Models manufactured through March 2013 may be affected by this issue

Apr 26, 2014 08:40 GMT  ·  By

More than a year after launching the iPhone 5, Apple has opened a replacement program for the Sleep/Wake button issue that has plagued many customers. Under the program, the company will repair the button, but will not replace the phone.

Apple announces the program on its Support site, where it states, “Apple has determined that the sleep/wake button mechanism on a small percentage of iPhone 5 models may stop working or work intermittently.”

Devices that “may” be affected by the issue were manufactured through March 2013, according to the documentation.

“Apple will replace the sleep/wake button mechanism, free of charge, on iPhone 5 models that exhibit this issue and have a qualifying serial number,” the Mac maker says.

The replacement process is available in the U.S. and Canada, while other countries will be covered as of May 2, 2014. Apple doesn’t mention any specific countries, but it is fair to assume that the program will extend to Europe, Asia, Africa, and Australia as well.

“Replacement of the sleep/wake button mechanism is done at an Apple Repair Center,” Apple continues. “There are two ways to send your iPhone to the repair center—carry-in or mail-in.”

“The replacement process takes approximately 4-6 days from the time your iPhone is received at the repair center until it is returned to you. Your iPhone will be examined prior to any service to verify that it is eligible for this program and is otherwise in working order.”

Customers are urged to back up all their data, turn off Find my iPhone, remove any case or cover, and erase the phone prior to sending it in.

Phones that exhibit other types of damage will need to be serviced for those particular issues first, then sent in for Sleep/Wake button repairs. Servicing for other types of damage may cost money.

Apple offers temporary replacements for customers whose devices it is servicing.

“If you require a loaner during the time that your iPhone is being serviced, participating Apple Retail Stores and Apple Authorized Service Providers will have iPhone 5 models (16GB only) available.”

Strangely, the company warns customers that it will take the liberty to install the latest firmware after the service is complete.

“If you are running iOS 6, your iPhone will need to be upgraded to iOS 7 after the sleep/wake button mechanism is replaced.”

Lastly, customers who took it upon themselves to address the issue and paid money for the service may be entitled to a refund.