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Apple support refused to replace my device.

V

VoilaiPhone

macrumors regular
Original poster
Sep 19, 2014
146
56
Went to an apple store,

Got my device checked out due to having dead pixels (just realized i even had them)

Apple store was super busy and i was not taken care of for 1.5 hours, but they were busy so I understood

pushing more than 2+ hours, i was still not taken care of so i left the store

called the apple support line and was transferred to a specialist

I explained to her that in these exact words

"I purchased my iPhone 6 plus on the release date, and it's been working very well and I just happened to realize that I have dead pixels on bottom on my screen as I did multiple steps to confirm that they were dead pixels. My iPhone 6 plus has never been dropped, never been PUT IN MY POCKETS, tempered glass protection as soon as I got the phone as well as the sturdy case. Is it possible to ask for an advanced replacement?"


Specialist then said, "no we can't replace the phone. I don't know what advanced replacement is, but no but we can you a refurb that's functioning as new. (WTF?)"

I asked to speak to her supervisor, and she was glad to transfer me over to her supervisor. Instead of being transferred, she just hung up on me


Uhh... seriously Apple?

*Advanced Replacement is getting a new iPhone by apple putting a hold on your credit card for the retail price of an iPhone. They take the hold off once they receive my original phone.
 
You might want to edit your title. They did offer to replace your phone but you wanted a brand new one.
 
VoilaiPhone said:
Uhh... seriously Apple?

*Advanced Replacement is getting a new iPhone by apple putting a hold on your credit card for the retail price of an iPhone. They take the hold off once they receive my original phone.
Click to expand...

I could be wrong but when I chatted with Apple, they said Express replacement. hmmm
 
VoilaiPhone said:
Specialist then said, "no we can't replace the phone. I don't know what advanced replacement is, but no but we can you a refurb that's functioning as new. (WTF?)"
Click to expand...

This doesn't make sense. They can't replace it, but then they offer to give you a refurb? Which is it?
 
Roessnakhan said:
This doesn't make sense. They can't replace it, but then they offer to give you a refurb? Which is it?
Click to expand...

I asked for a replacement, the specialist said she couldn't but she could offer me a refurb.

I was so confused by her talking
 
Yeah, I agree with the others, Apple did what I would expect them to do. If you're beyond your return period they'll usually give you a refurb, which at this point may be new anyway.

If I were you and within a reasonable distance of an Apple store I would make an appointment and go in and talk to someone.
 
VoilaiPhone said:
I asked for a replacement, the specialist said she couldn't but she could offer me a refurb.

I was so confused by her talking
Click to expand...

No, you asked for "advanced replacement," which Apple DOES NOT OFFER. They do offer express replacement though.
 
GoSh4rks said:
No, you asked for "advanced replacement," which Apple DOES NOT OFFER. They do offer express replacement though.
Click to expand...

That's what I thought. OP should have said express replacement. I'm sure that would have changed things up.
 
Ok, just got off the phone with a senior specialist

They do offer "ADVANCED REPLACEMENT" meaning you pay for 29.99 for the shipping of the phone and the price of a new iPhone (i have 64g iPhone 6+, so that would be 900 bucks)

However, she mentioned specifically that whatever the phones i will be getting is a refurb. Then, I asked her "are every replacement phones in every apple stores throughout the continental united states refurbs now?"

She said, "Yes, very likely. All refurbs or reconditioned devices are handled at our factory depot then sent out"


There you go folks.
 
VoilaiPhone said:
Ok, just got off the phone with a senior specialist

They do offer "ADVANCED REPLACEMENT" meaning you pay for 29.99 for the shipping of the phone and the price of a new iPhone (i have 64g iPhone 6+, so that would be 900 bucks)

However, she mentioned specifically that whatever the phones i will be getting is a refurb. Then, I asked her "are every replacement phones in every apple stores throughout the continental united states refurbs now?"

She said, "Yes, very likely. All refurbs or reconditioned devices are handled at our factory depot then sent out"


There you go folks.
Click to expand...


I think everyone knew this except you. Also you can plan on waiting at the apple store for support unless you have booked an appointment.
 
New Apple products:
handled by humans in factory
looks new
has full warranty

Refurb Apple products:
handled by humans in factory
looks new
has full warranty

So what's the problem?
 
They are offering you a replacement. You are 30 days past purchase. What's the problem? You had 14 days to return without any question. You had 14 days to check over your phone thoroughly. You chose not to do that.
 
ctbaz said:
I think everyone knew this except you. Also you can plan on waiting at the apple store for support unless you have booked an appointment.
Click to expand...

I apologize for being an idiot. Thank you for your kind words.
 
The first thing you should've done was checking the screen and other defects. It's an horror to discover dead pixels after the return period's over. I wouldn't be happy to have a refurbished once I pay almost $1000 (yes it's new it looks new, functions like new but hey its still a refurbished)
 
VoilaiPhone said:
Went to an apple store,

Got my device checked out due to having dead pixels (just realized i even had them)

Apple store was super busy and i was not taken care of for 1.5 hours, but they were busy so I understood

pushing more than 2+ hours, i was still not taken care of so i left the store

called the apple support line and was transferred to a specialist

I explained to her that in these exact words

"I purchased my iPhone 6 plus on the release date, and it's been working very well and I just happened to realize that I have dead pixels on bottom on my screen as I did multiple steps to confirm that they were dead pixels. My iPhone 6 plus has never been dropped, never been PUT IN MY POCKETS, tempered glass protection as soon as I got the phone as well as the sturdy case. Is it possible to ask for an advanced replacement?"


Specialist then said, "no we can't replace the phone. I don't know what advanced replacement is, but no but we can you a refurb that's functioning as new. (WTF?)"

I asked to speak to her supervisor, and she was glad to transfer me over to her supervisor. Instead of being transferred, she just hung up on me


Uhh... seriously Apple?

*Advanced Replacement is getting a new iPhone by apple putting a hold on your credit card for the retail price of an iPhone. They take the hold off once they receive my original phone.
Click to expand...

This early in, it is highly likely that the white box replacement is in face new, as Apple have them from launch for replacements. It's only been on release a few weeks, so the chances are it will be new. Where's the issue?
 
Defender2010 said:
This early in, it is highly likely that the white box replacement is in face new, as Apple have them from launch for replacements. It's only been on release a few weeks, so the chances are it will be new. Where's the issue?
Click to expand...


I just got my express replacement for a front facing camera defect and you are correct, it came as a white box replacement, but i do believe it's a brand new phone. It didn't have the normal refurb screen lining to it, unless they started putting the brand new phone screen lining on their white boxes which I doubt.
 
Oridus said:
I just got my express replacement for a front facing camera defect and you are correct, it came as a white box replacement, but i do believe it's a brand new phone. It didn't have the normal refurb screen lining to it, unless they started putting the brand new phone screen lining on their white boxes which I doubt.
Click to expand...
Are you talking about the plastic that you have to remove from the phone before you can use it? The refurbs should come wrapped the same way as the non-refurbs do.
 
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