User profile for user: Thomas Gaynor1
Thomas Gaynor1 Author
User level: Level 1
66 points

iPhone X touch screen not working

My new 256GB T-Mobile Spay Gray iPhone X has a non responsive touch screen. After initial boot up, I could not swipe up to begin setup. After numerous resets using volume up, volume down and then holding side button, I was able to use touch screen and start setup process. I then had numerous issues during setup (slowness, iCloud backup restore failure, freezing). Did an erase and reset up via Reset in Preferences > General and everything seemed to start working normally. After about 6 hours, the touch screen stopped working again. Have not been able to use phone again even after a erase and restore in iTunes.


Local Apple stores have no stock for replacement, AppleCare wants to put a $1150 hold on my credit card to ship an advanced replacement or have me send this one back and wait a few weeks for a replacement. None of these are good options si Co I already traded in my iPhone 7.


Anyone else having touch screen issues or is mine a one off lemon?

iPhone X, iOS 11.1

Posted on Nov 4, 2017 11:23 AM

Reply
Question marked as Top-ranking reply
User profile for user: Peera
Peera
User level: Level 1
10 points

Posted on Nov 17, 2017 12:39 PM

Hey, that may not be true. From what I've seen (I had mine replaced):


1. The store (I bought mine online and went to the one closest to me) should be able to help you find and reserve a new one. I brought my phone in and showed them it didn't work in order to get authorized for a replacement. Although they did not have an exact same phone in stock, they were able to locate and reserve a replacement for me at another store in LA. I only had to drive 20 miles to that store and gave my name to the check-in person (the one with an iPad out front). I waited for 5 minutes before somebody came to me with a new phone to exchange. They can do this, and maybe you need to insist that they help you. It's a new phone - It's their responsibility to give you a product that works!


2. I believe replacements are in a different packaging from what one would get if they were to buy a new one. The box they brought to me was a plain white, small, flat cardboard box that only fit a phone and no other accessories. Definitely not retail packaging. They're just lazy and brushing you off if they tell you that you need to proceed as if you were getting a new phone. You do not deserve this!

View in context
190 replies

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

iPhone X touch screen not working

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.
Learn more Sign up