Wow I can't believe apple are treating you like this !!
So much for the great customer service....
He is getting great customer service, not just the outcome wanted.
Wow I can't believe apple are treating you like this !!
So much for the great customer service....
Well if he's being honest and it was all original equipment I'd suggest he's getting poor service as they've tried to constantly fob him off and still not had the bits replaced.
From what I gather, the genius offered to replace the cable but he refused (need it for "evidence"), probably since he wanted a new phone.
Without seeing the actual kernel panic, we cannot make a decision as to what went wrong - that is exactly what the log is for. A kernel panic itself won't cause any damage. A kernel panic is basically the kernel (low level software on the phone) saying "Hey, something's gone wrong that we can't recover from, so we're going to instantly die". It's basically like a blue screen on Windows. If you give us a photo of the kernel panic log, we can tell you more.
Secondly - AppleCare will always side with the store. The store has seen the phone in person, they have not, therefore it makes sense for AppleCare to side with the party who have been able to make a more informed decision.
Also remember that these techs aren't necessarily advanced technicians, and even if they are, diagnosing issues like this is down to experience. If you haven't experienced an issue before, you're not likely going to be able to solve it without further investigation.
Some questions:
- What is the current state of the phone. I assume it's working fine right now given the tech was able to pull the logs from it?
- Is the charger (not the cable) working fine?
Given where the case of the cable has melted, my 2c (based on seeing something similar to this in the past) is just a dodgy/poor solder point on the cable. If the solder point is bad (could be a manufacturing defect, or just down to being an old cable (pulling in and out over time will loosen the connection)), it causes the width of the connection (cable wise) to be incredibly thin. Putting the same amount of power through an incredibly thin piece of wire (or solder point) will cause excessive heat. This could then result in erratic voltage being supplied to the phone, which could cause the PMU driver to crash (and thus the kernel panic you received - driver crash = instant panic).
If the phone is working fine, I don't see why you want a new phone. If you can show us the kernel panic log, we can give you a bit more of an insight as to what happened.
That said - you're absolutely not going about getting what you want from Apple in the right way.
Creating posts on reddit with "Public Service Announcement" stating that all iPhone are going to burn is just crazy. And if Apple see that then I imagine you'll get absolutely no help whatsoever. It also makes it look like you want something out of it (perhaps you think you might get an upgrade out of it?) when in effect all you really need is a new cable.
So you are making the whole PSA rabble because of spite?
No...that's not hyperbolic at all.
Push what under the rug exactly?I was upset at the time that two reps including a supervisor confirmed it. If they confirm that as a fact, don't you think that info should be available?
Rep: yeah kernel panics can burn your wires x2
You: that's fine with me, let's just push that under the rug and I'll just recycle my damaged phone, thank you! Let's not let anyone know. But thanks for the new cable, I'll use it to charge my broken phone, I appreciate it!
Is that what I should have done?
If any of you would do this if this happened to you please post here.
Push what under the rug exactly?
If what you were told was indeed correct, does that necessarily make it an issue that would affect all phones?
It happened to you. Not the entirety of iPhone users.
Yet you are issuing "public service announcements" as if it's a huge, widespread problem.
I understand you're upset. You have every right to be.
But I also hate hyperbole.
I know.
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.
Is the phone itself still functional?Lol, updated again. Tell me how to react after reading the last update.
It'll turn on after some charging but will power off. I haven't been trying to really charge it anymore though since it's apparently causing wires to melt. Not gonna try it in my house. Remember, Kernel Panics cause wires to melt. I know so cause three Apple reps confirmed this. But, but... They're geniuses.Is the phone itself still functional?
I don't know how you are still talking to "Geniuses". I would've raised hell in the store by now. It doesn't matter what internally causes a wire to fry, it's still a fire hazard and they should've replaced the entire device long ago. It doesn't matter if its kernel panic, battery faulty or a magic unicorn pissing inside the wire..it's a fire hazard that could've ended differently if you had any highly flammable material next to the phone when it was frying. Clearly these "geniuses" don't know **** and should've escalated this issue long ago.
The cable doesn't work anymore. The phone went from unresponsive to intermittently shutting off. When charging it will appear in the red, but then it jumps to 45% and turns on then shuts off. Do I want them to replace the phone? If it's the cables fault, yes. PSA was for apple confirming twice that kernel panics, that happen often, will cause wires to melt which is crazy. Just want them to take ownership for misinformation. It was just that it seems this was just said to blame the phone instead of the wire. I guess I'm the only one that would be upset that I'm being fed false info to place blame on a kernel panic. Maybe people like you can take that info and just walk away, but since you say "we" like you work for the Genius Bar, I wouldn't be surprised. You guys need to be educated and reeducated. Get your act together seriously. Tech support that doesn't understand what kernel panics should have no place makin decisions in anything tech. Read your own manuals for God sakes.
But you still don't want to go in early to the Apple Store and attempt to charge the phone there? Right, if it smokes, it will get there attention immediately.
Haven't heard from the laison yet today, but I'm sure she's busy. Was contacted by the store manager due to me completing the store feedback email. He listened, he followed up with Apples engineering team and told me that kernel panics do not cause wires to melt and has offered a replacement. Finally.
Imagine if iMacs kernel panics could cause power cords to melt. Talk about BSOD again, modafaka! Go take your new phone man and be careful, i heard you have a little kid. This stuff is crazy. Kernel panics cause wire sto melt... LOL, geniuses.....
[doublepost=1496182893][/doublepost]I threw in the towel early, no time to ******** with customer service reps from Apple about my iPhone 6s. AT&T referred me to an iPhone repair shop. The guy says that my charging cable shorted it out. He is going to check if it is the charging port, the battery, or the motherboard. I told him to go ahead and fix it if its not the motherboard. Should be under 200. It needed a new battery anyways. I already bought an iPhone 7 but the s6 will make a nice gift if they can fix it!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.