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iPhone X Camera Issues - Excessive Lens Flare

Hello,

I purchased my first iPhone (iPhone X) last November and I have never been happy with the camera. Obviously, I can't compare apples to oranges (pun intended), but my old Google Nexus 6P camera seemed far superior when taking photos.

While I can't say blurry zoomed in images is worth complaining about, but when going out for dinner with family the other night I found that an iPhone 6 Plus was clearly taking much better photos.

My iPhone has been reset and the lens was cleaned with a soft sunglasses cloth before using the camera. Live Photos and HDR was turned off but did not fix the issue. All other settings are default and were taken with the Photo mode, not the Portrait or Square option.

I booked an appointment with the Genius Bar today and after a quick diagnostic test, my iPhone got the all clear. Even after showing him the photos from my iPhone and that from an iPhone 6 Plus, he said I have to play around with the contrast to fix the issue. To me, that is a not a solution and did not fix the issue. I would like to point out no changes were made to the camera settings before the photos were taken with the iPhone 6 Plus. It was a matter of being pulled out of the pocket and take a photo. Point and shoot, if an iPhone 6 can do it why can't an iPhone X?

I took a photo of a street this evening and even with the contrast down there was lens flare (image 5 below).

I have 18 months left on my Apple Care but surely this issue is covered under warranty?

My question is, is there an issue with my iPhone, or do older iPhone 6 Plus just take better photo's?

Should I go back to Apple and say fix it or do I put up with taking crappy photos?

Posted on Jul 11, 2018 4:07 AM

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RugbyFan05 Author

Level 1

18 points

Posted on Jul 20, 2018 4:25 AM

The impossible just happened, I got a NEW iPhone X replacement. 😀🙂😁😎

After nearly 5 hours on support chats, Genius Bar reservations, and phone calls with Apple, I found someone that agreed that the photos were not acceptable. He even grabbed a store iPhone X and went outside to compare photos. Sure enough, there were big differences, especially with the lens flare. He made sure all the camera settings were the same as well.

We tested the new iPhone X with the same photos to make sure and there was no excessive lens flare.

Seven Apple Support employees were wrong.

Gary, if you are having similar issues, don't back down. Learn what rights you have as the consumer and lodge a complaint if necessary. Try making a Genius Bar Reservation at nighttime and keep doing it until you find that person who wants to help.

I am going to keep my complaint with the ACCC as it should not have been this hard to get a repair or replacement under warranty.

All the best.

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21 replies

RugbyFan05 Author

Level 1

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Jul 12, 2018 4:07 PM in response to RugbyFan05

If someone has an iPhone X, can you please post a nighttime photo with a street lamp or bright light in it?

I want to see if this is an issue for all iPhone X's or just mine.

RugbyFan05 Author

Level 1

18 points

Jul 13, 2018 3:06 AM in response to RugbyFan05

Jul 16, 2018 11:52 PM in response to RugbyFan05

These are from my X. Same as your problem. Going to take it to Genius Bar, I have Apple Care plus. Night shots are better on my friends iPhone 5s!!!

Ingo2711

Level 10

80,199 points

Jul 20, 2018 4:40 AM in response to RugbyFan05

Good news 🙂

RugbyFan05 Author

Level 1

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Jul 12, 2018 4:24 PM in response to RugbyFan05

I have an Apple Customer Relations Advisor phoning me today. Apparently, they are my "only hope of getting the iPhone repaired or replaced." The wouldn't do it via online Chat, so there will be no transcript.

I don't care if it's a software setting, repair or replacement, I just want the issue fixed. I have posted on Apple Communities, visited the Genius Bar, and wasted hours seeking help on Apple's Support Chat. All I know is under Australian Consumer Law, Apple can't charge me to fix an issue when it's under warranty. Even Apple's Websitestates "You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure". The camera fails to be of acceptable quality. The warranty period is 24 months.

Any other phone I could have taken back to the store of purchase for repairs, I am not sure why Apple is being so difficult.

RugbyFan05 Author

Level 1

18 points

Jul 14, 2018 9:12 PM in response to Ingo2711

The problem is I don’t know anyone with an iPhone X, I can only compare against an iPhone 6 and my iPad which take better photos. I have asked other users to photo a photo for me but I guess they only read the forums if they have the same issue.

Along with Face ID, the camera was the main selling point for the iPhone X, so so I just can see that it my unusable nighttime photos would be acceptable. There would be a public outcry if everyone was the getting the same quality photos as me. As an amateur photographer, I purchased my first iPhone for it’s camera and I am extremely disappointed in it.

My iPad, or even and iPhone 6 should not be taking better photos than my iPhone X. That should be enough evidence on its own. I have seen the other iPhone X night photos on Flicker and not one has a lens flare issue. Example: https://www.flickr.com/photos/andreas_komodromos/27893382227/in/photostream

I will provide you an update on Wednesday once I get a another response from Apple but I am expecting that my next step will be to lodge a formal complaint with the Australian Competition and Consumer Commission.

Nearly 5 hours arguing now and it feels like I have gone in circles.

Thank you again for your interest in this matter.

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iPhone X Camera Issues - Excessive Lens Flare