The nightmare continues
To my surprise, the last steps were the most infuriating. When we turned the phone back on, a warning message popped up saying the battery and screen had been replaced with unknown parts. This was annoying because the battery was an original Apple-ordered part. The screen was original too, as it came from another iPhone.
However, to finish the repair, Apple requires anyone using the self-repair program to run System Configuration, which includes calling a remote customer support representative to confirm and pair the part serial number to the phone. Only then is the fix authenticated, which makes the warning message go away.
Apple’s self-repair site directed me to an online application to chat with a representative. There, a worker named Carlos asked me to plug in the phone and press and hold three buttons to go into diagnostic mode.
I tried this step several times. Nothing happened.
Carlos pasted the same instructions with buttons. I tried again. Then again. Only after consulting an online forum where someone posted a different step was I able to start the diagnostics mode.
After more than 30 minutes, we were done. The warning message for the unknown battery is gone.
Notes for Apple
Apple said it welcomes feedback as it has continued to develop its self-repair program. So here it is mine. Like any new tech tool, this software is a new product with its own pros and cons and the potential to be much better.
There are some benefits that will lead to higher quality and cheaper repairs for everyone. Now all independent repair technicians, including Mr. Tayeb, have access to Apple tools. (He said he’d probably buy an Apple press to lock up the iPhones.) Everyone can now read the official instructions on how to make repairs, taking the guesswork out of it.
But the entire experience was far from simple, and even for those who try, Apple exercises a great deal of control by requiring approval for its fixes. If we install parts from Apple, such as a working screen taken from another iPhone, they should work – period.
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