Getting iPhone X replacement.....

[NemesisR6]

Got my 256GB SG iPhone X at launch. I also got a silver one for my wife. Ordered them through Verizon's app.

About 3 weeks later I started getting occasional "No SIM Card Installed" error/popup on my phone. Would happen a few times a day and got real tiresome when I would get dropped from calls. Placed a call with Verizon and they directed me to the nearest retail store where they replaced the SIM. Seemed to be working for a short while, but I still get the error sometimes.

Called Verizon customer service, and they said they would send out a replacement. Unfortunately they sent me a CLN (certified like-new) device that had a nice-sized scratch on the front glass.

I realize I was just outside of the 14-day return period, but IMHO I should not be getting a "used" unit if I'm having hardware problems within a month of getting the device. This would be like me returning a defective $1,250 big-screen TV and them replacing it with an open-box unit.

I'm still waiting to hear back from Verizon. I've told them I'm not accepting a replacement phone that isn't in the same or better condition than my current phone. Seeing as my phone is as flawless as the day I took it out of the box, that means a new unit.


Would making a genius bar appointment be the better route? My closest Apple Store is over 1.5 hours away, and I have the problem of not being able to "replicate" the error. Pretty hard going to Apple and saying I have a problem and not being able to prove it. It seems to be totally random.

 

[eagleglen]

I’d send the CLN phone back, just say it was defective and ask for another. You don’t need to persuade Verizon it is better or worse than your current phone. As for going to the Apple Store, I seriously doubt they will give you a new phone if you can’t replicate the problem for them.

 

[Cergman]

Phone Apple support and troubleshoot with them. If you still have issues (sounds like you probably will), then head to the Apple store. The calls are logged to your account and can prove to the store that you have been experiencing the issue. I don't think you'd have trouble getting a replacement at the store if you have the calls on your account to prove your issue.

 

[NemesisR6]

I chatted with Apple support online, and after the standard run-through of troubleshooting, they indeed suggested setting up an appointment at a retail store.

Ugh. I hate driving to Orlando.....

 

[NemesisR6]

I found myself in the Jacksonville area this week and made an appointment with the Apple Store there. After a short conversation with them on my issues with the phone (and Verizon's subpar response), they brought out a fresh unit and set it up on the spot. Haven't seen the error since. They used the existing SIM card, so the issue must have been with the hardware in the phone itself.

I've been using iPhones since the 5 came out, and this was the first issue I've ever had. Glad to see that Apple stands behind their product....