iPhone X iPhone X Screen Died - Genius Bar Shipping To Cali

Discussion in 'iPhone' started by surfologist87, Jan 12, 2018.

  1. surfologist87 macrumors 6502

    Joined:
    Aug 19, 2010
    #1
    Here is what happened to my X, and I wanted to get some thoughts on the situation.

    iPhone X screen died, there was no image or backlight. Phone still responded to volume and vibrated. Restored phone with iTunes and still no luck.

    Went to the Genius Bar and they did a diagnostic, and the computer prompted them to take the phone and ship it off to engineers at Apple to assess the problem as it was something they have not run into yet. It’ll be a week or so before I get it back.

    I wish they could have swapped the phone out so I am not without it. And also hoping I don’t have any other issues with this unit. Is this normal? I haven’t seen this issue much online, and every iPhone I’ve had in the past gets swapped out with a different unit instead of making me wait.
     
  2. jav6454 macrumors P6

    jav6454

    Joined:
    Nov 14, 2007
    Location:
    1 Geostationary Tower Plaza
    #2
    Normal? No, they should have offered a replacement.
     
  3. Phone Junky macrumors 6502a

    Joined:
    Oct 29, 2011
    Location:
    Sunshine State
    #3
    I wouldn't have walked out without a replacement.
     
  4. Ludatyk macrumors 65816

    Ludatyk

    Joined:
    May 27, 2012
    Location:
    Texas
    #4
    Or better yet. Hold on to your iPhone until a replacement is given. Although, their iPhone doesn’t work... but I’ve had few times I had to get service done... I either get worked done or swapped for a replacement.
     
  5. noobinator macrumors 603

    noobinator

    Joined:
    Jun 19, 2009
    Location:
    Pasadena, CA
    #5
    I have never heard of this happening while someone was within their warranty period.
     
  6. Vermifuge macrumors 68000

    Vermifuge

    Joined:
    Mar 7, 2009
    #6
    Chances are they will send you a new phone. I found they normally say "5 working days" for everything but in practice I have had new items overnighted to me after the recipe the defective item.
     
  7. surfologist87 thread starter macrumors 6502

    Joined:
    Aug 19, 2010
    #7
    Thanks for the replies. When I walked out of the store I was kicking myself for not standing my ground and trying to get it resolved that day.

    This was on Wednesday by the way, and the repair status in my account shows no update, so I feel like I’ll be waiting a few days. Maybe I could call them and have another one overnighted.

    There was 200 plus people packed into a smaller Apple store in Miami, and it was a nightmare due to all of the people wanting batteries (people that obviously do not even need a replacement) and I felt bad about causing a scene.
     
  8. jav6454 macrumors P6

    jav6454

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    Nov 14, 2007
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    #8
    It is not a scene. You just need to present your case in a calm, yet firm manner. After all, a defect on Apple's part must be met with either replacement or repair within a reasonable time frame. Send it off to California for analysis and results is not reasonable.
     
  9. ac921ol macrumors 6502

    Joined:
    Feb 1, 2011
    #9
    yup, I'd go back and explain to them its not ok to be without a phone, you are currently paying for phone service and do not have a phone to use. You should have not left, but that is in hindsight now, surprised you did tho.

    I'd go back and speak to the MOD (manager on duty), and explain what happened have him pull up your case and see what they can offer you for now.
     
  10. gmillz22 macrumors 6502

    Joined:
    Mar 12, 2011
    Location:
    New York
    #10
    I hope you didn’t go to Dadeland. That Apple Store is the WORST (although the manager was a godsend). You should definitely go back for a replacement or at least a place holder device. You paid top dollar for your device. You shouldn’t be empty handed.
     
  11. Newtons Apple macrumors P6

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #11
    Apple's policy on replacements has changed and is not automatic anymore.

    I hope you saved a good backup. and removed your SIM card.
     
  12. old-wiz macrumors G3

    Joined:
    Mar 26, 2008
    Location:
    West Suburban Boston Ma
    #12
    That is awful! You pay $ 1000 or so for a new phone and it breaks and they send it to California and tell you it might be a week before they fix it? I would not have left the store without a replacement. What do you do in the meantime? I am surprised and disgusted.
     
  13. Bobout macrumors regular

    Bobout

    Joined:
    Apr 6, 2017
    Location:
    Socal
    #13
    Wow this is shocking .. I have had issue on previous iPhones and I have not left the store without a replacement or it being fixed that day ..Good luck on getting a replacement or it getting resolved asap .. that just sucks..
     
  14. Newtons Apple macrumors P6

    Newtons Apple

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    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #14
    Surprised and disgusted? Really?
     
  15. Seth Matthews macrumors regular

    Seth Matthews

    Joined:
    Jun 1, 2015
    #15
    Yes, surprised and disgusted. There is no reason that the Apple store should have let him leave without a replacement. Ridiculous.
     
  16. surfologist87 thread starter macrumors 6502

    Joined:
    Aug 19, 2010
    #16
    Well, since I took it in earlier this week, I got an email that the ‘repair’ is completed and it is on its way back, should have it Tuesday/Wednesday. But keep this in mind when you head to the Apple store with your X in need of a repair. Insist on getting a swap out that day.

    This is the only phone out of multiple in the household that has Bluetooth problems with our vehicle and other minor issues that were noted on the work order. I can't believe it's not a replacement but oh well, at least I still have warranty if it keeps acting up.
     
  17. Mlrollin91 macrumors G5

    Mlrollin91

    Joined:
    Nov 20, 2008
    Location:
    Ventura County
    #17
    Asking the logical question here, how do you know they even had replacements in stock? This is very normal if they do not have a device replacement available.
     
  18. PBz macrumors 68000

    PBz

    Joined:
    Nov 3, 2005
    Location:
    PVB, Florida
    #18
    Normal for them to ‘capture’ a phone for engineers. Not normal that it wasn’t replaced.
     
  19. Mlrollin91 macrumors G5

    Mlrollin91

    Joined:
    Nov 20, 2008
    Location:
    Ventura County
    #19
    Again, unless they had no replacements available, which is entirely possible.

    Or are you speaking to the fact the original device was returned to the OP.
     
  20. PBz macrumors 68000

    PBz

    Joined:
    Nov 3, 2005
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    PVB, Florida
    #20
    It sounds like it was repair, not capture.
     
  21. Mlrollin91 macrumors G5

    Mlrollin91

    Joined:
    Nov 20, 2008
    Location:
    Ventura County
    #21
    Agreed, but I think in the past I have had something shown as "repair complete" but I ended up receiving a replacement product. Its been many years since that happened, so I cannot remember entirely. So it is possible the OP gets a different device.
     
  22. PBz macrumors 68000

    PBz

    Joined:
    Nov 3, 2005
    Location:
    PVB, Florida
    #22
    Agree.
     
  23. Newtons Apple macrumors P6

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #23
    Why do you think that Apple owes a replacement? They will fix it and get it back to the op. No where does it say that Apple should give them a replacement phone when it can be repaired.
     
  24. Seth Matthews macrumors regular

    Seth Matthews

    Joined:
    Jun 1, 2015
    #24
    For this situation? It is called good customer service. When you take your vehicle in for repair and it ends up taking a while, you get a loaner vehicle for the inconvenience because it is under warranty. This is no different.
     
  25. Phone Junky macrumors 6502a

    Joined:
    Oct 29, 2011
    Location:
    Sunshine State
    #25
    Because it's a $1000+ phone that's, at most, 2 months old. If Apple will let people return phones with no questions asked, for a full refund and allow customers to exchange numerous phones because of yellow screens or any of the other numerous non-issues, then I think a simple replacement is in order in this situation having an unusable phone.
     

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