Apple is aware of your cosmetic issues [Read]

[musika]

I had a lot of problems with quality control/cosmetic issues when I got my iPad 2 last year. Scratches on the back of a few iPads I got. Apple was very good about it. They have great customer service.

Good luck to everyone and enjoy your iPhone 5s!

 

[megsalias]

Upon closer inspection, I found a nick on the top of my 64GB white iPhone 5. I would let it go if it wasn't for the fact that I keep my phones pristine for resell later. Called Apple yesterday, and they're sending me a replacement.

 

[jbellanca]

So for all of you who were told by AppleCare that they'd ship you one (vs. telling you to go to an Apple Store), do you have a store near you? They told me to go to a store to get it looked at/replaced, but I have 3 within 45 mins from me... wondering if that's why they just wouldn't ship one.

 

[megsalias]

So for all of you who were told by AppleCare that they'd ship you one (vs. telling you to go to an Apple Store), do you have a store near you? They told me to go to a store to get it looked at/replaced, but I have 3 within 45 mins from me... wondering if that's why they just wouldn't ship one.

The closest Apple store to me is about two hours away. The first rep I talked to told me to take it back to AT&T (where I bought it), but AT&T doesn't handle that. After getting a senior advisor on the phone, Apple agreed to ship me one.

 

[ct04]

Hey folks, wanted to share my experience at the Apple store in Philly.

I didn't realize there was such a major scuff issue, so I didn't really inspect my phone after arrival from Verizon on Friday. Came on yesterday, noticed the furor, and checked my phone - sure enough had a nice dent in the lower right corner of the phone. Now, I have no problem with dents that I put on my equipment, but I'd prefer to be the one to break my toys - not to mention, I have no idea how that dent got there. For all I know, my phone was being used as a baby rattle last week.

So I called Applecare, and they pointed me straight back to my local Apple store. When I called the Philly Apple store, the first guy I got had no clue what was going on and started telling me about user accidental damage. I managed to stump him enough that he bumped me to either a manager or a genius, who immediately told me to come on in, checked the stock of phones for me, and was just generally helpful.

I walk in and am lucky enough to be greeted by a (different) manager. Now, here's where you can save yourself some time: if you had a verizon or at&t order, tell them immediately and ask for a replacement from the service stock behind the genius bar. I didn't have that conversation and as a result we spent 20 minutes trying to activate a brand new in original box phone against my scratched version. Once we figured it out, though, the process was painless - got a white unmarked box with phone only inside, was assured it was brand new, inspected the phone... scratched 🙂 Of course. Got another one, this one was pristine, activated it, and walked out about 35 minutes after walking in.

The morality of doing this is not in question to me. You received a product, it had a minor defect, you talk to the company, and they're willing to replace it. Why the heck wouldn't you go forward? They'll ship my phone back, re-anodize it, and resell it, I'm sure.

Hope this helps others.

 

[Chuck-Norris]

Since my 2 white 16 ones came scratched/dented. I called Apple CS. They ordered me 2 new ones with overnight. I was concerned about waiting 4 weeks. They assured me that it will be one week or less. Within few hours, I saw the orders inside the pending returns online and they are already in preparing for shipment stage yesterday evening. I was pleased and hopeful that the replacements would be fine! I asked the rep about the issue, He stated that he have gotten quite few cases already and said the replacements would be flawless.

So, we hope he's correct! Like lot of posts here, It definitely looks like machining issues. But what puzzles me is those iPhones go through lot of "human touch" between machining and shipment as in putting them together, etc. Why didn't those workers toss those defect cases? That would have saved lot of trouble on our hands! And Apple also! *shake my head* at Foxconn.. Wrong time to do this!😕

are they brand new ones? with retail packaging?

 

[measel]

are they brand new ones? with retail packaging?

Yessire.

 

[oghowie]

If you bought yours from a 3rd party(wireless carrier/retail outlet) you are screwed.

Not true. I got my phone from Best Buy.

 

[Ran7]

If you bought yours from a 3rd party(wireless carrier/retail outlet) you are screwed.

I was on the phone for over an hour with Apple and they said they can't offer me a replacement because they are out of stock, and that I should go to the retailer to get a refund/replacement.

You spoke with someone unaware of the law. You do NOT have to deal whatsoever with the retailer/provider. Apple warrants the phone.
I bought my phones from sprint. The first person on I spoke to at apple said if I bought it elsewhere or if I didnt have apple car to talk to the reseller. I asked for his supervisor, who apolgized tor the "incorrect information" and who had new phones sent two day air. Already have tracking. Told me to keep the extra buds and chargers for my trouble.

You do not have to go to an apple store, or through a provider.

they know about 1/4 of the black phones are scratched out from factory

 

[Ran7]

I asked for management and they still wouldn't do anything since I didn't buy it from Apple. I don't have hours to play on the phone with these people today and will try again next week . I expect an Official statement from Apple next week cause we paid for a premium product and we got a product that looks like it was assembled by 8 year olds. Ohhh that's right it was🙄

Verizon can take a return but has no obligation on warrant. Apple is warranter (even without applecare). Just record the conversation if they say they will not honor warranty.

 

[nikhsub1]

If you bought at apple.com or an apple store do this if you want to exchange. Bring all of your retail packaging and accessories that came with the phone. Go to the nearest apple store and walk in, tell them you need to exchange the unit for cosmetic defects. They will do it on the spot with a brand new retail unit. Inspect unit in the store to make sure it is flawless, if not return it again. You do NOT need to make a genius bar appointment for this - I originally did and they told me specifically do NOT do this, if you are within 30 days it is a straight exchange. This could not be easier.

 

[Roy Hobbs]

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.

 

[MrSpanks]

Does anyone know if this status will change to shipped and have a tracking number? It has to be signed for and I need to know when to be home...

 

[ROLLTIDE1]

Does anyone know if this status will change to shipped and have a tracking number? It has to be signed for and I need to know when to be home...

Tuesday you will have to be home or pick it up at the hub starting at 8AM

 

[Sunday Shadows]

yeah the one i ordered online has a 2 inch part of the front glass thats not painted and it makes the bezel look cracked .

 

[Dstopsie]

Does anyone know if this status will change to shipped and have a tracking number? It has to be signed for and I need to know when to be home...

I have the same question as I have the same status as this...

 

[crushedcore]

If you bought at apple.com or an apple store do this if you want to exchange. Bring all of your retail packaging and accessories that came with the phone. Go to the nearest apple store and walk in, tell them you need to exchange the unit for cosmetic defects. They will do it on the spot with a brand new retail unit. Inspect unit in the store to make sure it is flawless, if not return it again. You do NOT need to make a genius bar appointment for this - I originally did and they told me specifically do NOT do this, if you are within 30 days it is a straight exchange. This could not be easier.

Just confirming if you got retail box?
I'm going apple store tomorrow and hoping they have stock units to replace mine

 

[bembol]

I need to stop reading/posting in these types of threads. I keep inspecting it. LOL 🙁

 

[technopimp]

For those who have gotten replacements in an Apple store, did you call ahead first to find out if they had replacements available, or did you just go in? I have some nicks and as much as I hate to be "that guy", I'm considering trying to get it swapped. Problem is, the closest Apple store is 45 minutes away, and if they don't have any available I don't want to waste a trip. Not sure if they would even tell you over the phone or not. I did get it at AT&T so maybe they wouldn't swap regardless.

 

[jfrancis04]

For those who have gotten replacements in an Apple store, did you call ahead first to find out if they had replacements available, or did you just go in? I have some nicks and as much as I hate to be "that guy", I'm considering trying to get it swapped. Problem is, the closest Apple store is 45 minutes away, and if they don't have any available I don't want to waste a trip. Not sure if they would even tell you over the phone or not. I did get it at AT&T so maybe they wouldn't swap regardless.

Just went in twice. I felt the exact same way you did. I hated to be "that" guy, but if anyone understands our obsession...it's Apple.

I did call before going the first time. They even promised to hold me one.

 

[JoshGlzBrk]

I called Apple up today and got an express exchange set up to replace my iPhone 5 that came like this:

Anyways, he said it should arrive in 3-4 days so hopefully that's true.

He did explain there would be two authorizations. Does anyone know exactly what the $29 fee is about. Is that for shipping or is that for only if the phone is not covered under the warranty or what?

 

[lawlbringer]

Anyone who bought their iPhone 5 through a 3rd party(AT&T Store/Best Buy/RadioShack) have any luck getting theirs replaced directly through Apple?

 

[ProMod]

I called Apple up today and got an express exchange set up to replace my iPhone 5 that came like this:

Anyways, he said it should arrive in 3-4 days so hopefully that's true.

He did explain there would be two authorizations. Does anyone know exactly what the $29 fee is about. Is that for shipping or is that for only if the phone is not covered under the warranty or what?

If you're not AppleCare+, they'll want to charge you a $29 shipping fee for the advance replacement service. I've always fought them on it and had it waived.

 

[JoshGlzBrk]

If you're not AppleCare+, they'll want to charge you a $29 shipping fee for the advance replacement service. I've always fought them on it and had it waived.

Argh. Is it even worth it to call them tomorrow about getting it waived?

 

[tonedef407]

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.

I have the same issue. I've looked high and low, and never encountered anyone with that problem with the new iPad.