Yesterday evening, while I was reading a book on my iPhone, the device suddenly went dark. It was as if I had switched it off – which I had not done – except that it did not respond to any attempts to switch it back on. After a while, the Apple logo appeared briefly, white on black, and then disappeared.
The only action I could think to take was to put the phone on charge. It responded to this by showing the charging image with a red indicator meaning that the phone had closed down because it was out of power.
This was anomalous, to say the least, because I had not used it all that much before the shut-down occurred. Clearly, something was not right.
I had bought the iPhone 8 last October because my iPhone 6, which had given years of good service, was itself showing signs of battery trouble. The battery had started running down very quickly to the point where when I went out, I would take a backup battery with me and keep it plugged into the phone. Then came the catastrophic battery failures when the phone would unpredictably lose power completely and need to be recharged before it could be used.
There were two solutions to this dilemma. I could have a new battery fitted or I could buy a new phone. Buying a battery would be cheaper and would give me a few more years of use.
There was another problem, however. We had now reached version 12 of iOs, the iPhone’s operating system, with iOs 13 being distributed. Version 12, though, was the last version that the iPhone 6 was capable of receiving. Yes, updates to 12 would be issued for a while but eventually these too would cease and the phone would be stuck in a technological time warp. It seemed preferable to buy a new phone which would have several years of iOs updates ahead of it.
By now, iPhone evolution had reached iPhone 11 which, by all accounts, was a wonderful piece of work but it came at a price commensurate with its wonderfulness. I therefore looked at the prices of earlier models and plumped for the iPhone 8 which was much cheaper and still had a few years of updates ahead of it. Tigger also had an iPhone 8 and there is a definite advantage in both of us having the same model, whether of phone or computer, as we can share tips and often solve one another’s problems.
Thus it was that I took delivery of a new iPhone 8 and pensioned off the iPhone 6, thinking that my troubles were at an end. Indeed, it was so… until today.
Having recharged my iPhone 8, I saw that it had received a message. This informed me that:
Your battery’s health is significantly
degraded. An Apple Authorized Service
Provider can replace the battery to restore
full performance and capacity.
Well, at least I now knew for certain what the problem was and that I would have to have it seen to. This was not the end of techical wonders, however. Beneath the above cited message, in blue, was the phrase “More about service options…” I clicked this.
This opened a page in Safari displaying in big letters the question “How would you like to get help?” Beaneath were several choices but the ones which caught my attention were those offering contact with an adviser by phone or by chat. It was now late in the evening and for phone contact I would have to “schedule” a call, which meant that someone would call me at a future agreed time. Inspection showed that this would not be for several days. For Chat, however, the indication read “Wait time: 5 minutes or less”. I thereforefor opted for Chat.
Before doing any of this, I had looked into the settings and recovered the phone’s serial number as I guessed I would need to identify the phone at some point. It turned out that I was right. Before chat starts, you have to enter your first and last names, your email address and the phone’s serial number or IMEI.
I found myself chatting to someone called Brooke. I outlined the problem to Brooke who said that, first, we needed to do a diagonostic test. She told me to go to Settings>Privacy>Analytics and Improvements and to click on Start Diagnostics and follow the on-screen prompts..
If, being curious, you try to follow the above path on your own phone, you will not find that last item, Start Diagnostics. That popped up only when I reached it and I think it must be triggered from Apple’s end.
First, there is a message asking whether you agree to share data with Apple to which you can answer yes or no. I answered yes and there appeared a progress bar. The process lasted about two minutes. This, however, was where I ran into a problem. It was my own fault, not Apple’s, and I feel shamefaced about it but will tell you about it nonetheless.
I now tried to return to chat but I couldn’t find it. I was labouring under the misapprehension that the chat screen was somewhere inside the Settings app when it was in fact in Safari (as noted above). I ended up deleting all open windows, including Safari, and therefore lost my chat connection. A lot of swearing ensued!
I eventually calmed down enough to have another try at initiating Chat. For some reason, it would not work. I decided to give up for now and to try again in the morning.
We watched a film on Netflix and then I went to bed. Lying in bed, instead of doing the sensible thing and trying to sleep, I decided to have another try at Chat. Having realized where the chat screen actually was, I was confident that I could, if necessary, do the necessary in Settings and then find my way back to Chat.
Once more I entered my first name, last name and iPhone serial number and… I found myself chatting to Hameed. I explained how I had “lost” the previous chat and enquired whether the diagonostics had reached them. He confirmed that they had. He then asked whether any of the Apple stores near me were open. I said that I did not know and suggested that he could check, giving the name of our preferred store.
He checked, found that it was open and made me an appointment for today (Saturday) at 5:05 pm.
Later today, then, I shall don my facemask and take the tube to the Apple Store and there present myself and my suffering iPhone for their ministrations. The phone is still under warranty and so the repair should not cost me anything.
I shall recount the sequel of this adventure later.
In conclusion, here is a tip in case you find yourself in a similar situation. The serial number is a 12-character string of letters and digits (the IMEI is even longer), not easy to remember or to type in during chat. I therefore copied it to Notes, and when it was required, copy/pasted it into the window. That made typing it easier and avoided mistakes.