Apple says that the touchscreen is failing on some iPhone X units

Apple says that the touchscreen is failing on some iPhone X units
Apple has posted a new support page for the iPhone X that mentions how a component used on the display module might fail. As a result, some iPhone X models might not respond to a user's touch on the screen. This could happen intermittently. Or, the display might react even though it was not touched. Apple says that this behavior has been seen on the Apple iPhone X only.

Apple says that eligible models of the iPhone X will have the display module changed free of charge through Apple, or an Apple Authorized Service Provider. If your unit is having these issues, Apple suggests that you choose from one of the following options:

  • Find an Apple authorized repair center near you (click on this link).
  • Make an appointment at the nearest Apple Store (click on this link).
  • Call or contact Apple Support to mail in your phone to Apple repair (click on this link).
Before you have your iPhone X repaired, back up the device to iCloud or iTunes. If you have already paid to replace the display module on your iPhone X, you can seek a refund for the repair from Apple.

You might recall that over two years ago, a number of Apple iPhone 6 and iPhone 6 Plus models had problems with their touchscreens, including unresponsive displays. Dubbed "Touch Disease," one theory blamed cracked solder balls on the motherboard for the problem. This resulted in controller chips losing contact with the board, setting off "Touch Disease."

Related phones

iPhone X
  • Display 5.8" 1125 x 2436 pixels
  • Camera 12 MP / 7 MP front
  • Processor Apple A11 Bionic, Hexa-core, 2390 MHz
  • Storage 256 GB
  • Battery 2716 mAh(21h 3G talk time)

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142 Comments

1. Foxgabanna

Posts: 579; Member since: Sep 11, 2016

Nice to see them offering tonfix for free.

2. NarutoKage14

Posts: 1306; Member since: Aug 31, 2016

It's a hardware defect and it would be difficult for any business to justify charging to fix that.

5. Subie

Posts: 2295; Member since: Aug 01, 2015

Are you kidding? Most companies (in all industries) won't fix components for free if the failure takes place after the warranty period. The best you may get sometimes is a prorated price on the new component or part. Aside from a poorly designed part on the display module, this is a good Apple story IMO.

7. Venom

Posts: 3109; Member since: Dec 14, 2017

He's right, at least they are willing to fix it for free.

9. darkkjedii

Posts: 30830; Member since: Feb 05, 2011

@Venom If this were Samsung, you'd be busting a nut while grilling them....do the same with your God Apple.

10. Venom

Posts: 3109; Member since: Dec 14, 2017

You're kidding right? I've grilled Apple multiple times. Wth are you talking about? Actually, I grilled them right in your face before I ran you out of the article.

19. darkkjedii

Posts: 30830; Member since: Feb 05, 2011

No you didn’t, and no you didn’t.

24. meanestgenius

Posts: 21453; Member since: May 28, 2014

You see what I mean, darkk? Pretty sure you see who that really is now.

30. darkkjedii

Posts: 30830; Member since: Feb 05, 2011

Mxy all day

36. meanestgenius

Posts: 21453; Member since: May 28, 2014

Yup. But he’ll be here soon to deny what more and people are learning: That this is mxy.

70. sissy246

Posts: 7000; Member since: Mar 04, 2015

Yep, so true

105. Crispin_Gatieza

Posts: 3098; Member since: Jan 23, 2014

Sorry I'm late, did I miss anything or do you and Darkk have this covered?

123. Venom

Posts: 3109; Member since: Dec 14, 2017

Don't make the same mistake they are making.

128. meanestgenius

Posts: 21453; Member since: May 28, 2014

We aren’t making any mistakes here.

125. Venom

Posts: 3109; Member since: Dec 14, 2017

You've been saying that for a year now and it's still not true.

129. meanestgenius

Posts: 21453; Member since: May 28, 2014

It is true, and everyone here knows it, despite your denial.

61. Back_from_beyond

Posts: 1194; Member since: Sep 04, 2015

Probably only because it's likely a design flaw. Someone who claimed to be an Apple engineer recently claimed on a topic that the reason other manufacturers kept a chin is due to the plastic substrates are located there, but they're very frail so keeping the chin was a way of protection against that. Apple of course did no such thing which makes the iPhones more fragile and prone to problems related to damaged substrates. So if indeed purposely designed liked that, Apple is liable for the repair costs. Offering to repair it for free now avoids a class action lawsuit and a lot of negative publicity regarding Apple's purposely chosen fragile design.

142. DrunkySloth

Posts: 9; Member since: Nov 17, 2018

What about all the customers who have already had to pay for non-warranty repair due to this defect? All the customers who were told “oh no you must have done something wrong”? Apple are often the worst when it comes to this stuff, they normally have to be threatened with a class action lawsuit before doing something. There was even a MacBook recall where they randomly excluded everyone who brought it in the first year aka when most people purchased it. Apple deserve credit for the incredible software support, a safe App Store, their dedication to privacy but never give them credit when it comes to their god-awful service with repairs.

15. sissy246

Posts: 7000; Member since: Mar 04, 2015

That is not so. This would be kinda like a recall. When you have a recall it doesn't matter if it is out of warranty they fix it.

25. Subie

Posts: 2295; Member since: Aug 01, 2015

"That's not so" Sissy, are you saying that most companies are willing to fix their stuff for free after the warranty period is up? I agree that this is "kind of" like a recall except that Apple is not being forced to do this, nor is it for safety. Most companies would never do something like this without being forced to and this is why I said it's a good Apple story.

71. sissy246

Posts: 7000; Member since: Mar 04, 2015

I know they are not being forced, but yes, companies do fix thing out of warranty a lot of times if it is something that is the company's fault. Maybe not all, but most big companies will.

74. almostdone

Posts: 423; Member since: Sep 25, 2012

Yep Microsoft offered free exchanges for faulty flickering display upto 3 years after purchase. I got my Surface pro 4 replaced and the refurbished one had a new battery which lasted twice as long. I would never buy another Surface product if MS did not treat their customers right. Some Apple fans are like a cult.

16. Usernameisnotsowitty

Posts: 36; Member since: Oct 08, 2018

The one year old IpX is out of warranty already?

23. Subie

Posts: 2295; Member since: Aug 01, 2015

17. errnope

Posts: 43; Member since: May 23, 2018

Considering EU law says that the manufacturer must fix for free if the fault is based on hardware fault and not the fault of the user through normal use of the product, for a period of many years, that's not true. Difficult to get them to do it? Probably. But jump through the hoops and they're forced to do it. Also this is a fault that has existed for a long time. As someone posted elsewhere, Apple only ever does these things after the next phone is out. A ploy to get you to go into a store and say 'hey my phone has this problem', then the sales person says OK sure, but maybe it is time to upgrade...

40. Subie

Posts: 2295; Member since: Aug 01, 2015

So in Europe you get 2 years instead of 1 for these type of devices? Up to 6 years for some appliances...? Anyway this module replacement program from Apple goes beyond Europe's 2 year warranty. Here the final line on Apple's support page linked to at the top of this article: "The program covers affected iPhone X devices for 3 years after the first retail sale of the unit."

48. therealestmc

Posts: 679; Member since: Jul 23, 2012

My mic from my Samsung galaxy S6 Edge Plus stop working. Samsung wanted me to ship it to Germany at my expense and to pay for the repair. This is a good story for Apple.

81. strategic_developer

Posts: 1627; Member since: Jul 17, 2018

And how long ago was this? And was without of warranty? Because just because you had a problem, thatbdowsnt mean the OEM is liable to fix it. Mics dont just stop working. O bet it got saturated with water.

79. Atechguy0

Posts: 918; Member since: Aug 03, 2018

I believe this is one of the reasons that Apple is looking to drop 3D touch. Because let's face it, we all touch things with different degrees of touching. One person might press gently, and another might press really hard. But over time pressing on a display is still flexing the display, and or other components. Where as a smartphone that doesn't rely on any flexing will definitely not see these problems.

82. strategic_developer

Posts: 1627; Member since: Jul 17, 2018

What are you talking about? Force touch is a hardware layer on top of the display. What you said has zero to do with this issue.

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