[Apple rep] Kernel Panics can overheat and melt your lightning cables. Recorded call

[wesk702]

Single stupidest thing I've read today. If what the OP says is true, and I give him the benefit of the doubt that the phone and cable got extremely hot, then at the very least something happened and others should be aware of it. I don't know about the kernel panic or what-have-you, but something caused that to happen. If it is all Apple OEM equipment, then it is worth figuring out what it is. Maybe a short circuit due to cat hair? Maybe a pinched wire? Dust? Loosely inserted plug? Manufacturing defect? Who knows. Apple did recall all their wall chargers a few years ago, is this one of those? But stuff this high and mighty "no one is twisting your arm forcing you to use an iPhone" crap. I might like to know more. We have two sitting in this house with kids running around.

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False equivalency, it's what's for dinner.

Thanks for the comment. I don't know what this place has turned into, but it's impossible to make a thread without someone jumping down your neck, calling you a liar, or the ever so popular "no ones forcing you" comment.

My phone got fried literally along with the cable using all OEM accessories. I think I have a justifiable complaint. And for your question, no it wasn't one of those recalled chargers, but I know exactly what you were talking about. Had one charger replaced through that program a while back. The worst part is the genius trying whatever it took too try to take that cable from me until I firmly said, "you better give that cable back, cause it's the only proof I have in case I want to take this another route".

This sucks, my wife needs another phone and our next upgrade isn't due yet until next year.

Spent money on a phone and would like to have another decent phone without paying the nonsubsidy tax.

Also to the guy saying nobody is forcing me to use Apple accessories. If I were to use a third party charger, then Apple would claim that it's the third party cables fault and not their phone frying the cable. I would love to see what Apple would say if someone called and said a third party cable melted. You think they would say that their iPhone caused the melting of the cable? Doubt it, they would probably say that the third party cable is defective. Situation sucks. If you can't understand why I would be upset at this situation, then you may not have bought anything in your life that failed. Very fortunate of you.

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I'm willing to take that very, very, very tiny chance. There are plenty of other things in a house that are more likely to catch fire, anyways. There are also almost zero reports of this happening in the two years that iOS devices have had lightning cables, and the five years before that when we had 30-pin cables.



If you want to help Samsung out even more, discard that draft you're writing and replace your iOS devices with Samsung devices.

I'm kidding, it was a joke. Relax. I'm Korean and would never use a Samsung phone. Even their TVs are a joke, but they are beautiful.

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Are you seriously going to classify everything that could possible take someone life no matter how small the chance as a huge public safety issue.

Well considering how many have iPhones and use the OEM charger, it could be a very huge problem. God forbid I complain about my wife's now deceased iPhone charger. After all, Apple never makes mistakes right? And before I get flamed, look at my sig. I love My mac, just not some of its staff.

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No one is twisting your arm forcing you to use an iPhone. If you thinks its unsafe them purchase a phone made by someone else. If you continue to use your iPhone then you don't think its that unsafe which would make this whole thread pointless.

Jeez, please read my post first before commenting. Do I need to make a TL;DR for you?

 

[kingofwale]

...in before Apple apologists claim that you should never charge your iphone in that way.

 

[Tortri]

Public Service Announcement: please keep your charging iPhones in a safe area away from potential fire hazards.

So long story short, I found my wife's iPhone extremely hot and unresponsive after leaving it on the charger. Upon inspection the tip of the lightning had melted and the cable itself was also burning hot. After speaking with an Apple Senior Advisor, he confirmed that my phone had a kernel panic and that kernel panics can cause the iphone cable to malfunction and even cause it to melt. It seems like this is a huge public safety issue, right?

** and before anybody complains about what accessories I was using, everything was all original Apple accessories that came with the iPhone in the box with the iPhone. There was absolutely no third party devices used.

Apple Senior Advisor phone call:
https://soundcloud.com/unsatisfied-customer/lightning-cable-melting

Confirms at 1:05 and 1:52

Sorry for the recording quality.

Full detailed story:
http://www.reddit.com/r/apple/comments/2iszzx/confirmed_cautionkernel_panics_in_iphones_can/

Did the customer service rep give you permission to record the conversation? If not you're not in a good position esp if this goes viral. In most states the other party has to either know and/or consent to the conversation being recorded. Ever call a company and you get the "this call maybe recorded for quality ensurance." That's them legally required to tell you the phone call is being recorded.

 

[Tubamajuba]

I'm kidding, it was a joke. Relax. I'm Korean and would never use a Samsung phone. Even their TVs are a joke, but they are beautiful.

My apologies, in that case. So many people say that kind of stuff and are dead serious about it. And yes, Samsung is crap. HTC and Motorola are miles ahead of them.

Regarding your wife's expensive piece of charcoal, I really think it's just a case of bad luck. It's not out of line that something like this could happen to an electronic device, and it's absolutely not you or your wife's fault. You have a defective device or cable, and it would have been nice if they replaced both of them.

That said, kernel panics happen in Linux and various versions of Unix (including Unix-derived operating systems like OS X and iOS). Kernel panics actually prevent bad things from happening to software and hardware. So rather than being the cause of the cable getting burnt, it's more likely the reason why it wasn't worse.

 

[wesk702]

My apologies, in that case. So many people say that kind of stuff and are dead serious about it. And yes, Samsung is crap. HTC and Motorola are miles ahead of them.

Regarding your wife's expensive piece of charcoal, I really think it's just a case of bad luck. It's not out of line that something like this could happen to an electronic device, and it's absolutely not you or your wife's fault. You have a defective device or cable, and it would have been nice if they replaced both of them.

That said, kernel panics happen in Linux and various versions of Unix (including Unix-derived operating systems like OS X and iOS). Kernel panics actually prevent bad things from happening to software and hardware. So rather than being the cause of the cable getting burnt, it's more likely the reason why it wasn't worse.

Yeah no problem I just wished they would have taken care of the issue instead of blaming a kernel panic.

Would I buy another Apple product again? Yeah, but I'll be sure to get rid of it before the warranty is up. Seriously, other companies are a gazillion times worse.

 

[brand]

Did the customer service rep give you permission to record the conversation? If not you're not in a good position esp if this goes viral. In most states the other party has to either know and/or consent to the conversation being recorded. Ever call a company and you get the "this call maybe recorded for quality ensurance." That's them legally required to tell you the phone call is being recorded.

There are actually 38 single party consent states and 12 multi or all party consent states. As far as single party consent goes only ones person has to provide consent or know about the recording and it can be the person doing the recording. No other parties have to even be aware of the recording.

Because 76% of the states are single party consent states that would qualify as most states.

Where multi/all party consent takes precedent over single party consent is when it is interstate communications between a single and multi/all party consent state.

 

[Tubamajuba]

Yeah no problem I just wished they would have taken care of the issue instead of blaming a kernel panic.

Would I buy another Apple product again? Yeah, but I'll be sure to get rid of it before the warranty is up. Seriously, other companies are a gazillion times worse.

Agreed completely. I'm shocked that a senior advisor would even suggest such a thing. I'd like to think his words got jumbled or he just explained it poorly. Like you said though, regardless of what caused it, your wife's phone could be a ticking time bomb. Apple should replace it. Are you going to try another store or call Apple again?

 

[scaredpoet]

Lol, don't know the answer to that, but keep this tidbit in mind. When your iPhone is charging at night while you and the family are asleep,

There we go, let's tug at those hearstrings. First rule of fearmongering.

there is a chance an error in your phone can cause your lightning cable to get so hot it could melt and even potentially start a fire in your home. Comforting thought isn't it?

I'm more comforted by the fact that in 7 years of my using iPhones, that hasn't happpened. And come to think of it, there was no fire in your home, either. A hot phone yes. But your family is still alive.

Where will your children and family be when the kernel strikes?!

Ps: anybody got Samsung PR's email?

Yep, more scaremongering. Enjoy your Samsung phone when you get it.

Oh, right....

http://myfox8.com/2014/07/25/samsung-phone-catches-fire-under-girls-pillow/

 

[rkuo]

Public Service Announcement: please keep your charging iPhones in a safe area away from potential fire hazards.

So long story short, I found my wife's iPhone extremely hot and unresponsive after leaving it on the charger. Upon inspection the tip of the lightning had melted and the cable itself was also burning hot. After speaking with an Apple Senior Advisor, he confirmed that my phone had a kernel panic and that kernel panics can cause the iphone cable to malfunction and even cause it to melt. It seems like this is a huge public safety issue, right?

** and before anybody complains about what accessories I was using, everything was all original Apple accessories that came with the iPhone in the box with the iPhone. There was absolutely no third party devices used.

Apple Senior Advisor phone call:
https://soundcloud.com/unsatisfied-customer/lightning-cable-melting

Confirms at 1:05 and 1:52

Sorry for the recording quality.

Full detailed story:
http://www.reddit.com/r/apple/comments/2iszzx/confirmed_cautionkernel_panics_in_iphones_can/

Title misleading. Nothing said by a customer service rep on the phone is ever "confirmed".

 

[wesk702]

Title misleading. Nothing said by a customer service rep on the phone is ever "confirmed".

Poor choice of words, but he did confirm that kernel panics can cause cable melting. God it even feels absurd typing that, can't believe the reps spew this kind of info.

And the fear mongering guy, take a joke, relax.

If the mods want to just take the confirmed part out, feel free.

 

[Hal~9000]

Poor choice of words, but he did confirm that kernel panics can cause cable melting. God it even feels absurd typing that, can't believe the reps spew this kind of info.

If the mods want to just take the confirmed part out, feel free.

Edit -> Go Advanced -> Change the title yourself

 

[scaredpoet]

And the fear mongering guy, take a joke, relax.

Considering you are the fear mongering guy, you should take your own advice. Relax.

 

[Zinthar]

Public Service Announcement: please keep your charging iPhones in a safe area away from potential fire hazards.

So long story short, I found my wife's iPhone extremely hot and unresponsive after leaving it on the charger. Upon inspection the tip of the lightning had melted and the cable itself was also burning hot. After speaking with an Apple Senior Advisor, he confirmed that my phone had a kernel panic and that kernel panics can cause the iphone cable to malfunction and even cause it to melt. It seems like this is a huge public safety issue, right?

Although I don't for a minute doubt that an issue that causes a kernel panic could result in the lightning cable being melted, I suspect that the Sr Advisor gave you a very incomplete explanation. There was probably some serious hardware issue that both caused the kernel panic and melted the cable.

In the scheme of things, the chance that this type of malfunction would occur and actually cause injury is probably insanely low and not worth thinking about. The most dangerous thing would be if the cable could electrocute someone touching it as a result of this (or if the heat caused the battery exploded). To my knowledge, this has never happened with one of Apple's official charging cables.

 

[movieator]

OP, I'm not questioning your story. It happened. I believe you. But to come here and fan the fires of hyperbole is just ridiculous.

One instance does not a global crisis make.

Besides, I'm too busy panicking about Ebola in the States.

 

[McDaddio]

#SoIwaschargingmybent6+whilemakingaphone callwhenmyhairgotpinchedanditcaughtonfireThiswouldhaveneverhappenedifSteveJobswasstillalivegate

I fixed it for you.
Haven't checked, is that 140 characters already?

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The most dangerous thing would be if the cable could electrocute someone touching it as a result of this (or if the heat caused the battery exploded). To my knowledge, this has never happened with one of Apple's official charging cables.

I did get a small shock from a frayed Apple Cable when I removed it.

It was slightly frayed because my dog decided to chew on it. I didn't notice that it was actually fully chewed through when I plugged it in and it was the only one around me at the time.

I doubt people would get electrocuted.

 

[swingerofbirch]

Not really, cause I can't use the phone anymore. People feel burned when they purchase an expensive product and well... get burned. I'll take a refund any day. Unfortunately I'm outside of that window.

I think it's fair to say that their OEM product damaged my phone and yes, I would appreciate a replacement or refund. I never was beating around the bush when speaking with them and stated that I think a replacement request is warranted in this situation. But after the call, it brings to light a whole new, bigger issue.

Can you imagine if a tech rep told you there was a chance that your nMP could put the power cable aflame if there was a kernel panic?

I can't believe they didn't want you to send it in to their engineers. Usually when something like that happens they "capture" the product and replace it.

Did they even go through their standard checklist of safety questions? None of what happened sounds like SOP.

I just listened to the call. I have to say I was an advisor for Apple through one of their many contractors, Kelly. I get so frustrated because I was a goddamn good advisor and I got laid off without cause. They didn't have to give cause, and they didn't. I have a very strong reason to believe it was due to an ADA request that was made, but I have no way of knowing. They are legally allowed to terminate without giving a reason, and that's what they told me: We are terminating without a reason.

But as someone who has great phone skills and has been using Apple products since the early 80s, I was a great advisor. And I know that just having the tone that the senior advisor you spoke to had would have been a no-no where I worked—that would have been a dealbreaker. I was level-1 tech support, being paid barely above minimum wage to pretend I worked for Apple and giving tech support. It was so incredibly competitive. I have no doubt that the person you spoke to works directly for Apple. The people who work for contractors have it cut-throat and would not talk like that advisor spoke. In my experience, the ones who work directly for Apple can phone it in a bit more.

Sorry for ranting.

You need to call 408-996-1010 and ask the operator for executive customer relations. Tell them you've already worked with a senior advisor and have not reached agreement.

Your best technique: an Apple advisor cannot end a conversation without gaining agreement. Never agree. Your attitude should be that you can be on the phone as long as is necessary. Let there be awkward pauses. If they present an alternative that isn't OK with you, respond, "I see what you're saying, but unfortunately that won't work for me because I still have a broken phone." Technically they have to gain agreement. There are levels above executive customer relations, as well, if you need to escalate.

 

[wesk702]

I can't believe they didn't want you to send it in to their engineers. Usually when something like that happens they "capture" the product and replace it.

Did they even go through their standard checklist of safety questions? None of what happened sounds like SOP.

I just listened to the call. I have to say I was an advisor for Apple through one of their many contractors, Kelly. I get so frustrated because I was a goddamn good advisor and I got laid off without cause. They didn't have to give cause, and they didn't. I have a very strong reason to believe it was due to an ADA request that was made, but I have no way of knowing. They are legally allowed to terminate without giving a reason, and that's what they told me: We are terminating without a reason.

But as someone who has great phone skills and has been using Apple products since the early 80s, I was a great advisor. And I know that just having the tone that the senior advisor you spoke to had would have been a no-no where I worked—that would have been a dealbreaker. I was level-1 tech support, being paid barely above minimum wage to pretend I worked for Apple and giving tech support. It was so incredibly competitive. I have no doubt that the person you spoke to works directly for Apple. The people who work for contractors have it cut-throat and would not talk like that advisor spoke. In my experience, the ones who work directly for Apple can phone it in a bit more.

Sorry for ranting.

You need to call 408-996-1010 and ask the operator for executive customer relations. Tell them you've already worked with a senior advisor and have not reached agreement.

Your best technique: an Apple advisor cannot end a conversation without gaining agreement. Never agree. Your attitude should be that you can be on the phone as long as is necessary. Let there be awkward pauses. If they present an alternative that isn't OK with you, respond, "I see what you're saying, but unfortunately that won't work for me because I still have a broken phone." Technically they have to gain agreement. There are levels above executive customer relations, as well, if you need to escalate.

Thanks man, I'll call back again on Monday. Funny you should mention that because there were a ton of long pauses.