Liquid damage sensor MISSING??

Question

Liquid damage sensor MISSING??

I just returned from the apple store after attempting to get warranty servicing done (dust particles were underneath the screen), and they told me that the liquid damage sensor (LSI) near the dock connector was MISSING so the phone must have been tampered with. They also said it is impossible for the sensor to be damaged such that is it not visible, nor it is possible that the iphone was defectively made without it (which I find questionable). Therefore, they declined to service the phone under warranty. The liquid damage sensor by the headphone dock was fine and shows no water damage, but they denied me because the one by the dock connector is apparently missing or not visible.

I purchased the phone new from the AT&T store, and I have NOT EVER opened the phone but was unable to convince them otherwise. I will say that they did not accuse ME of tampering with the phone, but that it is their policy not to service the phone in this scenario because the phone must have been disassembled and tampered with at some point (but who else are they accusing of tampering with the phone but its one and only owner?). Now, my phone is tagged as "out of warranty," and I'm apparently screwed. Dust underneath the screen isn't a huge issue, but I'm still miffed that my phone is out of warranty now for something completely out of my control. It's not like I dropped the phone in some water or anything and am now requesting a new one under warranty.

Does anyone have any advice?

iphone 3g, iPhone OS 3.0

Posted on Jun 24, 2009 11:23 AM

Reply

Answer 1

Jun 24, 2009 11:38 AM in response to Community User

I'm hearing a lot of problems with this water damage stuff. I was told I had water damage and never exposed my phone to water or moisture. The folks at the apple store treated me the same way as if I dropped my phone in the toilet.

Reply

Answer 2

Jun 24, 2009 12:19 PM in response to Apple Head Kid

I hear but they didn't even allege that my phone had water damage. They admitted that there were no signs of water damage. Instead, they alleged that I disassembled the phone and removed the water sensor. It seems a bit ridiculous and disingenuous of them. If I were adept enough to disassemble my phone and tinker with it, wouldn't I have just replaced that water sensor with a new one while doing it?

Reply

Answer 3

Faethor

Level 1

100 points

Jun 24, 2009 12:26 PM in response to Community User

Their remit is probably one of suspicion from the offset. Do not believe the customer when he says that his phone is not working. The allege that you took it apart and then re-assembled it is a little too far I think. I hope you asked to see the manager of the store.

Reply

Answer 4

Jun 24, 2009 12:27 PM in response to Faethor

I spoke to the manager, the head "genius" (picture me doing air quotes with my hands), who all held fast. No avail. They said I could try apple "customer relations."

Reply

Answer 5

Jun 24, 2009 12:28 PM in response to Community User

The people at the genius bar said that they have seen this once and the guy admitted to disassembling his phone because there were other signs of disassembly. I don't see how that is enough to convict me and void my warranty.

Reply

Answer 6

Faethor

Level 1

100 points

Jun 24, 2009 12:36 PM in response to Community User

I think that they should be able to prove that you took the phone apart. If they cannot then I would do as they suggest and lodge a formal complain with customer services. Did you get the name of the manager at the store? Make sure you keep records of this information as it may come handy at a later stage.

Reply

Answer 7

Jun 24, 2009 12:42 PM in response to Faethor

Where can I lodge a "formal" complaint? What is informal about taking it into the store? Do you mean write apple a letter or something? Even if they refuse to fix the dust particles underneath the screen, I at least want my warranty reinstated because I HAVE DONE NOTHING WRONG.

Reply

Answer 8

Faethor

Level 1

100 points

Jun 24, 2009 12:53 PM in response to Community User

You said above that they said you should contact "customer relations". If that is who they suggested then try calling them, explain clearly what the call is regarding and explain that you believe you were treated unfairly in the store in question.

Reply

Answer 9

Jun 24, 2009 1:04 PM in response to Community User

Don't give up with customer support yet. My son's iPhone had issues that led me to make a call to applecare. They sent out a replacement immediately, but then tried to bill me $200 when they received my son's phone in the replacement mail. They claimed it showed "water damage". It took me nearly an hour and maybe three or four layers of support staff before I was connected with a "customer relations" supervisor who, while he said it was "probable" that the phone had been exposed to water, it was "possible" that the sensor had been tripped before I had picked it up from the AT&T store. They didn't bill me for anything. I consider myself lucky that I was able to make a convincing case. So, don't let the first (or second or third) person you talk to at Apple turn you down. Good luck!

Reply