iPhone 6S battery recall water damage issue?

[44267547]

If you search on these forums, there are loads of threads that indicate plenty of times Apple has stretched beyond to assist the customer in situations where they didn't have to. Your case is no exception.

Just my opinion, but choosing your wording on here resulted in some of the feedback you received on here. Rather you care or not is subjective, but it's something to consider how you approach or carry yourself in the future.

 

[Bart Kela]

I've had a mixed variety of interactions with my local Apple Store (downtown Palo Alto store) over the years -- most overwhelmingly good -- and as far as I can tell, it really depends on the individual staffer you are dealing with. Everyone has bad days, I can't deny that.

My interactions with store staffers has been consistently good, but sometimes you might end up with someone with whom you aren't landing on the same page. My dealings with Apple store management have always been excellent.

Give the line employees a chance, but if things aren't headed in the right direction, discreetly ask to talk to a manager.

 

[cameronjpu]

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.

Yes, the problem appears to be solved. I'm waiting at the Apple store now (don't get me started). However I wouldn't say "they" solved it. One guy went above and beyond and I actually think probably risked his job or at least risked censure over doing the right thing. During the initial hour long call he said ok.... tell me your call back number. As soon as the last number was out of my mouth, click the line went dead. 10 seconds later he called back. First words out of his mouth? "OK, so now that we have an outgoing call on this ticket, we should be better". He was doing some trick to make sure he did not get in trouble for what he planned to do for me.

Sound like a well run support company?
[doublepost=1484075475][/doublepost]

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.

Exactly. This is the problem though. Apple is supposed to be better than that - that's one of the reasons they can charge much more for the hardware than their competition. Getting support is not supposed to require wasting hours of everyone's time. Think how much better this whole situation would have been for everyone if the first contact had taken the attitude that the last one did? Instead of giving me a new battery I am getting a whole phone replacement. Surely that costs Apple more. And it took 4 hours of my life (1 in the store, 2 on the phone, and now another in the store) to get it done. That's not the kind of support Apple aspires to (I HOPE!)

 

[jeff051177]

I'm totally with the OP here. And to those of your criticizing his "attitude".... that's often the outcome of messing consumers about - they get angry - particularly when it's going to cost them over a thousand dollars, and your position is inherently unreasonable. A bit of empathy (from yourselves and the Apple store team) would soon help you understand why somebody might get annoyed here.

From a consumer protection perspective, apple are required to either repair or replace a defective product. They say they can't replace it, so they are obliged to offer a replacement - simple as that. The concurrent issue that apple say they found (which isn't affecting performance at all) is a red herring and would appear to some to be an excuse not to honor their obligations.

But the damage is done.... apple did not "go the extra mile", they did not "step-up"...... they made one of their customers (who was sold a defective product in the first place) jump through hoops in order to get a satisfactory conclusion. That's not the behavior of a company that stands by it's products, or respects it's customers.

I've had reason to go into the Apple store in Sydney several times in the last few months (for a variety of reasons) and "shambolic" is perhaps the best word to use to describe it.

I am currently trying to get my battery replaced, so far my experience has been pretty poor. I have to go back on Monday and have been thinking about how I'm going to react if/when they tell me that my only way to correct thier manufacturing defect is to buy another phone. FYI, the first appointment ended abruptly when the "genius" told me that I'd have to leave the phone with them overnight to repair.

 

[Mlrollin91]

I'm totally with the OP here. And to those of your criticizing his "attitude".... that's often the outcome of messing consumers about - they get angry - particularly when it's going to cost them over a thousand dollars, and your position is inherently unreasonable. A bit of empathy (from yourselves and the Apple store team) would soon help you understand why somebody might get annoyed here.

From a consumer protection perspective, apple are required to either repair or replace a defective product. They say they can't replace it, so they are obliged to offer a replacement - simple as that. The concurrent issue that apple say they found (which isn't affecting performance at all) is a red herring and would appear to some to be an excuse not to honor their obligations.

But the damage is done.... apple did not "go the extra mile", they did not "step-up"...... they made one of their customers (who was sold a defective product in the first place) jump through hoops in order to get a satisfactory conclusion. That's not the behavior of a company that stands by it's products, or respects it's customers.

I've had reason to go into the Apple store in Sydney several times in the last few months (for a variety of reasons) and "shambolic" is perhaps the best word to use to describe it.

I have bolded the problems with your post.

Apple is NOT required to replace or fix a product if they deem it has been damaged, in this case, water damaged. It doesn't matter if the OP says the phone has never touched water or not, the fact of the matter is the water indicators have been tripped. They don't lie. Apple changed the sensors after the class-action lawsuit and humidity no longer triggers them. Therefore, the only way for them to change color is exposure to liquids.

Second, Apple without a doubt went above and beyond in this case. The device was deemed damaged and therefore the battery can not be replaced. Instead of reversing course and changing just the battery, again, which they do not have to do, they went above that and is replacing the entire phone, free of charge. If anyone thinks thats only the bare minimum Apple should have done has massive entitlement issues. The OP was not owed anything, because the device had water indicators triggered. So anything he got after that is very lucky and Apple doing him a favor. But to say Apple didn't go above and beyond, or go the extra mile is just plain wrong.

 

[jeff051177]

I have bolded the problems with your post.

Apple is NOT required to replace or fix a product if they deem it has been damaged, in this case, water damaged. It doesn't matter if the OP says the phone has never touched water or not, the fact of the matter is the water indicators have been tripped. They don't lie. Apple changed the sensors after the class-action lawsuit and humidity no longer triggers them. Therefore, the only way for them to change color is exposure to liquids.

So your consumer protection laws say that, if the manufacturer can find a second issue with the product (even a completely unrelated one) they are no longer required to honor their obligations? I doubt that. The battery issue is a well documented one - it has nothing whatsoever to do with water "damage" (the point being that there was no damage, just a magic indicator that apple has been sued about using as an excuse to arbitrarily void warantees in the past)

 

[Applejuiced]

I have bolded the problems with your post.

Apple is NOT required to replace or fix a product if they deem it has been damaged, in this case, water damaged. It doesn't matter if the OP says the phone has never touched water or not, the fact of the matter is the water indicators have been tripped. They don't lie. Apple changed the sensors after the class-action lawsuit and humidity no longer triggers them. Therefore, the only way for them to change color is exposure to liquids.

Second, Apple without a doubt went above and beyond in this case. The device was deemed damaged and therefore the battery can not be replaced. Instead of reversing course and changing just the battery, again, which they do not have to do, they went above that and is replacing the entire phone, free of charge. If anyone thinks thats only the bare minimum Apple should have done has massive entitlement issues. The OP was not owed anything, because the device had water indicators triggered. So anything he got after that is very lucky and Apple doing him a favor. But to say Apple didn't go above and beyond, or go the extra mile is just plain wrong.

Well said.
The entitlement is very high and common sense not so much lately.

 

[Mlrollin91]

So your consumer protection laws say that, if the manufacturer can find a second issue with the product (even a completely unrelated one) they are no longer required to honor their obligations? I doubt that. The battery issue is a well documented one - it has nothing whatsoever to do with water "damage" (the point being that there was no damage, just a magic indicator that apple has been sued about using as an excuse to arbitrarily void warantees in the past)

The terms and conditions of the replacement itself state that. Has absolutely nothing to do with consumer law. Apple can add any terms and conditions they want.

https://www.apple.com/support/iphone6s-unexpectedshutdown/

Its very apparent on their website too.

"Note: If your iPhone 6s has any damage such as a cracked screen which impairs the replacement of the battery, that issue will need to be resolved prior to the battery replacement. In some cases, there may be a cost associated with the repair."

 

[Septembersrain]

"Court documents indicate that Apple had a "liquid damage policy" that allowed Apple to deny warranty coverage if the liquid indicator changed color. However, 3M, which made the indicators, later said that heat could also cause color change."

https://www.cnet.com/news/apple-settles-iphone-water-damage-lawsuit-for-53m/

I'm sure this can still happen in humid areas. I think unless they actually see water damage, depending on a tiny, easy to affect tab is a ridiculous reason to not warranty a battery.

 

[Mlrollin91]

"Court documents indicate that Apple had a "liquid damage policy" that allowed Apple to deny warranty coverage if the liquid indicator changed color. However, 3M, which made the indicators, later said that heat could also cause color change."

https://www.cnet.com/news/apple-settles-iphone-water-damage-lawsuit-for-53m/

I'm sure this can still happen in humid areas. I think unless they actually see water damage, depending on a tiny, easy to affect tab is a ridiculous reason to not warranty a battery.

As I already mentioned above: "Apple changed the sensors after the class-action lawsuit and humidity no longer triggers them. Therefore, the only way for them to change color is exposure to liquids."

Remember, there are sensors on the inside of the device too, that would not trigger with humidity (even if the headphone jack one did, but very unlikely).

[doublepost=1484108228][/doublepost]

Well said.
The entitlement is very high and common sense not so much lately.

Its really unfortunate, and it seems to be getting worse and worse.

 

[Applejuiced]

"Court documents indicate that Apple had a "liquid damage policy" that allowed Apple to deny warranty coverage if the liquid indicator changed color. However, 3M, which made the indicators, later said that heat could also cause color change."

https://www.cnet.com/news/apple-settles-iphone-water-damage-lawsuit-for-53m/

I'm sure this can still happen in humid areas. I think unless they actually see water damage, depending on a tiny, easy to affect tab is a ridiculous reason to not warranty a battery.

How does anyone besides the user and Apple techs that inspected it know what exactly happened inside that particular device? You take 100% of what a poster says on the internet but 0% of what apples independent service reps that diagnosed it? You know those Apple repair tech's see hundreds of devices with water damage and various types of damage and their job is to be able to tell if its liquid damaged or just a single mistakenly tripped water indicator? No?
Your assumed conclusion is that there was never any liquid damage and that the indicators were tripped by air humidity?

BTW your water damage article linked is from 2013 and that lawsuit was filed back in 2010. Irrelevant with todays standards and new devices.

 

[Septembersrain]

How does anyone besides the user and Apple techs that inspected it know what exactly happened inside that particular device? You take 100% of what a poster says on the internet but 0% of what apples independent service reps that diagnosed it?
Your assumed conclusion is that there was never any liquid damage and that the indicators was tripped by air humidity?

I've been through it before myself with other devices. When I lived in Florida, the sea water humidity affected a couple devices. I was pushed from a warranty over it. So I'm just saying I'm skeptical.

I'm not saying Apple or the OP is wrong. I'm just saying it's not impossible. Now these newer iPhones are water resistant, I'd be more leery. It's not likely for humidity to seep in so readily now.

 

[Applejuiced]

I've been through it before myself with other devices. When I lived in Florida, the sea water humidity affected a couple devices. I was pushed from a warranty over it. So I'm just saying I'm skeptical.

I'm not saying Apple or the OP is wrong. I'm just saying it's not impossible. Now these newer iPhones are water resistant, I'd be more leery. It's not likely for humidity to seep in so readily now.

For a few years now Apple does not turn down warranty claims over a single tripped indicator. You can find and read their updated water sensor liquid damage policy. They have multiple sensors in various places of the device. So one wrongly tripped indicator on the open bottom of the phone will not fail a device for warranty replacement. One "sea water humidity" liquid indicator tripped will not effect all other indicators deep inside the logic board.

 

[C DM]

For a few years now Apple does not turn down warranty claims over a single tripped indicator. You can find and read their updated water sensor liquid damage policy. They have multiple sensors in various places of the device. So one wrongly tripped indicator on the open bottom of the phone will not fail a device for warranty replacement. One "sea water humidity" liquid indicator tripped will not effect all other indicators deep inside the logic board.

Looks like their latest policy is at https://support.apple.com/en-us/HT204104

I do recall that there was talk of them doing an actual inspection of the device beyond just going by the liquid indicators, but that doesnt really seem to be mentioned there at this point.

 

[Mlrollin91]

Looks like their latest policy is at https://support.apple.com/en-us/HT204104

I do recall that there was talk of them doing an actual inspection of the device beyond just going by the liquid indicators, but that doesnt really seem to be mentioned there at this point.

Its probably not mentioned because they probably reserve the right to further inspect it if they choose to. Which they are entitled to do so, as long as they can present you that written language at the time of denying you the inspection.

 

[Applejuiced]

Looks like their latest policy is at https://support.apple.com/en-us/HT204104

I do recall that there was talk of them doing an actual inspection of the device beyond just going by the liquid indicators, but that doesnt really seem to be mentioned there at this point.

Correct, and its not just checking one indicator, they open and examine the inside of the device and check the rest of the internal liquid contact indicators.

 

[Septembersrain]

Looks like their latest policy is at https://support.apple.com/en-us/HT204104

I do recall that there was talk of them doing an actual inspection of the device beyond just going by the liquid indicators, but that doesnt really seem to be mentioned there at this point.

Ah. Yeah I wasn't sure if they did full inspections. That's different than disqualifying from one sensor. Hmm.

I'm not against the OP or Apple. I have not had to warranty an Apple product in a long time.

 

[44267547]

Second, Apple without a doubt went above and beyond in this case. The device was deemed damaged and therefore the battery can not be replaced. Instead of reversing course and changing just the battery, again, which they do not have to do, they went above that and is replacing the entire phone, free of charge. If anyone thinks thats only the bare minimum Apple should have done has massive entitlement issues. The OP was not owed anything, because the device had water indicators triggered. So anything he got after that is very lucky and Apple doing him a favor. But to say Apple didn't go above and beyond, or go the extra mile is just plain wrong.

Thank you and this all day long. This is exactly what has been the situation all along. The OP states there's no damage to the phone, Apple diagnosed it as having damage. Therefore, It negates any warranty work that he is allotted with the damage to the phone.

Furthermore, the OP being upset with the denial is reasonable. But in the same respect, the OP is not guaranteed anything to begin with after Apple made their decision. The OP can complain and gripe all they want, but it doesn't change anything. And still the fact Apple went beyond to help him and sent him a new device proves exactly Apple addressed the issue, perhaps not as smoothly as possible, but they addressed the issue none the less.

Apple deemed the device as having damage, that doesn't mean the OP is entitled to anything after that specific reason. Clearly the device was triggered somehow with the water being indicated and Apple acted accordingly to their policy.

I mentioned in post #26, there are countless threads on here that Apple is gone above and beyond to assist customers where they should not have had to in the first place. Where no other company may not even given him the service they don't deserve.

The problem is sometimes the customer thinks they can dictate how a company should do things other than what they have written in a policy and procedure. That's not how it works. Apple makes exceptions where they deem it necessary. In this case, he should be lucky he even got a new phone, let alone with his attitude.

 

[Solicitous]

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.

[doublepost=1519862693][/doublepost]I had the exact experience that Cameronjpu had except there was no resolution. Elevated from one representative to the next, but Apple still refused to replace the battery based on “water damage” claim by a local store tech. Again, my phone has never touched water and it functions perfectly. Do you have the contact info of the CS rep who finally helped?

 

[D1QuickSilver]

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.

I’m having the same issue.

My phone has never been in water, never.

They flatly refused to change the battery but we’re happy to offer a replacement at full cost.

Please what number did you call?

 

[fskrc1]

Thank you and this all day long. This is exactly what has been the situation all along. The OP states there's no damage to the phone, Apple diagnosed it as having damage. Therefore, It negates any warranty work that he is allotted with the damage to the phone.

Furthermore, the OP being upset with the denial is reasonable. But in the same respect, the OP is not guaranteed anything to begin with after Apple made their decision. The OP can complain and gripe all they want, but it doesn't change anything. And still the fact Apple went beyond to help him and sent him a new device proves exactly Apple addressed the issue, perhaps not as smoothly as possible, but they addressed the issue none the less.

Apple deemed the device as having damage, that doesn't mean the OP is entitled to anything after that specific reason. Clearly the device was triggered somehow with the water being indicated and Apple acted accordingly to their policy.

I mentioned in post #26, there are countless threads on here that Apple is gone above and beyond to assist customers where they should not have had to in the first place. Where no other company may not even given him the service they don't deserve.

The problem is sometimes the customer thinks they can dictate how a company should do things other than what they have written in a policy and procedure. That's not how it works. Apple makes exceptions where they deem it necessary. In this case, he should be lucky he even got a new phone, let alone with his attitude.

[doublepost=1527889082][/doublepost]I know I'm responding to an old thread but, felt I just had to respond. The problem with bringing up a question/concern on this forum is its filled with Apple zealots. The way some of you tore up the original poster is just sad. You showed that you believed Apple above all else and explained away the bad issues of service support. There was very little empathy. I had the same issue with my phone, I've owned it since it was new, take very good care of it, it doesn't even have a scratch on the screen after three years. I do however live in Georgia which is highly humid. I can tell you it has never been exposed to water yet the indicators were tripped. Also, the process for even getting an appointment is extraneous. While they tell you, you can set up an appointment via the web, after multiple attempts this did not work. So, the process is to drive to the store, usually in a mall, make an appointment, come back for the appointment, since it took 3 hours for us, meant going home and coming back 3 hours later to find out that they wouldn't replace the battery due to tripped indicators. If you tell me that is normal for support services then consider yourself a zealot and you should not engage people on this forum unless you want to re-inforce your belief that Apple is the perfect company. For the rest of us, this is a real issue. For those of you that say "they fixed the issue with the indicators" I'd ask you have you ever been to a doctor, have you ever taken a test that involves paper and tested blood or other liquid? If so then you have been told the indicators don't always work. If you take a at home pregnacy test its only an indicator of pregnancy and its often wrong. So suspend your belief for a second or two that Apple is perfect and help someone out with options and ideas instead of jumping on them and critizing them.

I started my career on Apple IIe BTW.