I got the new iPhone 11. Out of the box it was dropping calls every 5-12 mins and running out of battery quickly.
Synopsis:
September 25 - Called AppleCare for support with dropped calls. After a factory reset, Rep blamed the carrier and told me to call them.
September 26 - T-Mobile replaced the SIM card and told me to do a factory reset.
September 27 - Calls are still being dropped every minute. T-mobile is now blaming service outages. I am told to wait 4 days before contacting about the issue again.
October 4 - Calls are still dropping on every call, getting worse. T-Mobile now tells me to call back Apple support.
October 4 - Apple tells me to reset the phone again and install 13.1.2. During the update to 13.1.2 the phone has frozen and will not unfreeze. Apple phone support tells me to go into the Apple store. By morning the phone is out of power and I reset it.
October 5 - A second attempt to install 13.1.2 is successful. Calls are still dropping. At this point I give up for the weekend.
October 9 - Apple phone support tells me that they are aware of call dropping issues and that I should wait for the next release. I've fully switched to my office phone and my wife's old Android from 6 years ago until this is resolved.
October 15 - The update dropped and I installed it. Calls are still dropping.
October 16 (Part 1) - Apple phone support runs diagnostics for a half hour. He can find no records of dropped calls, so I tell him to call me on the broken phone. After the calls drop no less than three times and still noting in the diagnostics showing dropped calls, the rep finally conceded that the hardware was probably bad. Instead of offering a repair, the rep told me I had to have the phone rediagnosed at an Apple store.
October 16 (Part 2) - At the apple store I have an hour wait after I check-in for my appointment. The reps run all diagnostics again. They tell me that they don't see any dropped calls in the logs, but the battery use is way higher than it should be indicating an issue. They reset my phone. Store rep then has me call his phone. The calls drop after 2 mins. The rep is still not convinced it is hardware, and runs an audio test. He finally determines that the logic board is faulty and agrees to a replacement (we are now at 2 hours in store). Uh-oh. They don't have any replacements for my phone, no exchanges for different colors allowed. Two options are wait until Monday or get a new one shipped with a hold of $400 and get it Friday by mail. I choose mail. Unfortunately, this means I have to call phone support again. Support doesn't understand what's going on despite having a case number. I have to re-explain everything and the rep insists that we do diagnostics again. The rep in store who was helping me has vanished, so I do diagnostics. Again. The rep on the phone finally agrees to complete the work order. He emails it to me, but, oh no, my phone has been reset and I don't have access to email. Not to worry I am reassured that I can do it later.
October 16 (Part 3) - I check my mail when I get home. The charge is now $950, not $400 like on the work order. I call apple support again to clear it up. The reps are confused and have no idea what I'm talking about and can't find the work order, even with the number in hand and two emails showing the error. They are now asking me if they can reset the phone to try and fix it. I hang up on them without answering and pay the $950. I'm sure the exchange process will go off without a hitch...... Right?
When did Apple support get this bad? 3 weeks to resolve a defective device is 3 weeks too long.
Synopsis:
September 25 - Called AppleCare for support with dropped calls. After a factory reset, Rep blamed the carrier and told me to call them.
September 26 - T-Mobile replaced the SIM card and told me to do a factory reset.
September 27 - Calls are still being dropped every minute. T-mobile is now blaming service outages. I am told to wait 4 days before contacting about the issue again.
October 4 - Calls are still dropping on every call, getting worse. T-Mobile now tells me to call back Apple support.
October 4 - Apple tells me to reset the phone again and install 13.1.2. During the update to 13.1.2 the phone has frozen and will not unfreeze. Apple phone support tells me to go into the Apple store. By morning the phone is out of power and I reset it.
October 5 - A second attempt to install 13.1.2 is successful. Calls are still dropping. At this point I give up for the weekend.
October 9 - Apple phone support tells me that they are aware of call dropping issues and that I should wait for the next release. I've fully switched to my office phone and my wife's old Android from 6 years ago until this is resolved.
October 15 - The update dropped and I installed it. Calls are still dropping.
October 16 (Part 1) - Apple phone support runs diagnostics for a half hour. He can find no records of dropped calls, so I tell him to call me on the broken phone. After the calls drop no less than three times and still noting in the diagnostics showing dropped calls, the rep finally conceded that the hardware was probably bad. Instead of offering a repair, the rep told me I had to have the phone rediagnosed at an Apple store.
October 16 (Part 2) - At the apple store I have an hour wait after I check-in for my appointment. The reps run all diagnostics again. They tell me that they don't see any dropped calls in the logs, but the battery use is way higher than it should be indicating an issue. They reset my phone. Store rep then has me call his phone. The calls drop after 2 mins. The rep is still not convinced it is hardware, and runs an audio test. He finally determines that the logic board is faulty and agrees to a replacement (we are now at 2 hours in store). Uh-oh. They don't have any replacements for my phone, no exchanges for different colors allowed. Two options are wait until Monday or get a new one shipped with a hold of $400 and get it Friday by mail. I choose mail. Unfortunately, this means I have to call phone support again. Support doesn't understand what's going on despite having a case number. I have to re-explain everything and the rep insists that we do diagnostics again. The rep in store who was helping me has vanished, so I do diagnostics. Again. The rep on the phone finally agrees to complete the work order. He emails it to me, but, oh no, my phone has been reset and I don't have access to email. Not to worry I am reassured that I can do it later.
October 16 (Part 3) - I check my mail when I get home. The charge is now $950, not $400 like on the work order. I call apple support again to clear it up. The reps are confused and have no idea what I'm talking about and can't find the work order, even with the number in hand and two emails showing the error. They are now asking me if they can reset the phone to try and fix it. I hang up on them without answering and pay the $950. I'm sure the exchange process will go off without a hitch...... Right?
When did Apple support get this bad? 3 weeks to resolve a defective device is 3 weeks too long.
