New in OS X: Get MacRumors Push Notifications on your Mac

Resubscribe Now Close

Apple Initiates iPhone 5 Sleep/Wake Button Replacement Program [Updated]

Friday April 25, 2014 3:22 pm PDT by Jordan Golson
Iphone5sApple has initiated a recall of some iPhone 5 models because the Sleep/Wake button may "stop working or work intermittently", according to an Apple statement given to The Loop.

The company has created a special support website for the recall where customers can enter their iPhone serial number and see if their phone is one of the "small percentage" of iPhone 5 models that are affected.

Affected phones can be brought to an Apple Retail Store or Apple Authorized Service Provider, though the phone will need to be sent to an Apple Repair Center for servicing. Stores will have some iPhone 5 16GB models available as loaners. Another option is mailing the iPhone to Apple, with details available on the recall program's website.
Replacement of the sleep/wake button mechanism is done at an Apple Repair Center. There are two ways to send your iPhone to the repair center—carry-in or mail-in. See below for details. The replacement process takes approximately 4-6 days from the time your iPhone is received at the repair center until it is returned to you. Your iPhone will be examined prior to any service to verify that it is eligible for this program and is otherwise in working order. Before sending your iPhone to Apple for service, you will need to back up all your data and erase all your content and settings.
Users who believe they have paid for an out-of-warranty replacement to rectify this issue should contact Apple regarding a refund and the company notes that this does not extend warranty coverage for any other issues. Additionally, the program is only effective for two years after the initial retail purchase of the iPhone 5 unit in question, meaning buyers who purchased the iPhone 5 when it first was released have at least five months to have their machines repaired.

Apple requires that any phone that receives a sleep/wake button replacement under the program be upgraded to iOS 7.

Update: In addition to repairs, U.S. Apple store employees have been offering iPhone 5 users with a faulty sleep/wake button a $350 trade-in credit towards a new device, according to multiple tipsters.

Apple is only giving the credit to users who specifically ask about an upgrade, but the credit amount is above what the store typically gives for an iPhone 5 trade-in. The phone must be in full working order aside from exhibiting sleep/wake issues.

[ 551 comments ]


Top Rated Comments

(View all)

Avatar
omenatarhuri
63 months ago
The phone in the article image is 5S, not 5. :eek::eek::eek::eek::eek::eek:
Rating: 22 Votes
Avatar
nojkepop
63 months ago
Actually had this problem with my iPhone 5 and they replaced the device a few months out of warranty with no hesitation. This was back in January I believe.
Rating: 9 Votes
Avatar
radcliff
63 months ago
I had this problem...

But my mobile phone company Telia, in Sweden, replaced the phone while I was grabbing a cup of tea. They just made sure it wasn't water damaged and then replaced it for a brand new iPhone5, free of charge. I'm much more happy than I would have been to be without the phone for several days and then just get it repaired.
Rating: 8 Votes
Avatar
colinstalter
63 months ago
My iPhone 5 had this problem. The lock button totally stopped moving.

At the time they just gave me a new iPhone, which was pretty nice.
Rating: 8 Votes
Avatar
Morky
63 months ago
Hilarious - just had to tell Apple support tech to go to Macrumors to find the link for this as they were not alerted.
Rating: 6 Votes
Avatar
mrblack927
63 months ago
I had this problem 6 weeks after my warranty expired and Apple told me it would cost $269 to fix it. No leeway at all. They insisted that it was not a manufacturing defect and not a widespread issue. So I had to buy the part from iFixit and do the repair myself. I wonder if they'll refund me for that. :rolleyes:
Rating: 5 Votes
Avatar
Keymaster
63 months ago
I haven't had a single issue with mine, but it's eligible for replacement. Not sure yet if I should bother since it's working just fine...they do provide a replacement phone to use while yours is in for service.
Rating: 5 Votes
Avatar
IvanX
63 months ago
I checked my iPhone 5's serial number and found out that I am eligible. Time for a repair methinks.

Worth noting:

If you are running iOS 6, your iPhone will need to be upgraded to iOS 7 after the sleep/wake button mechanism is replaced.

Rating: 5 Votes
Avatar
jamesjingyi
63 months ago
Umm... Why is there a pic of the 5S not the 5 since the error does not affect the 5S?

MacRumors, you're supposed to be experts :P
Rating: 4 Votes
Avatar
TantalizedMind
63 months ago

Why can't this be extended to the iPhone 4 and 4S that have the exact same problem???


Because Apple is mad we haven't bought a new iPhone in 3+ years.
Rating: 3 Votes

[ Read All Comments ]