My iPhone home button stopped responding the day after I updated its firmware to version 3.1. All functions worked except that button. I couldn’t switch between applications without a power-off/power-on cycle.
Since I purchased my phone in April 2009, my phone is still within its first year of hardware warranty. I requested a phone call-back from Apple support, but the techie only gave me the recommendation to reset it to default settings. Since I am now beyond the 90 days of complimentary AppleCare, he advised me to buy Extended AppleCare, which would free him to hold my hand if I had problems such as downloading purchased music from iTunes Store. No thanks, I can hold my own hand, and that’s not the problem. It’s a hardware issue, see, so it’s covered under warranty. Oh, yes, he agreed, so would I like to purchase AppleCare? No. Ok, reset your phone and see if it works. How do I get it serviced if that fails? You can visit an Apple Retail Store for service or call back, and we’ll arrange the repair.
I reset the phone to default settings. No joy. Called Apple support again. Well, sir, you definitely need to visit an Apple Retail Store for service. I already knew the nearest store is two hours away in downtown Pittsburgh. Why can’t I send the phone for hardware repair? This phone is under hardware warranty, with a hardware problem, but I have to drive four hours to get an Apple genius to look at it? This is progress in progress? Well, would you like to buy AppleCare? No.
Shari and I drove to Pittsburgh this evening, along with 4-year-old Aarick and 2-year-old Regan. I vaguely remembered reading about a world leaders’ summit in Pittsburgh sometime this fall. I forgot about it until I saw signs on I-279 saying no downtown access because of G20 Summit activities. Whoa. We’re talking…like…Obama. Sarkozy. Brown. Who else? Well, those who accompany the modern-day kings of the earth, trying to disrupt the festivities with rude signs and flying rocks.
My printed Google maps and directions were useless. I pulled my iPhone from my pocket, power-cycled, and got into Maps. Driving along the downtown limitations on access (heavily manned by National Guard Humvees and police barricades), we cut across 16th St Bridge to Liberty Ave, cut up the hill on 28th St to Bigelow (380), which turns into Baum Blvd…and met a police riot squad unloading from multiple vans at the corner of Liberty and Baum. Turns out the rude signs and flying rocks were in the vicinity in the recent past (like, about an hour before we were). Time to turn around. We drove past the Boston Market restaurant where carpenters were cutting OSB to cover the windows broken by protestors, as reported here. Finally got to the Shady Side Apple Retail Store. Hardly recognizable with plywood covering the storefront windows. Three cops inside the store. What fun.
I got an appointment at the Genius Bar in less than 10 minutes. Explained my problem, yep, button doesn’t work. We’ll get that display replaced. Ok. Fifteen minutes later the display is replaced. Still no joy. Well, we’ll replace the entire phone. Sure thing. I walked out with a new iPhone. Got home 5.5 hours after starting out.
Lessons learned along the way
- Complimentary Apple support is overrated, unless you happen to live near a big city with a Retail Store.
- Don’t take a two-year-old and four-year-old on a five-hour ramble to downtown Pittsburgh.
- Don’t take a ramble through downtown Pittsburgh when the G20 Summit is also there.
- I’m not sure the problem was hardware. But hey, if Apple in its abundance of genius decides to break my iPhone with a firmware update, I sure don’t mind getting a new phone in the process.
Oh, yeah, thanks, Apple. I’m still not buying AppleCare. And my hand is just fine.
PS. Anybody see the goofy path we took? What would have been smarter?
PPS. Anybody see why the “smarter” path wouldn’t have worked?