Genius Bar Feedback on Battery Issues
Ok..so I know there are hundreds of posts regarding various battery issues. I thought it might be helpful to post feedback on my genius bar visit today regarding my battery.
The issue with my battery is that the meter seems to be stuck at about 80% full, regardless of how much I use the iPhone or how long I charge it. I have no accurate way of knowing how much battery life I have left. I have even played 6+ hours of straight video to drain the batter and the meter never moves.
Fortunately, my lightning bolt icon (upper right corner) does eventually change to an a/c plug which tells me that the battery is fully charged even though the big green battery is always at 80%.
So the guy at the genius bar tried and inquired about all the usual tricks already discussed in this forum (restore, plug AC adapter to wall instead of USB, turn off wifi, bluetooth, etc). and concluded that it's most likely a software issue.
He did say however that the the usage statistics frequently mentioned here are controlled by AT&T and that it's functionality depends on AT&T sending some sort of over-the-air signal. Don't know if I buy that.
So, in a nutshell, they did not offer to replace the phone (not that they had any in stock anyway), but instead made a notation of the problem using my serial number and told me to wait for an Apple software update, which will most likely correct the problem. If it doesn't, then they can assume a hardware conflict and issue an replacement.
I know this is getting long, but I would like to add that my battery life itself seems fine. I just never know what I have left by looking at any of the two meters.
G5 Duo-Core Mac OS X (10.4.10)
My original iPhone had poor battery performance and would not reset the usage stats. There is no Apple Store near me, so Apple support sent a service phone and I sent mine in. The service phone has good battery performance and correctly reset the stats. I was notified that the original phone could not be repaired and a new replacement was sent to me. The new iPhone has great battery performance, but no matter what I try, the usage stats won't reset. Today I was told by Apple support that they believe this is a software issue and a revision would be developed to address the problem. There is no forecast availability date. It doesn't make any sense that a signal from AT&T would have anything to do with the battery stats. The service phone charged and reset the stats before I swapped my SIM into it.
Similar Messages
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Where to send/post Support/Genius Bar Feedback?
Where are we supposed to send/post Support/Genius Bar Feedback?
I'd like to share my experience but I can't find any place for this type of feedback.Hi Dancin' Brook!
If you had a positive experience at an Apple Genius Bar, maybe a forum related to the issue you were having, with your particular Mac model or OS, would be a good place.
For example, if it was your iMac G5, or your iBook G3, post in one of those forums.
Or if it was a problem with the installed Tiger 10.4.x OS, post in one of the Tiger forums.
Everyone enjoys reading good feedback!
You could also call, or revisit the Apple retail outlet where you utilized the Genius Bar, and relate your experience to a manager.
Good Luck!
ali b -
Making a case to a Genius for iPhone 4S battery replacement
Due to poor battery performance, I recently asked a Genius to declare my 4S a lemon and replace either the battery or the whole unit. I'd jumped through all of the remediation hoops, hard reset/rebuild, etc, and it looked like a legit lemon to me. The Genius assessment was that my battery performance was within the acceptable range and thus my request was politely denied. I'd like to understand what constitutes a replacement-worthy battery condition and whether there is a standard that is applied consistently across all Geniuses in all stores.
In the past, I've had my 3GS replaced by the Genius Bar for poor battery performance and the assessment seemed very subjective. This time with the 4S, the Genius used an iPad to download logs from my phone, notably the battery usage statistics for the two weeks prior. These are the Usage and Standby values that you can see in the Settings > General > Usage screen. They average two weeks worth of these values for their assessment.
In my case, the average Standby value was 18 hours. The Genius said that this was within the normal range and that 10-11 or worse would warrant concern. I don't recall if the average usage value came into the discussion.
I have two issues with the assessment:
1) It didn't take into account "booster charges". Standby measures duration from 100% charge to the time you read the setting. In the case of the Genius assessment, it seemed to measure the duration between 100% charge and the lowest charge level before a full recharge started. Lets call this a "battery day". The problem is that if you plug in during the middle of a battery day, you extend that day and skew the meaning of Standby duration. The iPhone notes this by showing the message "The iPhone has been plugged in since the last full charge". The problem is that the Genius doesn't take this into account. But simply, my average Standby of 18 hours was only that high because I was extending the battery day with brief booster charges.
2) Even without regard to the above, 18 hours is vastly less than the advertised 200 hours and significantly less than my informal poll of Standby values of 4S owners.
So my question is: Is there an objective Apple standard on what average Standby and Usage need to show to warrant replacement?
Thanks.You may already be aware, but just in case, note the following quote from https://www.apple.com/support/products/iphone.html indicates that the battery must be at 50% or more from original specs before they will replace it under AppleCare+.
Service coverage is available only for the iPhone and its original included accessories that are defective in materials or workmanship or for battery depletion of 50 percent or more from original specification.
Another option you may consider would be to pay $89 Cdn to have the battery replaced: Apple - Support - Service Answer Center -
How do I get an invoice re-sent from a Genius Bar for a handset replaced under warranty?
I took my iPhone 5 into a Genius Bar for a speaker issue. I was immediately emailed an invoice for the repair under warranty and told to come back in an hour. After an hour, they decided to replace the handset completely under warranty, but I don't have an email invoice relating to this replacement. The new handset needs to now be repaired under my carrier insurance, but they need to see an invoice from apple with the new handset's IMEI written on it.
Since I live a few hours away from a Genius Bar I really don't want to go in person just to ask for an invoice to be sent. Is there another way?
I have looked on my account at the online apple store and it's not there.
Can anyone point me in the right direction? It was just over 6 months ago in the Carindale store in QLD.
Thanks!
JoYou will need to call or visit the Apple Store and ask if they can resend the invoice. They're the only ones who can help you.
Regards. -
Mac book pro 10.5.7 sleep issue..... not even sydney genius bar can help me
ok hey guys, this is my first ever post on a support forum so please help me out!
I'll give any specific hardware info if needed later on but this is the basics:
i have had my mbp for over a year and 6months into it my mbp started going into sleep mode for no reason ...and no im not simple the energy settings are set to never sleep so its not that. Since then i have tried and tested everything under the sun to resolve the issue i have been to the genius bar and booked it in several times, each time they tell me they can not find any problem. I have had the logic board replaced - i have tried removing the p.list files, resetting pram thingy the battery test thing....everything...i have looked on endless forums for a resolution but nothing works!, it will go to sleep at random times generally when im doing alot of things on it it can run fine for days maybe sometime weeks but then its starts playing up again. When it does sleep the screen goes blank and the power light pulses but worst it cuts the internet connection which is terrible coz i have a time capsule and it cuts that link as well and messes that up entirely! sometimes it will just keep cutting out every 20-40 seconds untill i wake it by tapping the space bar or moving my mouse sometimes it just shuts down completely - i have done a compete erase & reinstall but ill b honest i still reinstalled some programs from my backups that cant be downloaded anymore (isquint etc) coz the genius guys said maybe a program is corrupting the hardware but if anyone has any ANY ideas or has the same problem please! tell me - im sure i could add more info n stuff but if u want 2 ask me specifics then i will answer anything to help
thanx again guys.
i should say at this point the only relief im getting to stop it from sleeping is if i disconnect the power adapter and use the battery that seems to stop it, but it has crashed(slept) on battery power as well but as of today doing this seems to help ....hasn't crashed since writting this! LOLHas anyone got any assumptions on suspect software that may cause my problem??
I see that louie has a possible response for you. I had forgotten about that problem.
lastfm, transmission or handbrake. Can anyone confim issues after installing these apps?
if not these softwares then im convinced im dealing with a power issue.
I would be doubtful (although not completely dismissive) of anything like these being the source of your problem.
the genius bar has said it may b an enviromental issue. this also may be the case, tho not so much recently. They said perhaps magnectic fields may cause it 2 go 2 sleep and its true moving my MBP around does seem to settle it for instance if i move it out of my room im yet to see any of my sleep issues occur
The movement sensor might be involved, as also louie's excellent suggestion of the temp sensor. It is difficult to know how to test these effectively and might need more tools than the GB can muster.
But i dont live in a electricity tower and i did move my MBP to the other side of my room where it worked for a good month - and then started again with the sparatic sleeping.
It is hard to disprove a negative. The only way to bring some sort of evidence to the table if there were some such interference would be to use the computer for an extended period away from where you are using it now. If it works without problem in (say) Starbucks or some other neutral area, and then fails within a few minutes of returning to your home, then there is something stronger to work with. Then you can start to track down some external source, I would guess.
So i will try a safe start as graham had suggetsed as this seems as a simple enough fix - but i do run a time capsule, ext 1TB HD, Wireless mouse etc ..which i presume will not work in safe mode .... and is the idea to just keep safe mode on untill it does crash again or will just starting up on safe mode then restarting solve the issue?
Time Machine ought to work in Safe Mode; and I would not suggest working that way for a lengthy period of time: just to start it up perhaps to clear something that is interfering. But what you write here is of interest: (A) The HD -- what is it (brand, etc, and how formatted) and how connected; plus the wireless mouse? What brand is that (and I presume you mean Bluetooth)?
As for A weak diode..I dunno what that is or how 2 check it
Right. I couldn't either, and most shops won't: they would just replace the board. There is a shop here . . . but that is too far for you.
i think the battery is ok ..as i said it performs better at this point when i disconnect the power...but not always... i had a terrible day yesterday when it would keep going to sleep everytime i reconnected the power, if i try 2 persist it will keep going back 2 sleep ever 30 seconds untill i eaither just leave it be for a while or untill it just turns off completely!
That suggests, as I mentioned earlier, something awry with the battery/power combination; especially if the performance is not consistent. A battery should deteriorate gradually, not come and go.
If it does turn off when i turn it back on it wont even get to the grey apple logo it just keeps turning off after 2-5 seconds (turning off not sleeping)
so im at a loss why that is!
No power. You have to wait a while until the power level is brought up to a workable level.
The power cord seems fine all the pins spring out - the middle spring is smaller than the others tho.
Mine too. That seems OK.
Do post those logs. Someone might see the answer. -
I dropped my Macbook Pro and now the battery is swollen, should I bring it to the genius bar?
My Macbook Pro fell off my bed (approx. 3ft) and dented the left side of the front left corner on the battery meter. Besides the damage everything seemed okay for a little while until I kept getting a erratic curser track pad. I kept cleaning it thinking some dirty or oil may of got on it or in the edges, but long story short I found out my battery is swollen and thats the reason for the erratic curser. The drop and dent impacted the battery causing it to swell. I feel that I just need a new battery. I purchased my macbook from the apple store and still have applecare. However I've researched online a bit and saw some people posted that if you drop your macbook, Apple will void my coverage. I also read that when people have had a swollen battery and applecare, they just brought it into the Genius bar and they went to the back and brought them a new battery. I've been super nervous to go see them as I've spent the extra bucks on Applecare and did not get any use of it. If anyone has had this issue or knows about it, please let me know!!
MacBook Pro 13" 2012, Mac OS X (10.9.3)I dropped my Macbook Pro and now the battery is swollen, should I bring it to the genius bar?
Yes !
I would take it in before it gets worse and breaks something.
Genius reservation http://www.apple.com/retail/geniusbar/
on-line https://getsupport.apple.com/GetproductgroupList.action
check warranty https://selfsolve.apple.com/agreementWarrantyDynamic.do -
Can't Resolve Issue via Phone/Genius Bar/iTunes E-mail-iTunes Authorization
Issue with iTunes authorization - Full Conversation with iTunes tech support. ( Top : Most Recent - Less confusing if you read bottom to top )
*This is still not working, I followed the instructions as well as called Apple Support on the Phone. I visited a Genius Bar today and they too could not fix my issue.*
*When i try to authorize the 'other email address' I get this : "your apple id or password was incorrect". I tried to recover the password and i get: "This apple id doesn't exist."*
On Jan 24, 2009, at 6:27 PM, iTunes Store wrote:
Hey Zach,
Liz here! I now see that you had already tried that. I am sorry about my initial misunderstanding. I have gathered some information, and I will be happy to further troubleshoot this with you!
I found an article for you on the iTunes support website. I am sending you a link to this article, which I believe may help. Please review the article using the link below to troubleshoot this authorization issue, and remove the SC folder from your computer.
iTunes repeatedly prompts to authorize computer to play iTunes Store purchases:
http://support.apple.com/kb/TS1389
If you are still asked to authorize your computer after following the instructions in the article above, please let me know. I will be happy to help Zach!
I want to thank you once again for being such an extremely valuable member of the iTunes family. I really hope you will continue to be an active iTunes customer. Have a great weekend Zach!
With warm regards,
Elizabeth
iTunes Store customer Support
Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.
*I do not believe you answered my question correctly, I said in my*
*question how i tried to authorize my music when a differnt email*
*address was in the apple Id field. I changed it to my current apple id*
*and I get the responce from the system with this computer is already*
*althorized, yet the song is still locked*
On 24/01/2009, at 5:00 PM, iTunes Store <[email protected]>
wrote:
Hello Zach,
I understand that you have been unable to authorize the purchases on
your iTunes account "[email protected]" due to three previous
account names not authorizing for you. I am sorry to hear about this
Zach. I can certainly appreciate how eager you must be to have this
resolved. My name is Liz, and I will be more than happy to help you
with this today!
If your computer is not currently authorized to play your previous
account name's purchases, when you double-click an item you
purchased before you renamed the account, the authorization dialog
may show the old account name. If this happens, you will need to
remove the old account name from the account name field, type the
new account name, and click Authorize. This authorizes your computer
to play the account's purchases.
If you are unsure about which account was used to purchase a
particular item, follow these steps:
1) Control-click (or right-click) the item in your iTunes Library.
2) Choose Get Info from the menu that appears.
3) Click the Summary tab. The account name will be listed on the
right.
If you need further assistance in locating the current account name,
please reply with the account name listed in your items' Summary
tab. In addition, please include the order number for those items if
possible.
You can locate order numbers by following these instructions on
reviewing your purchase history:
Seeing your iTunes Store purchase history and order numbers
http://support.apple.com/kb/HT2727
I sincerely hope that this helps. Please do not hesitate to let me
know if you have any further questions or concerns. I will be happy
to help. I appreciate your patience.
I want to thank you for being a valuable member of the iTunes
family. I hope you will continue to be an active iTunes customer.
Have a great weekend Zach!
With warm regards,
Elizabeth
iTunes Store customer Support
Thank you for allowing me the opportunity to assist you. You may
receive an AppleCare survey email; any feedback you provide would be
greatly appreciated.
*Customer First Name : Zach*
*Customer Last Name : xxxxx*
*email : [email protected]*
*Web Order # :*
*Support Subject : Authorization*
*Sub Issue : I can't authorize my system to play purchases*
*iTunes Account Name : [email protected]*
*Platform : Mac OS X 10.5*
*Country : United States (English)*
*Comments: I have contacted Apple's Phone Support and they could not*
*help me with my issue and referred me to this email address.*
*Problem : I currently have iTunes' Latest Version with a apple id*
*of : [email protected]*
*I've had iTunes for over 3-4 yrs. and over the time i've had changes*
*of email addresses and therefor I would update my itunes info to the*
*new current email address. I noticed how my Apple ID changed to my*
*new email address and proceeded thinking this was normal. Now when I*
*moved my iTunes with the migration assistance built in to Apple's OS*
*- Utilities, I can only play songs with my current apple ID - [email protected]*
*. If i were to play a song i purchased with :*
*"[email protected]" or even recover the password to this Apple*
*ID I get the response telling me "This apple ID does not exist." -*
*After reading online I tried replacing the field with "[email protected]*
*" with my current apple ID : "[email protected]". Once i click*
*'Authorize' the operation goes through and comes back with "This*
*computer is already authorized [ to that Apple ID*
*'[email protected] ]. I still try to play that song and it still*
*requires a authorization.*
*Previous E-mai; / Apple IDs :*
[email protected]
[email protected]
[email protected]
[email protected]
*Current Apple ID and E-mail Address :*
[email protected]
*TrackID: 7152211*
Message was edited by: dirty ankleI also found, finally, that selecting "manually manage" for the device on the summary page in iTunes for the helped.
-
I had my iphone 3gs for exactly a year and it worked fine. I upgraded to ios 5, and now the phone gets into a state where it won't charge even when plugged into the wall. I do some different operations and then it works for a few days.
I went to the genius store twice. Once they thought it was just a software issue with ios5 and different charging mechanisms. So, I went home happy thinking it was fixed. It happened again.
I went back yesterday and the genius bar says there is water damage and it is affecting the battery. I did see the red water damage line but I'm not sure I buy it. I was working fine before ios5. It seems a bit coincidental to me.
Have any of you seen this problem before? Is it truly the water damage that is the problem perhaps excacerbated by the ios5 increased battery depletion bugs? Or could it indeed be some sort of software issue?
In addition, what options do I have now?There are still battery issues with iOS 5 and another update is forthcoming. In the meantime do you have an Exchange mail account on your iPhone?
Your charging problem is almost certainly related to the water damage on your iPhone. You can do an out-of-warranty replacement for $149. -
For the second time (I've been to the Genius Bar already once with this) my Wifi isn't working. They gave me a new iphone last time, but the new one has the same issue as the old one, I'm guessing. I've tried resetting the network but that doesn't work.
I see others have this issue too.
If this is a hardware problem why doesn't Apple fix it? Or do I just have to wait another year for another upgrade?
Currently it's not costing me anything - yet - because I've got the Apple Warranty but this is totally frustating!!! I bought the original phone (which has been replaced in July 2012. The new phone (without working Wifi) is a month old.
Will try Restore via ITunes before (I will invariably) have to return to the Genius Bar for another Iphone 4S unless someone has an ingenius solution here?..?sematson wrote:
If this is a hardware problem why doesn't Apple fix it? Or do I just have to wait another year for another upgrade?
For what reason, other than making yourself look foolish, would you ask questions that we users could not possibly answer as we're NOT Apple?
Basics from the manual are restart, reset, restore from backup, restore as NEW. Nothing more "ingenius" to suggest than these steps that Apple has outlined in the manual. If these steps don't work, then go back to the Apple store. -
I have a six months old iPhone 5s that I use and have to use for work purposes, I have for a approximate battery life of seven or eight hours.
I went to the Genius Bar on five occasions and did not receive substantial help. I was told that I would have some applications crashing in the background but was unable to be told which ones they were. The phone is still on the warranty, but it's Apple tells me that it is not the hardware but my usage. I compared it to some of my colleagues and none of them has a battery problem like I do. I feel like I am left with a product that is not stand up to its specifications, and as a customer being totally left alone with a smart phone that does not even last through a workday. Any suggestions how to get through to Apple with this?? I was always very impressed with Apple's customer service and care up until now, obviously. Now Im ready to jump ship...Thought it had worked but soon found out it had not.
after further days of trying finally, solved it for me Yesterday.
turned off notifications when locked, and bingo, wow.
i have not turned off iCloud but location services are also off.
best thing to do I found was keep checking your usage, settings, general, usage, and flip down to bottom, if the standby and usage are similar there is a problem, if there is a big difference then all is ok. Just keep turning things off and on until the difference is very apparent.
something on my phone was keeping the phone alive even when turned off, and I think this was the phone repeatedly trying to update continually.
to me this is definitely down to the iOS, my wife has exactly same phone and iOS but hers doesn't have any problem and the battery lasts for days.
the guy at the Genius Bar told me to restore the phone via iTunes, not iCloud. This is because iCloud remembers the exact info from your phone and simply reinstates it when you restore, and this includes the iOS too.
when I get home from holidays that's what I'll do, or wait for iOS 8 in few weeks. But I'm so pleased I finally made it work, I was beginning to think ditch the phone and buy Samsung.
anyway anyone out there please try my final solution and let me know if it works for you? -
Genius Bar Guy Re-established Software to Solve Battery Problem 4S ???
iPhone 4S is 2-years-old and running iOS 7.1 was suddenly losing battery charge after a few hours in Standby mode.
I took it to the Apple Store and a guy from the Genius Bar took the phone into the back for 15 minutes and gave it back to me.
He said to try it for a few days.
He said it was a software problem and he had to "re-establish it to the normal software."
Anyone have a guess as to what that means?
Thanks, cbWhat do you mean by "restored the device"
Did he back it up and restored factory settings? Then restored what he had backed up?
I should have asked him more questions.
Thanks, cb -
my computer has been seen at Genius bar 6 times for freezing up, reloaded all original settings, all of their diagnostics, and they even sent it to the apple shop where they replaced the battery and logic board. Still freezes after I try to reload iTunes stuff and app stuff from apple, especially iPhoto which is seems to refuse to load and then begins freezing up all over again. Anyone else have this problem. Other than this, I have had absolutely no problems with this computer. Now, it's a file of junk.
Hi Ronald ...
Have you checked lately to see how much free space there is on the disk? Especially since iPhoto freezes at launch ...
Click your Apple menu icon top left in your screen. From the drop down menu click About This Mac > More Info > Storage
Make sure there's at least 15% free disk space.
And make sure the OS X software is up to date.
Click the Apple top left in your screen.
From the drop down menu click: Software Update
If you have anti virus software installed or are using third party Mac cleaning utiliites, that may be part and parcel of the your problems. -
Can anyone help me- I recently had an archive operating reinstall completed at the genius bar (so they didn't have to delete my hard drive), but now my battery says "not charging." It used to hold a 2.5 hour charge, and now nothing. Can anyone help?
Hi, Michelle. Welcome to Apple Support Communities.
Have you tried resetting the SMC? The SMC (System Management Controller) has control over the charging function, so resetting it may help. -
I have an iPod Nano that is synced to my mac, but it is sent in for the battery issue. Anyway, I have bought a 2nd gerneration Ipod touch and I want to now sync it to my mac, but it does not show up in the left menu bar. Please help. Thanks All!
http://support.apple.com/kb/TS1591
There have been some problems accessing pages on the Apple web site. If the hyperlink gives you a "We're sorry" message, try again. -
The battery life between charges on my iPad has plummeted to about 2 hours. The guy at the genius bar said the charge should last about 10 hours and suggested it might be an app (unfortunately I didn't have the device with me and the nearest Apple Store to me is 2 hours away). Does anyone know of apps that cause heavy drains on power? It also does not charge when it is plugged into my MacBook while I am using the iPad but it does when I am not using the iPad. I mostly use the iPad to read e-mails, play Team Lava games, read books through iBooks or Kobo and the ABC Player. Any thoughts would be greatly appreciated! Thanks!
Restore is about the only option left, short reinstalling the whole thing as new.
Before you restore, go to I tunes and turn off automatic sync. Then plug the machine in. Upload any photos that you have taken with the pad into I photos, or where ever you keep your pictures. Then, in I tunes, transfer any purchases.
If any apps or purchased music get lost in the process, you can download them again for free.
You do not want to make a backup of what you have on the pad now. If you do, when you restore, you will simply recreate the same problem.
What you want to do is restore from a prior backup. Do that.
Then run the system status app and see what the CPU numbers look like. If they are ok, then you can start to re add apps until the problem shows up.
If this does not do it, then the last step is to set the pad up as new. Check the numbers, then add the apps and settings back one by one. While it is likely to be an app, it may be a setting somewhere.
Maybe you are looking for
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