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I just had a new battery placed in my 5s I want to give it…

Customer Question
I just had a...

I just had a new battery placed in my 5s I want to give it to my granddaughter and I cant get a iTunes sign with a cord picture on screen so I cant restore it to factory settings

Technician's Assistant: When did you last update iTunes?

I am not sure couple of months at least

Technician's Assistant: Anything else you want the Software Expert to know before I connect you?

Don't think so

Submitted: 2 months ago.Category: Mac
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Answered in 8 minutes by:
12/19/2017
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 1,576
Experience: Training and Development at Scientifically Speaking
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Hi! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

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Customer reply replied 2 months ago
I cant get off this picture of iTunes logo and a cord looking like it should be attached I have tried several hard starts cant get to any other screens
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

Have you tried restoring your iPhone 5S?

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Customer reply replied 2 months ago
no I cant afford that the top of my screen says support.apple.com/iPhone/restore maybe ill have to wait to talk to them tomorrow
Customer reply replied 2 months ago
I cant get to another screen to start to restore
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

You have to do it on a computer. Do you have a computer you can plug your phone into?

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Customer reply replied 2 months ago
it is plugged into my computer
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

Do you have iTunes on your computer?

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Customer reply replied 2 months ago
I lost you off my computer. I thought i had iTunes on computer but apparently not.
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

Ok. You can download it from itunes.com

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Customer reply replied 2 months ago
I’m. Sorry I’m going to have to stop. I have an iTunes account but have to find ID and password. I will continue working on this tomorrow. Thank you for your help
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

Let me know when you are ready today.

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Customer reply replied 2 months ago
I went to Apple today and turns out my hard drive is bad so the phone Cannot be fixed Thank u for trying so please refund my money. Tks.
Mac Support Specialist: Justin Johnson, Mac Genius replied 2 months ago

Sure thing. Cheers!

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Customer reply replied 2 months ago
Should I phone the number on the payment taken out of my account or will it be done soon automatically
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