Here you go, I have changed some details but you get the jist. Also I cant share the email address as it pertains to my particular Apple case ID and mine has been closed. You will need to reply to the email you receive from the Apple rep.I hope this helps your case and I hope this gets more traction to get the wider issue looked at.
Hi,
Firstly, thank you for your great customer service and support yesterday and making an
exception to fix my iPhone 8 + screen due to the home button cracking itself.
However, this is not the end of the issue and I will list them below;
- I went to Oobe in Wellington NZ yesterday and the guy advised based on the notes that Apple will fix the screen (home button included) free of charge however any other damage resulting from this issue they will not cover.
- He asked me to wipe my phone but back it up first at home – I tried to update it then back it up but the phone, either hardware or software, has corrupted terribly and now it has been restored to factory with several issues to me personally.
- I lost ALL my data as it would not update and self-restored to factory settings – I had a lot of baby photos from January (we had a newborn on Jan 3rd) and I hadn’t backed up my phone as we moved into my in-laws house while we
build our house so my computer is in storage making it difficult to do my once a month back up to my PC. I also had some personal notes not backed up anywhere which is also painful. I never thought my 7 month old phone would break so quickly.
- The phone after restoring still will not boot up to the hello screen or anything else so I used an existing back up to restore to the phone and that did not work so it keeps looping through apple logo, bar loading and then black screen which suggest it could be something more than just the screen itself, it could be a hardware or software issue that you advised would not be covered as only
the screen replacement is covered by Apple.
- I have logged a claim with my insurance company as I think this will not be resolved as easily as I think and this will cost me $200 excess as well as a penalty on my non-claims bonus. This is pending and I haven’t undertaken this course of action yet but the claim is lodged.
- I did some further research on this issue and found many threads that replicate exactly what happened to me and my device. Reading the comments reiterated to me that I did not drop or bang my phone but this happened on its own via some faulty hardware or just pure bad design. Below are the threads I have looked at and most come from the Apple community forums on the Apple website. I will
restate; I did not drop the phone, I did not bump it against anything, I did not handle it roughly prior to the damage and I never have. I had used it with no issues, then 5 mins later charged it, then not long after I pulled out the lightning cable and placed into my pocket but had not checked the phone so it could have been damaged by then. I went to the bathroom and kitchen and after 5 mins I went to my desk pulled it out of my pocket and saw the damage. It sits in a Otterbox symmetry case with a screen protector on it – it is cared for as if it is one of my children and cost me $1449 NZD which I still have not fully paid for yet.
- Here are the threads I mentioned and they all have a common theme – they were charging it and came back to see damage. Could it be that the charging is causing this issue:
- https://discussions.apple.com/thread/8153835 - my phone looks exactly as the picture in this thread
- https://discussions.apple.com/thread/8269914
- https://discussions.apple.com/thread/8308437
- https://discussions.apple.com/thread/8250804 - this is exactly my issue
- https://discussions.apple.com/thread/8069340 - subject line refers to iPhone 7 but some comments mention iPhone 8
- https://discussions.apple.com/thread/7742979 - also iphone 7 related but they use the same/similar hardware for the home
button
- https://discussions.apple.com/thread/8093709
- https://discussions.apple.com/thread/8046417
There are many more of these re iPhone 7 on Apple’s website and from other websites but I think you get the point.
Im very frustrated that I can easily see a common theme here but Apple doesn’t – I have wasted time, energy and money on this issue and Apple hasn’t accepted liability they have only just made an “exception” for me where I see a bigger issue.
I am tempted to go to my commerce commission, Fair Go (NZ TV show that deals with consumers being ripped off) and our media outlets to vent my frustration and make this known to the wider community.
My main concern is that this may happen to other people and they go through the same process as me and get frustrated and potentially lose all their data (like I did which is causing me a massive headache and my new-borns pictures from his birth cannot be recovered
).
This shouldn’t happen and the response from Apple’s reps is unacceptable.
I will await your response before proceeding with what action I will take.
Please reply as quickly as you can as I need to make a decision soon.
Thanks.
