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Apple iPhone 5 Sleep/Wake Button recall - Free repairs on eligible phones & possible refunds on previous repairs

AmazonWHDenthusiast 6,698 3,482 April 26, 2014 at 01:29 AM in Phones (3)

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Last Edited by DeividdoSama April 26, 2014 at 10:46 AM
Hey guys, didn't see this posted so thought I'd share.

Use this link [] to check eligibility

Note: To find serial number
1. Go to settings
2. Click general
3. Click about
4. Scroll down
5. There it is

Apple has determined that the sleep/wake button mechanism on a small percentage of iPhone 5 models may stop working or work intermittently. iPhone 5 models manufactured through March 2013 may be affected by this issue.

Apple will replace the sleep/wake button mechanism, free of charge, on iPhone 5 models that exhibit this issue and have a qualifying serial number.

The sleep/wake button is located on the top of your iPhone 5:
If your sleep/wake button isn't working properly, please enter your iPhone 5 serial number below to see if it qualifies for this program.

Please see the Replacement Process section for next steps.

Finding your iPhone serial number is easy. See how.

Note: If your iPhone 5 sleep/wake button does not show any signs of this issue and/or does not have a qualifying serial number, no action is required on your part at this time.

Replacement Process
As of April 25, 2014, the replacement process will be available in the U.S. and Canada. In other countries, it will be available as of May 2, 2014.

Replacement of the sleep/wake button mechanism is done at an Apple Repair Center. There are two ways to send your iPhone to the repair center—carry-in or mail-in. See below for details. The replacement process takes approximately 4-6 days from the time your iPhone is received at the repair center until it is returned to you. Your iPhone will be examined prior to any service to verify that it is eligible for this program and is otherwise in working order. Before sending your iPhone to Apple for service, you will need to back up all your data and erase all your content and settings.

Note: If your iPhone 5 has any damage such as a cracked screen which impairs the replacement of the sleep/wake button, that issue will need to be resolved prior to the sleep/wake button replacement. In some cases, there may be a cost associated with the repair.

How to send your iPhone 5 to an Apple Repair Center

Bring your iPhone 5 to a participating provider - Apple Retail Store or Apple Authorized Service Provider.
Your iPhone will be examined to verify eligibility, and then sent to the local Apple Repair Center.
You will be notified when your iPhone is ready for pickup.

If you require a loaner during the time that your iPhone is being serviced, participating Apple Retail Stores and Apple Authorized Service Providers will have iPhone 5 models (16GB only) available.

Note: To use the carry-in option, you must visit an Apple Retail Store or participating Apple Authorized Service Provider and not a wireless carrier partner.

Call Apple and request a postage paid box to send your iPhone in to the local Apple Repair Center.
Your iPhone will be examined by the Repair Center to verify eligibility.
After it has been serviced, your iPhone will be returned to you by mail.

Preparing your iPhone 5 for service
Make sure your iPhone is ready for service by completing the following steps:

Back up your data to iTunes or iCloud
Turn off Find my iPhone
Erase data and settings in Settings > General > Reset > Erase all Content and Settings
Remove any case or cover

Note: If you are running iOS 6, your iPhone will need to be upgraded to iOS 7 after the sleep/wake button mechanism is replaced.

Additional Information
Apple may restrict or limit repair to the original country of purchase.

Your iPhone 5 must be in working order to qualify for this program.

If you believe you have paid for a replacement due to this issue, contact Apple regarding a refund.

This worldwide Apple program does not extend the standard warranty coverage of the iPhone.

The program covers iPhone 5 models for 2 years after the first retail sale of the unit.
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Last Edited by AmazonWHDenthusiast April 26, 2014 at 07:49 PM
If you already paid Apple to fix this issue you need to call Apple at 1-800-275-2273. You need your OLD phone's serial number and repair receipt number. I had mine on the original phone's box. Apple does not keep your original phone serial number in their system. They said I should have the replacement phone cost refund in 7-10 days. Thanks OP (coolfelix) for posting this information....Repped!

I did a requested for a mail in box and here is the email i received :
Within two business days, you should receive a shipping box at this address:


The shipping box will come with instructions for sending us your product. If you use other packing materials and then the product is damaged in shipping, we'll return the product to you without repairing it. Also, send us only the product itself. If you include extra items in the box, we won't be able to return them to you.

Be sure to send us your product within 10 business days. Otherwise, this repair request will be canceled. If you no longer need service, just dispose of the shipping box.

Based on the information you have provided, your repair should be covered by the warranty, an AppleCare product, or an Apple repair program. This means there should be no other charges. We'll let you know if we have questions or concerns about the coverage.

Here is the fine print:
If the repair is covered under the warranty, an AppleCare product, or an Apple repair program, those terms and conditions will apply. Otherwise, the Apple Repair Terms and Conditions apply. For your convenience, the terms and conditions are attached to this email.

WARNING: Apple has discovered that some of the authorized unlocking programs available on the Internet may cause irreparable damage to the operating system for your device. As part of the service process, Apple will update the operating system software to the latest version. IF YOU HAVE MODIFIED THE OPERATING SYSTEM SOFTWARE, YOUR DEVICE MAY BECOME PERMANENTLY INOPERABLE WHEN APPLE UPDATES THE SOFTWARE. Making unauthorized modifications to the operating system software violates Apple's software license agreement, and the inability to use your device due to unauthorized software modifications is not covered under your hardware warranty.

Apple Inc.
BEAR License Number: E78234


Apple Service Center
CARLISLE, PA 17015-7692
United States
BEAR License Number: E82824

Apple may charge you a diagnostic fee, including shipping charges, of no more than one hundred ($100) dollars US, plus applicable tax, if Apple inspects your product and determines based on the inspection that the product does not require service. If Apple determines, while inspecting your product, that service is needed due to the failure of parts that are neither supplied by Apple nor Apple-branded, Apple may return the product to you without servicing it, and may charge you the diagnostic fee plus applicable sales tax.

Please note that if you decline service because the repair is not covered by Apple or no issue is found with the product, a diagnostic fee of no more than $100 USD may be charged.

You are entitled to a written estimate of the cost of repairs. The estimate must include all costs for parts and labor. Apple will not charge for work done or parts supplied in excess of the estimate unless you, the customer, approve the additional charge. This estimate of repair charges is valid for 30 days from the date of estimate. You must notify Apple if you claim a tax exemption and provide Apple with a tax exemption number at the time you receive this estimate. The cost of shipping is included in the estimate.

Apple Inc., 800-APL-CARE (800-275-2273), 1 Infinite Loop, Cupertino, CA 95014


1. An estimate for repairs, as required (section 9844 of the California Business and Professions Code), shall be given to the customer by the service dealer in writing. The service dealer may not charge for work done or parts supplied in excess of the estimate without the prior consent of the customer. Where provided in writing the service dealer may charge a reasonable fee for services provided in determining the nature of the malfunction in preparation of a written estimate for repair. For information, contact the Bureau of Electronic and Appliance Repair, Department of Consumer Affairs, Sacramento, CA 95814.

2. A buyer of this product in California has the right to have this product serviced and repaired during the warranty period. The warranty period will be extended for the number of whole days that the product has been out of the buyer's hands for warranty repairs. If a defect exists during the warranty period, the warranty will not expire until the defect has been fixed. The warranty period also will be extended if the warranty repairs have not been performed due to delays caused by circumstances beyond the control of the buyer, or if the warranty repairs did not remedy the defect and the buyer notifies the manufacturer or seller of the failure of the repairs within 60 days after they were completed. If, after a reasonable number of attempts, the defect has not been fixed, the buyer may return this product for a replacement or a refund subject, in either case, to deduction of a reasonable charge for usage. The time extension does not affect the protection or remedies the buyer has under other laws.

This post can be edited by most users to provide up-to-date information about developments of this thread based on user responses, and user findings. Feel free to add, change or remove information shown here as it becomes available. This includes new coupons, rebates, ideas, thread summary, and similar items.

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This issue was pretty common on 4/4S
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wow, i serviced my phone back in august for the same reason..
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Thank you my button stopped working and i qualify
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Joined Aug 2009
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Quote from HempCures View Post :
This issue was pretty common on 4/4S
Agree, I had similar problem in iPhone 4, but not anymore in iPhone 5! Big Grin
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Damn it, I replaced my daughter's iphone 5 power button (sleep/wake) a month or two ago -____- It was a pain in the butt to replace the power button because of the ringer switch (clipping and melting the plastic clip with metal bracket).
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Quote from AkumaX View Post :
wow, i serviced my phone back in august for the same reason..
It says if you've paid for a replacement for the issue contact Apple for a possible refund
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Thanks... Lil sis has the problem ... Looked it up and didn't really want to rip it down to the frame.. Which you'd have to do to fix the problem!
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Has anyone done this with an iOS 7 Jailbroken device? I know it says if the device is on 6 it will be upgraded to 7, but if it's on let's say, 7.0.4, will they upgrade it to 7.1?
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I replaced mine just last month. I did it myself. It was such a pain to replace the entire power ribbon. Dang them!
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Thank goodness! I have been so annoyed by this. I took my phone into apple in December and complained, but I was out of the 1 year warranty. Just complained again a few weeks ago because it has been getting worse. I've been trying to tough it out til September, but looks like I can get it fixed now! Thanks for the heads up OP!
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my daughter's phone has this problem.
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Thanks! My wife's phone has this problem for several months already and it has been so annoying that it almost cost my marriage. She was so happy when I told her about this news so it looks like we'll reconcile; i don't know if that's good or bad.
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Did not have the problem on old first run Gen 5 black iPhone 5 16GB on Sprint

but Serial number showed that I was eligible yesterday I told Apple store guy my did exhibit problems Walked out literally 15 min later with new 32GB iPhone 5S on Sprint because they did not have anymore 16GB models.

only think that sucks i snow 5S is Space Grey not Black but oh well

Apple is simply the Best hands down.

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