Broken Home Button - Retailer refusing warranty due to small dent near headphone jack

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Level 1

8 points

Broken Home Button - Retailer refusing warranty due to small dent near headphone jack

Hi all,

I just got back from the retailer (in Denmark) who sold me my iPhone 5.

My home button stopped working and it's within the 1 year warranty period, so I assumed they'd take care of it... WRONG!

There is a small dent on the corner (please see pic below,) near the headphone jack, where I dropped the phone. The guy at the retailer (not an official Apple store, but still a large cell phone carrier) told me that this wouldn't be covered because the home button is near the area of the dent and therefore it's invalid.

1) Is this reasonable?

2) Is there anything I can do about it?

3) There are no official Apple Stores here in Denmark, but there are in Sweden (not very far from where I live.) Would taking it there make any difference?

Thanks.

iPhone 5, iOS 7.0.4

Posted on Jan 22, 2014 4:39 AM

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Answer 1

Best reply

Limnos

Level 10

411,175 points

Jan 22, 2014 5:01 AM in response to Rakesh S

You could try taking it to a different place and see if they have a different reaction. Unfortunately if there is other accidental damage that they think may cause the issue you are trying to get covered they can use it to not cover by warranty which doesn't include accidents. It is their call even if it seems unreasonable to you. What we say on this forum about the dent really doesn't matter since they are the ones making the decision, and your only hope is somebody else may think it didn't affect the button.

About taking it to Sweden I am not sure. I don't think the warranty on iOS devices is international (it is on computers) and you have to take it to a service place in the country of purchase. "Apple may restrict warranty service for iPhone and iPad to the country where Apple or its Authorized Distributors originally sold the device." - http://www.apple.com/legal/warranty/products/iphone-english.html Of course they say "may" which meams they might accept it, or might not.

You don't say what the problem is with the button. Here's links I have collected in the past:

fix for Home button - https://discussions.apple.com/thread/1969583 - in particular note risks of invalidating any warranty or Apple willing to look at it even out of warranty if you attempt repairs yourself

Fix a broken, unresponsive or sticky iPhone Home Button - http://nealbo.hubpages.com/hub/Fix-a-broken-unresponsive-or-sticky-iPhone-Home-B utton

http://snapguide.com/guides/calibrate-your-home-button/

Home Button not Working? Using your iPod touch or iPhone without the Home Button - https://discussions.apple.com/docs/DOC-3401

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Answer 2

Rakesh S Author

Level 1

8 points

Jan 22, 2014 5:13 AM in response to Limnos

Thanks for the info. I just wanted to gage peoples opinions as to whether or not the retailer's refusal was reasonable (or not.)

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Answer 3

Rakesh S Author

Level 1

8 points

Jan 23, 2014 2:32 PM in response to Rakesh S

Quick update guys. I went to the Apple store in Sweden.

Basically, they said that the bump on the corned actually makes the removal and repositioning of the screen very difficult. They said that the bump had actually pushed the screen up, and that if they opened up the phone, there was a good chance that the glass would come away from the digitiser, meaning that the screen would have to be replaced too. I reminded them that on some occasions, when a screen has a single crack, it still falls within the warranty, but they said that "could be due to excessive tension during manufacture." 😮

Before we really started talking, I also told one of the geniuses about my poor battery life, and after running a little diagnostic, he confirmed that was faulty too.

Essentially, 2 separate geniuses confirmed that the warranty was voided, and the manager of the store said the same thing. This whole discussion lasted about an hour and a half, and I was pretty nice and courteous all the way through and just told them I felt "let down" as the iPhone, with it's faulty home button and bad battery was clearly not fit for when it was sold.

They all offered to replace the iPhone for SEK2229 (about $350) but I turned that down, flat.

Finally, the manager made me a good offer. He offered to replace my 32gb iPhone 5 for the same model, if I purchased a year's applecare for SEK650 (about $100.) This was the best I was going to get and I was happy with the deal, so I accepted. I figured the extra piece of mind with the Applecare made the deal worthwhile.

All round, a good (but long) experience.

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Answer 4

Limnos

Level 10

411,175 points

Jan 24, 2014 12:26 PM in response to Rakesh S

Thanks for the update!

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