Apple Preparing Diagnostic Tool in New iOS Update as iPhone 6s Battery Issue Expands

[Glassed Silver]

I can relate. I have dealt with Apple Support, and the Apple Stores a lot lately. In the past two years, I have had more problems with my Apple Products than I have had in the previous two decades.

Most of my phone calls have been pretty bad. One example was when the Apple Support representative had no idea how iTunes Match worked.

The Apple Store Genius Bar visits have been even worse because of having to drive to the store. My Late 2012 iMac had obvious Fusion Drive issues, but the Genius hardware tests kept saying the Fusion Drive was fine. So, they wiped my drive only to have the same issues come back a few weeks later, then I had to go back to the Apple store every time.

People can say this type of customer service happens everywhere, which might be true. But my experience with Apple in the past has been so much better than what it is like now.

"At least" they let you come back in.

If your city has the "wrong" authorized retailer/repair shop things get real weird.

My iMac's IR sensor doesn't work anymore after a repair that has been covered under a repair program. (AMD GPU........... again. *rolleyes*)

Either way, upon calling them about it they dodged and practically denied me to look over it.

The ****ing hell... I know I could have tried harder, but I just didn't feel like it as I knew I'd fix it myself once I install an SSD.

I know that isn't particularly Apple being bad in this instance, but I'd sure hope that being an authorized store they'd be tested for how they handle situations like these.

The sad part is that I used to like their store a lot, I was a customer back when they used to have a really small store in a less prominent part of the street, but they seem to have gotten a bit too comfortable with them being the only authorized place in this city by now. (at least for non-business clients which they do serve as well btw, I guess a lot better at that too)

Glassed Silver:mac

 

[Booterror1973]

I have a 6s Plus that has this issue, but the program says my serial number is not eligible for the program.

With my phone, the shutdown doesn't happen until it gets down to 10% though. But sometimes, it seems like the battery % drops rather quickly for no apparent reason. I would close all the apps, and not do a thing on it, and it drops from 30% to 10% in about one hour.

I have Apple Care on the 6s Plus, so that should cover it I guess.

My iPhone6s Plus has the same problem, but allready with for example 78% of battery.
It seems to occur when the weather is a bit colder.
Hopefully they wil also include the Plus versions of the 6s soon.

 

[Tech198]

In order words Apple: "You have no freckin clue"

 

[Juicy Box]

"At least" they let you come back in.

If your city has the "wrong" authorized retailer/repair shop things get real weird.

My iMac's IR sensor doesn't work anymore after a repair that has been covered under a repair program. (AMD GPU........... again. *rolleyes*)

Either way, upon calling them about it they dodged and practically denied me to look over it.

The ****ing hell... I know I could have tried harder, but I just didn't feel like it as I knew I'd fix it myself once I install an SSD.

I know that isn't particularly Apple being bad in this instance, but I'd sure hope that being an authorized store they'd be tested for how they handle situations like these.

The sad part is that I used to like their store a lot, I was a customer back when they used to have a really small store in a less prominent part of the street, but they seem to have gotten a bit too comfortable with them being the only authorized place in this city by now. (at least for non-business clients which they do serve as well btw, I guess a lot better at that too)

Glassed Silver:mac

I haven't attempted doing any authorized repair shops, and have only tried the Apple Support website/phone/genius bar.

I have other issues with my Apple devices and services right now, but am dreading dealing with them. So I am trying to put it off as long as I can.

I would love to say that my Apple products "just work" like they used to but that no longer is the case. Constant problems.

 

[Sportcat]

I have a Genius Bar yesterday for tomorrow (12/7) at 12:45 for a 6s program battery replacement. Let's hope they have batteries available and this goes smoothly.

Sure enough, took today off for my appointment and NO batteries were available. This after two online chats confirmed they would be available. This after I commented in my reservation last week that I would be coming in for a the 6s battery replacement.

Really pissed off.

 

[Juicy Box]

Sure enough, took today off for my appointment and NO batteries were available. This after two online chats confirmed they would be available. This after I commented in my reservation last week that I would be coming in for a the 6s battery replacement.

Really pissed off.

That sucks, was it a long drive/trip to get to the Apple Store?

 

[Sportcat]

That sucks, was it a long drive/trip to get to the Apple Store?

About a 35 minute drive, but my wife and I planned the day around the repair. Whole day was wasted.

Curious to see how long before the battery comes in.

 

[Bethanie21]

Am I the only one to think this is "just" a software bug? Nearly everybody I know suffers it... iPhone 6, 6s, SE... Various percentages of shut off from as high as 50% to 5-10%.

In my 6s seems to be camera related, especially when other apps use the camera in embedded mode. Whatsapp, Scanner Pro, iMessage... and all since iOS 10.

Time will tell.

You're not the only one - I also think this is a software issue. My 6S only started shutting down after I updated to iOS 10 - it's been fine for a year prior.

Mine too shuts down when using camera-related apps and the camera app itself. I've called Apple 4 times in regards to this issue, still can't get an appointment at my local Apple Store so am having to resort to walking in on Sunday and hoping they'll have time to look at it. I'm sick of this issue, I just want my phone to function as it should.

 

[B4U]

Seems like there are people with iOS 9 that have been experiencing this kind of thing too.

That is correct.
But the chat genius was ordering me to update to the newest iOS 10 before bringing it in for service...

 

[5to1]

You're not the only one - I also think this is a software issue. My 6S only started shutting down after I updated to iOS 10 - it's been fine for a year prior.

Given the explanation Apple have provided I suspect age is more likely the confounding variable. As iOS 10 was released approximately a year after the 6S first came to the market, it just happens to be that for many iOS 10 also correlates with age of the device.

 

[Glassed Silver]

I haven't attempted doing any authorized repair shops, and have only tried the Apple Support website/phone/genius bar.

I have other issues with my Apple devices and services right now, but am dreading dealing with them. So I am trying to put it off as long as I can.

I would love to say that my Apple products "just work" like they used to but that no longer is the case. Constant problems.

Same here, it's crazy ironic how well Windows 7 runs on my Mac compared to macOS Sierra or the iterations before it.

Can't wait to upgrade to an SSD, might help with some of the problems, even though there's a bunch that's screwed by visual design.
Apple's HIG have really gone down the *******s, not that Windows is any better, not by a long shot, but if you've dealt with a reasonable HIG and its faithful deployment, you know how frustrating today's macOS is.

Not to mention iOS... HAH! And to think Cook genuinely wonders why you'd want a PC when you can have an iPad [Pro]...
That line of thinking reveals quite well what's wrong with Apple's mislead focus.

Oh and no, mislead focus does not automatically to instant financial losses or dents!
Refer to 90's Apple basically. I hope that **** repeats itself and they find someone with a more adequate vision, because there is no Jobs around this time to save them!

Glassed Silver:mac

 

[foxcub6]

A few days after issuing a message on its Chinese website regarding the battery shutdown issue plaguing some iPhone 6s users, Apple today added a new message onto the site. The update reiterates on the cause of the issue -- some batteries were exposed to "controlled ambient air" during manufacturing -- while also expanding the scope of the affected range of customers facing the problem.

In the original message, Apple noted that "a small number" of iPhone 6s smartphones made in September and October of 2015 were facing unexpected shutdowns due to their prolonged exposure to controlled ambient air. Now, Apple said that it's discovered a few customers "outside of the affected range" who have also been facing unexpected shutdowns of their iPhone 6s devices.

As it continues to face new issues with the "small number" of affected customers, Apple is preparing an iOS update that it said will introduce an "additional diagnostic capability" so the company can gather information and improve its ability to manage the battery performance levels and untimely shutdowns. The update, presumably iOS 10.2, will be made available sometime next week, and Apple mentioned that if any improvements and solutions are discovered thanks to the diagnostic tool, "they will be delivered in future software updates."

For those who think their iPhone 6s is affected, Apple launched a repair program last month offering free battery replacements for any iPhone 6s manufactured between September and October 2015 which are experiencing shutdowns. There's also a new tool so customers can enter their iPhone's serial number to see if it's eligible for the replacement program.

Article Link: Apple Preparing Diagnostic Tool in New iOS Update as iPhone 6s Battery Issue Expands

Took my 6s in today , after making a appointment a week ago , after waiting for a while only to be told make another app we have no batt left ! We ll email or call when the batteries are in stock . To be honest pissed me off a bit that's why I came to the store to get repaired today Wasted my time as all they took was details of the phone in which they already had when I logged in all my details for repair , I was also told that's it's free replacement unless there's bits missing inside the phone , I've broken bits inside or water damaged otherwise they'll charge me £259 for a new phone Really! yes stripped a part out of it last night as the car won't start but after finding the part didn't fit I chucked it in the river lol I know he had to say the company policy but come on I would have expected more from Apple Genius Bar , you knew I was coming you knew why I was coming if you don't have the parts text me call me email me but pse don't ignore the problem and ware until I arrive only to be told. we've ran out of Batteries

 

[fabravo]

Sure enough, took today off for my appointment and NO batteries were available. This after two online chats confirmed they would be available. This after I commented in my reservation last week that I would be coming in for a the 6s battery replacement.

Really pissed off.

Same experience today. Had appointment for 11:40. Was told by first person who 'checked me in' there were no batteries and it would be five to seven days for it to come in but someone (who ended up being the guy standing next to the person who was telling me this) would explain further. He told me the same thing the previous person did, but I would have five days to get the repair done.

So, battery on order = second trip; three hour repair = third trip.

Just what I wanted to do is to go to the mall THREE times during the holiday to get this taken care of.

 

[Dbogart43]

A few days after issuing a message on its Chinese website regarding the battery shutdown issue plaguing some iPhone 6s users, Apple today added a new message onto the site. The update reiterates on the cause of the issue -- some batteries were exposed to "controlled ambient air" during manufacturing -- while also expanding the scope of the affected range of customers facing the problem.

In the original message, Apple noted that "a small number" of iPhone 6s smartphones made in September and October of 2015 were facing unexpected shutdowns due to their prolonged exposure to controlled ambient air. Now, Apple said that it's discovered a few customers "outside of the affected range" who have also been facing unexpected shutdowns of their iPhone 6s devices.

As it continues to face new issues with the "small number" of affected customers, Apple is preparing an iOS update that it said will introduce an "additional diagnostic capability" so the company can gather information and improve its ability to manage the battery performance levels and untimely shutdowns. The update, presumably iOS 10.2, will be made available sometime next week, and Apple mentioned that if any improvements and solutions are discovered thanks to the diagnostic tool, "they will be delivered in future software updates."

For those who think their iPhone 6s is affected, Apple launched a repair program last month offering free battery replacements for any iPhone 6s manufactured between September and October 2015 which are experiencing shutdowns. There's also a new tool so customers can enter their iPhone's serial number to see if it's eligible for the replacement program.

Article Link: Apple Preparing Diagnostic Tool in New iOS Update as iPhone 6s Battery Issue Expands

[doublepost=1481230404][/doublepost]My experience was quite different from many. I have had trouble with unexpected shutdowns and restarts. When I saw the news about the battery replacement program, I called Apple as instructed. After giving my serial number, the Apple rep booked a Genius visit for me at my local Apple Store. When I got there, the Genius said my phone serial number didn't qualify (and indeed, it was out of the range that was published after my call to Apple, so I don't know why he didn't tell me at the time.) But, the Genius asked for a bit more info, ran a couple of tests and announced that they were going to replace the phone. He said they didn't have any replacements in stock and would call when mine arrived, which it did in a week.

So, the Apple Stores in Toronto are staffed by people who listen well and solve problems.

 

[ablatt]

[doublepost=1481230404][/doublepost]My experience was quite different from many. I have had trouble with unexpected shutdowns and restarts. When I saw the news about the battery replacement program, I called Apple as instructed. After giving my serial number, the Apple rep booked a Genius visit for me at my local Apple Store. When I got there, the Genius said my phone serial number didn't qualify (and indeed, it was out of the range that was published after my call to Apple, so I don't know why he didn't tell me at the time.) But, the Genius asked for a bit more info, ran a couple of tests and announced that they were going to replace the phone. He said they didn't have any replacements in stock and would call when mine arrived, which it did in a week.

So, the Apple Stores in Toronto are staffed by people who listen well and solve problems.

Which Apple store in Toronto did you go to?

 

[Dbogart43]

Which Apple store in Toronto did you go to?

I went to Yorkdale, based on earliest appointment availability. I've had pretty good service at Eaton Centre, as well. I also should have mentioned that the phone is still under warranty; it's only 8 months old.

 

[ZacUSNYR]

My wife's phone acted up yesterday evening. Left house at around 50% and it shut off On her. It kept powering off. Finally it came up and the battery percentage dropped 1% every 15-20 seconds. Put a full charge on it and traded it in for an iPhone 7 today.

 

[tripitz]

This whole process is a sign of how little Apple cares about it's customers.

First off, this issue has been bugging me since about 3 months of ownership on the phone. I have had my phone randomly shut down with 30-40% battery left. I never knew when the phone would let me down when I needed it. Usually when taking a picture and trying to send it to a friend in response to a request. It has been a total annoyance. After 14 months of ownership, I get about 1-2 hours of light use of the phone before it is dead. I travel a lot and even using the Kindle app leads to a very short useful time frame, especially if you want to use Uber when you arrive.

I tried to get it serviced about 3-4 months ago and after waiting an hour they were very unhelpful. NOW they admit it is their problem so I go through their "process". Check serial number. Yup. Schedule appointment. Yup. Drive over there. Yup. Wait... wait.... get told, "sorry, no parts in stock". Thanks... How about a discount to an upgrade or a replacement? Sure.. $150 off. LOL. Now my battery is in stock... drive over there, get to wait a few hours. Fun! No sorry. No "oops.. thanks for being a good customer". Nothing.

Right now... I am done. I was going to pick up an iPad Pro. I think my money will go to the Surface Pro instead. The new MacBooks are uninspiring and the MacPro is just a farce and languishing.. I am starting to let my money speak and while I am in the market for a new tablet and laptop, I'm probably going to spend my money elsewhere. I already spent 6 hours of back and forth getting this rubbish phone fixed with nothing. Good job Timmie...

For the record, I have a MacPro, a few macbook pros, iPads, and iPhones like many of you in my house along with a bunch of supporting peripherals. Finding how they are handling this mess very disappointing. This IS their profit engine; maybe treat the customers you gave a bad product some better support.

 

[mi7chy]

Don't worry. Apple still has the highest profit margin.

 

[tripitz]

Don't worry. Apple still has the highest profit margin.

Yes they do because in this case they have moved much of the "real" costs to us the consumers with no compensation. Time is money and I'm 6+ hours into getting this fixed. Most consumers, though, just go along with it I guess. I am sure I'm not the only starting to explore some competitive offerings. Before it was a clear get an iPad Pro... now I'm reading reviews on the surface and other options (all of which may have similar issues!).

 

[Woodstockie]

Must say that initially I didn't have immediate issues, as I can keep my battery charged above 30% for the day. But, when the battery exchange program was announcement I walked into an Apple Store and asked about it (mine is eligible for the replacement). They ran a diagnostic test and said that everything was fine. He also went into my settings to check if I had battery draining prefs on. I already had set everything to a minimum myself, so he had not much to change. That was it, no replacement.

This week I was charging my phone in a colder environment and the charge dropped from 35% to 8% (while on a charger). Have made an appointment with my local Apple Store for this Tuesday and get the battery replaced, no matter what they say. Don't want to run into battery problems later on and am too late to have it replaced.

 

[tripitz]

My wife's phone acted up yesterday evening. Left house at around 50% and it shut off On her. It kept powering off. Finally it came up and the battery percentage dropped 1% every 15-20 seconds. Put a full charge on it and traded it in for an iPhone 7 today.

Did you pay for the upgrade or did it just work out? They offered nothing for me.

Good strategy on their part if you did pay; give you a defective product and then you go and buy a new one!

 

[ZacUSNYR]

Did you pay for the upgrade or did it just work out? They offered nothing for me.

Good strategy on their part if you did pay; give you a defective product and then you go and buy a new one!

We bought the 6S on the Apple Upgrade Program, we just made our 12th payment.

 

[dvandelay]

Apple is preparing an iOS update that it said will introduce an "additional diagnostic capability" so the company can gather information and improve its ability to manage the battery performance levels and untimely shutdowns. The update, presumably iOS 10.2, will be made available sometime next week, and Apple mentioned that if any improvements and solutions are discovered thanks to the diagnostic tool, "they will be delivered in future software updates."

Any word if iOS 10.2 includes the new diagnostic tool? If so, how is it accessed?

My 6s exhibits the symptoms, but the serial number is not in the range that's covered automatically.

 

[C DM]

Any word if iOS 10.2 includes the new diagnostic tool? If so, how is it accessed?

My 6s exhibits the symptoms, but the serial number is not in the range that's covered automatically.

Could very well be something that isn't really user accessible.