Apple has a PR nightmare brewing…

Tons of people on Twitter are reporting problems with their iPhones. Including my son. Including Jeff Clavier. Anyone else having this problem? These are people who have not unlocked their iPhones. I’m about to update mine and will report what happens. A bunch more reports are over on TechMeme and Dave Winer is tracking them too.

How about you? How did your update of your iPhone go?

Oh, and Patrick’s iPhone lost all of its data. Made worse because his Mac had a bunch more problems (this is the second time it’s been in the shop) and so he’s praying now that Apple didn’t delete everything off of his hard drive.

UPDATE: My iPhone update seems to have gone well. New icon on home screen says “iTunes.” Meanwhile the Twitters from people with updates that didn’t go well continue to come in. Here’s another one.

257 thoughts on “Apple has a PR nightmare brewing…

  1. My update went fine. For awhile. I did the 1.1.1 update the day after it came out. The only problems I had after that were a few freezes (resolved with a soft reset) and sometimes the party on the other end couldn’t hear me talking on a phone call.

    The phone is -not- unlocked, and as far as I know not modified. I only had two things that were possibly wierd. One is a single iToner ringtone. The other is Beejive’s Jivetalk.

    As far as I know from my extensive research, iToner is not a hack in any way. At least not according to everything Ambrosia has written. Being in the ‘biz I know how these things go sometimes.

    And Jivetalk is a straight AJAX web app.

    So all was well. I was enjoying the 1.1.1 ‘double-click to go to faves’ feature. Don’t much care about the wifi itunes store access.

    About two weeks after the update I started Safari and opened the Beejive Jivetalk URL to IM someone. And at that point the screen froze.

    Ick. Soft restore would reboot the phone and it was acting wierd. Would boot to the UI, but sasn’t responsive to any touches or the home button. Wouldn’t find the network. Sometimes the time would be right, sometimes not. But the key thing here is that it wouldn’t respond to any touches. That’s not good.

    Now, at this point I have to add that there is a tiny, tiny crack in teh lower left glass. If you use your phone as an alarm clock keep it somehere you can’t accidentally knock it down while you’re sleeping. The crack is in the lower left corner of the glass, about 1/8″ in from teh corner, in the part of the glass directly to the left of the home button. In other words, NOT in the area of the touchscreen UI.

    So, I get on the phone with support. No dice on doing a restore. All restore attempts (on two machines, one mac, one PC) return ‘error 1602′. Get a super-nice higher level support agent on the phone. We do a few more restore attempts. Nada. Finally we set up a a repair.

    So I get a free loaner, which is appreciated, and off the phone goes for repair.

    Well, back it comes. Unrepaired. Because of the glass crack (see my blog for the letter they sent). OK i understand that the repair center can’t touch it. I get that.

    The problem is statement number 2 on their letter:
    “Due to unauthorized modifications… was inoperable”. And then they voided my warranty.

    And there lies the problem. Since then I have been able to force-restore and reinstall 1.1.1. But nothing I do has been able to restore any touchscreen functionality.

    So maybe the digitizer actually -is- broken. But I still think (in my 13 years in software support) that it’s a software problem.

    So my 1.1.1 experience has been lame. I’ll be writing more about it on my blog.

    And to counterpoint that, my wife’s iPhone (which I updated 2 days after mine) has been flawless so far. So maybe itoner did have something to do with it. I just can’t tell. I have an appointment to talk to a genious tomorrow to get the straight scoop. If Apple won’t help me (and won’t let me buy a $250 repair?) then I’ll have no choice but to waste a lot more time and money and fix the glass myself and then turn to the hacking community for a software solution. That’s not really what I want to do.. :(

  2. My update went fine. For awhile. I did the 1.1.1 update the day after it came out. The only problems I had after that were a few freezes (resolved with a soft reset) and sometimes the party on the other end couldn’t hear me talking on a phone call.

    The phone is -not- unlocked, and as far as I know not modified. I only had two things that were possibly wierd. One is a single iToner ringtone. The other is Beejive’s Jivetalk.

    As far as I know from my extensive research, iToner is not a hack in any way. At least not according to everything Ambrosia has written. Being in the ‘biz I know how these things go sometimes.

    And Jivetalk is a straight AJAX web app.

    So all was well. I was enjoying the 1.1.1 ‘double-click to go to faves’ feature. Don’t much care about the wifi itunes store access.

    About two weeks after the update I started Safari and opened the Beejive Jivetalk URL to IM someone. And at that point the screen froze.

    Ick. Soft restore would reboot the phone and it was acting wierd. Would boot to the UI, but sasn’t responsive to any touches or the home button. Wouldn’t find the network. Sometimes the time would be right, sometimes not. But the key thing here is that it wouldn’t respond to any touches. That’s not good.

    Now, at this point I have to add that there is a tiny, tiny crack in teh lower left glass. If you use your phone as an alarm clock keep it somehere you can’t accidentally knock it down while you’re sleeping. The crack is in the lower left corner of the glass, about 1/8″ in from teh corner, in the part of the glass directly to the left of the home button. In other words, NOT in the area of the touchscreen UI.

    So, I get on the phone with support. No dice on doing a restore. All restore attempts (on two machines, one mac, one PC) return ‘error 1602′. Get a super-nice higher level support agent on the phone. We do a few more restore attempts. Nada. Finally we set up a a repair.

    So I get a free loaner, which is appreciated, and off the phone goes for repair.

    Well, back it comes. Unrepaired. Because of the glass crack (see my blog for the letter they sent). OK i understand that the repair center can’t touch it. I get that.

    The problem is statement number 2 on their letter:
    “Due to unauthorized modifications… was inoperable”. And then they voided my warranty.

    And there lies the problem. Since then I have been able to force-restore and reinstall 1.1.1. But nothing I do has been able to restore any touchscreen functionality.

    So maybe the digitizer actually -is- broken. But I still think (in my 13 years in software support) that it’s a software problem.

    So my 1.1.1 experience has been lame. I’ll be writing more about it on my blog.

    And to counterpoint that, my wife’s iPhone (which I updated 2 days after mine) has been flawless so far. So maybe itoner did have something to do with it. I just can’t tell. I have an appointment to talk to a genious tomorrow to get the straight scoop. If Apple won’t help me (and won’t let me buy a $250 repair?) then I’ll have no choice but to waste a lot more time and money and fix the glass myself and then turn to the hacking community for a software solution. That’s not really what I want to do.. :(

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