Apple No Longer Offering Free Out-of-Warranty Repairs of iPhone 7 Models With Grayed-Out Speaker Button

[vipergts2207]

Planned Obsolescence with a capital P. Bendgate, Throttlegate, Touch Disease, Error 53. Tim Cook just never ceases to amaze.
[doublepost=1531851680][/doublepost]
Anyone who speaks against the almighty Apple is a hater

Yup, no such thing as reasoned criticism to some here. Apple is perfect, customers are always wrong, and anyone with anything even remotely negative to say is just a hater, regardless of the thousands of dollars worth of Apple products they own and happily use.

 

[H2SO4]

The evidence would suggest that raising prices and nickel and diming people works for a period of time. What the evidence doesn't show is the cost to Apple - the slow draining of customer satisfaction. It's not something you can really discover through market research. The transition from satisfied to dissatisfied historically happens all at once, there are no stages in between.

It's an exchange on Apple's part, a massively stupid one. They are exchanging customer satisfaction for cash. You can only do that so many times to the same people before they've had enough.

I gotta say, it doesn't look much like that is happening.

 

[iamMacPerson]

I gotta say, it doesn't look much like that is happening.

Unfortunately. I know someone who, on Sunday, was told the repair exception had expired two days prior (Friday the 13th) and that they would have the pay the $349 replacement cost for an iPhone 7 Plus refurbished unit. As an iPhone 7 Plus owner outside of warranty, I'm concerned that it will happen to my phone too.

 

[C DM]

Planned Obsolescence with a capital P. Bendgate, Throttlegate, Touch Disease, Error 53. Tim Cook just never ceases to amaze.

When you hear hoofbeats, definitely the first thing to suspsect is unicorns.
[doublepost=1531855604][/doublepost]

Anyone who speaks against the almighty Apple is a hater

Conversely anyone who doesn't automatically jump to or support a conspiracy theory is then an Apple defender.

 

[H2SO4]

Unfortunately. I know someone who, on Sunday, was told the repair exception had expired two days prior (Friday the 13th) and that they would have the pay the $349 replacement cost for an iPhone 7 Plus refurbished unit. As an iPhone 7 Plus owner outside of warranty, I'm concerned that it will happen to my phone too.

That's unfortunate. It seems like a design defect too.

 

[MTW]

My bet is this is a result of weak solder points that come loose on impact.
[doublepost=1531844868][/doublepost]

Any sources that customer satisfaction is waning? It is my impression reading these forums but the again people who post here are a selective group already.

This is kind of a 'how the world works' thing. If you treat people unreasonably enough times, customer satisfaction will eventually dissipate. An objective actor who has been conducting research for a multi-year period could show that, but no one has been doing that in a public way AFAIK.
[doublepost=1531857342][/doublepost]

I gotta say, it doesn't look much like that is happening.

It's not the kind of thing that you would see. It can also be hidden by growing the user base. It does catch up with you, however.

 

[newjerseydamo]

Good luck Apple in Australia. Our consumer laws will make sure you have to replace/repair.

 

[mrgodai]

this JUST happened to me

• My mic problem starts right after i updated to 11.4 on 7/9. no mic icon, siri wont hear me, voice memo not working.
• I chatted with apple support
• went to genius bar, want to charge me $349 to do a swap since they stopped replacing out of warranty for this issue for free at the start of july. No one can downgrade me back to 11.2
• chatted again with senior support who set up a call with customer relations
• got call from customer relation (ac_customer_relations@apple.com) then another call from senior support (acsupportcase@apple.com) who offered me a gift card that only works on accessories and that's the best he can offer. because the internal document shows the free replacement is only for 11.3 and 11.3.1 iphone 7 devices that ended in May(?) and not for 11.4 devices.
• Told me to send a feedback at Feedback - iPhone - Apple under Software/Hardware Compatibility and hopefully there will be enough people to send it so Apple *might* agree to replace it.

I am going to keep trying, but i recommend you guys submit the issue in feedback to get Apple to notice us.

 

[sunseeker]

Good luck Apple in Australia. Our consumer laws will make sure you have to replace/repair.

This is true. Australian Consumer Law Warranty expects products to last as long as similar products typically last.
I recently received a full refund for a 5yo Samsung TV with lines on the screen for the third time (they’d have repaired if parts had been available).

On the other hand, Apple refused to repair or replace a 2.5yo iPhone 5c that just died one day (I couldn’t be bothered to fight)

 

[TekNeil]

this JUST happened to me

• My mic problem starts right after i updated to 11.4 on 7/9. no mic icon, siri wont hear me, voice memo not working.
• I chatted with apple support
• went to genius bar, want to charge me $349 to do a swap since they stopped replacing out of warranty for this issue for free at the start of july. No one can downgrade me back to 11.2

Hi all, this is exactly the issue I'm facing! I'm fuming!

My phone was perfectly fine.
* I updated to 11.4.1.
* My phone instantly lost it's MIC and speaker during phone calls.
* The speaker icon is greyed out during an attempted phone call.
* SIRI no longer works, because obviously the MIC can no longer hear me.
* Voice memos no longer work as the record button can't be pressed (Again, MIC isn't working).
* Either doing a hard reset (Holding power button + Vol down button), OR simply turning the phone off/back on will result in it taking an abnormally long time to come back on.

Went through resets, restores. Then all again with apple employee via twitter.
Apple then basically told me I'll have to pay for it to be repaired!


What are we supposed to do when Apple basically tell me that I have to pay for the damage they have done to be repaired?!
I have posted this on the Martin Lewis forum seeking views etc, I hope I'm OK to post the link here.
https://forums.moneysavingexpert.com/showthread.php?t=5869622

I also posted a tweet seeking others who have suffered this issue:
https://twitter.com/TekNeil/status/1019350213419511814

----------------
EDIT: OK, I just sent feedback to Apple as suggested by the guy I quoted. Here's what I sent in case anybody wants to use it as a template.

My iPhone 7 was perfectly fine until I updated the OS. I have suffered the issue that you KNOW about regards losing MIC/speaker. Your OS has damaged mine and other peoples phones and yet you want us to pay for a repair?!

https://discussions.apple.com/thread/8344269

https://forums.moneysavingexpert.com/showthread.php?t=5869622

https://twitter.com/TekNeil/status/1019350213419511814

https://forums.macrumors.com/thread...odels-with-grayed-out-speaker-button.2127951/

 

[FreakinEurekan]

The EU mandates a minimum two year warranty on mobile phones.

Nope.

 

[MacLawyer]

https://apple.slashdot.org/story/12...-to-give-2-years-warranty-on-all-its-products

 

[Aborigine7]

I have an iPhone 7+ and experienced the known sound issue when I upgraded to the iOS. 11.3. Online support told me to upgrade to 11.4, which I did, and that did nothing. Scheduled appt at Genius Bar where I waited another couple hours for the Apple employee to acknowledge that this is a known issue and tell me Apple will override the cost to fix it. He said call Apple. So I did. I was met with dishonesty and rudeness from “Kassandra,” a senior adviser who denied my issue, denied Apple ever covered it, and told me the only option I have is to pay money for a service fee. I heard other employees laughing in the background as I expressed my indignation at this waste of my time and money.

I know I am not the only Iphone 7+ user who has experienced this. I am highly dissatisfied and am telling everyone I know, including many influencers, about this experience, because it is clear to me that Apple does not care and will not own up to its previous acknowledgment of the issue.

 

[mrgodai]

I have an iPhone 7+ and experienced the known sound issue when I upgraded to the iOS. 11.3. Online support told me to upgrade to 11.4, which I did, and that did nothing. Scheduled appt at Genius Bar where I waited another couple hours for the Apple employee to acknowledge that this is a known issue and tell me Apple will override the cost to fix it. He said call Apple. So I did. I was met with dishonesty and rudeness from “Kassandra,” a senior adviser who denied my issue, denied Apple ever covered it, and told me the only option I have is to pay money for a service fee. I heard other employees laughing in the background as I expressed my indignation at this waste of my time and money.

I know I am not the only Iphone 7+ user who has experienced this. I am highly dissatisfied and am telling everyone I know, including many influencers, about this experience, because it is clear to me that Apple does not care and will not own up to its previous acknowledgment of the issue.

lots of people here
https://discussions.apple.com/thread/8344269

and here
https://discussions.apple.com/thread/8410570

also send a feedback at https://www.apple.com/feedback/iphone.html under Software/Hardware Compatibility and hopefully there will be enough people to send it so Apple *might* agree to replace it.
[doublepost=1531946433][/doublepost]

Hi all, this is exactly the issue I'm facing! I'm fuming!

My phone was perfectly fine.
I updated to 11.4.1.
My phone instantly lost it's MIC and speaker during phone calls.
The speaker icon is greyed out during an attempted phone call.
SIRI no longer works, because obviously the MIC can no longer hear me.
Voice memos no longer work as the record button can't be pressed (Again, MIC isn't working).
Went through resets, restores. Then all again with apple employee via twitter.
Apple then basically told me I'll have to pay for it to be repaired!


What are we supposed to do when Apple basically tell me that I have to pay for the damage they have done to be repaired?!
I have posted this on the Martin Lewis forum seeking views etc, I hope I'm OK to post the link here.
https://forums.moneysavingexpert.com/showthread.php?t=5869622

I also posted a tweet seeking others who have suffered this issue:
https://twitter.com/TekNeil/status/1019350213419511814

----------------
EDIT: OK, I just sent feedback to Apple as suggested by the guy I quoted. Here's what I sent in case anybody wants to use it as a template.

share your experience here too
https://discussions.apple.com/thread/8344269

and

https://discussions.apple.com/thread/8410570

 

[TekNeil]

Good catches @mrgodai Have posted there too (The first one for now). This needs putting right man.

 

[FreakinEurekan]

https://apple.slashdot.org/story/12...-to-give-2-years-warranty-on-all-its-products

Slashdot is not Apple.

Ireland is part of EU: https://www.apple.com/legal/warranty/products/uk-ireland-universal-warranty.html

Here are the rest, most are not in English but they are clearly "1 year": https://www.apple.com/legal/warranty/

The EU does require a 2 year guarantee of certain items, as part of Consumer Law. There are significant restrictions on it, and it does not equal a "2-year warranty". In most cases the seller (not the manufacturer) is liable, so if you bought it from a carrier or dealer, they would be the ones you'd appeal to.

More info on Consumer Law: https://www.apple.com/legal/warranty/statutoryrights.html

 

[borgranta]

this JUST happened to me

• My mic problem starts right after i updated to 11.4 on 7/9. no mic icon, siri wont hear me, voice memo not working.
• I chatted with apple support
• went to genius bar, want to charge me $349 to do a swap since they stopped replacing out of warranty for this issue for free at the start of july. No one can downgrade me back to 11.2
• chatted again with senior support who set up a call with customer relations
• got call from customer relation (ac_customer_relations@apple.com) then another call from senior support (acsupportcase@apple.com) who offered me a gift card that only works on accessories and that's the best he can offer. because the internal document shows the free replacement is only for 11.3 and 11.3.1 iphone 7 devices that ended in May(?) and not for 11.4 devices.
• Told me to send a feedback at Feedback - iPhone - Apple under Software/Hardware Compatibility and hopefully there will be enough people to send it so Apple *might* agree to replace it.

I am going to keep trying, but i recommend you guys submit the issue in feedback to get Apple to notice us.

Complaining to the BBB against apple and emailing Tim Cook to complain about the defect might help as well.

 

[xsx107]

I can confirm. Very unluckily, I just got the problem this Monday and I went to apple store today. I was told they no longer offer free repair, because the issue is caused by potential physical damage.

 

[Peter K.]

Tim Cook strikes again! Always about Wall Street, never about customers.

I agree 100%.

The way things are:

Unfortunately. I know someone who, on Sunday, was told the repair exception had expired two days prior (Friday the 13th) and that they would have the pay the $349 replacement cost for an iPhone 7 Plus refurbished unit. As an iPhone 7 Plus owner outside of warranty, I'm concerned that it will happen to my phone too.

The way things WERE:

I had an iPhone 5 with a swollen battery replaced with a refurbished unit, even though I was three (3) days beyond the stated coverage period for that issue. The Genius asked the manager to approve the replacement and s/he did so,without incident.

EDIT: My phone was not even in perfect condition. There were some scratches, which showed that I had dropped it a few times. The Genius never even mentioned it.

 

[TekNeil]

I can confirm. Very unluckily, I just got the problem this Monday and I went to apple store today. I was told they no longer offer free repair, because the issue is caused by potential physical damage.

Well I myself know that's bulls... My phone was perfectly fine. I did the update and later went to bed. First call I got in the morning and the issue was present from then on. That night (And whole time before this update) it was perfectly fine.

That...and along with others saying it's the 'update' which has caused this.

 

[thuy931]

That sucks.

After software updated, my phone have these problems:

- speaker/FaceTime/+callers buttons are greyed out during call. when other side picked up, we can’t hear each other.

- voice memos greyed out/cannot use

- new video recordings has no sound


Apple tech told me to reset by power button, by power button & volume button, & by manufacturer reset, but no help.

Now, my iPhone 7 also have boot loop at Apple logo for 4 minutes. Normally, my phone takes 30 seconds to restart, now always 4 minutes.


Apple tech support & Genius Bar said I’m out of warranty & have to pay for replacement. They didn’t even ask me if I want my phone fix. The manager at Genius Bar said “we replaced your friend’s phone because we ware still figuring out the cause. Now we know what the cause is, we can’t replace your phone for free because it is out of warranty.” The Genius Bar at Arden Fair Mall in Sacramento California is just horrible. The manager gave me the exact same long answer for two different questions. She answered like a politician by not answering at all.

My incident with the manager is today Wednesday 7/18/18 around 5:15pm. This is my second trip, my first trip was Monday. And, I talked with tech support over the phone too.

 

[Aborigine7]

lots of people here
https://discussions.apple.com/thread/8344269

and here
https://discussions.apple.com/thread/8410570

also send a feedback at https://www.apple.com/feedback/iphone.html under Software/Hardware Compatibility and hopefully there will be enough people to send it so Apple *might* agree to replace it.
[doublepost=1531946433][/doublepost]


share your experience here too
https://discussions.apple.com/thread/8344269

and

https://discussions.apple.com/thread/8410570

Thank you!

 

[TekNeil]

Now, my iPhone 7 also have boot loop at Apple logo for 4 minutes. Normally, my phone takes 30 seconds to restart, now always 4 minutes.

Ah yes, that'a another symptom of this known issue. Either doing a hard reset (Holding power button + Vol down button), OR simply turning the phone off/back on will result in it taking an abnormally long time to come back on. (Will edit this into my other replies).

Can others confirm this too?

 

[Aborigine7]

After software updated, my phone have these problems:

- speaker/FaceTime/+callers buttons are greyed out during call. when other side picked up, we can’t hear each other.

- voice memos greyed out/cannot use

- new video recordings has no sound


Apple tech told me to reset by power button, by power button & volume button, & by manufacturer reset, but no help.

Now, my iPhone 7 also have boot loop at Apple logo for 4 minutes. Normally, my phone takes 30 seconds to restart, now always 4 minutes.


Apple tech support & Genius Bar said I’m out of warranty & have to pay for replacement. They didn’t even ask me if I want my phone fix. The manager at Genius Bar said “we replaced your friend’s phone because we ware still figuring out the cause. Now we know what the cause is, we can’t replace your phone for free because it is out of warranty.” The Genius Bar at Arden Fair Mall in Sacramento California is just horrible. The manager gave me the exact same long answer for two different questions. She answered like a politician by not answering at all.

My incident with the manager is today Wednesday 7/18/18 around 5:15pm. This is my second trip, my first trip was Monday. And, I talked with tech support over the phone too.

I had a similar maddening experience with an Apple support employee who repeated the same, robotic non-answer to my questions. The issue was not resolved and I still can’t make or receive phone calls,

Ah yes, that'a another symptom of this known issue. Either doing a hard reset (Holding power button + Vol down button), OR simply turning the phone off/back on will result in it taking an abnormally long time to come back on. (Will edit this into my other replies).

Can others confirm this too?

Can confirm. SAME here. This is so, so frustrating. My phone was working perfectly before the update.

 

[TekNeil]

A tweet to Tim Cook, please Retweet etc if you can: https://twitter.com/TekNeil/status/1019929849106923521