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Apple Retail's New Machines for Calibrating Replacement iPhone 5 Displays

Dang y'all are ruthless!


The only thing I've heard about these machines is they fail more than they pass. But heres my 2cents - someone stated calibration refers to displays and colors and such. I've been in the repair business for quite some time and maybe I'm just spitballing but perhaps he is referring to the touch calibration. When you're dealing with touch screens day in and day out you can become blind to other meanings lol.

Calibrating the display itself makes sense with monitors and such but this situation is a bit different. The touchscreen digitizer as mentioned is not able to be readjusted after it is attached to the glass at the factory. It's just not happening. Calibrating the display itself well that's a different story. In the repair "biz" when I first hear calibrate I also think of touch screen calibration which just isn't possible. I've seen plenty of dead spots on touchscreens so you have my blessing there!

Whatever the case, Apple has found yet another way to capitalize. Not me, I use Ghost Armor ::knock on wood::
 
B-Roll said:
I didn't say the machine is a sham. The machine replaces the display, yes. But there is no actually calibrating anything. The LCD/digitizer is already made. It either works or it doesn't. The whole "needing to be calibrated" thing is just to make the customer feel like it is the only way to do it correctly.
Click to expand...


The colors can be calibrated. Why do you think Apple devices do so well on color accuracy tests?

Most of the recent generation LCD Smartphones have Color Gamuts around 60 percent of the Standard Gamut, which produces somewhat subdued colors. The iPhone 4 has a 64 percent Color Gamut, but the new iPad pulled way ahead and has a virtually perfect 99 percent of the Standard Color Gamut. The iPhone 5 has an almost identical Color Gamut to the new iPad and the Viewing Tests confirm its excellent color accuracy.
Click to expand...


http://www.displaymate.com/Smartphone_ShootOut_2.htm
 
AutoUnion39 said:
I'm glad Apple is finally doing this. Too many people were abusing the device replacements.
Click to expand...

The device replacement instead of repair is one of the things that makes Apple products worth the price premium to many. It's not "abuse" - it's being used to a very high level of service, and receiving it.
 
tanousjm said:
Having worked in three Apple Retail Stores, and subbed in a total of seven or eight, I have NO idea how a machine like that will fit in the majority of stores. Aside from the flagship stores, BoH (Back of House) is extremely crowded. At one point during the fall rush, non-invasive Genius Bar repairs had to be performed in the already-packed employee break area.

EDIT: Hahaha, I now realize that my scale on this thing was WAY off. Oh boy.

My tired brain saw it like this:

Image
Click to expand...

ohohohoho very funny....not.

Good thing Apple actually starts to really repair hardware again!
 
B-Roll said:
They aren't necessarily wronging anyone. Its just an unnecessary term. I explained a little bit more in a different post above yours.

The touchscreen and LCD are already assembled at a factory overseas. The "calibration" isn't an adjustable thing. Basically what the machine is doing is a "quality assurance" test but on the subject of calibration it does not do anything since you can't adjust how the touch screen works and where it touches after the fact that its already been manufactured.

Its no different than you getting your phone back and you go to type an R and your phone types a T. That's just defective and no "calibrating" will fix that.

And I also never said its non-necessary equipment. The machine isn't just a "calibrating" machine. It is listed as one of its features. Hope that clear it up a bit.
Click to expand...

You are in way over your head.

I and millions of other people calibrate our computer/graphics cards and monitors as a system frequently, sometimes daily. The calibration takes into account the room lighting temperature, I prefer 5500k, so that colors are accurate and repeatable on any other calibrated systems, including printers.

So, Apple builds a calibration system that updates the color profile for the replaced iPhone screen in the firmware, giving it what is considered the most accurate color of any smartphone, and you think that is a scam?

Your first month here isn't getting off to a good start at all.
 
ijohn.8.80 said:
[idealism]About time that society as a whole got the idea that there is actually a limited amount of resources to go around and if we all wanna have our piece, this should be the norm for everything we buy. Repair not discard, that is.
[/idealism]
Click to expand...

I thought Apple refurbished the iPhones that were turned in for replacement.

TMay said:
Your first month here isn't getting off to a good start at all.
Click to expand...

I suspect B-Roll isn't actually new to the MacRumors forums; s/he probably didn't want to use her/his existing account to post about this subject because previous posts may contain enough info for someone at Apple to use to identify her/him.
 
B-Roll said:
I didn't say the machine is a sham. The machine replaces the display, yes. But there is no actually calibrating anything. The LCD/digitizer is already made. It either works or it doesn't. The whole "needing to be calibrated" thing is just to make the customer feel like it is the only way to do it correctly.
Click to expand...

I don't see Apple trying to advertise this so why buy it if it's just for show?
 
tanousjm said:
Having worked in three Apple Retail Stores, and subbed in a total of seven or eight, I have NO idea how a machine like that will fit in the majority of stores. Aside from the flagship stores, BoH (Back of House) is extremely crowded. At one point during the fall rush, non-invasive Genius Bar repairs had to be performed in the already-packed employee break area.

EDIT: Hahaha, I now realize that my scale on this thing was WAY off. Oh boy.

My tired brain saw it like this:

Image
Click to expand...

It looks suitcase sized, not shipping container size. That slotted bar above the machine is a shelf bracket. Normally about an inch across the face... It's not big, but I still wonder what it would do...
 
B-Roll said:
I explained the whole "calibration" thing pretty clearly to another user above. I don't know how else I can convey it.

Not making assumptions on you but it also helps to have a little bit of knowledge on how these displays are manufactured and how they actually work. Maybe you do, maybe you don't. I'm not trying to start an argument or argue, I'm just giving my knowledge on the subject. If I were unsure, I'd say so. Cheers.
Click to expand...

The tech replaces the display and the machine calibrates the touch sensitivity and that's all it does. If the calibration was not done the the customer could end up with a display that will activate just before the user touches it or the will not be sensitive enough to respond properly to touches. Maybe you can't calibrate the displays but we can. The second machine tests the proximity sensor and calibrates its intensity.
 
Replacing iPhone displays isn't something "new". Apple Stores used to replace the displays on the iPhone 3G and 3GS, and I believe they did on the iPhone 4 and 4S as well. But, customers complained that the process took too long (in reality about 5 minutes, but customers always complain about something...) and that the display felt and looked different (calibration issues). The display replacements often caused the Genius Bar to run behind schedule, which led to lower NetPromoter scores (customer satisfaction) and other issues.

So, let's take a look at this:

1. Apple used to replace displays, but customers complained about quality and length of time. Customers saw longer wait times at the Genius Bar, which caused the NetPromoter scores to drop.
2. In response to complaints, Apple institutes the process where they simply replace the device. However, customers complain they can't keep their original device and now have to restore/etc.
3. Apple responds by bringing back the display replacement process, now instituing a calibration machine to improve quality and time. However, customers still complain that the process takes too long.

Bottom line: You can't please every customer. I'm glad to see Apple bring this process back, but I still hope they offer a replacement. I'd rather have a replacement phone vs. one that someones been messing in.
 
tanousjm said:
Having worked in three Apple Retail Stores, and subbed in a total of seven or eight, I have NO idea how a machine like that will fit in the majority of stores. Aside from the flagship stores, BoH (Back of House) is extremely crowded. At one point during the fall rush, non-invasive Genius Bar repairs had to be performed in the already-packed employee break area.

EDIT: Hahaha, I now realize that my scale on this thing was WAY off. Oh boy.

My tired brain saw it like this:

Image
Click to expand...

Best part of this post was the reason for editing "I'm an idiot". I am laughing with you OP. We have all been there.

I was reading your post and thinking 'what is this guy talking about'.

----------
B-Roll said:
They aren't necessarily wronging anyone. Its just an unnecessary term. I explained a little bit more in a different post above yours.

The touchscreen and LCD are already assembled at a factory overseas. The "calibration" isn't an adjustable thing. Basically what the machine is doing is a "quality assurance" test but on the subject of calibration it does not do anything since you can't adjust how the touch screen works and where it touches after the fact that its already been manufactured.

Its no different than you getting your phone back and you go to type an R and your phone types a T. That's just defective and no "calibrating" will fix that.

And I also never said its non-necessary equipment. The machine isn't just a "calibrating" machine. It is listed as one of its features. Hope that clear it up a bit.
Click to expand...

um, all screens need to be calibrated, no? It has nothing to do with the touch screen aspect. It is about color. Your tv can be calibrated, your monitor can be calibrated. Just because the iphone is smaller, why does that mean it can't be calibrated? I have no doubt that there are adjustments that are not accessible by the user where adjustments can be made. Maybe someone who has experience with jail breaking can confirm. Heck, you could probably make your phone black and white if you wanted to.
 
charlituna said:
If by 'this' you mean replacing displays, not it didn't. As I said, I had it done as much as two months ago. Shattered screens so I know they replaced it not just fiddled with something and left the same one on trying to fool me.
Click to expand...

For what it's worth it is quite likely that the Apple store you visited was in the pilot program for these repairs. Apple will test big procedural changes in the real world via pilot programs at a few stores to gauge feedback and iron out problems before rolling the changes out to the rest of their 400~ stores.


RBMaraman said:
Replacing iPhone displays isn't something "new". Apple Stores used to replace the displays on the iPhone 3G and 3GS, and I believe they did on the iPhone 4 and 4S as well. But, customers complained that the process took too long (in reality about 5 minutes, but customers always complain about something...) and that the display felt and looked different (calibration issues). The display replacements often caused the Genius Bar to run behind schedule, which led to lower NetPromoter scores (customer satisfaction) and other issues.

So, let's take a look at this:

1. Apple used to replace displays, but customers complained about quality and length of time. Customers saw longer wait times at the Genius Bar, which caused the NetPromoter scores to drop.
2. In response to complaints, Apple institutes the process where they simply replace the device. However, customers complain they can't keep their original device and now have to restore/etc.
3. Apple responds by bringing back the display replacement process, now instituing a calibration machine to improve quality and time. However, customers still complain that the process takes too long.

Bottom line: You can't please every customer. I'm glad to see Apple bring this process back, but I still hope they offer a replacement. I'd rather have a replacement phone vs. one that someones been messing in.
Click to expand...

You're quite close.

The original repair strategy was to replace devices assuming there was no liquid damage. Liquid damage necessitated that the customer buy a new iPhone at the unsubsidized price. The kicker to this was that if a customer dropped the second iPhone in the toilet they were then unable to buy a third iPhone. This didn't last long thanks to obvious outrage by those affected.

The second repair strategy was still to replace the iPhone (still looking at iPhone & iPhone 3G) but offer $199 replacements for those with damage or otherwise out of warranty. This was response to customers who didn't understand that the $199 advertised price was a subsidized portion of the full $599.

The third repair strategy rolled out shortly before the 3GS, Genii could now replace iPhone 3G (and 3GS shortly after it's launch) displays in store. The process could easily be accomplished within a 10-15 minute window. I forget the pricing, either $99 or $199.

The next major change was with the iPhone 4 & 4S. Genii could now replace batteries, vibrate motors, cameras and rear glass. However the display was basically the last component in the device so it was not feasible to replace in house, requiring a full swap of the device if the display was shattered.

That brings us to now.

edit: Just to add, when any of the component level repairs were introduced or available the strategy was always to attempt that before proceeding with a full replacement of the device. However, due to the same reasons you outline with queues running behind and whatnot, this was rarely adhered to by employees. Often management insisted on using swaps rather than component replacement to speed up the queues.
 
markie said:
The device replacement instead of repair is one of the things that makes Apple products worth the price premium to many. It's not "abuse" - it's being used to a very high level of service, and receiving it.
Click to expand...

not to mention Apple is refurbing the phone you turn in. It doesn't just get thrown away. Lets use a little common sense folks. Where do you think the replacements come from? They are not brand new phones.

(common sense remark was more directed at the "idealism" post.)

----------
RBMaraman said:
I'm glad to see Apple bring this process back, but I still hope they offer a replacement. I'd rather have a replacement phone vs. one that someones been messing in.
Click to expand...

Someone has been messing in that phone too.
 
TMay said:
You are in way over your head.

I and millions of other people calibrate our computer/graphics cards and monitors as a system frequently, sometimes daily. The calibration takes into account the room lighting temperature, I prefer 5500k, so that colors are accurate and repeatable on any other calibrated systems, including printers.

So, Apple builds a calibration system that updates the color profile for the replaced iPhone screen in the firmware, giving it what is considered the most accurate color of any smartphone, and you think that is a scam?

Your first month here isn't getting off to a good start at all.
Click to expand...

He's talking about touch screen calibration which has been explained in this thread by others as not being able to be adjusted.

"The touchscreen digitizer as mentioned is not able to be readjusted after it is attached to the glass at the factory. It's just not happening."

God what is wrong with you people and your need to be 100% right no matter what on the internet over something as trivial as this?
 
You only read what you want. :)

RobNYC said:
He's talking about touch screen calibration which has been explained in this thread by others as not being able to be adjusted.

"The touchscreen digitizer as mentioned is not able to be readjusted after it is attached to the glass at the factory. It's just not happening."

God what is wrong with you people and your need to be 100% right no matter what on the internet over something as trivial as this?
Click to expand...

I figured I'd wake up to this storm. Haha. I think I've been a good sport!

BUT, I'm glad someone can pick apart what exactly I was talking about SPECIFICALLY relating to the touch screen. Nothing else.

As someone else stated, being in a background with dealing with touchscreens all day you kinda see one way. In my "world", when I think calibration, I relate it to people talking about the touch screen because I've heard it numerous times from uninformed people. Which I still stand by the fact that once the touchscreen digitizer is applied to the glass/LCD, that's that.

I was not talking about the display itself which would make sense, again as I have stated before.

I was blind in my one track statement talking about the touchscreen and everyone else was blind in their one track to just be "right".

To that one guy - My "first month" is going just great. ;]
 
Im a little confused as to what purpose this machine serves, if you can buy replacement iPhone screens online which work perfectly without any sort of 'calibration' what is the need for this? :confused:
 
Definitely not a sham

B-Roll said:
This "calibration" thing is a sham. Its not something that is adjusted. The display either works or it doesn't.

Have heard reports of many of these machines arriving broken or are breaking down easily. Good luck, Apple.

Maybe they can hire us guys that fix their phones already to fix their machines that are supposed to fix their phones.
Click to expand...


It's not a question of the display working or not, it's a question of the antenna calibration which is affected by the internal screws of the iPhones. You "Guys that fix their phones already" have actually been ripping people off this entire time, giving them phones that don't function correctly anymore, because you had no clue about this fact.
 
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