I'm new to this forum! I thought would share my recent experience with the community after 2 iPhone X's with screen related problems.
I ordered my first iPhone X through Carphone Warehouse (in the UK)... It arrived on November 3rd on time. Upon opening the package and feeling the phone I immediately felt there was something wrong... the screen was not flush in the steel bezel on the right hand side, and I could feel it protruding out. If it was just cosmetic I wouldn't be too concerned, however the fact that it is not flush could have been due to defective battery. The small gap between the screen and bezel can also potentially allow water through. If you were to look at the phone front on you can see the screen bending! The phone did function properly in all other aspects.
After I went though the process of calling Apple and Carphone Warehouse to see what could be done, I ended up at a dead end... Surprise, surprise neither vendor had any iPhone X's available and none for at least 2-4 weeks. Additionally Apple doesn't yet have any tools to repair iPhone X's. This left me with 2 options: 1) Get a full refund (and try to get new replacement phone myself) or 2) Get a replacement from CPWH when the stock was in.
The second option would leave me without a phone in the meantime, and quite frankly I don't trust CPWH with deadlines, as just going to their twitter feed you can see that customer haven't received phones on the date CPWH told them.
I opted for option 1), keep the phone until the last day of the refund period. At this point I began investigating how to get another in the next 12 days I had till the end fo the return/refund period.
After 5 days and trawling the internet I managed to reserve a phone in an Apple Store about an hour away. All good.
I get to the store have to queue...strange as I just reserved it and its not like its release day. 25-30 minutes later its my turn. It seems the reason I have to queue is that most customers ahead of me are on the upgrade program, or using financing (why couldn't a normal apple store rep help? It was a conventional purchase). I finally get the phone.
I open the second iPhone to find that the screen isn't responding to any touch. I decide to do the normal full reset. This is tricky but possible. Still doesn't work. Now I call Apple explaining my frustration. The rep says hold power button and home button.... 'but wait', I tell him, there is no home button. Now he tells me to hold the power button, the 'Slide To Power Off' appears, however the screen doesn't respond to touch. He doesn't know what to do! He then proceeds to give me the usual chat... 'I'll make an appointment... where's your local Apple Store?'. I stop him. He then proceeds to tell me 'To be honest... Get the iPhone 8'. He doesn't give me an explicit reason as to why, but he does acknowledge that there have been some issues with the X.
I put down the phone and have a Google, I find that I'm not the only one having the issue.
This whole experience has been the opposite of what I thought Apple selling points are - good quality products, comprehensive support etc. Instead I've now got 2 iPhones X's - One as good a £$1000+ paperweight, and I've got to waste another couple more of hours to sort out. All I want it a working phone.
I've attached some photos and video of the issue I'm having. I will go into my local Apple Store tomorrow to try to get this sorted. The working phone is actually very good. It seams that in all Apple's haste, they have slacked on the quality control of the phone. The first phone needs to be looked at closely, however the second phone was simply a touch test!
My family runs on Macs, in the house we have 7+ Mac's, and plenty of iPhones, I have never had issues this bad. Either I am very unlucky, or Apple is having a tough time maintaining quality standards due to the demand for the iPhone X.
FYI the iPhones 's in question are both Sliver 256GB.
Updates to follow.
Photos of Screen protruding: https://ibb.co/mpuT8G, https://ibb.co/fZ6aoG
Video of Screen not woking: http://sendvid.com/6uhqjv7x
I ordered my first iPhone X through Carphone Warehouse (in the UK)... It arrived on November 3rd on time. Upon opening the package and feeling the phone I immediately felt there was something wrong... the screen was not flush in the steel bezel on the right hand side, and I could feel it protruding out. If it was just cosmetic I wouldn't be too concerned, however the fact that it is not flush could have been due to defective battery. The small gap between the screen and bezel can also potentially allow water through. If you were to look at the phone front on you can see the screen bending! The phone did function properly in all other aspects.
After I went though the process of calling Apple and Carphone Warehouse to see what could be done, I ended up at a dead end... Surprise, surprise neither vendor had any iPhone X's available and none for at least 2-4 weeks. Additionally Apple doesn't yet have any tools to repair iPhone X's. This left me with 2 options: 1) Get a full refund (and try to get new replacement phone myself) or 2) Get a replacement from CPWH when the stock was in.
The second option would leave me without a phone in the meantime, and quite frankly I don't trust CPWH with deadlines, as just going to their twitter feed you can see that customer haven't received phones on the date CPWH told them.
I opted for option 1), keep the phone until the last day of the refund period. At this point I began investigating how to get another in the next 12 days I had till the end fo the return/refund period.
After 5 days and trawling the internet I managed to reserve a phone in an Apple Store about an hour away. All good.
I get to the store have to queue...strange as I just reserved it and its not like its release day. 25-30 minutes later its my turn. It seems the reason I have to queue is that most customers ahead of me are on the upgrade program, or using financing (why couldn't a normal apple store rep help? It was a conventional purchase). I finally get the phone.
I open the second iPhone to find that the screen isn't responding to any touch. I decide to do the normal full reset. This is tricky but possible. Still doesn't work. Now I call Apple explaining my frustration. The rep says hold power button and home button.... 'but wait', I tell him, there is no home button. Now he tells me to hold the power button, the 'Slide To Power Off' appears, however the screen doesn't respond to touch. He doesn't know what to do! He then proceeds to give me the usual chat... 'I'll make an appointment... where's your local Apple Store?'. I stop him. He then proceeds to tell me 'To be honest... Get the iPhone 8'. He doesn't give me an explicit reason as to why, but he does acknowledge that there have been some issues with the X.
I put down the phone and have a Google, I find that I'm not the only one having the issue.
This whole experience has been the opposite of what I thought Apple selling points are - good quality products, comprehensive support etc. Instead I've now got 2 iPhones X's - One as good a £$1000+ paperweight, and I've got to waste another couple more of hours to sort out. All I want it a working phone.
I've attached some photos and video of the issue I'm having. I will go into my local Apple Store tomorrow to try to get this sorted. The working phone is actually very good. It seams that in all Apple's haste, they have slacked on the quality control of the phone. The first phone needs to be looked at closely, however the second phone was simply a touch test!
My family runs on Macs, in the house we have 7+ Mac's, and plenty of iPhones, I have never had issues this bad. Either I am very unlucky, or Apple is having a tough time maintaining quality standards due to the demand for the iPhone X.
FYI the iPhones 's in question are both Sliver 256GB.
Updates to follow.
Photos of Screen protruding: https://ibb.co/mpuT8G, https://ibb.co/fZ6aoG
Video of Screen not woking: http://sendvid.com/6uhqjv7x
