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I can't use it at all after spending 3 hours with Apple

Customer Question
I can't use it...

I can't use it at all after spending 3 hours with Apple people they couldn't correct the problem and left the line. I have nothing on my phone.

Technician's Assistant: What's the brand/model and Operating System (OS) of your smartphone?

I am sorry I have a Apple 6 S. The screen changed before I could indicate my product.

Technician's Assistant: How long has this been going on with your Apple phone? What have you tried so far?

This started yesterday morning, 12-20-17. I went to my opening page pressed Home to go to e-mail etc and the screen went to Enter Passcode.

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

I am sure the complete history of what was done is on file as I was working with support.

Submitted: 7 months ago.Category: Smartphones
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Customer reply replied 7 months ago
I have no idea what all they were doing. I would key in or press some key so they could remove the image. They said this is very rare and really didn't know what to do. The last words were go back to the start and start all over. Also I never had used Cloud. I think that covers what I know.
Wilma
Answered in 6 hours by:
12/23/2017
Technician: Joel Kalman, Electrical Engineer replied 7 months ago
Joel Kalman
Joel Kalman, Electrical Engineer
Category: Smartphones
Satisfied Customers: 1,028
Experience: I am an MIT graduate with a Master Of Science degree in Electrical Engineering from UC Berkeley.
Verified

Hello. I am pleased to assist you today. My name is ***** ***** I can help you solve your problem.

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Technician: Joel Kalman, Electrical Engineer replied 7 months ago

Hi Wilma,

This is not the manufacturer's website. You have reached Just Answer, an independent information services company. We provide technical support for computers, printers, smartphones, and consumer electronics, as well as a range of other knowledge areas.

I cannot see what was done by the Apple technical support person, but we can start over, as they have recommended, and work this out together.

Joel

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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