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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.
 
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.

The moment someone suggests they need something for "evidence," that reeks of imminent litigation. Any company will clam up as soon as that specter is raised.

I'm not a lawyer, but I would think that unless a criminal investigation is about to happen, good photo evidence along with written documentation that the cable was replaced by Apple would be "evidence" enough. But again, if OP wants to go that route, he should be talking to a lawyer. Expect no quick resolution as soon as that happens though, because the customer service interaction WILL stop, and it's all lawyers talking from there on out.
 
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.

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.
 
So you are making the whole PSA rabble because of spite?

No...that's not hyperbolic at all.

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.
 
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.
 
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.

Good point
 
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.

Yeah, I feel the same way but 75% of Apple doesn't think so. I mean they're Geniuses right?
 
I actually had something similar to my cable a few months back. I had my iPhone 5 since launch and used the same cable to charge it every night. Well just below the connector there is a little piece of overlapping plastic, used to prevent the cable from being bent sharply, but surprise surprise, it still happens. At this point on my cable, you could feel the wires gradually getting weaker to the point the phone stopped charging one day unless the cable was angled just right. Well one day I put my phone on to charge, went out for a bit, and came back to the strong smell of burning plastic, as well as a burn on the cable itself at this point. Naturally, Apple swapped it out with no problems, but still, being that it's electrical, shorts can happen. Your case is different from mine, I just felt this was the appropriate place to put this.
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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.
 
Is the phone itself still functional?
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.

----------

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.

Yeah I know, I thought it would be addressed this time since Phil Shiller's liaison said this will get a real look this time around, but that didn't happen. Just following the process to see what Apple will do next. The liaison is supposed to call me tomorrow to follow up so we'll see what happens next. My angry stage has past, the incompetence now is just comical. Regardless of what they say I won't act all cray in the store, I can just see myself in a YouTube clip now like that one screaming lady on Vine from a year or so back.

In a typical busy corporate setting with numerous ancillary or lower level employees, it's common that emails aren't checked regularly, even though it maybe the primary carrier for information. I'm wondering if an email was sent from Shiller's office, but the store level just didn't bother to check it or just plain ignored it. Also possible that no communication or email was done from upper level like she said she would, but I doubt that last part. There's a fallout in communication here and I highly doubt that the error would be on part of the exec office level. Just a theory, have seen it happen many times...too many times. Employees! Please check your work email, this is absolutely part of your job to be up to date and compliant with policies and important information especially from the upper branch of the chain of command. Again it's just speculation that this happened due to poor communication.
 
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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.

I said we as in the MacRumors members who are trying to help you. But with that attitude I'm out.

If you think someone you backhandedly insult is going to help you, then you need to think again. Good luck with your "public service announcement", because as you really know, it'll get you nowhere. And if you show Apple the attitude you show here, I'm not surprised you don't have a new phone. There's a saying - you catch more flies with honey than with vinegar.
 
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.
 
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.

No, that's nuts. I'm not trying to cause a possible fire in an Apple Store to prove a point. Damn you are one gung ho mother ___.
 
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.
 
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.....
 
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.....

Yeah, just glad it's over. Wife's happy she has a new working phone and not a kernel panic fire starter. Jeez you'd think that if your phone can melt cables, it would have been taken care of or at least inspected in detail, regardless of warranty status. Out of all the items I get applecare on, I don't get it for this phone cause my wife doesn't really abuse her phone. Get Applecare everyone, then geniuses won't accuse your phone for melting cables due to software resets.
 
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.
[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!
 
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