Apple on Monday announced a new replacement program for 2017’s iPhone X owners who experience problems with display touch responsiveness.
The company has determined that a display module component in some iPhone X devices can fail and cause issues with touch responsiveness, according to a recently published support document detailing the issue and the program.
Symptoms include a display or part of a display that doesn’t respond to touch. Some impacted devices may respond intermittently, while others won’t react at all to any touch gestures, the document suggests.
As part of the replacement program, customers can bring their impacted iPhone X into a service provider for repair. The display module component will be swapped for a new one at no cost.
Because there’s no instruction to check serial numbers, it does not appear that the issue is confined to iPhone X devices sold during a specified period. That suggests that any iPhone X device can have the aforementioned display module component fail.
It’s worth noting that reports of sporadic touch responsiveness or unresponsive displays have circulated on Reddit, Twitter and various other social media sites and Apple-related forums since the iPhone X was released.
Users who have experienced this issue should bring their iPhone X devices to a brick-and-mortar Apple location or an Authorized Service Provider.
Users who have experienced this issue should bring their iPhone X devices to a brick-and-mortar Apple location or an Authorized Service Provider. Alternatively, customers can contact Apple Support to arrange mail-in repair service.
Apple recommends that customers fully backup their iPhone X to iCloud or via iTunes before bringing it in for service. That’s best practice for any type of repair or diagnostic.
On a side note, Apple says that some damage — like cracked or broken screens — could cause problems with the display module replacement.
Any such damage needs to be addressed before the module can be replaced. A screen repair currently costs $279 if a device is not covered under warranty or AppleCare+.
The repair program does not extend any standard warranty or AppleCare+ coverage and repairs may be limited to the original country of purchase. It only covers impacted iPhone X devices up to three years after their original sale.
Lastly, if customers experienced this issue and paid full price to get it repaired, the document advises them to contact Apple Support for a refund.
Contact Apple Support