iPhone XR iPhone XR repair horror story (happy ending)

Lekro

macrumors 6502a
Original poster
Mar 23, 2019
512
269
Budapest, Hungary
Hello,

I admit have OCD when it comes to phones.
This is my brand new black 128GB XR and I noticed the bottom left edge of the screen is more dim than the right side.

The picture attached is taken in the circumstances that brings this issue out the most. Low brightness, True Tone on, white background, dark room.

My question is do you see it? Is it worth taking it back to apple? I fear of getting into an exchange loop with the next phone always being worse in something else.

I just ask for your opinion to give me a peace of mind, or the opposite.
 

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Ffosse

macrumors 68000
Nov 5, 2012
1,827
648
I can only see it ever so slightly. I wouldn't take it back unless it got worse. Is everything else all right with your XR? I would turn tru-tone off but that is only my preference.
 

ihakim

macrumors regular
Jun 11, 2012
144
68
Stanford, CA
I'm quite particular about my phones and have exchanged before for minor blemishes, but honestly I can't even see what you're bothered about in the picture you posted. You should keep it.
 
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AlexJoda

macrumors 6502a
Apr 8, 2015
767
587
You should order a second one just for the peace of mind and stay with the better one. The display looks uneven and different than mine...
 

nordique

macrumors 68000
Oct 12, 2014
1,769
1,365
My XR is black - I do not have the same shadowing. Get it swapped if it is apparent on white backgrounds
[doublepost=1553565791][/doublepost]
Hello,

...
My question is do you see it? Is it worth taking it back to apple? I fear of getting into an exchange loop with the next phone always being worse in something else.

I just ask for your opinion to give me a peace of mind, or the opposite.
Don't fear the exchange loop, as you called it - it doesn't exist if you truly are dissatisfied. You are a consumer, you have invested in a product...if it is not up to your standard, you can exchange it or return it. You don't give Apple and your Carrier money and accept something if it is not up to what you want. You are allowed to return, within reason (that is what the 14 day return policy is in place for).

In my experience, returning or exchanging an Apple product tends to result in the product with the build quality you want. The people who need to swap out a device 16 times...those are extremely rare cases.

My point is, you should not fear returning or exchanging something if you are not 100% satisfied with it and it bugs you.

If it bugs you that much I would consider doling out a bit extra for an OLED iPhone XS/Max, just for the peace of mind regarding the light bleed
 

teknikal90

macrumors 68040
Jan 28, 2008
3,161
1,497
Vancouver, BC
OP. the phone is fine. Best to learn live with it. Else you swap it and the refurbished replacement has a worse 'defect'.
Playing the iPhone lottery game RARELY gets you a 'better' phone.
 
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Lekro

macrumors 6502a
Original poster
Mar 23, 2019
512
269
Budapest, Hungary
As an update, I’m taking the phone to Apple on Monday.

I spotted dust collecting inside the front facing camera. Being IP67 one of the features of this XR, I think it’s defective and a guy at an Apple store confirmed it.

I’m going to list this screen problem also.
The guy said depending on the number and complexity of the problems they will either replace the screen or swap the phone.

Honestly I would prefer a screen replacement because the rest of the phone is perfect and I really don’t want to get a phone with the model number starting with “F”…

For the sake of my mind, please tell me they have special tools to open the phone without scratching it during the process. My job is to repair Apple products at a repair shop and I know how strong the adhesive is…

I’m going to update the thread with the results.
 

puma1552

Suspended
Nov 20, 2008
5,559
1,945
As an update, I’m taking the phone to Apple on Monday.

I spotted dust collecting inside the front facing camera. Being IP67 one of the features of this XR, I think it’s defective and a guy at an Apple store confirmed it.

I’m going to list this screen problem also.
The guy said depending on the number and complexity of the problems they will either replace the screen or swap the phone.

Honestly I would prefer a screen replacement because the rest of the phone is perfect and I really don’t want to get a phone with the model number starting with “F”…

For the sake of my mind, please tell me they have special tools to open the phone without scratching it during the process. My job is to repair Apple products at a repair shop and I know how strong the adhesive is…

I’m going to update the thread with the results.
Are you out of the return window or does Apple not allow 14 day returns in Hungary? If you are in the return window, why are you messing around and wasting time with the genius bar? Just return/exchange it, you have a right to do so if you are within the return window, no questions asked. Contract or not.

No way on earth am I going to the genius bar and opening a phone/listening to a "genius" tell me whether or not they will approve a swap of my phone for a white box refurb replacement when I'm in the return window and can exchange for another brand new one in retail packaging no questions asked. No time wasting genius bar appointment either.
 

Lekro

macrumors 6502a
Original poster
Mar 23, 2019
512
269
Budapest, Hungary
The device is 1 month old.

We don’t even have Genius Bar here, only APRs, so there’s that.

I’m happy with a white box replacement as long as it doesn’t have any problems.

Only concern is that this process takes 5-10 days and they order 1 replacement device for me. If that device has problems too, then I need to send it back with the same process…
 

apolloa

Suspended
Oct 21, 2008
12,318
7,798
Time, because it rules EVERYTHING!
Hello,

I admit have OCD when it comes to phones.
This is my brand new black 128GB XR and I noticed the bottom left edge of the screen is more dim than the right side.

The picture attached is taken in the circumstances that brings this issue out the most. Low brightness, True Tone on, white background, dark room.

My question is do you see it? Is it worth taking it back to apple? I fear of getting into an exchange loop with the next phone always being worse in something else.

I just ask for your opinion to give me a peace of mind, or the opposite.
No just keep it, I have some subtle shadows that show around the notch all the time on white backgrounds like this site, others have said they have it too. It’s a nature of the display and how it’s made I’d say.

Never mind just saw your post about the dust.
 
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Lekro

macrumors 6502a
Original poster
Mar 23, 2019
512
269
Budapest, Hungary
So I got the phone back. They didn't replace the phone nor the screen. There was only a "cleaning" but they managed to make it worse… There is now a smudge under the lens cover. I only noticed it when I got home.
 

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Lekro

macrumors 6502a
Original poster
Mar 23, 2019
512
269
Budapest, Hungary
Not to mention they managed to clean off some anti reflect layer around the sensor itself, my girlfriend's XR has a blue layer around the sensor where mine is just plain black plastic (was blue before mine too).

Here are some pictures. The one with the red case is my girlfriend's phone.
 

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Last edited:

mohangowda

macrumors newbie
Dec 6, 2017
8
0
Bengaluru
Just spotted this lately, if I plug a lightning cable in and press up or down on the cable head, it makes a clicking noise inside of the port. Anyone else experiencing the same ?
 

Newtons Apple

Suspended
Mar 12, 2014
22,757
15,227
Jacksonville, Florida
So I got the phone back. They didn't replace the phone nor the screen. There was only a "cleaning" but they managed to make it worse… There is now a smudge under the lens cover. I only noticed it when I got home.
Yep, you are setting your OCD off for sure.

Sooner of later the Apple place will get tired of dealing with you.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
34,351
35,446
Just spotted this lately, if I plug a lightning cable in and press up or down on the cable head, it makes a clicking noise inside of the port. Anyone else experiencing the same ?
That’s not normal behavior. Check inside the lightning port to make sure there’s nothing lodged inside there causing that to happen.
 

Knowlege Bomb

macrumors 604
Feb 14, 2008
7,094
3,165
Madison, WI
Not to mention they managed to clean off some anti reflect layer around the sensor itself, my girlfriend's XR has a blue layer around the sensor where mine is just plain black plastic (was blue before mine too).

Here are some pictures. The one with the red case is my girlfriend's phone.
That looks terrible. I would never settle for sub-par work like that. Take it back.
 
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Lekro

macrumors 6502a
Original poster
Mar 23, 2019
512
269
Budapest, Hungary
Yep, you are setting your OCD off for sure.

Sooner of later the Apple place will get tired of dealing with you.
Well they shouldn't be because they messed up my phone. They didn't even replace the IP67 adhesive and there was a gap between the screen and the back-frame.

They probably used alcohol or circuit board cleaner and wiped off the blue anti reflection coating on the truedepth camera sensor. The circuit board cleaner can leave a mark like this on glass.

I repair apple products as my job and even without being an apple authorized service provider, I can tell this is something like mall repair shop would do to your phone.

I have access to GSX (Apple Global Service Exchange) and checked the serial of my phone. Nothing is documented about this "repair" process.

This means, down the line if my phone dies within the warranty period, Apple can say I opened the phone myself and revoke my warranty. This is a 1 month old phone.


Anyways. I went back to the store and the guy agreed with me on everything. I left the pictures I took as evidence on the phone itself. I requested a device swap but they told me they have no say in this but gonna mention it on the worksheet.

They said it will take a week now. Previous repair was done in 2 days. I bet the repair was done on spot as an "easy quick undocumented procedure" as they thought its a non-issue.



Please don't call OCD on this because this is closer to BS by now.
 
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