iPhone 5 power button problem

[caesarp]

This just started happening to my 5 and I'm 10 days out of warranty. Took it my Apple store today and was told it would cost $264.00 for a replacement. Decided to try calling Apple and after the operator put me on hold for 10 min they waived the $19.99 tech fee to suggest setting my phone up as new.

I don't ever feel entitled to things but I thought they would do something "helpful" about this.

I had no issues getting a flawless replacement refurb for my iphone 5 today due to a faulty wake/sleep button. It was several months out of warranty as I got it october 2012. I did make sure to tell the genius that the issue showed up over the summer but progressively got worse. He spoke with the manager and was authorized to replace with a refurb. Whole thing took 15 minutes. No fee at all. I asked if they could do an iphone 5s. He said no, but didn't hurt to ask.

Here is the receipt. As you can see it would have been $269.00. But there was no charge. I suggest you try another store or go back and try again:

Thank you for visiting the Apple Store. Below is a copy of your service record.
Apple Store Suburban Square
07-Dec-13
(610) 726-9400
Genius Bar Work Authorization & Service Confirmation

Repair No: R109957860
Customer Information
Product Information

Warranty Status: Out of Warranty(OW)
USA Model: IPHONE 5
Date of Purchase: 15-Oct-12
Serial No: xxxxxxxxxxxx
Problem Description/Diagnosis

Issue: Customer states iPhone sleep wake button it unresponsive
Steps to Reproduce: Visually verified.
Proposed Resolution: Swap.
Cosmetic Condition: iPhone is in great condition.

Employee 202679975

Repair Estimate
Item Number Description Price Amount Due
661-6888 iPhone 5, MM, 32GB, Black
Replacement Serial Id: DQXxxxx, IMEI: 99xxxxxxx $ 0.00 $ 0.00
S4897Z/A IPHONE 5 FLAT RATE REPAIR RETAIL-INT $ 269.00 $ 269.00
Total (Tax not included) $ 269.00 $ 269.00


Work Authorization. I agree that the Repair Terms and Conditions on the reverse side of this page will apply to the service of the Product identified above; Apple is not responsible for any loss, corruption, or breach of the data on my product during service; as loss of data may occur as a result of the service, it is my responsibility to make a backup copy of my data before bringing my product to Apple for service; goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Parts and Service
Item Number Description Price Amount Due
Same as described above
Total (Tax not included) $ 269.00 $ 269.00

 

[jargon51]

I just went in yesterday and was told that they could not replace my phone unless I was willing to spend $269? Should I go back and press the issue? This button is driving me nuts.

 

[caesarp]

I just went in yesterday and was told that they could not replace my phone unless I was willing to spend $269? Should I go back and press the issue? This button is driving me nuts.

Did you see my post yesterday? Make sure you say the problem progressed but started a while ago. Try another apple store or ask for new manager at your original apple store. Tell them common problem. Here's my post from yesterday:

I had no issues getting a free flawless replacement refurb for my iphone 5 today due to a faulty wake/sleep button. It was several months out of warranty as I got it october 2012. I did make sure to tell the genius that the issue showed up over the summer but progressively got worse. He spoke with the manager and was authorized to replace with a refurb. Whole thing took 15 minutes. No fee at all. I asked if they could do an iphone 5s. He said no, but didn't hurt to ask.

Here is the receipt. As you can see it would have been $269.00. But there was no charge. I suggest you try another store or go back and try again:

Thank you for visiting the Apple Store. Below is a copy of your service record.
Apple Store Suburban Square
07-Dec-13
(610) 726-9400
Genius Bar Work Authorization & Service Confirmation

Repair No: R109957860
Customer Information
Product Information

Warranty Status: Out of Warranty(OW)
USA Model: IPHONE 5
Date of Purchase: 15-Oct-12
Serial No: xxxxxxxxxxxx
Problem Description/Diagnosis

Issue: Customer states iPhone sleep wake button it unresponsive
Steps to Reproduce: Visually verified.
Proposed Resolution: Swap.
Cosmetic Condition: iPhone is in great condition.

Employee 202679975

Repair Estimate
Item Number Description Price Amount Due
661-6888 iPhone 5, MM, 32GB, Black
Replacement Serial Id: DQXxxxx, IMEI: 99xxxxxxx $ 0.00 $ 0.00
S4897Z/A IPHONE 5 FLAT RATE REPAIR RETAIL-INT $ 269.00 $ 269.00
Total (Tax not included) $ 269.00 $ 269.00


Work Authorization. I agree that the Repair Terms and Conditions on the reverse side of this page will apply to the service of the Product identified above; Apple is not responsible for any loss, corruption, or breach of the data on my product during service; as loss of data may occur as a result of the service, it is my responsibility to make a backup copy of my data before bringing my product to Apple for service; goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Parts and Service
Item Number Description Price Amount Due
Same as described above
Total (Tax not included) $ 269.00 $ 269.00

 

[jargon51]

Thank you and yes I did see this. I will go in again and see if they can help.

Thanks!

 

[msahadi]

After stewing on this for a couple hours Friday I wrote a lengthy email to Tim Cook. Wasn't expecting anything to come from it, just really wanted to vent to a CEO. I had completely forgotten about it till today when I got a call from a Corporate Executive Relations person. She explained why they don't usually replace out of warranty items but will make a one time exception.

I guess it pays to go through life thinking the world owes you one.

 

[zBoost]

Finally got my iphone 5 replaced. Power button was numb from the right. New one works fine though.

 

[thekb]

Did a info check from this site:
http://www.chipmunk.nl/klantenservice/applemodel.html/
& this is what my query told me:

Nice Name: iPhone 5 (GSM/LTE135/International)
Machine Model: iPhone5,1
Name: iPhone 5
ModelCode: iphone_5
Family name: A1429
Model Number: MD298
Group1: iPhone
Group2:
Generation: 7
CPU speed: 1.3GHz
Screen size: 4 inch
Screen resolution: 1136x640 pixels
Colour: White
Production year: 2013
Production week: 43 (October)
Model introduced: 2012
Capacity: 16GB
Memory - flavour: xx
Factory: C7 (Maybe Refurbished?)

Does anyone know what factory location is C7?

Cheers

Here's my info for my replacement phone I just received. Interestingly, my model number changed from my original iphone 5 -- from MD659 to MD661. Anyone know why the model number changed from one year to the next?

Nice Name: iPhone 5 (CDMA/LTE. Sprint/Verizon/KDDI)
Machine Model: iPhone5,2
Name: iPhone 5
ModelCode: iphone_5
Family name: A1429
Model Number: MD661
Group1: iPhone
Group2:
Generation: 7
CPU speed: 1.3GHz
Screen size: 4 inch
Screen resolution: 1136x640 pixels
Colour: White
Production year: 2013
Production week: 44 (November)
Model introduced: 2012
Capacity: 32GB
Memory - flavour: xx
Factory: DQ (China - Foxconn)

 

[LadyX]

The power button on my iPhone 5 is completely unresponsive. It used to work when I pressed on the the left side of the button but now it's totally broken. I can't lock my phone, I have to wait until it locks automatically, and I have to press the home button to wake it up. My iPhone is out of warranty and when I contacted the store I got it from they said they can't do anything since it's out of warranty. I told them I'm willing to pay, they said they need to check with the management and will let me know.

 

[iMrNiceGuy0023]

I see others at the Apple message board are having the same issues:
https://discussions.apple.com/thread/5127991?start=45&tstart=0

Im having the same issue with my iPhone 5 button, my phone has been in a case since day 1. My 4 and 4S never had any power button issues.

Whats the best way to get a FREE replacement out of warranty?

 

[zBoost]

iPhone 5 power button problem

Yes this is what usually goes wrong. Never heard that happen on 4s and mine was perfect. Unboxed brand new 5 and it was like that out of the box. Though everything else was perfect, I went for replacement. The new one they've sent is good with the buttons but instead came with a little nick on the chamfered edge. Credit goes to the great QC @ foxconn.

 

[Retired Cat]

Any way to buy the parts for the lock button and fix it yourself? $269 replacement fee for this kind of problem is just ridiculous.

 

[LFSimon]

Self Fix and also Credit Card Automatic Extended Warranty

Any way to buy the parts for the lock button and fix it yourself? $269 replacement fee for this kind of problem is just ridiculous.

Yes

Google iphone 5 power lock button fix and you'll find lots of info on this.

----------

I was pondering this and just remembered that my MasterCard includes some benefits including a warranty extension that doubles any manufacturer's warranty up to an additional year. I called and this would be covered since I purchased the phone with that credit card and Apple's one year warranty expired a few months ago.

So if you bought your phone with a credit card you might want to see if you have this coverage on your card.

 

[iMrNiceGuy0023]

Yes

Google iphone 5 power lock button fix and you'll find lots of info on this.

----------

I was pondering this and just remembered that my MasterCard includes some benefits including a warranty extension that doubles any manufacturer's warranty up to an additional year. I called and this would be covered since I purchased the phone with that credit card and Apple's one year warranty expired a few months ago.

So if you bought your phone with a credit card you might want to see if you have this coverage on your card.

I have a citi MasterCard as well. What's there procedure? Do you have to send the phone to MasterCard? Or do they just credit you the amount?

 

[LFSimon]

I have a citi MasterCard as well. What's there procedure? Do you have to send the phone to MasterCard? Or do they just credit you the amount?

You have to look up the benefits for your particular card and see the procedures. The benefits will vary for different cards and some have them and some don't and it isn't limited to MasterCard. Procedures can vary as well. For mine you make a claim over the phone and they send you a form (might be able to do it online). You need documentation such as receipt, credit card statement showing the original charge (you can request old ones from your card issuer), manufacturer's warranty, and either repair bill or estimate. You don't have to send your phone it.

I haven't done this yet as I'm waiting to receive the copy of my credit card statement from 15 months ago which I requested the other day. But I've done this years ago - got repairs done to a laptop that had a screen go out when it was out of warranty.

 

[DipDog3]

I had no issues getting a flawless replacement refurb for my iphone 5 today due to a faulty wake/sleep button. It was several months out of warranty as I got it october 2012. I did make sure to tell the genius that the issue showed up over the summer but progressively got worse. He spoke with the manager and was authorized to replace with a refurb. Whole thing took 15 minutes. No fee at all. I asked if they could do an iphone 5s. He said no, but didn't hurt to ask.

Thanks, I was waiting to see if anyone had been successful in getting a free replacement. I will try this and see if it works.

 

[LadyX]

The power button on my iPhone 5 is completely unresponsive. It used to work when I pressed on the the left side of the button but now it's totally broken. I can't lock my phone, I have to wait until it locks automatically, and I have to press the home button to wake it up. My iPhone is out of warranty and when I contacted the store I got it from they said they can't do anything since it's out of warranty. I told them I'm willing to pay, they said they need to check with the management and will let me know.

My iPhone 5 power button has been finally fixed! At no cost! Hallelujah

 

[plasmo]

I see others at the Apple message board are having the same issues:
https://discussions.apple.com/thread/5127991?start=45&tstart=0

The problem with the Apple Discussion board is that they constantly delete messages that pertain to any type of recall or attempts to form a petition to this matter.

Here's a link to an article about the iPhone 5 Petition and how to fix the button yourself:
http://iphone-developers.com/home/i...s-emerged-to-put-an-end-to-the-many-of-us-wi/

Here's a direct link to the petition:
http://iphone5recall.com/

Here's a Reddit thread about this same problem:
http://www.reddit.com/r/iphone/comments/1ufojl/pass_this_along_if_your_iphone_5_power_button_has/

 

[Bbafett]

My wife replaced my power/audio flex cable this weekend. Took about hour and a half using the ifixit replacement cable with brackets attached. Wasn't too bad. Stressful b/c I was worried about something breaking but she is great with computer hardware and this wasn't our first iphone to take apart. Although this was the furthest we had to remove everything.

Only two issues we had were getting the screen off and the battery out. The adhesive they use to have the battery in there is strong. Had to kind of pry the battery away as using the tab to pull it out wasn't doing it. Now that the seal is broken taking out the battery would be easy.

Put everything back in after replacement and working great. I had the problem where the power button only worked on the far left side of the button and even then had to hit it a few times even then.

 

[plasmo]

My wife replaced my power/audio flex cable this weekend. Took about hour and a half using the ifixit replacement cable with brackets attached. Wasn't too bad. Stressful b/c I was worried about something breaking but she is great with computer hardware and this wasn't our first iphone to take apart. Although this was the furthest we had to remove everything.

Only two issues we had were getting the screen off and the battery out. The adhesive they use to have the battery in there is strong. Had to kind of pry the battery away as using the tab to pull it out wasn't doing it. Now that the seal is broken taking out the battery would be easy.

Put everything back in after replacement and working great. I had the problem where the power button only worked on the far left side of the button and even then had to hit it a few times even then.

Thanks for the tips @Bbafett. I'm planning on doing this as well, but a little later after my contract from ATT expires, and I have a new phone in hand, just incase I f&kx things up. Did you basically follow the instructions on ifixit website, and buy the flexcable from them?

 

[rockyboyy]

I am really beginning to second guess Apple's quality control these days. I picked up a replacement (refurb) from Apple the other day. I became suspicious when the new one took a while to detect my SIM. It had the message: Unable to detect SIM.

After a while, it worked. However, just today I lost audio from all sources after a call. I couldn't get audio from BT, headphones, from VOIP, the ear piece speaker, or external speaker.

I went to Apple and had it replaced.

In my car, I had trouble with the power button again with the just replaced unit. Right now, it's working but I believe by the end of the week it will happen again, causing me to make yet another visit back to Apple. The girl at Apple (the first time) says this issue hasn't been fixed. But likely will be when the 5S makes it's debut.

 

[Bbafett]

Thanks for the tips @Bbafett. I'm planning on doing this as well, but a little later after my contract from ATT expires, and I have a new phone in hand, just incase I f&kx things up. Did you basically follow the instructions on ifixit website, and buy the flexcable from them?

I actually was watching a youtube video. I think their instructions would have been fine on ifixit, but I wanted to see how everything came apart step by step instead of pictures. I did buy the flexcable w/ brackets rather than just the flexcable itself so I didn't have to worry about detaching and reattaching the audio/power brackets. Wasn't a big price difference anyway.

I don't blame you for waiting. It was bugging me too much and my phone was going to be passed down to my kid when I upgraded later this year so I figured I might as well go ahead and do it. Wasn't too bad, just don't drop one of those screws, and be careful getting the battery out.

We had a nice tool set I picked up on Amazon that had all the tools we needed when we upgraded my macbook pro HD.

 

[jread]

I've run into this exact same problem. Luckily I paid for an extended warranty through my carrier and they are going to replace it for free. The guy I talked to at the Verizon store said that they have had MANY iPhone 5 replacements due to this issue, but that Apple won't acknowledge that it exists.

 

[b.c.]

my iPhone 5 developed this problem after about 4 or 5 months. it got worse slowly over the next couple months until recently the power switch was basically totally unresponsive. For a while, it was working slightly better on the left side of the button, but no more.

I visited the Genius Bar and mentioned the problem and without further question I was offered a free replacement (refurbished) as my iPhone was still under AppleCare.

but it was clear from the lack of further questions or inspection of the phone that this must be a commom problem with the iPhone 5 (I never had this problem with my previous 3GS or 4S, both of which were much older)

 

[Artmuzz]

I recently got a replacement iPhone 5S because the earphone jack was very slightly crooked.

The replacement I got still has this problem with the earphone socket.

Anyway back on topic I have noticed that on my replacement iPhone 5S the power button seems to be a little loose unlike on the iPhone 5S I returned. However I seem to be able to use it better on the official iPhone 5S case than I did before when it wasn't loose or rattling.

 

[drwayne]

You're not alone

Unfortunately many people are having the same problem with the power button and if you're like many of us and got your iPhone 5 shortly after introduction, you're out of warranty and out of luck. Your options are to upgrade to a new phone through your carrier, have apple fix it for $100s, or use the accessibility feature. On the latter, you have to put up with this floating white button and three key presses to lock your phone. I'm disappointed that Apple doesn't stand behind their product better since this is clearly a design flaw. Pay several hundred dollars for a premium product and a problem that is happening to a bunch of people just out of warranty and apple's response is "sorry".