iPhone 5 sleep/wake button not working

Just left the apple store and they are NOT giving you a new phone. They are trying to make you jump through so many hoops and hurdles so will will just live with it.

Mine is at the repair center right now.

@mpetka You are correct. They are not giving you a new phone. They are servicing the one you have. Read the website.

Carry-in

• Bring your iPhone 5 to a participating provider - Apple Retail Store or Apple Authorized Service Provider.
• Your iPhone will be examined to verify eligibility, and then sent to the local Apple Repair Center.
• You will be notified when your iPhone is ready for pickup.

@kahmunh Check the website. If your serial number says it's eligible, then you should be good to go.

How nice of them. After all it IS the customers fault

Agreed. In shock that they are not outright replacing a faulty device that was rushed out of the factory before it was ready. Ive had issues with new MacBook Air, Airport Extreme tower, iPad software upgrade and now THIS. Ive talked to several unyielding supervisors who are following "policy" when Ive asked for a replacement rather than be without a phone for 4-5 days. Who can do biz without a phone? I cant. Apple quality and ethos is gone.

It does say that if required stores will provide a loaner while the phone is being fixed.

They said they will provide a loaner only if one is available. Even if there is one available it is only available in store via a Genius Bar. This requires time out of my day (or my assistant) to make the exchange and then again when it's fixed. It also requires repeating the restore and download processes. Essentially, a nuisance for defective equipment. If the issue was just my device, then I accept that "stuff" happens. But as this is more global, it's just bad business and not very "Mac like." Mac was synonmyous with quality and consistently blew us fans away. This type of decision inplemented to handle a manufacturing mistake is low quality in every way. Apologies for the rant, but the Apple star has fallen for me.

I'll tell you what's B.S. about this whole "campaign" is the fact that "iphone5 has to be in working order before it's considered a replacement". How absurd is that? So I walk into a participating store (apple store) and I tell them my initial problem. They run this test that tells them that my battery is failing. They tell me in order for my phone to fall under this campaign, that I need to replace my battery first. So I tell them to go ahead and do it because I need my phone fixed. Then they say that since my phone is out of the factory warranty, I have to pay for the replacement, which is $80 bucks! So I got no choice, I tell them just do it. They take my info. and I walk around the mall in the mean time. They finally get a hold of me and tell me that when they opened it up, they noticed the moisture blots (mechanisms that turn red when water or moisture hits it) has changed color. They go on to say that my phone is no longer eligible for the sleep/power button replacement. Now, tell me people, how crazy is this??? I mean, it's obvious that the button is MECHANICALLY broken, nothing to do with the battery being bad or the moisture buttons have bled!?!?! Thanks a lot apple!

Even though i don't like it either, it makes sense not to repair your button if the device has liquid damage. They are required to give warranty for the replaced part. How can they give warranty if the integrity of the iphone is compromised with water? The buttons only work right if the rest of the device qorks right... Yeah it is unfortunate for you but i don't see any faulty behaviour on the part of the apple store :|

Same problem with me. I live in Indonesia. No Apple store located here, iPhone can be fixed by cellular operators. Funny that I ask the cellular operators they cannot do servicing. So they ask me to go to distributors which have warranty support. I went there. Again they rejected me because I have an exipred warranty and they have not acknowledge about the sleep/wake button replacement program. Then I called AASPs which in Apple website they join participating with the program, again none of them will accept my iphone because the agreement between AASPs in Indonesia with Apple that they cannot conduct the iphone service. They can only fix iPod, iPad and Mac Products.

I'm hopeless.... Where do I go...? Really need help....

I've sent mine for repair last week. Received a call yesterday stating they could not repair the issue because they were not able to open the phone (bent corner).

I'm tempted to escalate further as the phone is in full working order minus the the sleep/wake button?!??!

I'm certain if this was an out-warranty repair, they would have no issue in repairing the problem.

Should I send it back to have it fixed a 2nd time or am I wasting my time?

FIX IT YOURSELF FOR $5!!!!

Ok, so I bought a new home button cable on ebay. $5, oem apple. It's one cable that has the volume buttons and sleep/wake buttons, all--in-one cable. You can install it yourself with instructions on youtube or ifixit.com. I've had my phone apart once before, and this is what everyone should do, $5 and an hour of time.

The replacement program is a bit of a catch-22. You can't get the repair unless your iPhone 5 has an issue with the sleep/wake button, but your iPhone has to have the issue within 2 years of when it was purchased. My iPhone just started having the issue, and it's been 2 years and 3 months since I bought it, so I'm faced with an expensive repair for something other people get for free. The Genius Bar said I could call Apple Support and plead for an exception, but I have to pay for the support call with no guarantee the call won't be in vain. I think as far as Apple is concerned, after 2 years you should be buying a new phone instead of bothering them about this defect, which is unfortunate if you just want to keep using the phone you already have.

If you look back on the original thread, the problem with iPhone 5 sleep/wake button has surfaced in November 2012. This means that a sizable number of iPhone 5 have a manufacturing defect. But Apple is only opening up the replacement program to phones manufactured from March 2013. This doesn't make sense. If you are selling something faulty, you should replace the faulty goods no matter when it was purchased/ manufactured. Apple might say that it doesn't replace iPhone 5 before March 2013 as the defect might be due to wear and tear (if you consider a few more months will result in a greater incidence of wear and tear?) etc. But if an issue is already identified and verified at the beginning (in this case the manufacturing defect) why is responsibility not taken to replace iPhone 5 manufactured just a few more months earlier? Customers don't want to take advantage of apple, the replacement of the sleep/wake button is not a replacement to a brand new phone. This thread has been viewed thousands of times, I'm sure many people out there are facing the same issue with apple but not voicing out because it doesn't change anything. Apple, please show your customers that you value our feedback and opinion and revisit your replacement policy to provide fairness to your customers. Nobody likes buying faulty goods.

I Have the same problem ,, what can i do ,, will i go to apple store to replace it ?

Rac8 wrote:

If you look back on the original thread, the problem with iPhone 5 sleep/wake button has surfaced in November 2012. This means that a sizable number of iPhone 5 have a manufacturing defect. But Apple is only opening up the replacement program to phones manufactured from March 2013. This doesn't make sense. If you are selling something faulty, you should replace the faulty goods no matter when it was purchased/ manufactured. Apple might say that it doesn't replace iPhone 5 before March 2013 as the defect might be due to wear and tear (if you consider a few more months will result in a greater incidence of wear and tear?) etc. But if an issue is already identified and verified at the beginning (in this case the manufacturing defect) why is responsibility not taken to replace iPhone 5 manufactured just a few more months earlier? Customers don't want to take advantage of apple, the replacement of the sleep/wake button is not a replacement to a brand new phone. This thread has been viewed thousands of times, I'm sure many people out there are facing the same issue with apple but not voicing out because it doesn't change anything. Apple, please show your customers that you value our feedback and opinion and revisit your replacement policy to provide fairness to your customers. Nobody likes buying faulty goods.

Because the iPhone 5 units that had the identified defect were localized to a specific time frame of production runs. Other reports of a similar problem were found to be not from manufacturing defect, but from unintentional abuse by the user.

Hypothetical Example:

MagicBox 2000 is a product I manufacture, and I manufacture 10,000 units per month.

Production run 001 (January 2014) has had 1 reported problem. (Determined to be not a defect, but user error. Offered out-of-warranty service option)

Production run 002 (February 2014) has had 2 reported problems. (One actual defective unit: Replaced with confirmed good unit. Second was user error: Offered out-of-warranty service option)

Production run 003 (March 2014) has had 50 reported problems. (Two were use error: Offered out-of-warranty service option. The remaining 48 were a manufacturing defect (volume button sticks). Replaced all with confirmed good unit. Began investigation.)

Production run 004 (April 2014) has had 1 reported problem. (Actual defective unit: Replaced with confirmed good unit)

So, on any MagicBox 2000 manufactured in March 2014, I'm going to issue a blanket warranty extension. Normally it has a one-year warranty. However, I'm going to add two years to that warranty, specific to the defect in question (volume button).

How is this unfair? Why should I extend the warranty for units manufactured outside of production run 003? No excessive issues were identified in those runs. So, normal warranty should be sufficient.

Also, you seem to be directing a comment towards Apple. Apple doesn't review this forum for feedback. Had you read the terms of service, you'd be aware of this. Please use www.apple.com/feedback instead.