Apple Customer Service

[Chris092881]

I did a quick search and didn't see anything immediately that addressed this topic. If it's a duplicate thread, my apologies. I've been dealing with AppleCare over the phone with unsatisfactory results, and I'm pretty sure the Apple Store closest to my home has no "Geniuses" to speak of. Plus, with my current work/school schedule it's tough to get free-time to even make a Doctor's appointment (I've been sick for 3 weeks), so I'm trying to avoid doing too much unnecessary running around. Plus, I've already been there once over this iPhone 5 debacle.

I don't remember which thread it was, but someone said after he went through a few replacements he called Apple and they shipped him a factory sealed iPhone 5 directly from China. While I'm not expecting such treatment, where would one go to speak to someone that could pull these types of strings? I'd settle for a white box version that had no issues, of course, but those too seem to be elusive creatures.

Does anyone have any e-mail addresses or phone numbers that may be helpful? Years ago I had an issue with Verizon and ended up getting an e-mail address for someone that worked in the COO's office, and that person had the ability to make things happen at the drop of a dime. I guess it sometimes just comes down to who you know. All feedback is appreciated. If you feel uncomfortable leaving info here, then feel free to PM me.

[Explicitic]

What exactly is your problem with the phone?
I've heard of people emailing Tim Cook and getting a reply from someone in his office or whatever...not sure what his email is though.
Another thing you could try is talking to Apple support with their online chat. I tried to get a replacement SIM tray for my iPhone 5 over the phone with five people and each one said a $25 fee was mandatory. After that I decided to give their online support a shot and I got it for free with overnight shipping.

[Chris092881]

Originally Posted by Explicitic

What exactly is your problem with the phone?
I've heard of people emailing Tim Cook and getting a reply from someone in his office or whatever...not sure what his email is though.
Another thing you could try is talking to Apple support with their online chat. I tried to get a replacement SIM tray for my iPhone 5 over the phone with five people and each one said a $25 fee was mandatory. After that I decided to give their online support a shot and I got it for free with overnight shipping.

Maybe I will give that a shot. Thanks. First phone (broken auto-focus/confirmed at Apple Store). Second phone (what sounded like a loose screw or metallic object rattling around near the earpiece. Could hear it pinging around in the earpiece when on the phone). Third and current phone (lots of purple in my photos, mainly in the corners when a light source is just out of frame. The opening for the camera lens has quite a bit of overlap, meaning there is a gap you can look into on the left side of the lens. Very shoddy manufacturing. I have no idea if that's the cause of the purple flare issue, though.) The replacement they sent me the other day, which I immediately returned, had brown upper antenna seams on both sides of the device, as well as gouges on the aluminum sides and a couple scratches on the back. Just issue after issue.

[vastoholic]

Originally Posted by Chris092881

Maybe I will give that a shot. Thanks. First phone (broken auto-focus/confirmed at Apple Store). Second phone (what sounded like a loose screw or metallic object rattling around near the earpiece. Could hear it pinging around in the earpiece when on the phone). Third and current phone (lots of purple in my photos, mainly in the corners when a light source is just out of frame. The opening for the camera lens has quite a bit of overlap, meaning there is a gap you can look into on the left side of the lens. Very shoddy manufacturing. I have no idea if that's the cause of the purple flare issue, though.) The replacement they sent me the other day, which I immediately returned, had brown upper antenna seams on both sides of the device, as well as gouges on the aluminum sides and a couple scratches on the back. Just issue after issue.

The purple picture wasn't an issue specific to you. It's the light source causing it and it was well documented and acknowledged by apple I believe. I can't say anything about that overlap though without actually seeing it to know how bad it was. I can't imagine it being a measurable gap honestly. There's just not a whole lot of room for error on the camera lens placement.

Either way, it doesn't matter because you've already swapped. Good luck with your search. You could probably google Tim Cook's email. Just keep trying different service reps. That's about the best advice I could offer.

[Chris092881]

Originally Posted by vastoholic

The purple picture wasn't an issue specific to you. It's the light source causing it and it was well documented and acknowledged by apple I believe. I can't say anything about that overlap though without actually seeing it to know how bad it was. I can't imagine it being a measurable gap honestly. There's just not a whole lot of room for error on the camera lens placement.

Either way, it doesn't matter because you've already swapped. Good luck with your search. You could probably google Tim Cook's email. Just keep trying different service reps. That's about the best advice I could offer.

I appreciate it. The rep told me when I first called that some phones did it and that some didn't. I told him I wanted one that didn't. I didn't notice the issue on the one with the rattle, however. We'll see what happens. The gap isn't huge, but it's there, and it bothers me. The scratches I can live with. I have what looks like a small watermark on the back of the one I use now, but I don't care. I'm not that OCD. The case covers it anyways. The gap, on the other hand, does bug me.

[applefanboy5]

Originally Posted by Explicitic

What exactly is your problem with the phone?
I've heard of people emailing Tim Cook and getting a reply from someone in his office or whatever...not sure what his email is though.
Another thing you could try is talking to Apple support with their online chat. I tried to get a replacement SIM tray for my iPhone 5 over the phone with five people and each one said a $25 fee was mandatory. After that I decided to give their online support a shot and I got it for free with overnight shipping.

May i know how to contact the Apple Support online and not the sales department? Thanks

[Explicitic]

Originally Posted by applefanboy5

May i know how to contact the Apple Support online and not the sales department? Thanks

I went to this site https://expresslane.apple.com/GetCaseDetails.do and put in my case number and email and clicked the "Contact Apple about this case." The online support/live chat was just there, but I'm pretty sure it's closed right now.
You might be able to get to it by go to All Products/Services then selecting your device and issue. I'm not sure, though.
You can probably call Apple and get a case number then try tomorrow (they may not work New Year's Eve) or Wednesday to see if the live chat is there.

[applefanboy5]

Originally Posted by Explicitic

I went to this site https://expresslane.apple.com/GetCaseDetails.do and put in my case number and email and clicked the "Contact Apple about this case." The online support/live chat was just there, but I'm pretty sure it's closed right now.
You might be able to get to it by go to All Products/Services then selecting your device and issue. I'm not sure, though.
You can probably call Apple and get a case number then try tomorrow (they may not work New Year's Eve) or Wednesday to see if the live chat is there.

Alright thanks alot where can i start the case? and was the Chat button on the top right of the screen at the link you showed me?

[Explicitic]

Originally Posted by applefanboy5

Alright thanks alot where can i start the case? and was the Chat button on the top right of the screen at the link you showed me?

It was actually just one of the options when I pressed "Contact Apple about this case."
To start a case, just call and tell them your problem. If they can't resolve it, ask for a case number that you can refer to in the future or something like that.

[Chris092881]

Well, I got my replacement white-box device from Apple today. It's a Week 50 model according to Chipmunk International. As soon as I removed the device from the box I heard it, the dreaded battery thud. It's as if the battery wasn't seated in adhesive at all. Aside from the very audible noise it makes when bouncing around inside the housing, you can actually kind of feel it sliding around, too. Just the worst QC I have ever seen. It's too bad, as I really like the iPhone 5 other than the obvious shortcomings I, and many others, are experiencing. I don't think iOS 6 is anything to write home about. But that's another matter altogether.

I called Apple up and sent them a 30 second clip of me lightly shaking the phone to demonstrate the issue. The Senior Advisor I've been dealing with apologized several times and assured me Apple will "make this right". What that means I have no idea. However, if that doesn't include a brand new sealed device directly from China this time around, I'm either just going to ask for a refund or sell the phone I have now and cut my losses. I envy those of you who were able to get a phone the first time around with no issues. This was supposed to be an AppleCare inspected device that was free of problems. Makes you wonder how much of an "inspection" really takes place.

[Chris092881]

Just to wrap up my story here, I received a brand new iPhone 5 (sealed retail box) today via FedEx. It looks good. I received it just as I was walking out the door to go to work, but a quick glance at the device revealed no scratches or nicks. There's a little mark on the lock button, but it just looks like a small deviation in the anodized coating, and not a scratch or scuff. Nothing major at all. I did notice the lock button on this one seems to have a bit more give to it than the one I have now, but it's still pretty solid. Again, first world problems I suppose. I figured I did a lot of complaining when I felt like Apple wasn't coming through for me, so now that they have I'm giving credit where credit is due.

[slgray49]

Good for you sticking to your guns until you got the service you and all customers deserve. Hopefully you finally got a defect free phone. As a previous person commented I thought of the "lemon law" and would have demanded a refund based on that alone. I think it is ridiculous one should have to pay to get a replacement for an item under warranty. It's sad that companies can get away with this. I would understand if it turned out to be something not covered under warranty but to have to pay to get a "reconditioned" item to replace a brand new item is sad. Corporate greed and unfortunately too many of us are like most of the previous commentors and would have chalked it up as a loss. That is what allows corporations to get away with such practices. If we all put our foot down they would eventually have to make changes. Gone are the times of "the customer is always right". Of course too many dishonest people have ruined that for us. So again we have no one to blame but ourselves.

Originally Posted by Chris092881

Just to wrap up my story here, I received a brand new iPhone 5 (sealed retail box) today via FedEx. It looks good. I received it just as I was walking out the door to go to work, but a quick glance at the device revealed no scratches or nicks. There's a little mark on the lock button, but it just looks like a small deviation in the anodized coating, and not a scratch or scuff. Nothing major at all. I did notice the lock button on this one seems to have a bit more give to it than the one I have now, but it's still pretty solid. Again, first world problems I suppose. I figured I did a lot of complaining when I felt like Apple wasn't coming through for me, so now that they have I'm giving credit where credit is due.

[Chris092881]

Originally Posted by slgray49

Good for you sticking to your guns until you got the service you and all customers deserve. Hopefully you finally got a defect free phone. As a previous person commented I thought of the "lemon law" and would have demanded a refund based on that alone. I think it is ridiculous one should have to pay to get a replacement for an item under warranty. It's sad that companies can get away with this. I would understand if it turned out to be something not covered under warranty but to have to pay to get a "reconditioned" item to replace a brand new item is sad. Corporate greed and unfortunately too many of us are like most of the previous commentors and would have chalked it up as a loss. That is what allows corporations to get away with such practices. If we all put our foot down they would eventually have to make changes. Gone are the times of "the customer is always right". Of course too many dishonest people have ruined that for us. So again we have no one to blame but ourselves.

Thank you. And I completely agree. You gotta stand your ground until you're satisfied. It's the only way. Unfortunately most of the time standing your ground requires a lot of patience and running in circles. Stand pat and eventually it'll pay off.