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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Apple care is a rip off too! When I bought my iPhone also bought apple care. About 2 months later was having problems with the phone saying no simm card installed (although it was). Went to the Apple store was informed. My sensor says phone had been wet. I am 100% certain that I did not get it wet at all ever.
What is really upsetting is that I was sold applecare which doesn’t even kick in until the 2′nd year. But already I’m hosed!
On a whim went to AT&T store got a new simm card and everything has worked fine for 4 months now!
It just irks me that I bought an extended warranty that hasn’t even kicked in yet and it is already worthless due to a LIE!
I sincerely hope there will be a class action suit. I agree with the guy above that all the cell phone companies are doing this and it IS a sham!
Imagine if you bought an extended warraty on your car and if you got in a fender bender and now the warranty on the entire car is void. Ridiculous.
Apple care is a rip off too! When I bought my iPhone also bought apple care. About 2 months later was having problems with the phone saying no simm card installed (although it was). Went to the Apple store was informed. My sensor says phone had been wet. I am 100% certain that I did not get it wet at all ever.
What is really upsetting is that I was sold applecare which doesn’t even kick in until the 2′nd year. But already I’m hosed!
On a whim went to AT&T store got a new simm card and everything has worked fine for 4 months now!
It just irks me that I bought an extended warranty that hasn’t even kicked in yet and it is already worthless due to a LIE!
I sincerely hope there will be a class action suit. I agree with the guy above that all the cell phone companies are doing this and it IS a sham!
Imagine if you bought an extended warraty on your car and if you got in a fender bender and now the warranty on the entire car is void. Ridiculous.
Complain to your Attorney General’s Office, request a new phone, send them documentation of what you asked Apple to do, this website with a print out of all the posts to show its a widespread problem and if you don’t get anything at the least the AGO has the option to file a class action lawsuite on behalf of all who has this problem. Also, write letters to your newpaper, inform your television stations of this rip off, etc. As well as your legislators. All those things need to be done or companies will forever screw us with their products.
Complain to your Attorney General’s Office, request a new phone, send them documentation of what you asked Apple to do, this website with a print out of all the posts to show its a widespread problem and if you don’t get anything at the least the AGO has the option to file a class action lawsuite on behalf of all who has this problem. Also, write letters to your newpaper, inform your television stations of this rip off, etc. As well as your legislators. All those things need to be done or companies will forever screw us with their products.
does anyone have a suggestion for getting past the “indicator is red; i can’t do a thing for you” robotic conversation with the apple geniuses? i mean, i know distinguishing between a bead of gym sweat and a toilet plunge is difficult but i’d like to think that there’s a way… i’m open to suggestions!
does anyone have a suggestion for getting past the “indicator is red; i can’t do a thing for you” robotic conversation with the apple geniuses? i mean, i know distinguishing between a bead of gym sweat and a toilet plunge is difficult but i’d like to think that there’s a way… i’m open to suggestions!
I’m reading some comments here that the issue is because the sticker is on the outside of the phone so it is exposed to a higher degree than other phones where the sensors are inside under the battery, etc…
I manage all of the cell-phones at my office and we use Verizon. every phone we have from them has multiple sensor stickers and they are all inside; whether on the battery, behind the battery, etc…guess what, these stickers will still turn red just by being in a bathroom with steam from a shower even though the sensors are inside the phone.
it’s not a just an Apple/ATT issue…its a con by EVERY phone manufacturer/provider!
I’m reading some comments here that the issue is because the sticker is on the outside of the phone so it is exposed to a higher degree than other phones where the sensors are inside under the battery, etc…
I manage all of the cell-phones at my office and we use Verizon. every phone we have from them has multiple sensor stickers and they are all inside; whether on the battery, behind the battery, etc…guess what, these stickers will still turn red just by being in a bathroom with steam from a shower even though the sensors are inside the phone.
it’s not a just an Apple/ATT issue…its a con by EVERY phone manufacturer/provider!
Wow rocky are YOU serious? Read the entire post. The sensor in question according to the poster was never exposed to liquid. If it was activated then obviously it was but probably happened from normal use and the moisture was in an amount not detectable by the user. Sensor location, sensor tolerance, etc.. all have a role in this. An activated sensor does not automatically mean moisture caused the device malfunction. Your line of thinking..”suck it up”.. is not good for consumer or the product.
Wow rocky are YOU serious? Read the entire post. The sensor in question according to the poster was never exposed to liquid. If it was activated then obviously it was but probably happened from normal use and the moisture was in an amount not detectable by the user. Sensor location, sensor tolerance, etc.. all have a role in this. An activated sensor does not automatically mean moisture caused the device malfunction. Your line of thinking..”suck it up”.. is not good for consumer or the product.
Apparently it’s not just me: http://twurl.nl/2juzac Though, my sensor is tripped in a different area. #iphonefail
@Lee
Hi Lee,
It looks like that $199 policy is back. Give your local store a call and verify! Apple just changed it.
@Lee
Hi Lee,
It looks like that $199 policy is back. Give your local store a call and verify! Apple just changed it.
With th e number of people just writing here about the problems with this design flaw by Apple I have just three words for you: CLASS ACTION LAWSUIT
The attorney’s get a percentage, you ask for free replacements of the NEW design, etc.
Put up a yahoogroup webpage with a catchy name like “BadApple” or something similar. Decide who is the most motivated, legal-wised person on the group, then begin looking for an HONEST specialty attorney in Consumer Protection. Not these crooked lawyers who advertise and take 50% then YOU pay the legal fees.
No, a decent attorney will take a smaller percentage (15 – 20 % or so) and work to get everyone a good honest settlement.
The only way consumers will stopped getting scr*wed is we fight back. Corporate greed is used to our complacency. Our believing the corporate lies that whisper “there isn’t anything you can do about it”.
They never thought a little known black man with a middle of Hussein would ever be elected President
either, did they? When we all pitch in and work together, positive chances can help but occur.
With th e number of people just writing here about the problems with this design flaw by Apple I have just three words for you: CLASS ACTION LAWSUIT
The attorney’s get a percentage, you ask for free replacements of the NEW design, etc.
Put up a yahoogroup webpage with a catchy name like “BadApple” or something similar. Decide who is the most motivated, legal-wised person on the group, then begin looking for an HONEST specialty attorney in Consumer Protection. Not these crooked lawyers who advertise and take 50% then YOU pay the legal fees.
No, a decent attorney will take a smaller percentage (15 – 20 % or so) and work to get everyone a good honest settlement.
The only way consumers will stopped getting scr*wed is we fight back. Corporate greed is used to our complacency. Our believing the corporate lies that whisper “there isn’t anything you can do about it”.
They never thought a little known black man with a middle of Hussein would ever be elected President
either, did they? When we all pitch in and work together, positive chances can help but occur.
I have been recently introduced to the same “warranty void” issue. Red dot seen within USB connector port. Where are the warnings when purchased about this poor design ?? At&T didn’t mention it. Apple reps told me they just started to based upon the number of complaints that they have been receiving. I have had my iPhone for 5 monthes and have had problems on and off since the beginning. After going through the full story with the guys at Apple Store, they agreed to replace the phone – up until they did the moisture check. “You must have dropped it in water”. Knowing full well that never happened, I challenged with “wouldn’t both sensors have turned red then” ?? Only to receive, “well you’re base sensor is red. Your warranty is void”.
Unfortunately, I do not have the luxury of a company purchased phone. Though the guys at Apple were empathic, those of us that have purchased through AT&T are SOL. As I was told, up until recently AT&T would trade out the phone for $199. (Still not sure how that is an attractive solution) However, based upon the number of complaints and returns, AT&T has gone to Apple and stated that customers in this position will need to replace the phone at full price $599.
I read a related article of a person who had the phone for only 3 weeks, worked out at the gym, not knowing set of the sensor, and was told by AT&T / Apple your SOL. I was upset at 5 months. 3 weeks ?? I can only imagine. This issue is a serious design flaw.
For the idiots who have posted, you should know better (electronics + water) or Apple will replace it you obviously have no experience with the issue. For me, this wasn’t a throw away expenditure and I treated the phone with extreme care. Somehow, unknowingly, moisture set off the base sensor. Not dropped in the water or other agreed user mis-uses.
Unfortunatley, I bought into the hype. Had I known or been warned of the issue before or during purchase, I wouldn’t be stuck with my worst technology investment ever.
I have been recently introduced to the same “warranty void” issue. Red dot seen within USB connector port. Where are the warnings when purchased about this poor design ?? At&T didn’t mention it. Apple reps told me they just started to based upon the number of complaints that they have been receiving. I have had my iPhone for 5 monthes and have had problems on and off since the beginning. After going through the full story with the guys at Apple Store, they agreed to replace the phone – up until they did the moisture check. “You must have dropped it in water”. Knowing full well that never happened, I challenged with “wouldn’t both sensors have turned red then” ?? Only to receive, “well you’re base sensor is red. Your warranty is void”.
Unfortunately, I do not have the luxury of a company purchased phone. Though the guys at Apple were empathic, those of us that have purchased through AT&T are SOL. As I was told, up until recently AT&T would trade out the phone for $199. (Still not sure how that is an attractive solution) However, based upon the number of complaints and returns, AT&T has gone to Apple and stated that customers in this position will need to replace the phone at full price $599.
I read a related article of a person who had the phone for only 3 weeks, worked out at the gym, not knowing set of the sensor, and was told by AT&T / Apple your SOL. I was upset at 5 months. 3 weeks ?? I can only imagine. This issue is a serious design flaw.
For the idiots who have posted, you should know better (electronics + water) or Apple will replace it you obviously have no experience with the issue. For me, this wasn’t a throw away expenditure and I treated the phone with extreme care. Somehow, unknowingly, moisture set off the base sensor. Not dropped in the water or other agreed user mis-uses.
Unfortunatley, I bought into the hype. Had I known or been warned of the issue before or during purchase, I wouldn’t be stuck with my worst technology investment ever.
@mupi2k Is this the post you referred to on the iphone moisture sensor? http://bit.ly/Dv34O
I’m a producer at the NBC affiliate in Boston. I’m doing a story on people who have been told by Apple that the water sensor in the iPhone has been tripped, when they never submerged it in water. I’ve read lots of stories like yours on other blog sites. There are a lot of frustrated people.
Apple markets the phone to be taken everywhere (the gym especially) so shouldn’t it be designed to withstand that activity? And if it can’t shouldn’t Apple do something to correct the design?
I would love to include what happened to you in my story. Please be in touch. My contact info. is below.
Laura Stebbins
Special Projects Producer
WHDH.TV – CW.56
7 Bulfinch Place
Boston, MA 02114
617-725-0769 (p)
802-238-0833 (c)
lstebbins@whdh.com
I’m a producer at the NBC affiliate in Boston. I’m doing a story on people who have been told by Apple that the water sensor in the iPhone has been tripped, when they never submerged it in water. I’ve read lots of stories like yours on other blog sites. There are a lot of frustrated people.
Apple markets the phone to be taken everywhere (the gym especially) so shouldn’t it be designed to withstand that activity? And if it can’t shouldn’t Apple do something to correct the design?
I would love to include what happened to you in my story. Please be in touch. My contact info. is below.
Laura Stebbins
Special Projects Producer
WHDH.TV – CW.56
7 Bulfinch Place
Boston, MA 02114
617-725-0769 (p)
802-238-0833 (c)
lstebbins@whdh.com
& so they rant http://tinyurl.com/crjofl just stick to RIM. #iPhone
No one was “showering” with their cell phone. I am yet another person who sets their phone on the counter top in the bathroom. I have a 1st gen iphone, no problems. This is an implementation issue. These phones don’t get really vetted until lots of people use them in varying locales and environments and start seeing the apparent problems that emerge from real everyday, every-way use. It sounds to me like the sensor is too close to the opening and is exposed more than it should be.
I did computer hardware repair for years. Manufacturers would constantly play with temp limits or fan rpm limits on their motherboards through the life of a machine to keep the cpu’s or motherboards from overheating or warn of impending fan failures. In one case the upper limit was too low (but tolerable compared to other models from the same manufacturer) and the user’s machine would power off for no apparent reason. It took three calls to get someone on the phone who knew about the problem and let us know it was fixed in a bios update. And don’t even get me started on ambient light sensors.
If she dropped it into a toilet I would agree. I’m all about personal responsibility but not on a counter in the bathroom while showering. I can replicate those conditions on a, so muggy I can’t breathe, July day in Chicago. Am I to blame for using my iPhone outside then?
No one was “showering” with their cell phone. I am yet another person who sets their phone on the counter top in the bathroom. I have a 1st gen iphone, no problems. This is an implementation issue. These phones don’t get really vetted until lots of people use them in varying locales and environments and start seeing the apparent problems that emerge from real everyday, every-way use. It sounds to me like the sensor is too close to the opening and is exposed more than it should be.
I did computer hardware repair for years. Manufacturers would constantly play with temp limits or fan rpm limits on their motherboards through the life of a machine to keep the cpu’s or motherboards from overheating or warn of impending fan failures. In one case the upper limit was too low (but tolerable compared to other models from the same manufacturer) and the user’s machine would power off for no apparent reason. It took three calls to get someone on the phone who knew about the problem and let us know it was fixed in a bios update. And don’t even get me started on ambient light sensors.
If she dropped it into a toilet I would agree. I’m all about personal responsibility but not on a counter in the bathroom while showering. I can replicate those conditions on a, so muggy I can’t breathe, July day in Chicago. Am I to blame for using my iPhone outside then?
@Freddy
They put the sensor on the outside of the phone, if I understood correctly. Other cell phones the sensor is inside the phone. Poor design is not the fault of the buyer. I take my Motorola in with me all the time when
I shower. No problem. Sorry, Freddy. You are wrong IMHO.
@Freddy
They put the sensor on the outside of the phone, if I understood correctly. Other cell phones the sensor is inside the phone. Poor design is not the fault of the buyer. I take my Motorola in with me all the time when
I shower. No problem. Sorry, Freddy. You are wrong IMHO.