Other apple employee dropped my phone - what would be a good resolution?

Discussion in 'iPhone' started by nicho, Dec 8, 2018.

  1. nicho macrumors 68020

    Joined:
    Feb 15, 2008
    #1
    I had my iPhone 7 battery replaced today. While collecting it, the employee dropped it on the floor. I saw this, but wasn't sure it was mine. I watched like a hawk until the "collection box" was emptied and sure enough nobody else collected an iPhone 7. The employees didn't raise the issue, and seemed to want to pretend it hadn't happened and hope nobody noticed.

    There's no obvious/visible damage, but dropping a phone from that height can't be a good thing? And it's way out of warranty, so I don't want to find out in a day or a week that it's knackered.

    The store agreed to replace it, but I have to wait 7-10 days for a new one to arrive. Why can't they replace with a different colour (they insist that it can't be done. What a stupid system!) Anyway... should I be happy with this, or should I be pushing for more? Ideally they'd be speeding up the process, refunding my battery replacement fee, or giving me an accessory or something to make the wait a bit more palatable. Would asking for one of those make me unreasonable?
     
  2. Silver Idaten macrumors 6502a

    Joined:
    Jul 31, 2015
    Location:
    Stratford, CT
    #2
    While it’s shady they didn’t bring it up at all until you did, they’re still going to replace your phone. I don’t know what else more you really want. Give you a free accessory? What?
     
  3. Tavicu macrumors regular

    Tavicu

    Joined:
    Jul 25, 2013
    Location:
    Romania
    #3
    WTF man? They made a mistake like everybody else from this planet! Eventually they have assumed it and they are giving you the best resolution here.

    And no, they will never switch a device with another specification. It doesn't matter that is a size (GB) or colour, it still another specification than what you have.

    If you made the mistake how would you feel if you already did your best to help fix it and the person still want more from you?

    Try with other company where they don't even switch your device ...
     
  4. nicho thread starter macrumors 68020

    Joined:
    Feb 15, 2008
    #4
    They actually offered it while I was complaining that it would take 7 days, because giving em a different unit wasn't something he could do and apparently giving em an iphone case was. But he then rescinded the offer when it became clear it was supposed to be instead of replacing the phone instead of to make the wait more acceptable.

    The last (and only until now) time I had a repair messed up by an Apple employee they made sure I didn't have to wait any more by just grabbing a retail unit and sorting it out in their back end. I guess Apple has changed a lot since then (this was 2009).

    What I actually want is to not have to wait 7 days and return to the Apple store for an unnecessary extra visit.
     
  5. alphaswift macrumors regular

    Joined:
    Aug 26, 2014
    #5
    They dropped it, but even with no apparent damage, agreed to replace it. And you’re still complaining? What is wrong with you?
     
  6. BugeyeSTI macrumors 68020

    BugeyeSTI

    Joined:
    Aug 19, 2017
    Location:
    Arizona
    #6
    Sorry but your “used” phone isn’t going to be replaced with a brand new one. You’ll get a white box replacement which is more than reasonable considering most phones have been dropped in their lifetime... Not sure what the problem you’re having with their attempts to make you happy..
     
  7. nicho thread starter macrumors 68020

    Joined:
    Feb 15, 2008
    #7
    Many phones are in cases when that happens though...

    On the point of being brand new, I'm fully expecting a white box replacement. The replacement order has the words (NEW) on it, but I'm not sure if that means new new, or just Apple's definition of new, which isn't the same for replacements as it is in retail.
    --- Post Merged, Dec 8, 2018 ---
    I guess you didn't take into account the part about having to take the time to go back and collect it?
     
  8. keysofanxiety macrumors G3

    keysofanxiety

    Joined:
    Nov 23, 2011
    #8
    Completely agree OP, Tim Cook should come to your house personally with a new iPhone 7 and unbox it infront of you.

    Hopefully he doesn’t drop it, though. Boy that’ll cause a whole heap of trouble.
     
  9. BasicGreatGuy Contributor

    BasicGreatGuy

    Joined:
    Sep 21, 2012
    Location:
    In the middle of several books.
    #9
    Don't be so greedy. You are getting excellent customer service from Apple, due to their mistake. You are coming out ahead, even if you have to drive back and collect the phone.
     
  10. nicho thread starter macrumors 68020

    Joined:
    Feb 15, 2008
    #10
    I've since realised the member of staff was probably mistaken when he told me they had new ones for retail, but he couldn't give me one of those... since it's a 256GB and Apple no longer sell that capacity. That makes it more palatable that they'd have to source one specially, I guess.
     
  11. Starship67 Suspended

    Starship67

    Joined:
    Oct 28, 2017
    Location:
    LA
    #11
    Oh no. If your that busy hire some help.
     
  12. nicho thread starter macrumors 68020

    Joined:
    Feb 15, 2008
    #12
    I'm not sure if it's universally true, but in the location where I am you have to present photo ID and nobody can do things at the Apple Store on your behalf.
     
  13. Starship67 Suspended

    Starship67

    Joined:
    Oct 28, 2017
    Location:
    LA
    #13
    Lol. Well then have the help do the other things your so busy with and you go to the store to collect it. Simple. See how easy that was. Anyway have a good day. Out.
     
  14. C DM macrumors Sandy Bridge

    Joined:
    Oct 17, 2011
    #14
    Well, seems like they are working on correcting the mistake.
     
  15. Malus120, Dec 8, 2018
    Last edited by a moderator: Dec 9, 2018

    Malus120 macrumors 6502

    Joined:
    Jun 28, 2002
    #15
    WTF is with the hostility to the OP in this thread???

    I mean, is it a little much for him to be asking for MORE than a new phone? Yes, perhaps it is. But asking Apple not to DROP your phone when you bring it in for repair, and to replace it when they do, is perfectly reasonable. You can bet if there was any damage that emerged after the fact and OP came in a week later it'd be "customer fault" and OP would be out a good chunk of cash.

    Also, expecting Apple to be able to replace devices they still support on the same day (or at least within 1-2 business days) is not at all unreasonable. Asking someone to wait a week for their iPhone (or Mac) to be replaced is ridiculous. Some of us actually use these devices to get work done and being out a week is money/time lost. It's especially frustrating when something like this happens even with AppleCare (which granted, OP doesn't seem to have)

    OP (and anyone else) if Apple puts you in a tough spot like this, don't be afraid to take advantage of their two week no questions asked return policy to make yourself whole while you wait.
     
  16. burgman macrumors 68000

    burgman

    Joined:
    Sep 24, 2013
    #16
    Do you live on a remote base or farm? Do you work 16 hours a day, have to walk 5 miles in the snow uphill both ways? If it's just too hard for you then keep your undamaged iPhone. I had sympathy for you until the "it's too hard to get back to store" without saying why.
     
  17. nicho thread starter macrumors 68020

    Joined:
    Feb 15, 2008
    #17
    Childcare. I'm not lugging two kids under 4 half way across the city on public transport, to then do.. what exactly, while I talk to the grownups to resolve this.
     
  18. burgman, Dec 8, 2018
    Last edited by a moderator: Dec 9, 2018

    burgman macrumors 68000

    burgman

    Joined:
    Sep 24, 2013
    #18
    No Apple store is large enough to stock every model, color, memory size of every product produced in the last 4 years for instant replacement. Guess you missed the point that the phone is undamaged and fully functional. Being perfect and never making mistakes, like accidentally dropping something, is a lofty goal dealing with humans. You want the offender to be shot or lose a hand? Again what tough spot?
    --- Post Merged, Dec 8, 2018 ---
    Then keep your old undamaged phone, it's all about choices.
     
  19. Newtons Apple macrumors Core

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #19
    Does not seem like that is enough these days. People feel they are entitled to something extra.
     
  20. Calebtt macrumors member

    Joined:
    Aug 26, 2012
    #20
    I wouldn't be too happy about them trying to cover it up, but your getting a new phone, that's it, they made good on it.
     
  21. moldy lunchbox, Dec 8, 2018
    Last edited: Dec 8, 2018

    moldy lunchbox macrumors 6502a

    Joined:
    Sep 9, 2010
    Location:
    Raleigh, NC
    #21
    This is a sad topic. "should I be pushing for more?" How about you take the apology, phone and GET OVER IT!
     
  22. stafil macrumors 6502

    Joined:
    Sep 15, 2017
    #22
    Yes. You would be unreasonable in my humble opinion. They agreed to replace it which is completely fair for both sides the way I see it.
     
  23. Idefix macrumors 6502a

    Joined:
    Jul 10, 2012
    #23
    i think you've definitely found out that the best thing to do is NOT to ask for advice on this forum.
     
  24. Never mind macrumors 6502

    Never mind

    Joined:
    Oct 25, 2018
    Location:
    Dunedin, Florida
    #24
    OP, give it a rest. This is going nowhere on this thread. Nothings going to change and no one can help you any further.
     
  25. AdventurousJosh, Dec 8, 2018
    Last edited by a moderator: Dec 9, 2018

    AdventurousJosh macrumors 6502

    Joined:
    Aug 11, 2008
    #25
    Okay people. It’s not “apple DROPPED the phone” it’s a pathetic $11hr RETAIL EMPLOYEE who doesn’t give a rats ass about apple.
     

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