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Am I being unreasonable?

You are not being unreasonable at all. You should never get a new replacement for a device that looks as if it was scratched, dropped, etc. If you're not happy with it, don't keep it.

I'd probably wait a while for the newer batches to come out, hopefully they should be in better condition.

kalexn said:
Most definitely and this makes me so mad because those people ruined it for people who really do have a bad phone.
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Get mad at Apple/Foxconn for low quality on the initial batches of phones.
 
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mikeydeezy said:
(Black & Slate 64GB AT&T model)

So I discovered that I had quite a bit of specks of dust under my camera lens as well as about a inch long piece of fabric coiled within the camera housing. I made a genius appt yesterday and the tech replaced my equipment after bringing it in the back to examine. Mind you my phone had no physical flaws, dings dents or any other assorted "gate" issues.

I get my replacement and go about the replacement business and I look the device over and see a long maybe 1 1/2 inch silver streak above the lightning port. Like someone took a paper clip and tried to draw "~" on the phone. And the right corner of the phone feels like it's been grinded and is rough to the touch. Also the power button rattles like I have a loose Tic-tac in my phone. Once your finger is on the button there's no rattle. So it's not the typical camera noise.

I turn to the "genius" and say "Hey...I just noticed these flaws on my replacement". She takes the phone and goes "This phones are inspected and are within Apple's tolerances. I will not be replacing this phone again."

Very upsetting. She went from 0 to 60 in the aggression and hid behind that statement.


Now here's my issue with this all:

I'm aware of scuffgate. I'm also aware of the insane people who've replaced their devices 10 times for one speck that's more grey than black on their bezel. I think that's crazy too. But scratches and a rough edge on a 'new' phone? On a phone that I treated with kid gloves only to be replaced with what looks like someone elses phone who didn't give a damn.

I made another appointment today at a different location but I'm prepared to just return my phone to AT&T if they aren't willing to help me with the replacement.



Do you all think I'm overreacting? Thanks.
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No, I would have told her to kill the attitude, then asked to speak to the senior genius or manager. Her statement is obviously not true!
 
lyutin said:
You are not being unreasonable-especially since you paid so much for the damn phone. But as far as I was told (by apple staff) after you get a replacement you cannot return the phone for a refund.
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Agreed. Personally I think many people have taken this hunt for "perfection" too far and have angered the Apple employees that must deal with nutbags all day long.

However, if you have a "~" scratch on the phone you should stand there and raise so much hell that they either give you a new phone or call the cops. Don't be bullied by a jaded "Genius" if you have a legit complaint.
 
I've always wondered what happens to the iPhones you read people exchanging over 5+ times. I read a thread the other day where the guy said he opened like 10 replacement iPhone 5's right in front of the Genius and meticuluously inspected each one... talk about OCD
 
pnoyblazed said:
I've always wondered what happens to the iPhones you read people exchanging over 5+ times. I read a thread the other day where the guy said he opened like 10 replacement iPhone 5's right in front of the Genius and meticuluously inspected each one... talk about OCD
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No kidding. That's excessive.

Honestly if it's just anodizing specks missing I wouldn't freak out. Only dents and scratches in the aluminum bother me. I couldn't give a damn about 1mm of paint.
 
mikeydeezy said:
(Black & Slate 64GB AT&T model)

So I discovered that I had quite a bit of specks of dust under my camera lens as well as about a inch long piece of fabric coiled within the camera housing. I made a genius appt yesterday and the tech replaced my equipment after bringing it in the back to examine. Mind you my phone had no physical flaws, dings dents or any other assorted "gate" issues.

I get my replacement and go about the replacement business and I look the device over and see a long maybe 1 1/2 inch silver streak above the lightning port. Like someone took a paper clip and tried to draw "~" on the phone. And the right corner of the phone feels like it's been grinded and is rough to the touch. Also the power button rattles like I have a loose Tic-tac in my phone. Once your finger is on the button there's no rattle. So it's not the typical camera noise.

I turn to the "genius" and say "Hey...I just noticed these flaws on my replacement". She takes the phone and goes "This phones are inspected and are within Apple's tolerances. I will not be replacing this phone again."

Very upsetting. She went from 0 to 60 in the aggression and hid behind that statement.


Now here's my issue with this all:

I'm aware of scuffgate. I'm also aware of the insane people who've replaced their devices 10 times for one speck that's more grey than black on their bezel. I think that's crazy too. But scratches and a rough edge on a 'new' phone? On a phone that I treated with kid gloves only to be replaced with what looks like someone elses phone who didn't give a damn.

I made another appointment today at a different location but I'm prepared to just return my phone to AT&T if they aren't willing to help me with the replacement.



Do you all think I'm overreacting? Thanks.
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Not at all. That is just not right. Take it to a different store or another appointment quick. Don't settle for bad quality control and damaged products.
 
i'm guessing the person at the store is just so used to all these people that are returning their phone because of an imperceptible imperfection that she just blew up on you, even tho yours is legit. You could have just gone to another associate that day, they would have done it.
 
jlake02 said:
raise so much hell that they either give you a new phone or call the cops. .
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I don't wanna go to jail man lol.

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gentlefury said:
i'm guessing the person at the store is just so used to all these people that are returning their phone because of an imperceptible imperfection that she just blew up on you, even tho yours is legit. You could have just gone to another associate that day, they would have done it.
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A few factors: I was paying for parking and couldn't afford to make another genius appointment immediately afterward (you know those geniuses go from case to case as soon as they leave you).
 
mikeydeezy said:
A few factors: I was paying for parking and couldn't afford to make another genius appointment immediately afterward (you know those geniuses go from case to case as soon as they leave you).
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Ok, you need to toughen up a bit. You are coming up with reason after reason for not getting this resolved, and they are just excuses. What you should have done that day is ask to speak to a manager. No attitude, just a polite request to talk to someone at the next level.

What you should do now is go back, ask to speak to a manager, explain what happened and that you didn't pursue it that day because the associate's response upset you, and see what they say. If you get no relief there, then try another store.

YOU are the customer. It is ok to ask for good service. Again, no attitude, no pissiness, just a request that they do right by you.

And for the record, I do NOT agree with all of these crazy people going through exchange after exchange because they spotted a microdot of imperfection. But for a truly flawed product right off the bat, I have no problem with people who want that fixed.
 
mikeydeezy said:
Honestly if it's just anodizing specks missing I wouldn't freak out. Only dents and scratches in the aluminum bother me. I couldn't give a damn about 1mm of paint.
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You definitely do not want an iPhone with defective anodizing coating. It may look fine now, but it'll rub off prematurely and look terrible in a few months. It'll look nothing like normal wear and tear on normal anodizing coating after about a year.

If the black is rubbing off with normal wiping or handling, get it swapped.
 
greytmom said:
Ok, you need to toughen up a bit. You are coming up with reason after reason for not getting this resolved, and they are just excuses. What you should have done that day is ask to speak to a manager. No attitude, just a polite request to talk to someone at the next level.

What you should do now is go back, ask to speak to a manager, explain what happened and that you didn't pursue it that day because the associate's response upset you, and see what they say. If you get no relief there, then try another store.

YOU are the customer. It is ok to ask for good service. Again, no attitude, no pissiness, just a request that they do right by you.

And for the record, I do NOT agree with all of these crazy people going through exchange after exchange because they spotted a microdot of imperfection. But for a truly flawed product right off the bat, I have no problem with people who want that fixed.
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That's true. I think I subconsciously have issues giving a hard time (i.e escalating issues) because I work a CS job myself. But you're right. I'm not asking for an iMac for my trouble. I just want a phone that isn't beaten up.

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JayLenochiniMac said:
You definitely do not want an iPhone with defective anodizing coating. It may look fine now, but it'll rub off prematurely and look terrible in a few months. It'll look nothing like normal wear and tear on normal anodizing coating after about a year.

If the black is rubbing off with normal wiping or handling, get it swapped.
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Okay perhaps I went too far. I meant more along the lines of one white dot on the power button. I wouldn't say "This is tarnished! Good day sir!" to that.
 
If they won't help you at the retail stores, call AppleCare. If they still won't help you, get them onto the 6 o'clock news. Contact your local TV station. Nearly every station will have its own group of consumer affairs people.

Whenever a big company gets featured on the news, they always make it right.
 
Update:

Okay so I called AppleCare again and got a much more helpful rep.

He took down notes of my issue and understood that although it's cosmetic that physical scratches and etches are not within Apple tolerances for out-of-the-box replacements.

He stated "I would feel the exact same way. You paid for the phone and the least you can expect is for it to not be damaged."

So he told me to go to my appt today and see if they will replace it on their own. If they give me trouble he instructed me to tell them "I spoke with AppleCare and they said to call them if there's an issue."

He gave me my case # and said they will see what resolution they can come up with if it comes to it.



Hopefully the person I deal with today is polite and understanding.

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pure3d2 said:
If they won't help you at the retail stores, call AppleCare. If they still won't help you, get them onto the 6 o'clock news. Contact your local TV station. Nearly every station will have its own group of consumer affairs people.

Whenever a big company gets featured on the news, they always make it right.
Click to expand...


This is an interesting angle to take. The public is aware of this issue to a certain degree...but I do not want to appear on camera because Mr. Crybaby has a scratch on his $700 phone. Lol.
 
Good to hear they are taking care of you.
Dont think you are over reacting but the there are many others that have which is possibly why that store employee acted that way.

The bigger issue is because there are so many nit picky type customers over this scuff issue, that is the reason why companies change their policies.

I wouldnt be surprised if one day Apple no longer takes any returns unless there is a manufacturer defect that prevents standard use or something to that effect.
 
mikeydeezy said:
Update:

Okay so I called AppleCare again and got a much more helpful rep.

He took down notes of my issue and understood that although it's cosmetic that physical scratches and etches are not within Apple tolerances for out-of-the-box replacements.

He stated "I would feel the exact same way. You paid for the phone and the least you can expect is for it to not be damaged."

So he told me to go to my appt today and see if they will replace it on their own. If they give me trouble he instructed me to tell them "I spoke with AppleCare and they said to call them if there's an issue."

He gave me my case # and said they will see what resolution they can come up with if it comes to it.



Hopefully the person I deal with today is polite and understanding.

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This is an interesting angle to take. The public is aware of this issue to a certain degree...but I do not want to appear on camera because Mr. Crybaby has a scratch on his $700 phone. Lol.
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Good job. Now go in, be polite but firm. You never need to be rude to get what is deserved. Firm. Let us know how it goes.
 
I wouldn't have left that store with an unacceptable replacement. They company owes you a flawless phone and you shouldn't have to go to a different store because of a "genius" that doesn't understand customer service. I would not take no for an answer.
 
It does sound like some Apple employees think they are above us mortals. Probably down to their job title (I know it is a small % of staff like this)

Hope it goes better for you this time OP :)
 
mikeydeezy said:
Update:

Okay so I called AppleCare again and got a much more helpful rep.

He took down notes of my issue and understood that although it's cosmetic that physical scratches and etches are not within Apple tolerances for out-of-the-box replacements.

He stated "I would feel the exact same way. You paid for the phone and the least you can expect is for it to not be damaged."

So he told me to go to my appt today and see if they will replace it on their own. If they give me trouble he instructed me to tell them "I spoke with AppleCare and they said to call them if there's an issue."

He gave me my case # and said they will see what resolution they can come up with if it comes to it.



Hopefully the person I deal with today is polite and understanding.

----------




This is an interesting angle to take. The public is aware of this issue to a certain degree...but I do not want to appear on camera because Mr. Crybaby has a scratch on his $700 phone. Lol.
Click to expand...

Yes, but have you noticed that all crying babies eventually get their bottle? Guaranteed 100% of the time. :)
 
mjpearce023 said:
I wouldn't have left that store with an unacceptable replacement. They company owes you a flawless phone and you shouldn't have to go to a different store because of a "genius" that doesn't understand customer service. I would not take no for an answer.
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I don't intend to. Not this time.

I think the funny part about this all is if I brought this phone in to purchase AppleCare they would probably look at it's condition and notice the physical marks on it.

I'm willing to play their game and purchase the AppleCare. But I am damn sure not paying for this "incident".

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pure3d2 said:
Yes, but have you noticed that all crying babies eventually get their bottle? Guaranteed 100% of the time. :)
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Lol. I'd be the butt of every joke for the rest of my lives if my friends saw me fighting back tears holding my brand new phone.

:p
 
request another "genius"
or the "genius overlord" (manager)

I pay good money for my apple goods, when something goes wrong, I always have it my way (within reason of course).
 
For people returning phones, Apple ought to pre-inspect all phones in stock so that they can say, "well, we have in back a dinged one; a couple two-scratchers; a dust-in-lens; a half-dozen scuffers; take your pick."

Or, Apple should simply offer a price reduction dependent upon the issue so that, say, owning one with a ding to start out would perhaps be acceptable.
 
FieldingMellish said:
For people returning phones, Apple ought to pre-inspect all phones in stock so that they can say, "well, we have in back a dinged one; a couple two-scratchers; a dust-in-lens; a half-dozen scuffers; take your pick."

Or, Apple should simply offer a price reduction dependent upon the issue so that, say, owning one with a ding to start out would perhaps be acceptable.
Click to expand...



Personally I'd go for the scuff as long as it'd be on the side. The scratch on the charging port is insult to injury since I can see it through my CandyShell.

:(
 
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