You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Hdm0 Author

Level 1

51 points

iPhone 7+ home "button" cracked!!

So, earlier this week I went to unlock my phone by using the home sensor and it wouldn't work. A message popped up and said my I'd touch wasn't working and my assistive touch button was on the screen. So I pressed on it to see if it would work (I was hoping guys) and it cracked. Now obviously there is no way I could have pressed down hard enough to crack it. I have never dropped it. I have a case on it that lips over the front in case of a face drop. Lastly, only the home button getting cracked and there being no other physical damage seems a little far fetched for a dropped phone ( which I have never dropped). That all being said I went into apple today to explain and of course they do not cover it and it falls under accidental damage. $169 fee still under limited warranty. I'm not the first person this has happened to. I have read many people's stories about the same thing happening to them after what happend to me. I found it is actually a real thing that happens. Obviously it's a malfunction.. I was really disappointed that I couldn't fix the phone for a cheaper price or get a replacement. Anyone else have this issue?

iPhone 7 Plus, iOS 10.3.3

Posted on Sep 16, 2017 9:29 PM

Top-ranking reply

Hdm0 Author

Level 1

51 points

Posted on Sep 17, 2017 7:35 AM

I went to my closest Genius Bar yesterday. He told me what I said in my original post. That the glass needed to fixed but basically their is no way the button broke under my touch alone (which it did). It is still under limited warranty since I have only had it 7 months. $169. I didn't get offered a replacement only if their were other things wrong that were covered under limited warranty. It wouldn't be a big deal to pay the $169 if I knew I dropped it it was my fault but like I said I didn't drop it. I pushed the home sensor and it cracked.

View in context

73 replies

Mar 19, 2019 3:34 PM in response to infowill

Contact apple, i have had mine repaired under warranty.

People should lodge the issue especially if in the warranty period and the home button cracked while charging.

There is a real issue with this and the more people to report it will help everyone else.

Apr 27, 2019 10:42 AM in response to Hdm0

So aggravating my dad just got one last week iPhone 7 hasn’t dropped it barely touched it today the home button popped on the screen it’s in a defender otter box no damage whatsoever and it’s cracked I’ve always been a diehard Apple user but to not recall this with so many people who have this problem when after we paid direct for the phone we can’t afford another $169 or whatever it is to fix the home button and of course it’s blamed on damage which is totally not correct smh

May 5, 2019 10:44 AM in response to Savvy1211

Contacting Apple is a joke they blame everything on physical damage looking at these threads a lot of people had this issue but I guess blaming it on the consumer is the easiest way to get out of fixing a defect

May 5, 2019 10:49 AM in response to doutimi

It could barely be seen their is a small hairline crack towards the top of the button it no longer responds whatsoever and I guess apple could fix it for just about as much as the phone cost but with it being brand new I’m not giving them more $ for a known issue they should repair

May 5, 2019 11:00 AM in response to doutimi

I was on support with Apple doing troubleshooting on what could have possible caused the home button to stop responding on my dads phone number I removed it from the brand new packaging put it directly in the otter box defender case and put it back in the shipping box because the SIM card wasn’t working and we got the replacement SIM card I went to put it in and the home button had moved to the screen the box was never moved or dropped between initial setup and replacing the sim Apple support said is the home button cracked I said no we have never even got to use the phone I took the cover back off looked at the home button it was cracked they blamed it on physical damage I guess the answer to your question is yes as soon as it was found cracked it never worked the entire button than is defective. A brand new phone now junk in my opinion and apparently I’m not the only one who has Experienced this by far.

ardly

Level 1

4 points

Jun 5, 2019 7:10 AM in response to Hdm0

Exactly the same here. Iphone 8 Plus charging on bedside overnight and in the morning the home button was cracked. The phone has never been dropped. Took it to Apple Store today and they go by some cheat sheet that says "Multiple cracks to screen, home button etc" are not covered by warranty. There was an accompanying picture of a smashed iPhone. They said I had to pay for a new screen (£160). I said it clearly is a fault and escalated to a manager who was of no help. Practically called me a liar when he said it was impact damage eventhough I told him it had been sitting on my bedside table. Got it referred to their engineers but I know what they are going to come back with!!! I am just waiting for their response. I have to use the stupid soft home button and its driving me mad!! Apple have got to address this problem.

Sep 27, 2017 5:02 AM in response to Hdm0

Yes , same ( sh*t ) here i just pushed on the homebutton ( iphone 7 )and it cracked.

And indeed they say its not covered by the warranty.

Dec 10, 2017 10:12 PM in response to Hdm0

Yes me 2

Feb 25, 2018 9:52 AM in response to Hdm0

I have this issue RIGHT NOW. Wish me luck

Mar 20, 2018 11:19 PM in response to Hdm0

Why is this happening!!! This is the second phone I’ve had do this. I don’t use my phone more then anyone else, it’s not like I’m the hulk w/ my phone... There has to be a better fix!