iPhone XS Max Apple Store replaced screen and ear speaker no longer works

[TigerNike23]

So I’m in between Apple Store visits. A year ago my best friend gave me his old XS Max 256 GB for watching his dogs for a week. Problem was, it had a broken screen. Everything still worked, just the glass was cracked.

I finally land a good paying job and as a treat for myself (to save myself frustration with my 7 and save money on a new phone), I decide to get an appointment and take the XS Max to the Apple Store in Estero, FL last Friday.

The phone passed all diagnostics including Face ID, and they replaced the screen without issue. Phone looks BEAUTIFUL. I picked it up Saturday and paid a cool $350 for it. Anyway, I take it home and set it aside to start moving data over from my 7 for Sunday. On Sunday morning, a family member calls and I answer it on my XS Max. Big problem, I can’t hear her. No sound coming out of the ear speaker. She calls back, same issue. I restart the phone, same issue. I go into Settings then Sounds, and I discovered no sound at all is coming out of that speaker. The other speaker works fine, as does the front camera and Face ID. I was perplexed, so I set up another appointment with Apple for today at 6 PM.

Surely Apple could fix this, right? Or am I going to have to pay for this repair? Seriously, the phone sat on my desk for less than 12 hours after picking it up from Apple before I tried to answer the phone call.

Can anyone offer insight? Am I going to have to pull a “Karen”?

 

[now i see it]

They’ll rectify the problem. No need to be a Karen. Be nice & polite.

 

[Shadowbech]

Since you got the screen replaced by apple and they botched it, they will make it right and no they should not charge you for it

 

[TigerNike23]

They’ll rectify the problem. No need to be a Karen. Be nice & polite.

For sure. I’m not a nasty type. Benefit of the doubt is huge here. I was just there Saturday to pick the phone up.

I could just walk in at my appointment and say “it’s me, again…”.

 

[TigerNike23]

Since you got the screen replaced by apple and they botched it, they will make it right and no they should not charge you for it

That’s what I figured, but my fear was that because I walked out of the store, they might say it was on me. Frankly, I didn’t even think of testing the speaker since the issue was the screen.

 

[Shadowbech]

That’s what I figured, but my fear was that because I walked out of the store, they might say it was on me. Frankly, I didn’t even think of testing the speaker since the issue was the screen.

As long as you are polite and explained what happened they will make it right. They do document.

When apple replaced battery on my wife’s iphone 7 plus, after repair we noticed that the screen had a dead pixel or some sort of foreign object which was not there before replacement. We took it back and told them the issue and they rectified it by replacing the screen at no cost.

 

[TigerNike23]

UPDATE: they’re marking it as part of the 90-day warranty, so no charge.

The tech was incredibly nice. I explained the situation as best I could. He verified I was there Friday and Saturday, and the speaker is considered part of the screen for repair purposes.

Thank you everyone!

 

[Ram65]

Oh yes I’m happy Apple took care your headset needs

 

[Mikeske]

When they did the battery replacement on my old iPhone XS they replaced the speaker for free. It is noted on my receipt.

 

[Reggaenald]

No Karen required. The probably forgot to connect the speakers ribbon. No charges coming your way I assume.

 

[Sydnxt]

When they did the battery replacement on my old iPhone XS they replaced the speaker for free. It is noted on my receipt.

That's because the bottom-speaker has to be removed to replace the battery, which damages the water-resistant seal. So they have to replace the speaker. Source: Work there.

 

[TigerNike23]

No Karen required. The probably forgot to connect the speakers ribbon. No charges coming your way I assume.

No charge… they said due to the original repair having a 90-day warranty.

I agree though, I bet they forgot to connect the ribbon/cable.

 

[Devyn89]

No charge… they said due to the original repair having a 90-day warranty.

I agree though, I bet they forgot to connect the ribbon/cable.

If they did the whole screen wouldn’t work. There’s two ribbons to connect the display and you need to plug in both for the screen to work at all in my experience. Likely it was a faulty screen replacement and they forgot to do audio testing after the repair.

 

[StaceyMJ86]

Apple replaced my daughter’s cracked screen earlier this year. They ended up botching the speaker, so my daughter got a replacement 11 for $29, which we ended up trading in for a 14. All in all, we were pleased with Apple and rarely had problems with the Genius Bar.