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

N

nicho

macrumors 601
Original poster
Feb 15, 2008
4,254
3,250
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?
 
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 ...
 
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Silver Idaten said:
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?
Click to expand...

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 But he then rescinded the offer when it became clear it was supposed to be instead of replacing the phone instead of to make the wait more acceptable.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.
 
BugeyeSTI said:
more than reasonable considering most phones have been dropped in their lifetime
Click to expand...

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.
[doublepost=1544285217][/doublepost]
alphaswift said:
And you’re still complaining? What is wrong with you?
Click to expand...

I guess you didn't take into account the part about having to take the time to go back and collect it?
 
BasicGreatGuy said:
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.
Click to expand...

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.
 
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Starship67 said:
Oh no. If your that busy hire some help.
Click to expand...

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.
 
nicho said:
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.
Click to expand...

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.
 
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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.
 
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nicho said:
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.
[doublepost=1544285217][/doublepost]

I guess you didn't take into account the part about having to take the time to go back and collect it?
Click to expand...
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.
 
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Malus120 said:
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.
Click to expand...
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?
[doublepost=1544287784][/doublepost]
nicho said:
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.
Click to expand...
Then keep your old undamaged phone, it's all about choices.
 
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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.
 
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nicho said:
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?
Click to expand...

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.
 
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Malus120 said:
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.
Click to expand...

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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