Apple denies iPhone 5 battery replacement

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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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Answer 1

ckuan

Level 10

120,932 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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Answer 2

wegras

Level 6

15,311 points

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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Answer 3

as_n_8s

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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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Answer 4

ckuan

Level 10

120,932 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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Answer 5

wegras

Level 6

15,311 points

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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Answer 6

as_n_8s

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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Answer 7

buni86 Author

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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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Answer 8

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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Answer 9

as_n_8s

Level 1

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

Amen! That all I want,too!

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Answer 10

wegras

Level 6

15,311 points

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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Answer 11

buni86 Author

Level 1

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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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Answer 12

buni86 Author

Level 1

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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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Answer 13

notcloudy

Level 4

1,258 points

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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