Previous 1 2 Next 17 Replies Latest reply: Jun 1, 2014 12:16 PM by colderamstel Branched to a new discussion.
skyelaitano Level 1 (0 points)

Hello everybody! Yesterday I purchased my new iPhone 5S and alas, it has the scan lines / vertical interlacing syndrome. I took it to an apple store and the geniuses refused to swap the device, what do I do?

iPhone 5s, iOS 7.0.2
  • killhippie Level 3 (765 points)

    If you are not happy return it for refund. Then order another if you want. If you are not happy and Apple won't exchange your phone get yiur money back it's that simple, although maybe not what you want to hear.

  • bootareen Level 1 (10 points)

    Return the item and rebuy it.


    Don't go to the Genius Bar if possible. The geniuses most likely won't see the issue or won't acknowledge it as a problem. There is no guarantee the replacement units are better (I went through 6-7 units from the Apple Store) and they will not replace the phone for this issue more than twice because if they do replace it, it's out of good will and not because Apple acknowledges it's a problem.


    You have to hope your interlaced phone has another hardware issue because if they see your phone has been replaced for "interlaced screen, [genius] was not able to see problem", the next genius will see the notes and not replace your phone if it's for the interlace problem again. One you get an Apple Store replacement you waive the right to return the product for a full refund. At least with a refund, you can rebuy/refund as many times until you get a normal phone.

  • skyelaitano Level 1 (0 points)

    I ended up at the genius bar and they did exactly what you just told me, the new replacement one still had the interlacing issue but it was much better than the previous one. One thing that I noticed is that every 5S that I have seen has this issue, and when using the test image (the one with black and white lines for every pixel) every phone flickered. It is sad that apple went with even cheaper screens than the iPhone 5. I will miss my 4S.

  • teach5 Level 1 (100 points)

    I made the mistake and went to an appointment today. They laughed at me. No help. They finally brought out another one and let me check out the grey screen with lines page and it flickered like mine. Looked at the serial number and it was from the same factory as my current one. (Foxconn) I felt like a fool and walked out with my current phone still, because there wasn't anything else to do. The person who helped me tried out the image on her 5s, but it didn't do it and her serial number was not Foxconn. Foxconn phones start with a DN I found out. So, I guess I am stuck with a lemon of a phone. Don't know what to do anymore. Will it lead to other issues?

  • Autumn li Level 1 (0 points)

    Same problem. Disappointed...

  • BCat007 Level 1 (0 points)

    All 5s are made by Foxconn, from 3 plant: chengdu,shenzhen,and zhengzhou in China. SN start with D is made from chengdu plant, F from zhengzhou plant, C from Shenzhen which is the best one. So if you wanna perfect iPhone, you should find one start with C.

  • alsablo Level 1 (20 points)

    Ok, so I have vertical lines running across the screen when I turn on the camera. From what people are saying here it seems that people are saying there is nothing you can do. Is this happening on all iPhone 5s, or just some?

    If it's just some phones I can't believe that the phone wouldn't be replaced.

    Half the reason I buy Apple products is quality and customer service, is it really the case that this is not seen as a problem. And with the slightest screen problem on my iMac they always replaced it without a fuss.

    It's a 5s purchased on contract from Docomo in Japan.

    Does anyone have any advice as to the best course of action?

  • Dee87Cee Level 1 (0 points)

    It's happening to mine also, my first iphone was perfect however the screen was loose in manufacturing so Apple replaced it, this one has interlacing issues... It's soooooo annoying!


    I might give a genius a try here in AUS and see how it goes... Given the phone costs $1000 you wouldn't expect it to have a poor screen....

  • servnhim Level 1 (0 points)

    I am now on my replacement iphone 5s.  Within a few minutes of using the device, I have 4 crash reports.  Additionally, when I ask siri to make a call, 4 white, vertical line appear as it places the call. 


    Also, the replacement phone rattles (the power button and camera).  My first phone was solid.  Not impressed.


    Now doing a restore from iTunes.  We will see.  I am probably going to get a refund.


    I am not out 40 bucks due to this issues. Had to replace my Spigen Tempered Glass screen protector.

  • sherifhanna Level 1 (0 points)

    Also posted on this thread:


    Went to the Apple Store the other day, but the tech was adamant she could not see the issue, and that the phone is "working to spec" and therefore will not be replaced.


    I took closeup pictures of my screen and posted them here:






    I just want Apple to acknowledge the problem. They should care about this. If they truly desire to bring the best products to market, if their approach is to "paint the insides of the bookshelves that nobody sees" (from Steve Jobs' biography), then they should be listening to us, the "perectionists", when we point out problems like this.


    Just because the tech in the store can't see doesn't mean that I don't. I see it all the time, and it's degrading my experience with my iPhone 5s.

  • scastelo Level 1 (0 points)

    As I said on the other thread, I recently went through 5 different iPhones 5s (64GB) in Spain.


    1st and 2nd ones didn't have any lines or flicker (they had other issues: glass defects on the first and dust inside the display on the second)


    3rd, 4th and 5th all had warmer displays with very noticeable vertical lines and flickering when viewing this image:


    Apparently all screens meet the same quality standards and there is nothing they could do about it, so I ended up getting a refund.



    Here is a video that shows it (please watch in 720 or 1080p, the effect is very clear over blue and gray colors)

  • skyelaitano Level 1 (0 points)

    Hi everybody.


    It is important to let apple know about the quality of these new screens, after replacing 3 iPhones I was lucky enough to receive a normal one. My sister recently received her gold iphone by the mail and guess what? Same issue. The postings with the video and the images are great examples. Most stores do not acknowledge the problem or they just label it as "normal". If I am paying for a premium product, I should expect premium quality.


    P.S. For people trying to figure out what to do if you have one of these screens, contact apple support and let them know, it seems that the phone support somewhat aknwoledges this issue and will try to work it out for you. Let Apple know!

  • gotommy Level 1 (0 points)

    I'm going to second the "solution" suggested above.


    The "geniuses" at the Genius Bar will not see what you're talking about, and when they wander off to get a "2nd opinion" you will be shocked to find they return with the first opinion confirmed. They'll run some diagnostics and claim the phone is "performing to specs" and that you are the first person to ever "claim" to have this issue. The genius may or may not refer to this documented, widespread, observable phenomenon as an "optical illusion."


    So - don't waste your time with the Genius Bar for this issue.


    If you're in the return window, just take it back and tell them you want to exchange it for a new one. If they won't exchange it, just return it and buy the same phone 30 seconds later.


    I honestly can't tell you whether or not the techs who looked at my phone had ever heard of this or not. It's entirely possible these guys can't see the problem, and possible further that they personally have yet to encouter it. When I suggested they search the Apple support discussions for "iphone 5s scan lines" so they could see for themselves that this is a real thing, he said they have their own support documents they search and there's nothing in them about the issue. Could be that they are instructed not to acknowledge this problem exists.


    Rest are not crazy.

  • potpot41 Level 1 (0 points)

    Hi! Bought my iphone 5s 1 month ago and todag while editing photos it turned into vertical lines, flickers, no images and did not work at all.unfortunately I bought my phone from the gray market since I was running after for facetime which is not available in uae iphone produce-market and ofcourse there's no warranty. I was told that it's LCD issue and they would replace the u think this will solve the issue??? The LCD cost me roughly $110.

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