In my case I arrived at the Menlyn iStore with my mint iPhone 5 (18 months old) and went through the whole diagnosis song and dance. Techie picked up that the sleep/wake button was a bit suspect, only working when depressed on the left side. I mentioned to him that I had never noticed it being a problem before and that I suspect the problem was bad design. The constant depressing of the button on the right hand side of the phone and focus being put on the right hand side of the button would cause it to fail in this section prematurely.
Long story short after the song and dance I was offered R1700 because of the offending sleep/wake button. I told him to get knotted! (in a nice way). Guy was actually very cool about it said he was sorry because it was actually the best iPhone 5 he had seen to date and was just following procedure.
The button got me to thinking, so I did some searching on the interwebs regarding faulty sleep/wake buttons and what the problem could be. I ended up at Apple's Sleep/Wake button replacement program page. BINGO! I entered my serial number which confirmed that my phone was eligible under the program for button replacement. So emailed
talk2us@myistore.co.za and explained the situation. I was a bit angry that I was never informed at store level that there was a program like this to replace the button and that they would take it upon themselves to replace the button on my behalf realizing the full R4000 face value of my voucher, I bit cheeky I guess. Because of how these phones are brought into the Country and the politics involved I was asked to take it to the MTN WIC (walk in center) in Midrand and have it checked out.
Wife took it in Friday afternoon and booked it in. I picked up my new/refurbished unit yesterday morning and promptly took it back to the Menlyn iStore where it realized the full R4000 voucher value. Happy days. Many ways to skin a cat my friends