09-28-2021 05:09 PM
I've owned my Iphone X since Feb 2018 ( 3 years 7 Months ) and have had continured cell phone service on it
the entire time. There is an Apple REP ( Repair Extension Program ) aka recal on my screen for "Ghost touch"
where the phone reponds to touches that never took place. When i called Apple they scheduled a battery replacement
at my local Best Buy store on May 15th 2021 to rule out the battery pressing on the back side of the screen as the root cause.
After the battery replacement the orignal issue still remained. I called Apple and they authorized the replacement of the screen under thier REP progam on May 21st at an Authorized Apple repair facility nearest me which was Best Buy.
After the screen was replaced i began having intermittent issues with the replacent screen not responding to touch and i couldn't unlock the screen not even with Face ID. I would lay the phone down and try to unlock it later and it would evenually unlock until about 3 months in when it wouldn't unlock at all.
I called Apple and set another appointement up with the Geek Squad who said "See if Apple will pay for anohter screen"
I left the store with no way to call anyone and went right back in and spoke to a different Geek Squad guy and asked him to take a look inside and he returned and said " I think your board is bad ".
I was wondering why he though the board was bad and i called Apple and they finally agreed to replace the faulty screen or so i thought.
I lost my faith in Best Buy's Geek Squad and opted to send it to the Pros at Apple and only just today emailed me stating that they found a damaged dock connector on the board. Now i know why the Geek Squad said he thought
it was a bad board and not the screen. I went in with a working IPhone in May and 2 replacements parts later i have not IPhone. I called Best Buy and got not where.
09-29-2021 03:53 PM
Good afternoon, Phe0nix,
Thank you for stopping by our community forums and letting us know about your experience with this repair. I know I rely on my phone for nearly everything so I can imagine how big of an impact this screen not working would have. I appreciate you providing a summary of what has happened so far and would be glad to see how I may be able to best assist you.
I do have a few more questions after reading this post. It sounds like this phone is currently being diagnosed by Apple, is that correct? Can you please provide some more information regarding the timeline of events? When was the last time you were at one of our store locations? When was your last repair appointment with Best Buy?
I look forward to hearing back from you so I can continue to look into this.
09-30-2021 04:25 PM
10-05-2021 11:43 AM
Hi there, David,
Thank you for taking the time to follow up and providing these additional details. I'm very glad to hear that you were able to get some clarification and everything seems to be working as intended.
Please don't hesitate to reach out to us in the future if you ever have any questions or concerns that we can help with!