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# 104114 15-Jun-2012 04:40
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OK here's the saga.

My iPhone 4S recently developed a fault whereby it switches itself off around the 40% battery mark and wont switch back on again unless plugged into a power source. This is my work phone and I work on 24/7 call a lot of the time so this is a major issue for me.

Anyway, I performed a factory reset on the phone and gave it a full charge but the problem still occurred. Took the phone into Telecom who sent it to Telegistics. Telegistics reported that they were able to replicate the fault so guess what - they did a factory reset and sent it back.

The day after getting the phone back, phone gets to the magical 40% battery and boom, switches off and wont switch back on. Took it straight back to Telecom and showed them that it wouldn't switch on and then plugged it into a power source and showed them that it still had 40% battery showing. They sent it back to Telegistics.

This time Telegistics perform 4 battery drain tests - I'm guessing they used a tool for this and its wasn't just left to drain itself - They reported no fault found and sent it back.

I got the phone back yesterday and this time just to be sure it wasn't any of my apps or settings, I didn't make any changes to the phone apart from putting the SIM in and activating so I could receive calls and TXTs. Guess what happend :-)

This morning the phone has switched off and wont switch on. Plugged it in and hey presto 38% battery showing.

So now I have been without my iPhone for 2 weeks, have had to spend my time waiting to talk to someone at the Telecom store twice and had to use a dumb loan phone instead of my $1000 iPhone!

What can I do? Can I go thermo-nuclear in store and demand a new phone -will that get me anywhere? If I'm forced to send it away and Telegistics testing still shows no fault, what are my options then?

Any help appreciated.
 




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  # 641093 15-Jun-2012 05:25
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Was the phone purchased using personal funds or company funds?

If it was personal funds then take it back, inform them that you are rejecting the phone under the CGA as it has been in for repair 3 times and the same fault not fixed, tell them you either want your money back or a new replacement.

If it was purchased with company funds then the CGA does not apply, you can take them to the disputes tribunal, or maybe it's worth contacting apple directly to see what they have to say



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  # 641096 15-Jun-2012 05:38
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Purchased with my own funds, I thinking the CGA\demand a new phone route is probably going to be my first step.




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  # 641108 15-Jun-2012 07:58
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If you'd like to PM me your device serial number, I can send you an iOS diagnostic request to run the diagnostic tests. I can then see the results in GSX, see if anything is odd. (IAAACMT I Am An Apple Certified Macintosh Technician)

Cheers,
Joseph

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  # 641130 15-Jun-2012 08:58
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The best way by far is to go directly via Apple if possible. I have used their website numerous times all with positive outcomes. This works for warranties as well, like your situation. Tried local NZ fixer uppers with not much luck. Wish Apple would open a store in NZ. In our Aussie branch I just get the guys to book an appointment with an Apple "Genius" and they will fix things like broken screens on the spot.



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  # 641179 15-Jun-2012 10:11
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And its off to Telegistics again. They are also escalating to the Telecom person who is attached to Telegistics so lets hope third time lucky.




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  # 644134 21-Jun-2012 09:13
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Had a message on my phone this morning to say that they have accepted that its an early failure and will be providing a replacement! 3 weeks of pain is finally over (well once I have the phone in my hand it will be).




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  # 644135 21-Jun-2012 09:19
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I'd deal with Apple directly, and escalate to their customer relations people. Always works for me.

 
 
 
 


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  # 644158 21-Jun-2012 10:27
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So apple products have high failure rate?




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  # 644163 21-Jun-2012 10:37
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joker97: So apple products have high failure rate?


I've never seen any formal reliability surveys, but anecdotally it sounds like the manufacturing quality of iPhones and iPads is not up to the standard that you would reasonably expect from a reputable manufacturer like Apple. I guess it's a natural consequence of pumping out such massive volumes from their outsourced production lines in order to meet demand.

Having said that I've personally owned two iPhones, two iPads and a number of iPods and never had a product failure. My new iPad does seem to have a slight backlight bleed which I'm disappointed about, but given the overall poor manufacturing quality that others seem to be experiencing I'm inclined to think that my unit is probably within their quality control tolerances.

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  # 644171 21-Jun-2012 10:58
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joker97: So apple products have high failure rate?


Not really.

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  # 644174 21-Jun-2012 11:03
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I look after 35 iPhones at work and they fail because people drop them or they get stolen. We are bang on the world average of ~18% drop/broken screen rate and I think about ~7% lost/stolen rate (don't quote those figures).

I've had one with an intermittent fault where it kept resetting itself. This was tracked to a faulty cable connector.

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