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iPhone 8 Home Button Spontaneous CRACK

iPhone 8 purchased at Sprint for $700+ Feb 24, 2018. Also purchased the tempered glass (with warranty from it) and had applied by the Sprint professional, as well as the Otterbox case. Friday the phone froze up on the Apple logo screen (white background/black Apple) and the phone got hot. We could not turn the phone off or on (later found out it was called being stuck in a “boot loop”). We took the case and screen protector off because we didn’t know why it was heating up. We tried plugging it in/unplugging it and that did nothing. We left it on the counter to cool off. We came back and noticed the home button had cracked. We were all outside, we have no idea how the Home button spontaneously cracked. The phone died over night, we plugged it in hoping it reset itself. It was still stuck in the bootloop. We called Apple support and they walked us through the volume up/volume down side button reset while plugging into iTunes (we had to walk around a few things as we could not enter the passcode on the phone per the request of iTunes). The phone did finally update, but we could not go any farther as we could not operate the home button. We were told to take to our nearest Best Buy or Sprint (both an hour from where we live). The Apple tech said that Sprint would have to mail it off but Best Buy could fix it in house (the Apple tech had a photo of the home button damage). The Geek Squad told us it was a defect in the phone, it would have to be sent off to Apple and it would be easier for us to send it ourselves and that it would cost at least $350 USD. We stopped by another place in town (because we drove the hour anyhow) Mac/Apple specialist who is certified Apple. This tech said he had seen it several times (home button crack issue). He said it’s like a vehicle recall, Apple won’t do anything about it until enough people come forward and complain of the issue. He looked at it and said he would also have to send it off, but his chart said it would be about $149 USD plus tax/S&H. He told us to call Apple and ask to talk to a Senior Advisor and not the first person who answered our call. We made one last stop at Speint while we were in town. The sales representative said this is an Apple issue. He inspected the phone, as did the other techs and agreed that the phone is in excellent condition. He said it would be impossible to damage the phone the way it’s damaged. He said you would’ve had to almost take a hammer and a nail and hit the home button just right to get it to crack like that and have everything else in excellent shape. This phone is barely two months old and was always protected. We have been an Apple family for years, we have five phone lines and have almost always had the iPhone. These are an expensive products to buy. We have two iPhone 8s, an iPhone 7+, an iPhone SE, and iPads ... etc. we have been good loyal customers. I hope when we try to call Apple and explain the situation yet again, they make good on whatever this flaw/malfunction is that people are experiencing.

Posted on Apr 29, 2018 7:13 AM

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iPhone 8 Home Button Spontaneous CRACK

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