Apple support refused to replace my device.

Discussion in 'iPhone' started by VoilaiPhone, Oct 21, 2014.

  1. VoilaiPhone macrumors regular

    Joined:
    Sep 19, 2014
    #1
    Went to an apple store,

    Got my device checked out due to having dead pixels (just realized i even had them)

    Apple store was super busy and i was not taken care of for 1.5 hours, but they were busy so I understood

    pushing more than 2+ hours, i was still not taken care of so i left the store

    called the apple support line and was transferred to a specialist

    I explained to her that in these exact words

    "I purchased my iPhone 6 plus on the release date, and it's been working very well and I just happened to realize that I have dead pixels on bottom on my screen as I did multiple steps to confirm that they were dead pixels. My iPhone 6 plus has never been dropped, never been PUT IN MY POCKETS, tempered glass protection as soon as I got the phone as well as the sturdy case. Is it possible to ask for an advanced replacement?"


    Specialist then said, "no we can't replace the phone. I don't know what advanced replacement is, but no but we can you a refurb that's functioning as new. (WTF?)"

    I asked to speak to her supervisor, and she was glad to transfer me over to her supervisor. Instead of being transferred, she just hung up on me


    Uhh... seriously Apple?

    *Advanced Replacement is getting a new iPhone by apple putting a hold on your credit card for the retail price of an iPhone. They take the hold off once they receive my original phone.
     
  2. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #2
    So they'll replace it with a white box replacement iPhone and you refused?
     
  3. foam macrumors member

    Joined:
    Feb 16, 2012
    #3
    You might want to edit your title. They did offer to replace your phone but you wanted a brand new one.
     
  4. Shadowbech macrumors 68040

    Joined:
    Oct 18, 2011
    #4
    I could be wrong but when I chatted with Apple, they said Express replacement. hmmm
     
  5. GoSh4rks macrumors 6502

    Joined:
    Sep 14, 2012
  6. Roessnakhan macrumors 68040

    Roessnakhan

    Joined:
    Sep 16, 2007
    Location:
    ABQ
    #6
    This doesn't make sense. They can't replace it, but then they offer to give you a refurb? Which is it?
     
  7. VoilaiPhone thread starter macrumors regular

    Joined:
    Sep 19, 2014
    #7
    I asked for a replacement, the specialist said she couldn't but she could offer me a refurb.

    I was so confused by her talking
     
  8. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #8
    So call back and say you'll accept the white box replacement. They're not refusing to replace your device.
     
  9. kilcher macrumors 65816

    kilcher

    Joined:
    Jul 3, 2011
    #9
    Yeah, I agree with the others, Apple did what I would expect them to do. If you're beyond your return period they'll usually give you a refurb, which at this point may be new anyway.

    If I were you and within a reasonable distance of an Apple store I would make an appointment and go in and talk to someone.
     
  10. GoSh4rks macrumors 6502

    Joined:
    Sep 14, 2012
    #10
    No, you asked for "advanced replacement," which Apple DOES NOT OFFER. They do offer express replacement though.
     
  11. Shadowbech macrumors 68040

    Joined:
    Oct 18, 2011
    #11
    That's what I thought. OP should have said express replacement. I'm sure that would have changed things up.
     
  12. VoilaiPhone thread starter macrumors regular

    Joined:
    Sep 19, 2014
    #12
    Ok, just got off the phone with a senior specialist

    They do offer "ADVANCED REPLACEMENT" meaning you pay for 29.99 for the shipping of the phone and the price of a new iPhone (i have 64g iPhone 6+, so that would be 900 bucks)

    However, she mentioned specifically that whatever the phones i will be getting is a refurb. Then, I asked her "are every replacement phones in every apple stores throughout the continental united states refurbs now?"

    She said, "Yes, very likely. All refurbs or reconditioned devices are handled at our factory depot then sent out"


    There you go folks.
     
  13. ctbaz macrumors member

    Joined:
    Aug 20, 2014
    #13

    I think everyone knew this except you. Also you can plan on waiting at the apple store for support unless you have booked an appointment.
     
  14. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #14
    Sounds like a canned response they're trained to say. Actual white box replacements may still be new from factory.
     
  15. Consultant macrumors G5

    Consultant

    Joined:
    Jun 27, 2007
    #15
    New Apple products:
    handled by humans in factory
    looks new
    has full warranty

    Refurb Apple products:
    handled by humans in factory
    looks new
    has full warranty

    So what's the problem?
     
  16. wxman2003 Suspended

    Joined:
    Apr 12, 2011
    #16
    They are offering you a replacement. You are 30 days past purchase. What's the problem? You had 14 days to return without any question. You had 14 days to check over your phone thoroughly. You chose not to do that.
     
  17. TWO2SEVEN macrumors 68040

    TWO2SEVEN

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    Location:
    Plano, TX
    #17
    They both come in white boxes too :)
     
  18. VoilaiPhone thread starter macrumors regular

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    Sep 19, 2014
    #18
    I apologize for being an idiot. Thank you for your kind words.
     
  19. maclove4life macrumors regular

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    Oct 17, 2014
    #19
    edit:nvm
     
  20. techiebug macrumors 6502a

    Joined:
    Oct 20, 2013
    #20
    The first thing you should've done was checking the screen and other defects. It's an horror to discover dead pixels after the return period's over. I wouldn't be happy to have a refurbished once I pay almost $1000 (yes it's new it looks new, functions like new but hey its still a refurbished)
     
  21. Defender2010 macrumors 68030

    Defender2010

    Joined:
    Jun 6, 2010
    Location:
    England
    #21
    This early in, it is highly likely that the white box replacement is in face new, as Apple have them from launch for replacements. It's only been on release a few weeks, so the chances are it will be new. Where's the issue?
     
  22. Oridus macrumors 6502a

    Joined:
    Oct 8, 2012
    #22

    I just got my express replacement for a front facing camera defect and you are correct, it came as a white box replacement, but i do believe it's a brand new phone. It didn't have the normal refurb screen lining to it, unless they started putting the brand new phone screen lining on their white boxes which I doubt.
     
  23. 617aircav Suspended

    Joined:
    Jul 2, 2012
    #23
    Change your title. You refused a refurbished replacement. Good for you.
     
  24. aristobrat macrumors G5

    Joined:
    Oct 14, 2005
    #24
    Are you talking about the plastic that you have to remove from the phone before you can use it? The refurbs should come wrapped the same way as the non-refurbs do.
     
  25. its Dale macrumors 6502

    Joined:
    Apr 8, 2013
    Location:
    LA California
    #25
    So youd rather have a dead pixel on your current phone than a refurb w/out dead pixels?
     

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