Faulty Home Button

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tdgeek

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#114238 12-Feb-2013 22:44

Eek. First Apple fault.

I was at work this morning, phone was fine. Then I used it again and the Home button was firm. Little travel, spongy, and no click. Still works but very awkward.

If I take it to the Telco store I got it from, 2 week wait. We have no Apple stores in NZ. I called Apple, a guy in central Texas answered. Australia was too early to answer. He arranged an express replacement. Waited hours for the email confirmation. Tonight I get another email. Its being despatched from Sydney by TNT, its at TNT, e.t.a. is tomorrow! Its probably in the air from Sydney to Christchurch.

Impressive.

johnr

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#760441 12-Feb-2013 22:45

Enable the on screen home button

tdgeek

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#760447 12-Feb-2013 22:58

johnr: Enable the on screen home button

Tks for the advice Johnr, did that this morning. Plus the sleep button brings on the screen, if the Home button fails.

Cheers

clicknz

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#762989 15-Feb-2013 12:47

Hi - just curious what model iPhone you have? Did they say they would include a shipping container to return your faulty device?

Cheers,
Mike

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mattwnz

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#762993 15-Feb-2013 12:53

That's interesting because when I to get them to send me a box to send one back in I was told I would need to take it into their repair agent as they didn't do boxes in NZ. That was a couple of years ago so perhaps they have changed their policies.

tdgeek

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#763028 15-Feb-2013 13:26

I called up, and talked to a guy in Central Texas, as Oz was asleep. Discussed the issue, he confirmed it was hardware only and said they can do an express replacement. This was Tuesday morning. Wednesday 1pm I recieved the phone. I was home with unwell wife yesterday so I sent the old one back. Called TNT they picked it up. The new one was sent by TNT from Sydney, via Auckland, included a box with the phone, sim remover, return pre addressed TNT courier bag and preprinted customes documents. Pretty damn good service.

I could have gone to the store I bought it from, and wairf two weeks, the US guy said his express replacement woudl avoid any downtime.

Model is iPhone 5

dickytim

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#763044 15-Feb-2013 13:35

tdgeek: I called up, and talked to a guy in Central Texas, as Oz was asleep. Discussed the issue, he confirmed it was hardware only and said they can do an express replacement. This was Tuesday morning. Wednesday 1pm I recieved the phone. I was home with unwell wife yesterday so I sent the old one back. Called TNT they picked it up. The new one was sent by TNT from Sydney, via Auckland, included a box with the phone, sim remover, return pre addressed TNT courier bag and preprinted customes documents. Pretty damn good service.

I could have gone to the store I bought it from, and wairf two weeks, the US guy said his express replacement woudl avoid any downtime.

Model is iPhone 5

Wow, that goes above and beyond what they are required to do by law! I am impressed, one of my reps have an Ipad with a similar issue, I will let you know how he gets on and if the service is as good as you guys have found.

tdgeek

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#763052 15-Feb-2013 13:46

dickytim:
tdgeek: I called up, and talked to a guy in Central Texas, as Oz was asleep. Discussed the issue, he confirmed it was hardware only and said they can do an express replacement. This was Tuesday morning. Wednesday 1pm I recieved the phone. I was home with unwell wife yesterday so I sent the old one back. Called TNT they picked it up. The new one was sent by TNT from Sydney, via Auckland, included a box with the phone, sim remover, return pre addressed TNT courier bag and preprinted customes documents. Pretty damn good service.

I could have gone to the store I bought it from, and wairf two weeks, the US guy said his express replacement woudl avoid any downtime.

Model is iPhone 5

Wow, that goes above and beyond what they are required to do by law! I am impressed, one of my reps have an Ipad with a similar issue, I will let you know how he gets on and if the service is as good as you guys have found.

Cool, do that. bear in mind that if we had an Apple Store I could have walked in and walked out. a friend in Melbourne had a faulty sleep button, he walked in and walked out. Effectively, Apple gave me that same service.

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Peppery

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#766041 19-Feb-2013 22:23

mattwnz: That's interesting because when I to get them to send me a box to send one back in I was told I would need to take it into their repair agent as they didn't do boxes in NZ. That was a couple of years ago so perhaps they have changed their policies.

Apple's designated iPhone service center in New Zealand, Mobile Fone Repair shut down/went out of business a few years ago so warranty is either done by your carrier (Vodafone/Brightpoint or Telecom/Telegistics) or through Applecare Australia. Applecare is pretty damn good, they offer advance replacement where they send you a replacement phone and you send yours back (they do put a hold on your credit card in case you don't return your device or is not covered under warranty) or they ship you a box and it's sent back to Australia.

Personally I would not touch Telegistics with a ten foot pole, Brightpoint and Applecare have been good to me though :)

dickytim

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#766368 20-Feb-2013 12:39

tdgeek:
dickytim:
tdgeek: I called up, and talked to a guy in Central Texas, as Oz was asleep. Discussed the issue, he confirmed it was hardware only and said they can do an express replacement. This was Tuesday morning. Wednesday 1pm I recieved the phone. I was home with unwell wife yesterday so I sent the old one back. Called TNT they picked it up. The new one was sent by TNT from Sydney, via Auckland, included a box with the phone, sim remover, return pre addressed TNT courier bag and preprinted customes documents. Pretty damn good service.

I could have gone to the store I bought it from, and wairf two weeks, the US guy said his express replacement woudl avoid any downtime.

Model is iPhone 5

Wow, that goes above and beyond what they are required to do by law! I am impressed, one of my reps have an Ipad with a similar issue, I will let you know how he gets on and if the service is as good as you guys have found.

Cool, do that. bear in mind that if we had an Apple Store I could have walked in and walked out. a friend in Melbourne had a faulty sleep button, he walked in and walked out. Effectively, Apple gave me that same service.

Got the user to do a factory restore and the button started working again, must have been a software glitch!