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'GSX' Articles

Some Apple Watch Series 2 Repairs May Qualify for Series 3 Replacement Until Further Notice

Until further notice, repairs of 38mm aluminum Apple Watch Series 2 models will be fulfilled with equivalent Series 3 models due to a temporary shortage of unspecified parts, according to an internal document shared with Apple Stores and Apple Authorized Service Providers today. The internal document, obtained by MacRumors, reminds technicians that Series 3 models require an iPhone compatible with watchOS 4 or later. Apple instructs technicians to notify ‌iPhone‌ 5 and ‌iPhone‌ 5c customers of their option to upgrade their ‌iPhone‌ to resolve this incompatibility. If a customer is unable to accept the substitute Series 3 model, Apple says they can contact Apple support to request a refund. Apple has offered similar Apple Watch repair substitutions in the past due to parts shortages, providing some lucky customers with an upgrade to a newer generation of the device at a fraction of the brand new price, but we obviously do not recommend abusing this temporary good-will policy. To initiate a repair, head to the Get Support page on Apple's website and book an appointment with an Apple Store or Apple Authorized Service Provider. We cannot guarantee that all locations will acknowledge existence of this internal policy, especially given it has no firm end date, so your mileage may

Apple Updates Repair Policy for iPhone X Units With Face ID Issues

Apple has updated its service policy for a limited number of iPhone X units that may be experiencing issues with Face ID. Apple Stores and Apple Authorized Service Providers are now authorized to perform a whole unit replacement for iPhone X units with Face ID issues, instead of a display repair, according to an internal document obtained by MacRumors. Apple Stores and Apple Authorized Service Providers have been advised to first run diagnostics on the iPhone X's rear camera and potentially repair that system if necessary to see if that resolves the problem. If the issues persist, then a whole unit replacement is now permitted, the document states. There appears to be some kind of link between failure of the iPhone X's rear camera and front TrueDepth system, although it's not entirely clear. The document in full reads:In order to provide the best customer experience, if a customer reports that their iPhone X is having Face ID issues, you may be able to resolve the issue with a rear camera repair. Run AST 2 on the customer’s device to check the camera. If the diagnostics find issue with the camera, perform the repair to see if the issue is resolved. If the issue is not resolved, perform a whole unit replacement instead of a same-unit display repair.Apple has not commented on this matter publicly, or launched any sort of official repair program, as these are internal guidelines. Affected customers can book an appointment with an Apple Authorized Service Provider or Apple Store via the Contact Apple Support page: iPhone → Repairs & Physical Damage → The

Apple Still Offering Free Delayed Battery Repairs for Some 2012 and Early 2013 MacBook Pros

If you own a 15-inch MacBook Pro with Retina display released in Mid 2012 or Early 2013, and your notebook qualifies for battery service, the repair should be free if you are willing to wait for around one month. Apple has advised Genius Bar employees and Apple Authorized Service Providers to offer these customers a free battery repair if they are willing to wait until at least November 15 for the service to be completed. Apple has offered this option since August 25 due to a continued shortage of the aluminum enclosure that the battery is glued into on the aforementioned MacBook Pro models, according to an internal memo obtained by MacRumors. Top case with glued-in battery for Mid 2012 15-inch MacBook Pro via iFixit If a customer does not wish to delay the repair, Apple says that standard out-of-warranty prices for battery service apply: $199 in the United States, £199 in the United Kingdom, $289 in Australia, or $259 in Canada. The policy doesn't apply to any other Mac, including the 13-inch MacBook Pro, 12-inch MacBook, MacBook Air, or models without Retina displays. To check if your qualifying MacBook Pro needs battery service, click on the Apple logo in the menu bar. Then, click on About This Mac > System Report > Power. In the Health Information section, the condition should say "Service Battery." Apple will confirm if the MacBook Pro qualifies for battery service by performing a diagnostic test at the Genius Bar at most Apple Stores. Repairs are allowed for failed, consumed, and swollen batteries. Apple is no longer offering customers the

Apple No Longer Replacing Some MacBook Pros Needing Battery Service With Newer Models

In an internal memo obtained by MacRumors, Apple has informed Genius Bar employees and Apple Authorized Service Providers that it is actively working to rebuild worldwide supply of top case assemblies with batteries for Mid 2012 and Early 2013 models of the 15-inch MacBook Pro with Retina display. Apple's memo says, effective July 26, service inventory of top case assemblies with batteries is now available for new repairs. The directive adds that MobileGenius, the service and support tool that Genius Bar employees use on the iPads they carry around, has stopped presenting messages about delayed repairs. For all new repair requests, Apple advises Genius Bar employees and Apple Authorized Service Providers to order the necessary inventory. Apple advises its service providers to inform customers that the inventory should arrive within 15 business days of the part order, corresponding with early August. Prior to today, a customer with an eligible MacBook Pro that failed Apple's battery diagnostic test was offered the option of exchanging the notebook for a functionally equivalent model. Or, customers could wait until battery inventory became available, in exchange for Apple covering the cost of the repair. Likely because Apple no longer makes Mid 2012 and Early 2013 models of the 15-inch MacBook Pro, the functionally equivalent model ended up being a refurbished 2015 MacBook Pro, or sometimes even a 2016 or 2017 model, according to many customers who shared their experiences on MacRumors and Reddit. What made the deal so compelling is that, for the exchange,

Apple Exchanging Some 2012 and Early 2013 MacBook Pros Needing Battery Service With Newer Models [Updated]

After hundreds of charging cycles, a MacBook Pro's battery begins to lose its ability to hold a charge and should be replaced. Apple offers battery service free of charge with AppleCare+ coverage, or it charges an out-of-warranty fee of $199 in the United States, £199 in the UK, or $259 in Canada. Due to a severe constraint of top case assemblies with glued-in batteries, however, Apple has informed its Genius Bar employees and Apple Authorized Service Providers it is currently unable to service the batteries of 15-inch MacBook Pro with Retina display models released in Mid 2012 and Early 2013. According to Apple's internal directive, obtained by MacRumors, top case assemblies with batteries for the aforementioned MacBook Pro models will remain severely constrained until September 15, 2017. The directive does not identify a reason for the shortage, which has been ongoing since at least March. As a temporary solution, Apple's directive says customers may choose to delay battery service until inventory becomes available, in exchange for Apple covering the cost of the repair. Alternatively, to avoid the delay, Apple's directive says customers may exchange the MacBook Pro for a functionally equivalent model. Given the affected MacBook Pro models were released between four and five years ago, however, an increasing number of customers have shared stories of Apple replacing their notebooks with significantly newer models. Reddit user NoTNoS, for example, said Apple exchanged his 2012 model 15-inch MacBook Pro for a 2017 model 15-inch MacBook Pro with Touch Bar.

Apple May Replace Some Original Apple Watch Models in Need of Repair With Series 1 Models

Apple today informed retail store employees and Apple Authorized Service Providers that some original first-generation Apple Watch models that require repairs can be replaced with Series 1 Apple Watch models. The substitutions are limited to aluminum Apple Watch models in Silver, Space Gray, Gold, and Rose Gold, and are only available in some countries, which were not specified in Apple's directive.In some countries, Apple Watch Aluminum (1st generation) parts (in all colors) may be substituted with Apple Watch Aluminum (Series 1) parts. The parts substitution should now be working properly in MobileGenius and Repair Central.Apple Watch Series 1 models, which were introduced alongside the Series 2 Apple Watch in September of 2016, are nearly identical to original Apple Watch models, with the exception of the processor. In Series 1 Apple Watch models, there's an upgraded dual-core S1P chip, which is similar to the S2 chip in the Series 2 but without GPS capabilities. Original Apple Watch models are no longer covered by Apple's one-year warranty, but customers who purchased AppleCare for their watches are still eligible for no-cost repairs of manufacturing issues for two years from the date of purchase.

Apple Offering Free Smart Keyboard Repairs Under New 3-Year Policy

Apple has initiated a new three-year service policy for the Smart Keyboard for both the 9.7-inch and 12.9-inch iPad Pro, MacRumors has learned. Apple has determined that some Smart Keyboards may experience "functional issues" during use, such as the Smart Connector not working or certain keys sticking, repeating, or not responding, according to an internal memo distributed to Apple Stores and Apple Authorized Service Providers last week. Apple says it will service any qualifying Smart Keyboard free of charge within three years of the date it was originally purchased. We recommend affected customers call an Apple Store to schedule a Genius Bar appointment or visit an Apple Authorized Service Provider to initiate the repair process. Affected customers can also contact Apple support by phone, online chat, or email by selecting iPad > iPad Accessories on this page. Due to the newness of this service policy, some Apple support employees may be unfamiliar with its existence, in which case we recommend escalating your request to a senior AppleCare advisor. Update: In May 2019, we received an email from a customer who claims that Apple denied existence of this policy. Your mileage may

Repair Period for First-Gen Apple Watches With Battery Issues Extended to 3 Years

Apple today informed retail store employees and Apple Authorized Service Providers that it is extending the service coverage for first-generation Apple Watch models experiencing battery problems to three years. In an entry in Apple's repair database (via 9to5Mac), the company explains that coverage is extended for original Apple Watch models that are seeing swollen or expanded batteries. A public announcement about the service extension has not been made, and it's not clear if Apple will offer reimbursements for customers who have already paid for battery replacements or have done battery replacements themselves. Image via MacRumors forum user Rosepod5 Customers who have an original Apple Watch afflicted with a swollen or expanded battery will now be able to have the device repaired for up to three years after its purchase date, even when AppleCare was not purchased for the watch. From the repair database:Apple has extended Service coverage for eligible Apple Watch (1st gen) models with an expanded/swollen battery to three years after the original date of purchase. Eligible devices will be covrered for two years beyond the original 1-year Limited Warranty.Complaints about swollen batteries on the original Apple Watch have been circulating for a few months on reddit, the Apple Support Communities, and the MacRumors forum. Reports are rare, but it does appear to be an issue affecting a small number of original Apple Watch users. The battery problem causes the Apple Watch screen to pop away from the casing, rendering it unusable. The first-generation Apple

Apple May Replace Your Broken Fourth-Gen iPad With an iPad Air 2 Where Necessary

Apple Stores and Apple Authorized Service Providers now have the option of replacing a customer's broken fourth-generation iPad with an iPad Air 2, according to an internal memo distributed by Apple last week. An excerpt of the memo obtained by MacRumors:Starting March 30, iPad 4th generation whole unit repairs may be substituted to iPad Air 2 models. Apple's repair and order management tool will indicate for each repair if a substitution will take place. Please note the substitute part’s color and capacity to ensure the customer understands what their replacement iPad whole unit will be.The fourth-generation iPad was released in November 2012, so when a customer needs a replacement model, it's likely easier now for Apple to just give them a newer and more widely available iPad Air 2 in most cases. Not every broken fourth-generation iPad will be replaced with an iPad Air 2. The decision will ultimately be decided on a case-by-case basis, likely depending upon availability of each tablet in the affected customer's

Apple Says Third-Party iPhone Screen Repairs No Longer Fully Void Your Warranty

iPhones that have undergone any third-party screen repair now qualify for warranty coverage, as long as the issue being fixed does not relate to the display itself, according to an internal memo distributed by Apple today. MacRumors confirmed the memo's authenticity with multiple sources. Previously, an iPhone with a third-party display was not eligible for any authorized repairs under warranty. When a customer with an iPhone that has a third-party display seeks a repair for a non-display issue, Apple Stores and Apple Authorized Service Providers have been advised to inspect the device for any fraud or tampering, and then swap out the device or replace the broken part based on Apple's in-warranty pricing. iPhones with third-party displays must still be within their warranty coverage period, whether it be Apple's standard 1-year manufacturer's warranty or extended AppleCare coverage, in order for warranty service to be honored. If the iPhone is out of warranty, or the repair involves a display-related issue, customers will be offered the option to pay Apple's flat rate out-of-warranty pricing. If a customer declines this out-of-warranty pricing, then Apple Authorized Service Providers are instructed to decline service altogether. If the presence of any third-party part causes the repair to be unsuccessful or breaks the iPhone, Apple said customers will be required to pay the out-of-warranty cost to replace the third-party part, or the entire device if necessary, in order to resolve the issue that the iPhone was initially brought in for. If a customer

Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

Apple will issue refunds to customers who previously paid for an iMac display hinge replacement or repair, according to a recently updated service document internally distributed to Apple Authorized Service Providers and obtained by MacRumors. These repairs could often cost upwards of $100 based on user complaints. Apple's service document acknowledges some 27-inch iMacs shipped between December 2012 and July 2014 may be affected by an issue with the display hinge, resulting in the screen no longer adjusting and continuously tilting forward. The issue appears to be limited to late 2012 and late 2013 models in particular. The issue has been frequently reported by dozens of users on the Apple Support Communities, MacRumors discussion forums, and elsewhere on the web, with a number of iMac owners describing a similar experience in which the hinge makes an audible popping or cracking sound and then stops working. The underlying problem appears to be the use of plastic washers in the hinge's spring mechanism, which are evidently not strong enough to support the weight of the iMac's display. In many cases, the washers eventually break under the load, causing the familiar popping sound reported by users. iMac hinge with plastic washers (Image: Mac Plus in Singapore) Apple Support Communities user Mr Mo-Fo:I was just sitting watching TV when there was a loud crack and my iMac screen suddenly tilted down - now the screen will not stay where it is tilted/positioned. I was not using the iMac at the time and it was not doing anything it just broke on its own. The Mac

Apple Investigating iPhone 7 Bug Causing 'No Service' After Turning Off Airplane Mode

Apple is aware of and investigating an iPhone 7 and iPhone 7 Plus issue that can result in the loss of cellular service after turning off Airplane Mode on the devices, according to internal documents obtained by MacRumors. In the meantime, Apple has advised authorized service providers to instruct customers to restart the affected iPhone 7 or iPhone 7 Plus. If no service persists, Apple advises customers to remove and re-insert the device's SIM card. In a video shared with MacRumors by reader Yasser El-Haggan, an iPhone 7 can be seen with no service alongside an iPhone 6s with two bars of LTE after Airplane Mode is toggled off on both devices. Both of the iPhones are said to be AT&T models, which means the iPhone 7 has an Intel modem rather than a Qualcomm modem used for Verizon and Sprint models. All of a sudden today my iPhone 7 Jet Black model started not getting internet service -- can’t make outbound calls or receive calls -- even though it showed 4 bars. I then put it in Airplane Mode, and back off, then it showed no service. It got pretty warm in the top right hand corner. I then took a video of my wife's iPhone 6s right next to my iPhone 7, put them both in Airplane Mode, and then switched Airplane Mode off and you can see immediately that the iPhone 6s gets signal instantly, and the iPhone 7 just sits there searching. I then took her SIM and put it in my iPhone 7, no luck, put my SIM in her phone, and it got signal right away.El-Haggan said he took his iPhone 7 to an Apple Store, where the Genius Bar swapped out the device with a new one. The employee