Earphone tip broken off into port - Employee tries to fix, considered accidental dmg?

Discussion in 'iPhone Tips, Help and Troubleshooting' started by jonb83, Jan 2, 2009.

  1. jonb83 macrumors newbie

    Joined:
    Jan 2, 2009
    #1
    A couple of weeks ago the tip of my iPhone earphone broke off into the port. I had my iPhone in the inside of my coat pocket, I come home, take out the earphone and low and behold the tip became stuck inside of it.

    My iPhone thinks that a set of earphones are constantly plugged in, even tho they are not. Because of this, I have to talk on the phone by either a bluetooth or speaker.

    About a week ago I went to the Apple store in Manhattan and seeked some help. I didn't have an appointment or anything as I was just "touristing" around the city and just ran into the Apple store. I was planning on going to my local Apple store sometime after Christmas when I have a few days off and time to take care of it.

    At the store, an blue shirt "genius" attempted to pry the piece out with some type of tool to no prevail. He then said to me since the iPhone is still covered under warranty, he would be happy to exchange it right then and there. I told him that I didn't want to as I wasn't prepared because I never backed up any of my contacts and such. The plan for me was to go home, backup my iPhone data, go to my local Apple store, have them look at it, and if they were unable to fix it, then get a new iPhone under warranty.

    So today I go out to my local Apple store at King of Prussia, PA and the associate and manager there told me that they can not give me an exchange because the tip of the earphone breaking off was due to "accidental damage", and accidental damage is not covered by the limited warranty. (I looked over the warranty online after I left and it does say this.) However, how is this "accidental" damage? It was in my coat pocket comfortably, working fine all the way until I took it out. I asked the associate this and he referred to the roughed up edges on the rounded port to where you put the earphone jack into, and referred to this as accidental damage. BUT...that roughed up edge was caused by an Apple Store employee at the 5th avenue Manhattan store as he tried to pull it out with some tool.

    After some more arguing with the store manager, I ended up not getting a new iPhone yet....But he did tell me that I can buy a new one for $299; like I didn't know how much I spent on it in the first place.

    Anyways, what do you all think about this? The manager said it was accidental damage because of the roughed up edges, but those roughed up edges were caused by an Apple employee himself.

    Another thing that sucks tho is that there is no history of me being at the Manhattan store as I never had an appointment and just walked in. But now there is a history of me going into my local Apple store and not getting a new iPhone because of "accidental damage", which was caused by an Apple employee.
     
  2. Lucbert macrumors regular

    Lucbert

    Joined:
    Dec 8, 2008
    #2
    The whole case sounds kind of wired.
    Is there really no way to get the stuck piece out of the jack?

    For me it's hard to tell if it was your fault or not. You should never have the headphones attached when you have the iPhone in your pocket and your not listening to music.
    But headphones MUST definitely not break that easily.
    Try another Apple Store or call Apple Support.
     
  3. spazattack674 macrumors regular

    Joined:
    May 17, 2006
    Location:
    Boston
    #3
    Yeah, you could claim that the set of headphones are bad, which would be covered under the iPhone's warranty, if they are the headphones that came with the iPhone.
     
  4. jonb83 thread starter macrumors newbie

    Joined:
    Jan 2, 2009
    #4
    See, I'm not sure if the iPhone headphone's are covered under warranty or not tho. The broken headphones are the headphones that came with the iPhone.

    Here's what happened....

    I had the device in my coat pocket. I took it out while it was still playing music. I disconnect the earphones from the device. About a hour later I get a phone call and I can not hear from the receiver. I investigate why it is like this and found out that the tip is broken off and can be seen inside of the Headset jack.

    How can this possibly be my fault? Apple's own earphone jack broke off into Apple's iPhone, simply by disconnecting it smoothly.
     
  5. jonb83 thread starter macrumors newbie

    Joined:
    Jan 2, 2009
    #5
    I've been looking up some ways to try to take it out but I don't want to void the warranty in any way. But, the employee from the 1st Apple store I went to, the one that initially wanted me to exchange it, took a tool inside the Headphone jack and was twisting.

    One of the ways I liked which I may or may not do is cut the end of a q-tip, slightly dip the flat end of it into epoxy, let it settle and dry up onto the broken piece, and hopefully pull it out like that. It's tempting, but I don't want to end up getting epoxy dried up inside the headphone jack because then it really is my fault.
     
  6. spazattack674 macrumors regular

    Joined:
    May 17, 2006
    Location:
    Boston
    #6
    No, they are definitely covered. I have had them replaced under warranty, free of charge. I agree with the previous statement of calling Apple Care, someone should be able to help you. Or you can try another Apple Store if there are any that are close to you aside from the one you went to first.
     
  7. jonb83 thread starter macrumors newbie

    Joined:
    Jan 2, 2009
    #7
    Yeah but with by calling Apple Care I would most likely have to mail in my phone, wouldn't I? That is something I really don't want to do as I don't have a spare.

    I might go take the 2 hour trip back to the 5th Avenue NYC Apple flagship store and see the person who initially offered me the exchange, but I'm afraid that when they look up my account information on their system it would show up that I tried to get an exchange and was denied one because of "accidental damage".
     
  8. spazattack674 macrumors regular

    Joined:
    May 17, 2006
    Location:
    Boston
    #8
    Yeah I wouldn't want to be without mine for any amount of time ;). I've found that the Genius Bar experience is variable. I go to the Boylston Street store in Boston fairly often, and went there to have the headphones replaced, which was a huge ordeal with the genius I was speaking with. Conversely, I went to the Apple Store in New Hampshire, and got my phone replaced without any trouble. So, it largely depends on what kind of person you're dealing with when you have an issue like yours that could be considered Apple's fault, or could be considered accidental damage. You may find more luck at the larger store, but judging by my experience, it's not always so. But, if you get the genius you spoke to in the first place, he will most likely replace it for you, I assume.
     
  9. Lucbert macrumors regular

    Lucbert

    Joined:
    Dec 8, 2008
    #9
    IT'S their fault. Go to the store again and tell them to replace it. If they refuse to do that call Apples hotline.
    If they refuse to help you might want to just tell them lies. Just tell them your iPhone drops calls. They will instantly send you a replacement.
     
  10. jonb83 thread starter macrumors newbie

    Joined:
    Jan 2, 2009
    #10
    Spoke to Apple tech support on the phone. The person was trying to get me to go to my local Apple store and have it looked at there, but I told them that I work 70 hours a week and don't want to spend my 1 day off driving 1 hour away to somewhere I dont want to really be when I can spend that 1 day off with my kids.

    The truth is I have off this entire week, the nearest Apple store is 20 minutes away, and I don't have any kids, lol.

    They are overnighting me a new phone, then I send back this POS.
     
  11. gjw4u macrumors 6502

    Joined:
    Dec 2, 2008
    Location:
    Switzerland
    #11
    Nice to hear that this issues got sorted out for you, and that you will be getting a new iPhone.
     
  12. spazattack674 macrumors regular

    Joined:
    May 17, 2006
    Location:
    Boston
    #12
    That's good to hear. Glad they handle the iPhone replacements like that, too.
     
  13. dtprkr macrumors newbie

    Joined:
    Apr 9, 2008
    #13
    Did Apple put a $399 hold on your a credit card in order for them to send you out a replacement? A similar incident happen to me with the headphone jack, the Apple tech said to either take it back to the apple store or he could place a $399 hold on my card and send me out a replacement. The hold was effective until they received my phone.
     

Share This Page