|Jul 31, 2008, 10:48 PM||#102|
Apple Support Conversation
HERE IT IS!!!
Thank you for calling Apple iPhone Support, this is Steve here (not big Steve), may I ask who I’m speaking with?
Can I get your iPhone telephone number starting with the Area Code?
Thank you very much, and have you called in about this issue before?
-uhhh, no I haven’t…
And what can I do for you today?
-Last night, I fell asleep on my couch, and was awaken by my phone burning in my pocket. I quickly took it out and threw it to the floor, later examining it seeing the back melted and my leg burned!
Okay sir, let me just look here for a second…
Okay, do you have an Apple Store close to you Sir?
-No I don’t
Okay sir, I’m going to look here…
Okay, So I’m just going to put you on a brief hold for a moment…And just to verify, the phone overheated and now the back is melted?
-Pretty much, I actually have pictures on my blog…
It’s okay sir, I just have to look here to see what I can do for you since your warranty expired 33 days ago and…
Uhm… Your warranty expired?
-No it didn’t…
It says here that..
-It’s an iPhone 3G, I got it on Launch day…
Oooooh okay, I guess it didn’t transfer over then…
Okay then sir, can you look on the back and give me the se… oh wait, it wouldn’t be on the back… Do you have the box?
-I sure do
Can you read me the serial number?
-Yes, it’s xxxxxxxxxxxxxxxxxxxxx…
Just give me a sec here to pull that up…
Can I get your email address sir?
-yes, it’s JamesLonginotti@gmail.com
Okay, we need that for the repair order process…
Now do you have an odd –excuse me- OLD AT&T phone with you sir?
Okay, because you will be without a phone for 5 to 7 business days, I’ll go ahead and set you up with a service phone…
Okay sir, I am going to speak to someone very briefly about this if you could just hold on for a moment…
(16 min of Asian music)
Hi there James, I now have Debbie on the line, and she is going to further assist you today okay?
You two have a great day now------------------Thanks very much!
Okay now, I am going to be doing some paperwork with you to get your unit replaced okay?
Sorry for the delay, so let’s get this set up… So are you close to an apple store?
Alright, so I’m going to have to do a mail in ,in order to replace your phone…
Okay, we will send you a service phone… let me see what I could do…
Alright, can I have a contact number?
okay, 76-gosh dang what is wrong with this keypad!... sorry continue…
And what state are you in today?
Ooh Arkansas, how is the weather there?
-Just great, not a cloud in the sky
-yes it is
And your full Address…
Thank you for your patience on this, I understand you had an issue with the heat?
-Yes, I heard the 3G speed was “Blazing” but I didn’t know it was that hot…
did you day you wanted a white 16 gig? Oh I don’t think the 16’s come in whi… oh they do!
-I hear ya
I don’t know , it’s hot in here today
-Did my phone visit?
So again, what happened?
-I begin the story again
Wow, That’s Wild, I haven’t seen that in a while (?)
How long was it in your pocket?
-About 3-4 hours
So you were on the couch and it got hot…
So the back is only damaged?
-yes, I am talking to you on my phone now
So it’s Working…
That’s really weird, It melted, but is still functional…
I prefer you didn’t use it though…
It didn’t damage anything did it?
-Other than me… no
Just you… (laughter)
It didn’t blister your leg did it?
-Just red right now
Just red huh…
No fumes was there?
-nope, just the ootb smell
out of box smell only? Hehe …No smoke?
And it just happened todat right?
and the part of your leg that was burnt was around the pocket right?
Any electric shock?
Did you notice any smoke coming out of your pants? (said while laughing)
Any flames, just intense heat right?
Sorry for all this, there is a lot of paperwork for an issue like this…
(about twenty questions later…)
I guess that’s all we need for That one…
HEHE It asks if the battery can be inspected, I put “it’s in the iPhone”
How was the condition of the room you were in?
-It was a bit messy and COOL at the same time
I think we are finally done with the questions…
I am worried about the phone heating up again, so I would like you to power down the phone once we are through…
Alright, I’m just going to put you on hold for a moment…
(28 min later)
Thanks for holding; I’m going to get in contact with a safety consultant…
I will call you back on your landline…
--------------End result, A replacement on the way------------------------------
|Jul 31, 2008, 11:02 PM||#103|
iMac 2.0Ghz + 20' ACD ; MacBook Air 1.6, 80 ; iPhone 3G S 32GB
|Jul 31, 2008, 11:06 PM||#104|
"Next PM I get from you about this, and it gets posted as my signature." --*LTD*
|Jul 31, 2008, 11:20 PM||#106|
|Aug 1, 2008, 12:05 AM||#107|
Duuuuuuuuuuuuuuuuude, this is the worst case I have ever heard of. Excuse me, but you should transfer the phone under my name and I would know how to deal with them.
This is so stupid. The phone could have killed you or caused you a permenant damage, and all they could is send you a replacement after almost an hour of talk time
|Aug 1, 2008, 01:02 AM||#108|
You're talking to an AppleCare rep over the phone. They could care less about giving you free stuff since it takes them too long to try to get some kind of extra certified. If you went to an Apple Store, or even wrote a letter to Apple, you might get something.
|Aug 1, 2008, 04:07 AM||#109|
In the manual for the MacBook pros, it tells you NOT to use the computer on your lap, because of the heat. No such text about a phone in your pocket. This is a legitimate lawsuit if they wanted to pursue it, although without significant skin damage, you would likely lose. You know the phone gets warm, even hot when used, but you don't expect to get burned by it. Same with the coffee. You know it's hot, but even with a spill, you don't expect third degree burns, and skin damage from it. There's a fine line here.
|Aug 1, 2008, 07:03 AM||#111|
If you sell a faulty product on purpose and in that faulty container have a liquid heated to a temperature that will leave 2nd and 3rd degree burns (Most coffee will burn you but not make the skin on your leg melt) you will be liable at some point.
|Aug 1, 2008, 07:40 AM||#112|
Now as far as the conversation with apple went - they won't offer up ****. No company in their right mind will offer anything UNTIL you ask and then and only then will they do so. I bet if he asked he'd have gotten with little fight (depending on what he asked for). Ex: Overnight Shipping
I find it funny and sad that they ask him the same thing multiple times...so typical of CSR. Nothing annoys me more than when an automated system asks for your information and you get on with a CSR and the CSR just asks for the info again...WTF did I give it to the automated system for?
|Aug 1, 2008, 08:25 AM||#113|
also I am a big time procrastinator...
I posted the conversation!
|Aug 1, 2008, 08:58 AM||#114|
|Aug 1, 2008, 09:22 AM||#115|
The point I'm trying to make is this is nothing like the McDonald's case. Apple is not selling a faulty product with known risks. This is just a case of a random malfunctioning product. This would not hold up in court but I'm sure if he really tried he could get a out of court settlement.
|Aug 1, 2008, 09:38 AM||#116|
|Aug 1, 2008, 09:41 AM||#117|
Alright. Thanks for typing all that up! This is very interesting and it would be amusing to see what they would say if you had gone "For all my pain and suffering, I really would not like to have to pay anything for this phone again." -I wonder what they would do at that point. I'm genuinely surprised they didn't offer anything or something. I'm not quite sure what I expected, but getting a replacement is what you were aiming for, and that's what you got. Keeping us up to date on any developments would be great! Thanks.
Primary stuff: - 2012 Retina MacBook Pro+2.7GHz+16GB RAM+512GB - iPhone 5S 32GB
|Aug 1, 2008, 10:15 AM||#118|
I'd sue them just because they created a bad product. You're paying more than hundreds of dollars on a two year contract. Another two years thinking about what might happen, because it can happen again! I think lots of other iPhone users can't rely on their phones anymore.
Dell had a battery incident a while back and I think Apple may be looking at the same here...It's ridiculous that they don't test their products better.
|Aug 1, 2008, 10:49 AM||#121|
Last edited by Mitthrawnuruodo; Aug 1, 2008 at 04:59 PM. Reason: Merging, please use MULTIQUOTE to answer more than one post...
|Aug 1, 2008, 10:53 AM||#122|
If I had scalded my leg there is no way I would have taken a razor to it… or worse rubbed it with an electric razor.
|Aug 1, 2008, 11:06 AM||#123|
I just had complaints in the other forum...
|Aug 1, 2008, 11:10 AM||#124|
Only that if it was really really sensitive shaving it would have been quite painful…
PS. I can understand the complaints.
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