iPhone 6S battery recall water damage issue?

Discussion in 'iPhone' started by cameronjpu, Jan 8, 2017.

  1. cameronjpu, Jan 8, 2017
    Last edited: Jan 8, 2017

    cameronjpu macrumors 65816

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    #1
    Hi all - looking for some advice. My wife, who uses my old iPhone 6S, has a battery under the recall program. She took the phone in this year and left it for a couple hours, and when she returned, they handed the phone to her and said they wouldn't fix it because they found water damage inside.

    Now, this phone has never been dropped in water, so that part is a mystery. Plus, didn't Apple recently say they were going to stop being such a pain about the phantom water damage? Finally, if the battery is under recall, how is water damage, however real or imagined, even a valid excuse not to replace the battery?

    I would have made a scene if I had been there to pick it up. But that opportunity is lost now. Any suggestions? I could email Tim but that's always a crap shoot. Tweeting Apple support? Any suggestions? Thanks!
     
  2. Applejuiced macrumors Westmere

    Applejuiced

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    #2
    If the device is water damaged its pointless to replace the battery.
    Go back and ask to speak to a manager and they should be able to show and explain to you the issue.
     
  3. cameronjpu thread starter macrumors 65816

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    #3
    But the device isn't water damaged, it works fine, it's just that the phone randomly dies sometimes when it says it has 40% remaining, and at other times it stays at 1% remaining for hours. It's doing exactly what they say the phones do when the battery is malfunctioning, but otherwise working fine. And the phone has never gotten water in it.
     
  4. Applejuiced macrumors Westmere

    Applejuiced

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    #4
    So you think they're making it up and they just don't want to replace the battery for some reason?
    Just because it still works it doesn't mean that there's no water damage.
     
  5. cameronjpu thread starter macrumors 65816

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    #5
    Well, I know they're making it up, because I know it doesn't have water damage unless it came that way from the factory. Or maybe someone snuck into my house and dropped my phone into the toilet but then fixed it. A few years ago it was revealed (and apple settled the class action lawsuit) that humidity could trigger the water damage sensor.

    Either way, if the phone works fine, and the battery is under recall, they should replace the battery whether they think it has other damage or not. Its ridiculous.
     
  6. Applejuiced macrumors Westmere

    Applejuiced

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    #6
    Your assumption is false.
    If the device is water damaged they will not replace the battery.
    You can go back to Apple and have them show you definitive proof of the reason of their denial to service your device or go to a 3rd party repair place and pay for the battery replacement yourself if Apple will not help you.
     
  7. cameronjpu thread starter macrumors 65816

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    #7
    Yes I know those are two options. Anyone else have a better one? Thanks applejuiced! But I'm looking for something other than those two unhelpful paths forward. Have a good night!
     
  8. Applejuiced, Jan 8, 2017
    Last edited: Jan 8, 2017

    Applejuiced macrumors Westmere

    Applejuiced

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    #8
    Wish there was something else available but not sure what other input you're looking for.
    Just try going back to Apple and plead your case in a polite and respectful manner with a manager and hope they help you out. Not making a scene like you mentioned above because that will not get your anywhere and will be counter productive. Apple is well known to go the extra mile for their customers and let people get away many times so doesn't hurt to try.
    Let us know how you made out.
     
  9. cameronjpu thread starter macrumors 65816

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    #9
    Certainly going to try good cop until it fails, but after that, making a scene will certainly get you somewhere for a company like Apple. Going into the Apple store and costing them one single sale will cost 10x more than the stupid battery would have cost, so they're liable to respond to that. I've gotten plenty of what was owed me by being nice at Apple, but one this one, they're being very firm on not doing it. I was hung-up-upon by a senior support rep 30 minutes ago, for instance. So i'll keep pushing, but eventually it'll get done. Just a matter of how much pain they want to go through, and how much they want me to experience first. But it'll get done.
     
  10. Applejuiced macrumors Westmere

    Applejuiced

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    #10
    Yes, always try the nice guy approach first.
    But stay professional and try not to lose your patience. They do notate your account each time you request service and the outcome of it so what the previous customer service reps puts in there can make them take a different approach when they try to help you next time.
     
  11. Relentless Power, Jan 8, 2017
    Last edited: Jan 8, 2017

    Relentless Power macrumors G5

    Relentless Power

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    #11
    That's a really poor attitude to have about how you perceive "Making a scene" will reach a resolution for your concen. I can understand your frustrations, but conducting yourself like an adult and addressing your concerns will get you much further than making a scene with Apple. If you act hostile, good Luck concluding a positive outcome.

    Water logged battery issues are difficult situations to begin with.
     
  12. SF-RR7 macrumors member

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    #12
    My wife's iPhone 6s had battery issues also and they told us it had water damage. Her phone has Never been in water!

    They also said there not going to replace battery and my option was to purchase a refurb.

    I trusted them and now I'm having doubts.
     
  13. Phil A. Moderator

    Phil A.

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    #13
    The reason Apple won't replace the battery on devices showing water damage is probably because they don't know just how much damage has been caused by whatever triggered the sensor:

    if they change the battery and the phone then blows up because of hidden damage caused by the earlier incident that caused the water damage they could have a PR and legal nightmare on their hands
     
  14. cameronjpu thread starter macrumors 65816

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    #14
    Who said I wasn't going to act like an adult? If you ask for a company to honor its warranty and they refuse for a poor justification, sometimes you have to just speak a little louder so other customers can hear you are unhappy with the service.

    This is not a "waterlogged battery" situation. It is a tripped indicator, which tripped despite the phone never being submerged or even sprinkled upon.

    Tell me, what would you do if your phone spontaneously died with 50% of its battery remaining, a behavior acknowledged by Apple as the result of a faulty battery, and your battery fell under that recall, and they still didn't replace the battery? There is no other option other than purchasing a new phone for us.
    --- Post Merged, Jan 9, 2017 ---
    I'm sure that is their justification, but where does that leave their customer? Obviously neither side can know if the other side is telling the truth about what they find what they know, but this phone shipped from the factory with a faulty battery, it seems only right that the battery should be replaced regardless of any other concerns.
     
  15. Newtons Apple Suspended

    Newtons Apple

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    #15
    I ha
    Push it too far and the police will be escorting you and your phone out the door! I have been at my local Apple store and witnessed this happening. That person was banned from ever returning!:p
     
  16. cameronjpu thread starter macrumors 65816

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    #16
    Yeah, of course you don't want that, but frankly, Apple stores are miserable enough these days with the crowds, I'd be fine never having to go back into one. If they exist as a point of contact for customer service, and all they do is use BS excuses to turn you away, what's the point?
     
  17. Newtons Apple, Jan 9, 2017
    Last edited: Jan 9, 2017

    Newtons Apple Suspended

    Newtons Apple

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    #17
    Your experience at Apple Stores is WAY different than what mine have been.

    They are busy and usually packed but they have always treated me with the most respect and have never walked away unhappy with their service.

    Hope you get it sorted out but if they DO go in your favor it is only because someone had a kind heart as they are not obligated to touch the water damaged iPhone. If you go in there with your butt on your shoulders you will find no one with a kind heart!
     
  18. Relentless Power macrumors G5

    Relentless Power

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    #18
    It seems no one can reason with you with all your constant negativity. Your past or present experiences with Apple stores is purely on your terms. I have never been "Turned away" without having some form of resolution or remedy offered. Apple has some of the best customer service around. To me, judging your attitude on his thread, you appear To be an unruly customer who Won't be satisfied based on your terms, which you apparently are not getting very far.
     
  19. cameronjpu thread starter macrumors 65816

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    #19
    My attitude on this thread is the result of being turned down for about four hours yesterday in three different modes of communication. I too have had nothing but good experiences with Apple in the past, but something has clearly changed in the past couple years, if this obstinant attitude has spread throughout the entire company. Making a (now) angry customer happy with a really minor compromise on their strict rules would not be something that would have been a problem three years ago.

    I went into this whole situation very confident that they would replace the battery without any questions. We were told our only option was to buy a new phone. How would you react if your choice was either purchase a new phone to replace your one-year-old phone with a manufacturing defect or live with that manufacturing defect, which causes the phone to shut down spontaneously with more than half of its battery life remaining?

    There's a whole a lot of very confident judgment going on in this thread, that's one thing for sure. I guess I shouldn't be surprised. Company fans are always the same way. You only really notice it when, instead of complimenting Apple you are in the place to complain. Hope you all never have the bad luck of buying an iPhone with a manufacturing defect!
     
  20. Matthew.H macrumors 6502

    Matthew.H

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    #20
    Are you sure the phone hasn't ever been in an humid area such as a bathroom? Humidity like you say can trip the indicators. Furthermore Apple's reason for denying service will likely be because the indicators are tripped they can't guarantee the phone isn't damaged even though it works normally aside from the battery problem.

    If Apple swaps the battery out and the phone then dies completely within the 90 day service warranty they would most likely be obligated to give you a replacement phone regardless of the cause due to them being the last company to service the phone.
     
  21. Relentless Power macrumors G5

    Relentless Power

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    #21

    Aside from semantics, The fact stands Apple denied the service due to alleged water damage. Regardless of your claim, they are not fabricating anything. The water damage came from somewhere or was exposed from somewhere. Which Apple stated to you it supersedes the warranty repair.

    Yes, you're frustrated. But How do you know your wife didn't subject it to water inadvertently. Unfortunately Apple advised you of their decision. You mentioned E-mailing Cook or what have, but why should your situation be excused among the thousands of inexcusable water damage claims that customers likely express every day.

    I know you feel wronged and perhaps this situation didn't work out for you. Another option could be taking the iPhone to a third party repair store and see what they have to say and or explore your options.

    And yes, I'm a huge "Company Fan" who has had many positive experiences over the years. Your experiences may vary, but as long as mine continue to be excellent and Apple puts out great hardware, then thats all that matters to me.
     
  22. Applejuiced macrumors Westmere

    Applejuiced

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    #22
    Well said.
    I understand the OP is upset but if you cause a scene at an Apple store that's a sure way of getting kicked out and also have the incident notated in your account and not being allowed to return.
    Trust me there's people acting up at Apple stores all the time and getting escorted out because they dont get what they expect and its not always the customers fault.
    It could be Apple not honoring their warranty service or various different policies. Apple reps also have specific protocols they need to follow.
    How much of all this is really worth your time, effort and aggravation?
    What I would do is go in there with a positive, friendly and polite attitude and explain to them the issue and that the phone was never in contact with water.
    If they are not willing to help me after speaking with a manager and state or show me the moist sensors are tripped then that's pretty much the end of it. No amount of yelling, screaming, complaining will get me further and its not even worth to get to that point.
    I'd bring it to a 3rd party iPhone repair shop, pay the $40-60 for a new battery and that's it. Life goes on and Im better off without the drama and the back and forth.
    Just my take on it. Hope they take care of you though, let us know how it went and hope we dont end up seeing you in a crazy meltdown video like that story a few months ago with the dude smashing all the iPhone's at the Apple store :D
    http://bgr.com/2016/09/30/man-destroys-iphones-macbooks-apple-store/
     
  23. cameronjpu thread starter macrumors 65816

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    #23
    Finally spoke to a willing customer service rep on the phone tonight. After about an hour on the phone and some moral struggles on his end, he agreed to send me a new phone. He was clearly doing something outside of the established protocol, and you could tell it was a compromise on his end. It's amazing that the best solution apples crazy system could allow was replacing an entire phone rather than installing a battery.

    Apple has a serious problem right now, where corporate protocols are held in higher regard than common sense and customer satisfaction. Thankfully, after talking to for representatives, I found one who is willing to see things as I see them.

    Just FYI, the first representative I spoke to tonight, after waiting my turn in line for 30 minutes, put me on hold before asking any questions beyond my IMEI number, and then 10 minutes later the call was dropped.

    Great service.... as I predicted, this situation was resolved in the manner that I knew it would be eventually. It was just a matter of how much pain Apple wanted me and their own customer service representatives to go through before hand. Totally unnecessary, it should've been taken care of in the store on the first day. The Apple of 5 years ago would have. When I walked into the Apple store after buying the iPhone 5 and I said "I have a charger cable in my phone, by my bed, in my living room, and in my kitchen, so I'm really not going to spend $90 to buy three additional charging cables for my new iPhone 5", person I spoke to immediately went in the back of the Apple Store and brought me two cables from the Service room. No questions asked, didn't even ask my name or Apple ID. That was good service.
     
  24. Applejuiced macrumors Westmere

    Applejuiced

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    #24
    Glad it worked out.
    So they did go the extra mile for you and he was able to take care of you via phone without even seeing or inspecting your device just by taking your word for it.
    Not many companies out there would do that and I think many of us after a while get a little too spoiled and expect them to just throw at us free things and free replacements with no questions asked.
     
  25. Septembersrain Contributor

    Septembersrain

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    #25
    I'm glad it worked out for you!

    Honestly, I've not had 100% satisfaction with Apple's customer service myself but if I'm diligent and consistent enough, I can usually get stuff done. They're all humans and some will be willing to work with you more than others will.
     

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