How hard is it to get an exchange from Apple on an iPhone

[weddlec]

I was able to get a launch day 4S and have been pretty happy with it except for the fact that the home button is not up to snuff. I am able to completely depress the button and feel/hear it click without it registering the push of it. It causes problems especially when double clicking. There is definitely a problem. I have compared it to 1 other 4S and 2 other 4's. They register every click with minimal effort. Mine takes a pretty hard push past the click to get it to register and many double clicks lead to it just going to the spotlight page.
What I want to do is take advantage of being in my 30-day window and do a full on exchange for a new one. I don't want it repaired or swapped out for a refurb. Does anyone know how that works. I fear Apple will give me a hard time due to my contract with AT&T and the fact that there is a shortage of phones right now. I am fully within my right to return it, I just don't want to lose out on my upgrade discount and not be able to get a new one when more come back in stock.

 

[glhughes]

This seems to depend on where you bought the phone (Apple retail store or apple.com, or elsewhere) and how the person / manager you get at the store feels about it on that day.

I have exchanged my preordered (apple.com) phone twice now for "new" non-retail phones (i.e. "service units") that they have on hand specifically for warranty replacements. In the store they were unwilling to exchange for a new retail box even though I had ordered from apple.com.

My experience indicates that you will most likely be told to return the phone from point of purchase, get a refund, and then re-buy another phone.

 

[weddlec]

I got it from Apple.com So that doesnt screw with your carrier contract discount? What about in your experience

 

[glhughes]

I haven't yet tried to return the phone for a refund so I can't comment on how it affects the carrier discount or contract. I would expect that it would reset back to whatever it was in the past as I believe there are usually 30-day "remorse period" clauses in such contracts but I can't say for sure. Best bet would be to call AT&T and ask.

 

[jenzjen]

Since stocks are still sold out, you'll have to return it and re-order another one. The stock they keep on-hand will be refurbished/service units, which you don't want. Also, if you used an upgrade, you'll have to wait 5-10 days for your carrier to reset your upgrade, so you'll be able to rebuy using the upgrade price.

Basically, you'll be looking at a long wait either way.

 

[spades1412]

or you could just make an appointment with an Apple genius to have the phone looked at. They will most likely replace it with a service unit they have on hand just for replacements. This unit will most likely be a "NEW" unit, although a refurb will have gone through a much greater quality control test than a brand new unopened retail box unit would have.

I've never had a phone replaced, but would have no problem accepting a refurb unit as long as it functions and appears as new. Your warranty remains the same.

 

[hollowplayer]

i rather have refurbished. Got a 4s replacement sent from apple with dead pixel and more severe home button wiggle problem. I think those brand new unit they claimed are returns or exchanges and look brand new.