iPhone X iPhone X defective screen - touch not working

wills11

macrumors member
Original poster
Nov 4, 2013
38
21
Received my iPhone X from Apple preorder today and was just finishing setting it up -- I was even able to make a phone call -- when the screen suddenly became completely unresponsive to touch.

I have been on with Apple Support via chat and have restored to factory default via iTunes -- no help. And their best response is to walk into a store and see if they can exchange it, or make an appointment for repair. They can't even tell me what local stores might have stock for exchange. They just give me the phone number for my local store, which says they have too many calls and automatically hangs up on me.

This is how Apple deals with a defective $1150 phone? Pretty pathetic.
 

alphaod

macrumors Core
Feb 9, 2008
22,172
1,216
NYC
They'll replace it. You'll get a "factory refurb" unit, but it'll actually be new because there hasn't been any phones that could have been refurbished.
 
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wills11

macrumors member
Original poster
Nov 4, 2013
38
21
Just go into the store. They’ll have replacements. They always do. I’m not sure what else you want them to do. Worst case they ship you a new one. Literally any other phone manufacturer today defaults to that.
Thanks for the reply. I thought that they wouldn't have replacements in stock, and have been on hold with the store for almost 30 minutes. Guess I could head over there...
 
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wills11

macrumors member
Original poster
Nov 4, 2013
38
21
Mine is a T-Mobile phone bought from Apple -- not sure if that's relevant...
 

Diputs28

macrumors newbie
Nov 3, 2017
1
0
I'm having a similar problem. First I couldn't restore from my 11.2 beta backup, then after updating to 11.1, the touchscreen no longer worked. Tried hard resetting a few times and can't get past the lock screen telling me I successfully updated to 11.1. I'm also not loving the off axis screen tint.

Received my iPhone X from Apple preorder today and was just finishing setting it up -- I was even able to make a phone call -- when the screen suddenly became completely unresponsive to touch.

I have been on with Apple Support via chat and have restored to factory default via iTunes -- no help. And their best response is to walk into a store and see if they can exchange it, or make an appointment for repair. They can't even tell me what local stores might have stock for exchange. They just give me the phone number for my local store, which says they have too many calls and automatically hangs up on me.

This is how Apple deals with a defective $1150 phone? Pretty pathetic.
 

Jjayf

macrumors 6502
May 31, 2015
334
388
They'll replace it. You'll get a "factory refurb" unit, but it'll actually be new because there hasn't been any phones that could have been refurbished.
Not entirely so.. Manufacturers will fix units that failed in quality control and sell them as refurbs.. They are as new, but won't be sent to retail.
 

tHe Rk

macrumors newbie
Sep 7, 2012
5
2
Not entirely so.. Manufacturers will fix units that failed in quality control and sell them as refurbs.. They are as new, but won't be sent to retail.
Had the same issue... reboot using this method. Fixed it.

How To Hard Reset / Force Restart iPhone X:

Step 1: Press the Volume Up button and then release, followed quickly by pressing and releasing the Volume Down button.

Step 2: Now quickly press and hold the Side button until you see the device’s screen turn off, followed by Apple logo showing up on the device.



Step 3: Once the Apple logo appears on screen, release the Side button to complete the force restart cycle.
 

bopajuice

Suspended
Mar 22, 2016
1,571
4,347
Dark side of the moon
I'm having the same issue too, except I got it from T-Mobile. If I need to replace it, do I have to get it from T-Mobile?
Nope got to Apple. They service and warranty the phone.

I bought a 6 plus from AT&T, had an issue, took it to Apple for a replacement.

Bought a MacBook Air at Best Buy, had an issue, took it to Apple they replaced it.

And so on...
 
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lordofthereef

macrumors G5
Nov 29, 2011
12,904
3,476
Boston, MA
Thanks for the reply. I thought that they wouldn't have replacements in stock, and have been on hold with the store for almost 30 minutes. Guess I could head over there...
Retreading my post it sounded like I was short. I’m sorry if it was taken that way at all. The reality is they’re slammed right now. Aside from the iPhone 8 lunch it’s been this way every year. They’ll take care of you.

Good luck!
 

wills11

macrumors member
Original poster
Nov 4, 2013
38
21
Not at all -- like I said, I appreciated the reply. They were slammed, yet they tracked me down a sealed and unopened replacement and did right by me -- with 10 minutes until they closed...
 

rtw07

macrumors newbie
Mar 11, 2012
4
0
Same problem here! Worked fine initially. Left it alone while it was installing the apps, came back and the screen no longer responded to touch. Tried a hard reset and restored thru iTunes with no luck. Don't bother calling Apple about the issue... they told me my only option was to return the phone for a refund then reorder at the current wait time.
 

wills11

macrumors member
Original poster
Nov 4, 2013
38
21
Same problem here! Worked fine initially. Left it alone while it was installing the apps, came back and the screen no longer responded to touch. Tried a hard reset and restored thru iTunes with no luck. Don't bother calling Apple about the issue... they told me my only option was to return the phone for a refund then reorder at the current wait time.
That was not my experience -- I went in, told them I'd preordered it, and they exchanged it. The guy at the Genius Bar said he'd seen one other phone do the same today, but couldn't remember if it was T-Mobile or not.

Was yours T-Mobile, by any chance?

I'm restoring mine now, and thinking about getting T-Mobile to switch me to the new SIM rather than swapping in the old one...
 

rtw07

macrumors newbie
Mar 11, 2012
4
0
That was not my experience -- I went in, told them I'd preordered it, and they exchanged it. The guy at the Genius Bar said he'd seen one other phone do the same today, but couldn't remember if it was T-Mobile or not.

Was yours T-Mobile, by any chance?

I'm restoring mine now, and thinking about getting T-Mobile to switch me to the new SIM rather than swapping in the old one...
It's AT&T. We ordered through AUP. The nearest Apple store for us is almost two hours away. I honestly didn't think they would have any stock left. Might make the trip this weekend...
 

melb0028

macrumors newbie
Nov 3, 2017
1
1
I'm having a similar problem. First I couldn't restore from my 11.2 beta backup, then after updating to 11.1, the touchscreen no longer worked. Tried hard resetting a few times and can't get past the lock screen telling me I successfully updated to 11.1. I'm also not loving the off axis screen tint.
Same exact issue here. Mine stopped working as soon as I updated to 11.1 Hard reset, and itunes full restore did not resolve the problem. Unfortunately, my new iphone is totally unusable now.
 
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benhinc

macrumors newbie
Nov 3, 2017
2
1
I've had the same issue others have described, except my screen seemed to fail as I was using it. It was very sluggish and slow, as if the processor was having a hard time handling everything even though I knew this was highly unlikely. Eventually, my touch inputs stopped being registered altogether. I rebooted the phone twice and got to the lock screen both times but I'm unable to swipe up to unlock. If I hold down the volume and side buttons to get slide to unlock, that is unresponsive as well.
 
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