User profile for user: jeffreyblumenfeld
jeffreyblumenfeld Author
User level: Level 1
0 points

dead spots on touch screen

After less than a month of use, and my usual OCD high degree of care of my iPhone, the bottom one-half inch of the screen (with the phone vertical) stopped responding to touch. This means no access to critical functions: in keyboard mode, no space bar, "123" etc; in SMS no access to new text box; in iPod, no access to volume control. Spoke to Genius Bar in two stores, both of whom suggested the usual litany of remedies I had already tried (soft reset, hard reset, full "restore", etc). Of course, none worked. No hint of any topic like this on Apple's support site. Finally had to take 2.5 hours off from work to make the "first" (ie 10 am) Genius Bar appointment. No one there had slightest clue about cause of problem, and all said they had never heard of this. Finally decided (which I had known for 3 days by then) it was a hardware problem, had to send the phone back (that was first 45 minutes). "Rented" me a loaner -- *I have to pay >$30 to "rent" a loaner while they fix a hardware defect?!?!?!?!* -- which of course then took another 20-30 minutes to fully "restore" to my settings (which, in case you run into this, does not actually include "all" your settings). Probably the most "un-Apple-like experience I've had in 20+ years as a Mac fanatic, including running one of the only "all-Mac" law firms in the country.

MacBook Pro, Mac OS X (10.4.10), long time Mac user

Posted on Aug 10, 2007 8:21 AM

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38 replies
User profile for user: PTBoater
PTBoater
User level: Level 4
2,857 points

Aug 10, 2007 8:29 AM in response to jeffreyblumenfeld

I can certainly understand your frustration. I have not heard of any other cellphone or PDA manufacturer that gives out free loaners while their equipment is being replaced. Although I have certainly heard about this practice in BMW and Mercedes dealerships, the cellphone/PDA industry is a little different.

I am surprised they had never heard of the problem, which probably means they have never visited this forum. 😀 I have read many posts regarding this problem, and if a reset/restore doesnt do the trick, it has always required repair or replacement.

Its the same with a Treo or a Motorola Q or a Blackberry. It is not reasonable to expect the manufacturer (Palm, Motorola, etc) to provide free loaners. The cost for this "free" service would inevitably have to be passed on to all buyers. I have a cheapy GSM phone in a drawer I use to stick my SIM card in when I don't want to use my iPhone, or in the event I have to send it in for repair. Having that alternative is my responsibility, not Apple's.

Now that I think of it, Palm doesnt even rent loaners. I would have been stuck with NOTHING had my Treo required service. At least Apple gives me a better choice.

That's another spin on it. 😀
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User profile for user: 4n6doc
4n6doc
User level: Level 4
2,323 points

Aug 10, 2007 8:38 AM in response to jeffreyblumenfeld

1. You were able to make an appointment to deal with people face to face (instead of having to call tech support, wait in queue, then speak to someone with a thick accent that you may or may not have an easy time understanding because they are located halfway around the world).

2. They examined your phone and determined that they couldn't fix it and that it needed to be sent in for repair (instead of pretending that nothing was wrong and forcing you to make multiple trips before coming to the same conclusion).

3. They provided you with the option of renting a loaner phone (instead of just telling you that you were crap out of luck and had to deal with no cell phone for the next however many days it took to get the repair...by the way, if you didn't want to pay for the loaner you could have just taken the SIM out of your phone and stuck it in any GSM phone and used it for phone service).

I'm sorry. I sympathize that your phone needs to be serviced...it happens, but of course it's frustrating when it happens to you.

Frankly, I think that you got very Apple-like service.
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User profile for user: AstroMacMan
AstroMacMan
User level: Level 2
372 points

Aug 10, 2007 9:51 AM in response to 4n6doc

OTOH, when I had warranty coverage on my Palms, they nicely sent me a replacement unit FIRST along with the return mailer for my defective unit. Sure, we went through a credit card charge/removal for that once the old unit was returned, but it meant no down time w/o any unit at all--and no cost at all.

Say, also, car dealerships will provide free loaner cars for the day!

And, yes, what Apple's doing is better than just snubbing the customer, or leaving them w/o any service, but you'd think they could be even more forthcoming especially given how so many depend on the cell phone in their daily lives and business. In fact, you'd think that the stores could certify the unit was bad and provide a replacement right then and there! No $29, no waiting for a replacement/repair, just diagnose it and then replace it!

Message was edited by: AstroMacMan
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User profile for user: MobileDev
MobileDev
User level: Level 3
565 points

Aug 10, 2007 9:53 AM in response to jeffreyblumenfeld

Unlike some condescending replies, I actually do fully sympathize with you, because this is not a normal cell phone sales situation.

First off, Apple set up things so that they deal with the problems, not AT&T. That part is generally good, especially with the ease with which direct replacements have been made... at least during the first 14 days.

However, unlike most cell manufacturers, Apple decided that they deserved the subsidy payments that the consumer often gets. From all reports, it seems that not only do they get a bounty of $200 per sale, but $3-9 per month. This is money that normally goes in your pocket, not the cell manufacturer's.

So those talking about "passing on costs", need to consider the above. You're already paying Apple an extra $270 - $415 over two years (above and beyond their profit on the device itself)... plenty to cover replacements, loaners, even limo service to/from the store 🙂
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User profile for user: PTBoater
PTBoater
User level: Level 4
2,857 points

Aug 10, 2007 10:00 AM in response to MobileDev

How much money Apple makes or doesnt make is irrelevant. You do not know what the development and marketing costs are for the iPhone, so saying any amount is "plenty" is presumptuous.

The question is whether it is unreasonable for a cellphone manufacturer to expect reimbursement for a loaner phone.

The question should be - how many cellphone manufacturers loan phones?

Apple is entitled to make as much money as possible from every iPhone sale. They are not required to give out free loaners, and they have very clearly outlined their support policy on the matter. So it is up to the consumer whether they accept these terms when they buy the iPhone. As far as cellphone manufacturer business terms go, they are quite reasonable.
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User profile for user: MattiMattMatt
MattiMattMatt
User level: Level 4
2,432 points

Aug 10, 2007 11:00 AM in response to jambandbrian

"Is your touchscreen a series 5 screen or a series 7 screen?" What does this mean??


The iPhone allows you to determine if your screen is from one of two sources. One screen id begins with 5, the other with 7. Because the iPhone provides a window into the id of this one component, some users have become obsessed with it. In threads comparing the two versions, some users say they prefer one, others that they prefer the other, and others saying they cannot tell a difference.

The guy who is asking if your screen is a 5 or a 7 series is suggesting that one may be responsible for dead spots. there is zero evidence of that. The problem could have nothing to do with the physical screen, could effect a subset of all screens, or could effect a subset of only one.

I would guess that the cause of the problem is more likely under-the-hood than with the hood, but fortunately that doesn't matter! Using an iPhone doesn't require me to become acquainted with the technological wizardry that makes it happen. No need to become an armchair engineer. All the user should care about is if it works or doesn't. Apple takes care of the rest.

If your iPhone doesn't work, by all means get it fixed or replaced!
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User profile for user: MattiMattMatt
MattiMattMatt
User level: Level 4
2,432 points

Aug 10, 2007 11:13 AM in response to jeffreyblumenfeld

I have to pay >$30 to "rent" a loaner while they fix a hardware defect?!?!?!?! -- which of course then took another 20-30 minutes to fully "restore" to my settings (which, in case you run into this, does not actually include "all" your settings). Probably the most "un-Apple-like experience I've had in 20+ years as a Mac fanatic, including running one of the only "all-Mac" law firms in the country.


Odd! First, I would imagine your advocacy skills are better than average. 🙂 You should have asked them to waive the loaner fee: others have reported successfully waived loaner fees for this problem. Second, your problem might have been better solved in less time over the phone. Nonetheless, having made the trip to the bar, it's a shame it went south.
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User profile for user: SFC @rcher
SFC @rcher
User level: Level 2
403 points

Aug 10, 2007 11:31 AM in response to AstroMacMan

Sorry to spoil your party...but Apple does the same thing!!!
They SENT me the Loaner phone FIRST, allowed me to swap out the card and sync to the loaner phone...Provided ALL of the SHIPPING boxes/labels and postage...even the tape and packageing so that I could FEDEX it OVERNIGHT and had a NEW phone back in less then 48 HOURS...Now to me THATS SERVICE!!! Palm did no such thing with my TREO 650 and I was without a phone for over a week while they played their games.
Ohhh...and...my $29 loaner fee was WAIVED!
DONT knock it unless you've used it!!!

Good Luck!

Message was edited by: SFC @rcher
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User profile for user: jeffreyblumenfeld
jeffreyblumenfeld Author
User level: Level 1
0 points

Aug 12, 2007 8:29 AM in response to MattiMattMatt

Yeah, but it's a hardware defect, and I suspect one Apple knows about but hasn't quite brought itself to admit. My phone shipped out from the store on the 8th, received by Apple on the 9th, and the replacement shipped out same day. Hence, recognized hardware defect for which no "repair" was possible. Therefore, it would be much more efficient and cheaper for Apple to authorize the stores to replace once Genius Bar verifies the problem. But that would mean more public admission of the defect. Without that admission by Apple, my local store also told me they had no authority to waive the loaner fee. When I went back yesterday, they told me they couldn't waive the fee once they had charged it (I won't go into the tautology of that reasoning), but they did issue me a $30 credit on future Apple purchase as customer accommodation. Total of my time invested in this project, including syncing loaner and then syncing replacement phone, trips to store, etc = approx 6 hours.
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dead spots on touch screen

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