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Hardware issue caused Geniuses to say " we can't help, get a new phone"

My iphone X face ID and camera ( front and rear) have suddenly stopped working, I talked to apple support and went through all the steps he could assist with then he made me a genius appointment so they could get a better look and help me with my issue. Cool right? WRONG.


I went to the store expecting to pay a repair fee or them to click a few things and figure it out but instead i was told there was nothing they could do to help me since my phone is 6 weeks out of warranty and that i'd have to get a new phone for $549. I have a perfect iphoneX no scratches or cracks that is almost paid off and the only help they could offer was "you'll need to get a new device" SERIOUSLY? After calling apple support again, clearing everything off my phone and setting it up as a new device it's been confirmed that it's a hardware issue. So even though i did nothing wrong i'm still going to have to replace my iphone out of pocket just so i can have one with a working camera.


great customer service.

iPhone X

Posted on Aug 3, 2019 5:17 PM

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Question marked as Best answer

You are outside the warranty period.

They offered you a device for a reduced price.

Sounds like they gave you great service.

Posted on Aug 3, 2019 5:21 PM

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5 replies

Aug 3, 2019 5:24 PM in response to larenzipie

$549 is the price for an out of warranty replacement. You do NOT have a "perfect" phone. It doesn't work correctly. That's not perfect.


Just like if the engine in your car dies, but the body and paintwork are "perfect" you do not have a "perfect" car.


If you're unhappy with the solution they offered you, you're welcome to buy a new phone at full price instead, either from Apple or someone else.

Hardware issue caused Geniuses to say " we can't help, get a new phone"

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