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Apple Preparing Diagnostic Tool in New iOS Update as iPhone 6s Battery Issue Expands
A few days after issuing a message on its Chinese website regarding the battery shutdown issue plaguing some iPhone 6s users, Apple today added a new message onto the site. The update reiterates on the cause of the issue -- some batteries were exposed to "controlled ambient air" during manufacturing -- while also expanding the scope of the affected range of customers facing the problem.
In the original message, Apple noted that "a small number" of iPhone 6s smartphones made in September and October of 2015 were facing unexpected shutdowns due to their prolonged exposure to controlled ambient air. Now, Apple said that it's discovered a few customers "outside of the affected range" who have also been facing unexpected shutdowns of their iPhone 6s devices.
For those who think their iPhone 6s is affected, Apple launched a repair program last month offering free battery replacements for any iPhone 6s manufactured between September and October 2015 which are experiencing shutdowns. There's also a new tool so customers can enter their iPhone's serial number to see if it's eligible for the replacement program.
In the original message, Apple noted that "a small number" of iPhone 6s smartphones made in September and October of 2015 were facing unexpected shutdowns due to their prolonged exposure to controlled ambient air. Now, Apple said that it's discovered a few customers "outside of the affected range" who have also been facing unexpected shutdowns of their iPhone 6s devices.
A small number of customers outside of the affected range have also reported an unexpected shutdown. Some of these shutdowns can occur under normal conditions in order for the iPhone to protect its electronics. In an effort to gather more information, we are including additional diagnostic capability in an iOS software update which will be available next week. This will allow us to gather information over the coming weeks which may potentially help us improve the algorithms used to manage battery performance and shutdown. If such improvements can be made, they will be delivered in future software updates.As it continues to face new issues with the "small number" of affected customers, Apple is preparing an iOS update that it said will introduce an "additional diagnostic capability" so the company can gather information and improve its ability to manage the battery performance levels and untimely shutdowns. The update, presumably iOS 10.2, will be made available sometime next week, and Apple mentioned that if any improvements and solutions are discovered thanks to the diagnostic tool, "they will be delivered in future software updates."
For those who think their iPhone 6s is affected, Apple launched a repair program last month offering free battery replacements for any iPhone 6s manufactured between September and October 2015 which are experiencing shutdowns. There's also a new tool so customers can enter their iPhone's serial number to see if it's eligible for the replacement program.
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33 months ago
a few customers "outside of the affected range"
...including me and a few other forum members around here with iPhone 6 devices...
33 months ago
So two comments.
1. If they were able to backtrack the issue to "ambient air", then isn't is possible they knew that already and let those phones out into the market anyway with fingers crossed?
2. It's always "a few." - Apple really needs to stop using phrases like this as PR spin. It's now become cliche/hyperbole.
1. If they were able to backtrack the issue to "ambient air", then isn't is possible they knew that already and let those phones out into the market anyway with fingers crossed?
2. It's always "a few." - Apple really needs to stop using phrases like this as PR spin. It's now become cliche/hyperbole.
33 months ago
lol a few.... My 6 does it at around 30 percent then when it turns back on it has higher percent then when it shut off
33 months ago
Wife's phone has this issue and is on the recall list. Brought into an Apple store location over the weekend. They did NOT AT ALL want to do the battery replacement - basically blaming her for the issue by using apps, having location services for certain apps, using the phone to talk... it was pathetic. I flat out said this is on the recall list, it's all the signs that were reported, swap the battery. They reluctantly agreed.
Battery part is on backorder and will be 2-4 weeks before in stock. Then will be a 1-2 hour appointment for them to swap and fix. This should have just been replaced in store with a new phone. Terrible customer service.
Battery part is on backorder and will be 2-4 weeks before in stock. Then will be a 1-2 hour appointment for them to swap and fix. This should have just been replaced in store with a new phone. Terrible customer service.
33 months ago
I have a 6s Plus that has this issue, but the program says my serial number is not eligible for the program.
With my phone, the shutdown doesn't happen until it gets down to 10% though. But sometimes, it seems like the battery % drops rather quickly for no apparent reason. I would close all the apps, and not do a thing on it, and it drops from 30% to 10% in about one hour.
I have Apple Care on the 6s Plus, so that should cover it I guess.
I have the same problem, 6s Plus and my serial is not eligible also.
The last few days, my battery drains from 30% down to single digits pretty fast. If I do a hard reset, the phone powers back on with 20-30% battery and lasts for a couple hours. The phone is a month over 1 year old. Not good life for a $700 phone.
33 months ago
For those who think their iPhone 6s is affected, Apple launched a repair program ('https://www.macrumors.com/2016/11/20/iphone-6s-shutdown-repair-program/') last month offering free battery replacements for any iPhone 6s manufactured between September and October 2015 which are experiencing shutdowns.
I have a 6s Plus that has this issue, but the program says my serial number is not eligible for the program.
With my phone, the shutdown doesn't happen until it gets down to 10% though. But sometimes, it seems like the battery % drops rather quickly for no apparent reason. I would close all the apps, and not do a thing on it, and it drops from 30% to 10% in about one hour.
I have Apple Care on the 6s Plus, so that should cover it I guess.
33 months ago
This particular store has gone down hill in the past 2-3 years under a new manager. Several years back, I had a strong relationship with them as a "premiere business customer" who was responsible for large PO orders for a former client/partner that I brought to the store. They stopped their business services and restructured internally in the past several years. Now it's basically an iOS shop. When you walk in, it's hard to find an actual computer anywhere. No more Mac Pro's in store at all. Only one iMac was in store.
I've been an Apple user for 10+ years and pretty tech savvy. The few times I've had issues as a business customer, they were serious issues that required a full part replacement under Apple Care - failed GPU, failed logic board, failed PSU, etc. The last time I brought a computer with an issue into the store, I knew this wasn't the same place it had been. Honestly, it's only gotten worse. As a fan, I hate to say that. As a product user who relies on their "stuff" for business work, it makes me sad and frustrated. This sort of experience fully explains why people in the business community have started going back to Windows-based machines.
And yes, they're basically telling her she's not using the phone correctly. It was every parody wrapped up into one tech appointment. Worst part was trying to book an appointment for this - online was a 2+ week wait, so we had to show up in store, make the same-day walk-in appointment, then come back later in the day. The store experience was bad, but the customer service was worse.
He handled high volume business orders with Apple for his employer starting almost as soon as Steve Jobs came back and turned Apple around. He is in charge of deciding which devices pretty much all of the employees would get and he went with Apple until about last year, when Apple started hemming and hawing about having enough newly released devices to sell him. He himself needed one of their new laptops for a business trip and they honestly did go out of their way to secure one for him, but it took several weeks. And if I remember correctly, he ended up having to buy and take a Surface of some kind with him on the trip instead. He's since become a convert to MS Surfaces of various kinds for the employees, and for our home use we plan to once again go back to building our own PC's like we did when we were in our 20's.
I'm sure you understand it is one thing for a customer to go to buy an Apple product for home/personal use and find they are back ordered for several weeks, but for a business purchase, this situation is untenable. And absolutely, they're an iOS shop now. My husband is also going through the process of transitioning the employees to Windows based desktop machines as their existing computers age out. We totally empathize with your situation.
We thought at least iOS would be rock solid, as that seemed to be where Apple has turned its focus. But when I decided to experiment with Android this year, my husband followed and loved it and switched and now doesn't even look at iPhones.
I myself won't go that far, yet. I'm wary of getting entrenched in any one system and environment again. At 50, intend to experiment and learn more about tech, not less. I don't want to be the old lady who has to call my grandkids to help me use my phone. My dad and my mother-in-law are in their 80's and growing more tech savvy every year.
33 months ago
I have a Genius Bar yesterday for tomorrow (12/7) at 12:45 for a 6s program battery replacement. Let's hope they have batteries available and this goes smoothly.
I made my appointment and while I am not one to complain about a free repair - my experience thus far has not been great.1 - Trying to schedule an appointment and find out details of this program were extremely frustrating - The Apple Store I called I could never get through, then Apples robot directed me to Apple Care where I waited on the phone for over an hour before giving up and just trying the online chat.
2 - Once on the online chat I was assured that I would be given my iPhone back and not a refurbished phone, and the repair would be done the same day. The "genius" made an appointment for me since I could not get through to my local store.
3- I went to the Apple Store and they took a look at my phone - determined I was eligible, and I have had terrible communication with the store thus far. The store told me the part would be in over the weekend, it's now Tuesday and I still have not heard from the store. I followed up yesterday and they told me the part would be later that day. Still have not heard anything.
4- Just waiting to see when the part comes in so I can plan my day around this as the store is near where I work.
Hopefully it really does only take a few hours to complete - but thus far my process has been slow and inefficient.
Apple's customer support used to be pretty good - but I can't even call my individual store without being re-routed through Apple Care and getting someone to speak to them for me. It's very frustrating and seems ridiculous that I can't just call up my local store and speak with an employee.
33 months ago
an iOS software update which will be available next week.
I guess we know when iOS 10.2 is coming out, not that it is surprising.
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