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

bluewomble88

macrumors regular
Original poster
Oct 9, 2009
155
27
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?
 

eelw

macrumors 6502a
Sep 19, 2012
631
26
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.
 

D1G1T4L

macrumors 68000
Jun 26, 2007
1,707
80
Savannah, GA
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?
 

movieator

macrumors 65816
Sep 17, 2009
1,158
357
LA, CA
What would actually help us give you any help would be some information about the defect.

Just sayin'.
 

Pluto88888

macrumors regular
Aug 6, 2014
167
0
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?
Just visit the store again and this time make sure you open the box up instore and check for any faults before you leave.
 

617aircav

Suspended
Jul 2, 2012
3,976
818
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?
then take the white box replacement.
 

sheldomacrumors

macrumors member
Sep 22, 2014
98
5
United Kingdom
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.
 

bluewomble88

macrumors regular
Original poster
Oct 9, 2009
155
27
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.
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.

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?
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.

then take the white box replacement.
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.
 

617aircav

Suspended
Jul 2, 2012
3,976
818
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.

Which you can get by going back to the place you bought it, as per the law.
 

D1G1T4L

macrumors 68000
Jun 26, 2007
1,707
80
Savannah, GA
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.
Are you out of your 14 day return period?
 

terraphantm

macrumors 68040
Jun 27, 2009
3,741
557
Pennsylvania
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.
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)
 

iphonehype

macrumors 6502a
Sep 14, 2012
534
111
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.

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
 

D1G1T4L

macrumors 68000
Jun 26, 2007
1,707
80
Savannah, GA
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.
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.
 

bluewomble88

macrumors regular
Original poster
Oct 9, 2009
155
27
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
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.
 

eelw

macrumors 6502a
Sep 19, 2012
631
26
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.
 

iphonehype

macrumors 6502a
Sep 14, 2012
534
111
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.
But you can have a white box replacement is brand new? How much does it cost to visit store?
 

bluewomble88

macrumors regular
Original poster
Oct 9, 2009
155
27
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.
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!?

----------

But you can have a white box replacement is brand new? How much does it cost to visit store?
They aren't brand new.
 

eelw

macrumors 6502a
Sep 19, 2012
631
26
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
 

movieator

macrumors 65816
Sep 17, 2009
1,158
357
LA, CA
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.
 

617aircav

Suspended
Jul 2, 2012
3,976
818
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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