iPhone 8/ 8 plus home button cracked

jbzlez wrote:

Furthermore, I beg to differ that "nothing said by anyone here will make a difference." I've just had a phone call from the Apple rep after I sent a detailed email to her with the multitude of Apple threads/posts links about this issue and the fact that so many have had it happen and have commented in the Apple forums has actually pressed my case further and they are now actively involved in trying to resolve this issue for me. The rep may not come to the party and offer me a full refund or new phone but by seeing the amount of evidence via the forums this raised concerns for her and her team to investigate. It may be lip service but I'm about to get it checked by an expert who I hope will further my case that they have faulty components/hardware.

Or, they are working with you because you have been persistent and polite. That's usually what works.

That's terrible Monika.

A few questions for you;

What model phone was yours?

How did it happen? Sitting on charge, dropped it etc?

Did you ring and talk to an Apple rep about it? What did they say?

Did you damage it in anyway or was it strictly a result of a defect?

Personally, I think it's a defect or a defective batch. The more we discuss and share this issue the sooner Apple takes fault and rectifies this?

Just FYI I have been offered a replacement free of charge from Apple for being a "loyal" customer and the Apple rep said they would make an exception for me for the "impact damage". I explained several times this is not the result of impact damage, it was charging then it cracked. No dropping, no rough use nothing but they still keep saying impact damage. Someone needs to record it happening to prove this once and for all - I know it's difficult to do but I'm sure it's possible.

Hi, it was model 8, and no I didn’t drop it and had it in my case with screen protector on, just was walking and all off a sudden my screen was stuck at the apple logo and then I noticed the crack.

Wish I was more persistent at the apple store, they just told me that it’s unfortunate that this happened but nothing they can do, I had to pay for the repair

I have this same issue - my I phone8 plus is 10 months old, one week ago had the screen replaced and paid £169 last night i plugged the phone in to charge (original apple charger), came back after gym to the apple logo and unable to turn on the phone. The home button was red hot and not making the click sound that was when i looked closer and noticed the crack which had gotten worse. I'm so worried about going to the genius bar tomorrow that I will have to pay again when its clear the screen replacement had something to do with it.

Same things happened to me after one month of using the my iPhone 8+. After realising the crack, I didn’t sent it to the service centre cause there is no problem on it. However, after 2 months the receiver speaker is not working, so I sent it to the service centre. They said my device was rejected for replacement because of the home button cracked, the warranty is void. I understand about the policy, so I have ask them is it possible for them to just repair the speaker for me because that’s only problem I’m having right now, even it is not under warranty I’m willing to pay. However, they insist that I have to pay half of phone price for a replacement. What kind of logic is that, who is willing to pay another 1/2 of the original price to get a new phone for a phone you just used for 3 months? They are such a bully. Just want to take money from customers.

This happened to me 2 days ago too, so clearly it is still an issue. Same story as all of yours on here -- charged iPhone, picked it up, cracked and hot home button, phone only 2 months old. I called Apple, talked to a tech who concluded at the end that it was a hardware defect and the phone would be replaced with no charge. Recommended I go to my local store to do this, which I did, and they insisted I have to pay the $169+tax because I broke it and they've never heard of this issue before. Well a) clearly this is not an unknown issue, and b) I am not abusive, nor excessive with the use of my iPhone, so a tech simply telling me I pushed it too hard (and also snarkily adding that it "isn't a button, it's a sensor and you don't push, it just gives you the sensation of pushing it") doesn't add up to me. (Particularly if I didn't push it, but that's a different argument). I paid bc I needed it fixed, but have also called Apple again to have someone file a complaint, and also filled out some generic webform (apple feedback or something) the guy at the store told me to do (bc that is the only way I could possibly get reimbursed). My hopes are not high, and I am absolutely furious with this situation.

’m not happy. Brought a new iPhone which was sent directly from Apple. Was using it fine for like a couple of weeks when I charged it came back and the home screen button was cracked and I hadn’t touched it. This enabled the touch screen to work so I wasn’t able to get on any of my apps. I then did some digging onto apple Communities here and realised that a lot of people were experiencing the same problem. I went onto twitter to express my disappointment and Apple support asked me to DM (Direct message) them I did that and after speaking to them they said it was best to go in store. Today I went to the Istore and i spoke to a manager and he said he’d need permision from Apple support to go ahead with a free repair and would do it if he could. He said he has seen this issue before and it was best to contact support again. After waiting ages for Apple support to finally reply they told me I needed to go in store again. I find it absolute rediculous that I am being passed from one to another. Apple are just ignoring the problem completely. All they care about is making a profit and not about delivering good customer service. I am not happy with my treatment And I’m comsidering not using Apple again. Apple is clearly responsibe for this issue why ignore me?

Hi, no I didn't get resolved at all, was told the same that I would have to use my insurance or pay to get it fixed. Been to 3 Apple shops now and none interested. Even said there must have been a stone or grit on the home button when I pressed it, nonsense. Also told them about this discussion and there reply was than I could fine a discussion on any fault. Think I will report to trading standards next.

I was at lunch one Sunday and had my phone sitting on the table next to me. It got really hot, then turned off and back on again (like a reset) and then I noticed the home button was cracked. It was working at church just moments before with no issues. It wasn't dropped or touched when this occured. I too got the same answer from Apple Care that it would cost a lot of money (in my opinion) to have it fixed.

I would contact Apple and file it as a fault. Spoke with several people at Apple and no-one is recognising this as a fault, surprise surprise. The more people who lodge this as a problem the better off people will be if they need to claim.

My phone is a replacement phone and i doubt they will help me, so now looking at android phones as a replacement.

Mine button was the mirror opposite but basically the same pattern. It started from the lower right. I had no cracks on my screen or scratches and my screen protected and case were in perfect condition. It was clearly a defect of overheating while charging. I’m not sure why I paid only $149 plus tax and you were quoted over $350

please report this at the product Feedback - Apple

We need them to notice that this is a problem affecting many users.

THANKS!

Why do you have to pay when it was not something you did? I would argue tooth and nail and also provide links that it is happening too many people not just one.

I didn’t pay it! I’m just using the AssistiveTouch which is a pain but I’m not giving Apple any more money!