Steps to Reproduce: Visual inspection of device shows cracks on the front of display Issue: Customer reports vice fell out of her hand and cracked In case you can’t read the screenshot, here’s the text part of my “Problem Description/Diagnosis:” ![]() I’m sharing this with you because I urge you to always get AppleCare for all your Apple devices. Here are the embarrassing and gory details of the repair - that were also emailed to me while I was waiting in the store. This email was sent right away by Apple - while I was still in the store - letting me know my old iPhone 5S was “off the grid” and unfindable. Ten minutes later, I was with a Genius and, without pause, she saw the cracked screen and instantly processed an entire replacement phone for me! Yay Apple! I was super excited. Oh, and the “fingerprint thing” my husband mentioned in the iMessage did, indeed, have to be re-trained when I got home later last night. That feature alone is worth the price of the new iPhone. Since the fingerprint reader is so precisely connected to the screen, I was concerned that a quick repair might not let me login with my thumb any longer. ![]() I didn’t know if they’d swap me a new iPhone or try to repair the screen. I was slightly concerned about getting from 42nd Street to Greenwich Village in time to teach, but I decided to stay and sweat out the delay. Upon arrival, I was told by an Apple employee at Grand Central I’d have to wait 30 minutes because the Genius Bar was behind schedule. What a pretty shrine to technology and architecture! I was excited to visit the Grand Central Apple Store in Manhattan. The Apple Store in Soho that I usually use didn’t have any Genius Bar iPhone appointments available for two days. He went online and set up a Genius Bar appointment at the Grand Central store an hour before I had to teach ASL at NYU in the afternoon. When my iPhone screen broke, it was still usable. Quick end: Apple Gave me a new phone, as you can see in the iMessage confirmation below with my husband that he captured for this story. I was immediately reminded of my previous, Best Apple Support Story Ever Told experience - when my brand-new iPad was knocked out of my hands - and knew I’d have to, once again, invoke my AppleCare+ status, cross my fingers, and hope for the best. Maybe the Post Office concrete floor was just too much for my new 5S beauty to handle. I dropped my iPhone 4S quite a few times in the past and the screen never spidered. Have you noticed the Post Office gives you really slick and teflon-like coated printed receipts that are, like, three feet long when you just buy one stamp? When I tried to put the receipt in the same hand as my iPhone, the receipt won, and my 5S got a whole new tutorial on the real meaning of “ AirDrop.” While I was at the Post Office in Queens, my less-than-two-week-old iPhone 5S slipped - “sleeked?” - from my hand and smashed on the floor breaking the screen. ![]() I have a terrible habit of dropping brand-new Apple products right after I get them - and yesterday morning was no exception.
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