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Zimpaz

macrumors regular
Original poster
Jun 11, 2007
161
36
Hi Guys,

Wonder if anyone has been to an apple store yet to get their iphone 5 sleep button fixed?

It says on the website that they will send it off for repair and give you a loaner phone in the mean time but when i asked apple support on the chat thing they said they would replace the phone on the spot.

Its a 100 mile round drive to my nearest apple store in Bristol so i dont fancy having to go back in again to pick up my fixed iphone.

My genius appointment is tomorrow afternoon!
 

J@ffa

macrumors 6502a
Jul 21, 2002
684
47
Behind you!
The website is probably referring to the mail-in option. They'll replace your phone on the spot, the only exception being if they don't have any in stock. That's a pretty unlikely scenario with the iPhone 5, given that it's only one model old.
 

emjaycee18

macrumors regular
Jun 14, 2010
192
5
For the sleep/wake button, all repairs are sent out. On top of that they will only send it out for repair if it fails during their testing. So if your phone is only acting up intermittently, it'll only be eligible if it fails in store.
 

Thrifty1

macrumors regular
Nov 21, 2009
215
27
I brought mine to the local Apple store last night. I only have the problem intermittently -- told them that and they did not even try the button. I actually have a bigger problem with the down volume button and hope this fixes that (both are on the same flex cable). He noted on my repair to take a look at the volume button as well.

They have to send it out for repair and will give you a loaner while it is being fixed. I just brought my old iPhone 4 and had them set that up as my temporary device.

They wipe your phone so be sure to back it up. They also run a diagnostics test on it that checks the audio, camera, vibration alert, wifi, etc and also did a thorough visual inspection to note any scratches, dents. They want to verify there are no other issues and document the phone condition. The entire process took about 25 minutes (I had backed it up before arriving).

I was told it will be about a week. I asked if he had done many this week and he said there have been a lot brought in.
 

T5BRICK

macrumors G3
Aug 3, 2006
8,313
2,387
Oregon
Its a 100 mile round drive to my nearest apple store in Bristol so i dont fancy having to go back in again to pick up my fixed iphone.

They send it out for repair:

Replacement of the sleep/wake button mechanism is done at an Apple Repair Center. There are two ways to send your iPhone to the repair center—carry-in or mail-in. See below for details. The replacement process takes approximately 4-6 days from the time your iPhone is received at the repair center until it is returned to you. Your iPhone will be examined prior to any service to verify that it is eligible for this program and is otherwise in working order. Before sending your iPhone to Apple for service, you will need to back up all your data and erase all your content and settings.

Your best option would probably be mailing it in.

https://ssl.apple.com/support/iphone5-sleepwakebutton/
 

emjaycee18

macrumors regular
Jun 14, 2010
192
5
So the apple support guy was misinformed? I printed off a screenshot of the chat. Maybe that will persuade them to give me a new one on the spot?

Will be seriously peed off if i end up having to go there twice.

Do you have Applecare? I believe that they may be swapping out Applecare iPhones (in warranty). If your phone is out of warranty (like mine was), then they are sending them all out. From the time that I went in, it seems that they have a corporate policy in place and they don't really have any wiggle room on the issue.
 

zorinlynx

macrumors G3
May 31, 2007
8,271
18,202
Florida, USA
Why are they sending it out anyway? Wouldn't it make more sense to give the customer a refurb, then send out the customer's old phone to be fixed and made into a new refurb?

It just seems a lot simpler to do it the replacement way. Not to mention more convenient for the customer.
 

pnoyblazed

macrumors 6502a
Mar 1, 2008
987
404
I brought mine to the local Apple store last night. I only have the problem intermittently -- told them that and they did not even try the button. I actually have a bigger problem with the down volume button and hope this fixes that (both are on the same flex cable). He noted on my repair to take a look at the volume button as well.

They have to send it out for repair and will give you a loaner while it is being fixed. I just brought my old iPhone 4 and had them set that up as my temporary device.

They wipe your phone so be sure to back it up. They also run a diagnostics test on it that checks the audio, camera, vibration alert, wifi, etc and also did a thorough visual inspection to note any scratches, dents. They want to verify there are no other issues and document the phone condition. The entire process took about 25 minutes (I had backed it up before arriving).

I was told it will be about a week. I asked if he had done many this week and he said there have been a lot brought in.

which apple store did u go to?
 

T5BRICK

macrumors G3
Aug 3, 2006
8,313
2,387
Oregon
So the apple support guy was misinformed?

Yup, it sounds like he was misinformed. The Apple website has answers to your questions so far.

Why are they sending it out anyway? Wouldn't it make more sense to give the customer a refurb, then send out the customer's old phone to be fixed and made into a new refurb?

It just seems a lot simpler to do it the replacement way. Not to mention more convenient for the customer.

Because replacing the cable and returning the same phone is cheaper than giving everyone with the issue a new phone.
 

YanniDepp

macrumors 6502a
Dec 10, 2008
556
132
Your phone gets sent away for repair, and you get it back a week later. They won't swap it for another one unless it's under warranty. Here's how the process works:

  • You take your iPhone in, and they check the serial number for eligibility.
  • They wipe it, and upgrade it to iOS 7.1 using Apple Configurator.
  • They load a specialist app for diagnosing issues with the buttons around the phone, then launch it.
  • Before anything is tested, they note the cosmetic condition of the phone, especially any screen marks / dents / scrapes.
  • The app that gets loaded onto your iPhone tells the member of staff to perform a series of tasks, and gives them a time limit of a few seconds for each task.
  • Using a stylus, they will test the left, middle, and right edges of the sleep button.
  • Using a stylus, they will test the top, right, bottom, left, and centre of the home button, in turn.
  • They will test the volume buttons.
  • At this point, the phone will complete a self-test for a few minutes. During this process, the speakers will play a sound, and the camera flash will light up.
  • The member of staff will input the results of the test into an iPad, get you to sign "on the screen" with your finger, and if you ask for it, "loan" you a phone while yours is being replaced. You'll have to sign another agreement (in triplicate) if you take a loan phone.
 

Thrifty1

macrumors regular
Nov 21, 2009
215
27
Picked up my iPhone 5 today as the local store called to say it was fixed. I dropped it off last Thursday and picked it up today, Friday.

Be sure to check your phone carefully when you pick it up. I had a couple of issues:

- about 5 little bubbles along one side of the screen (not on the active part of the screen, at the very edge by the phone frame. Barely noticeable, but they were not there when I dropped it off.

- a big piece of some foreign material covering over 1/2 of the camera lens (inside the phone).

The technician at the Apple store took it to the back and fixed the issues for the most part. He could not get 2 of of the bubbles out (said it was just how the screen was sitting on the frame) but they were so small I could hardly notice them and they were right on the edge of the glass. I don't really care as my case covers the edge anyway. I had to hold it very close to see them so will never notice them in daily use.

The technician said they normally don't share all that was done, but he showed me the notes from the repair.

- flex cable assembly (for sleep / wake and volume buttons) replaced.

- battery replaced (did not pass their test at the repair facility).

- camera module replaced (did not pass their test at the repair facility).

- screen replaced (forget why he said that was replaced)

The best news is the problem with my volume down button not working is now fixed!!! This was the biggest issue I was having and had hoped this replacement program would fix that.

Overall, I'm very satisfied w/ the repair. I've had my phone back for several hours today and my battery is still at 99%... nice to have a new, fresh battery in my 17-month old iPhone.
 

b3av3r

macrumors regular
Dec 9, 2012
185
0
Louisiana
We had a problem with the 5 sleep button and once they confirmed the issue in store they swapped for a different phone. Entire process took maybe 15 minutes.
 

mtneer

macrumors 68040
Sep 15, 2012
3,179
2,714
Picked up my iPhone 5 today as the local store called to say it was fixed. I dropped it off last Thursday and picked it up today, Friday.

Be sure to check your phone carefully when you pick it up. I had a couple of issues:

- about 5 little bubbles along one side of the screen (not on the active part of the screen, at the very edge by the phone frame. Barely noticeable, but they were not there when I dropped it off.

- a big piece of some foreign material covering over 1/2 of the camera lens (inside the phone).

The technician at the Apple store took it to the back and fixed the issues for the most part. He could not get 2 of of the bubbles out (said it was just how the screen was sitting on the frame) but they were so small I could hardly notice them and they were right on the edge of the glass. I don't really care as my case covers the edge anyway. I had to hold it very close to see them so will never notice them in daily use.

The technician said they normally don't share all that was done, but he showed me the notes from the repair.

- flex cable assembly (for sleep / wake and volume buttons) replaced.

- battery replaced (did not pass their test at the repair facility).

- camera module replaced (did not pass their test at the repair facility).

- screen replaced (forget why he said that was replaced)

The best news is the problem with my volume down button not working is now fixed!!! This was the biggest issue I was having and had hoped this replacement program would fix that.

Overall, I'm very satisfied w/ the repair. I've had my phone back for several hours today and my battery is still at 99%... nice to have a new, fresh battery in my 17-month old iPhone.

Was your phone under warranty? It would be interesting to know if they are replacing all faulty components found on these recalled iPhone 5's, regardless of warranty status.
 

Thrifty1

macrumors regular
Nov 21, 2009
215
27
No, I did not purchase AppleCare so this was out of warranty.

I found it odd that they replaced all these items, but maybe the parts failed their diagnostic test after fixing the cable versus passing the tests when I had dropped off the phone.

I would have never known all they had replaced if the technician had not come out to look at the bubbles under the screen and shared that info.
 

Appl3FTW

macrumors 603
Nov 15, 2012
5,552
1,252
Wow thrifty that's a great deal... They fixed ur power button and more for free. They could've easily charged you for those if it weren't for the repair program. Gotta give props for apple on this one for customer service
 

Thrifty1

macrumors regular
Nov 21, 2009
215
27
Wow thrifty that's a great deal... They fixed ur power button and more for free. They could've easily charged you for those if it weren't for the repair program. Gotta give props for apple on this one for customer service

Yes, they redeemed themselves after poor customer service back in January. I've been an Apple customer since the 1980's (purchased the original iMac when I was in college) and have always had excellent customer service.

I had been having trouble with my iPhone 5 volume down button back in October/November but it was intermittent and I just dealt with it. Then in January it stopped working completely unless I applied pressure near the sleep / wake button and twisted the phone back slightly at that corner. I took it to the Apple store and explained the timeline of the problem and how it began during the warrant period.

Unfortunately my 12-month warranty had expired mid-December. In the past Apple customer service would be flexible / understanding of a problem that had begun earlier, but was not serious enough to bring in. Or if it was very close to the warranty expiration, they would fix it as they know we pay a premium price for a premium product and something like a volume button should not stop working after 13 months. In the past AAPL has extended this type of customer service to me. Apple definitely has the right to strictly enforce the 12-month warranty period... maybe I've just been spoiled by them in the past. Anyway, they would not help me in this case and said it would be $200+ to fix the button. I learned my lesson to have ANY little thing corrected / fixed during the 12-month warranty period.

When the sleep/wake button replacement program was announced I called a contact person I have at Apple corporate offices. I knew that the sleep/wake button and volume buttons were on the same flex cable and asked if they would repair the volume button under this program. The answer was "No".

I decided to go ahead and have my sleep/wake button replaced under this program and hoped it would fix my volume down button. Luckily it did.

Everything worked out eventually and I'm happy with my iPhone 5 that is working perfectly now and even has a nice new battery. I just wish the process to get what I feel is a flaw in the phone fixed would have been smoother.

We have had more problems with Apple products in the past few years (iMac keyboard stopped working after 10 months, iMac hard drive failed after several months, iMac Superdrive failed within 12 months, iPhone 5c had to be replaced in first month). Not sure if this is a reflection of reduced Apple quality or poor product engineering / design. I hope this is not widespread as many of us pay a premium price for premium AAPL products.
 

bigcstyle4

macrumors 6502
Sep 22, 2012
342
139
That's pretty great that they replaced your battery. I wonder if mine was too. I was having all kinds of problems with the phone powering off between 20-40% and haven't had this happen since I got it back.
 

T5BRICK

macrumors G3
Aug 3, 2006
8,313
2,387
Oregon
Not sure if this is a reflection of reduced Apple quality or poor product engineering / design. I hope this is not widespread as many of us pay a premium price for premium AAPL products.

I've seen plenty of hard drive and optical drive failures in G3 and G4 based iMacs, PowerMacs, iBooks and PowerBooks. There have even been issues with the MacBooks and MacBook Pros. The Rev. A blue and white PMG3 only worked correctly with a handful of different hard drives. There were quite a few different PBG4 models that were ridiculously picky about RAM, and some were even prone to RAM slot failure. I'm sure there are more out there but I'm not trying to make a huge list of Apple defects.

My point is that their quality hasn't changed, but the amount of people buying their products has increased. Even if the same percentage of "bad" products leave the factory, a larger user base means more public exposure to quality issues.
 

Thrifty1

macrumors regular
Nov 21, 2009
215
27
My point is that their quality hasn't changed, but the amount of people buying their products has increased. Even if the same percentage of "bad" products leave the factory, a larger user base means more public exposure to quality issues.


Yes, I agree the larger customer base would increase the amount of problems being reported by individuals as a whole. I can only state the trend I am seeing with my Apple purchases over the past 30 years.

I've purchased many Apple products since the original Mac I bought when in college (and I used the Apple II my father purchased for the family before that). Over the years I've had almost no problems with them until the past few years where I have seen the frequency of problems increase. So my personal purchases have had more issues recently than in the past. Either I was more fortunate in the past with my products or the current quality has decreased for me. I am obviously a small sample size and as a customer and investor in Apple I hope this is not a broader trend.

Part of the problem I believe is in the miniaturization of products. Macs, iPhones, iPads are all engineered to be smaller, thinner and lighter with each new generation. This most likely puts more strain on individual components.
 

ccprstuff

macrumors member
Nov 6, 2008
33
15
Austin TX
We had a problem with the 5 sleep button and once they confirmed the issue in store they swapped for a different phone. Entire process took maybe 15 minutes.

Mine was quickly swapped on the spot at the Apple Store too, but they said they only did this because I had Apple Care. I had made sure to back up in Itunes on my Mac before taking it in.
 
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