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Apple is aware of your cosmetic issues [Read]

First iPhone 5 Black arrived in mail on launch day with a chip in the bottom corner on glossy edge. Walked into Apple Store and they swapped it out. However they said they only do 1 exchange for cosmetic issues. Took the new phone, looked good. After inspecting closer, the new phone had a similar chip but in upper corner of phone.

I didn't have time to go back and fuss with them again. What should I do? Call AppleCare or customer service. I am sure the store will fight with me on the 1 cosmetic exchange thing. Would over the phone be best? I am concerned I'll just get another phone with issues also.
 
msett said:
First iPhone 5 Black arrived in mail on launch day with a chip in the bottom corner on glossy edge. Walked into Apple Store and they swapped it out. However they said they only do 1 exchange for cosmetic issues. Took the new phone, looked good. After inspecting closer, the new phone had a similar chip but in upper corner of phone.

I didn't have time to go back and fuss with them again. What should I do? Call AppleCare or customer service. I am sure the store will fight with me on the 1 cosmetic exchange thing. Would over the phone be best? I am concerned I'll just get another phone with issues also.
Click to expand...

Oh is that right.
Then return it, take the cash and buy another one.
 
msett said:
First iPhone 5 Black arrived in mail on launch day with a chip in the bottom corner on glossy edge. Walked into Apple Store and they swapped it out. However they said they only do 1 exchange for cosmetic issues. Took the new phone, looked good. After inspecting closer, the new phone had a similar chip but in upper corner of phone.

I didn't have time to go back and fuss with them again. What should I do? Call AppleCare or customer service. I am sure the store will fight with me on the 1 cosmetic exchange thing. Would over the phone be best? I am concerned I'll just get another phone with issues also.
Click to expand...

The one exchange is a lie. They gave me a replacement that was bad, he said I couldn't swap again. I noticed a scratch on the glass and he changed his mind.
 
nikhsub1 said:
Yep, brand new retail box...
Click to expand...

thanks
im going to the apple store today to get replacement
i remember you from OCForums :D i havent logged in there for sometime though

attaching another pic of the nick/dent on my iPhone 5
looks like it came from a tool they use to mount the front glass
 

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My black iPhone 5 had 2 small dents on the back and a nick on the front bezel. Called apple support on friday night and the rep advised I should go to the store to have it replaced. Went on Sunday and at first they said because I ordered online that they'd have to wait for retail swap phones... (Brand new out of the box) after I asked them to check the notes from apple phone support, they offered me a replacement from the "repair" stock... First replacement had a dent in the bottom near the mic, second had scrapes along the chamfered edge, third and fourth had scratches on the front glass... Fifth phone was pristine. There were only 6 total replacements there... So I lucked out, lol!!
 
DayOfChaos said:
UPDATE: Apple is overnighting me a brand new iPhone and throwing in an extra cable, adapter, and headphone set. I cannot be happier.

Be sure to report your problem! The senior advisor also wanted me to send pictures to him, which was no problem for documentation.

:apple:
Click to expand...

And when that is scratched you will do what?

----------
crushedcore said:
thanks
im going to the apple store today to get replacement
i remember you from OCForums :D i havent logged in there for sometime though

attaching another pic of the nick/dent on my iPhone 5
looks like it came from a tool they use to mount the front glass
Click to expand...

Email that to Tim Cook and whomever else you can at Apple. That is pathetic. Vizio, GE, GPX, I could expect it from, Apple? No way.
 
Ran7 said:
You said you are familiar with consumer law yet don't know that buying it from Verizon has zero to do with Apple's warranty? Take the name of anyone at apple saying Apple doesn't warrant it.

You said a manager said this? record that because it is fraud of them to claim such a thing. (eitehr that or you are relating it wrong). Just look at the apple warranty: apple warrants it and you do NOT have to go through the vendor such as verizon or sprint
Click to expand...
All of the Apple warranties for hardware that I've seen specifically exclude coverage for cosmetic things. :confused:

I can't find the iPhone 5 warranty posted on their website yet, but this is what it says for all of the other iPhones:

"This Warranty does not apply: (a) <snip>; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports;"

I'm glad that they're replacing the phones anyway, but I'm confused about your constant use of the term "warranty".
 
is everyone having their replacement sent to them before sending back their original phone? Cause that's what they want me to do, but wth am I supposed to without a phone for 2 weeks? (I'm in NY, and takes 1 wk for mine to get there and 1 wk for the new one to get to me)
 
I'm wondering if these cosmetic issues are as a result of rushing these to completion without sufficient drying time? I know next to nothing about metal and painting, but I do know there is a drying/curing time.
 
Are the two glass pieces in the back supposed to be flush/even with the aluminum back? I noticed that mine is slightly raised, maybe a paper-thickness. I can feel it even through the body skin. Is this normal? Not really an issue for me just wanted to know what everybody's phone is like.
 
navindralr said:
is everyone having their replacement sent to them before sending back their original phone? Cause that's what they want me to do, but wth am I supposed to without a phone for 2 weeks? (I'm in NY, and takes 1 wk for mine to get there and 1 wk for the new one to get to me)
Click to expand...

you can use the express replacement option which is 29bux plus they put a hold on a credit card until the new phone is returned. This way you will always have a phone. New phone arrives in 2-3 days, put old phone in box and send back. Perhaps get them to waive the 29bux as these phones are brand new.
 
Cynikal.Mindset said:
you can use the express replacement option which is 29bux plus they put a hold on a credit card until the new phone is returned. This way you will always have a phone. New phone arrives in 2-3 days, put old phone in box and send back. Perhaps get them to waive the 29bux as these phones are brand new.
Click to expand...

They do waive the 29 fee, but they place a $850 charge on your account.
 
DayOfChaos said:
UPDATE: Apple is overnighting me a brand new iPhone and throwing in an extra cable, adapter, and headphone set. I cannot be happier.

Be sure to report your problem! The senior advisor also wanted me to send pictures to him, which was no problem for documentation.

:apple:
Click to expand...

Did you get the replacement?

Apple is telling me they dont have the ligtning to 30 pin adapter so they cannot send it.....
 
DayOfChaos said:
UPDATE: Apple is overnighting me a brand new iPhone and throwing in an extra cable, adapter, and headphone set. I cannot be happier.

Be sure to report your problem! The senior advisor also wanted me to send pictures to him, which was no problem for documentation.

:apple:
Click to expand...

I'm seriously considering taking a video of my unboxing when I get the phone. While that probably wouldn't be necessary, it might come in handy for any naysayers.
 
Razorhog said:
I'm seriously considering taking a video of my unboxing when I get the phone. While that probably wouldn't be necessary, it might come in handy for any naysayers.
Click to expand...

That's what I'll be doing too.

I'll be taking separate photos (at the same time) in case they need to be emailed to Apple etc etc.

Fingers crossed I won't have to do either - I've decided that if there is only one, minor/very small mark, I wont care. But if it's relatively 'bad' then I'll put a case on it and look to get a replacement nearer the end of the year.
 
aristobrat said:
All of the Apple warranties for hardware that I've seen specifically exclude coverage for cosmetic things. :confused: . . .
Click to expand...

When they talk about cosmetic issue exclusion, they are talking about wear & tear over a reasonable period of time.

When something comes damaged out of the box, or is seen to sustain damage within the first few days (assuming it hasn't been dropped or whatever) then it is not fit the purpose it was designed for and you can expect a remedy, whether this is to agree a replacement or refund.

Although some people have experienced quite ridiculously poor levels of customer service over this issue, from reading the threads it seems like the vast majority are having their problems addressed with few questions asked.
 
spring said:
Are the two glass pieces in the back supposed to be flush/even with the aluminum back? I noticed that mine is slightly raised, maybe a paper-thickness. I can feel it even through the body skin. Is this normal? Not really an issue for me just wanted to know what everybody's phone is like.
Click to expand...
Bump. Could anyone provide feedback?
 
oghowie said:
Slightly raised.
Click to expand...

just checked mine (Black 64GB) - at the bottom end it;'s perfectly flush where the aluminium meets the glass...at the top end...it starts flush at the camera hole end, slightly raised as you move your finger towards the middle the middle and then tapers again to flush....weird...

it's going back anyway as it has spotgate out of the box....
 
thewhitetower said:
just checked mine (Black 64GB) - at the bottom end it;'s perfectly flush where the aluminium meets the glass...at the top end...it starts flush at the camera hole end, slightly raised as you move your finger towards the middle the middle and then tapers again to flush....weird...

it's going back anyway as it has spotgate out of the box....
Click to expand...
Ok yeah mine is exactly what you described.
 
Just wanted to let you guys know my experience with the Black iPhone 5. Mine came out of the box with silver creeping out near the 4 antenna bands on the side. Went to the store to get it replaced, and every replacement iPhone had it as well. The guy just told me to put a case on it. Kind of a joke, and I've grown to expect better from apple. Half of the display ones had the same problem as well.
 
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