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Steve Jobs response to my shattered iPhone email.

P

PSURLZ

macrumors newbie
Original poster
Jun 26, 2010
7
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I originally posted about my shattered iPhone here: https://forums.macrumors.com/posts/10344361/

I figured I would throw my experience into the hat as far as the shattered phone situation goes.

Last night, after owning my phone for about 12 hours, it took a faithful leap from my kitchen counter onto my linoleum floor. I didn't even see it happen but saw the look on my friends face when I heard something fall. Looked down and the phone was demolished.

After reading the stories on Gizmodo (http://gizmodo.com/5573163/i-had-my-shattered-iphone-replaced-by-apple-on-day-2 & http://gizmodo.com/5573009/apple-replaces-some-shattered-iphone-4s-what-about-yours) I had some hope that they would replace my phone as the high grade glass they've been preaching about obviously did not do it's job. I did not have the option to purchase a bumper or case for the phone as they were sold out at the Apple store when I purchased my phone.

The new phone does seem to slip and slide on/off surfaces easier than any of the other old iPhones.

Today I went to the Genius Bar to see what they could do to help me. All they could do was offer me another iPhone they had in stock as a replacement for the price of $199.99.

The whole situation is quite disappointing as you would expect the new *glass* to either hold up or that there to be cases/bumpers in stock to purchase.

So it doesn't look like they'll be giving out any more free replacement phones for those of us that have any type of mishap.

jzadz7.jpg


http://i47.tinypic.com/jzadz7.jpg
Click to expand...


I sent an email off to Steve Jobs that was basically verbatim that post:

Steve,

I figured I would throw my experience into the hat as far as the shattered phone situation goes.

Last night, after owning my phone for about 12 hours, it took a faithful leap from my kitchen counter onto my linoleum floor. I didn't even see it happen but saw the look on my friends face when I heard something fall. Looked down and the phone was demolished. (Picture here: http://i47.tinypic.com/jzadz7.jpg).

After reading the stories on Gizmodo ((http://gizmodo.com/5573163/i-had-my-...apple-on-day-2 & http://gizmodo.com/5573009/apple-rep...at-about-yours) I had some hope that the Apple Store would replace my phone as the high grade glass that has been preached about obviously did not do it's job. I did not have the option to purchase a bumper or case for the phone when I purchased it yesterday morning as they were sold out at the Apple store when I purchased my phone.

The new phone does seem to slip and slide on/off surfaces easier than any of the other old iPhones.

Today I went to the Genius Bar to see what they could do to help me. All they could do was offer me another iPhone as a replacement for the price of $199.99. Now I do appreciate that I was able to purchase a new phone at that price instead of full price. I do also appreciate the fact that there were replacement phones available for purchase in a situation like this as I know they are hard to come by. The Genius was also very kind. However, with a new product I was hoping a little more help would be offered.

The whole situation is quite disappointing as you would expect the new glass to either hold up or there to be cases/bumpers to purchase. Although extremely disappointed I am not completely irate at the situation. I know Apple cannot just hand out free phones left and right to everybody that drops them. However you would expect that there be some sort of better warranty or insurance on such an expensive product.

Is there anything else that can be done or any suggestions you can offer instead of just "Don't let your phone fall and hit the ground"? (that's a joke).

Thank you for your time,
Click to expand...

I'll give it to him. I got pretty quick response. (3 hours). But you can see the screenshot below (to confirm authenticity) for his response.

e9bwd4.jpg


His response made me laugh but also kind of aggravated me a bit. I guess I'm just disappointed by the fact that it seemed that other than replacing my phone for the replacement cost ($199) which I again (as stated above) appreciate, there was nothing else really offered.

Not to mention the Apple Store was still out of stock of bumpers when I went in to replace my phone today.

Sorry for the large image size, didn't want the text to be distorted on the email screenshot.
 
protox said:
LOL, you shouldn't of mentioned Gizmodo and you might of had a better chance. :D
Click to expand...

Haha one of my friends mentioned that. I didn't even think of it until after the fact. But I mean, it shows that phones were replaced.
 
Please learn to accept responsibility for your stupid actions. Typically, if you drop something made of glass it is going to break. Now please excuse me while I go sue McDonalds for making me fat...
 
It sucks but you damaged the phone. Why would Apple be in any way responsible?
 
Jr1985 said:
Please learn to accept responsibility for your stupid actions. Typically, if you drop something made of glass it is going to break. Now please excuse me while I go sue McDonalds for making me fat...
Click to expand...

That is not the route I am going with at all. I would agree with you if I actually dropped it.

It was sitting on my kitchen counter and literally (I'm assuming as I wasn't looking at the phone when it fell) slid off the counter and smashed onto the floor.

Nobody else was near the phone when it happened.

I can't remember if it was slanted sitting on something else or not.

And although it seems like I'm not taking responsibility for my actions, my real complaint is that there is no real help in this situation.
 
Wait. You put your phone in an insecure place, it drops, shatters, and you are disappointed that Apple won't give you a freebie for your irresponsibility? Freaking A. Un-be-lievable.
 
Well I'm no forensic scientist but that sure doesn't look like a break pattern from a counter top fall, which would usually apprear as one major break with the cracks moving outward from there.

In that picture one can almost make out what would appear to be 4 points of breakage, almost like it was squeezed till the screen shattered..

You sure your "friend" only witnessed it fall and didnt try to see how strong the glass was?
 
To be honest, the $199 replacement is pretty reasonable considering the unsubsidized cost. Blows big time, but I'd just suck it up if I were you.


And when you get your new one, duct tape it to your hand.
 
To be honest, replies like that come across, regardless of the intention, as arrogant and rude. If he hasn't got time to expand a little more on a one word answer then he should just not reply, or employ a secretary to reply on his behalf.

I know it's a 'no bulls*it', honest response but it is beyone awful for this kind of tone to come from the e-mails of a company's CEO. The original e-mail was more than courteous and deserved the same in return.
 
PSURLZ said:
It was sitting on my kitchen counter and literally (I'm assuming as I wasn't looking at the phone when it fell) slid off the counter and smashed onto the floor.

Nobody else was near the phone when it happened.
Click to expand...

Wow.. how sloped is the counter surface? It must be at least 30' to just slide off by itself! :p

Again, it sucks... but the $199 seems fair. What about the price for replacement parts?
 
PSURLZ said:
I originally posted about my shattered iPhone here: https://forums.macrumors.com/posts/10344361/




I sent an email off to Steve Jobs that was basically verbatim that post:



I'll give it to him. I got pretty quick response. (3 hours). But you can see the screenshot below (to confirm authenticity) for his response.


His response made me laugh but also kind of aggravated me a bit. I guess I'm just disappointed by the fact that it seemed that other than replacing my phone for the replacement cost ($199) which I again (as stated above) appreciate, there was nothing else really offered.

Not to mention the Apple Store was still out of stock of bumpers when I went in to replace my phone today.

Sorry for the large image size, didn't want the text to be distorted on the email screenshot.
Click to expand...

you may want to consult the builder of the house as it is freekng lopsided, how did it slip off the counter? Was it hit?
 
why dont you just buy the SquareTrade warranty ofr $99 or whatever price it is and do a claim and get a new iPhone? Its a 2 yr warranty so even if you just do the one claim it'll still save you money.
 
PSURLZ said:
It was sitting on my kitchen counter and literally (I'm assuming as I wasn't looking at the phone when it fell) slid off the counter and smashed onto the floor.

Nobody else was near the phone when it happened.
.
Click to expand...

So you think the iPhone committed suicide?

I think getting a new one at 199.99, basically the subsidized price, is a pretty good deal. A non-subsidized one would probably cost 700 or so.
 
Why don't you people bug Apple customer support? I'm sure the CEO of the company is busy enough without all you people bothering him with your problems. Steve Jobs isn't the entire damn company.
 
fru said:
To be honest, replies like that come across, regardless of the intention, as arrogant and rude. If he hasn't got time to expand a little more on a one word answer then he should just not reply, or employ a secretary to reply on his behalf.

I know it's a 'no bulls*it', honest response but it is beyone awful for this kind of tone to come from the e-mails of a company's CEO. The original e-mail was more than courteous and deserved the same in return.
Click to expand...

I love his style! He so direct, and just because he doesn't waffle or sugar coat his words doesn't make him arrogant.
 
Physics

So you phone was just sitting there and then it slid off of the counter??? There was this fellow once names Newton who had these "laws." I believe one of them was; An object at rest stays at rest unless acted upon by an outside force. Maybe since no one was touching the lower left hand corner the antenna was receiving such good reception that the radio waves pushed it off the counter. But hey what do I know I am not a physicist, I just play one on T.V. :D
 
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