iPhone 8/ 8 plus home button cracked

Do NOT accept anything less than a replacement phone! The Genius Bar needs to run diagnostics and it will be revealed that the logic board is toast. They also need to log the issue complete with a picture of the home button crack. The only way this can be identified as a known issue is for everyone having this issue to take it in and have the Genius bar log it. That will help others down the road who will also inevitably have this problem.

Hold Apple to account...they are in the wrong if they blame the user for a home button button crack where there is clearly no other damage present to the glass or glass protector around the button and the phone is in boot loop. No...it doesn’t sound plausible for a spontaneous crack to appear, but that’s what’s happening and while this may not yet be a “known issue”, it is happening to enough people that it’s a fault in the phone.

I’m my first situation, it occurred at work: I’m not sure if I was charging my phone before it happened BUT in my second breakage, it happened immediately after I got out my car from charging my phone. I saw someone else had it happen to them while they were charging their phone. My question to you, was your daughter charging her phone when it happened?

I have a strong feeling the charging port overheats and since the home button is right there, the glass breaks. Apple suggests that people on this forum “could be just anyone writing anything with no proof” *exact words told to me over the phone*. They also said if it was noted like the whole “Slowing the iPhone 6 down” fiasco, then Apple would be proactive in helping us out.

My brand new (1 week old) phone had developed hairline crack in the home button. I noticed this afternoon, and immediately took it to Genius Bar at the Apple Store in Victoria Garden, Rancho Cucamonga, CA. The technician, Dijon, took the details and begun reviewing the phone for any physical abuse where there is none. He then went to consult a technician who insisted that it MUST HAVE been abused. I asked to talk to the Manager and Eugene came out and in essence accusing similar line of defense, of some unexplained way of abusing the home button by force, that caused the glass to crack. Clearly an unacceptable explanation and product support. The functionality of the button itself is not affected (i.e. it is fully functional with no issue).

Same happened to my 3 month old iPhone 8 Plus. I went to the Apple Store in Garden City, NY and was told by 2 levels of managers that they would not replace the button/screen for free. Charge is $169.00. I walked out in disgust.

Update: Problem successfully resolved! I went to the Manhasset, NY Apple Store on Thursday June 14th and they replaced my screen for free. The Genius Bar tech saw that there was clearly no physical damage to the phone and agreed to cover the repair under the limited warranty as a one time exception. On a side note, after my experience at the first Apple Store in Garden City, NY, I sent an email to Tim Cook (yup, Apple's CEO - *****@ apple.com) and stated my case. I did not get a reply but wonder if it had an effect. You never know. Anyway, I am a happy customer.

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Good work bud! I also got a replacement for free but the reason was due to being a "great customer" not due to their faulty device/component. It irks me but I got a positive outcome so cannot complain. I'm sure they're aware (the top Apple devs) but are not advertising it as it would bring them bad reputation and cost them alot to correct. Also, some people could sue them for loss of data due to a manufacturing fault - I know I would like to do this for losing all my data but average joe vs huge corporation never ends well for average joe.

Well done on getting a good outcome but I wish they would rectify this issue for EVERYONE not just the ones that shout the loudest and push the hardest.

This has happened me... Have bought so many Apple products over the years and this is the first to cause me serious problems.

Spent 5 hours of my only day off last week trying to sort this out. An in store technician told me and reported on the work authorisation form, "Examined device at Genius Bar - there is no signs of customer misuse, no dents or damage to support how the home button could of gotten cracked. MRI diagnostics confirmed home button issues and both the home button and Touch ID could not be picked up." Yet still told me I would have to pay £149 to get the whole thing fixed, she said it was unfair I had to pay and also said she could escalate and arrange a call with Apple Support in regards to seeing what they could do RE: the repair fee.

Few hours pass and after a phone call with Apple Support who were utterly rude (kept cutting me off) and confusion surrounding everything I walked back into the store to see the manager. Never have I received worst customer service in my life - I was made out to be a liar and kept repeating the "obvious sign of a point of impact"... How there could be a point of impact from a phone that I left for 30 mins charging on my bed is mind boggling. A technician spent 30 minutes looking over my phone and operating my phone to then write a detailed report on how the damage was not caused by myself, yet the manager who took literally two seconds to look at my phone overruled that and refused to waive the fee. Told him he would need to sit down with his team to ensure they all get on the same page because one person telling me one thing and an incompetent manager overruling it is horrendous customer service.

Totally pleased with the service I received from the technician when handling my case and she was more than understanding, I even went as far as letting her read this thread on my phone and she herself admitted she didn't like the vulnerability of the home button.

I've since been passed on to Apple Support, specifically in contact with one agent who I can email and call directly, I have uploaded the report made by the technician. I will not give up on this until an acceptable resolution has been found.

Just happen to me tonite, for no reason, was talking to my sister, phone cut off and I got the Apple emblem. After turning it back on home bottom would not work, got a message saying home bottom would no longer work on this phone and it gave me an embedded home Botton to use as the home botton but the passcode touch will not work.

I called through the phone and I kept being nice and I said it’s not fair for me that this broke and I wasn’t at fault, I’ve been loyal since iPhone 3GS. T

wo people ended up understanding and read through the discussions and believed it and I got it fixed with out paying or using my accidental report. Just keep trying. The problem with people is that no one believes it until they witness it. I prefer dealing with apple on the phone because they’re so much nicer and caring.

I have the same issue. Based in New Zealand (no Apple stores) so my device has been between service centres in New Zealand and Australia and I am also getting "Physical Damage - item not covered under warranty" etc, despite the device being 90 days old and in mint condition (except the home button crack!) Cost of NZD $299 to repair. Has anyone had any issues getting this fault covered under warranty via a third party repairer, ie. non-Apple store?

My mom's iphone 8 plus has this issue too. I called apple support and they said they still will charge us about 180 USD.

I told them this happened when my mom's phone charged. They still said the technician judged this is human errors.

We paid higher price to buy a phone, but the service quality is low. We won't buy it again.

what have you done?

Note also that Apple replacement phones may be new or refurbished and there's no way to specify which.

The Apple (and every other phone manufacturer's) warranty specifically states this.

Same problem, phone 3 weeks. "Authorised dealer" say it is impact damage. It wasnt it was charging! Please keep reporting this!!

This just happened to me like 4 days ago will apple fix my phone