That's a very good question. I'm sure I can guess the canned response she would have given.
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Am I being unreasonable?
- Thread starter mikeydeezy
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That's a very good question. I'm sure I can guess the canned response she would have given.
If someone buys a $649 PHONE, it should not come with scratches, dings, dents, dust in the camera, scratches, or anything that dissatisfies the customer.
Why?
Because its a $649 PHONE
Nobody ever said it should come with dings and scratches...but there is a tolerance for all products. If there is an imperfection so small nobody would ever see it unless they meticulously analyzed the device with a jewelers loupe, that is being ridiculous.
It is a phone and a computer...not a diamond. At least jewelry is only for being perfect and pretty. This is a device!
If I go to a Ferrari dealership, and buy a brand new one for $200K, it should be perfect.
Why?
Because its $200K for a car.
Same way, this is 649 for a phone. It has to be perfect.
Now if you spend $500 on a car, and it has a scratch or two, you're lucky, because I wouldn't expect it to even have doors. Or if you buy a phone off the dollar menu, don't expect it to make calls. If it does, consider it a victory.
It's all about the price. The more you pay, the more perfect the item has to be. Period.
I don't stay at the Ritz and expect to see dusty countertops. And sure enough I don't.
Now your local truck stop motel, I'm sure there's dust, but for $10 a night, it's expected.
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If I go to a Ferrari dealership, and buy a brand new one for $200K, it should be perfect.
Why?
Because its $200K for a car.
Same way, this is 649 for a phone. It has to be perfect.
Now if you spend $500 on a car, and it has a scratch or two, you're lucky, because I wouldn't expect it to even have doors. Or if you buy a phone off the dollar menu, don't expect it to make calls. If it does, consider it a victory.
It's all about the price. The more you pay, the more perfect the item has to be. Period.
I don't stay at the Ritz and expect to see dusty countertops. And sure enough I don't.
Now your local truck stop motel, I'm sure there's dust, but for $10 a night, it's expected.
Why?
Because its $200K for a car.
Same way, this is 649 for a phone. It has to be perfect.
Now if you spend $500 on a car, and it has a scratch or two, you're lucky, because I wouldn't expect it to even have doors. Or if you buy a phone off the dollar menu, don't expect it to make calls. If it does, consider it a victory.
It's all about the price. The more you pay, the more perfect the item has to be. Period.
I don't stay at the Ritz and expect to see dusty countertops. And sure enough I don't.
Now your local truck stop motel, I'm sure there's dust, but for $10 a night, it's expected.
----------
If I go to a Ferrari dealership, and buy a brand new one for $200K, it should be perfect.
Why?
Because its $200K for a car.
Same way, this is 649 for a phone. It has to be perfect.
Now if you spend $500 on a car, and it has a scratch or two, you're lucky, because I wouldn't expect it to even have doors. Or if you buy a phone off the dollar menu, don't expect it to make calls. If it does, consider it a victory.
It's all about the price. The more you pay, the more perfect the item has to be. Period.
I don't stay at the Ritz and expect to see dusty countertops. And sure enough I don't.
Now your local truck stop motel, I'm sure there's dust, but for $10 a night, it's expected.
A happy ending.
I get there and I'm told to wait. I sit for maybe 15 minutes before the worlds kindest genius comes out. He said he read my case notes and already had his manager to approve a swap. He stated that typically they are reluctant to swap for purely cosmetic reason but that "personally we want our customers to get what they paid for".
He even went as far to say "you hired me the moment you bought your phone to help".
Once he grabs the white box replacement he says "I'm going to break a rule for you. I'll open this one now before I scan it so you can look it over first." We check it out. Not a single visible defect.
We do the paperwork and shake hands. He says "find any defects affecting functionality and we can take care of you".
A+ service, Apple.
I get there and I'm told to wait. I sit for maybe 15 minutes before the worlds kindest genius comes out. He said he read my case notes and already had his manager to approve a swap. He stated that typically they are reluctant to swap for purely cosmetic reason but that "personally we want our customers to get what they paid for".
He even went as far to say "you hired me the moment you bought your phone to help".
Once he grabs the white box replacement he says "I'm going to break a rule for you. I'll open this one now before I scan it so you can look it over first." We check it out. Not a single visible defect.
We do the paperwork and shake hands. He says "find any defects affecting functionality and we can take care of you".
A+ service, Apple.
Not in terms of phones. They are the same.
Btw, OP got a swap. Even apple agrees he's not over reacting.
It's final now. They get last word.
She's usually very pleasant. Just goes to show you the rage that gets into people over these things
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Very nice. The other rep probably just found her boyfriend slept with her best friend, and decided to take it out on the first guy she saw.
If you do try to return it, will you update this thread with the details? I believe it is more complicated to return an iPhone to an Apple Store within thirty days that's been swapped out since the way they process returns checks the serial number of the original purchased phone and the phone being replaced. They can get you a refund but I'm sure it's not as straightforward.
And to those wondering, AT&T retail stores recently did lower their iPhone return policy to fourteen days. I would only buy an iPhone straight from Apple as opposed to a carrier.
Good for him I say. Kidding of course.
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I updated the OP with my results mate. They replaced it with no hassle.
If you were to examine that Ferrari with the same diligence as people do their phones you would see imperfections, slightly noticible scuffs in the paint, imperfections in the edge of the cf, the cf wouldn't be perfely woven, the leather seats would have slight variations in the coloring, the edges of the carpet wouldn't be perfect, gaps far larger then what people whine about on the iPhone. If you were to look at the iPhone form the same distance that people look at their cars, it will look perfect.
I guarantee that if you tried to swap the Ferarri that you drove for a tiny flaw, they would laugh at you and tell you to buy a Camry next time. Same goes for wanting to swap your Ferarri for another color.
Fair point.
However, and to my benefit, the Genius realized a inch and a half long scratch the color of a paper clip on an all-black phone fresh out of the box isn't the image Apple has made for itself in terms of quality or presentation.
Relative to size it'd be like your new Ferrari having a white streak running across the passengers side of the dash.
Do we really need to argue that a massive scratch should be replaced under warranty? Of course it should.
I'm talking about the niggly stuff like the tiniest of gaps between the antenna band and the phone.
I got mine replaced for a light leak and a scratch on the camera. The "Genius" told me that they do not guarantee the phones to be perfect.
He swapped it out and right out of the box I noticed a couple of scratches on the mirrored edge of the phone. The guy was being such a douche, I decided not to press the issue. He said it wouldn't affect my 30 says to return it.
He swapped it out and right out of the box I noticed a couple of scratches on the mirrored edge of the phone. The guy was being such a douche, I decided not to press the issue. He said it wouldn't affect my 30 says to return it.
You were not unreasonable. Apple wants to have this perception that their products are finished and polished down to the "micron" level. And they charge a premium for it compared to everyone single over vendor out there.
They should hold up their end of the bargain. You paid as much as $900 including tax for a phone. They should give you one without defects.
Simple as that. Would you take a chip in the wedding band if you went to Tiffany? I think not. That's why you went to Tiffany in the first place--to avoid problems like this. If you didn't care, then you would have just gone to to Jared the galleria of jewelers. There's no sense in paying top dollar for middilng quality, which is what you're doing if you take a phone that is not to standards that Apple says that they should be. There is nothing precise about chips in the aluminum or scratches out of the box. No other cell phone comes that way, so why should Apple's? They should have rethought the decision to use aluminum
They should hold up their end of the bargain. You paid as much as $900 including tax for a phone. They should give you one without defects.
Simple as that. Would you take a chip in the wedding band if you went to Tiffany? I think not. That's why you went to Tiffany in the first place--to avoid problems like this. If you didn't care, then you would have just gone to to Jared the galleria of jewelers. There's no sense in paying top dollar for middilng quality, which is what you're doing if you take a phone that is not to standards that Apple says that they should be. There is nothing precise about chips in the aluminum or scratches out of the box. No other cell phone comes that way, so why should Apple's? They should have rethought the decision to use aluminum
I used to install stereos in Ferraris in the 80's - and if you looked closely at them your hair would stand on end - the assembly varied from car to car like you wouldn't believe - I think it had to do with the amount of Chianti that Guido drank the night before (I am Italian and can get away with saying this)
When I would install speakers in the doors - the screws were never in the same place - and sometimes the screws were different.
But that was years ago and I know a current Ferrari is build on a computer aided assembly line - but much is still handmade..
The Ferrari conversation brought back good memories.
And one bad one where I left a screwdriver in my back pocket and sat down on the drivers seat of a 308GT4
When I would install speakers in the doors - the screws were never in the same place - and sometimes the screws were different.
But that was years ago and I know a current Ferrari is build on a computer aided assembly line - but much is still handmade..
The Ferrari conversation brought back good memories.
And one bad one where I left a screwdriver in my back pocket and sat down on the drivers seat of a 308GT4
Nope not true. Nobody buys Ferraris with dings dents and scratches.
Buyer "What's that on the drivers side door?"
Seller "Oh just a dent from when grandma banged into it with a cart"
Buyer "All right here's 200K. Thanks!"
Lol just doesn't happen like that.
I see. I thought you were lumping my issue in with the "I-have-a-speck-on-my-power-button" folks. My mistake.
Buyer. "When my face is close enough to the carbon fiber that my nose is touching it I see that the weave isn't perfectly symmetrical."
Seller. "CF is woven and that can happen"
Buyer. "There is a tiny scuff on the paint at the bottom of the nose"
Seller. "No one looks at their car from that close distance."
Buyer. "But someone said their iPhone was like this car."
Seller. "GTFO and go buy a Camry."
Apple gave him a new phone, so they agree that iPhones with dings dents and scratches out of the box need to be replaced.
And btw nobody buys new cars with dents in it.
4th scratched phone
Apple has handed me 3 "new" phones to replace my original. All of which had even larger blemishes. In fact, they look used. I cant keep driving there and back so I give up an am keeping my original phone.
Apple has handed me 3 "new" phones to replace my original. All of which had even larger blemishes. In fact, they look used. I cant keep driving there and back so I give up an am keeping my original phone.
I can't believe all these people going through box after box after box looking for not even really a perfect iPhone, but just an acceptable one. I got a white 16GB on launch day with no cosmetic or electronic defects, and I'm starting to think it was just dumb luck. Are these mostly the black models?