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

Top-ranking reply

Peera

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!

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190 replies

liv0123

Level 4

2,883 points

Dec 16, 2017 10:10 PM in response to sillybunni007

Sounds like that Apple tech support team may actually help people....Yep, I see "how it goes" 😉🤗

Have had great experiences when I call in. Thus, why I often recommend others to do so

Dec 21, 2017 7:09 AM in response to Thomas Gaynor1

By now, there have been patches to fix touch issues with iPhone X in cold weather. If you still haven’t fixed the problem, I would reccomend doing an update through iTunes.

Zahaby

Level 1

22 points

Jan 7, 2018 6:03 PM in response to Thomas Gaynor1

Please try this solution, it’s working for me

https://youtu.be/ZsJOqfhlvz0

Feb 16, 2018 11:57 PM in response to mandeepfromliberty

I got a replacement. They gave me a new iPhone X.

Feb 20, 2018 10:53 AM in response to Thomas Gaynor1

Turn off touch accommodations under General- accessibility- touch accommodations . Keep it off and it works like magic

Nov 4, 2017 12:00 PM in response to Thomas Gaynor1

You have to buy an another iPhone X (iPhone X - Apple (UK))

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Nov 5, 2017 1:29 AM in response to Thomas Gaynor1

This is just a user to user forum nobody hear works for Apple We are just users of apple devices we help with software problems.

You will need to wait for a replacement iPhone X

Cheers

Brian 🇬-1F1E7;

Nov 5, 2017 3:22 PM in response to Thomas Gaynor1

Hey! I'm having issues with the touch screen being intermittent when it's cold and windy. It's weird. I'm going to see if a software update fixes this, but if after a week I'm still here I'm going to go to the genius bar. But yeah it seems that people are having issues online with the touch screen.

g_bureau

Level 1

4 points

Nov 7, 2017 7:30 AM in response to Thomas Gaynor1

Hey Thomas, I have had this issue too. However, my iPhone X screen stopped responding momentarily when I walked outside and the temperature dropped from 23C to 5-8C. It happened for about 1 or 2 minutes but came back to life after that. I think I will return the device and wait a few months to let Apple the time to figure out this issue.

Nov 7, 2017 7:39 AM in response to g_bureau

I have a Genius Bar appointment tomorrow. Im going to ask for a swap. The swaps you’ll get now from Apple are essentially new and from my experience have been tested by Apple really well. I’ll probably have to wait for it to arrive.

Nov 10, 2017 12:37 AM in response to Thomas Gaynor1

This is just a user to user forum nobody hear works for Apple We are just users of apple devices we help with software problems.

You will need to wait for Apple to help you get a replacement iPhone X

Can you buy/ borrow a cheap phone to use with your simcard.

Cheers

Brian 🇬-1F1E7;

mapugh73

Level 1

4 points

Nov 17, 2017 10:29 AM in response to Thomas Gaynor1

I am having exactly the same issues. Touchscreen does not respond at the "Hello" screen. I am unable to setup my brand new $1,149 phone. Multiple hard resets have not resolved the issue.

As to William's assertion that Apple stores reserve stock for warranty replacements that is simply not the case. Neither of the Apple stores near me have available stock and I was advised if I wanted to exchange the phone for a replacement I would have to go to the store and wait in line along with people who want to buy a new one.

WinnLam

Level 1

4 points

Nov 19, 2017 1:28 PM in response to Thomas Gaynor1

My brand new iPhoneX 256GB touchscreen didn't work from day one. Waited a few hours and it started to work. But every morning and afternoon and some evenings it would not respond for a few minutes, then hours. Today it stopped responding completely. Worked with Apple Support and did a few hard resets, updates, and finally factory restores. Still not working. Now I have a hot to touch $1200 brick hours before I have to leave on a trip.

The worst part is...the phone can not power off because the touch screen is not responding. Hopefully I can stop by the Apple store and they can replace the phone.

Nov 19, 2017 5:55 PM in response to WinnLam

Thanks...this really *****. Like you, in left for travel to Asia as soon as I got my phone. Worked for all of three days. Now, since the phone has not been released in the country I’m in, the Apple service centers are not obligated to take it for service. I’ve been with a brick going on three weeks.

Dogcow-Moof

Level 8

36,851 points

Nov 21, 2017 4:26 AM in response to Thomas Gaynor1

Thomas Gaynor1 wrote:

I was told that they keep a few iPhones in retail packaging on hand that are used for exchanges when there are DOA ones that customers have purchased.

That may be true for DOA devices as you would need to replace those before someone left the store for the first time.

For devices that develop issues generally stores will get a supply of white box service replacements within a week or two of launch.

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iPhone X touch screen not working