Genuis bar visit for iPhone issue: What to expect?

Discussion in 'iPhone' started by JoJoCal19, Jul 2, 2007.

  1. JoJoCal19 macrumors 65816

    JoJoCal19

    Joined:
    Jun 25, 2007
    Location:
    Jacksonville, FL
    #1
    I have an appt tomorrow at the Genius bar at my Apple store here in Jacksonville, FL. The earpiece speaker on my iPhone sounds tinny and crackly when the volume is more than halfway up. It appears to be bad.

    What will Apple do? Will they replace it with a brand new unopened one, send it out for repair or send it out and send me back a refurb iPhone?
     
  2. diamond.g macrumors 603

    diamond.g

    Joined:
    Mar 20, 2007
    Location:
    Virginia
    #2
    There is a good chance they will try to repair it. Or at least I think that is what is likely to happen.
     
  3. janey macrumors 603

    janey

    Joined:
    Dec 20, 2002
    Location:
    sunny los angeles
    #3
    if they replace your iPhone, tell them to shove it if they give you a hard time if you forget to take the original box. i wasted god knows how much time returning a retarded box only to find out it's not actually apple policy (contrary to what one genius and a store manager said) to bring the old box with you for an exchange.
     
  4. JW008 macrumors 6502

    Joined:
    Apr 29, 2005
    #4
    I did one at the JAX Apple Store yesterday (Sunday). It went VERY smoothly and ended up replacing it with a brand new one. I opened it up right there in store and activated the new one.

    All in all it took ten minutes.
     
  5. JoJoCal19 thread starter macrumors 65816

    JoJoCal19

    Joined:
    Jun 25, 2007
    Location:
    Jacksonville, FL
    #5
    Thanks for the info! I hope my appt goes smooth. Its obvious that the earpiece is defective. I just hope if I get a new one it has no issues like dead pixels or anything else.
     
  6. adamjohn98 macrumors member

    Joined:
    Jun 5, 2007
    #6
    I am going to exchange mine tomorrow. So you activated the new iPhone in the store yourself, did you do this with their computers at the genius bar? I ask because my iMac is also going in for service tomorrow and I will not be able to use it to activate the replacement iPhone.
     
  7. j/k/Andy macrumors regular

    Joined:
    Jun 5, 2007
    #7
    I have had few trips to the 'Genus Bar' and would suggest first off to be friendly, explain your issue and listen to the response, they want to help you.

    Be firm but never rude or condescending, getting them to confirm the issue is the first step toward getting it fixed. They do few repairs on site and will most likely send it off to a repair center. Good luck.
     
  8. marksman macrumors 603

    marksman

    Joined:
    Jun 4, 2007
    #8
    I would be wary of anyplace where they referred to themselves as geniuses. :)
     
  9. angrygolfer macrumors 6502

    Joined:
    Jun 25, 2007
    Location:
    PA
    #9
    I am not sure, but if its within the 14 day return policy (and obviously it is) they should just exchange it for a new one. I would push for that otherwise your stuck without a phone until it comes back:(
     
  10. badtzmaru macrumors 6502

    Joined:
    Jul 1, 2007
    #10
    they are more than willing to swap you a new one.
     
  11. chrissurra macrumors member

    Joined:
    Feb 9, 2005
    #11
    I had to return my iphone today, the video would not play and came out all garbled. The genius said they had heard of this issur but never seen it. All the geniuses crowded around to see it. They immediately told me that they would replace it.

    The swap took about 10 min. All in all I was out in about an hour and now have a flawless iphone well flawless except for finger smudges :)
     
  12. adamjohn98 macrumors member

    Joined:
    Jun 5, 2007
    #12
    Thanks for sharing, so by swapped out, you mean they activated the replacement iPhone for you? Also, does anyone know if the iPhone backup in iTunes can be used to restore replacement iPhones?
     
  13. snahrl macrumors member

    Joined:
    Jul 1, 2007
    #13
    So will they take an exchange AFTER the 14 days are up? My apple store is completely sold out of iphones and i dont know when ill be able to exchange it.
     
  14. chrissurra macrumors member

    Joined:
    Feb 9, 2005
    #14
    Yes they take the sim out of the old one, put it in the new one. You then connect it to itunes and it contacts AT&T to activate the new phone. Then it restores all your previous settings.

    I had a problem with the mail settings so I had to delete them and retype them, other than that it was simple and painless.
     
  15. JW008 macrumors 6502

    Joined:
    Apr 29, 2005
    #15
    I have an iMac and a PowerBook and when I went, I brought my PowerBook so that if I had to reactivate it, I could do it through one of my own computers. As it turned out, it really wasn't that big of a deal to reactivate. BUT, you do have to reactivate it through iTunes yourself--the geniuses cannot do it for you.

    It took 30 seconds and all that it really needed for the reactivation was my Apple ID. I bet you could ask to use one of the display Macs to reactivate it (or maybe one of the Genius Bar MacBooks).

    When I got home I restored the iPhone so that it's "main" computer was my iMac.
     
  16. JW008 macrumors 6502

    Joined:
    Apr 29, 2005
    #16
    Yes, when I got home I restored my iPhone and after it went through that process, it asked it I wanted to use the backup info from my old iPhone. I said yes, and there hasn't been any problems since. (At least, no problems with the actual data---I did have a software hiccup earlier today where I had to restore it once again)
     
  17. adamjohn98 macrumors member

    Joined:
    Jun 5, 2007
    #17
    Thank you very much for clarifying that info, I am glad to know that the restore process worked well. Hopefully my store will have some 8GB's in stock!
     
  18. chiefillini macrumors regular

    Joined:
    Oct 28, 2006
    Location:
    Chicago, IL.
    #18
    I had to do an exchange as well today due to a defective speaker. No volume with anything. I also took in my mbpc2d just in case. I would recommend for anyone doing an exchnage to do this.went very smooth.
     
  19. elistan macrumors 6502a

    Joined:
    Jun 30, 2007
    Location:
    Denver/Boulder, CO
    #19
    I got a new phone due to my old one's broken wifi. Very pleasant process (well, did have to drive home to get the old box.) With service like that - well, my current laptop is working just fine, but my next one will be from Apple.

    Activation of the new phone, like others said, was a <1 minute process. (Only issue is that I had made some contact updates earlier in the day, and neglected to sync the phone with my laptop so I loss those particular changes.)
     
  20. brasscat macrumors 6502

    brasscat

    Joined:
    Jun 9, 2007
    Location:
    Dallas, Texas
    #20
    I'm starting to wonder about the durability of these phones...
     
  21. jtkellertx macrumors member

    jtkellertx

    Joined:
    Mar 10, 2004
    Location:
    The Wooodlands, TX
    #21
    I think most of the issues above weren't due to durability but just DoA from the get go.
     
  22. JoJoCal19 thread starter macrumors 65816

    JoJoCal19

    Joined:
    Jun 25, 2007
    Location:
    Jacksonville, FL
    #22
    Its no different than when brand new models of cars come out. There will always be some issues with brand new 1st gen of anything. And just think, people pay upwards of $30,000 for a car only to have stuff recalled on it and they dont get swapped out for new ones.

    I did not bring my box and they had better not give me flak for it. I will kindly let them know I just dropped $642 on one of their phones in addition to the thousands Ive already spent on Apple products and if they want to not swap my phone over a $2 box then I will never spend another dime on an Apple product. Also since there are so many people in there looking at and buying the new iPhone they really do not want to cause a scene regarding a broken iPhone and bad service. That would be bad for business :cool:
     
  23. janey macrumors 603

    janey

    Joined:
    Dec 20, 2002
    Location:
    sunny los angeles
    #23
    go for it :D

    the genius and his boss did give me some trouble over not having the box (and later lied about it when confronted about it earlier today...) but in the end, I just got a sweet discount off my next Apple Store purchase because of all the hassle I went through because of one dinky box. Quick <3hr response too. I was impressed by Apple today.
    you should write an email to sjobs@apple.com detailing this right now, including serial numbers, stores you went to, and the names of the people who helped you. the box is not part of apple iPhone repair/exchange policy whatsoever, and I complained about it because it wasted so much of my time, and got a sweet discount for my next purchase out of it. It was preposterous that geniuses and managers are pushing this nonexistant policy on others, I'm not sure where it's coming from, but regardless, they shouldnt've made you go back for that box.
     
  24. Turkish macrumors 6502

    Joined:
    Jan 12, 2007
    #24
    Might just be easier to bring the box? How hard is that?
     
  25. janey macrumors 603

    janey

    Joined:
    Dec 20, 2002
    Location:
    sunny los angeles
    #25
    Maybe you care to know more about the situation.

    I had an iPhone that was going to be exchanged for another one, and I was told by two employees that I absolutely needed to bring back the box, despite telling them (among various other reasons) that not only was it infeasible to bring back the box the same day as the store was going to close in less than an hour and it would literally take that much time just to get out of the parking lot, but also that I didn't have the time to do the whole process until days later when it might be questionable if the store even had 8gb iPhones in stock (right now, they don't have any..). But because I had already spent so much time on this and I am already here I might as well take home a replacement because they did have one available (although not soon after, much to the frustration of some customers).

    Why didn't I take the box with me if I knew I was going to the genius bar? I made the concierge appointment at a different apple store after I was told there that I should get that looked at, and I didn't have much time to go back home for the box given that there was so little time to go to the genius bar and get my problem dealt with before closing time as is, let alone if I went back home for the box. Apple never gave me a hard time about the box ever, so I assumed this would be the case with the iPhone.

    The third employee who helped me thought the whole thing was BS and outright told me that I shouldn't bring it back because he never asked for the original box from the customers he dealt with earlier who also didn't bring their boxes for whatever reason, and he had never heard of such a thing either. I should have listened to him, because it turned out that they used the new box for the old phone in the 15 or so hours between the time I left the apple store with the new phone and the time I came back with the old box.

    Virtually everyone else, including the manager who called after I complained about the issue to executive relations, said they never require the original box.

    Hence, why should I go back home and spend an additional hour to bring back a box with a particular sticker with a particular serial number on it if they have NO problem using the new box with the old phone? Apple Stores have almost no issue with people who forget to bring or lost receipts/proof of purchase. They also have no problem doing this for other Apple hardware. Why was the iPhone an exception?

    Obviously if you are in a situation where it is possible to take the box with you, it would not be a bad idea. But when you are not, for whatever reason there is, there's no reason for any Apple employee to make you go get the box.
     

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