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

38 replies

Aug 12, 2007 8:32 AM in response to damnyooneek

Interesting. Mine developed in <3 weeks.

Aug 12, 2007 8:36 AM in response to PTBoater

I don't dispute Apple's right to have the policy. The issue is whether it is a wise policy. And further, whether it makes for better business to have a different policy for a know hardware defect than for a random problem. Finally, the "loaner problem" would be entirely eliminated if Apple simply authorized the Genius Bar to replace on the spot for an irreparable hardware defect, as they do for irreparable defects on computers, iPods, etc. (Not to mention that it would be cheaper and more efficient for Apple as well.)

Aug 12, 2007 8:36 AM in response to jeffreyblumenfeld

But it's still worth it, no?

Aug 12, 2007 8:38 AM in response to pflau

Mine begins with a "7", as does the replacement

Aug 12, 2007 8:41 AM in response to SFC @rcher

I agree. All of that was done extremely well. But there are still two issues. (1)With a known hardware defect, it is more efficient and less expensive for both Apple and the user if the replacement is made in the store (as it is for irreparable hardware problems with computers and iPods under warranty or AppleCare), and (2) whether it is a wise/good business policy -- assuming they do not adopt the approach just described -- to charge for the "loaner" when dealing with a known hardware defect.

Aug 12, 2007 8:46 AM in response to 4n6doc

I don't disagree that there were worse alternatives Apple did not pursue. I don't dispute that Apple is "entitled" to do what it did, just whether it is wise, good business, or "Apple-like". And of course I pay extra for ProCare so that I have that level of service. And of course, the product was less than 3 weeks old. But if you read my other responses in this thread, your reply omits to account for several other factors: (1) this is a known hardware defect, (2) it is more efficient and less expensive for both Apple and the user for the Genius Bar to simply replace the iPhone as they do for computers and iPods with irreparable hardware problems, and (3) charging for a loaner (which would be unnecessary under the alternative just described) when facing a known hardware defect is different from when a random user has a random problem

Aug 12, 2007 8:48 AM in response to AstroMacMan

Love the thing to death. Show it off at every opportunity (including ones I invent) to all my friends. Wouldn't part with it for anything. But fanatical customer devotion to a brand should be (and usually is, with Apple) reciprocated with fanatical support from the brand.

4n6doc

Level 4

2,333 points

Aug 12, 2007 8:59 AM in response to jeffreyblumenfeld

The argument about whether or not it's good business is a moot one. It's apparent that the spectre of a nominal fee for loaner phone rental is not chasing away prospective buyers, and once they are in the position of needing a loaner most of them will just cough up the $30. "Having the customer right where you want them" is a stanchion of capitalism, like it or hate it. As much as we might feel all cuddly about our personal relationship with Apple, they are in the business to make money.

Hence, it is important to be a smart consumer. One thing worth noting is that for just about the same amount of money as a single loaner fee, you can buy an AT&T-branded or unlocked GSM phone that the iPhone SIM can be put into for all kinds of occasions, such as when the iPhone is malfunctioning and needs to go in for repair, or when you're going to the beach and don't want to risk getting sand and water all over it.

Aug 12, 2007 12:31 PM in response to jeffreyblumenfeld

Yeah, but it's a hardware defect, and I suspect one Apple knows about but hasn't quite brought itself to admit.

That's a bit broad. I think that some parts of Apple know about it, but it has yet to trickle down to the local geniuii.

Finally, the "loaner problem" would be entirely eliminated if Apple simply authorized the Genius Bar to replace on the spot for an irreparable hardware defect, as they do for irreparable defects on computers, iPods, etc. (Not to mention that it would be cheaper and more efficient for Apple as well.)

You make a number of sensible suggestions in this thread, and ones that should be implemented. Why not forward them to the appropriate people?

zpkoah

Level 1

5 points

Aug 12, 2007 10:52 PM in response to jeffreyblumenfeld

I had this exact same issue in the exact same area on my phone. I went to the apple store today, and they swapped my old one for a brand new one straight out of the box. No questions asked! I almost gave the guy a hug because I was expecting to send it out for repair, and I thought I'd have to pay the fee for a loaner. I am quite happy with apple customer service.

hrglas

Level 1

0 points

Aug 13, 2007 6:55 AM in response to jeffreyblumenfeld

Okay, so just this morning as i'm driving to work my screen goes dead in the exact same spots that everyone is talking about. after playing with it for a while, i find that its the same thing with any application that needs the lower portion of the screen....its not just the keyboard (the onscreen volume bar for the ipod is dead too)!

I found this in another thread similar to this

*From Engadget*

*It doesn't appear to be particularly widespread, but according to a couple threads on Apple's support forums and elsewhere, a small number of iPhones are suddenly getting "dead spots" on their touchscreens -- mostly along the bottom, but occasionally affecting the entire surface. Apple is apparently being extremely proactive in dealing with the issue, calling customers who've posted in their forums and arranging replacements -- the company can't let anything tarnish the image of The Most Important Device Ever, after all. All of our iPhones are still working great (even after some casual hacking) -- anyone else have this problem?*

* http://www.engadget.com/2007/08/09/apple-quietly-handling-iphone-touchscreen-iss ues/*

i'll be contacting them today. hopefully all goes well.

at some point they have to admit that the product is flawed. not very good business practice to hide the truth....thats like saying we are ALL stupid, and are imagining the problem!

Message was edited by: hrglas

Message was edited by: hrglas

hrglas

Level 1

0 points

Aug 13, 2007 7:48 AM in response to jeffreyblumenfeld

I'm also curious to know how many people have been called by apple. i have seen in a different thread here and on 3rd party sites, that apple has been calling customers that are experiencing this problem.

Aug 13, 2007 9:42 AM in response to hrglas

i would love for apple to call me but i can't answer my phone if they do because the slider won't work to unlock my phone so i can pick up my calls!!!!! very frustrating!

hrglas

Level 1

0 points

Aug 13, 2007 10:31 AM in response to k2b2mommy

just came back from my local apple store. didnt get a new phone, but i did get a loaner to use while my phone is being sent in for service...customer service was cool about it too!

apple still needs to come clean on this. it may be a small handful now, but this problem may grow, and damage control might be a little harder once the consumer realizes they kept hush-hush!!!

Aug 14, 2007 8:36 AM in response to hrglas

i went to apple store too and they gave me a loaner phone for free. they were great/apologetic and said they were aware of the problem.

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dead spots on touch screen