Apple i phone support won't help me.

[Oblomov21]

Please does anyone have any advice?

I am getting nowhere with Apple support.

I bought a new iPhone 11 August 20 from the Apple shop near me I have the receipt which I have already sent apple is proof of purchase.

It ran fine from August 20 December 20.

I am a prolific phone user and use my phone for everything Facebook mums net messenger WhatsApp emails everything.

But other days when I work from nine till three I hardly use it at all I my only send my husband a couple of texts.

Around Christmas time I noticed that on the days I do work with minimal usage the phone was dying at about 2 pm.

I took photos to prove this suddenly at 2 pm it would be 12% 6% or 2%.

I contacted Apple support in February 21 and I've had 30+ phone calls with them including one today.

I also took it back to the Apple Store and they run diagnostics and he claimed that as far as they were concerned there was nothing wrong with it.

He suggested I deemed the brightness on my phone and wondered whether I had any background apps running behind the scenes using battery life without my knowledge. I handed in my phone and asked him to look and turn any that I had running off he reviewed it and said oh you hardly have any there are three here shall I turn those off which I replied yes.

He said run it will run it like this for a week and see if it makes any difference.

I felt like I was being fobbed off like his desperate attempts reeked of desperation I said to him you don't know what's wrong with it do you I said I feel like you're not offering me any proper solution is it reeks of desperation is it's like a sticky plaster you don't know what to do you're just suggesting I did my brightness are you seriously suggesting that such a minor thing would correct a major fault such as what I'm telling you I have.

He was ice cold and said a diagnostic test show there's nothing wrong with the hardware and nothing wrong with the software.

I feel like standing in a court of law and screaming in frustration apple insist there's nothing wrong with this phone but are use it every day and I'm telling you the phone dies in the middle of the afternoon even on a day when I'm at work with minimal usage.

I feel like this phone isn't safe I said iPhones for 20 years this is the first brand-new one I've bought from the shop.

I'm a diabetic I don't want my phone dying I want to know that it's safe and secure so if I have a diabetic hypo I can phone my husband or I can phone and ambulance I don't feel safe I know that sounds dramatic and I'm milking it a bit.

I feel like I've got nowhere left to go because it's now gone past work August I'm now out of warranty I feel that they deliberately made drag to my case out for as long as possible so that on my phone is now not in the warranty period.

I feel a steamer stalemate because they say that there is nothing wrong with the phone and I insist there is.

I'm going to the Apple shop again this Friday. I have asked for a complaint I have asked for a record of all my phone calls I have emailed apple I've tried to get this escalated I've tried to make complaints I've got nowhere.

I feel powerless.

Today after yet another telephone call they have agreed to send me a box and I will send it back to Apple repair however on the phone the man warned me that is highly likely they will once again run diagnostics and claim that there is nothing wrong with this phone and then send it back once again I'm in stalemate and we go round and round in circles them insisting there's nothing wrong with it me insisting that there is I can't see any resolution to this.

I don’t have any advice but lots of sympathy @Oblomov21

I had a similar issue and was facing buying a new phone, it felt pretty unfair. Somehow my phone issue resolved itself, despite Apple declaring it ‘entirely dead’ 🤷‍♀️

If I were you I’d do the factory reset and if that doesn’t sort it pay for a new battery. It sucks though.

So the issue started in December but you didn't bother until February to report it? Then they told you to take it into store last month but only now that's been done and it's too late?

There are so many things you can do yourself to reduce battery use but you seem reluctant to even try anything?

Sympathies OP
I think I would do as others have suggested and make a note of how quickly battery goes each hour when on airplane mode.
Maybe even screen shot. Then surely if there is an issue with it consistently doing that you can present them with the facts and evidence and take it from there.

Pineapple ?

Yes, that's right. It started and then it took me a few weeks to log a case. I noticed it over Christmas. I was still off 1st week of January. I googled mid January. I got a case number 1st feb.

So shoot me now. FGS.

After many many phone calls, They eventually told me to take it to store. They made me an appointment. I went.

Shoot me now.

All their suggestions, all the location services, etc, were already turned off.
So many of the little things that have been suggested to me I have already done or were already turned off so don't apply and yet you call me reluctant?

This is not helpful.

Appreciate I am emotional now, but this has been going on for a long time, very stressful, I have been on the phone to them for hours and hours repeatedly. I have cried on the phone, in frustration.

and I have tried very very hard and being very compliant with everything they asked me to do and to be called reluctant? I have done absolutely everything I have been asked to do diligently so I don't see it as reluctant.

What does your battery health say?

Settings > Battery Health.

That’s pretty reliable. It’ll tell you if the battery is struggling, needs servicing, needs repairing.

I do use an Apple iPhone charger, but also use another, a very expensive one Dh bought.

But that might well be the issue. There was a case suit a few years ago against a company that made fancy Apple chargers - they worked, and looked good, but they can’t use the same technology as the apple ones and slowly strangled the battery. As someone else said, Apple chargers do a lot of intelligent management in the charger, and the unofficial ones don’t (even the expensive ones). It’s quite possible that’s ruined your battery.

But in the meantime - what’s your battery health status? And on that screen, if you tap to “last 10 days”, when was the last charge and what is your avg screen time on?

Have you tried using the low power mode? That helps battery life. It does sound faulty though

Am I missing something, can you not just charge it up when it needs it? I carry a small power pack in my car. Sometimes a charge will last 24 hrs other times I need to charge it a couple of times during the day.

If I'm in an area with low signal my phone can use alot of battery trying to connect to phone signal or data. And if I'm away from home I often them the WiFi off as it uses battery searching for that.

What does it say when you click on battery health?

What’s the maximum charging capacity and are you using optimised charging..?

Sounds obvious but could it just be you need a new battery?

@Oblomov21

Thank you. I appreciate the time and effort to write such a long responses. I have taken on board all the suggestions. Many of which I have already done, but many I have not.

I do use an Apple iPhone charger, but also use another, a very expensive one Dh bought.

and no it hasn't got wet or been damaged.

I do feel like a difficult customer. I didn't want to be.

And re-the helper in the shop going into default mode. I was really really polite, deliberately quiet when I first went in. he basically took his stand very early on, after the diagnostics and I basically begged him please is there anything else you can try.

Only then did he check the phone for running background apps and then suggested dimming my brightness. Which is very dim anyway.

Underneath I was extremely frustrated and felt he wasn't taking me seriously or giving me any reasonable service. but I tried to remain very calm and just said I'm really sorry that that feels like a very weak fix.

I was playing dumb and doing my old classic female trick of trying to be Uber polite but really Inside I was absolutely seething that he was being so dismissive right from the start.

So I dispute the fact he 'flipped' to the 'work to rule' after I was apparently being difficult. because that's not what happened. he started at that point. he never gave me any decent service in the first place.

So your not using a genuine Apple charger.

At this point Apple will had your phone back to you, smile and wish you a good day.

Your husband's charger may have damaged your phone. Just because it was expensive doesn't mean it's suitable.

Dh bought a 12 from the apple shop last week. You don't even get a charger in your box with your phone anymore.

The server said it was because Apple are trying to be greener.

You can look at the battery health in settings?

Keep the 'I have had iPhones for 20 years' out of any discussions you have with them, and anyone else if you take it further legally. They haven't been around that long so it will cast doubt on anything else you tell them.

Can’t you just get a new battery on insurance? Rather than keep fighting with them?

@Oblomov21

Dh bought a 12 from the apple shop last week. You don't even get a charger in your box with your phone anymore.

The server said it was because Apple are trying to be greener.

True. But you still have to use a genuine Apple plug to charge the phone.

You take the risk if you use a non genuine plug and it damages your device.

If I see my phone (samsung) running low on charge then I charge it. I have battery packs for out and about. If I'm using it a lot i need to charge it more often, certainly at least daily

If it hasn't already been suggested. Try posting on the Apple Support Forum. Have a good read first though as others may have had the same issue & have found a fix for it.

I've always found apple staff really good, but if they hit a problem that isn't yet logged as a fault, & it's not an obvious fault, there is little they can do.

I had this once with an issue with the button weakening the screen & it breaking too easily & spontaneously. It wasn't a known fault when I first took it back & there was little they could do bar fix it & charge me with a note that I was entitled to a refund if this did come through as a fault. They also suggested Apple Support Forums. There I learnt I wasn't the only one with the same problem & it did come through as a fault shortly after & they refunded me the replacement screen without quibble & swapped my phone

Are you putting it in a locker/ drawer while you work? Just wondering if it's trying to find a signal/ location and that's burning through the battery quicker on your workdays.

I’ve had iPhones for years, and they are my phone of choice. However this situation seems to be having a massive strain on your mental health.

My suggestion would be that you sell it to the likes of CEX and buy something else.

You are right. I've fought and fought and now I feel a right fool because it hasn't been worth it.

I stupidly thought they might help me. I should've saved myself the trauma, and just bought a new battery. Or sold the phone.

I'll talk to Dh tonight.

I’ve reread your op.

As I understand the battery is only draining when you are at work. If that is the case then it cannot be a fault in the phone.
The phone will only function in a different way at your work due to external factors. Mine drains quickly at work if I work in a certain room that has a very poor signal as the phone is working hard to make a connection.

If this is only happening at work then it is not a fault with the phone.

Big conglomerates love beating the little man down till they just go away. I know this. I feel a bit of a tit, that I allowed them to drain me of so much emotional energy.

I do feel stupid.

@Oblomov21

Big conglomerates love beating the little man down till they just go away. I know this. I feel a bit of a tit, that I allowed them to drain me of so much emotional energy.

I do feel stupid.

It’s not that. Did you read my last post?

If this is only happening at work then it isn’t a fault in the phone.

Op people have been trying to help but I understand you want more. I hope you find a resolution to your liking

Ok East. Thanks.

I work 2 days at one place, 2 days at a different place.
What do you suggest I do? Just turn off WiFi and also mobile data, when I am working at my 2nd place?