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Apple is aware of your cosmetic issues [Read]

I dont understand how many of you are getting your replacements sent in first. I called many times which is reallllllllly pissing me off. I keep asking if theres a way for apple to send the replacement in first all of them said no the senior advisor said no as well. Someone please tell me.

Ahh screw it. Im keeping this one. Apple care are very useless they keep redirecting and telling me things i already know. Crap customer service in my experience i called them 4 or 5 times without satisfying help.
 
Last edited:
Weird update:

So I got my iPhone 5 black 32gb (ATT) delivered on release day from Apple and like many of you it had a number of marks, scratches, and/or nicks on the back and sides. I called up apple on the weekend and asked for a replacement. They agreed but charged my $29 and put a hold on my CC for the full iphone price.

Today is the day the replacement was being delivered. And here's the weird part. I got 2 different packages through FedEx today, both from Apple. I opened up one and it had a brand new iPhone 5 in full sealed retail box with everything. I opened the second package and it had a small white box inside with just a new replacement iPhone 5.

So somehow they sent me 2 replacement iPhones, one in full sealed retail packaging and the other with just the phone in the "normal replacement" white box.

I'm not sure what to do now. I guess I need to call up Apple again and ask. I'm definitely going to prefer to keep the new one in the full retail box so that the box serial number matches the phone.

Anyone else have something like this happen to them? I'd be surprised if anyone else had, but then again I'm surprised it happened to me.
 
techman28 said:
Weird update:

So I got my iPhone 5 black 32gb (ATT) delivered on release day from Apple and like many of you it had a number of marks, scratches, and/or nicks on the back and sides. I called up apple on the weekend and asked for a replacement. They agreed but charged my $29 and put a hold on my CC for the full iphone price.

Today is the day the replacement was being delivered. And here's the weird part. I got 2 different packages through FedEx today, both from Apple. I opened up one and it had a brand new iPhone 5 in full sealed retail box with everything. I opened the second package and it had a small white box inside with just a new replacement iPhone 5.

So somehow they sent me 2 replacement iPhones, one in full sealed retail packaging and the other with just the phone in the "normal replacement" white box.

I'm not sure what to do now. I guess I need to call up Apple again and ask. I'm definitely going to prefer to keep the new one in the full retail box so that the box serial number matches the phone.

Anyone else have something like this happen to them? I'd be surprised if anyone else had, but then again I'm surprised it happened to me.
Click to expand...

When did you call them? What was that $29 charge for?
 
KeanosMagicHat said:
Perhaps, after paying a premium price for supposedly well-designed item, he doesn't want it nicked and scratched after one day of use.





According to this video, posted before launch of the phone itself, you might be onto something there.

http://youtu.be/0l4vpyQIafY
Click to expand...

Nice get. During the pre-release period, I didn't may much attention to that report (in regards to the quality).

Just goes to show you, there is a very thin line between super-productivity and quality. There is no such thing as maximum productivity with maximum quality...at least when it comes to human labor. You can push your labor force to a certain point to strike an equilibrium between the two, but the further you push, the more the law of diminishing returns comes in to play.
 
techman28 said:
Weird update:

So I got my iPhone 5 black 32gb (ATT) delivered on release day from Apple and like many of you it had a number of marks, scratches, and/or nicks on the back and sides. I called up apple on the weekend and asked for a replacement. They agreed but charged my $29 and put a hold on my CC for the full iphone price.

Today is the day the replacement was being delivered. And here's the weird part. I got 2 different packages through FedEx today, both from Apple. I opened up one and it had a brand new iPhone 5 in full sealed retail box with everything. I opened the second package and it had a small white box inside with just a new replacement iPhone 5.

So somehow they sent me 2 replacement iPhones, one in full sealed retail packaging and the other with just the phone in the "normal replacement" white box.

I'm not sure what to do now. I guess I need to call up Apple again and ask. I'm definitely going to prefer to keep the new one in the full retail box so that the box serial number matches the phone.

Anyone else have something like this happen to them? I'd be surprised if anyone else had, but then again I'm surprised it happened to me.
Click to expand...

It looks like you may have talked with both the sales team and Apple care. I don't think they communicate very well. I would open both and see which is in the best condition. Definitely want to make sure to contact apple sales support and apple care to get the situation resolved.
 
jrhudson said:
I dont understand how many of you are getting your replacements sent in first. I called many times which is reallllllllly pissing me off. I keep asking if theres a way for apple to send the replacement in first all of them said no the senior advisor said no as well. Someone please tell me.

Ahh screw it. Im keeping this one. Apple care are very useless they keep redirecting and telling me things i already know. Crap customer service in my experience i called them 4 or 5 times without satisfying help.
Click to expand...

I have a device sent to me by them holding a charge for the full retail price of the phone. It's a hold and not a charge ie I dont pay the bill. The hold is released when they get a device back. For the record I just received a device it too is worst then the first one. So they are sending another replacement device out.
 
I have a quite large scratch on the top right of my phone (but it doesn't quite touch the screen woohooo) and I already got my ZaggShield onto the phone perfectly today :cool: and so I don't think I want to send my phone back. It would just be too much of a pain. It's hard to see the scratch 99% of the time but anyone think that if I called them I could squeeze a free usb->lightening cable or something out of them?
 
Received my black 32GB ATT on Friday the 21st. Order through the Apple Store App.
It had the right bezel all scuffed up. Set up a Genius appointment this afternoon. Replaced it on the spot. Painless.
 
jrhudson said:
I dont understand how many of you are getting your replacements sent in first. I called many times which is reallllllllly pissing me off. I keep asking if theres a way for apple to send the replacement in first all of them said no the senior advisor said no as well. Someone please tell me.

Ahh screw it. Im keeping this one. Apple care are very useless they keep redirecting and telling me things i already know. Crap customer service in my experience i called them 4 or 5 times without satisfying help.
Click to expand...

Your upset that Apple will not send you a $650 phone with no way to ensure that you return the one you have? Really?!?!? It's routine practice for any company to place a hold on your credit card for the value of the product they send you until they receive the replacement. It's how business operates. Welcome to reality.

techman28 said:
Weird update:

So I got my iPhone 5 black 32gb (ATT) delivered on release day from Apple and like many of you it had a number of marks, scratches, and/or nicks on the back and sides. I called up apple on the weekend and asked for a replacement. They agreed but charged my $29 and put a hold on my CC for the full iphone price.

Today is the day the replacement was being delivered. And here's the weird part. I got 2 different packages through FedEx today, both from Apple. I opened up one and it had a brand new iPhone 5 in full sealed retail box with everything. I opened the second package and it had a small white box inside with just a new replacement iPhone 5.

So somehow they sent me 2 replacement iPhones, one in full sealed retail packaging and the other with just the phone in the "normal replacement" white box.

I'm not sure what to do now. I guess I need to call up Apple again and ask. I'm definitely going to prefer to keep the new one in the full retail box so that the box serial number matches the phone.

Anyone else have something like this happen to them? I'd be surprised if anyone else had, but then again I'm surprised it happened to me.
Click to expand...

Open them both and keep the one that's in better condition. Call them to get a return label for the other.
 
Sales is sending me a white 64 as a swap/replacement for my black 64. No hold on any card.
 
I got my replacement white 64GB today. It came in a white box, not a retail box.

I could not find any flaws! Its perfect.

Applecare set up the shipping. I just had to take the phone to a UPS store. They boxed it up and got the info on their computer that Apple set up. It went next day air on Monday.

Tuesday AM it was delivered, and later in the day my replacement was shipped. No cost for shipping or anything.

The only thing that I wasnt happy about was that they sent it direct signature required so I couldnt leave a signature release.... I had to be home to sign for it.
 
Got my black 32GB and its perfect except for very obvious camera rattle which seems to normal. 4S did it, but not as loudly.
 
Is it possible to still report this to apple or is it too late? I have a spot on the bezel at the headphone jack that sticks out (unfinished almost looked like the CNC pulled away too quickly) and it is not anodized. This isn't a big deal but if they are willing to fix it by providing something as a compensation or send me a replacement I wouldn't be opposed to it. Also is it worth the risk of possibly getting one that may be worse and also getting a phone that doesn't match the serial number on the box? I also have apple care so shipping would be free.
 
tburk32 said:
Is it possible to still report this to apple or is it too late? I have a spot on the bezel at the headphone jack that sticks out (unfinished almost looked like the CNC pulled away too quickly) and it is not anodized. This isn't a big deal but if they are willing to fix it by providing something as a compensation or send me a replacement I wouldn't be opposed to it. Also is it worth the risk of possibly getting one that may be worse and also getting a phone that doesn't match the serial number on the box? I also have apple care so shipping would be free.
Click to expand...

You can always just return the phone (30 days at Apple, 14 days at the carriers, YMMV). And then re-buy later. We might go for that option for my GF's black iphone since the local stores seem to be consistently out of stock.
 
Finally got a replacement sent to me after hours on hold, since Friday.

Worst experience ever, thank god apple has a top notch customer relations department because they got it right for me.
 
My 64GB black iPhone had a couple nicks around the edge out of the box. Went to Apple Store today and got it swapped out for a flawless one. :cool:
 
So I went to the apple store today with my original iPhone 5 and and replacement they overnighted me. Both of which had chips, scratches, and discolorations. This 'genius' first off starts by telling me he will gladly replace it but he will not go through the store's entire inventory to find a phone that does not have scratches and chips on it. So he takes out the first one and looks it over and is all "Well I'm going to set this one aside for now" and goes to get another. This one, yet again has scratches and chips and even more discolorations than the other three sitting in front of me.

He then proceeded to tell me that I would have to pick between these two new replacements in front of me because he was not going to go through any more. I seriously almost laughed in his face as I just was like "Well okay then I'm returning it as I'm not going to pay hundreds of dollars for a phone that comes pre scratches and chipped". I couldn't even get the store manager to budge and open up more phones. I would have gone to another apple store but I really didn't have the time to be doing that all this week.

Got my iPhone 5 returned and the refund should be posted to my card soon.

So ****ing irritated.

I think I will try for a white one in-store next. And if the brand new one has anything scratched or discolored or chipped I won't purchase it.
 
Josh, that sucks. I can't believe they wouldn't open them until they found a phone without a flaw. Who do they think will want to accept a phone damaged out of the box? In all my life I've never purchased any electronic device cell phone or otherwise with a cosmetic flaw. I can't imagine being told to pick device out of two flawed items or nothing at all. I'm patiently waiting for my local (Washington, DC) store to get any new phones so they can exchange mine. If it comes to it though I'd make the same choice as you, no phone over a flawed phone until they get it right.
 
Roy Hobbs said:
I have a white 64gb iPhone 5 purchased from AT&T and it has 4 nicks and a scuff in the aluminum. I called AppleCare they apologized and are sending me a new phone which should arrive on Tuesday....they also threw in AppleCare+ for my "inconvenience".
Shoddy quality control but excellent customer service.
Click to expand...

Replacement phone arrived with just as many dings.
AppleCare made it sounds like they are seeing this ALOT. They want to wait a week or two to see if the "next batch" is better.
 
Roy Hobbs said:
Replacement phone arrived with just as many dings.
AppleCare made it sounds like they are seeing this ALOT. They want to wait a week or two to see if the "next batch" is better.
Click to expand...

This probably makes the most sense. They probably rushed the initial shipments to meet the launch demand and now have to do better QC.
 
techman28 said:
Weird update:

So I got my iPhone 5 black 32gb (ATT) delivered on release day from Apple and like many of you it had a number of marks, scratches, and/or nicks on the back and sides. I called up apple on the weekend and asked for a replacement. They agreed but charged my $29 and put a hold on my CC for the full iphone price.

Today is the day the replacement was being delivered. And here's the weird part. I got 2 different packages through FedEx today, both from Apple. I opened up one and it had a brand new iPhone 5 in full sealed retail box with everything. I opened the second package and it had a small white box inside with just a new replacement iPhone 5.

So somehow they sent me 2 replacement iPhones, one in full sealed retail packaging and the other with just the phone in the "normal replacement" white box.

I'm not sure what to do now. I guess I need to call up Apple again and ask. I'm definitely going to prefer to keep the new one in the full retail box so that the box serial number matches the phone.

Anyone else have something like this happen to them? I'd be surprised if anyone else had, but then again I'm surprised it happened to me.
Click to expand...

Another Update:

Well this is very frustrating. After closely inspecting each of the 2 replacements phones Apple sent me, they both have blemishes and nicks too. They are both somewhat better than the original one I received but still not in the pristine condition I expect.

This is the 3rd generation iphone I have owned and the 4th total iphone my family has purchased. I owned an iPhone 4 (and so did another member of my family) and then an iPhone 4S. All three of those iPhones were in perfect, flawless condition right out of the box. The iPhone 5 is the first Apple product I've had quality control issues with.

I guess I'm going to have to request another replacement. If its possible, maybe I'll try this next replacement in store.
 
after reading some of these stories, it is pathetic to me that some of you consistently go back to apple and keep giving them chances over and over again

maybe some of you should look into the nokia lumia or samsung s3....the iPhone is obviously not the phone for everyone
 
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