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My iPhone Burned me!
- Thread starter LonginottiFilms
- Start date
- Sort by reaction score
Apple Support Conversation
HERE IT IS!!!
Thank you for calling Apple iPhone Support, this is Steve here (not big Steve), may I ask who Im speaking with?
-James Longinotti
Can I get your iPhone telephone number starting with the Area Code?
-(501) 276-XXXX
Thank you very much, and have you called in about this issue before?
-uhhh, no I havent
And what can I do for you today?
-Last night, I fell asleep on my couch, and was awaken by my phone burning in my pocket. I quickly took it out and threw it to the floor, later examining it seeing the back melted and my leg burned!
Eh Wow
Okay sir, let me just look here for a second
-Pause-
Okay, do you have an Apple Store close to you Sir?
-No I dont
Okay sir, Im going to look here
Okay, So Im just going to put you on a brief hold for a moment And just to verify, the phone overheated and now the back is melted?
-Pretty much, I actually have pictures on my blog
Its okay sir, I just have to look here to see what I can do for you since your warranty expired 33 days ago and
-Wait, What!?
Uhm Your warranty expired?
-No it didnt
It says here that..
-Its an iPhone 3G, I got it on Launch day
Oooooh okay, I guess it didnt transfer over then
Okay then sir, can you look on the back and give me the se oh wait, it wouldnt be on the back Do you have the box?
-I sure do
Can you read me the serial number?
-Yes, its xxxxxxxxxxxxxxxxxxxxx
Just give me a sec here to pull that up
Can I get your email address sir?
-yes, its JamesLonginotti@gmail.com
Okay, we need that for the repair order process
-Okay
Now do you have an odd excuse me- OLD AT&T phone with you sir?
-No
Okay, because you will be without a phone for 5 to 7 business days, Ill go ahead and set you up with a service phone
-Swell
(long pause)
Okay sir, I am going to speak to someone very briefly about this if you could just hold on for a moment
-Okay
(16 min of Asian music)
Hi there James, I now have Debbie on the line, and she is going to further assist you today okay?
-Okay
You two have a great day now------------------Thanks very much!
(now Debbie)
Okay now, I am going to be doing some paperwork with you to get your unit replaced okay?
-Okay!
Sorry for the delay, so lets get this set up So are you close to an apple store?
-nope
Alright, so Im going to have to do a mail in ,in order to replace your phone
Okay, we will send you a service phone let me see what I could do
Alright, can I have a contact number?
-Yes
okay, 76-gosh dang what is wrong with this keypad!... sorry continue
And what state are you in today?
_AR
Ooh Arkansas, how is the weather there?
-Just great, not a cloud in the sky
Beautiful!
-yes it is
And your full Address
-Given
Thank you for your patience on this, I understand you had an issue with the heat?
-Yes, I heard the 3G speed was Blazing but I didnt know it was that hot
(Laughter)
did you day you wanted a white 16 gig? Oh I dont think the 16s come in whi oh they do!
-Yep
(pause)
Sigh
-I hear ya
(Laughter)
I dont know , its hot in here today
-Did my phone visit?
(laughter)
Pause
So again, what happened?
-I begin the story again
Wow, Thats Wild, I havent seen that in a while (?)
How long was it in your pocket?
-About 3-4 hours
So you were on the couch and it got hot
-Really hot!
So the back is only damaged?
-yes, I am talking to you on my phone now
So its Working
No Comment
Thats really weird, It melted, but is still functional
I prefer you didnt use it though
It didnt damage anything did it?
-Other than me no
Just you (laughter)
It didnt blister your leg did it?
-Just red right now
Just red huh
No fumes was there?
-nope, just the ootb smell
out of box smell only? Hehe No smoke?
-Nope
any sparks?
-Nadda
And it just happened todat right?
-1AM
and the part of your leg that was burnt was around the pocket right?
-right
Any electric shock?
-nope
Did you notice any smoke coming out of your pants? (said while laughing)
-no
Any flames, just intense heat right?
-right
Sorry for all this, there is a lot of paperwork for an issue like this
-tis ok
(about twenty questions later )
I guess thats all we need for That one
HEHE It asks if the battery can be inspected, I put its in the iPhone
How was the condition of the room you were in?
-It was a bit messy and COOL at the same time
LOL
I think we are finally done with the questions
I am worried about the phone heating up again, so I would like you to power down the phone once we are through
-ok
Alright, Im just going to put you on hold for a moment
(28 min later)
Hi
Thanks for holding; Im going to get in contact with a safety consultant
I will call you back on your landline
--------------End result, A replacement on the way------------------------------
The end
HERE IT IS!!!
Thank you for calling Apple iPhone Support, this is Steve here (not big Steve), may I ask who Im speaking with?
-James Longinotti
Can I get your iPhone telephone number starting with the Area Code?
-(501) 276-XXXX
Thank you very much, and have you called in about this issue before?
-uhhh, no I havent
And what can I do for you today?
-Last night, I fell asleep on my couch, and was awaken by my phone burning in my pocket. I quickly took it out and threw it to the floor, later examining it seeing the back melted and my leg burned!
Eh Wow
Okay sir, let me just look here for a second
-Pause-
Okay, do you have an Apple Store close to you Sir?
-No I dont
Okay sir, Im going to look here
Okay, So Im just going to put you on a brief hold for a moment And just to verify, the phone overheated and now the back is melted?
-Pretty much, I actually have pictures on my blog
Its okay sir, I just have to look here to see what I can do for you since your warranty expired 33 days ago and
-Wait, What!?
Uhm Your warranty expired?
-No it didnt
It says here that..
-Its an iPhone 3G, I got it on Launch day
Oooooh okay, I guess it didnt transfer over then
Okay then sir, can you look on the back and give me the se oh wait, it wouldnt be on the back Do you have the box?
-I sure do
Can you read me the serial number?
-Yes, its xxxxxxxxxxxxxxxxxxxxx
Just give me a sec here to pull that up
Can I get your email address sir?
-yes, its JamesLonginotti@gmail.com
Okay, we need that for the repair order process
-Okay
Now do you have an odd excuse me- OLD AT&T phone with you sir?
-No
Okay, because you will be without a phone for 5 to 7 business days, Ill go ahead and set you up with a service phone
-Swell
(long pause)
Okay sir, I am going to speak to someone very briefly about this if you could just hold on for a moment
-Okay
(16 min of Asian music)
Hi there James, I now have Debbie on the line, and she is going to further assist you today okay?
-Okay
You two have a great day now------------------Thanks very much!
(now Debbie)
Okay now, I am going to be doing some paperwork with you to get your unit replaced okay?
-Okay!
Sorry for the delay, so lets get this set up So are you close to an apple store?
-nope
Alright, so Im going to have to do a mail in ,in order to replace your phone
Okay, we will send you a service phone let me see what I could do
Alright, can I have a contact number?
-Yes
okay, 76-gosh dang what is wrong with this keypad!... sorry continue
And what state are you in today?
_AR
Ooh Arkansas, how is the weather there?
-Just great, not a cloud in the sky
Beautiful!
-yes it is
And your full Address
-Given
Thank you for your patience on this, I understand you had an issue with the heat?
-Yes, I heard the 3G speed was Blazing but I didnt know it was that hot
(Laughter)
did you day you wanted a white 16 gig? Oh I dont think the 16s come in whi oh they do!
-Yep
(pause)
Sigh
-I hear ya
(Laughter)
I dont know , its hot in here today
-Did my phone visit?
(laughter)
Pause
So again, what happened?
-I begin the story again
Wow, Thats Wild, I havent seen that in a while (?)
How long was it in your pocket?
-About 3-4 hours
So you were on the couch and it got hot
-Really hot!
So the back is only damaged?
-yes, I am talking to you on my phone now
So its Working
No Comment
Thats really weird, It melted, but is still functional
I prefer you didnt use it though
It didnt damage anything did it?
-Other than me no
Just you (laughter)
It didnt blister your leg did it?
-Just red right now
Just red huh
No fumes was there?
-nope, just the ootb smell
out of box smell only? Hehe No smoke?
-Nope
any sparks?
-Nadda
And it just happened todat right?
-1AM
and the part of your leg that was burnt was around the pocket right?
-right
Any electric shock?
-nope
Did you notice any smoke coming out of your pants? (said while laughing)
-no
Any flames, just intense heat right?
-right
Sorry for all this, there is a lot of paperwork for an issue like this
-tis ok
(about twenty questions later )
I guess thats all we need for That one
HEHE It asks if the battery can be inspected, I put its in the iPhone
How was the condition of the room you were in?
-It was a bit messy and COOL at the same time
LOL
I think we are finally done with the questions
I am worried about the phone heating up again, so I would like you to power down the phone once we are through
-ok
Alright, Im just going to put you on hold for a moment
(28 min later)
Hi
Thanks for holding; Im going to get in contact with a safety consultant
I will call you back on your landline
--------------End result, A replacement on the way------------------------------
The end
dude.... you dont have to go to court to get something out of this. just be friendly but in the end say something like "i really dont want to go to court but i will if i need to." see if maybe they offer you a new computer. your phone shouldnt be burning you...
If he doesn't want a lawsuit why would you encourage that? He says the burn isn't bad and I'm more than sure he knows his phone isn't supposed to get that hot.
Duuuuuuuuuuuuuuuuude, this is the worst case I have ever heard of. Excuse me, but you should transfer the phone under my name and I would know how to deal with them.
This is so stupid. The phone could have killed you or caused you a permenant damage, and all they could is send you a replacement after almost an hour of talk time
This is so stupid. The phone could have killed you or caused you a permenant damage, and all they could is send you a replacement
after almost an hour of talk time 
You're talking to an AppleCare rep over the phone. They could care less about giving you free stuff since it takes them too long to try to get some kind of extra certified. If you went to an Apple Store, or even wrote a letter to Apple, you might get something.
No, certainly not their fault for her spilling. The suit was more to the fact of the coffee being served just below a boiling temperature. Even a spill would cause redness, and discomfort. Third degree burns that require skin grafts was the issue. This goes beyond "Clumsy me, I spilled my coffee in my lap." This caused serious damage, when it shouldn't have.
In the manual for the MacBook pros, it tells you NOT to use the computer on your lap, because of the heat. No such text about a phone in your pocket. This is a legitimate lawsuit if they wanted to pursue it, although without significant skin damage, you would likely lose. You know the phone gets warm, even hot when used, but you don't expect to get burned by it. Same with the coffee. You know it's hot, but even with a spill, you don't expect third degree burns, and skin damage from it. There's a fine line here.
If you knew anything about that case your would realize McDonald's knowingly sold a defected product (IE a cup that was structurally unsound without it's lid - you have to remove the lid to put things like sugar etc in) and purposely superheated their coffee at dangerous temperatures to make the coffee seem better.
If you sell a faulty product on purpose and in that faulty container have a liquid heated to a temperature that will leave 2nd and 3rd degree burns (Most coffee will burn you but not make the skin on your leg melt) you will be liable at some point.
Wow so many different reasons for the lawsuit seems like those telling me 'if I knew anything' shouldn't be talking **** since they obviously don't know themselves...one guy says the coffee was below boiling, the other says it was a 'defective cup' (I believe the former is right). Point was people have sued for less (remember the guy who sued McDonalds because he was fat - talk about frivilous).
Now as far as the conversation with apple went - they won't offer up ****. No company in their right mind will offer anything UNTIL you ask and then and only then will they do so. I bet if he asked he'd have gotten with little fight (depending on what he asked for). Ex: Overnight Shipping
I find it funny and sad that they ask him the same thing multiple times...so typical of CSR. Nothing annoys me more than when an automated system asks for your information and you get on with a CSR and the CSR just asks for the info again...WTF did I give it to the automated system for?
I actually needed some sleep after the call I made, It happened at about 1AM, and I had to wait for phone support to open to be one of the first...
also I am a big time procrastinator...
I posted the conversation!
The exact same thing happened to me the other day. I had put the phone to sleep with the camera app open and had to pull it out of my pocket after about 30 minutes. Very hot. Be careful people. I think apple may have a problem here.
Huh? Reread what I wrote. I talked about the coffee being too hot AND a faulty cup. It was both that led to the case being valid. There were more facts about the case such as McDonald's knowing that the coffee was too hot and caused injury (there were 700+ claimed injuries before the woman sued etc) and were well aware of the risk but did nothing to prevent it.
The point I'm trying to make is this is nothing like the McDonald's case. Apple is not selling a faulty product with known risks. This is just a case of a random malfunctioning product. This would not hold up in court but I'm sure if he really tried he could get a out of court settlement.
I actually needed some sleep after the call I made, It happened at about 1AM, and I had to wait for phone support to open to be one of the first...
also I am a big time procrastinator...
I posted the conversation!
Where did you buy your phone in AR? Because I did as well, and I don't want something similar to happen to me!!
Alright. Thanks for typing all that up! This is very interesting and it would be amusing to see what they would say if you had gone "For all my pain and suffering, I really would not like to have to pay anything for this phone again." -I wonder what they would do at that point. I'm genuinely surprised they didn't offer anything or something. I'm not quite sure what I expected, but getting a replacement is what you were aiming for, and that's what you got. Keeping us up to date on any developments would be great! Thanks.
I'd sue them just because they created a bad product. You're paying more than hundreds of dollars on a two year contract. Another two years thinking about what might happen, because it can happen again! I think lots of other iPhone users can't rely on their phones anymore.
Dell had a battery incident a while back and I think Apple may be looking at the same here...It's ridiculous that they don't test their products better.
Dell had a battery incident a while back and I think Apple may be looking at the same here...It's ridiculous that they don't test their products better.
You'll be waiting for a while...he'll delegate it to someone else (best case).
My Bad it was early
You realise of course the fact you were able to shave your leg after the "burn" somewhat downplays the severity of the incident.
If I had scalded my leg there is no way I would have taken a razor to it or worse rubbed it with an electric razor.
You realise of course the fact you were able to shave your leg after the "burn" somewhat downplays the severity of the incident.
If I had scalded my leg there is no way I would have taken a razor to it or worse rubbed it with an electric razor.
You do realize I took a pic before the shave...
I just had complaints in the other forum...
Yes I understand that I am not saying you were suffering from razor burn.
Only that if it was really really sensitive shaving it would have been quite painful
That's all.
PS. I can understand the complaints.