UPDATE: THERE IS AN UPDATE AND SUMMARY TO THIS POST POSTED ON EXAMINER.COM. Please check there for all the follow-ups in one place.
About a month ago, I started having the infamous “headphone jack” issue on my iPhone. My iPhone will not correctly switch back to handset mode when I unplug my earphones, or even worse, if I am using the handset, it will switch to headphone mode in the middle of a call and I won’t be able to hear anything anymore. Or is just sits on the table minding it’s own business and decides to switch.
When I first started having the issue, I jumped on Google and saw that hundreds, if not thousands of other iPhone users were having the same issue. Some said to just plug the headphones in and out a few times, but that only works temporarily. Others said to get the debris out using canned air. I did that too. Another said to use a Q-tip and a dab of rubbing alcohol to clean in there really good. I tried it all. The issue still persists. Several times a day my phone will decide on it’s own “Hey, I think I’ll switch to headphone mode for a while!”.
So, finally I called Apple Corporate Support since my phone was purchased through work. I describe the problem to them. They agreed that it sounded like my phone was faulty and made an appointment for me to visit the Apple Store in my area at 6:30 that evening. It is a bit of a drive from me, so it wasn’t like I could just stop by on the way home. I went in, gave my phone to the rep, explained the issue, etc. He used a tool to remove the SIM card, looked in the headphone jack and SIM slot really good with a flash light, connected it to his computer and ran some sort of diagnostics, then said “well I am going to swap this out for you no problem, let me just go in the back for a minute.” He came back a couple of minutes later, with his flashlight and says “Umm Ma’am, do you see this red strip under the connector here?” I said “yeah, what is that?” He says “That is a moisture sensor. This phone has been exposed to moisture.” I stupidly said “Umm, ok… so what now?” He said “That voids the warranty and there is nothing that we can do for you. If you want to get a new phone you will have to buy one for $399.” Now, I got this phone last July through my job. I calmly explained that the phone has not been wet, etc. but there was nothing he could do for me. I left. I left pretty calmly because I *DID* get this phone through work. It was not my $$ that I was losing. And the phone does still work, I just have to use my earphones if I want to have a conversation. Now, if I would have purchased this phone myself I would probably still be at the store raising hell.
So I jump back on Google and again I see that numerous other iPhone owners have had this happen to them. Apparently there are 4 sensors in the phone. One in the headphone jack, one under the USB connector slot, and 2 inside the phone. Who is the genius that put moisture sensors on those 2 outside spots??? I know mostly all cellphones have them INSIDE so that if someone drops their phone in the toilet they don’t try to get over by taking it in and saying that it does not work. But on the outside??
What this means for us iPhone users is:
1. Even though one of the greatest functions of the phone is that it’s an MP3 player, don’t dare wear your iPhone at the gym because you might sweat on it! Just imagine that? You are working out, the phone is safely tucked into your pocket or arm strap, but you don’t notice that little drip of sweat traveling down the earphone cord and into the slot. Warranty void!
2. Waiting on an important call but need to shower? Don’t dare leave your iPhone on the counter and get the bathroom too steamy. Condensation might form on the phone and bingo, moisture sensor activated. Warranty void!
3. Don’t get caught in the rain (or even a drizzle) with your phone in your pocket unless you are sure it’s in a waterproof bag. Because you cannot keep track of where every raindrop goes. One might make it’s way into your pocket and turn that indicator red. Warranty void!
4. This one is a true story. I was telling my boss about my dilemma and he said “Yep. I know all about the moisture sensor. My daughter is on her 2nd iPhone. The first one she dropped in the toilet so of course there was no argument for warranty there. But, she bought a new one, and her dog licked it. Now the warranty is void.” LOL!!!!!
I have no clue what happened to my own phone. I have had it in the bathroom while showering though, so I suspect that one. Or did he go in the back and put a drop of water on it? HA!
There are several other scenarios I could come up with. I just really cannot believe that they designed it that way. But you know what? I got a $100 Apple coupon out of it. But nope, it cannot be used towards the purchase of a new phone (or an Apple TV) apparently. AND it cannot be used in the education store, so I cannot use it through my job.
Lastly, the very nice rep that I spoke to did tell me that things will definitely get better. He made big hints at hardware changes, etc. coming soon when I said that I will probably want the newer iPhone this summer anyway. And it sounds like they made changes in the sensors as well.
Now I am out to warn all poor unsuspecting iPhone users: WATCH OUT FOR THOSE SENSORS!!
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[...] I think that some did not even bother to read the full article and blog post before firing one off to me. I have had several emails and comments regarding the “earphone [...]
Great blog, found it thru the CNN story. I do think you are crazy to have taken it into the shower, obviously that is a hi humidity environment that is very bad for any electronic device. the other issues you mention are valid, but i do think its your fault and you should have to pay for a new device.
Great blog, found it thru the CNN story. I do think you are crazy to have taken it into the shower, obviously that is a hi humidity environment that is very bad for any electronic device. the other issues you mention are valid, but i do think its your fault and you should have to pay for a new device.
I appreciate your blog. I have been looking forward to the day my contract ran out with my cell carrier so that I could sign up with AT&T to get the iPhone. After reading your (and other accounts of mishaps on CNN.com) I think I will not be changing after all. You just saved me $400.00 + money I can not afford to throw away. Thank you.
I appreciate your blog. I have been looking forward to the day my contract ran out with my cell carrier so that I could sign up with AT&T to get the iPhone. After reading your (and other accounts of mishaps on CNN.com) I think I will not be changing after all. You just saved me $400.00 + money I can not afford to throw away. Thank you.
Could you explain the difference between “humidity” and “liquid”…because I can tell you that the “sensors”
will turn red if you breathe heavily on one cupped in your
hands…yes I have tried it, twice.
In short, a walk to the front door on a foggy morning can essentially void your warranty.
Could you explain the difference between “humidity” and “liquid”…because I can tell you that the “sensors”
will turn red if you breathe heavily on one cupped in your
hands…yes I have tried it, twice.
In short, a walk to the front door on a foggy morning can essentially void your warranty.
Hi George, I did try that exact trick time and time again, but it was only a temporary fix.
Thanks!
Did you even read the whole blog posting? I say time and time again that MY
PHONE HAS NOT BEEN WET. Nor was my phone dead.
Going to continue my “whine” now. Geez
Actually, the same thing happened to a a guy I work with. He used to take his iPhone to the gym all the time to workout and probably used it in the rain, but definitely did not soak it in the toilet or any such thing. When the phone started malfunctioning, he sent it in for service and they sent it back saying that the moisture sensor was tripped. No repair for him. Like you, he got it through work and it was eventually replaced by his employer, but it was still really frustrating for all involved.
Actually, the same thing happened to a a guy I work with. He used to take his iPhone to the gym all the time to workout and probably used it in the rain, but definitely did not soak it in the toilet or any such thing. When the phone started malfunctioning, he sent it in for service and they sent it back saying that the moisture sensor was tripped. No repair for him. Like you, he got it through work and it was eventually replaced by his employer, but it was still really frustrating for all involved.
Wow are you serious? Electonics + water = Dead device Use your brain your phone should be in a dry area always!!! I work at sprint and whenever a customer comes in with a wet phone it never works the same! Companies dont have any responsibility to your device when you void the warranty its very black and white so just suck it up and get one at the replacement price Geez you can whine all you want but in the end you are responsible for Iphone.
Wow are you serious? Electonics + water = Dead device Use your brain your phone should be in a dry area always!!! I work at sprint and whenever a customer comes in with a wet phone it never works the same! Companies dont have any responsibility to your device when you void the warranty its very black and white so just suck it up and get one at the replacement price Geez you can whine all you want but in the end you are responsible for Iphone.
I had the same issue but i got it to work, first i turned off the phone with out the headphones plugged in, then turned it back on, unlocked it, still didnt work, so i went to the ipod and played a song, there was a delay of 1 to 2 seconds before the song played. Then i stopped playing the song and tried the using the phone again, it ended up working! If that dosent work try plugging the headphones in while playing a song then unplug them again if the song keeps playing then the phone works. Im not sure if it will work for yours, but its worth trying… good luck!
I had the same issue but i got it to work, first i turned off the phone with out the headphones plugged in, then turned it back on, unlocked it, still didnt work, so i went to the ipod and played a song, there was a delay of 1 to 2 seconds before the song played. Then i stopped playing the song and tried the using the phone again, it ended up working! If that dosent work try plugging the headphones in while playing a song then unplug them again if the song keeps playing then the phone works. Im not sure if it will work for yours, but its worth trying… good luck!
I was just interiew. by a Cnn.com reporter abt my iPhone moisture problem. see http://twurl.nl/pa20o6. Hv 2 send her a pic of me with phone.
@littletechgirl Yeah. Just read your post! Note to self: keep iPhone dry!!!
#iphone http://twurl.nl/xjalfb
@iphoneappviser Have you seen my blog? #iphone http://twurl.nl/xjalfb
Actually if you re-read my post, it was NOT the headphone jack that had the sensor activated. That one is still white as it should be. It was not set off by alcohol. It was the one under the USB connector which I never touched. And it is NOT recessed deep at all. You can see it right there very close to the edge in a little “hole”.
I did call Apple back, that’s how I got the $100 coupon. In the beginning, I talked to the support line, which setup the appointment and sent me to the Apple store in the first place. After my visit to the Apple store where I was told about the sensor, I called Apple Care Support again. It was explained to me again that there was nothing that they could do, blah, blah. The customer service rep agreed with me that Apple knows the sensors are in a bad place, and that they will not be that way in the future. As I was giving my scenarios of what could happen he kept going “Yep, you are right”. He then offered me the coupon for my trouble.
I have one more person that I plan to talk too, which is our Campus rep. Maybe they can get something done. I will keep you posted.
The point is, my phone has not been wet with ‘water’. I am not trying to get over on Apple. As I said in my post, the worst that could have happened is the condensation from being in the bathroom while I shower.
I will let you know what happens.
I’m sorry for what happened to your iPhone, but you might want to add to “what this means for us iPhone users”
#5 Don’t put a q-tip into your headphone jack with alcohol or other liquid.
#6 Don’t use Google instead of Apple support for any physical advice.
Those sensors don’t just react to humidity, they really need direct contact with liquid, and the headphone one is recessed very deep, such that it’s highly likely that if it were activated that significant liquid did get into it to cause a problem.
But the story doesn’t end there.
Call Apple back up and tell them the full story. Tell them that it was already malfunctioning when you stuck the q-tip with the rubbing alcohol in. While that action may be considered a voiding of the warranty, Apple may very well consider the whole story. Be persistent and see what happens. I bet you’ll get a new iPhone…then again, you might not want to pursue this course of action so that you’ll have an excuse to get the new iPhone this summer.
BTW: I used to run one of the largest Apple service centers. You could open a box up and have fish flying out of the thing and if someone was a squeaky enough of a wheel, they’d still get warranty coverage.
Kevine’s last blog post..iPhone OS 3: in-app sales will be ok
I’m sorry for what happened to your iPhone, but you might want to add to “what this means for us iPhone users”
#5 Don’t put a q-tip into your headphone jack with alcohol or other liquid.
#6 Don’t use Google instead of Apple support for any physical advice.
Those sensors don’t just react to humidity, they really need direct contact with liquid, and the headphone one is recessed very deep, such that it’s highly likely that if it were activated that significant liquid did get into it to cause a problem.
But the story doesn’t end there.
Call Apple back up and tell them the full story. Tell them that it was already malfunctioning when you stuck the q-tip with the rubbing alcohol in. While that action may be considered a voiding of the warranty, Apple may very well consider the whole story. Be persistent and see what happens. I bet you’ll get a new iPhone…then again, you might not want to pursue this course of action so that you’ll have an excuse to get the new iPhone this summer.
BTW: I used to run one of the largest Apple service centers. You could open a box up and have fish flying out of the thing and if someone was a squeaky enough of a wheel, they’d still get warranty coverage.
Kevine’s last blog post..iPhone OS 3: in-app sales will be ok
Wow that’s pretty crappy. You brought up some very good points the first thing that came to mind was the phone being in a persons pocket when they start sweating. I consider myself a fair and reasonable guy so I tend to hold grudges when companies tick me off as a consumer. Good thing the phone was purchased by your employer and is still operable.
Wardell’s last blog post..Wardell Design WordCamp Chicago Giveaway
Wow that’s pretty crappy. You brought up some very good points the first thing that came to mind was the phone being in a persons pocket when they start sweating. I consider myself a fair and reasonable guy so I tend to hold grudges when companies tick me off as a consumer. Good thing the phone was purchased by your employer and is still operable.
Wardell’s last blog post..Wardell Design WordCamp Chicago Giveaway
on my phone (not an iphone) behind the battery cover there is usually a sensor or two (usually one on the battery). i put of piece of clear scotch tape over top of it. That way if i have it in the bathroom when i’m showering it will be protected from setting it off. Still screwed if you drop it in the toilet (how does that happen anyway?) cause it will set off the ones inside but otherwise it helps a lot!
Kids don’t take care of anything and so they expect mommy and daddy to buy them a new phone if they drop it in the toilet. What is a child doing with a $300 phone anyway???
@Jack Meoff,
I will assume that you are talking about my boss’ daughter? She is in her 20s and could afford to buy her own phone.
on my phone (not an iphone) behind the battery cover there is usually a sensor or two (usually one on the battery). i put of piece of clear scotch tape over top of it. That way if i have it in the bathroom when i’m showering it will be protected from setting it off. Still screwed if you drop it in the toilet (how does that happen anyway?) cause it will set off the ones inside but otherwise it helps a lot!
Kids don’t take care of anything and so they expect mommy and daddy to buy them a new phone if they drop it in the toilet. What is a child doing with a $300 phone anyway???
@Jack Meoff,
I will assume that you are talking about my boss’ daughter? She is in her 20s and could afford to buy her own phone.
Actually if you re-read my post, it was NOT the headphone jack that had the sensor activated. That one is still white as it should be. It was not set off by alcohol. It was the one under the USB connector which I never touched. And it is NOT recessed deep at all. You can see it right there very close to the edge in a little “hole”.
I did call Apple back, that’s how I got the $100 coupon. In the beginning, I talked to the support line, which setup the appointment and sent me to the Apple store in the first place. After my visit to the Apple store where I was told about the sensor, I called Apple Care Support again. It was explained to me again that there was nothing that they could do, blah, blah. The customer service rep agreed with me that Apple knows the sensors are in a bad place, and that they will not be that way in the future. As I was giving my scenarios of what could happen he kept going “Yep, you are right”. He then offered me the coupon for my trouble.
I have one more person that I plan to talk too, which is our Campus rep. Maybe they can get something done. I will keep you posted.
The point is, my phone has not been wet with ‘water’. I am not trying to get over on Apple. As I said in my post, the worst that could have happened is the condensation from being in the bathroom while I shower.
I will let you know what happens.
Did you even read the whole blog posting? I say time and time again that MY
PHONE HAS NOT BEEN WET. Nor was my phone dead.
Going to continue my “whine” now. Geez
Hi George, I did try that exact trick time and time again, but it was only a temporary fix.
Thanks!
Hi EDowney. Read my update on this post. That is exactly what happened for the most part.