iPhone X When a screen replacement becomes something worse (or better)

[jmgregory1]

I took my iPhone X into an Apple store yesterday to get the screen replaced. It's the first iPhone I've owned that within a month had a very deep scratch across the lower third of the screen, along with several smaller scratches, that I think may have happened when my iPhone slid off the center console in my car and must have hit a rough piece of metal on its way down under my seat. None of my other iPhones ever had any kind of significant scratches going back to the original iPhone 10 years ago, so either my luck just ran out or the scratch protection isn't exactly all it's cracked up to be (pun intended).

I tried living with the scratch, including with a glass screen protector applied, but I just kept seeing it and didn't like the added thickness the protector created.

So I go in, having AppleCare+, and wait for two and half hours for them to do the replacement. After getting impatient and having several floor staff check multiple times where it's at in the process after 90 minutes, one of the techs finally came out with my phone in hand. He apologized for the delay - said they replaced the screen, but when doing the calibration, they couldn't get the ambient light sensor to perform to spec, and because that sensor is non-replaceable, they were giving me a new iPhone. He did ask if that was ok, as if I'd want to keep my existing X with a faulty sensor, which is likely due to the pressure they're getting from the right to fix people. I gladly accepted the replacement. The only cost for me was time in waiting and then updating the new phone from my backup, but I'm back to having a perfect screen and no out of pocket expense.

It's one of those cases where I'm glad there was something else wrong, because I didn't have to pay for the replacement screen, nor use up one of my two screen replacements on AppleCare+.

 

[WabbalaFlumpkin]

Must be nice dude! Honestly kinda jealous... Would've been very cool if you were able to keep both, lol. Be sure to atleast get a protective case or thin screen cover so it doesn't happen again! You won't even notice the screen protector if your screen is flawless.

 

[eyoungren]

I went in for a screen replacement for my iPhone 6+ once. That was the launch of iOS 9. My phone was jailbroken and they insisted I restore.

I said okay, fine. I will do it your way…knowing that what they wanted to do would put my phone in a bootloop. I did suggest DFU mode, but the 'genius' ignored me.

An hour later they gave me a brand new replacement phone. Some kind of problem with iOS 9 they said.

BS. The phone bootlooped and they just decided to replace it.

All I had to pay for was the screen replacement.

 

[WabbalaFlumpkin]

I went in for a screen replacement for my iPhone 6+ once. That was the launch of iOS 9. My phone was jailbroken and they insisted I restore.

I said okay, fine. I will do it your way…knowing that what they wanted to do would put my phone in a bootloop. I did suggest DFU mode, but the 'genius' ignored me.

An hour later they gave me a brand new replacement phone. Some kind of problem with iOS 9 they said.

BS. The phone bootlooped and they just decided to replace it.

All I had to pay for was the screen replacement.

Why does everyone get lucky except for me? I went in for a screen replacement and... guess what... they called me an hour and a half later and said "your phone is ready for pickup" so I walked in and my phone was perfect... I didn't get a new one.. No fair!

 

[jmgregory1]

Why does everyone get lucky except for me? I went in for a screen replacement and... guess what... they called me an hour and a half later and said "your phone is ready for pickup" so I walked in and my phone was perfect... I didn't get a new one.. No fair!

I've been lucky a few times. Once, with my iPhone 5, I got caught in a huge downpour while at one of my kids lacrosse games. Even though I had my phone in my outside pocket of a Gore-tex shell, it rained so hard it literally filled the pocket up with water (through the zipper) and waterlogged the phone. I took it in, knowing I was going to have to buy a replacement outright. The tech took a look at it after opening it up, noticed that the mute switch wasn't working right (it was a bit dodgy), and said because of that, they were just going to replace it. I was floored they'd do that for me and walked out a happy Apple customer.

 

[Tavicu]

Just one question! How does they change a screen on a phone that is water resistant? They don't seal it back as it was from the factory! That phone won't be water resistant anymore!

 

[eyoungren]

Just one question! How does they change a screen on a phone that is water resistant? They don't seal it back as it was from the factory! That phone won't be water resistant anymore!

They have the equipment and know-how to reseal it.

 

[WabbalaFlumpkin]

They have the equipment and know-how to reseal it.

https://gyazo.com/f11b65a9bad8245b0b44eae1b60811a4
Not all the time! Be sure to make sure your phone is secured physically after a screen replacement!

 

[44267547]

Just one question! How does they change a screen on a phone that is water resistant? They don't seal it back as it was from the factory! That phone won't be water resistant anymore!

That wouldn’t make sense though. Because if every iPhone that went in for a repair and the water resistance was compromised after the repair, Apple would be handing out free replacement iPhones all the time if they didn’t retain the water resistance rating. They have procedures and practices they have to follow to ensure the water resistance is still intact after the repair.

 

[Tavicu]

Apple would be handing out free replacement iPhones all the time if they didn’t retain the water resistance rating.

Don't know about that! Apple is not replacing phones that have water damage. Right now is water resistant, not water proof!

I don't think any equipment that they have in a store can be as good as factory!

It's the first time i hear they are changing a screen for a water resistant device. In my country for example they are changing the device because of this.

 

[44267547]

Don't know about that! Apple is not replacing phones that have water damage. Right now is water resistant, not water proof!.

I never mentioned anything about waterproofing or water damaged iPhones , I stated water resistance. And I also stated repair, which could be a simple replacement of a battery or display, but they are indeed able to remain in tact the water resistance based off their repair procedures. You can check with any Genius at an Apple store and they will confirm that.

 

[jmgregory1]

The device Apple stores use to replace screens, replaces the adhesive and gaskets needed to provide water resistance just as it came from the factory.

 

[canuckRus]

The device Apple stores use to replace screens, replaces the adhesive and gaskets needed to provide water resistance just as it came from the factory.

If it works for watches why not for iPhones?

 

[44267547]

If it works for watches why not for iPhones?

I’m not entirely sure what your post is referring to, however if an Apple Watch is in need of repair, the Apple Store does not repair watches, it goes to a repair depot offsite. The iPhone however can be repaired in store for displays, battery and/or other maintenance, which can ensure the water resistance is intact.

 

[canuckRus]

I’m not entirely sure what your post is referring to, however if an Apple Watch is in need of repair, the Apple Store does not repair watches, it goes to a repair depot offsite. The iPhone however can be repaired in store for displays, battery and/or other maintenance, which can ensure the water resistance is intact.

My bad. Not necessarily referring to Apple iWatches but to most quality waterproof watches that can be repaired problem free. So too iPhones.

 

[teknikal90]

My bad. Not necessarily referring to Apple iWatches but to most quality waterproof watches that can be repaired problem free. So too iPhones.

different.
watches are made with replaceable gaskets.
iPhones have seals that are glued on. much more permanent.

 

[Peter K.]

I took my iPhone X into an Apple store yesterday to get the screen replaced. It's the first iPhone I've owned that within a month had a very deep scratch across the lower third of the screen, along with several smaller scratches, that I think may have happened when my iPhone slid off the center console in my car and must have hit a rough piece of metal on its way down under my seat. None of my other iPhones ever had any kind of significant scratches going back to the original iPhone 10 years ago, so either my luck just ran out or the scratch protection isn't exactly all it's cracked up to be (pun intended).

I tried living with the scratch, including with a glass screen protector applied, but I just kept seeing it and didn't like the added thickness the protector created.

So I go in, having AppleCare+, and wait for two and half hours for them to do the replacement. After getting impatient and having several floor staff check multiple times where it's at in the process after 90 minutes, one of the techs finally came out with my phone in hand. He apologized for the delay - said they replaced the screen, but when doing the calibration, they couldn't get the ambient light sensor to perform to spec, and because that sensor is non-replaceable, they were giving me a new iPhone. He did ask if that was ok, as if I'd want to keep my existing X with a faulty sensor, which is likely due to the pressure they're getting from the right to fix people. I gladly accepted the replacement. The only cost for me was time in waiting and then updating the new phone from my backup, but I'm back to having a perfect screen and no out of pocket expense.

It's one of those cases where I'm glad there was something else wrong, because I didn't have to pay for the replacement screen, nor use up one of my two screen replacements on AppleCare+.

Since you said you incurred no out of pocket charges, did they not even charge you the “deductible” or count the replacement as one of your two damage incidents under AppleCare+? Regardless, cool!

 

[jmgregory1]

Since you said you incurred no out of pocket charges, did they not even charge you the “deductible” or count the replacement as one of your two damage incidents under AppleCare+? Regardless, cool!

That’s correct, no costs or hits to my AppleCare+. They probably would have been better to do diagnostics on it as a first step, to see the sensor issue.

 

[Peter K.]

That’s correct, no costs or hits to my AppleCare+. They probably would have been better to do diagnostics on it as a first step, to see the sensor issue.

Sweet; congrats!

 

[Alexrat1996]

I took my iPhone X into an Apple store yesterday to get the screen replaced. It's the first iPhone I've owned that within a month had a very deep scratch across the lower third of the screen, along with several smaller scratches, that I think may have happened when my iPhone slid off the center console in my car and must have hit a rough piece of metal on its way down under my seat. None of my other iPhones ever had any kind of significant scratches going back to the original iPhone 10 years ago, so either my luck just ran out or the scratch protection isn't exactly all it's cracked up to be (pun intended).

I tried living with the scratch, including with a glass screen protector applied, but I just kept seeing it and didn't like the added thickness the protector created.

So I go in, having AppleCare+, and wait for two and half hours for them to do the replacement. After getting impatient and having several floor staff check multiple times where it's at in the process after 90 minutes, one of the techs finally came out with my phone in hand. He apologized for the delay - said they replaced the screen, but when doing the calibration, they couldn't get the ambient light sensor to perform to spec, and because that sensor is non-replaceable, they were giving me a new iPhone. He did ask if that was ok, as if I'd want to keep my existing X with a faulty sensor, which is likely due to the pressure they're getting from the right to fix people. I gladly accepted the replacement. The only cost for me was time in waiting and then updating the new phone from my backup, but I'm back to having a perfect screen and no out of pocket expense.

It's one of those cases where I'm glad there was something else wrong, because I didn't have to pay for the replacement screen, nor use up one of my two screen replacements on AppleCare+.

What you saying you used apple care plus to get a scratch screen replaced if so I will do the same with my mom xr multiple people giving me mixed results.

 

[960design]

That’s correct, no costs or hits to my AppleCare+. They probably would have been better to do diagnostics on it as a first step, to see the sensor issue.

They may have cut/tore the sensor cable while removing the display. Very easy to do.

 

[jmgregory1]

What you saying you used apple care plus to get a scratch screen replaced if so I will do the same with my mom xr multiple people giving me mixed results.

Correct. Keep in mind that my screen had a really deep main scratch, not just the micro-abrasions that can happen. Not sure if that had any impact on why they did a screen replacement for a scratch or not.

 

[Alexrat1996]

Correct. Keep in mind that my screen had a really deep main scratch, not just the micro-abrasions that can happen. Not sure if that had any impact on why they did a screen replacement for a scratch or not.

So the warranty covers the scratches under Apple care plus cause I called my store they says it’s covered I wouldn’t see why not.

 

[Shadowbech]

So the warranty covers the scratches under Apple care plus cause I called my store they says it’s covered I wouldn’t see why not.

No, the warranty does not cover any cosmetic damages (unless you can prove that the damage was there out of the box). Period. That also include AppleCare plus. If you have AppleCare plus you can use your incident and pay the fee to get it replaced. In OP's situation, I'm fairly certain that his damage wasn't covered, I'm sure OP was prepared but because they botched it during the repair and their fault, they opted to replace it with no cost at all and only thing that cost OP was his time.


Edit to Add: I had a similar situation as OP but different. My wife's phone is the 7 Plus, we decide to use the battery replacement program and pay the $29 bucks back in November 2018, before the program was ended end of December. Before the battery replacement, I made sure that the screen is okay, being that they have to open the device.

After the batter replacement, I noticed that the dust somehow managed to get inside the screen, and I let them know about it. Because it was not my phone but my wife's, they said that if she said it wasn't there, that we can bring the phone back and they will replace the screen at no cost. She confirmed that there was no dust before the battery replacement. So we proceeded to replace the screen. At the end when we tried to pick it up, they tried to charge us the OOW cost and I explained to them that it's in the case note that they need to write it off. Luckily it's one of the Apple staff I know (Manager) and explained to review the case note and she did agreed. She had to go into the back and get the Store manager for an approve for a write-off. So I did not had to pay anything for the repair. YMMV.

 

[Alexrat1996]

No, the warranty does not cover any cosmetic damages (unless you can prove that the damage was there out of the box). Period. That also include AppleCare plus. If you have AppleCare plus you can use your incident and pay the fee to get it replaced. In OP's situation, I'm fairly certain that his damage wasn't covered, I'm sure OP was prepared but because they botched it during the repair and their fault, they opted to replace it with no cost at all and only thing that cost OP was his time.


Edit to Add: I had a similar situation as OP but different. My wife's phone is the 7 Plus, we decide to use the battery replacement program and pay the $29 bucks back in November 2018, before the program was ended end of December. Before the battery replacement, I made sure that the screen is okay, being that they have to open the device.

After the batter replacement, I noticed that the dust somehow managed to get inside the screen, and I let them know about it. Because it was not my phone but my wife's, they said that if she said it wasn't there, that we can bring the phone back and they will replace the screen at no cost. She confirmed that there was no dust before the battery replacement. So we proceeded to replace the screen. At the end when we tried to pick it up, they tried to charge us the OOW cost and I explained to them that it's in the case note that they need to write it off. Luckily it's one of the Apple staff I know (Manager) and explained to review the case note and she did agreed. She had to go into the back and get the Store manager for an approve for a write-off. So I did not had to pay anything for the repair. YMMV.

I have apple care plus so I would pay 35 bucks to get the scratch screen replaced then ?

they won’t have an issue right cause I’m going to pay for the repair ?