iPhone X touch screen not working

This is the first time I'm so upset when experiencing a shiny device from Apple. I have never met this frustrating situation since I first bought the iPhone 3 from Apple after watching the keynote from Steve without hand-on a real device. Ordered my iPhone X from T-Mobile (unlocked version) and brought it back to Vietnam to activate. I was so excited to get it unboxed and played with the iPhone X. Then, I suddenly got stuck at "Swipe Up To Unlock" screen. No touch input is accepted. The side buttons and volume up+down is still working but I can't never unlock my iPhone successfully. I searched around the internet and found out I'm not the only one being affected by this issue. Bad luck for me that we have no Apple Store around here in Vietnam, only Authorized Apple Care is existed. Chatted with support team at Apple and they suggested me to make an appointment with local Authorized Apple Care service and get the device in service. Did try everything (including updated to iOS 11.2.1) and they can't get it working. Now, I'm waiting for around 2 weeks to get it processed (hopefully I'll received a new replacement unit). Hmmm...not a good feeling at all!

There are a few things you should know:

1. If you ordered from T-Mobile, your phone is probably locked to their SIM. I know this to be true as I ordered directly from T-Mobile (vs Apple) and spent over a week trying to get it unlocked through T-Mobile. I'm a bit of an expert in this topic (locked iPhones from T-Mobile)

2. In hindsight, you (and I) now realize that it's best to buy the phone from the authorized, in country reseller, for warranty purposes. I ended up traveling through 3 countries with my dead phone and finally getting it exchanged in Dubai (minus FaceTime as it's not authorized in that country)

3. Count your blessings in that your phone died and you will probably get an unlocked phone from your local Apple authroized tech shop. Otherwise, you would be stuck with a brick...

I paid for the full price with no strings attached to T-Mobile (I used to purchase iPhone 7 Plus this way and it worked) so mine isn't a locked phone (I checked the coverage service already).

Because of global warranty service, I don't care to buy it from US rather than my local country re-seller. I just feel so terrible when the shiny expensive phone isn't working smooth as it should. Seems like Apple's QA Team didn't hit hard on testing the iPhone X. Too much problems reported around the world.

I too paid "full price", but the phone is still locked to their SIM. Did you open it upon purchase, or not until you received in Vietnam? I too purchased mine in USA and it was not until I landed in Cambodia, and attempted to use my Cambodian SIM, that I realized it's locked to T-Mobile. I highly doubt T-Mobile sells unlocked phones as their policy is highly restrictive as far as unlocked phones are concerned. That said, I hope you find a solution to your phone, which will most likely include sending it off for technical service. Since a lot of overseas locations (apple authorized tech shops) are NOT repairing the X yet, you will most likely than not get a new phone. Hang in there.

I just bought an iPhone X from Dubai and i am having the same issues. I haven’t been able to use it for over hours now. Was it easy to get it replaced in Dubai? How long did it take to get a new one and is the new one working? Thanks

Same thing just happened to me. I'm from India - I've a silver 256 unlocked phone. The screen randomly stopped working while I was still using it. Tried the hard reset, restore to 11.2.1, nothing. The problem is that there is no apple store here - just resellers, so they will point you to service centers. Went to one yesterday and they told me that they had to send it to Apple - I'm guessing the closest apple store is in Singapore? - so it would take 3-4 working days to either get my phone fixed or get a replacement. I said I'd give it in tomorrow, given that it's new years and all. Really hoping I get a replacement in a week. Such a bummer, given how expensive the **** thing is! I've been an iPhone user from '07 and have never encountered such disappointment. Have to say though, when it works, it's such a gorgeous piece of tech.

Hi there,

This happened to me yesterday!! I got home and it became unresponsive but sometimes selective to touch. Then it would enter things on its own! It woukd start liking instagram photos on its own. Put its own passcode thus locking it. If I was fast enough I could unlock it. Did everything. Reset. Factory reset. With help of Apple online chat support but still didnt help. They were able to run a diagnostics and said it was fine (I was tapping furiously to get to settings... sad).

Luckily I was able to make a Genius Bar appt for earlier today and they swapped it out on spot. They couldn’t even unlock my phone to do diagnostics. It definitely is a hardware issue IMO! But at least it was painless to swap. However when I rechecked available appointments the next one was for next week yikes.

Hi, I’m “Holdawg” and I have a broken iPhone...! Lol. On a more serious note, Apple will take care of you. Make the appointment and you will be taken care of. Try the restart option a few folks have used (hard reset), software updates, etc. These are things Apple will ask you if you did anyways. Might as well pre-empt it.

I got a new iPhoneX 256 space gray 2 weeks ago and yesterday the touch screen stopped working.

The phone was running 11.2.1, the screen could open but the touch screen was not working.

The problem persists after installing the new iOS update today 11.2.2 or after performing restore through itunes.

It's seems like a hardware problem.

I've called the apple support center in Greece, told me that it will be replaced, but it's better to address the issue to the retailer shop that bought it. The retail shop send the phone to their central service dpt and they will call me back the next week for the next steps. They don't know how much time will take the replacement.

So, I've paid 1399 euro and i'm with no phone while i'm waiting for replacement that probably will take weeks.

Phew, after waiting for almost 10 days, Apple has replaced with a new iPhone X and now everything works great. They told this was a hardware issue. Too had this has happened and affected to many users. Apple needs to manage their QA process better. Let’s see how the new replacement unit works out!

I think its ridiculous Apple is making people wait 10 days. I was able to get mine switched out at the Apple store when I went in. I guess it depends kn availability too but I feel like most stores should have them in stock by now. I live in Houston and Apple stores are always busy :( However I was lucky they were in stock I guess.

Sorry you had to wait for 10 days. I would have had to wait too, but the store I went to was able to locate another store that had replacement phones (same capacity and color) in stock. I had to drive way out of town, but I got a replacement that same day.

You are assuming that everyone who is on this forum in the USA, or in a country that has an Apple store in which you can walk in to get a replacement phone. In countries where there is no Apple store, the proper procedure is to take the phone to an authorized Apple Support Center, who probably ship it off to a main "hub" for repair or replacement. It's not that Apple is making people wait, it's the way the logistics are set up. Tech repair sites don't have "white box" (replacement phones) sitting around. If you happen to live in a place where there is an Apple store, you walk in, show them the phone/problem, and if it's not resolved on the spot, you walk out with a new phone. That's the process. .

What cpsadowski said. I live in India where there's no Apple store, only resellers. I was directed to an Apple Authorized Service Centre which took my phone in. I was informed that it's in the repair hub, but no news after. It's been a week now, and I'm assuming it's going to take a few more days for me to get it back. Service in locations where Apple hasn't set up yet is crazy annoying. Almost makes me want to switch over to Android.

Get on the support app and make an appointment at an apple store, or an apple authorized service center. If you are near a store, replacement should be on the spot. If you are not, it should take about 10 days to get it into service and back to you. Good luck.