As the title reads, my iPhone 5 does not power on anymore after using OEM charger and lightning cable. The Lightning cable was melted at the end and it was burning hot to touch. Got enough to cause a small red burn. Phone is out of warranty. Any recourse?
Update: So 2 Apple techs, one of them being a Senior Apple Advisor confirms that Kernel Panics can and will cause lightning cables to melt.
1:05 for the first confirmation and 1:52 for the second clarification.
Caution! if this is true, this is a huge fire hazard.
Here is the phone call with Apple confirming this.
https://soundcloud.com/unsatisfied-customer/lightning-cable-melting
Update: so I received a call today from the executive office of Phil Shiller(looks like checks his emails...greatly appreciated). I was told by one of his people from his office that the information I was given by the Apple rep was completely wrong. She said she would inform the Apple Store that I'm coming in for another appointment this weekend and that they would take a real look at it. So I will update after what happens this weekend. And of course she also told me that, the Apple Store didn't even document any notes on my first visit, which doesn't surprise me. I've been told before that they didn't document hardware issues I reported previously resulting in several phone calls and multiple visits. Just unfortunate that complaining up the good chain seems to be the only way to get them to take a serious look at my phone. Kernel Panics causing meltdowns?... Common Genius Bar, get it together.
2nd update: I called Apple to verify my appointment for tomorrow because I didn't receive a confirmation email. No surprise, I have no appointment. I'll show up to the store anyway and see if the manager knows what's up because apparently they should be aware of my case according to the executive liaison for big Phil. However 1800myapple did tell me that they can call me tomorrow to help out, but they would have to charge me for a single incident support. His is after the previous apple rep told me that they can't help me over the phone and that I would need to go to the store. Really wish I could get out of this circle jerk loop around.
This thread is turning out to be my running tally of misinformation / journal.
3rd update: so I have an appointment, it was just under my wife's name. Now waiting.
4th update: met with the new genius. He was very friendly and also confirmed that kernel panics can cause the charging to cause so much heat it could melt the wire. So the tally is:
#1 Apple genius 1: kernel panics cause cables to melt, especially out of warranty phones. Let me take your cable, it's a fire hazard.
#2 Apple advisor: yes, Kernal Panics can cause cables to melt.
#3 executive liaison from the office of Phil Shiller: the two Apple reps you spoke with are completely wrong. Let's get you to the Genius Bar to take a real look at the issue.
# 4 Apple Genius #2: yup, Kernel Panics can cause heating to the charging and indeed melt the cable. Your wire is a safety hazard, can I replace your wire for you?
So, apparently most of this thread thinks I'm out of line or wrong, so please enlighten me how to react to this.
One thing I did learn from this is that they really want my cable.
Final Update and resolution: received a call from the store manager due to him seeing my Genius Bar feedback email response. He informed me that he checked with Apple's engineers directly and they have stated that Kernel Panics do NOT cause cables to melt. He's offered to replace the iP5 and assured me that the engineers who override the Genius Bar confirms that the 3 Apple reps were wrong. I haven't picked up the phone yet but due to all misinformstion I've been getting I won't celebrate until I actually have the replacement. Hopefully this will be my last update and last run of complaining.
Update: So 2 Apple techs, one of them being a Senior Apple Advisor confirms that Kernel Panics can and will cause lightning cables to melt.
1:05 for the first confirmation and 1:52 for the second clarification.
Caution! if this is true, this is a huge fire hazard.
Here is the phone call with Apple confirming this.
https://soundcloud.com/unsatisfied-customer/lightning-cable-melting
Update: so I received a call today from the executive office of Phil Shiller(looks like checks his emails...greatly appreciated). I was told by one of his people from his office that the information I was given by the Apple rep was completely wrong. She said she would inform the Apple Store that I'm coming in for another appointment this weekend and that they would take a real look at it. So I will update after what happens this weekend. And of course she also told me that, the Apple Store didn't even document any notes on my first visit, which doesn't surprise me. I've been told before that they didn't document hardware issues I reported previously resulting in several phone calls and multiple visits. Just unfortunate that complaining up the good chain seems to be the only way to get them to take a serious look at my phone. Kernel Panics causing meltdowns?... Common Genius Bar, get it together.
2nd update: I called Apple to verify my appointment for tomorrow because I didn't receive a confirmation email. No surprise, I have no appointment. I'll show up to the store anyway and see if the manager knows what's up because apparently they should be aware of my case according to the executive liaison for big Phil. However 1800myapple did tell me that they can call me tomorrow to help out, but they would have to charge me for a single incident support. His is after the previous apple rep told me that they can't help me over the phone and that I would need to go to the store. Really wish I could get out of this circle jerk loop around.
This thread is turning out to be my running tally of misinformation / journal.
3rd update: so I have an appointment, it was just under my wife's name. Now waiting.
4th update: met with the new genius. He was very friendly and also confirmed that kernel panics can cause the charging to cause so much heat it could melt the wire. So the tally is:
#1 Apple genius 1: kernel panics cause cables to melt, especially out of warranty phones. Let me take your cable, it's a fire hazard.
#2 Apple advisor: yes, Kernal Panics can cause cables to melt.
#3 executive liaison from the office of Phil Shiller: the two Apple reps you spoke with are completely wrong. Let's get you to the Genius Bar to take a real look at the issue.
# 4 Apple Genius #2: yup, Kernel Panics can cause heating to the charging and indeed melt the cable. Your wire is a safety hazard, can I replace your wire for you?
So, apparently most of this thread thinks I'm out of line or wrong, so please enlighten me how to react to this.
One thing I did learn from this is that they really want my cable.
Final Update and resolution: received a call from the store manager due to him seeing my Genius Bar feedback email response. He informed me that he checked with Apple's engineers directly and they have stated that Kernel Panics do NOT cause cables to melt. He's offered to replace the iP5 and assured me that the engineers who override the Genius Bar confirms that the 3 Apple reps were wrong. I haven't picked up the phone yet but due to all misinformstion I've been getting I won't celebrate until I actually have the replacement. Hopefully this will be my last update and last run of complaining.
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