I will be apple customer for life

[kentsydney]

Apple and other manufacturers may be forced to cover defects and issues by law (and rightly so). My treatment from Apple is that I tell them what's going on, and they generally replace the item without issue. I've never mistreated my kit, and anything that has gone wrong has been rectified. The most difficult part has been sometimes having to wait to see someone when the Genius Bar has been busy and running over time. Not really a huge issue - the overall experience has always been great.

Compare that to the service many other companies offer - especially here in the UK - and even where they are liable, they refuse to take responsibility. Although the manufacturer offers a warranty, in the UK it is the company that sells you something that is really responsible. But those companies sometimes try and force you to use the manufacturer's warranty (even though legally they can't do this) - and the manufacturers sometimes are just extremely slow or unhelpful, as they know the seller is responsible under UK law. Unfortunately retailers rarely train their staff in basic consumer law, and tell them to refer customers to manufacturers, and you get stuck in a loop.

I've spent many hours trying to get faulty kit (TVs, graphics cards, guitars, washing machines) replaced or repaired, been given the run around by retailers (and occasionally manufacturers or extended warranty providers too), told to live with faulty kit (including those down to design faults), failed to be given calls back, and had to produce proof of the law and fight so many times when I shouldn't of had to. A lot of people I know would have given up in some cases I've been through, and I'm guessing that there are those that do.

Yes, you're right - a manufacturer (or retailer in the UK) should resolve things - as a matter of moral duty, and due to legislation covering faulty goods - an no-one should consider that a faulty phone (or other item) isn't replaced automatically.

The reality is very different - and compared to a lot of other companies I've dealt with, when something's gone wrong Apple have been a joy to deal with.

Yes

Apple and other manufacturers may be forced to cover defects and issues by law (and rightly so). My treatment from Apple is that I tell them what's going on, and they generally replace the item without issue. I've never mistreated my kit, and anything that has gone wrong has been rectified. The most difficult part has been sometimes having to wait to see someone when the Genius Bar has been busy and running over time. Not really a huge issue - the overall experience has always been great.

Compare that to the service many other companies offer - especially here in the UK - and even where they are liable, they refuse to take responsibility. Although the manufacturer offers a warranty, in the UK it is the company that sells you something that is really responsible. But those companies sometimes try and force you to use the manufacturer's warranty (even though legally they can't do this) - and the manufacturers sometimes are just extremely slow or unhelpful, as they know the seller is responsible under UK law. Unfortunately retailers rarely train their staff in basic consumer law, and tell them to refer customers to manufacturers, and you get stuck in a loop.

I've spent many hours trying to get faulty kit (TVs, graphics cards, guitars, washing machines) replaced or repaired, been given the run around by retailers (and occasionally manufacturers or extended warranty providers too), told to live with faulty kit (including those down to design faults), failed to be given calls back, and had to produce proof of the law and fight so many times when I shouldn't of had to. A lot of people I know would have given up in some cases I've been through, and I'm guessing that there are those that do.

Yes, you're right - a manufacturer (or retailer in the UK) should resolve things - as a matter of moral duty, and due to legislation covering faulty goods - and no-one should consider that a faulty phone (or other item) isn't replaced automatically.

The reality is very different - and compared to a lot of other companies I've dealt with, when something's gone wrong Apple have been a joy to deal with.

yes here in Australia still I've taken things back with out of box failures and have been given the run around too. Most companies are pretty bad to deal with probably because you buy them from a shop which is not the manufacturers shop so straight away there is no link.

 

[the caveman]

Don't get me wrong, but these are the stories Apple wants to see in forums and social media so they can send 20 other people home with nothing.
What bugs me is this double standard that treats people differently having the exact same issue.
You can look up stories were people exchanged 5 phones for basically cosmetic nonsense, while other people have heard nothing but "you mishandled your device".
I have spent thousands of Euros since 2006, but my opinion towards Apple has changed dramatically.
They can not afford to be lenient because they sold so many devices.
People trying to get iPhone 5s exchanged after years to get a new display and battery to get a better price on ebay.
I know that Apple is certainly not the only one to blame, but praising Apple for their customer service because of a single personal good experience is a little naive.
Sorry if I sound bitter, but it's not all good here. People should not generally conclude Apple hands out new hardware for free.

I respect that. I will say this though, while certainly not true for everyone, i have been an apple customer long before the iPhone craze of 2007 and apple has always treated me right. Back in the day of santarosa MacBooks where nvidia had a faulty chip, the 8600GT, wasnt even apples fault but they replaced the motherboard for free years after warranty ran out.

 

[F1Mac]

Apple still producing the iPhone 6+ last month knowing it would no longer be offered for sale after September 7th ... I find this comment highly suspect.

But they're still producing, and selling 6s/s+

 

[normanfox]

after buying iphone 4 from AT&T and dealt with their return process 6 years ago, I only purchase from apple since.

I concur with OP. my experience with apple service is very pleasant, compared to other companies.

Recently my old iphone 6+ had speaker issue. Apple charged $60 to fix it but then replaced it with another phone since they can't fix it. a week later, the replacement phone had touch disease, I brought it in apple store with a video to show the issue, they replaced with another phone.

being able to bring a phone to local store with an appointment and having it fixed with a pleasant service worth the premium price.

 

[44267547]

Just want to share my experience of taking my 2 year old 6 plus which had become unusable because of touch disease into s Sydney Apple Store .

It had become useless and had started phoning people and playing random music.

Yesterday I took it into my local Apple Store and from what I'd read waS fearing a $500 bill.

But they tested it and without any prompting or protestation on my part they said we will exchange for a new phone st apples cost. It's just on the two year mark since I received it.

I looked up the serial number and it was made last month so its not reconditioned.

So I'm extremely happy with my new 6 plus and will get the 8 next year then the 9, the 10.

Apple with service like this I will buy your stuff for life.

When you received your new iPhone, was it sealed and in the original box with all the accessories included?

 

[esteli]

thats what i like about apple,first time i call them for nothing they answer the phone soooo fast !! i hope apple will continue to serve us like we are queens and kings.

 

[dsr2]

I had a similar experience with a local apple store but with an ipod. My dd's ipod was past the end of it's warranty and was having issues. I was fully ready to shell out for a totally new one without argument. When I got to the store, they said even though it was past the warranty date, they simply replaced with a a refurbished one at no charge. May not have given her a zillion years of use, but gave her plenty til she traded up to an iphone. No complaints with Apple's customer service.

 

[kentsydney]

When you received your new iPhone, was it sealed and in the original box with all the accessories included?

No the genius got it from the thin boxes and took off the clear protector strips

Ok maybe it's reconditioned with new glass and shells but it's beautiful like having a new phone.

 

[sekazi]

Yes maybe it's refurbished but it looks absolutely perfect and I love it.

I'm a long term apple customer ( since 98) and over the years have had a replacement iPad ( which I dropped and broke the glass and admitted it was my fault but they still gave me a new one free of charge) and a replacement 5s which had a camera issue.

I'm always honest in the Apple Store and am never aggressive or demanding and I always get the best service

Apple Refurbished should be called something different. The only refurbished part of that iPhone is the logicboard. Everything else is new.

 

[44267547]

No the genius got it from the thin boxes and took off the clear protector strips

Ok maybe it's reconditioned with new glass and shells but it's beautiful like having a new phone.

It's a replacement device. Likely refurbished. But like you said, new aluminum casing and looks new. As long as your happy. That's all that matters.

 

[kentsydney]

Apple Refurbished should be called something different. The only refurbished part of that iPhone is the logicboard. Everything else is new.

Not that it matters how can you tell/ can I look up serial number? I did this and it sai

It's a replacement device. Likely refurbished. But like you said, new aluminum casing and looks new. As long as your happy. That's all that matters.

the apple work order says

Silver, CI/AR-Singapore

Not sure what it means but I'm very happy and being reconditioned is a good thing as it's too wasteful to junk perfectly good material