iPhone 4 Power Button Stuck

I too am having this problem and am out of warranty. Since this seems to be a common problem, I encourage you to provide feedback to apple at http://www.apple.com/feedback/. This is the complaint that I filed, and I encourage more of you to do the same.

"To whom it may concern,

I recently had the power/standby/sleep button on my iPhone 4 (Verizon model) become stuck. As I purchased my phone in the initial release of iPhones in February of last year, my warranty is no longer in effect. I am extremely disappointed in how your company has handled the repair, or lack thereof, of this problem. The replacement cost (with a refurbished iPhone) quoted to me by both apple phone support and the apple store was $150. I find it completely absurd that you would be charging this much for me to fix a button that at most costs a couple of dollars.

Furthermore, I find it even more upsetting that I found that I am far from the only one with this problem. I direct your attention to the following thread on the apple support community:

https://discussions.apple.com/thread/2713539

You will see that there are 161 replies and well over 100,000 views. This leads me to believe that this is not rare occurrence. Although I realize this is a small percentage of the iPhones that you have sold, it is NOT insignificant.

I urge you to look into this matter soon to avoid more disgruntled customers.

Sincerely,

Thomas Kennedy"

Hopefully enough complaints might encourage apple to come up with an alternative solution.

I, too, have this issue. The button started to fail occasionally, with the feel of the power button (the sleep/wake button on top of the iPhone) getting mushy. Now, there is no spring-action - no resistance. Just sits there.

The phone is a little over a year old, so the button should not be failing. If it was 5-years-old, then maybe. THIS IS A DESIGN FLAW.

Meanwhile, I use the Assistive Touch to 'sleep' it, and even to turn it off (just hold the on-screen button, like you would the physical button). To power it on, just connect it to the computer or charger.

Some iPhone repair places will do the fix for $60, rather than Apple's $150, but we should all write Apple and let them know of our displeasure. http://www.apple.com/feedback/iphone.html

(If you're technically savvy, and your phone is OUT OF WARRANTY, you can also try this: http://www.youtube.com/watch?v=DRt4Zjbx6n4 )

So Apple is doing a replacement program for this but only for iPhone 5 (https://ssl.apple.com/support/iphone5-sleepwakebutton/), which is a total sham because EVERY person I know who had/has, including myself, an iPhone 4 experienced this same problem. And seeing that there is almost 1.4 million views on this thread I'm guessing this is a wide-spread issue that Apple has known about for some time.

Other than this obvious manufacturing defect my iPhone 4 works great, so there's no need on my end to buy a new model. I would like to see Apple own up to this and extend the program to include iPhone 4.

I just experienced the same problem with my iPhone 4S. The power/lock/sleep/wake button is stuck. I have spoken to someone at the Apple Store and Chatted with online support. They both told me that it will cost $199 to replace my phone. I explained to them that this is a well documented problem but Torrence (the chat supervisor) told me that I was seeing the issue reported by fewer than 1% of users so it's not a valid concern. I also explained to them that there had been fraudulent activity on my Apple repair account because it shows that my iPhone had been replaced to someone in Brazil, but I had no knowledge of that. The chat supervisor abruptly ended the discussion and did not address the issue.

I am extremely disappointed with the lack of concern and repair options other than paying $199 to replace an iPhone that is not worth $199. I'm also extremely disappointed by how the Chat supervisor handled the situation without addressing all of the concerns and by abruptly ending the discussion.

I'm moving on. I've been a loyal Apple customer since the original iPhone, but today I'm buying my first Android phone and I cannot recommend to anyone that they purchase an iPhone in the future. I'm tired of being expected to pay for repairs that are known flaws in their hardware.

Copy of Chat follows... you'll notice that I was very polite and patient throughout the process.

Thanks for contacting AppleCare chat support. My name is Dusti. Please give me a moment to look over your information.

Hi Leif! I am delighted to be assisting you today! Before we get started I just wanted to make sure you have your case number 628371729 for future reference.

How is your day going so far?

I'm good

I am glad to hear! Now I do show your iPhone is currently out of the support period, but if you give me a little bit of information about what is going on, I will be happy to help in any way I can!

the lock/power button seems to be stuck. It only works if I press on it very hard.

Just to make sure I understand exactly what is going on, when you try to use the Sleep/Wake button on your iPhone, it doesn’t seem to respond unless you apply a lot of pressure?

yes

everything else about the phone is in excellent condition

The lock button is definitely something we want to make sure is working properly, that way you can always put your iPhone to sleep when you need to!

I just have a couple of question to see if we can narrow down if this is a hardware issue that may require repair. Is that ok?

sure

Awesome!

When you press on the button with normal pressure, does it feel like the button moves at all?

no

Ok, but when you apply more pressure, does it seem to move at all?

no

Ok, it definitely seems like we will want to set you up for someone to take a look at the iPhone. It sounds like we may need to repair that Sleep/Wake button for you.

If I could have your Zip Code, that way I can see which options we have for you where you are located please Leif.

77493

Now it does look like the closest Apple Retail Store we have to you is in Houston.

yes, at Memorial City

Right!

We can set up an appointment for you at that location, and they can take a look and see if they would be able to repair that button for you. Now with the iPhone being past the warranty period there may be a charge for the repair. Though they won’t charge you to take a look at the iPhone and quote you a price for the repair.

We can also set up for a mail in repair. Which option do you think would work best for you?

i tried calling already, and they said it would cost $199 to replace my phone. This is not acceptable because this is a widely known problem with the sleep/wake button.

https://discussions.apple.com/thread/2713539?start=585&tstart=0

https://discussions.apple.com/thread/2713539?answerId=20894783022#20894783022

and... the iPhone 5 had a replacement/repair program

for that same problem

I understand Leif, give me just a moment to check over some options here for us.

thank you!

You are very welcome! I am still checking here to see what options we have, I appreciate your time!

no problem

Just wanted to let you know I am still here!

ok thanks 🙂

Leif, I have Torrance on the chat here with us, who is my Senior Advisor.

ok

They would like to speak with you further, is it ok if I transfer the chat?

sure

Great! You have a good day!

You are now being connected to another Advisor. Please standby.

Now Chatting with Torrance

Thanks for contacting AppleCare chat support. How can I help you?

thank you, you've been very helpful

my lock/power button is stuck and only works if I apply a lot of pressure

Hello Leif .. my name is Torrance and I’m a Sr. Advisor here at Apple.. i see that you are having issue with the sleep wake button on the iPhone 4s

yes

I also se that you have gone to the Apple retail store and you asked for a device on the device due to the iPhone 5 replacement program and the Store advised that this isnt possible is that correct?

I called the Apple Store and they said that it would cost $199 to replace my phone because the button is not something they repair

It is a well known issue that this button becomes defective - https://discussions.apple.com/thread/2713539?answerId=20894783022#20894783022

or is defective - https://discussions.apple.com/thread/2713539?start=585&tstart=0

Leif.. the reason they have told you it would cost 199.00 is because you are currently out of warranty ..the sleep wake button program is for the iPhone 5 and even with that certain guidelines apply.. your iPhone is a 4s which doesn’t qualify it for this program..therefore you would need a warranty to cover the repair for free..which at this time you don’t have..im sorry the 199.00 is the correct option for service or replacement of the iPhone 4s ..

it's unfortunate that Apple will not stand behind it's devices and recognize that the problem exists with a design flaw

Leif I’m sorry you fell that way considering we have honored our warranty on this device once already..

*feel

The 199.00 option is away to get you taken care of again..if you’d like to take this option we’d be more than happy to help you get the issue rectified..

I'm not alone on this. I would better understand if it was an isolated incident. But if you look at the support communities, there are many people that have experienced the same issue.

the phone is not with $199

worth

I’m can understand you statement .. but if you really look at the amount of iPhones we put out the percentages that you are seeing on the support communities aren’t even 1 percent.. look i know this is frustrating for you.. but we give all our customer a path for service or replacement when they have a problem with there device. We give you a fee 1 year warranty and we give you the option to purchase the apple care plus or apple care standard.. which would add another year of warranty to the year we give for free.. Doesn’t look like you purchase the apple care plus.. we have already shown that we will do what we can to fix a issue under warranty when we replaced this device for you once before.. not that the device is out of warranty we will follow our standard policy and we will give you the option of service or replacement at 199.00 for this model iPhone..this is standard and we aren’t being unfair in any way.. i know it not what you want and that can be frustrating but the is the option..im sorry ..

you have just brought up another issue, I actually haven't ever had my device replaced

I was checking my account and I saw that there was a replacement on my account, but it went to Brazil. There is definitely something not right with the system.

My iPhone 4S is in excellent condition other than the defective sleep/wake button.

and to follow along with your less than 1% argument, it seems to reason that it wouldn't cost Apple very much to correct this issue.

I’m sorry we wont be repairing the device without the 199.00 its out of warranty..so since i have given you the options available.. i can schedule a trip to the Apple store for this repair or i can give you a case number and the phone support number is 800-694-7466 and the case number is 628371729..if you decide you’d like to schedule the repair we will be available to do so.. you have a tremendous day..

so you're ending the conversation without addressing the fradulent iPhone replacement?

Your chat session has ended. Thanks for using Apple's chat support

Oooookey, I want to post the outcome of my Genius bar appointment.

The problem was with a jammed on/off button in my 9 months old iPhone 4S.

1. They replaced my phone with a new one (for free).
   
2. This was not that new iphone you find in the original box with all the accessories. No. The guy took the phone from a small white box (no pictures on the cover, no accessories, just a phone inside). I assume they already have a collection of iPhones specifically for replacements, not for sale. Maybe it was a refurbished one. But practically the phone itself was new.
   
3. When they inserted the SIM card, the guy told me NOT to turn in ON during first 20 min otherwise the phone would have been locked to the sim operator! My phone was unlocked. Interesting, eh?
   
4. The warranty - 90 days starting on the day when the phone was replaced. It is going a little bit over my original warranty. But when I checked my warranty status, it showed my original waranty. Why? I do not really understand.

I also have a virtually inoperable power button on an iPhone 4S (occurred 4-7 months ago, about 15-18 months into my 24 month contract that now has 2 months left). To use the power button features, I had to apply hard pressure to the button using a hard object like a screw driver (a finger is too soft). I usually have to wiggle the pressure point until the phone responded (not easy).

I am now using the work-around (although I should not need to use a work around):

One time set-up:

one time set up: settings - general - accessibility - assistive touch-on

To turn off display:

touch the new hot spot - device - lock screen

To shut down:

touch the new hot spot - device - lock screen (continue to hold your finger on lock screen touch spot until shutdown option is displayed)

To turn it back on:

plug the phone in using the charger and it will turn itself back on in a few seconds

Questions:

1. 1. Has anyone here tried the "do it yourself" approach to replace the power button flex cable? How did it work out for you?
2. 2. Does anyone know if the iPhone 5S has the same defective part, or if Apple fixed the defect in the 5S?
3. 3. Has anyone replaced a power button defective iPhone when ordering a new phone, and tried using the Verizon Wireless old phone return program for a credit? If so did you get the maximum available credit or a lower amount?

Thanks friends! Good luck to everyone!

shadowbeast wrote:
As far as this being a "common problem".... No. I have an iPhone 4 and have no problems with mine.

If you haven't dropped it or damaged it, you may be entitled to warranty service. Check with your local apple store to see if you are eligible.