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Level 1

42 points

iphone 7 home button crack

I have been using my new Iphone 7 for about 20 days, that night was using as usual as I do, there was no drop or crash or whatever happened, but the phone suddenly told me that "touch ID not associated with the phone".

I tried several time to use my touch ID to access the phone but was not working and even the home button itself not working either. I thought was somehow the setting problem so I lodged in my phone and try to set my home button...

at that time i just realized that there was some very tiny unnoticed crack on the home button!!!

I brought the phone to local carrier shop where I bought the phone from and was told they won't look after this matter, but they are happy to send the phone to factory for technical assessment and will decide whether the repairs will be under covered or not.

well, my question is what if apple came back to me and said "sorry, your phone is not covered, you have to pay the repairs unfortunately etc" and then why I have to pay for something that was not my fault but just some bad luck to get a phone like this?

are there anyone else having the same issues as I and can you share your experience with how you have to do with the issue?

do you think I should contact apple individually?

anyone could give any suggestions?

iPhone 7, iOS 10.1.1

Posted on Nov 10, 2016 3:25 PM

57 replies

Nov 28, 2016 6:17 PM in response to Miss 12

Hello, sorry for the late response. Had the exact same issue as you. i sent my iPhone in for repair, ( from the advice of an advisor) aand they fixed the issue free of charge, let know how your case goes

Tekniqu

Level 1

4 points

Nov 27, 2016 8:21 PM in response to Miss 12

Same thing but I've only had my phone for one day. I haven't even downloaded an app yet. This pretty disappointing.

Miss 12 Author

Level 1

42 points

Nov 28, 2016 6:25 PM in response to Miss 12

Hi all,

thanks very much for all your reply and suggestions 🙂

i have talked to Apple service support about the matter and they agreed to fix the phone for me without any charge.

I have now left my phone in authorized apple service centre and the staffs there told me that would take about 4 days to get everything sorted.

phew, I have been spending more than 15 days on this matter but finally got a happy ending.

I hope anyone whose phone has the same issues could be fixed by apple or the carriers or whoever should take the responsibility.

if your carrier or local shop didn't help you with the phone fix, please try to talk to apple directly.

my experience with apple support was quite delighted:)

Nov 29, 2016 1:46 AM in response to Miss 12

Hi Miss 12. Please advise how you contacted Apple support directly. I can't seem to find any email address or live chat. Can you maybe direct me to the person who you dealt with at Apple Support?

I've taken my phone to iStore SA, which is an authorized apple service centre. However they want me to pay for a replacement phone, even though there was no negligence form my side and the issue started after only 2 days of using the phone.

I've now been without a phone for more than a month.

Any other advise on how to escalate this issue, will be appreciated.

Miss 12 Author

Level 1

42 points

Nov 29, 2016 1:27 PM in response to RenskePTA

good morning PenskePTA,

I am so sorry to hear it.

I actually had the similar experience as you had. I went to the authorized service centre for help, but they told me the fault was not in the list of their warranty schedule, if i wish to get the phone repaired I will have to pay for a big amount to them. I refused this option and then they gave me a phone number and suggested me to talk to Apple support directly.

So you can try to ask your local authorized service centre to give you a phone number (as i trust they should have one). I can give you the Apple support contact number but it may not be helpful since we are in different countries as the number is a 0800 ----- free number which will be only covered for a specified area?

please try to request the number from your local authorized service centre?

i hope it helps:)

Nov 29, 2016 1:33 PM in response to RenskePTA

RenskePTA wrote:

Hi Miss 12. Please advise how you contacted Apple support directly.

Contacting Apple Support:

The "Contact us" link at the bottom of every page in this forum.
https://getsupport.apple.com
Apple phone contacts

Miss 12 Author

Level 1

42 points

Nov 29, 2016 2:48 PM in response to Lawrence Finch

I called them, the number is 0800 692 7753, not sure this number would be working in your area though.

Nov 29, 2016 2:49 PM in response to Miss 12

I posted a link to a list of all Apple contact numbers around the world.

Dec 17, 2016 10:53 PM in response to Miss 12

The same thing happened to me. I didn't drop the phone or anything! I put my phone on the charger and came back in my room and it was on the same spot I left it to it broken. This is a problem apple has to fix and I feel like after all the money we spent on this phone they should atleast fix this and recall them to put a stronger glass on the home screen. They didn't think about what would happen if it cracked.

Courcoul

Level 6

18,564 points

Dec 17, 2016 11:02 PM in response to Miss 12

Beware that you need to contact your country's Apple offices or representatives. There is no "Head Office" and iPhone warranties are country-specific, they are not international. If you purchased the device thru some shady dealer in a country not listed in Lawrence's links, that device is probably unsupported and you are in a bit of a pickle.

Dec 30, 2016 8:24 AM in response to Miss 12

I too had the exact same experience. I was using my phone as normal and while in my hand it suddenly stopped working. I looked closely and noticed that there was a crack on the home button which rendered it instantly useless! There was absolutely no dropping of the phone, nor had I dropped anything on top of it, I am super careful all the time. It literally broke under the pressure of my thumb. The crack then worsened on the initial advice of the Apple support team to press it to try and access 'Find My iPhone' so I could switch it off before sending back.

I have spent a long time talking to Apple about it who were helpful and am hoping to have it fixed and back next week. It was very frustrating having to justify hard why I think it should be covered - I have only had it a few weeks and absolutely did not drop or break it. However, I do appreciate they have fraudsters trying to claim things all the time and have to do the appropriate checks.

Fingers crossed I have it back soon.