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Faulty iPhone 6, less than a week old. HELP.

B

bluewomble88

macrumors regular
Original poster
Oct 9, 2009
159
42
I got my new IPHONE from the store last week. It is a new replacement for the first which had numerous issues. This new one has a physical defect out the box.

I cannot afford to go back to the store again. It costs a lot and it's far.
I have spoken to Apple on the phone and they aren't helping. They are basically offering me a white box replacement (no way) or telling me to go back to the store. They will NOT let me send this unit to them for a refund and then allow me to buy online a new one. They say all phones bought from the store must be taken back to the store.

What do I do?
I just can't face another long and expensive trip into a store. Surely as one company they can let me send this in?
 
Really don't get why people think they are entitled to a replacement shrink wrapped retail phone. The warranty clearly states you will only get a service unit which might be refurbished. Yes it's an issue brand new out of box. So you have to deal through the retail channel and not warranty replacement. And retail channel requires it you take it back to original point of purchase. Soon you're going to ask to get reimbursed for gas money. Sorry it's not what you want to hear, but this is the situation you have to deal with which clearly you rather just whine about instead.
 
Also if it had a physical defect right out of the box why didn't you exchange it while you were at the store? Why leave and go home?
 
What would actually help us give you any help would be some information about the defect.

Just sayin'.
 
bluewomble88 said:
I got my new IPHONE from the store last week. It is a new replacement for the first which had numerous issues. This new one has a physical defect out the box.

I cannot afford to go back to the store again. It costs a lot and it's far.
I have spoken to Apple on the phone and they aren't helping. They are basically offering me a white box replacement (no way) or telling me to go back to the store. They will NOT let me send this unit to them for a refund and then allow me to buy online a new one. They say all phones bought from the store must be taken back to the store.

What do I do?
I just can't face another long and expensive trip into a store. Surely as one company they can let me send this in?
Click to expand...

Just visit the store again and this time make sure you open the box up instore and check for any faults before you leave.
 
bluewomble88 said:
I got my new IPHONE from the store last week. It is a new replacement for the first which had numerous issues. This new one has a physical defect out the box.

I cannot afford to go back to the store again. It costs a lot and it's far.
I have spoken to Apple on the phone and they aren't helping. They are basically offering me a white box replacement (no way) or telling me to go back to the store. They will NOT let me send this unit to them for a refund and then allow me to buy online a new one. They say all phones bought from the store must be taken back to the store.

What do I do?
I just can't face another long and expensive trip into a store. Surely as one company they can let me send this in?
Click to expand...

then take the white box replacement.
 
Justify the cost of the one trip over the period of time with the device being faulty as you say. The trip is always worth it to get what you pay for which should be a device you see fit for purpose.
 
eelw said:
Really don't get why people think they are entitled to a replacement shrink wrapped retail phone. The warranty clearly states you will only get a service unit which might be refurbished. Yes it's an issue brand new out of box. So you have to deal through the retail channel and not warranty replacement. And retail channel requires it you take it back to original point of purchase. Soon you're going to ask to get reimbursed for gas money. Sorry it's not what you want to hear, but this is the situation you have to deal with which clearly you rather just whine about instead.
Click to expand...

Well, because a little thing called the law states that I'm entitled to a brand new unit if it's faulty within such a short time.

D1G1T4L said:
Also if it had a physical defect right out of the box why didn't you exchange it while you were at the store? Why leave and go home?
Click to expand...

It didn't present itself until a day after I got it home (Friday). The home button is soft and double-clicks when pressing for touch ID. It hasn't been assembled right. I did NOT damage it.

617aircav said:
then take the white box replacement.
Click to expand...

Why should I? I paid for a brand new unit, I therefore expect it to be replaced under consumer law for a brand new unit.
 
bluewomble88 said:
Well, because a little thing called the law states that I'm entitled to a brand new unit if it's faulty within such a short time.







It didn't present itself until a day after I got it home (Friday). The home button is soft and double-clicks when pressing for touch ID. It hasn't been assembled right. I did NOT damage it.







Why should I? I paid for a brand new unit, I therefore expect it to be replaced under consumer law for a brand new unit.
Click to expand...


Which you can get by going back to the place you bought it, as per the law.
 
bluewomble88 said:
Well, because a little thing called the law states that I'm entitled to a brand new unit if it's faulty within such a short time.



It didn't present itself until a day after I got it home (Friday). The home button is soft and double-clicks when pressing for touch ID. It hasn't been assembled right. I did NOT damage it.



Why should I? I paid for a brand new unit, I therefore expect it to be replaced under consumer law for a brand new unit.
Click to expand...

Are you out of your 14 day return period?
 
bluewomble88 said:
Why should I? I paid for a brand new unit, I therefore expect it to be replaced under consumer law for a brand new unit.
Click to expand...

At this point the white box replacements are new units. It'll take a bit of time before the refurbs start coming into the cycle (and even then I think I'd be okay with that. My refurbs have always been better quality than the brand new units)
 
bluewomble88 said:
Well, because a little thing called the law states that I'm entitled to a brand new unit if it's faulty within such a short time.



It didn't present itself until a day after I got it home (Friday). The home button is soft and double-clicks when pressing for touch ID. It hasn't been assembled right. I did NOT damage it.



Why should I? I paid for a brand new unit, I therefore expect it to be replaced under consumer law for a brand new unit.
Click to expand...


The replacement they'll send you using online service will be a brand new unit. You've got options, choose one stop being so fussy
 
bluewomble88 said:
I shouldn't have to at great expense to myself. I've done it once, all I'm asking is an address to send it to for a refund so I can order another online. It's not hard to grasp.



No, I am not.
Click to expand...

So you purchased the original one within 14 days right? Not the replacement. Just want to make sure as if you are in the 14 days just return it and buy a brand new one.
 
iphonehype said:
The replacement they'll send you using online service will be a brand new unit. You've got options, choose one stop being so fussy
Click to expand...

I don't have options. They will not let me send a phone I bought in store to them at all. They just keep saying "go to the store". I can't. It's really far and costs a lot to get there.
 
As I mentioned, you're looking for an retail exchange for your out of box issue. Entirely separate from a warranty claim. The number you called is strictly for warranty exchanges hence why they will offer to replace with a service unit. Only the point of purchase can handle the retail exchange assuming they have stock on hand.
 
bluewomble88 said:
I don't have options. They will not let me send a phone I bought in store to them at all. They just keep saying "go to the store". I can't. It's really far and costs a lot to get there.
Click to expand...

But you can have a white box replacement is brand new? How much does it cost to visit store?
 
eelw said:
As I mentioned, you're looking for an retail exchange for your out of box issue. Entirely separate from a warranty claim. The number you called is strictly for warranty exchanges hence why they will offer to replace with a service unit. Only the point of purchase can handle the retail exchange assuming they have stock on hand.
Click to expand...

Well that's utter BS. Apple is one company. It's not like I bought an Experia from CPW and want to send it directly back to Sony is it!?

----------
iphonehype said:
But you can have a white box replacement is brand new? How much does it cost to visit store?
Click to expand...

They aren't brand new.
 
For us to really get your point, what is this great expense you need to get to this far away Apple Store? Even if you had to drive 100 miles, that's only like $15
 
You have options to get a new phone, OP. If one doesn't make your exact requirements so as to not throw your life in complete and utter turmoil, then oh, well.

----------

And at this stage of the game, a white box replacement is NEW.

They are.

So you have literally been given the option you want, but because you are being so petulant and stubborn for some reason, you refuse to accept it.
 
Op wants to be able to send in the device he bought at a retail location to Apple.com. He has to return it to the retail location, where he purchased the device. You can't return a store bought item by mail. Never heard of this being done.
 
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