Morning All,
I purchased the iPhone 5s for my daughter at the end of November last year as a Xmas present for my daughter. It wasn't taken out of its box until 25th Dec. After 3 months the home button developed a fault. I took it to the Cardiff St Davids 2 store to get assessed. I was told that they had never seen the issue with the phone before and will exchange it. I was happy about this until they pulled what seemed to be a refurbished iPhone5s from a draw behind the genius bar. I expressed my unhappiness with receiving a refurbished item but was told they are not really refurbished they are brand new phones that have parts removed from them for service repairs then these parts are replace with new ones so the phone in essence is still new. I said I should have a new phone as its only been a few months but I was told accept or go away. Upset by this experience but happy to have a working phone for my daughter I accepted as I had no alternative.
Now last week the swapped iPhone vibrate stopped working. I booked it in with the St Davids 2 store. On arrival they said yes it seems as though the vibrate is broke. So I was expecting a swap as previously. No this time it can be repaired in store. I expressed my displeasure with this as I was told I would have to wait 30 minutes for the repair. 30 minutes passed and I returned to pick up the fixed phone. This was until I was told that they could not repair my phone as it contained non service parts and also had parts missing. I could not believe this so asked the store person to explain further. She told me that a non Apple screen was on the phone and they refuse to repair it under the terms of service. I asked how this could happen and was told that the screen must have been changed. The phone was my 12 year old daughters. She treated it like a baby. It had a hardened rubber case to avoid damage and I placed a screen protector on it as soon as we received the refurbed replacement. This screen protector was still on the phone. Now if my daughter had broken the phone in anyway it would have come back to me and I would have known about it. Its not as if my daughter can fix an iPhone screen or has any contacts to do so. I protested and asked to speak with the manager. He in no uncertain terms told me to go away and that my phone is now warranty void. I asked for evidence of their findings and was told to call apple care. I asked if they could open my phone and a new phone and show me what they claimed was different. Again he refused and said I cannot help any further you have no rights as the screen has been altered. Basically he was telling me to go away and stop wasting his time.
I called Apple care and raised it with them. They had no options to help me in this scenario. I'm expecting a call back from them today but I am not in anyway convinced they will help me.
So far over the years I have purchased a iPhone, iPhone 3gs, iPhone 4s, iPhone 5 x3, iPhone 5c, iPhone 5s (this phone), iPad2 x 2, iPad mini and a Mac Book Pro.
I have filled Apples cash pot enough over the years and the level of service I have received this weekend was appalling. Add into this one upset daughter and this weekend has well and truly sucked.
Ill keep you all posted on what happens after today.......
I purchased the iPhone 5s for my daughter at the end of November last year as a Xmas present for my daughter. It wasn't taken out of its box until 25th Dec. After 3 months the home button developed a fault. I took it to the Cardiff St Davids 2 store to get assessed. I was told that they had never seen the issue with the phone before and will exchange it. I was happy about this until they pulled what seemed to be a refurbished iPhone5s from a draw behind the genius bar. I expressed my unhappiness with receiving a refurbished item but was told they are not really refurbished they are brand new phones that have parts removed from them for service repairs then these parts are replace with new ones so the phone in essence is still new. I said I should have a new phone as its only been a few months but I was told accept or go away. Upset by this experience but happy to have a working phone for my daughter I accepted as I had no alternative.
Now last week the swapped iPhone vibrate stopped working. I booked it in with the St Davids 2 store. On arrival they said yes it seems as though the vibrate is broke. So I was expecting a swap as previously. No this time it can be repaired in store. I expressed my displeasure with this as I was told I would have to wait 30 minutes for the repair. 30 minutes passed and I returned to pick up the fixed phone. This was until I was told that they could not repair my phone as it contained non service parts and also had parts missing. I could not believe this so asked the store person to explain further. She told me that a non Apple screen was on the phone and they refuse to repair it under the terms of service. I asked how this could happen and was told that the screen must have been changed. The phone was my 12 year old daughters. She treated it like a baby. It had a hardened rubber case to avoid damage and I placed a screen protector on it as soon as we received the refurbed replacement. This screen protector was still on the phone. Now if my daughter had broken the phone in anyway it would have come back to me and I would have known about it. Its not as if my daughter can fix an iPhone screen or has any contacts to do so. I protested and asked to speak with the manager. He in no uncertain terms told me to go away and that my phone is now warranty void. I asked for evidence of their findings and was told to call apple care. I asked if they could open my phone and a new phone and show me what they claimed was different. Again he refused and said I cannot help any further you have no rights as the screen has been altered. Basically he was telling me to go away and stop wasting his time.
I called Apple care and raised it with them. They had no options to help me in this scenario. I'm expecting a call back from them today but I am not in anyway convinced they will help me.
So far over the years I have purchased a iPhone, iPhone 3gs, iPhone 4s, iPhone 5 x3, iPhone 5c, iPhone 5s (this phone), iPad2 x 2, iPad mini and a Mac Book Pro.
I have filled Apples cash pot enough over the years and the level of service I have received this weekend was appalling. Add into this one upset daughter and this weekend has well and truly sucked.
Ill keep you all posted on what happens after today.......
