iPhone XR Apple Support Site Says : No trouble was found and Original Product was Shipped.

Huskyus

macrumors newbie
Original poster
Feb 21, 2019
4
7
I received a brand new iPhone XR and found out there were a few dead pixels on the screen. So we bring it to and apple store and have multiple people look at it and they all say "yes there is a dead pixel". Now it was only one or two dead pixels but its a brand new phone and I would like it to be perfect. They then said the only thing we can do is give me a temporary phone (iPhone 6) and send this phone (My XR) to the apple repair center to get it fixed. Now im looking on the site and it says that no trouble was found and the original product is being sent back. What do I do if I get the phone with the dead pixels on the screen back.
 

Shadowbech

macrumors 603
Oct 18, 2011
5,241
1,383
Apple iPhone World
Where did you purchase the phone from? I'm surprised that Apple Store didn't offer the in-store repair? They usually should have offered to do a screen replacement. My 6S Plus had a dead pixel and when I took it to the Apple store, they simply replaced the screen on my 6S plus at the store.
 

Huskyus

macrumors newbie
Original poster
Feb 21, 2019
4
7
Where did you purchase the phone from? I'm surprised that Apple Store didn't offer the in-store repair? They usually should have offered to do a screen replacement. My 6S Plus had a dead pixel and when I took it to the Apple store, they simply replaced the screen on my 6S plus at the store.
I bought it from AT&T and we did try to exchange it with AT&T first but they would NOT except it and then the apple store said they had to send it in. I only had it for 1 day.
 

teeshot44

macrumors regular
Aug 8, 2015
202
116
US
I bought it from AT&T and we did try to exchange it with AT&T first but they would NOT except it and then the apple store said they had to send it in. I only had it for 1 day.
Why did they say they would not accept it? You've got a 14 day return period and you said you only had it for 1 day.
 

Shadowbech

macrumors 603
Oct 18, 2011
5,241
1,383
Apple iPhone World
Why did they say they would not accept it? You've got a 14 day return period and you said you only had it for 1 day.
I find this odd as well. I'm surprised that they didn't offer an exchange. OP if you get your device back and still within 14 days, I'd return it and buy a new one. You may be asked to pay the re-stock fee but I'm sure you can have it waived if you explain the situation?
 

BasicGreatGuy

Contributor
Sep 21, 2012
11,881
10,909
In the middle of several books.
I bought it from AT&T and we did try to exchange it with AT&T first but they would NOT except it and then the apple store said they had to send it in. I only had it for 1 day.
If you only had the phone 1 day, AT&T should have accepted it back as a return. Apple should have replaced the phone for a new one, as that is protocol for 1 - 2 dead pixels.

The actions of AT&T and Apple aren't adding up for a brand new phone with dead pixels.
 
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Huskyus

macrumors newbie
Original poster
Feb 21, 2019
4
7
If you only had the phone 1 day, AT&T should have accepted it back as a return. Apple should have replaced the phone for a new one, as that is protocol for 1 - 2 dead pixels.

The actions of AT&T and Apple aren't adding up for a brand new phone with dead pixels.
I completely agree. But I will see tomorrow what happens with the phone and if it still has the dead pixels it would still only be 7 days since the purchase of the phone. So im still in both grace periods.
 

Newtons Apple

Suspended
Mar 12, 2014
22,764
14,930
Jacksonville, Florida
I completely agree. But I will see tomorrow what happens with the phone and if it still has the dead pixels it would still only be 7 days since the purchase of the phone. So im still in both grace periods.
Return it if it bothers you. There will be a fee for returning but well worth it if the dead pixels can not be unseen.
 

Huskyus

macrumors newbie
Original poster
Feb 21, 2019
4
7
So I just came back from the apple store and they were amazing about it. Since the apple repair center didn't repair the phone they wound up repairing it for the out of warranty fee and then waiving it. They also gave me a free case and screen protector for my troubles. Im very happy with the results!
 

BasicGreatGuy

Contributor
Sep 21, 2012
11,881
10,909
In the middle of several books.
If the phone had dead pixels, you should have returned it and purchased a new one. If you are happy with them repairing a brand new phone when Apple protocol is to replace, that is all that matters. I hope you don't have any more problems with it.
 

Jellyenzo

macrumors newbie
Nov 26, 2018
9
6
I had a dead/stuck blue pixel on the bottom left of my screen when I purchased my iphone XS. Keep in mind it was less than a month old. During the day, it was somewhat unnoticeable (unless in dark backgrounds) but when you (me) own the phone and see the screen everyday; the OCD seeps in.

Nevertheless, I took my phone in to the apple store; and the apple “genius” told me they didnt see anything. It was a fair point as the apple stores were all brightly lit but they told me they would consult other geniuses in the back in a darker environment. They told me there was no problem and I was pissed at the condescending manner in how they addressed the problem. These geniuses talked down on me like I didn’t have a clue what was going on with the phone I purchased. I did the research making the swap over from my Google Pixel as it is a very costly phone. I’m the one using it and paying $1200 for this phone (Yeah, I’m an idiot).

You better be damn right I know what I committed to purchase.

With my burning passion of wanting what I had paid for, I spent $10 bucks at microcenter and purchased a magnifying glass; scheduled an appointment with genius bar again for the following day; and brought the magnifying glass. Finally, they honored the screen replacement that I should have gotten the first time around.

I was certain iphones had a one pixel policy rule where it would immediately be taken care of but I really had to fight for my right as a customer (first iphone ever owned btw). Imagine that.

Honestly, the experience really gave me a huge slight. Overall, I really do enjoy my iphone after using it for 3-4 months now; but god dam the nickel & dime from Apple service really seethes a love/hate relationship.

Like others have said, Keep fighting it and get what you deserve. A product that you were promised without compromise. The person fighting for your consumer rights can only be you.
 
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G5isAlive

macrumors 6502a
Aug 28, 2003
804
1,008
So I just came back from the apple store and they were amazing about it. Since the apple repair center didn't repair the phone they wound up repairing it for the out of warranty fee and then waiving it. They also gave me a free case and screen protector for my troubles. Im very happy with the results!
You are clearly new hear. NEVER say you are happy, you will be called an apple defender or fanboy. And you should complain they didn’t give you a free iPad
 
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