genius bar appointment - need tips

Discussion in 'iPhone' started by troyhouse, Nov 20, 2013.

  1. troyhouse macrumors 6502

    Joined:
    Jan 3, 2010
    #1
    i have iphone 5, bought last year, device only from apple store. it has lately been crashing, have completely wiped and setup new, and also losing battery very fast.

    i have setup genius bar appointment, for the 1st time, and wanted to get some tips and ideas on how to approach genius, so i can get replacement.

    any tips and ideas are appreciated.
     
  2. s15119 macrumors 65816

    s15119

    Joined:
    Nov 20, 2010
    #2
    Just be nice, poltite, honest and make your case. I and many others have found them to be very accommodating.

    Good Luck.
     
  3. cyks macrumors 68020

    cyks

    Joined:
    Jul 24, 2002
    Location:
    Westchester County, NY
    #3
    Is your phone under warranty? If so (as mentioned), be nice, polite, and honest and you'll likely get a replacement without issue.

    If your phone is no longer under any warranty, be all of the above and don't demand, feel entitled, or even expect them to simply hand you a free replacement- and they might just surprise you.

    Also, don't try to make a sob story for yourself. They've already heard far too many and far worse ones and they'll already see that it's your first time there from their own records.
     
  4. Applejuiced macrumors Westmere

    Applejuiced

    Joined:
    Apr 16, 2008
    Location:
    At the iPhone hacks section.
    #4
    Be honest and polite and just describe the issues you're having.
    It's not hard to get good service and customer support with Apple.
    You will be fine.
     
  5. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #5
    You don't need any "tips" to get a replacement if it's under warranty.

    But if it's no longer under warranty and you bought it with a credit card that mirrors the 1 year warranty, file a claim with the CC company.
     
  6. eastamherstbias macrumors 6502

    Joined:
    Mar 18, 2012
    #6
    Wipe the device to Factory so they can't pull the logs. Tell them that you have been having issues for a month or so and you lose battery very fast. That you already reset the device once and the problem still persists so you reset it again and brought it in. Usually they will just swap it out if it is under warranty.
     
  7. zunairryk macrumors regular

    Joined:
    Mar 8, 2009
    Location:
    Vancouver, BC
    #7
    This was true in the past but not anymore. I was having some dropped calls on my iphone. So I reset the phone, brought it to apple store and was told that they need to confirm the issue before they could replace it. So I was told to come back in a few days so they can see the logs.

    Also, if you have a bad battery they will simply swap the battery on the spot. They have become a lot more strict from my experience. I remember they used to replace the whole device even for minor issues without having to confirm. That was a nice perk of owning an apple device. Oh well. Still not bad though. At least I don't have to ship my product and must have a receipt or something that a lot of companies require.
     
  8. Asuriyan macrumors 6502a

    Joined:
    Feb 4, 2013
    Location:
    Indiana
    #8
    It really all depends on who you talk to and where. And I'm honestly impressed at any store having the ability to perform extensive repairs on a walk-in basis.
     
  9. scaredpoet macrumors 604

    scaredpoet

    Joined:
    Apr 6, 2007
    #9
    If he's having crashes, the logs will actually HELP his situation, so wiping them won't really serve a purpose.

    In any case, if the OP is sending diagnostic info to Apple, they already have the logs and can pull them.
     
  10. akron0488 macrumors member

    Joined:
    Nov 21, 2013
    #10

    Actually it just depends on who you get. If you have the logs they might say, "do a restore then bring it back." If you've recently done a restore they might say, "there isn't enough data on the logs to confirm the issue, use it a while and then bring it back."

    Kind of a catch 22, and an annoying one at that. Just make your appt. for 10 min prior to closing. That'll usually get you a new one.
     
  11. troyhouse thread starter macrumors 6502

    Joined:
    Jan 3, 2010
    #11
    thanks for all the wonderful tips. my phone is under warranty.

    i was not planning to wipe the device before the appointment, but it seems its better to do that, so i will wipe the device, and stick with crashing and battery losing charge issue description (which i am experiencing).

    btw, any chance that they will replace ip5 with ip5S ;)
     
  12. Tyler23 macrumors 603

    Tyler23

    Joined:
    Dec 2, 2010
    Location:
    Atlanta, GA
    #12
    None whatsoever. Would be nice, though.
     
  13. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #13
    It's better not to wipe it before taking it in and allow them to check it out in its current state (as well as get essential usage data). You can always wipe it on the fly if they agree to replace it. Settings > General > Reset > Erase All Contents and Settings. Be sure to unlink Find My iPhone, FaceTime and iMessages before you wipe it.
     
  14. Applejuiced macrumors Westmere

    Applejuiced

    Joined:
    Apr 16, 2008
    Location:
    At the iPhone hacks section.
    #14
    Sure, just ask them.
    They might give you the keys of a brand new Benz too:D
     
  15. Rocko1 macrumors 68020

    Rocko1

    Joined:
    Nov 3, 2011
    #15
    No. And you wiping it and restoring as new will fix as many of the IOS7 issues as it can. They won't replace anything without doing that.
     
  16. eastamherstbias macrumors 6502

    Joined:
    Mar 18, 2012
    #16
    Nope you don't want to help the situation. The more knowledge the more they start doing a rundown of solutions. Usually the geniuses are overwhelmed with people. If you are nice and have no logs they will just swap it out. I have done this three times to quick and satisfactory results.
     

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