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I am shocked by Apple's customer service and close to contacting a lawyer

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ss957916

macrumors 6502a
Original poster
Jun 17, 2009
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My six week old 3GS has suddenly died. Dead. Nothing. Apple phone support admit it's kaput and that I need a new one. But it's not that simple.

They want me to send it back to them and wait five working days for my replacement - meaning I'm without a phone for five days more than I think necessary. They refuse to send the replacement FIRST even though I've offered my card number as a guarantee. I suggested going to a store instead (even though my nearest is about 100miles away) but they said I can't do that because the replacement is a 'special replacement one' that has no box. Sounds like a refurb to me, even though the support guy denied it.

Furthermore, when I bought the 3GS (in an Apple Store), the attendent recommended I have a matte film for the front - I agreed and he put it on, charging me £14.99. When I asked if the replacement will come with a replacement film (as it shows on my receipt), the guy said no and that Apple don't recommend using protective films and that they wouldn't supply one or refund my £14.99.

I'm livid. This all just sounds wrong to me - they're just not interested in keeping me happy. And let's keep perspective - I spent hundreds of pounds on an iPhone just SIX WEEKS AGO.

Rubbish.
 
I find it hard to believe that they wont send you out a replacement before having yours sent in. Most places do this, literally to keep the customer happy.
Are you on contract though? This is the only reason why I could see they would deny you a replacement prior to having the dead one back.

Also, sending a 'special replacement' with no box? Come on, why don't they just tell you it's a refurb like its obviously going to be.

I hope you can get something sorted with them, I think I've been quite lucky not to ever have any problems with my iPhone or service.
 
kAoTiX said:
I find it hard to believe that they wont send you out a replacement before having yours sent in. Most places do this, literally to keep the customer happy.
Click to expand...
It's Apples policy to offer to either send you the iPhone first and they will place a hold on your credit card or you can send yours first and there will be no hold and you'll be without a phone for appx 3 - 5 days.
Also, sending a 'special replacement' with no box? Come on, why don't they just tell you it's a refurb like its obviously going to be.
Click to expand...
They have iPhones that are brand new but are designated as replacements that they send in a special box ( a box with no accessories ). This doesn't mean it's a refurb.

I find it very hard to believe that they didn't offer to send you the phone first with a credit card hold, it is their policy to offer this service. Call them back and you'll most likely get the help you need. It sounds like you got a new ( confused ) rep.

You can also go to Apple.com/support and schedule a Genius Bar appointment. They'll take care of you there and replace it right there. If they give you a hard time say you've traveled 160 km and most likely they'll replace.

Finally, screen protectors aren't covered. I found this out after purchasing 3 sets at 15 quid. I then purchased an InvisibleSHEILD and they will replace it for free as much as I want. You're actually lucky they installed the protector for you, that's against their policy.

Try again ... and really, a lawyer? Stop being so dramatic.
 
what kind of film is it? most of the better ones (ones that aren't applied with liquid) can be put from one phone to another - carefully, to ensure minimal dust transfer.
 
these special replacements are at the Apple Store. When mine broke (me dropping it) I made an appointment with a genius, showed them the problem and paid £119 for a new phone.

It was in a brown box and he said they were all refurbs but have been fully checked by Apple and carry the same guarantee.

Surely you can just go into your Apple store and do the same obviously without paying?
 
philgilder said:
what kind of film is it? most of the better ones (ones that aren't applied with liquid) can be put from one phone to another - carefully, to ensure minimal dust transfer.
Click to expand...

This is true! I forgot to mention this. If it's the kind I think it is ( The only kind Apple sells in their store, POWER SUPPORT ) you can just remove it by using a piece of scotch tape on the front of the film to remove it and then replace it on the new phone. Just make sure you're in a lint free environment.
 
Are you really going gaga over £14.99?

Just send in the phone, it doesn't work anyway or arrange a meeting at one of the Apple Stores to get the phone exchanged.
 
xbuddycorex said:
It's Apples policy to offer to either send you the iPhone first and they will place a hold on your credit card or you can send yours first and there will be no hold and you'll be without a phone for appx 3 - 5 days.
Click to expand...

Not true in my case.

And I'm not accepting a refurb when I paid for a brand new phone.
 
hhmmm not to party poop but the guy is just following protocol and doing his job. Sure it sucks but getting angry and sueing them isnt going to solve it. See if you can talk to somebody higher up and see how u go.
 
Pressure said:
Are you really going gaga over £14.99?

Just send in the phone, it doesn't work anyway or arrange a meeting at one of the Apple Stores to get the phone exchanged.
Click to expand...

I'm going gaga because the person who sold the phone to me RECOMMENDED that I buy it. Now the phone has gone wrong (rendering the cover useless) Apple are saying they recommend NOT using covers. So I was cheated out of £15 and either want that refunded or want them to replace it.

When I questioned why they don't recommend it he said it has a scratch resistent screen. So I asked if he'll replace my replacement phone should it scratch after taking his advice not to use a protective cover.

The answer was no.
 
ss957916 said:
When I questioned why they don't recommend it he said it has a scratch resistent screen. So I asked if he'll replace my replacement phone should it scratch after taking his advice not to use a protective cover.

The answer was no.
Click to expand...

you cant play that dumb. apply some common sense. its scratch resistant, not scratch proof. are you the same person that sued mcdonalds for serving you a hot cup of coffee?

i'm sorry you're having issues with your phone, but it would be much better to go in to a store. book an appointment and see someone in person and make a fuss in the store if they don't swap your phone. you've more chance of getting a result there than on a forum.
 
I had to jump through hoops when my 3G started rattling as I live in the UK and I bought my phone in NZ. After 4 phone calls to different Vodafone and Apple stores Apple were still unable to provide me with an address to ship the phone to in NZ and required me to send it to a friend who could take it in themseleves.

Fortunately this was not too much of a hassle for me as I had a friend in NZ who had to replace his phone recently so knew exactly where to take it. Pain in the ass for those who dont have someone to ship it to.
 
Winni said:
Believe it or not, but not everybody was born with a golden piss pot under their bed and many people consider 15 quid an amount of money.
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Yeah, and paying a lawyer is going to cost a lot more than that screen protector.


As for getting a refurb, how are you going to know? They are exactly the same as a new iPhone, your warranty carries over to the refurb, and they have been tested by Apple. Unless they slap some big sticker on there that says "refurb", you will have no clue. Also, it says right in the warranty that Apple has the right to replace your phone with a refurb.
 
stridemat said:
these special replacements are at the Apple Store. When mine broke (me dropping it) I made an appointment with a genius, showed them the problem and paid £119 for a new phone.

It was in a brown box and he said they were all refurbs but have been fully checked by Apple and carry the same guarantee.

Surely you can just go into your Apple store and do the same obviously without paying?
Click to expand...

I made an appointment with the Genius Bar here in Fairfax for an 11 month old 3G iPhone. It was swapped out without question. I was stunned.
 
Yeah Apple service as always been top notch with me too. Just go in and see a genius they will try their best to help you. They even took off the screen protector of my old broken phone and put it on my new one!
 
I understand the OPs anger at not getting a replacement faster or a temp unit but to expect a new unit when you do get one is a little unrealistic.

I don't know of too many companies that will give you a device after using the original for months. You may not like it, but that's life

As for the protective screen, that seems a little nit picky on both sides. From apple, they should just give it to you, but being livid over not getting it is a little over the top imo

As for contacting a lawyer, good luck, but they are providing support so you'll have a hard time proving your case. Plus you'll spend more money on the lawyer then its worth.
 
I work in the phone industry in the UK for a completely different major company (not for O2 or Apple).

While I appreciate the position that you're in if you were with us there would be no way that we would allow you to have two phones at the same time - under no circumstances.

Also, no way at all would you get a brand new, out the box, fresh, replacement either. Not after six weeks.

I understand how you feel but what Apple is doing/offering is actually BETTER than what my company would do unless you were a Business Customer.
 
ss957916 said:
They refuse to send the replacement FIRST even though I've offered my card number as a guarantee.
Click to expand...

You know, that sounds rather strange for me... Every single time I've asked for a replacement, Apple either first sent me a new item and them collected the old one, or did it in one go. I really dig the way their support works...
 
Either wires have been crossed or you have been unlucky and got the agent that was not performing to Apples usual standard!

In my case i have had my iPhone 3G swapped out twice the first was due to bad 3G reception and the other due to dead pixels!

on both occasions i was offered the option of having the replacement sent and me returning the U/S unit with the driver or going to the Genius bar at my local Apple Store :apple: i opted to exchange at the store as i only live 15 mile away, I walked in at 9pm and walked out with my replacement at 9:20pm, they do supply refurbished units after 14 days as this is market standard but the refurbished units are equivalent to a box fresh unit! when they are refurbished they don't just exchange the faulty part they overhaul it completely so it is like new, case, screen, guts etc!

Personally i can't fault the service :D try and get that service from another supplier :cool:

Hope you get it sorted soon, might be an idea to try and ring them again!
 
Why should apple replace the film. It didn't come witht the phone. How about apple charge the op $15 for returning a modified phone.?
 
What's so bad about refurbished iPhones? they have a new battery and outer shell, so they look and perform brand new. Plus when you bought the iPhone you agreed to the service agreement saying tat should the phone has an issue, Apple will replace it with new or refurbished parts.
 
If it were me, I would just ignore the phone call and drive straight to the Apple store. They will take care of you that very day, no waiting for one to arrive in the mail, no credit card hold, just hand you another one. The exterior case of the phone is replaced on the refurbs, so the exterior is new and would be as a new phone.
 
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