Apple Genius Admits iPhone 3G Build Quality is Substandard

[MadMacxxx]

It is obvious that they didn't break the bank building it, but I haven't had cracks in the plastic, scratched "stainless" parts or dust under the screen or buttons.

I expect plastic and chrome to scratch (see every ipod ever created (minus the shuffle and the nano) on the backside). This thing is definitely better constructed than the 5th gen ipods.. that thing flexed and felt like it was going to break at any time.

Well, when companies try and keep costs low.....too low in this case, sometimes their products dont hold up like they should, hence the iphone 3g. What's worse though, is damaged reputation, so if I were at Apple I'd suggest putting quality higher on the list of priorities.

BTW, chrome is a platting that goes onto metals and no ipod/iphone has had chrome parts, just stainless steel. In my opinion, hard scratch resistant paint on carbon fiber is THE best technology for anything that has to adhere to strict quality guidelines.....carbon fiber is incredibly light and strong, though expensive. Also, some people don't care for the woven fiber look of it, which is where the paint comes into play!

 

[The Californian]

Alright everybody, I just put in my information and expect a call from
an "Apple Expert" between 07:30 and 07:45 Pacific tomorrow. I'll post my resolution ( Or lack thereof ) directly after the call.

 

[alana22]

Do you believe that Apple has lowered the bar for the Quality Control on the iPhone 3Gs?

No. You've had a bad experience, that does not mean everyone else has had a bad experience. I'm on my first iPhone 3G and it has given me zero problems whatsoever. Yes, I have accidentally dropped it more times than I care to admit, and yes it still works. Cracks in the casing? No. Phone errors? No. Dropped calls? No. Not a single complaint. Call me a fangirl or whatever, I do love my Apple products and the iPhone 3G is just one reason why. A totally reliable, durable, stable product that has given me zero hassle and zero headache. I apologize you seem to be getting lemon after lemon but if I based my buying habits based on scare-stories posted to message boards I'd probably never buy a single product in my life. Based on my experience, the iPhone 3G is the best phone I've owned and would recommend it to anyone.

 

[The Californian]

No. You've had a bad experience, that does not mean everyone else has had a bad experience. I'm on my first iPhone 3G and it has given me zero problems whatsoever. Yes, I have accidentally dropped it more times than I care to admit, and yes it still works. Cracks in the casing? No. Phone errors? No. Dropped calls? No. Not a single complaint. Call me a fangirl or whatever, I do love my Apple products and the iPhone 3G is just one reason why. A totally reliable, durable, stable product that has given me zero hassle and zero headache. I apologize you seem to be getting lemon after lemon but if I based my buying habits based on scare-stories posted to message boards I'd probably never buy a single product in my life. Based on my experience, the iPhone 3G is the best phone I've owned and would recommend it to anyone.

I don't doubt that there are some good, quality 3Gs out there, but the quality of most seems to be far below what we have come to know as Apples standards. I hope I end up with one like yours.

 

[motoracer1486]

Hahah You really think you saved money buying the 3G? Man, I guess subsidizing really does make people think something is cheaper...

I did save money buying the 3G...I am able to get a FAN discount (which isn't available with the 2G) and also have 1500 texts for $8.99. Don't be so quick to pull the trigger next time...

 

[Pelorus]

Title should be:

Low level Apple technician in a shop has an opinion that build quality is low.

As for whether it's true? YMMV, just like with any Mac or DELL or other hardware. It's true my iPhone 3G has been replaced once (battery died) but then it gets used more than any other hardware I've ever had.

 

[9822679]

WOW WE NEED TWO SEPARATE THREADS FOR THIS

look guys I can call attention to myself too !!!

why exactly do you feel that this is no longer within the scope of your original thread ?

 

[The Californian]

WOW WE NEED TWO SEPARATE THREADS FOR THIS

look guys I can call attention to myself too !!!

why exactly do you feel that this is no longer within the scope of your original thread ?

Because my ORIGINAL thread was me asking if you could exchange an iPhone for a New In Box ( not refurbished ) iPhone, and this is about the fact that even Apple Genuis' believe that the Build Quality is subpar.

Those seem like different topics to me, do they sound the same to you?

 

[Hot Snowboarder]

WOW WE NEED TWO SEPARATE THREADS FOR THIS

look guys I can call attention to myself too !!!

Thank god for the thread police.

We'd be lost without people like you.

*very heavy patronizing sarcasm*

 

[John T]

Another "interesting" thread! But surely one not to be taken too seriously?

The OP originally quoted that on "complaining" about a light leak on his 'phone the Apple employee stated that he had been advised "to stop replacing iPhone 3Gs for this problem because it is a manufacturing issue that is "within spec". Personally, I can appreciate this recommendation. The directive was, in all probability, drawing attention to a disproportionate number of customers who had returned their iPhones, using light leaks as an “excuse” for a free exchange and therefore, on future occasions, should be carefully considered before any replacements considered.

I find it extremely difficult to believe that the Genius would state - to a perfect stranger and a customer - that "he personally thought it was ridiculous that the iPhone 3Gs are put together so poorly". If he did say this, he deserved to be fired on the spot! - while Apple is paying his wages, they deserve a certain amount of loyalty! If the truth be known, it sounds more like an inexperienced employee committing the original sin of "When you're stuck with a tricky question, agree with the customer!".

The OP now states “I don't doubt that there are some good, quality 3Gs out there, but the quality of most seems to be far below what we have come to know as Apples standards.” There was a time that I would have been inclined to agree with this statement, and have actually posted to this effect in the “Anyone have the same iPhone from the day you bought it” thread. However, contributions to this thread now lead me to believe that it is he who is in the minority!

Surely, if one is not satisfied with a particular facet of a product, should it be impossible to rectify the matter, the best course of action is to return it from whence it came and, after a refund, buy another product?

 

[alphatectz]

No. You've had a bad experience, that does not mean everyone else has had a bad experience. I'm on my first iPhone 3G and it has given me zero problems whatsoever. Yes, I have accidentally dropped it more times than I care to admit, and yes it still works. Cracks in the casing? No. Phone errors? No. Dropped calls? No. Not a single complaint. Call me a fangirl or whatever, I do love my Apple products and the iPhone 3G is just one reason why. A totally reliable, durable, stable product that has given me zero hassle and zero headache. I apologize you seem to be getting lemon after lemon but if I based my buying habits based on scare-stories posted to message boards I'd probably never buy a single product in my life. Based on my experience, the iPhone 3G is the best phone I've owned and would recommend it to anyone.

+1, from everyone i know that owns an iphone they all love it and there isnt any problems. i can count all the times i dropped my iphone, it was about 6 times and i had no case on it, no cracks or leaking lights. and by the way i've been with the same iphone 3g for about 7 months

I don't doubt that there are some good, quality 3Gs out there, but the quality of most seems to be far below what we have come to know as Apples standards. I hope I end up with one like yours.

(oh no its me the one that you claim that try to ban you from macrumors)
all jokes aside honestly i just think its what ever location you went to in other words its just the apple or at&t store that you brought your product. so if i were you i'll just move onto a new apple or at&t store.

I did save money buying the 3G...I am able to get a FAN discount (which isn't available with the 2G) and also have 1500 texts for $8.99. Don't be so quick to pull the trigger next time...

+1 fan discounts i love them, dont you

Title should be:

Low level Apple technician in a shop has an opinion that build quality is low.

As for whether it's true? YMMV, just like with any Mac or DELL or other hardware. It's true my iPhone 3G has been replaced once (battery died) but then it gets used more than any other hardware I've ever had.

i agree in time (can be shortly after) the iphone can act up depending how how much you use it.

Thank god for the thread police.

We'd be lost without people like you.

*very heavy patronizing sarcasm*

lol

Another "interesting" thread! But surely one not to be taken too seriously?

The OP originally quoted that on "complaining" about a light leak on his 'phone the Apple employee stated that he had been advised "to stop replacing iPhone 3Gs for this problem because it is a manufacturing issue that is "within spec". Personally, I can appreciate this recommendation. The directive was, in all probability, drawing attention to a disproportionate number of customers who had returned their iPhones, using light leaks as an “excuse” for a free exchange and therefore, on future occasions, should be carefully considered before any replacements considered.

I find it extremely difficult to believe that the Genius would state - to a perfect stranger and a customer - that "he personally thought it was ridiculous that the iPhone 3Gs are put together so poorly". If he did say this, he deserved to be fired on the spot! - while Apple is paying his wages, they deserve a certain amount of loyalty! If the truth be known, it sounds more like an inexperienced employee committing the original sin of "When you're stuck with a tricky question, agree with the customer!".

The OP now states “I don't doubt that there are some good, quality 3Gs out there, but the quality of most seems to be far below what we have come to know as Apples standards.” There was a time that I would have been inclined to agree with this statement, and have actually posted to this effect in the “Anyone have the same iPhone from the day you bought it” thread. However, contributions to this thread now lead me to believe that it is he who is in the minority!

Surely, if one is not satisfied with a particular facet of a product, should it be impossible to rectify the matter, the best course of action is to return it from whence it came and, after a refund, buy another product?

 

[maflynn]

I cannot answer how most people's iPhones are but I can say the two that I have (mine and my wife's) is top notch. I have no complaints and the phones are solid.

I generally don't take too much stock in what an Apple Genius says because they're generally talking out of their backside. Of the limited dealings I've had with them, I found them to be a bit arrogant and belittling, and not really knowing a lot for the position they're in. Granted YMMV and I have dealt with a couple of geniuses that were very smart but I wonder if they're a minority.

 

[The Californian]

On the phone with an "Apple Expert"

First I think I should give a little back information in regards to this particular Apple Store. I am fairly well known there because I have purchased several products there and have a reputation for wanting to look at something several times before I purchase it ( Ever seen Taken? The Karaoke machine ). Anyway, I have a slightly better than normal relationship with these people because they see me there frequently shopping, ( whether it be window or actual purchasing ).

Anyway, I've seen the particular Apple Genius a couple of times in the store and recognize him yet this was my first time actually talking to him. So I don't know if he felt somewhat comfortable being candid with me, I was honestly surprised at his honesty ... but I did appreciate what appeared to be someone putting customer service above company loyalties. Since I respected that, there was no way I was going to throw him under the bus for that.

Okay, that said I am currently on the phone with a "Product Specialist" ( I was on the phone with an "Apple Expert" when I started this post ) and both of them seemed shocked that light from the backlight would be seen from the outside of the phone anywhere apart from the screen itself. They both say this is NOT a known issue and that it does need to be addressed.

I've now been told that he is going to set it up so that when I go in to the Apple Store they will look at my phone and as long as there is no physical damage ( which there isn't ), they will swap my phone out with a new one. ( Hopefully I get a good one and don't fall on the negative side of Dr. Cabrera's theory ) But in all honesty, how much worse can it get from an iPhone that has light leaks, vertical lines that are lighter than the rest of the screen, and glass that is not flush with the housing?

I'll let you know on Wednesday, my appointment is at 1700 hrs PDT.

Thanks - Eric

 

[bigchief]

First I think I should give a little back information in regards to this particular Apple Store. I am fairly well known there because I have purchased several products there and have a reputation for wanting to look at something several times before I purchase it ( Ever seen Taken? The Karaoke machine ). Anyway, I have a slightly better than normal relationship with these people because they see me there frequently shopping, ( whether it be window or actual purchasing ).

Anyway, I've seen the particular Apple Genius a couple of times in the store and recognize him yet this was my first time actually talking to him. So I don't know if he felt somewhat comfortable being candid with me, I was honestly surprised at his honesty ... but I did appreciate what appeared to be someone putting customer service above company loyalties. Since I respected that, there was no way I was going to throw him under the bus for that.

Okay, that said I am currently on the phone with a "Product Specialist" ( I was on the phone with an "Apple Expert" when I started this post ) and both of them seemed shocked that light from the backlight would be seen from the outside of the phone anywhere apart from the screen itself. They both say this is NOT a known issue and that it does need to be addressed.

I've now been told that he is going to set it up so that when I go in to the Apple Store they will look at my phone and as long as there is no physical damage ( which there isn't ), they will swap my phone out with a new one. ( Hopefully I get a good one and don't fall on the negative side of Dr. Cabrera's theory ) But in all honesty, how much worse can it get from an iPhone that has light leaks, vertical lines that are lighter than the rest of the screen, and glass that is not flush with the housing?

I'll let you know on Wednesday, my appointment is at 1700 hrs PDT.

Thanks - Eric

And if enough people would do what your doing Apple would increase their quality control. That's the only way companies get the message. I can't believe the number of people here who complain about someone trying to receive quality workmanship for their hard earned money.

 

[The Californian]

And if enough people would do what your doing Apple would increase their quality control. That's the only way companies get the message. I can't believe the number of people here who complain about someone trying to receive quality workmanship for their hard earned money.

+1 Thank you!

I told the Product Specialist specifically "I am not asking you to do anything, I just want you to be aware that people are starting to become okay with accepting a product that is obviously not up to the standard that people have come to expect from Apple, and that's sad ... because I know that Apple enjoys having a reputation of excellence." I then told him "Honestly, I've had a couple of Blackberry's and I would expect something like this from them ... but not Apple".

It was his idea to replace it, and my confidence has increased due to their eagerness to satisfy me as a customer.

 

[bigmouth]

O. Really? My genius swears it's the bestest phone eva!

 

[9822679]

And if enough people would do what your doing Apple would increase their quality control. That's the only way companies get the message. I can't believe the number of people here who complain about someone trying to receive quality workmanship for their hard earned money.

The % of people who are OCD about "light leakage" is so low, do you really think Apple is going to spend millions just to fix it ?

I doubt it, this is a company making a profit , not your grandma making cookies

 

[Benguitar]

My 3G hasn't had any cracks or etc. But I liked the 1st gen iPhone's metal body more than plastic.

Which it will not surprise me if Apple goes back to metal iPhones seeing that Apple released the "Unibodies."

 

[alana22]

O. Really? My genius swears it's the bestest phone eva!

lol.. classic

 

[goodcow]

The % of people who are OCD about "light leakage" is so low, do you really think Apple is going to spend millions just to fix it ?

I doubt it, this is a company making a profit , not your grandma making cookies

A light leakage is a defect.

Stop apologizing for Apple's poor quality control.

I'm on my fourth iPhone now. Defective battery, then the screen stopped working, then the home button failed. These phones are built terribly. My MacBook Pro also had so many repairs that Apple finally swapped it out for a completely new and upgraded laptop and even this new one has been repaired several times, the latest being because the logic board failed.

I love Apple's products, but the build quality certainly isn't worth the premium price. If I didn't get 20% off and no tax off Apple hardware I probably wouldn't be able to justify the cost.

 

[Goona]

A bunch of useless anecdotes, all those iphone consumer satisfaction ratings say otherwise.

 

[goodcow]

A bunch of useless anecdotes, all those iphone consumer satisfaction ratings say otherwise.

The customer satisfaction ratings rate overall satisfaction with the phone. Despite being on my fourth iPhone, I'm extremely satisfied with it because it's the best phone I've ever used. That doesn't change the fact that the build quality is subpar.

 

[darngooddesign]

Yet my launch-day edgePhone and used 3G have been fine.

 

[Goona]

The customer satisfaction ratings rate overall satisfaction with the phone. Despite being on my fourth iPhone, I'm extremely satisfied with it because it's the best phone I've ever used. That doesn't change the fact that the build quality is subpar.

I doubt if so many people are on their 3rd, 4th, or heck even 7th iphone as mentioned in thread the iphone, the iphone would be winning all those accolades. Its damn near impossible, which tells me people on their 7th iphones are rather minute.

 

[MBHockey]

The replacement phones are not refurbished. They are "service units" that are new, but just don't come with all the fancy packaging. This was explained to me when I had to return my original iPhone 3G because the battery was only giving me 2-3 hours of usage time.

The replacement has been great ever since. 7-8 hours of usage per day, with a day or so on standby