EU to Investigate Exploding Apple iPhones and iPods

Contributing Editor

Apple iPhone fireFresh from its successful case against Microsoft, the European Commission has turned its attention to Apple and their mysterious exploding iPhones.

There have been several reports of Apple products exploding or catching fire in the UK, France, Holland, and Sweden. A US television station has also collated evidence of 15 ‘burn and fire-related’ incidents.

Both the iPhone and iPod use sealed lithium ion batteries. If the seal is compromised, exposure to moisture or heat could cause adverse chemical reactions. Taking your gadget to the beach may not be ideal!

Apple has responded to the EU saying these are isolated incidents and there is not a general problem. Statistically, the company is correct: Apple sell millions of products and a few dozen exploding devices is unlikely to indicate an intrinsic design failure. A recent Japanese Government investigation warned that there may be minor risks but no products were recalled.

However, Apple have been slammed for their treatment of customers reporting problems. Ken Stanborough from the UK complained that his daughter’s iPod Touch had exploded. Although Apple offered a refund, they denied liability and wrote to Mr. Stanborough saying that, by accepting the money, he would agree to “keep the terms and existence of this settlement agreement completely confidential” and any breach of his confidentiality “may result in Apple seeking injunctive relief, damages and legal costs against the defaulting persons or parties.”

Apple — there is a simple way to resolve complaints: apologize and fix the problem. Customer feedback is invaluable and complaints are one of the best sources of information. In addition, a customer who has their issues settled is more likely to buy from you again. It’s a lesson for us all.

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  • php_penguin

    Wow, my opinion of Apple managed to stay elevated for a whole week!

    My 1st gen iPod touch started going funny (dead pixels, wouldn’t charge nicely) so I sent it off and they replaced it straight away. That’s the way customer service should be – there’s a problem and they fix it within the warranty. Threatening to sue is just retarded and i’d have expected better from Apple.

  • http://www.cemerson.co.uk Stormrider

    Apple have the worst customer service / treatment of their customers I have ever come across.

  • php_hawk

    If explode any handy gadget, then is a problem.
    Don’t want that iPhone explode my balls:)

  • http://www.mean-machine.co.uk dmj1973

    @stormrider

    Care to justify such a sweeping statement ? Do you speak from personal experience ?

    I know of plenty of other companies that treat customers badly, microsoft for one !

  • littrean

    I think as a whole, Apple has above average customer service, especially if you live in a city like New York where they have their retail locations; you can schedule an appointment with an Apple Genius.

  • http://www.flixon.com jgd12345

    @dmj1973

    Slightly hypocritical i think. Do you care to justify your sweeping statement about Microsoft.

  • http://www.cemerson.co.uk Stormrider

    @dmj1973 – I speak from personal experience, experience of my friends, and news articles like this one where they attempted to pay off a man so he wouldn’t say anything about this incident, terrible.

    I’ve never used Microsoft’s support (I’ve never had to), so can’t comment there, but I’ve not heard anything bad about their customer service.

  • http://www.tyssendesign.com.au Tyssen

    Don’t want that iPhone explode my balls

    Erm, well don’t carry your iPod in jocks then.