Apple addressing dead spots on iPhone touchscreens
A small number of iPhone users are receiving help from Apple after reporting that their handsets have permanently lost responsiveness to touch input across portions of the screen.
Customers posting to Apple's support forums (1, 2, 3) note the issue occurs without warning and usually affects a half-inch strip of the screen that spans the width of the device when held vertically.
Members of the AppleInsider and MacRumors forums have also spawned threads on the matter. They explain that the dead strips usually appear a half-inch from the top or bottom of the iPhone's display, often disabling access to critical controls or shifting the touch input to the wrong region.
"The bottom of my screen lost sensitivity after only about 20 days of use," explained one user seeking help via Apple's support forums. "First the very bottom of the screen went out so I could not hit the space-bar on the keyboard, or change to the number/character screen. Then it got worse a few days later, now I cannot hit any of the main function buttons."
The problem appears to be irreparable via software or resets. Applying the 1.0.1 update doesn't remedy the issue, according to reports, and neither does resetting or restoring the phone to factory condition. Cleaning the phone using Apple's recommended water-only method or a specialized cleaner likewise produces no practical results. In some cases, touch functionality has been briefly restored for users only to drop out again a short while later.
Most known instances have required direct replacements from Apple, whose technical support agents have commented to customers that they are "very familiar" with the touchscreen failures. While the company has yet to publicly acknowledge the issue, it's taking a proactive role in replacing the defective units with few if any questions asked. In some cases, Apple support agents are have even bypassed their usual protocol for replacements.
One customer who had been voicing complaints on the Apple support forums was surprised to find the company was quietly monitoring his activity.
"Today I am in awe of Apple Support," he wrote. "This may not be true for everyone, but [I] got an unsolicited call at my office from Apple Support on this issue and they were helpful and we put together a return on the phone. "
Other affected owners have taken their iPhones to local Apple stores, where after a brief inspection, Apple Store Geniuses have routinely recommended that the handsets be sent into Apple for a 3-day repair. Apple offers customers a $29 iPhone rental in the meantime, though one customer speaking directly with AppleInsider observed that he successfully negotiated a waiver of the fee during his repair process.
The unresponsive screens represent the second known hardware anomaly affecting the Apple handset since its release in late June, with the other being a disproportionately high number of AC adapter failures that prevented some of the devices from charging through their external power bricks.
Customers posting to Apple's support forums (1, 2, 3) note the issue occurs without warning and usually affects a half-inch strip of the screen that spans the width of the device when held vertically.
Members of the AppleInsider and MacRumors forums have also spawned threads on the matter. They explain that the dead strips usually appear a half-inch from the top or bottom of the iPhone's display, often disabling access to critical controls or shifting the touch input to the wrong region.
"The bottom of my screen lost sensitivity after only about 20 days of use," explained one user seeking help via Apple's support forums. "First the very bottom of the screen went out so I could not hit the space-bar on the keyboard, or change to the number/character screen. Then it got worse a few days later, now I cannot hit any of the main function buttons."
The problem appears to be irreparable via software or resets. Applying the 1.0.1 update doesn't remedy the issue, according to reports, and neither does resetting or restoring the phone to factory condition. Cleaning the phone using Apple's recommended water-only method or a specialized cleaner likewise produces no practical results. In some cases, touch functionality has been briefly restored for users only to drop out again a short while later.
Most known instances have required direct replacements from Apple, whose technical support agents have commented to customers that they are "very familiar" with the touchscreen failures. While the company has yet to publicly acknowledge the issue, it's taking a proactive role in replacing the defective units with few if any questions asked. In some cases, Apple support agents are have even bypassed their usual protocol for replacements.
One customer who had been voicing complaints on the Apple support forums was surprised to find the company was quietly monitoring his activity.
"Today I am in awe of Apple Support," he wrote. "This may not be true for everyone, but [I] got an unsolicited call at my office from Apple Support on this issue and they were helpful and we put together a return on the phone. "
Other affected owners have taken their iPhones to local Apple stores, where after a brief inspection, Apple Store Geniuses have routinely recommended that the handsets be sent into Apple for a 3-day repair. Apple offers customers a $29 iPhone rental in the meantime, though one customer speaking directly with AppleInsider observed that he successfully negotiated a waiver of the fee during his repair process.
The unresponsive screens represent the second known hardware anomaly affecting the Apple handset since its release in late June, with the other being a disproportionately high number of AC adapter failures that prevented some of the devices from charging through their external power bricks.
Comments
I am, however, impressed with how this played out. They went through some basic tests, and then sorted it out.
Well, Apple Store employees can use those to alleviate customer concerns about not having a user-replaceable battery: "Sir, the battery is the least of your concerns. Chances are the touch screen will die long before the battery does. Now how would like to pay for your iPhone?"
They removed the threads in the discussion forums, typically that means it's a common issue they recognize as a problem. Gonna be real bad if it's widespread.
"Today I am in awe of Apple Support," he wrote. "This may not be true for everyone, but [I] got an unsolicited call at my office from Apple Support on this issue and they were helpful and we put together a return on the phone. "
"...Unfortunately, when they called, I was unable to answer, since my iphone's touch screen does not work along the strip where the "Answer" button is displayed. So I've still got an issue."
...yeah i know it said they called him at his office. i don't care, i thought it was entertaining.
My iPhone is doing the same thing. Problem is the Genius said it was normal. At first they said it wa sbecause of the hard plastic case, which I hate So I removed it and the problem still was present. Then they said it was because I had large fingers and was missing the space. I had to explain that it worked fone for the first month. Plus I asked them to try it. They reluctantly tried and could not gte it to work.
They took it in the back, and came back in 20 minutes and said it did not qualify for any replacement. I would send it in for repair but i MAY be charged for the repair and would have to pay for a loaner phone. I declined the loaner and said Iwould swap the Sim to my old ATT phone, and the Genius got very upset by this. He said I could not do this and he would not send my phone in if I swapped the sim card.
Long story short - I gave them my phone, minus Sim card, promised I would not place it in my other phone, did not get the loaner and sent it off.
The manager came by, and I explained the situation and he was sympathetic but stated Apple told them this week to stop replacing phones and to ship them off for repair.
So hopefully they will fix it and I will have it back friday.
"...Unfortunately, when they called, I was unable to answer, since my iphone's touch screen does not work along the strip where the "Answer" button is displayed. So I've still got an issue."
...yeah i know it said they called him at his office. i don't care, i thought it was entertaining.
I went to the Apple store at the Bridgewater NJ mall.
They took it in the back, and came back in 20 minutes and said it did not qualify for any replacement. I would send it in for repair but i MAY be charged for the repair and would have to pay for a loaner phone.
So hopefully they will fix it and I will have it back friday.
At this point, you should just smile and say you are off down the road to see your solicitor about starting a class-action lawsuit, unless of course they want to reconsider.
This sounds potentially very serious. If the durability is this poor, what are they going to be like in a few years time? - ouch! I wouldn't even want a replacement, I would prefer my money back given the thought that if this is a fundamental problem with the touchscreens it is going to be a very expensive and nasty experience when it happens again out of warranty.
If this hits the mainline as a problem, their stock is so done-for. Hate to see Apple run into problems. It's a lot of waisted energy
I went to the Apple store at the Bridgewater NJ mall.
My iPhone is doing the same thing. Problem is the Genius said it was normal. At first they said it wa sbecause of the hard plastic case, which I hate So I removed it and the problem still was present. Then they said it was because I had large fingers and was missing the space. I had to explain that it worked fone for the first month. Plus I asked them to try it. They reluctantly tried and could not gte it to work.
They took it in the back, and came back in 20 minutes and said it did not qualify for any replacement. I would send it in for repair but i MAY be charged for the repair and would have to pay for a loaner phone. I declined the loaner and said Iwould swap the Sim to my old ATT phone, and the Genius got very upset by this. He said I could not do this and he would not send my phone in if I swapped the sim card.
Long story short - I gave them my phone, minus Sim card, promised I would not place it in my other phone, did not get the loaner and sent it off.
I think the guy was full of it if that's really what he said. What would you do for phone calls during the time period?
The manager came by, and I explained the situation and he was sympathetic but stated Apple told them this week to stop replacing phones and to ship them off for repair.
So hopefully they will fix it and I will have it back friday.
If this is all true then I just don't understand it. I don't expect average quality service for a premium product.
What scares me is I have had my iPhone replaced already for a flaw in the chrome and they said the new warranty is still from the date of my first phone. I hate that. Palm did that. I told them, "Oh marvelous, so you can keep supplying me junk replacements until that one year warranty runs out on the first junk I bought........"
It's too easy to abuse a policy that extends the warranty every time the device is replaced.
If you have to replace it three times, then you might qualify for action under a lemon law, depending on your state laws.
Apple is, once again, dropping the ball on getting in front of some of these issues that can quickly spiral downwards to become PR disasters (a la options backdating -- which, btw, we have not heard the last of). At a minimum, they should say something about what proportion of users are affected by such hardware problems as dead touchscreens, faulty AC adapters, and such.
I agree with JeffDM's comment about premium products and average-quality service: That is unacceptable.
If you'd like to read check it out....
http://forums.appleinsider.com/showthread.php?t=77407
I declined the loaner and said Iwould swap the Sim to my old ATT phone, and the Genius got very upset by this. He said I could not do this and he would not send my phone in if I swapped the sim card.
If that scenario is true, the genius you talked to is a jackass. It's acknowledged that your SIM card will work in another AT&T phone, and he has no reason to get upset at the notion. Hopefully you got his name, because you should e-mail the store manager and complain.
iPhone users are receiving help from Apple after reporting that their handsets have permanently lost responsiveness to touch input across portions of the screen.
This totally sucks. Imagine the impact on sales when iPhone is launched in Europe, bad news travels fast. I so want to short AAPL right now, but I just can't bring myself to do it....yet!
If that scenario is true, the genius you talked to is a jackass. It's acknowledged that your SIM card will work in another AT&T phone, and he has no reason to get upset at the notion. Hopefully you got his name, because you should e-mail the store manager and complain.
I would email customer service at Apple's headquarters. The manager will probably back up their direct employee.
To Apple's credit, a replacement iPhone delivered to me at 9:15 Saturday morning, just 3 days later. But I was extremely disappointed that after just 3 weeks, a $600 phone wasn't replaced when returned, and even more so that I believe the replacement is a refurbished product. It came with an additional wrap around it, started up to a different screen than a new phone, and has a scratch on the back. Plus photos taken with the new phone have a ghastly green tint, unlike the phone I returned.
I'm pleased to have a replacement so quickly. I'm angered that a 3 week old $600 phone appears to have been replaced with one that was somebody else's problem.
I'm pleased to have a replacement so quickly. I'm angered that a 3 week old $600 phone appears to have been replaced with one that was somebody else's problem.
Rightly so. Why don't you make an attempt to take this one back as well, and try to explain the situtation to them? Or you can just wait in case the screen on this one also 'dies' as the screen on your first one
This sounds potentially very serious. If the durability is this poor, what are they going to be like in a few years time? - ouch! I wouldn't even want a replacement, I would prefer my money back given the thought that if this is a fundamental problem with the touchscreens it is going to be a very expensive and nasty experience when it happens again out of warranty.
We don't know if it means this at all. There were bound to be some types of defects that happened. Apple will learn from this and adjust its manufacturing to minimize the problem. Please name me the electronics company who is able to ship 100% defect free devices.
Apple is, once again, dropping the ball on getting in front of some of these issues that can quickly spiral downwards to become PR disasters. At a minimum, they should say something about what proportion of users are affected by such hardware problems as dead touchscreens, faulty AC adapters, and such.
At this point Apple probably does not know how many touch screen or AC adaptors will fail. If its a very small number in proportion to the number of iPhone users there is little need to make a big announcement about it. Just replace the defective devices and keep it moving.
Does Dell make a big announcement on the number of its computer failures?