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Dust under iPhone 3G screen - Anybody successfully exchanged?

Firstly a thanks to all as the information in here helped me a lot in going in and getting my 2 month old iPhone 3G with specs of dust replaced.

My story to help others:

I am uk based, and went into the regent street store after booking a genius bar appointment on the apple website. I took details with my, however they didn't ask to see anything. To my surprise they didn't even look at my phone. They believed what I said, took out the sim, took my serial and gave me a new one. As simple as that! I had prepared a story incase they protested like some people had said with the `apple no longer is classifying this as a fault` routine. But nothing! While I was waiting a member of staff curiously asked what was up, and he went and fetched me a new phone to replace it whilst the man who did all the paper work was busy!

The ONLY quarrel I had was that I realised - foolishly - once I had left the store, that my iPhone 3G 16gb, had been replaced with a new 8gb! The reason I didn't check at the time was I booked one of the last appointmenst of the day, 8:40pm, for my convenience. Of course they were overrunning, so I didn't get served until 9:05, after the shop had shut, therefore they were possibly rushing me through so everyone could go home! I've checked all the serial numbers from the paperwork they gave me, and they all match. Somehow an 8gb has slipped through the net on there system as being a 16gb. Therefore I am going back tomorrow and will be getting a new one. I can't see it being a problem.

However, the guys were as nice as punch.

I had 3 specs of dust under my screen. All about level with the fixed bar on the iPhone. My iPhone had the usual 2 months worth of scratches and chrome damage. So it seemed well worth it.

I also had 3.0 beta installed as part of a dev programme I am in. However they didn't check this either. Although when I asked the guy if he had tried 3.0 he worringly asked me if I had 3.0 installed on mine, and sounded rather concerned! Of course my paper work was all fine and he was showing me out of the shop at the time, so I said no. But be warned, they may by tetchy if you have 3.0 installed. Personally I've had my try of it, and tested the apps I needed to, and especially until this is resolved, won't be going back. I can wait. It's good, and some features are awesome. But not worth me losing my phone.

Thanks

Oli3000
 
Screen only replaced for dust

Just went to local Apple store in USA and presented phone for repair/replacement for dust under glass (5-10 pcs of dust one of which was fairly large). Only glass and LCD were replaced :confused:. I guess that saves Apple $ somehow ;). Genius rep. said that the phone had considerable dust in it (not just on the screen). It seems that Apple dropped the ball on dust protecting these phones.:( What can I say, I'm in construction and I do not think that these phones should only be for white collar workers who always stay far away from dusty enviornments!:mad:
But to tell you the truth , that is the least of my gripes. I am livid that the iPhone has so little RAM for the awsome and powerful 3rd party applications to run on. I know that there is no way to add RAM to these phones and that I will have to wait for Apple to release a new version of the iPhone and pay through the nose for it to get proper functionality out of the iPhone.
I am also not happy that iTunes backups cannot be deselected in Windows and cannot memorize the position of the iPhone's icons :eek:.

As far as dust goes, mine definately got into the phone later; it was not in the phone from the factory.
I am considering looking for dust plugs to cover over the iPhones holes when not in use; but, I do not know how it may effect the temperature of the phone or what other side effects that such covers could cause.:cool:
 
I went in today for dust under my iPhone 3G screen. The genius told me he was going to remove the glass and clean out the dust. He said it was gonna be a 5 minute procedure. I said ok so he walked into the back of the store and I went to go play with the new Mac Pro.

20 minutes later he comes out and says that he can't get the phone to boot. I looked at it and it was stuck on the apple logo screen so he told me that he's just gonna replace. I was ecstatic!

My new iPhone feels so crisp. :D
 
angemon89 said:
The genius told me he was going to remove the glass and clean out the dust. He said it was gonna be a 5 minute procedure.
*snipped*
20 minutes later he comes out and says that he can't get the phone to boot.
Click to expand...

This is exactly why having these so-called "geniuses" do screen replacements in-store was a stupid idea. I can understand them wanting to save money by not having to do full replacements for dust and other screen defects, but they're looking in the wrong place for a solution. Hey Apple, how about fixing your quality control so people don't have any problems to begin with?
 
dust and little scratch

I have dust under my iPhone screen. However, I have a small scratch at the far end of my screen. Will apple replace my iPhone?
 
What makes you people think that you deserve an entirely new iPhone?

If a screen replacement fixes the dust issue, what's the problem?

Be more careful with your phone if you're obsessive over scratches and other wear. Replacing an entire device just because of some dust under the screen is ridiculous, and shouldn't be on Apple's dime.
 
Chris Welch said:
What makes you people think that you deserve an entirely new iPhone?

If a screen replacement fixes the dust issue, what's the problem?

Be more careful with your phone if you're obsessive over scratches and other wear. Replacing an entire device just because of some dust under the screen is ridiculous, and shouldn't be on Apple's dime.
Click to expand...

I would rather have my screen replaced then getting a new iPhone because I have a lot of stuff on my phone that I don't want to install again.
 
xbuddycorex said:
I was recently told by a Genius that standard procedure is to replace an iPhone with dust under the screen. This replacing the screen crap is ... crap.
Click to expand...

You are talking complete crap.

I'm a new member but long time lurker. This thread was what got me to register.

I've had my iPhone 3G since launch last year and since then it has been accumulating dust under the screen. I'd say 60% of the screen had dust particles covering it, from the bottom left hand corner all the way up to the top right (mostly diagonally).

I booked a Genius Bar appointment for this afternoon at the Apple Store on Regent Street. Explained to the Genius that there's a lot of dust under the screen and that it's especially visible in the light. He took one look at it, and said I'm just going to speak to my supervisor. Walked off back, two minutes later back again and said that they'll replace the screen there and then.

20 minutes later, I've got a new screen. And how do I know that I've got a new screen and not a new handset? Exactly the same scratches are on the unit.

Take it in and see what they say.
 
Are they still replacing in the UK?

I have an immaculate 16GB iPhone 3G (bodywork is completely pristine, as new) but recently I have noticed 3 or 4 dust specs under the screen which are really starting to bug me.

Regent street is my nearest store and I wouldnt be able to go until next week, so would they replace it?
 
J400uk said:
Are they still replacing in the UK?

I have an immaculate 16GB iPhone 3G (bodywork is completely pristine, as new) but recently I have noticed 3 or 4 dust specs under the screen which are really starting to bug me.

Regent street is my nearest store and I wouldnt be able to go until next week, so would they replace it?
Click to expand...

Yes they will replace it
 
so i've had my 3g for almost a year, and just assumed the dust under the screen was something i had to deal with until i found this thread. do you guys know what the time limit would be on something like this, like would apple still be willing to at least replace the screen?

edit: i'm in the states, by the way
 
stone315 said:
so i've had my 3g for almost a year, and just assumed the dust under the screen was something i had to deal with until i found this thread. do you guys know what the time limit would be on something like this, like would apple still be willing to at least replace the screen?

edit: i'm in the states, by the way
Click to expand...

I got my 3G on Launch Day, and just recently went in to ask if they could do anything about the dust under the glass. The Genius checked out the phone (looking for evidence of abuse, I assume) then said they'd replace the whole display. I was out of there in 15 minutes with a new display on my iPhone. So, they'll correct the dust issue under warranty.
 
stone315 said:
so i've had my 3g for almost a year, and just assumed the dust under the screen was something i had to deal with until i found this thread. do you guys know what the time limit would be on something like this, like would apple still be willing to at least replace the screen?

edit: i'm in the states, by the way
Click to expand...

One year, that's how long the warranty is.
 
I've had my 3G since July of 2008. It had a small piece of dust under the screen since day 1, but didn't worry too much about it then. Got a couple more smaller ones over the past month or so. I took it in today to the Apple store and pointed out the dust specks, as well as the fact that my battery isn't holding a charge quite as well as it used to (which is true, its been discharged and charged daily for the past 11 months!) So they said they would just go ahead and replace the whole thing. So got a brand new iPhone today 11 months after purchase, and put it on eBay this afternoon since I ordered a 3GS last week. A one year warranty is a one year warranty! Kudos to Apple for taking care of it properly, and I was glad to help them clear out the rest of their discontinued 3G 16GB stock.:D
 
The Trafford Centre Store, Manchester, UK are replacing the screen now, rather than a swap out too.

The Genius took my iPhone away for 10 minutes and it came back with the screen replaced. However, there was a bit of new dust under the screen. So, he went and changed the screen again.

I've noticed a tiny bit of dust this morning right at the side of the lcd screen. Don't know if I can be fussed messing around again.
 
apple vs apple

Hi All,

Been a long time reader, but this thread got me on board and posting.

Like many others i too had dust/white specks under the screen. Seemed to suddenly appear overnight after having the iPhone 3G for about 10 months.

I'm in Australia by the way.

Called apple care and the guy i spoke to was very helpful. Seemed to be familiar with the problem and told me my phone would be replaced with a brand new one. Gave me 2 options:

1. Send my iphone into apple, they send me a new one. Up to 10 working days for the whole process.
2. Take my phone into the apple store (there are only 2 in my state), see a genius, get it replaced on the spot.

Obviously with practically no down time an attractive advantage, i went for option 2. This turned out to be the worst thing i could have done.

The guy on the phone made a booking for me for the next day, told me he'd put all the notes and instruction on my account that my phone was to be replaced on the spot and that was all said and done.

Went into the store the next day. Saw a genius. He wasn't interested in my case id from the phone call the day before. He looked at the phone, acknowledged the problem and told me that they'd take it out the back and replace only the screen - not the whole phone.

I then put the argument forward that:

1. Thats only a temporary solution and i don't want to have to bring my phone back 10 times. (little did i know this thread existed and some people are on their 7th or 8th replacement).

2. Apple (on the phone the day before) had already promised me a brand new phone on the spot, so they needed to honor that agreement.

Well the genius went and got the assistant manager. He flat out refused to replace my phone, even though he acknowledged that the apple care guy on the phone had promised me it would happen. He also acknowlded that it did indeed say this on my case notes, but that "apple care has no control over what he or the store does, and he has the power to do whatever he sees fit - no matter what apple has promised me over the phone".

Mind you, this was all relayed to me with extreme attitude.

He told me that i could take the phone back, send it to apple, and get it replaced. Or just have the screen only replaced in the store.

2 hours on the phone later to different senior customer relations people and support personnel - and i now apparently had a special ovverride code put on my case notes that overrides anyone else and guarentees they replace my phone in the store.

Saw the same genius. who looked up the notes, saw the special clearance, and proceeded to process the replacement.

During the process the assistant manager from earlier, notices me and rushes over. Asks me whats happening, i tell him what's been arranged, and he yells 'NO' - tells the guy to stop processing the replacement and tells me again that he wont replace the phone.

More phone calls to apple customer relations again, and 4 different people call the apple store and speak with this assistant manager who refuses to replace my phone to everyone he speaks to from apple.

At the end of the day, all of the apple senior customer relations people tell me that they cant force him to do it. To make it all even sweeter, they tell me my only option now is to send my phone into apple, and they'll send me a new one. Hey - that was option 1 from the start of my post.

I left the store after waiting there for 3 hours.

At the end of the day, i spent 3 hours going through hell to end up where i was the day before on the phone to apple.

So here i am the next day - posting my phone into apple. In a call to their customer relations last night, they basically told me that apple care (when you call them) and the apple store (when you go see them) are 2 different entities, who are not linked in any way and do not work together. To me this is just absurd. They are both apple. Its not like the apple store is a reseller or third party supplier.

So to end a lengthy post - my advice to anyone in Australia is - Don't go to the apple store in Sydney. Go to Chatswood if you have to. But clearly your best support is going to come from apple over the phone and not by going to one of their own stores - which i think is absolutely ridiculous. All the store wanted to do was play a 'them and us' game and point the finger. Their focus was certainly not on honoring apple's word or satisfying their customers.


Apologies to everyone reading this for the long post!!
 
redcupr said:
I got my 3G on Launch Day, and just recently went in to ask if they could do anything about the dust under the glass. The Genius checked out the phone (looking for evidence of abuse, I assume) then said they'd replace the whole display. I was out of there in 15 minutes with a new display on my iPhone. So, they'll correct the dust issue under warranty.
Click to expand...

Thats exactly what just happened to me in Regent Street, they replaced the whole display with a new one. Seems to have fixed the problem, think I might extend the warranty though.

Just reading the above post, if it happens again I will send it back via post and try and get a new phone rather than going up to Regent Street (bloody effort).

Anyone know what will happen once the 3GS is out regarding replacement of a normal 3G? Will it be a refurb or will they keep a stock?
 
Just wanted to share my experience and opinion.

I too had my original 3G replaced here in Portugal, by the third-party reseller (no Apple stores here yet) for a couple of dust specs in the middle of the screen. At the time it seemed an unbearable blemish on an otherwise perfect device.

It took me quite some time to convince the guy there to find it an acceptable reason for exchange, but he ended up doing it. I was thrilled... till I got home and inspected my "new" iPhone a little more closely (keep in mind that every replacement comes from just a pile of unboxed devices reserved for that purpose, not a packaged-as-new unit!) - it had an horrible display (yellow and blurry), the chrome edges were sharp enough to cut myself and it had a dead pixel. Needless to say, I took it back the next day and the same guy agreed to exchange it again (this time I was far from being picky).

So, we went through the whole inventory of replacement units, only to realise that each and every one of them had some sort of defect. I ended up settling for the least problematic - the display was as good as my original one, edges were only slightly sharp here and there and there seemed to be no dust under the screen. Yet. All this to say that, as of today, a few months later, dust has indeed been creeping under the screen again (in higher amounts than previously), a half-dead pixel has appeared and I have the overall feel that my current iPhone is actually worse than my original unit. I simply wish I hadn't replaced it in the first place.

I love Apple and their products, but there's one thing everyone must understand - the iPhone has below average build quality and/or quality control. No replacements (no matter how many) will ever change that. Dust will appear on every iPhone, simply because it wasn't designed to prevent it. It's a wonderful device, other than that. Learn to live with it, as I did.
 
I've also noted the general quality of the 3G isnt as good as the 2G, and there do seem to be many issues with the screen with dust, dead pixels and yellowish tints. Quite why they couldnt have kept the perfect screen from the 2G, I don't know.
 
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