Apple is aware of your cosmetic issues [Read]

[billinaz]

This sucks.

Either I let them hold another $1000 to ship a replacement phone or I send it to them and wait until they get it and replace it. About a week is what I got before the replacement will ship.

 

[alan7467]

To those that asked, I just got though by using 1-800-MY-APPLE. I didn't do anything special, but the rep asked his co-workers about what to do with me. Apparently, the rep wasn't informed of the process to dealing with this, so he got the process, and that is where I got my replacement and free extras.

How does the express replacement work? I take it they're sending you a new device without you sending the old back first? Did you purchase apple care with your phone?

I've got a small nick on the right side of my phone. Doesn't bother me, but what does bother me are the multiple dead/stuck pixels I have on the bottom half of my screen. I've also been having odd distortion and image "vibrating" on the bottom half of the screen

 

[swissglide]

I doubt it. Apple is the company standing behind your warranty. Shouldn't matter where you bought it. I got a bad 4S from AT&T last year. Called Apple, got a replacement the next day.

At the same time, I bough a Retina MBP at Best Buy (availability issues) and encountered a dead pixel problem. When I went ot the Genius bar, an Apple employee told me that if the laptop was sold through Apple, they'd be replacing it without questions, but since I bought it at Best Buy, the could not offer me anything better than a display replacement. I went to Best Buy, and they refused to exchange the entire machine, because at that point I've had it for longer that 30 days.

You must not live in the US and know the consumer law here.. the manufacturer is responsible for warranty claims. you can go though either the manufacture (apple) or the authorized seller (vz, sprint, att etc.).

If you bought form Sprint, they can take it back, but it is Apple, inc that warranted you that the product was free from defects.

Apple absoultey has to replace or repaid any iphone that is imperfect out of the box if you bought from them or any authored seller.

Dont forget you do NOT need applecare, apple has the same obligation with applecare or not

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that is outright trolling man.
I have bought scores and scores of phone the last 20 years, and never sen anything like I am seeing on my two black ipone 5's.
If you dont have the issue what are you doing on this thread?

Repair or replace are the keys words here. See my story above.

 

[pak14life]

Called apple and got my phone replaced. They do have a hold on my account, also wasn't offered any free extras.

 

[adztaylor]

I got a black 16GB from Apple and it showed up flawless. I inspected the whole phone and couldn't find one blemish or dent. I hope Apple makes everything right with the people who received damaged phones.

Same here. I've gone over the entire of my phone many times but simply cannot find anything. Guess there's some who will be lucky. Hope everyone gets their phones sorted.

 

[JohnGregorio]

My 16 GB Black also had dents in the bezel. Calling now...

 

[macfrik]

Just got off the phone with Apple. They took care of the problem. Got transferred to Senior Advisor and then to Sales Support since I bought the phone from Apple's website.

After they put me on hold for about 25 mins. Sales support told me that I need to ship the phone to Apple first then Apple will send me a new unit. This is unacceptable since I need the phone for my daily activities.

Then finally the guy submitted a request for a replacement online and I am not waiting for an email from Apple what to do next.

 

[biscuitsxluv]

I'll be heading to the apple store to get a replacement. I guess that's a bit easier to deal with than online. Glad I didn't order online.

 

[wellok]

I'll be heading to the apple store to get a replacement. I guess that's a bit easier to deal with than online. Glad I didn't order online.

You can still go to the store if you bought from the Apple site. I did. It just took them a couple extra minutes to find my order because they were having issues.

 

[billinaz]

How does the express replacement work? I take it they're sending you a new device without you sending the old back first? Did you purchase apple care with your phone?

I've got a small nick on the right side of my phone. Doesn't bother me, but what does bother me are the multiple dead/stuck pixels I have on the bottom half of my screen. I've also been having odd distortion and image "vibrating" on the bottom half of the screen

They are putting a hold on your card for the full price of the phone, or you can get a code from support that you take to the ups store and they pack it up and send it next day air.

If you let them hold the full price of the phone then they send you one and you keep the phone while you wait for the replacement.

The other way you send them the phone and when they get it they send you a replacement, currently they said it will take a week to ship.

 

[DayOfChaos]

How does the express replacement work? I take it they're sending you a new device without you sending the old back first? Did you purchase apple care with your phone?

I've got a small nick on the right side of my phone. Doesn't bother me, but what does bother me are the multiple dead/stuck pixels I have on the bottom half of my screen. I've also been having odd distortion and image "vibrating" on the bottom half of the screen

Yes, he said he needed a CC number so if I didnt send it back in 10 days, I would obviously get charged, which I have no problem with. I checked my statement online and it is already charged, so it already shipped. Also, it is just a hold. If I don't return, then it goes though. I have no intention on keeping a defective iPhone so.. lol

No, I did not purchase AppleCare. I just purchased SqaureTrade.

Dead pixels? Call it up, don't accept it. The supervisor told me word for word: "I want you to have a flawless and magical device" I'm like Good, I paid about 800 for it, I better have a 'magical' device. xD

 

[Shanewilliams]

On hold for a Sr. advisor now. The CS rep told me that my issue was absolutely ridiculous and that no product should come out of the box defective. Just as a background, I have the 32GB black and I have dings, mars and dents on the sides but what really gets me is a large scratch on the screen itself. Makes me crazy but it seems they are taking care of it now.

EDIT: They are not taking care of it they are transferring me to AT&T saying that they cannot help because I ordered from AT&T

So, if we ordered our phone from AT&T, its a waste of time to call Apple then?? Am I understanding you correctly? Did you preorder or buy direct from a AT&T store?

 

[DylPickle85]

Nice. Just got off the phone with AppleCare, and due to my Black iPhone 5 having a couple dings on the beveled edge out of the box, they agreed to replace it for free. Going to have them ship me a replacement, which will take a couple of weeks, but I'm fine with that. In doing so, they have to place a hold on my credit card for the extra phone, until they receive the original back...not a big deal.

Thus, I'm going to remove the protective plastic on the front and back, and use the phone "naked" for a couple weeks until getting the new one, of which I plan on being prepped with super fantastic ultra protective screen cover and case

 

[Shanewilliams]

Nice. Just got off the phone with AppleCare, and due to my Black iPhone 5 having a couple dings on the beveled edge out of the box, they agreed to replace it for free. Going to have them ship me a replacement, which will take a couple of weeks, but I'm fine with that. In doing so, they have to place a hold on my credit card for the extra phone, until they receive the original back...not a big deal.

Thus, I'm going to remove the protective plastic on the front and back, and use the phone "naked" for a couple weeks until getting the new one, of which I plan on being prepped with super fantastic ultra protective screen cover and case

Are they putting a hold for the full amount of the phone?

 

[NeonGreenHermit]

I haven't bought an iP5 (and I'm quite happy to wait for the next iteration), but I must say... what's wrong with some of you?

I've owned *a lot* of Apple products, and the one thing I've learnt is: there is no such thing as a perfect iThing. Seriously. You may think you're paying astro-bucks for your latest device, but unless you've ordered something hand-made (like a fine boutique guitar amp, or a piece of exquisite jewellery), you're going to get something made in a Chinese factory. Not painstakingly put together in a white room by smiling Apple employees - a fast-as-machinely-possible construction from Foxconn. Of course, there are standards to be met, but if you're all Apple fans, you'll know that almost certainly Apple has rushed to meet expected demand. Like last year. And the year before that. And so on.

I bought an iPad 3 yesterday. Funny day, I know, but it was the last day of the Back To School promo, I had found a buyer for my iPad 1, and the wife gave the green light. Happy days, especially when the wonderful young lady assisting me threw in two free Earpods in addition to my discount and gift card. But anyway, first thing: I checked it in the store for cosmetic defects. This is a no-brainer. I got home, and did the magnifying glass thing - a couple of small 'birthmarks' in the metal (not dents, just discolourations). And you know what? I was very, very, happy. Someone else might have returned to the store, but I know very well that a replacement may actually have something wrong with it. Too long / didn't read: minor cosmetic blemishes are to be expected. It's an iPhone made in China. The magnifying glass hunt for imperfections is such a 1st-world problem, it's actually shameful.

Of course, a huge dent or a nasty scratch is not good. I certainly would take it back. BUT, having worked for a major telco many years ago and supporting previous iPhone launches from a customer services point of view, there will always be that one demanding guy who feels the need to go through 5, 10 iPhones on the hunt for the elusive unicorn-built 'iOne'. It doesn't exist. Don't be that guy, people, don't be 'that guy'.

Love and hugs. Hope everyone gets the iPhone 5 they want.

 

[billinaz]

Yes, he said he needed a CC number so if I didnt send it back in 10 days, I would obviously get charged, which I have no problem with. I checked my statement online and it is already charged, so it already shipped. Also, it is just a hold. If I don't return, then it goes though. I have no intention on keeping a defective iPhone so.. lol

No, I did not purchase AppleCare. I just purchased SqaureTrade.

Dead pixels? Call it up, don't accept it. The supervisor told me word for word: "I want you to have a flawless and magical device" I'm like Good, I paid about 800 for it, I better have a 'magical' device. xD

They told me they would immediately place the hold on the card, but the replacement would not ship for approximately a week.

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Are they putting a hold for the full amount of the phone?

Yes, almost $1000 in my case.

 

[ProMod]

So, if we ordered our phone from AT&T, its a waste of time to call Apple then?? Am I understanding you correctly? Did you preorder or buy direct from a AT&T store?

No matter where you bought your phone, call Apple or go to an Apple store. All other avenues will be almost useless. Anyone telling you otherwise either doesn't know or has been given bad info.

 

[DylPickle85]

Are they putting a hold for the full amount of the phone?

Yes, they are - $849
They hold this amount for the duration of the waiting process - from now (today) until they receive the original phone back in their hands. I get to hold onto this one and continue using it until I get the new one in the mail, and send the old one back = minimal downtime

 

[Shanewilliams]

No matter where you bought your phone, call Apple or go to an Apple store. All other avenues will be almost useless. Anyone telling you otherwise either doesn't know or has been given bad info.

Thanks for the info. I'll probably go ahead and give them a call so its at least documented. Hopefully, in a week or so I can just go into a Apple Store and swap it out.

 

[JoshS]

Have a scuff on the side with the SIM card tray pretty much next to the joint between the side and bottom pieces and I have 5 small nicks next to and below the volume buttons.

The first guy I spoke to at Apple claimed I had to send my phone in and wait a week or two for the replacement to come. I hung up and called back.

The second call a woman answered, I told her what I have. She put me on hold then connected me with a guy who asked me to email him pictures. I sent the pictures while I was on the phone with him. He was very thankful and immediately processed an express replacement.

They're shipping me a new iPhone 5 16gb black overnight.

No freebies though. They do put a hold on your card in case you don't return the old one.

He said ill pack up the old one and drop it at the ups store with the repair number he gave me.

 

[mgb1120]

Will give them a call today, just to have it documented.

 

[tito2020]

Theres something called polymer coated seems like the aluminum was never coated based on reports.

 

[blunti]

Have a scuff on the side with the SIM card tray pretty much next to the joint between the side and bottom pieces and I have 5 small nicks next to and below the volume buttons.

The first guy I spoke to at Apple claimed I had to send my phone in and wait a week or two for the replacement to come. I hung up and called back.

The second call a woman answered, I told her what I have. She put me on hold then connected me with a guy who asked me to email him pictures. I sent the pictures while I was on the phone with him. He was very thankful and immediately processed an express replacement.

They're shipping me a new iPhone 5 16gb black overnight.

No freebies though. They do put a hold on your card in case you don't return the old one.

He said ill pack up the old one and drop it at the ups store with the repair number he gave me.

They're doing the same for me for my 32GB white, the only thing that bothers me is that they're not sending a new box, I get to keep the old one, so the serial # on the box won't match the new phone...

 

[ProMod]

They're doing the same for me for my 32GB white, the only thing that bothers me is that they're not sending a new box, I get to keep the old one, so the serial # on the box won't match the new phone...

I hate that, especially when it comes time for resale.

 

[ArztMac]

I haven't bought an iP5 (and I'm quite happy to wait for the next iteration), but I must say... what's wrong with some of you?

I've owned *a lot* of Apple products, and the one thing I've learnt is: there is no such thing as a perfect iThing. Seriously. You may think you're paying astro-bucks for your latest device, but unless you've ordered something hand-made (like a fine boutique guitar amp, or a piece of exquisite jewellery), you're going to get something made in a Chinese factory. Not painstakingly put together in a white room by smiling Apple employees - a fast-as-machinely-possible construction from Foxconn. Of course, there are standards to be met, but if you're all Apple fans, you'll know that almost certainly Apple has rushed to meet expected demand. Like last year. And the year before that. And so on.

I bought an iPad 3 yesterday. Funny day, I know, but it was the last day of the Back To School promo, I had found a buyer for my iPad 1, and the wife gave the green light. Happy days, especially when the wonderful young lady assisting me threw in two free Earpods in addition to my discount and gift card. But anyway, first thing: I checked it in the store for cosmetic defects. This is a no-brainer. I got home, and did the magnifying glass thing - a couple of small 'birthmarks' in the metal (not dents, just discolourations). And you know what? I was very, very, happy. Someone else might have returned to the store, but I know very well that a replacement may actually have something wrong with it. Too long / didn't read: minor cosmetic blemishes are to be expected. It's an iPhone made in China. The magnifying glass hunt for imperfections is such a 1st-world problem, it's actually shameful.

Of course, a huge dent or a nasty scratch is not good. I certainly would take it back. BUT, having worked for a major telco many years ago and supporting previous iPhone launches from a customer services point of view, there will always be that one demanding guy who feels the need to go through 5, 10 iPhones on the hunt for the elusive unicorn-built 'iOne'. It doesn't exist. Don't be that guy, people, don't be 'that guy'.

Love and hugs. Hope everyone gets the iPhone 5 they want.

[x] I highly approve of this message.

Should be a Sticky. Honestly.