Q: Apple denies iPhone 5 battery replacement

As many other iPhone 5 users I had a lot of problems with the battery…
The percentage drops i.e. from 27% to 1%, the phone switching off at 20% etc.
So I was happy that Apple finally detected the battery problem on the iPhone 5 model.

After checking my serial number on the Apple Support webpage my phone was eligible for the iPhone 5 Battery replacement program.

However, today I had an appointment at the Genius Bar in Wallisellen Switzerland.

At the App Store I was told that due a small dent on my phone they are unable to replace my battery (see picture).

They offered to replace the whole item for CHF 269.- (appx. USD 250.-) which I was not ready to pay for.

Sorry Apple, if you deliver a defective iPhone you should be a bit more fair in such cases.
Sure, I can understand you cannot fulfill all customer requirements.

But if such a small dent is the reason why you cannot replace a defective item then we should maybe stop buying your devices.It is your original battery which is damaged and we have paid for. Therefore you should view a little bit more through the eyes of your customers.

iPhone 5

Posted on Sep 1, 2014 6:56 AM

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Q: Apple denies iPhone 5 battery replacement

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Page 1

by ckuan,

ckuan Sep 1, 2014 7:03 AM in response to buni86
Level 7 (34,308 points)

Sep 1, 2014 7:03 AM in response to buni86

Sorry, user damages is never under warranty which is your case.
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by wegras,

wegras Sep 1, 2014 7:03 AM in response to buni86
Level 6 (15,194 points)

Wireless

Sep 1, 2014 7:03 AM in response to buni86

The battery replacement scheme is a temporary extension of warranty for the affected iPhones
User damage ,yours has clearly been dropped , voids the Apple warranty since the iPhones are not designed to be dropped
You have no cover due to the damage
Apple will not replace the battery under the warranty
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by as_n_8s,

as_n_8s Sep 1, 2014 7:10 AM in response to wegras
Level 1 (0 points)

Sep 1, 2014 7:10 AM in response to wegras

Am I the only one, or one of many, who has taken their iPhone 5 in for the battery replacement program only to be told they can't do anything for you because of some moisture damage and 3rd party parts installed in the phone. Now mind you that I took the phone to the same store that I purchased it from, have been in the possession of said phone since date of purchase and never had the phone opened by anyone. So, I wonder, how can 3rd party parts get in there?
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by ckuan,

ckuan Sep 1, 2014 7:20 AM in response to as_n_8s
Level 7 (34,308 points)

Sep 1, 2014 7:20 AM in response to as_n_8s

Who knows.
As for water damages the iPhone have sensors in there:
iPhone and iPod: Liquid damage is not covered by warranty
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by wegras,

wegras Sep 1, 2014 7:21 AM in response to as_n_8s
Level 6 (15,194 points)

Wireless

Sep 1, 2014 7:21 AM in response to as_n_8s

Answer to that is simple
only you can explain .
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by as_n_8s,

as_n_8s Sep 1, 2014 7:29 AM in response to wegras
Level 1 (0 points)

Sep 1, 2014 7:29 AM in response to wegras

Like I said, no one has been in the phone for any reason whatsoever, when they opened it last Friday to replace the battery was the first time it has ever been apart. I can't explain the moisture thing either, unless humidity got int it somehow.
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by buni86,

buni86 Sep 1, 2014 7:31 AM in response to ckuan
Level 1 (0 points)

Sep 1, 2014 7:31 AM in response to ckuan

Sorry but in my opinion Apple did the mistake when delivering a defective item.
I don't want to have a new phone, only a battery which works as it should.
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by Meg St._Clair,

Meg St._Clair Sep 1, 2014 7:33 AM in response to as_n_8s
Level 9 (59,559 points)

iPhone

Sep 1, 2014 7:33 AM in response to as_n_8s

as_n_8s wrote:

Like I said, no one has been in the phone for any reason whatsoever, when they opened it last Friday to replace the battery was the first time it has ever been apart. I can't explain the moisture thing either, unless humidity got int it somehow.

Humidity, within the operating specs of the iPhone does not trigger the liquid damage indicators. But it doesn't have to have been submerged. It could have gotten splashed with liquid, set in a puddle of liquid on a counter, been in a bag next to a cold bottle covered in condensation.
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by as_n_8s,

as_n_8s Sep 1, 2014 7:33 AM in response to buni86
Level 1 (0 points)

Sep 1, 2014 7:33 AM in response to buni86

Amen! That all I want,too!
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by wegras,

wegras Sep 1, 2014 7:34 AM in response to buni86
Level 6 (15,194 points)

Wireless

Sep 1, 2014 7:34 AM in response to buni86

Why are you telling us this
It is of no interest here this is a Technical support user Community
If you have a Technical question please ask it, if not this is not a forum for complaints

http://www.apple.com/contact/
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by buni86,

buni86 Sep 1, 2014 7:38 AM in response to wegras
Level 1 (0 points)

Sep 1, 2014 7:38 AM in response to wegras

When you buy a new car and the supplier delivered a wrong/defective engine they also cannot tell you that they are unable to replace the engine because of a small dent on the cowl...not?
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by buni86,

buni86 Sep 1, 2014 7:42 AM in response to wegras
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Sep 1, 2014 7:42 AM in response to wegras

If your are not interested please don't reply instead of teaching people...
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by notcloudy,

notcloudy Sep 1, 2014 7:46 AM in response to buni86
Level 4 (1,200 points)

Desktops

Sep 1, 2014 7:46 AM in response to buni86

If your phone has not been opened and it has 3rd party parts than it could be a manufacturing issue at APPLE supplier using cheaper parts - and moisture inside can happen at point of manufacture.

Apple Support would be best place to start asking for Answers - stress its never been opened - except in the store.
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by as_n_8s,

as_n_8s Sep 1, 2014 7:52 AM in response to notcloudy
Level 1 (0 points)

Sep 1, 2014 7:52 AM in response to notcloudy

Never been opened till then. Thanks! I'll try to see if I can reach them by phone.
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