Apple begins repair process for faulty iPhone 5 sleep buttons

By Sam Sabri
last updated

Head into the iMore Forums and you'll find a few threads about the sleep/wake button not working properly on the iPhone 5. Don't worry, you're not alone. Apple has acknowledged that a small percentage of iPhone 5 users will experience a situation where the sleep/wake button mechanism will not work. Thankfully, Apple has a new replacement program in place to get you sorted. Details after the break.

Apple will replace your iPhone 5 sleep/wake button mechanism free of charge if you qualify. There's a new page on Apple Support that will determine whether or not you quality to receive a new mechanism. It appears that iPhone 5 models made up until March 2013 might be affected by the issue.

Starting today, the replacement program is available to those in the United States and Canada. Other countries will follow starting May 2nd. You can either mail-in your iPhone 5 or take it to your local Apple Retail Store.

Have you experienced a faulty sleep/wake button on your iPhone 5? Let us know in the comments and then hit up the source below to see if you qualify to replace it.

Source: Apple Support{.nofollow} Via: The Loop

31 Comments
  • I had this problem occur yesterday. Made a Genius Bar appointment and without hesitating they swapped it for a new iPhone5 (I have AppleCare).
  • Same thing here a couple of weeks ago. Glad I got the Apple Care or I would have been out of warranty.
  • I will be making the 2 hour drive Sunday to the Apple store. How did the swap effect your Apple Care? Does it still expire on the same day? I have never been to an Apple store.
  • Yeah, if they give you a new phone it just replaces the original on the same plan, expires same date.
  • Yes!! My iPhone 5 started exhibiting this problem a couple of months ago, out of the blue. Up to that point it had been flawless (and it's in pristine condition, never dropped, not a scratch on it). But I was past the warranty period, so when I called up support, Apple told me (uncharacteristically for Apple) that there was nothing they could do. And now there is a solution! This is terrific news. Thanks iMore, for the heads up. And thanks Apple for once again proving just how far you're willing to go to do right by your loyal customers. PS - Does anyone know how the loaner program works? The FAQ page says it could take 4-6 days to fix the button, but that loaners are available. Is that something I have to pay for... or just be without a phone for 5 days?
  • Happened to mine, I took it into the store a few weeks ago and they replaced it without a problem. I think it's the model numbers that end in "A", I think? Sent from the iMore App
  • i'm on my third iPhone 5 because the sleep/ wake button failed after about 6 months on the previous two. in both cases, my phone was replaced without question at the genus bar...
  • Yes I remember I had to swap my phone a few months ago because of this same problem.. But now phone is working perfectly and I am waiting for the iPhone 6
  • Mine has started playing up in the last month or two. Hopefully I'm eligible. Sent from the iMore App
  • My 4s power button broke all of a sudden a few months ago...
  • Crap! My sleep button conked out last month so I took it to one of those mall kiosks for repair. It cost me $70 and my slate metal band was horribly scratched in the process. Prior it was unblemished. For me, the sleep button was a slow deterioration to where it was almost unusable.
  • "If you believe you have paid for a replacement due to this issue, contact Apple regarding a refund." Check the link in the article for details.
  • this happened to me twice, but thanks to my applecare they gave me a new one. it's been 6 months and still good. Sent from the iMore App
  • Had this happen last year in July right before selling to get my iPhone 5S. Sent from the iMore App
  • I went into the Chinook Store in Calgary tonight - no appointment, they squeezed me in. At first they said they were unable to get into the system earlier in the day but offered to try again. Got in through, then couldn't figure out how to proceed because they didn't have any loaners. After some chatter amongst staff and the managers, they offered me a brand new 5! Was in and out in less than 25 minutes. Had no AppleCare, warranty long expired.
  • Lucky you. The genius looking over my case told me I had to keep coming back because they ran out of loaners and couldn't guarantee when one would be returned, nor would the hold it for me. Sent from the iMore App
  • It must affect a lot of people if apple is willing to do it for free. They don't want to lose even more reputation than they already have. If they are doing it for free it also must mean it is solely their fault and is a manufacturing error.
  • The two hyperlinks in the article would be more useful if they pointed to a relevant source. I have found a thread with 3 replies regarding the issue, is that what I am supposed to hit the forums to look at? Less feedback than the 7.1.1 security updates, does anyone using this forum actually own an iPhone 5?
  • Scroll back up... see where it says "Source" at the end of the article? Click where it says "Apple Support".
  • Any possible solutions for customers outside of the US without any Apple Retail Stores? We only have got Apple Resellers and Authorised Service Centres. Sent from the iMore App
  • Authorized service centers can do the job... the Apple Support web site links to a search tool to find an authorized service center near you.
  • Figures they do that now. I went to apple store a few months back and they wanted to charge me $280 for a new phone. No apple care. So instead I fixed it myself. A few appropriate tools, a $5 power button ribbon and a couple hours of my time (took my time reading step by step) and it's all fixed. Very easy. Works just fine.
    Sometimes you just can't wait for the big companies to admit and fix. That button not working is a huge inconvenience.
    Glad they are fixing it now. Sent from the iMore App
  • My iPhone 5 has this issue. It was a year old last month. Hope I qualify! I do not have insurance or apple care.
  • Did you end up qualifying?
  • This should not be happening, Jobs would never allow this nonsense if he was still here. Sent from the iMore App
  • The iPhone 5 I have isn't eligible but it's nice of Apple to offer a way for me to check if I may have a problem.
  • I purchased my iPhone 5 through Verizon in late August of 2013. So far the sleep button has had no issues. So mine was likely made after March. I'm sure it was a late model because the Carson Optics Mag gadget won't stick on the lens.
  • Received my first iPhone 5 in October 2012. Sleep/wake button was unresponsive by July 2013. Called up technical support and sent them the phone. They sent me a replacement iPhone 5 within two weeks. Single best experience dealing with Apple. Couldn't believe they didn't try blaming me for it or trying to get a repair/replacement fee out of me!! :) Sent from the iMore App
  • Checked the apple site for eligibility by entering my Serial Number... it says my iphone is eligible for replacement, however I am not facing the issue on my device, will they still replace my iPhone.... curious to get a new device.... pls comment
  • I went yesterday to Apple store. It's a 30 min process. They do several test on your phone and go through the check list. Got a loaner till it get fix. I am told it will take 5 working days. Sent from the iMore App
  • You do not need to have Apple Care in order to be covered. The Apple Store Genius Bar folks will run some tests to be sure they agree with you assessment that the sleep/wake button is faulty and if so they will lend you a 16 GB iPhone 5 while yours is sent off for repair. In 7-10 days you go back to store, turn in the loaner, and get yours back. NO CHARGE. BTW the work order shows a $268 repair cost for this service (and that is Apple's cost). This should give you an idea of the level of effort and/or cost for a repair to your phone if it is not covered by this program.