|Dec 26, 2012, 11:45 PM||#1|
What would you do?
On Halloween I received my new iPhone 5 from Verizon through an upgrade (2-year contract renewal), which had a defective auto-focus right out of the box. This was confirmed by a Genius at my local Apple Store the following day. He offered to replace the device right then and there, but said he didn't know if it was a refurb or a brand new device. I wasn't about to accept a refurb after just receiving a defective brand new phone the day before, so I declined and told him I would contact Verizon as they offer a "worry free" guarantee within the first 14 days of purchase. That way I was guaranteed a new device. He said he understood and gave me a printout stating the camera was defective and that I had brought the phone in to be checked out.
I called Verizon and explained the issue, and they had a new device to me about a week later once they received more stock from Apple. The second iPhone was cosmetically flawless (the first device had a nick on the beveled edge behind the lock button, as well as a scratch underneath the glass screen to the left of the front facing camera), but had a really audible rattle near the camera area. I'm not talking about the normal rattle iPhone's have due to the auto-focus assembly in the camera, I'm talking about what sounded like a small screw or marble rattling around inside the phone. I dealt with it for a couple weeks until it started to become more and more noticeable. I called Verizon back and was told that it was a hardware issue, and that they had already replaced it once, and then referred me to Apple. I contacted AppleCare and was sent a third device (which cost $29 because of the Express Replacement option I selected) and received it about 10 days ago. I packaged the rattling one up in the box the new one came in and sent it back via FedEx. This one (Week 44 model) has no cosmetic flaws and absolutely no rattle, but what I am experiencing now is ALOT of purple in the corners of my photos. The "purple flare" issue, as it's being called. Prior to owning the iPhone 5 I had a Galaxy S3, which I liked, but found to be just too big. I also prefer iOS over Android, though I do like both platforms.
I just got off the phone with AppleCare, again, and was told that the device I have is normal, and that while the purple flare issue wasn't something all iPhones's experience, it wasn't something they would replace, either. The rep I spoke to told me to either hold the phone differently, or cup my hand over the camera area to help decrease the effect of the problem. Seriously? Cup my hand over the camera? Hold it differently? I then explained, in his own words, that if all models of the phone didn't experience this problem, why should Apple be the ones to make the decision as to whether I should have to deal with this for the next two years or so. I then explained the previous issues I've experienced and he said I could do another Express Replacement for the $29 fee, which I agreed to. Also, the metal lens ring on the back of the phone is clearly off-center, creating a small gap on the left side of the cutout for the lens. I have no idea if that's adding to the camera issues I'm having or not. My guess is no, but it still looks like shoddy manufacturing to me. For such an expensive phone these devices should be as close to "perfect" as possible.
While I refuse to send back a phone for just a scratch or a chip, I think I'm well within my rights to request a new device from Apple. Is it just me or does it seem that with the iPhone 5, at least so far, you're just exchanging one issue for another when you replace them? I guess I had higher expectations. Any advice on how to handle such issues in the future? Is there a better way to go about it? Thanks in advance for any and all input.
Last edited by Chris092881; Dec 27, 2012 at 12:02 AM. Reason: Spelling Error