1. doogald's Avatar
    Apple posted a detailed update about this issue on their Chinese web site yesterday, along with the news that the next iOS update will include a battery diagnostic reporting tool to see how batteries are responding, since there are phone that are outside the current September/October manufacturing date that are showing the problem (my sister's 6s Plus is doing this, and it's worse than my phone.)

    I presume that this is coming with iOS 10.2. It may also explain why people are suddenly seeing worse battery performance with the latest beta versions of this update?

    See https://support.apple.com/zh-cn/HT207414 (scroll down for English)

    A Message from Apple about 
iPhone and Unexpected Shutdowns

    Posted 06.12.2016

    We work hard to offer our customers the best product, experience, and customer support. We believe this is why we have earned the highest customer satisfaction rating of any smartphone maker in China and around the world.

    We take every customer concern very seriously, including the limited number of reports of unexpected shutdown with iPhones. We also want to thank the agencies for forwarding concerns to us and their engagement with us. Every time we encounter an issue, we investigate using a thorough process including analyzing these devices. We also look at diagnostic information from the broader set of customers who have opted in to our standard diagnostic data reporting. When we find something, we work to quickly provide our customers with a solution.

    As a result of our investigation on this, we found that a small number of iPhone 6s devices made in September and October 2015 contained a battery component that was exposed to controlled ambient air longer than it should have been before being assembled into battery packs. Two weeks ago, we launched a worldwide program to replace affected batteries, free of charge. We again apologize for any customer inconvenience.

    It's important to note, this is not a safety issue.

    A small number of customers outside of the affected range have also reported an unexpected shutdown. Some of these shutdowns can occur under normal conditions in order for the iPhone to protect its electronics. In an effort to gather more information, we are including additional diagnostic capability in an iOS software update which will be available next week. This will allow us to gather information over the coming weeks which may potentially help us improve the algorithms used to manage battery performance and shutdown. If such improvements can be made, they will be delivered in future software updates.
    Older message from the same site (notice was I bolded):

    Posted 01.12.2016

    We care deeply about our customers and take seriously concerns they have about their Apple products. After hearing reports from iPhone customers whose devices unexpectedly shut down, we thoroughly looked into these reports, and collected and analyzed devices.
    We found that a small number of iPhone 6s devices made in September and October 2015 contained a battery component that was exposed to controlled ambient air longer than it should have been before being assembled into battery packs. As a result, these batteries degrade faster than a normal battery and cause unexpected shutdowns to occur. It's important to note, this is not a safety issue.

    To help our customers who are experiencing this issue, we are replacing batteries in affected devices, free of charge. iPhone 6s owners can easily find out if their device is eligible by typing in their device’s serial number on the iPhone 6s Program for Unexpected Shutdown Issues web page. We apologize for any inconvenience this has caused customers.

    We also want our customers to know that an iPhone is actually designed to shut down automatically under certain conditions, such as extremely cold temperature. To an iPhone user, some of those shutdowns might seem unexpected, but they are designed to protect the device’s electronics from low voltage.

    We looked for any other factors that could cause an iPhone to shut down unexpectedly. After intensive investigations, no new factors have been identified. We will continue to monitor and analyze customer reports.

    We encourage any customer who experiences an issue with an Apple product to visit an Apple Store or an Apple Authorized Service Provider, or to contact Apple Support.
    12-07-2016 05:34 AM
  2. metalchick719's Avatar
    Mine didn't do it every time -- has happened a couple times and I have cycled it a few other times. Battery life is terrible since I started having issues.
    When did it start happening with your phone? I haven't ever experienced a single shutdown, and I've had my 6s since September 29, 2015.
    blemoon42 likes this.
    12-07-2016 10:00 AM
  3. doogald's Avatar
    My battery is at the Apple Store and my replacement appointment is tomorrow at 11:30 am. I'll let you know how it goes...
    My phone was repaired successfully.

    I asked some questions about this. I said that I had heard that there was a possibility that the phone would break during the repair, and that I would then receive a refurbished phone if that happened. The technician said that both were false. He said that there was a chance that *the battery* may be damaged when they try to install it, and if that happened, because the part was constrained, I would be offered a replacement device. However, he said that the replacement would not be refurbished, but would instead be a new device. He checked inventory and they had two in stock when I dropped off the phone. Since I have a 64 GB 6s and they do not offer that as new anymore, I didn't ask if they would give me a 128 GB device instead. Maybe that's what would have happened?
    12-07-2016 01:24 PM
  4. doogald's Avatar
    Oh, and the battery is shipped to Apple in a relatively discharged state. When I picked up the phone, it was at 23%.
    12-07-2016 02:15 PM
  5. eyecrispy's Avatar
    Brought my daughter's phone in tonight. Guy said they didn't have batteries in stock. You'd think that if they make a blanket announcement about these replacements, they'd up the stock of batteries in their stores to handle these. Now we have to wait at least a week before going back to get it fixed up. I hate going to the mall during the holiday season. Oh well.
    SwitchBeach likes this.
    12-07-2016 09:48 PM
  6. robertk328's Avatar
    When did it start happening with your phone? I haven't ever experienced a single shutdown, and I've had my 6s since September 29, 2015.
    About a month ago.

    Got my battery replaced yesterday. Even with my appointment I was still in line for the replacement process. Took about an hour and will see how the battery response today. Hoping for the best!
    12-08-2016 06:46 AM
  7. jkmasi's Avatar
    After an online chat where the rep determined that my 6s was one of the affected units, I was given an appointment for battery replacement at the closest Apple Store, which is over an hour from where I live and work. When I got there (taking off work for the afternoon), the genius told me that they were out of batteries, so I would need to come back. I was very upset and told him that it wasn't reasonable for me to have to come all the way there only to find out that they couldn't perform the replacement - which was the whole point of the appointment. When I made the appointment with the chat rep, why doesn't that trigger some sort of stock check, or supply order? Anyway, after a lengthy consultation with the manager, they just replaced my phone. I am assuming it was a refurb, as it did not come out of a retail box, but I could be wrong. Maybe the phones they keep on hand for replacements are in different boxes (flat, white with black writing). Anyway, I left with working phone, so I am happy.
    blemoon42 likes this.
    12-08-2016 06:55 AM
  8. metalchick719's Avatar
    About a month ago.

    Got my battery replaced yesterday. Even with my appointment I was still in line for the replacement process. Took about an hour and will see how the battery response today. Hoping for the best!
    Good luck to you!

    Hmm... I'm wondering if it's the iOS 10.1.1 update that's suddenly caused the iPhone 6s battery to go all wonky. Crazy!
    12-08-2016 09:53 AM
  9. metalchick719's Avatar
    After an online chat where the rep determined that my 6s was one of the affected units, I was given an appointment for battery replacement at the closest Apple Store, which is over an hour from where I live and work. When I got there (taking off work for the afternoon), the genius told me that they were out of batteries, so I would need to come back. I was very upset and told him that it wasn't reasonable for me to have to come all the way there only to find out that they couldn't perform the replacement - which was the whole point of the appointment. When I made the appointment with the chat rep, why doesn't that trigger some sort of stock check, or supply order? Anyway, after a lengthy consultation with the manager, they just replaced my phone. I am assuming it was a refurb, as it did not come out of a retail box, but I could be wrong. Maybe the phones they keep on hand for replacements are in different boxes (flat, white with black writing). Anyway, I left with working phone, so I am happy.
    It's definitely a refurb. My boyfriend had a problem with his iPhone 5s in the summer of last year (repeated Blue Screen of Death) and brought it to the Apple Store. They couldn't fix the issue, so they gave him a replacement that was a refurb. I think they only give refurbs when your phone can't be fixed.

    Did you actually experience a shutdown with your 6s? I just find it odd that mine came up on that form Apple has as being a model that's eligible for the battery replacement since I've never had a single problem (keeping my fingers crossed that my iPhone is an odd one out of the bunch, in that regard).
    12-08-2016 09:56 AM
  10. robertk328's Avatar
    If your phone isn't brand new, a refurb is fine. With a new battery your current phone is essentially a refurb without the inspection!
    12-08-2016 12:32 PM
  11. robertk328's Avatar
    So far my battery has been good.
    12-08-2016 12:39 PM
  12. doogald's Avatar
    After having the battery replaced a couple of days ago - my battery life is pretty much the same as it was before. It is a bit better, maybe 5% better at then end of the day, but it's also brand new vs. 14 months old.
    12-09-2016 09:36 PM
  13. robertk328's Avatar
    After having the battery replaced a couple of days ago - my battery life is pretty much the same as it was before. It is a bit better, maybe 5% better at then end of the day, but it's also brand new vs. 14 months old.
    Mine's been somewhat better, depending on use. Could always be something else causing it. I'm wondering what the actual cause of the shutdowns is, besides just a bum battery.
    12-10-2016 06:34 AM
  14. doogald's Avatar
    Mine's been somewhat better, depending on use. Could always be something else causing it. I'm wondering what the actual cause of the shutdowns is, besides just a bum battery.
    If you look at the link from my post number 26 up above (post 26) Apple seems to be saying that the phone is designed to shut down when it encounters low voltage from the battery in a variety of conditions (extreme cold is one of those conditions.) The fault in the battery must have caused intermittent low voltage so the phone would shut down.
    robertk328 likes this.
    12-10-2016 09:46 AM
  15. robertk328's Avatar
    If you look at the link from my post number 26 up above (post 26) Apple seems to be saying that the phone is designed to shut down when it encounters low voltage from the battery in a variety of conditions (extreme cold is one of those conditions.) The fault in the battery must have caused intermittent low voltage so the phone would shut down.
    OK cool, makes sense!
    12-10-2016 10:36 AM
  16. Big Dookie's Avatar
    Want to get your defective iPhone 6s battery replaced? Hope you have a pristine screen before you take it in:

    Monday, Dec 12, 2016 05:07 PM
    Duration 30 minutes 10 seconds


    Jeff
    Thanks for contacting Apple Support. My name is Jeff. Please give me a moment to look over your information.

    Big Dookie
    Okay.

    Jeff
    Hi Justin, Your case number today will be 100088395584. How are you doing today?

    Big Dookie
    Good, thanks. Just wanted to get some information on how to handle an issue we're having with my wife's iPhone 6S.

    Jeff
    Great! Im glad to hear your doing good today. I would be glad to help. What is happening with your wife’s IPhone?

    Big Dookie
    She's having a battery issue where the phone will often times randomly shut off with a large percentage of battery still left... sometimes 20-40% or more. Or it will drop by a large percentage, like 45% down to 12% instantly.

    Big Dookie
    Additionally, she's seeing extensive battery drain. Sometimes the phone will go from a full charge to shutting off within two or three hours. We've checked all the usual culprits like brightness, background app refresh, etc. Nothing should be causing the battery to drain that fast.

    Jeff
    Im very sorry to hear that. I can certainly understand how your phone turning off and the battery draining will be making it very hard to use. So I will do all I can to help make sure this is resolved.

    Big Dookie
    For context, we are aware of the iPhone 6s Unexpected Shutdown battery replacement program, and her phone is eligible from looking it up on the website... so I have a little more info to provide there when you're ready.

    Jeff
    Thank you. In this case I would like to ask, is this the IPhone 6s Space gray 64GB?

    Big Dookie
    Correct.

    Jeff
    Ok thank you. So you are correct the phone is eligible. So that will mean we get the phone into a Apple location or setup the repair by mail. We can do whichever option is easiest for you.

    Big Dookie
    Okay, thanks... and actually that's where the additional info comes in, so let me try to explain real quick.

    Jeff
    Sure no problem.

    Big Dookie
    We did set an appointment and take it into an apple store and have someone at the Genius Bar look at it. They agreed that the battery was eligible for replacement. However, her screen has a very small crack in the bottom left corner of the screen. Small enough that you can't even see it with the case on. But the guy there said that, to replace the battery, they'd have to remove the screen, and because there is a crack in it that the screen would be destroyed in the process and they'd have to replace it. However, they said that even if they were the ones that destroyed the screen in the process of replacing the battery, we would have to pay for the cost of the replacement screen.

    Big Dookie
    So I wanted to contact you guys directly and see if this sounded right. The phone is perfectly fine besides the small crack right now, so it seems unfair that, if the screen was made unusable during the process of replacing a defective battery, we would have to pay for it. So I wanted to see, does this sound right? Are there any other options for us here?

    Jeff
    Im very sorry about this. I do understand. That is correct. We do need to have the screen replaced if it is cracked. Since the cracked screen is not covered under the warranty. There is a cost to replace the screen. So what that store did tell you is correct.

    Big Dookie
    So even thought the iphone is perfectly usable otherwise, if you guys made it unusable in the process of replacing a factory defect, we would be the ones that would have to pay for it? I just want to confirm this is the case.

    Jeff
    Yes. That is correct. The screen damage is not covered by warranty. We are only able to use this program on phone’s that do not have Physical damage. If they do have physical damage there is a cost to replace the screen.

    Big Dookie
    Okay, thanks for clarifying. So one more question... would it be possible to simply have the battery replaced without replacing the screen, and then go to a third-party vendor to get the screen replaced? In other words, do we HAVE to get the screen replaced when the battery is replaced?

    Jeff
    Im sorry. IT would have to be replaced when we do the battery repair. If you were to go to a 3rd party for the screen the repair. That would keep us from being able to perform the battery replacement or any other repair moving forward. When a phone is repaired by a third party we are no longer able to work on that phone.

    Big Dookie
    So if we want to get the defective battery replaced, the only option then is pay $150 for Apple to replace the screen?

    Jeff
    That is correct. It is Actually $129 on the IPhone 6s. Here is the webpage with the details. https://support.apple.com/iphone/repair/screen-damage

    Big Dookie
    Alright, understood. Well thank you for your time Jeff, I appreciate your help.

    Jeff
    Ok great. No problem! I was happy to help. Thank you for chatting with me today! If you think of something else you'd like to ask, just chat us back, we’ll be here.Have a great rest of your day!

    Big Dookie
    Thank you, you too.
    Am I out of line for thinking this is complete and utter bull? If the phone is still completely usable, and they are the ones that will make the phone unusable in the process of correcting THEIR factory defect, why should I have to pay for it? This makes absolutely no sense to me.
    Last edited by zocster; 12-12-2016 at 05:52 PM. Reason: removed profanity
    12-12-2016 05:10 PM
  17. tcuprof's Avatar
    1) Is the phone still in warranty?
    2) Do you have Apple Care?
    3) If you had the screen replaced first at a 3rd party repair shop, would Apple be able to tell and then not replace the battery for free?
    12-12-2016 06:18 PM
  18. jkmasi's Avatar
    It's definitely a refurb. My boyfriend had a problem with his iPhone 5s in the summer of last year (repeated Blue Screen of Death) and brought it to the Apple Store. They couldn't fix the issue, so they gave him a replacement that was a refurb. I think they only give refurbs when your phone can't be fixed.

    Did you actually experience a shutdown with your 6s? I just find it odd that mine came up on that form Apple has as being a model that's eligible for the battery replacement since I've never had a single problem (keeping my fingers crossed that my iPhone is an odd one out of the bunch, in that regard).
    Yes - mine shut down several times before I contacted support via online chat. The first time it happened I thought maybe I had misread my battery level. Then, a couple of months later (not kidding) it happened two more times a couple of days apart. I also realized after getting this replacement that my battery life had deteriorated quite a bit. The refurb/replacement is much better.
    metalchick719 likes this.
    12-13-2016 12:41 PM
  19. eyecrispy's Avatar
    Waiting for my daughter's to get done. They said 3 hours! That's how backed up they are. Crazy.
    12-13-2016 04:12 PM
  20. robertk328's Avatar
    Waiting for my daughter's to get done. They said 3 hours! That's how backed up they are. Crazy.
    Yeah its bad. And I don't think they have the people to do that many. Once in a while, sure, but not at this level.

    Mine's been solid since I had it replaced.
    blemoon42 likes this.
    12-13-2016 05:28 PM
  21. nancycasas8311's Avatar
    When I don't charge my phone overnight, I'll check it in the morning as usual. Even though it has like 20% battery, it'll suddenly turn off as if it were low on battery.
    12-14-2016 02:35 AM
  22. eyecrispy's Avatar
    Yeah its bad. And I don't think they have the people to do that many. Once in a while, sure, but not at this level.

    Mine's been solid since I had it replaced.
    My daughter hasn't complained. Yesterday, she made it through the entire day without having to charge, so that's something. She plugged it in before bed at 1%
    robertk328 likes this.
    12-15-2016 08:53 PM
  23. ros3ntan's Avatar
    Usually battery issue
    12-15-2016 11:13 PM
  24. robertk328's Avatar
    My daughter hasn't complained. Yesterday, she made it through the entire day without having to charge, so that's something. She plugged it in before bed at 1%
    Mine runs hers down all the time because she never puts it down!
    eyecrispy likes this.
    12-16-2016 06:14 AM
  25. eyecrispy's Avatar
    Mine runs hers down all the time because she never puts it down!
    Sounds like a typical teenager.
    robertk328 likes this.
    12-16-2016 08:13 PM
69 123

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