16 Nov

Apple Inc is reported to be offering free repairs / replacements for problems relating to screen touch issues on the iPhone X and data loss and storage drive failures in 13-inch MacBook Pro computers.

iPhone X Problems

The offer of free fixes in the iPhone X handset, which was only released last November and was superseded by the iPhone XS (and XR) in September, relate to user complaints that that their phones were making unprompted, random clicking noises, or simply stopped responding. Apple has put the problems of intermittently not responding / reacting when it wasn’t touched down to problems with a display module component on the £999 iPhone X handset.  As such, Apple has said that customers are entitled to a free screen replacement, and that any customers who have already paid for the replacement can have refund.

MacBook Pro Problems

In the case of 13-inch MacBook Pro computers sold between June 2017 and June 2018, Apple has acknowledged that there was a problem with a limited number of 128GB and 256GB solid-state drives which may have led to data loss and failure of those storage drives.  Apple has said on its website that Apple or an Apple Authorised Service Provider (AASP) will service any affected drives, free of charge, that Apple recommends having any affected drives serviced as soon as possible, and that Apple will send an email to customers who registered their device with the company.   More information about this issue can be found here: https://www.apple.com/support/13-inch-macbook-pro-solid-state-drive-service-program/

Keyboard Replacements Back In June

It was only back in June this year that Apple offered free repairs or replacements for the butterfly keyboard on its MacBook and MacBook Pro laptops after some users complained about letters or characters repeating unexpectedly, letters or characters not appearing, and keys feeling ‘sticky’ or not responding in a consistent manner.

Battery Woes

You may also remember the publicity Back in 2017 when Apple apologised for intentionally slowing down older iPhones (Phone 6, iPhone 6s, iPhone SE and iPhone 7 models), perhaps with a view to encouraging upgrades.  Also, Apple made the news earlier this year when leaking vapours from damaged iPad batteries relating to small-scale problems with the iPhone battery replacement programme caused some stores to be temporarily evacuated.

What Does This Mean For Your Business?

Apple’s iPhone X only lasted a year, even though it was replaced by a handset that wasn’t too different from it (on the surface). At least only a sample of one-year’s-worth of buyers are likely to need the replacement / repair service.  It’s good that Apple is offering the repair / replacement for what is a relatively expensive product for many people, and this may go some way to maintaining generally positive perceptions of (and trust in) Apple and help to re-build trust after the battery-slowing admission.  Similarly, offering to repair the problems with some 13-inch MacBook Pros sends a positive message that will benefit Apple as well as those affected.  The tech giant is also likely to be conscious that it is about to re-introduce old favourites like the iPad Pro and Mac Book with new features and higher prices to match, so eliminating problems and clearing the way with some goodwill and good publicity can’t be a bad thing.