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Topic # 239476 19-Jul-2018 21:20
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Hi all

My iPhone 6+ started displaying symptoms of “touch disease” (I can’t post links as haven’t posted here before but that’s the common google term)
The screen is displaying the grey bar on top and screen freezing up

My phone has not undergone major damage, perfect condition except I dropped it once from a height of 0.5m (fell out of front shirt pocket when leaning over) so had the screen replaced under insurance claim
I bought it Dec 2014 from Spark

I’m seeing reports that Apple will “repair” the phone for a price
But other reports say the device will be a refurbished unit (which could have the same issue) and has a 90 day warranty, so what if the new unit has the same issue?

Can anyone advise what my rights would be under the CGA?

Cheers

Ding

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  Reply # 2059055 19-Jul-2018 21:26
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Maybe contact apple to see what they will do, as it maybe easier to deal with them, as I have heard it is a known issue that was fixed with the 6s. Will be interesting to see what they say about the CGA and time limits.




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Geek


  Reply # 2059058 19-Jul-2018 21:34
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My impression is that it’s absolutely a known issue and is solved with 6s, their public response is that they will fix for a 150 price, they don’t want to publically discuss CGA as that disadvantages them.

The problem is that the lead free solder dots on the bottom of the IC chip on the MB are more brittle than lead solder so the connections crack due to micro-bending. The 6s has strengthening to stop bending

The “solution” is that they can either have a repair shop reseat the IC
Or they can replace with a refurbished unit

I’ll see what Apple says but I’m not holding my breath, I assume they are going to ask me to pay for repair

 
 
 
 


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  Reply # 2059059 19-Jul-2018 21:37
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The following link might be useful. 

 

https://www.apple.com/nz/support/exchange_repair/








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Geek


  Reply # 2059065 19-Jul-2018 21:49
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Thanks for that

Not too thrilled by that response
https://www.apple.com/nz/support/iphone6plus-multitouch/ which says:
Apple has determined that some iPhone 6 Plus devices may exhibit display flickering or Multi-Touch issues after being dropped multiple times on a hard surface and then incurring further stress on the device.

If your iPhone 6 Plus is exhibiting the symptoms noted above, is in working order, and the screen is not cracked or broken, Apple will repair your device for a service price of NZ$ 274.

My phone definitely has not had multiple drops etc. and don’t really want to pay 300$ to get back to a 4 year old version that’s still suceptable to the same issue



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  Reply # 2059067 19-Jul-2018 21:51
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And it’s annoying there are no support options other than calling and talking, would prefer to be able to email so I have a record of what they say

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  Reply # 2059076 19-Jul-2018 22:14
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Dingfelder: And it’s annoying there are no support options other than calling and talking, would prefer to be able to email so I have a record of what they say

 

There is live chat. I've done this for a recent replacement of my iPhone 8+.







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Geek


  Reply # 2059077 19-Jul-2018 22:20
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I tried that (on my iPad) and it asks for a serial number, when I entered that it says I’m out of warranty so not eligible for support.

On a different angle, I tried Spark’s chat support but it doesn’t launch.for me (iPad) so I tweeted them a description

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  Reply # 2059078 19-Jul-2018 22:23
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Dingfelder: I tried that (on my iPad) and it asks for a serial number, when I entered that it says I’m out of warranty so not eligible for support.

On a different angle, I tried Spark’s chat support but it doesn’t launch.for me (iPad) so I tweeted them a description


Just click the ‘covered exception’ option that comes up on that screen, and then choose any of the exceptions. They still help as if you are under warranty.

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  Reply # 2059080 19-Jul-2018 22:29
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I wondered about this and when it would come up. :)

If I had an iPhone 6 Plus with this issue, I’d definitely be talking to Apple about a replacement 6s plus, since it is a manufacturing defect. A replacement 6 Plus will more than likely eventually have the same issue.
And really it should be covered under the cga at no cost to you.




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  Reply # 2059082 19-Jul-2018 22:31
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CYaBro: 
And really it should be covered under the cga at no cost to you.

 

That is a lovely dream and bets are that there is no way it will happen.








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  Reply # 2059092 19-Jul-2018 22:51
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Spark got back to me with a polite message

Not good to hear that you are having trouble with your iPhone! We cover all or our devices under warranty for 2 years but it sounds from the above that you are out of warranty. If you believe this to be an acknowledged Apple issue you are best to get back to Apple directly for further recourse. Alternatively, as you purchased the device from Spark you can pop into your Local Spark store and they can arrange to have it sent to our Apple authorised repair agents for assessment.

I’ll try again tomorrow with contacting Apple

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  Reply # 2059102 19-Jul-2018 23:30
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Brumfondl:

CYaBro: 
And really it should be covered under the cga at no cost to you.


That is a lovely dream and bets are that there is no way it will happen.



You’d be quite surprised at what Apple actually cover on some devices.




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  Reply # 2059103 19-Jul-2018 23:42
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CYaBro:
Brumfondl:

 

CYaBro: 
And really it should be covered under the cga at no cost to you.

 

 

 

That is a lovely dream and bets are that there is no way it will happen.

 



You’d be quite surprised at what Apple actually cover on some devices.

 

Believe me when I say I wouldn't be :)






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  Reply # 2059106 20-Jul-2018 00:01
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Dingfelder: Spark got back to me with a polite message

Not good to hear that you are having trouble with your iPhone! We cover all or our devices under warranty for 2 years but it sounds from the above that you are out of warranty. If you believe this to be an acknowledged Apple issue you are best to get back to Apple directly for further recourse. Alternatively, as you purchased the device from Spark you can pop into your Local Spark store and they can arrange to have it sent to our Apple authorised repair agents for assessment.

I’ll try again tomorrow with contacting Apple

 

 

 

There is no set time limit on the CGA coverage as it depends on many factors,  so I don't know why they mention 2 years to you . Apples warranty on iphones in NZ  is only 1 year according to their warranty page .  I would ask to escalate it with Spark management and mention the CGA, especially considering it is a known problem with some phones.  This is a recent story on CGA and Apple, with customers being told that they only had a 2 year guarantee, which is odd considering it says it is only 1 year on their website.  https://www.stuff.co.nz/business/industries/104319587/apple-warned-by-commerce-commission-for-misleading-customers-about-replacement-rights . The fact that you have dropped it and had it repaired though may complicate things. Was it done by an authorised repair agent, as potentially damage or a bad repair could have contributed to the problem.? But if it was an insurance claim I would hope it was repaired properly by authorized agents.

 

 




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  Reply # 2059118 20-Jul-2018 04:50
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Yes, was repaired by authorised agent

I agree re confusion re warranty so I’ll ask about that

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