Iphone X apple is not working but Genius bar refuses to offer repair

The broken back glass doesn’t actually void the warranty, but it is accidental damage not covered by the warranty. As far as the potential for repair or replacement is concerned, that has to be judged by the tech who actually examined the device, nobody here knows what was found on inspection.

It sounds like you would be content to accept the phone repaired with a broken back panel. However, there are several problems to this. First, it is almost impossible to reassemble with a broken back glass even if it doesn't break up further when it is dismantled. Second, Apple repairs carry a limited warranty, and there is no way your broken back will pass the water resistance required. Third, they have no wish to be sued when you cut yourself on the cracked glass after repair.

I believe the economic option is probably an exchange/replacement device. Modern smartphones have very few components and they have to be designed that way to get it to work in an acceptable size. Each component module is relatively expensive, so with the exception of the battery the cost of repair parts is usually way more than half the value of the device, plus the cost of labor to carry out the work. It doesn't take much to pass the cost of simply replacing, and from your description it sounds like the parts required might be the main electronics board AND a new back panel. That only leaves the display and the battery from the original phone.

We've had people report here that with a cracked front screen display and another hardware issue, Apple or an AASP wouldn't proceed with the warranty repair unless the screen assembly replacement was paid for. It seems rather fair, especially when Apple wants the phone back to possibly place in service again.

In your case the "repair cost" for a broken case is normally a complete out of warranty replacement cost. A lot of "fixes" that Apple does are really just complete replacements. If this problem (sounds like an issue on the board) had happened to you out of warranty, it alone would probably be resolved with the same out of warranty replacement.

pank0906 wrote:

Thanks all for your time. I suppose the accidental damage relieves Apple of all care towards consumers & perhaps rightly so. Pay £549 almost 50% price of the phone for any repairs, dropped the phone & lose your warranty with it, not sure how many customers will keep buying Apple products.

You could have opted for AppleCare+, which would have reduced the repair cost to $99. But you made the decision not to. If you bought it with a premium credit card you may have insurance through the credit card; you may want to check that.

The policy has been the same for 10 years, and over 1 billion people have bought iPhones. So it doesn't seem to have hurt their sales.

If the device failed a hardware diagnostics, there is no answer we as users can give here that would solve a hardware issue. This question is not answerable except to say you need a new device. How and when it got cracked is of no concern. If the device was dropped that could be the very reason Apple pay does not work.

Apple makes a great product. They have to protect themselves from certain situations. Your situation just happens to fall into that catagory. Those policies are there to protect the consumer as well as Apple. I would be surprised if Android phones did not have the exact same policy.

pank0906 wrote:

Thanks all for your time. I suppose the accidental damage relieves Apple of all care towards consumers & perhaps rightly so. Pay £549 almost 50% price of the phone for any repairs, dropped the phone & lose your warranty with it, not sure how many customers will keep buying Apple products.

A 50% discount for a replacement for a phone I broke seems like a good deal to me.

pank0906 wrote:

Thanks all for your time. I suppose the accidental damage relieves Apple of all care towards consumers & perhaps rightly so.

That's right. Try actually reading the warranty.

pank0906 wrote:

Thanks all for your time. I suppose the accidental damage relieves Apple of all care towards consumers & perhaps rightly so. Pay £549 almost 50% price of the phone for any repairs, dropped the phone & lose your warranty with it, not sure how many customers will keep buying Apple products.

Apple has reduced an iPhone to only few actual repair parts for warranty service. Many of them are very expensive. When they replace something with a malfunctioning board it's pretty expensive for them to do so as it may not necessarily be repairable for Apple. There are a lot of things I don't agree with regarding how Apple handles its warranties. That they won't "repair" your iPhone isn't one of them. The primary way to repair many hardware issues is complete replacement. If this had happened with a physically intact iPhone, then it would have been a complimentary replacement under warranty. However, you damaged it.