Apple repair service sucks

Discussion in 'iPhone' started by Badfoot, Dec 19, 2015.

  1. Badfoot, Dec 19, 2015
    Last edited: Dec 19, 2015

    Badfoot macrumors 6502

    Joined:
    Sep 27, 2009
    Location:
    London, UK
    #1
    My iPhone 6+ has the iSight camera fault that causes all photo's to be blurred.

    In spite of Apple admitting that this is a know fault with this model and caused by a component failure, trying to get mine fixed is a nightmare.
    I've read other posts on here of people's experiences and I thought I'd share mine:
    I tried to get an appointment at a Genius Bar to have the fault fixed, but the only appointments are over a week in advance, so I tried the Apple Chat and asked if there was an alternative, i.e. could they mail me out a replacement. The helpful bot (?) said no, it was a repair-only thing, and could only offer the advice to just turn up at an Apple store and see if they could do it ad-hoc.
    Well, I visited a store, Brent X in London, waited to see one of only 2 people handling queries, and was told No, I would have to make a Genius Bar appointment, and that it is usual to have to wait over a week for these. And NO, I couldn't leave it with them to repair and me collect at a later date.
    So to have something repaired that I think should have been the subject of a recall anyway, I have to wait until Xmas eve for my appointment.
    Apple seem to be all about selling these days, they seem to be so big they can afford to be arrogant to their customers wanting service. It's no wonder hackers are targeting their products these days, you never had that in the past.
     
  2. Tsuchiya, Dec 19, 2015
    Last edited: Dec 19, 2015

    Tsuchiya macrumors 68020

    Tsuchiya

    Joined:
    Jun 7, 2008
    #2
    The week wait for an appointment isn't just because they feel like being dicks, demand for appointments is insane, hence why the week in advance thing.

    From memory, UK stores do have limited capacity for walk-ins but only first thing in the morning. You'd have to be there either for opening or just before; and even then be prepared to wait. Apple Support sucks as well, because they don't tell customers this so they turn up in the middle of the day when there are no more appointments left.

    Edit: Also try Apple Support again and see if the next representative offers an alternative solution. When my 6+ had a shifted front camera, I couldn't be bothered with the stores and arranged an express replacement. It was free for me under AppleCare+ or £29 if you don't. They put a hold on your account though for the retail value of the phone, but you get a replacement shipped out the next day.
     
  3. OllyW Moderator

    OllyW

    Staff Member

    Joined:
    Oct 11, 2005
    Location:
    The Black Country, England
    #3
    Don't forget you've also picked the busiest shopping week of the year to try and get a Genius Bar appointment. The stores are going to be rammed full of customers over the next couple weeks so I would just take the appointment on offer as it will probably get even worse just after Xmas.
     
  4. Badfoot thread starter macrumors 6502

    Joined:
    Sep 27, 2009
    Location:
    London, UK
    #4
    Yeh I have, I just wanted to have a little moan. I don't see why I couldn't have just left the phone with them though and they could have called when it was ready. Guess that would have been too easy for them.
     
  5. yaboyac29 macrumors 6502a

    Joined:
    Sep 24, 2014
    #5
    I would check throughout the day. Slots open up all the time but they're filled just as quickly.
     
  6. NovemberWhiskey macrumors 68030

    NovemberWhiskey

    Joined:
    May 18, 2009
    #6
    I dunno why genius appts have gone so crazy recently. 1-2 years ago, i could always get a genius appt same day or next day. certainly within the next 2-3 days. Now, everything is a week out.
     
  7. Badfoot thread starter macrumors 6502

    Joined:
    Sep 27, 2009
    Location:
    London, UK
    #7
    To be fair to Apple, I kept appointment, I was seen straight away and the camera was replaced while I waited about 1 hour. Camera now working perfectly again.
     
  8. bcave098 macrumors 6502

    bcave098

    Joined:
    Sep 6, 2015
    Location:
    Northern British Columbia
    #8
    Apple doesn't use bots. Chat is with a real person.
     

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