iPhone 3G water sensor top
(Credit: Apple) |
| |
iPhone 3G water sensor bottom
(Credit: Apple) |
Most cell phones have water detection sensors on the inside that change color from white to red in the presence of water. So why does Apple place two additional sensors on the outside of the iPhone?
In addition to the two industry-standard internal moisture detectors, Apple puts on the exterior what they call “built in Liquid Submersion Indicators that will show… whether liquid has entered the device.” Apple places one sensor in the iPhone headphone jack and one adjacent to the dock connector (pictured). But according to a number of reports from news organizations and consumers, these sensors have been known to give false positives. Many have posited that the indicators are set off by sweat, which one would think should not happen in normal use.
According to an Apple Inc. representative speaking on behalf of its general counsel’s office, Apple’s protocol when responding to a customer whose iPhone has a triggered external liquid indicator is to say that the warranty is now void and to turn the customer away. The warranty states that it does not apply “to damage caused by… liquid spill or submersion,” (from Apple’s Warranty (pdf)) yet, again according to this representative, “Apple’s standard protocol” is to not open iPhones and investigate for real signs of liquid damage, such as water damage to the motherboard or corrosion.
In my experience the only way to get Apple to check for water damage is to contact someone high up in the company who will then instruct Apple’s in-store technicians to open up the phone. When I went to the store to have this done, the tech reported that he had found no signs of water damage, and the two internal moisture detectors had not been triggered – he even showed me a picture corroborating this. Unfortunately, however, it is Apple’s policy that customers are not allowed to have copies of their picture, to be present while the device is opened, or to take their own pictures of the opened iPhone.
Interestingly, Apple recently filed for a patent which which would, among other things, record “a liquid ingress event” along with a time stamp. This seems to be an admission on Apple’s part that the current liquid detection system is very much flawed. After all, the liquid indicators very well could have been triggered prior to purchase. Apple in no way warns the customer to check the sensors, nor do they warn customers of the external sensors’ existence and sensitivity and the implications for loss of warranty coverage.
In its patent application, Apple states
often, particularly at a point of sale, personnel receiving the returned device may be unqualified or untrained to determine whether or not a device has failed due to manufacturing defects or due to consumer abuse.
It seems that Apple is using the external liquid detection sensors as a way to avoid having properly trained and qualified technicians check returned devices for actual damage.
Apple complains to the patent office that
as a result, it is not uncommon for consumers to receive replacement products or repair services on abused products not covered under the terms of a warranty. Such erroneous replacements or repairs may be costly to the vendor and/or manufacturer of the product.
While device manufacturers should not have to make good on fraudulent warranty claims, they very much should and are legally required to honor legitimate warranty claims. Yet it is Apple’s unbending position that one triggered external liquid sensor meets the criterion for “submersion.” How can Apple say this with a straight face?
Disclosure: This article includes my personal experiences dealing with Apple about an iPhone with one triggered external liquid indicator and my personal conversations with Apple representatives.
Further Reading
“Sweaty Workouts Killing iPhones?”
“Apple Discounts Replacements For Waterlogged iPhones”
“Sweat Can Damage Apple iPhones” (Video)
“Apple iPhone 3G dies when exposed to Belgian water test“
