Overheated, slightly melted lightning cable, shorted iphone, slightly burn finger

wesk702

macrumors 68000
Original poster
Jul 7, 2007
1,807
358
The hood
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.
 

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fs454

macrumors 68000
Dec 7, 2007
1,690
1,228
Los Angeles / Boston
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?
Make an appointment, take it in. They're usually fair to things like this.
 

erzhik

macrumors 6502
Dec 2, 2010
486
394
Take it to the store. If they refuse, write an email to Apple. This is a defect that could cause body injury, they are not allowed to say no to a replacement. if you truly used an OEM cable, they will have to replace the device or repair it. I personally wouldn't accept a repair. Just because it's out of warranty, does not mean that the phone can catch fire at any moment.
 

eelw

macrumors 6502a
Sep 19, 2012
631
26
Yup Apple is good when it comes to safety hazards even if out of warranty. But don't go in all angry and demanding.
 

scaredpoet

macrumors 604
Apr 6, 2007
6,627
342
Check the pins on the lightning connector on the iPhone itself, and on the cable. See if there are any signs of corrosion.
 

AronDraws

macrumors 6502
Oct 6, 2014
269
248
Burbank, CA
It's worth a shot bringing it in to the store for them to take a look at-- My friend got his iPhone 6, and gave me his old 5. I noticed the glass was lifting out of the frame, and I took it in and the guy took it out back.

He came back saying it fell apart when they opened it, and the battery was swollen. They gave me a fresh iPhone to replace it, even though it was over a year out of warranty :D
 

Hoyboy

macrumors regular
Nov 9, 2012
143
67
It's worth a shot bringing it in to the store for them to take a look at-- My friend got his iPhone 6, and gave me his old 5. I noticed the glass was lifting out of the frame, and I took it in and the guy took it out back.

He came back saying it fell apart when they opened it, and the battery was swollen. They gave me a fresh iPhone to replace it, even though it was over a year out of warranty :D
This^^^

The exact same thing happened to my iPhone 5. It was 1 year out of warranty and the genius replaced it for free #
 

Zinthar

macrumors 6502
Jul 10, 2006
285
0
This^^^

The exact same thing happened to my iPhone 5. It was 1 year out of warranty and the genius replaced it for free #
Yeah, it seems dependent on the Apple genius you get and the nature of the problem. Things like burning phones and bulging batteries will usually get you a quick replacement, regardless of warranty status. Generally, stories about phones burning or batteries exploding are bad PR.
 

AFDoc

macrumors 68030
Jun 29, 2012
2,765
509
Colorado Springs USA for now
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?
Instead of calling apple you come here to post..... Don't you think that's a bit odd? If you car breaks down do you go onto a forum and post about it or contact the manufacturer/dealer?
Not trying to be a jerk but find people that do such things to be an interesting sociology experiment.

Good luck getting it replace, shouldn't be hard if it happened the way you say it did.
 

deeddawg

macrumors G3
Jun 14, 2010
8,976
2,787
US
wow that's one of the first I have seen with an OEM charger!
Yeah, makes me wonder if the "OEM charger" part is really true -- that's more what I'd expect from some cheap POS knockoff charger.

Edit: not saying the OP is intentionally lying, could be a knock off charger that was sold as an OEM one.
 
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pojo1806

macrumors 68020
Feb 6, 2013
2,338
1,229
United Kingdom
I had the original white macbook in 2006 and my charger for that melted, apple replaced it for me, out of warranty. They even sent a delivery guy to bring the new one and take away my old one.
 

Azzin

macrumors 601
Jun 23, 2010
4,254
1,646
London, England.
OP-just for clarity, can you confirm that the "OEM" charger you're referring to is a genuine Apple charger?

Also, is the Lightning cable a genuine Apple one?
 

wesk702

macrumors 68000
Original poster
Jul 7, 2007
1,807
358
The hood
Yeah, all genuine apple charging accessories that came with the phone.just an update: so I had the appointment and the genius said that there were serious kernel panics on my phone when it shut down. The time and date matches up with when the incident happened. However he told me some odd information that if like to know if it makes sense to anyone here.
He said that the kernel panic that happened when the incident happened could have caused the wire to melt. When I asked him if the faulty melting wire could have caused the kernel panic, he said it's not possible and that since h s says that the phone caused the wire to melt that he can not help with the replacement. He did want to take the wire though, but I said that I need it back.

Any geniuses here that can confirm a kernel panic can melt a wire? If that's the case, that seems like a huge liability.
 

erzhik

macrumors 6502
Dec 2, 2010
486
394
Why wouldn't he give you a replacement? If the phone melted the wire, that's even worse. It means that the battery is faulty and most likely leaking. For all we know, it could've exploded instead of just melting the wire. If it explodes, it will send you to an emergency room with severe burns.

But yes, if they refuse to replace, don't give them the wire. Seems the guy just wanted to remove all liability from the damage. Once they take the wire, you are on your own.
 

wesk702

macrumors 68000
Original poster
Jul 7, 2007
1,807
358
The hood
Why wouldn't he give you a replacement? If the phone melted the wire, that's even worse. It means that the battery is faulty and most likely leaking. For all we know, it could've exploded instead of just melting the wire. If it explodes, it will send you to an emergency room with severe burns.

But yes, if they refuse to replace, don't give them the wire. Seems the guy just wanted to remove all liability from the damage. Once they take the wire, you are on your own.
Yeah no kidding. I'm gonna try giving AppleCare a call again tomorrow and hope I get some better luck. Next week I'll set up a second genius meeting. Doesn't add up.
 

eelw

macrumors 6502a
Sep 19, 2012
631
26
Wow that's unfortunate they didn't replace the phone. Should have requested supervisor at that point. But hopefully better luck with phone support.

Edit, wait a moment. If phone doesn't power on, how did they get the logs?
 

wesk702

macrumors 68000
Original poster
Jul 7, 2007
1,807
358
The hood
Wow that's unfortunate they didn't replace the phone. Should have requested supervisor at that point. But hopefully better luck with phone support.

Edit, wait a moment. If phone doesn't power on, how did they get the logs?
It ended up being able to power on after being charged for a while at the Apple store, but the tech told me that the kernel panics are bad enough that a restore can't fix. He said it's definitely a hardware issue, but he said it's definitely not the fault of their lightning cable.
 

oneofthenine

macrumors regular
Sep 27, 2014
165
0
Yeah, all genuine apple charging accessories that came with the phone.just an update: so I had the appointment and the genius said that there were serious kernel panics on my phone when it shut down. The time and date matches up with when the incident happened. However he told me some odd information that if like to know if it makes sense to anyone here.
He said that the kernel panic that happened when the incident happened could have caused the wire to melt. When I asked him if the faulty melting wire could have caused the kernel panic, he said it's not possible and that since h s says that the phone caused the wire to melt that he can not help with the replacement. He did want to take the wire though, but I said that I need it back.

Any geniuses here that can confirm a kernel panic can melt a wire? If that's the case, that seems like a huge liability.
Highly doubt a phone problem could damage the wire unless it is physical problem with the pins at the iPhone end. Power only travels in one direction. While I'm not an engineer I suspect the 'genius' is not quite correct.
 
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