I was having issues with the home button from day 1... My fault for not taking it in straight away, and of course Apple would have to take "on trust," but in this case, the home button issue (at worst) was made worse by the fall.
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Broken Home Button - retailer refusing warranty due to small dent near headphone jack
- Thread starter icebergx
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I was having issues with the home button from day 1... My fault for not taking it in straight away, and of course Apple would have to take "on trust," but in this case, the home button issue (at worst) was made worse by the fall.
You didn't take it in until you dinged the phone. Seems you were more upset by the ding.
Errrr.... No... I took it in because my home button finally stopped working all together. Initially it was a little temperamental, and got progressively worse. I "dinged" my phone about 6 months ago.
Do you have data to back that up? My 6 year old uses my old iphone 4 to play games. It does not have a sim and only connect to Wi-Fi. He really abuses that phone.....the home button works like a champ. Never have had an issue with a physical home button on any phone I have ever owned.....
No offense but you sound like every customer ever. Sometimes you have to look at it from their point of view. If you were in their shoes would you believe you after hearing the same thing hundreds of times?
No problem... I get it completely, and the fact that I came in right towards the end of my warranty may have also seemed suspicious.
Anyway, it got resolved, I'm happy and the store sold a new Apple care, and long -term, I'll be more of an ambassador/loyal to Apple (as long as they deliver quality products.)
One of Apple's core training methods is to teach all staff to 'assume positive intent'. Doesn't matter whether they believe it or not to be true, they have to always male the assumption that the customer is telling the truth and the story happened the way the customer said it did.
Source: ex-apple employee.
Sometimes it doesn't really matter. If the document says single hairline crack is replaceable under warranty whether or not accidental damage is present, it doesn't really matter if the customer said they dropped it or not.
Yes and no. We pretty much always upheld it, but we'd always talk about customers bulls***ting during lunch.
Quick update guys. I went to the Apple store in Sweden.
Basically, they said that the bump on the corned actually makes the removal and repositioning of the screen very difficult. They said that the bump had actually pushed the screen up, and that if they opened up the phone, there was a good chance that the glass would come away from the digitiser, meaning that the screen would have to be replaced too. I reminded them that on some occasions, when a screen has a single crack, it still falls within the warranty, but they said that "could be due to excessive tension during manufacture."
Before we really started talking, I also told one of the geniuses about my poor battery life, and after running a little diagnostic, he confirmed that was faulty too.
Essentially, 2 separate geniuses confirmed that the warranty was voided, and the manager of the store said the same thing. This whole discussion lasted about an hour and a half, and I was pretty nice and courteous all the way through and just told them I felt "let down" as the iPhone, with it's faulty home button and bad battery was clearly not fit for when it was sold.
They all offered to replace the iPhone for SEK2229 (about $350) but I turned that down, flat.
Finally, the manager made me a good offer. He offered to replace my 32gb iPhone 5 for the same model, if I purchased a year's applecare for SEK650 (about $100.) This was the best I was going to get and I was happy with the deal, so I accepted. I figured the extra piece of mind with the Applecare made the deal worthwhile.
All round, a good (but long) experience.
This is definitely not a common practice, they should have just replaced the phone. Here in the netherlands, there would of been no question. They'd run a diagnostic test, and see that everything within the phone works fine, and therefore replace it. What the store has done is completely rip you off. They got a sale out of you, that they shouldn't have gotten.