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Apple Launches iPhone X Display Module Replacement Program to Address Touch Issues

Friday November 9, 2018 2:07 pm PST by Juli Clover
Apple today announced a new display replacement program for the iPhone X, which will see the company replacing iPhone X displays that exhibit touch issues.

According to Apple, some iPhone X displays can experience problems with responsiveness due to a display module component that can fail. Affected devices have a display or part of a display that does not respond to touch or responds intermittently, or a display that reacts without being touched at all.


Apple says that customers experiencing this issue can get a replacement display module from an Apple retail store or Apple Authorized Service Provider at no cost.

There is no serial number check nor specific time period that outlines when affected devices were sold, so presumably this display component failure can impact any iPhone X device. Complaints about ghost touches and displays that fail to respond to touch have been circulating on the MacRumors forums for several months now, dating back to when the iPhone X was first released.

iPhone X users with a display that has these symptoms should visit an Apple retail store location, find an Apple Authorized Service Provider, or contact Apple Support to arrange mail-in service to get a replacement.

Apple recommends customers back up their iPhones to iTunes or iCloud before pursuing repair, and the company warns that other damage, such as a cracked screen, may need to be addressed before the display repair can be completed.

This Apple program does not extend the standard warranty coverage of the iPhone X, and repairs may be restricted or limited to the original country of purchase. The program covers affected iPhone X devices for three years after the first retail sale of the unit.

Apple says that if customers affected by this issue already paid for a repair, they can contact Apple Support for a refund.

Related Roundup: iPhone X
[ 239 comments ]


Top Rated Comments

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SteveJUAE
10 months ago
This is a worrying defect if it can happen to any one at any time, just seems to be happening far too often of late with Apple products :rolleyes:
Rating: 16 Votes
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xero9
10 months ago
Mine does this and I always thought it was somehow my case.

I’m scared to bring it in though because I had my 6s replaced under warranty and the replacement was a total piece of ****. I had to take it back again and even the new replacement had a dead pixel when taking videos.

I spent $1,700 CAD on this thing.. they should just give me a brand new phone.
Rating: 10 Votes
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Martius
10 months ago
Still waiting for the "touchbar replacement program for 15inch MBP". You know, a program where you can get classic function keys instead of that bloody touchbar.
Rating: 9 Votes
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dilbert99
10 months ago

Mine does this and I always thought it was somehow my case.

I’m scared to bring it in though because I had my 6s replaced under warranty and the replacement was a total piece of ****. I had to take it back again and even the new replacement had a dead pixel when taking videos.

I spent $1,700 CAD on this thing.. they should just give me a brand new phone.

Apple only likes giving people second hand phones so that they can make even more profits.

And before the fans go wild, yes the device is technically second hand if it were previously purchased. No amount of replacing a battery or xyz negated that FACT.

In other news, might be going shopping for an iPhone today...
Rating: 7 Votes
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jona2125
10 months ago
It's crazy to me that it's taken this long for them to accept this was a problem. Their own store employees acknowledged this issue since the spring.
Rating: 6 Votes
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ani4ani
10 months ago

Apple has always had the best support. Good luck getting this kind of support with any other device.


Good support? It’s an urban myth. This magical service everyone talks about is mostly subsided by oppressively expensive AppleCare or at best you finally get what you paid for. When I pay £1000+ for a phone, it is supposed to include a perfectly working screen. Ultimately receiving one as a recplacement is not free of charge (often quite the opposite with the inconvenience of getting to and finding an Apple store and waiting hours).
Rating: 5 Votes
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pratikindia
10 months ago
Every Apple product in last 8 years have defects. What happened to Apple quality control? I am having the same issue with my iPhone X and thought that I am not touching properly. Bad Apple.
Rating: 5 Votes
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FRVES
10 months ago
Yes, there are some touch issues with my iPhone X. I will schedule an appointment.

Appointment on 11/10/18, will advise of results.

Waiting on the installation of a new display. All other functions passed Apple diagnostics test.

New display installed on 11/10/18. Just under 3 hours wait time. No charge repair.
Rating: 4 Votes
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RudySnow
10 months ago
I often wonder if repairs, battery replacements, and “recalls” fall in to the Apple Services category.

If that’s the case, in their current trend, Apple WILL reach $100 billion by Q42019.
Rating: 4 Votes
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4jasontv
10 months ago

By request? No. It's not up to the customer to stipulate the remedy - just read the warranty. That's the document that, among other things, explains the remedies available to the customer. As in any warranty, from any company, no matter how "premium" the product, the company, not the customer, gets to determine the remedy.

Whole-unit replacement is always a possibility, based on Apple's decision. Traditionally, if they're not able to do the display replacement in a reasonable amount of time, they may choose to offer a replacement. However, on a day-to-day basis, a display replacement will be Apple's first choice, because overall it's more efficient and cost-effective.

Should I bore you with the details? First off, if whole-unit replacement was the standard approach, every store would have to have sufficient inventory of replacement units matching every configuration. Specifically in this case, every amount of Flash storage, but depending on the model, every cellular radio type (GSM or CDMA), too (color is a variable in nearly every case). Since the same display module is used regardless of Flash storage, only two parts need be maintained in stock (space gray or silver display) instead of four (space gray 64 GB, space gray 256 GB, silver 64 GB, silver 256 GB). For models that come in more colors and more Flash configurations, it gets even worse (typically, even when there are three or more colors of case, only two display module colors are typically required - white or black, based on the bezel color).

You'd likely think it'd be stupid for a car company to issue replacement vehicles instead of repair a defective part. Why is it so much harder for people to understand the same principle applies to iPhones, too? In the case of iPhones there aren't a lot of parts that can be economically repaired on site, but when those parts can be replaced efficiently, they're going to be.

Based on the comments of many others in this thread, who feel that the more expensive solution is preferable... This is Economics 101. The estimated cost of warranty service is built into the price of the product, just like the cost of physical components, labor, shipping, advertising, etc. The more expensive warranty service is (due to either defect rates or cost of repair), the higher the initial product price must be. In other words, if, as a matter of course, brand-new units are provided as warranty replacements (even when module/part replacement is all that's necessary), that higher cost must be factored into the original price of the product. As always, the customer will be happier to get more at the same price - who wouldn't be? However, since that would require the company to take a lower profit, and the only motivation any company has to be in business is to make a profit... what are the chances?


“Reasonable amount of time” as defined by Apple, not the customer. The six hours of driving to get to and return from an Apple store is already an unreasonable amount of time. Making the customer wait at the store while they try and fix apples mistake is insult to injury. But let’s go with the car analogy. I drop my car off for repair and they give me a loaner. When *I* am ready to pick it up I come back and get it and give them their car back. They made a manufacturing mistake and their job is to inconvience the customer as little as possible. They screwed up, and they are in no way owed to profit of the prior transaction.
Rating: 4 Votes

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