iPhone 5 - black version scuffs (merged)

[bob24]

My iPhone5s were not as bad as some that I have seen online. However when they boast about a design that is the best. "Remarkable precision with which its been build". Why should I pay £529 and expect anything less than perfect, at least out of the box. If I dent and scuff it my self that's fair enough.

The only remarkable thing is the shocking quality control.

How did Apple not notice this problem during prototyping?

Yes fully agreed. Mine was more "poorly assembled" than "damaged" (small part/ of the black coating was much lighter in colour in the areas where the aluminum is in contact with other materials, probably due some pressure to force the parts together during the assembly). Given the 699 GBP price tag for my phone, this is not something I can accept (keeping in mind that it is not far from twice the price of the most expensive smartphone from any other brand ... I would feel like a fool to keep it). I just got my money back as I decided to also wait and see people's feedback after a few weeks regarding the durability (same thing, for that price, I expect a product which will not look ugly after a month of normal use, which Apple delivered before, and I am not sure about this time).

I think part of the problem is that I am not paying that amount to show off, but to have the phone with the best compromise of innovation, design (looks and usability) and build quality on the market. I used to be a core customer for Apple and they have always delivered what I wanted in the past few years, but lately I feel they are looking for quick and easy profit based on their brand appeal more than the products. They have also quietly increased the price of many products by intruding on new more expensive version instead of replacing the old one by a new one with the same price (for example 64gb iPhone or MacBook Pro where they kept the lower spec version for the same price and introduced the new one which cost more than previous generations... In the past they would have dropped replaced the 16/32 gb iPhone line and instead introduced a 32/64 gb line for the same 2 prices as the previous one). I really don't want to switch to something else, but if they keep going that way they will eventually lose me.

 

[Rakeem]

I imagine that's the sort of surface hardness the Apple design team had in mind when they chose sapphire for the lens cover, not the soft aluminum.

Could be true, according to this Hardness scale, oxidate (anodized) aluminum is almost hard as diamonds.

http://dwb4.unl.edu/Chem/CHEM869E/C...ome/Dentistry.lib/Dental_tables/Mohshard.html

 

[besweeet2]

So how would one go about ordering a replacement online?

 

[Sebby]

I've just received a replacement. My original (scuffed) was a week 35 black & slate 32GB. My new one is a week 36 and on first inspection it appears to be perfect.

 

[Rakeem]

What the heck.?!

Phillip Schillers respond to the scuffs and marks on the iPhone 5.


"Any aluminum product may scratch or chip with use, exposing its natural silver color. That is normal."


Source:
http://9to5mac.com/2012/09/25/apple...-for-aluminum-products/phil-schiller-email-2/

 

[lentini]

What the heck.?!

Phillip Schillers respond to the scuffs and marks on the iPhone 5.


"Any aluminum product may scratch or chip with use, exposing its natural silver color. That is normal."


Source:
http://9to5mac.com/2012/09/25/apple...-for-aluminum-products/phil-schiller-email-2/

He says the truth, it's normal.

The question he was asked didn't mention anything about box fresh phones though.

 

[Sneakyfox]

What the heck.?!

Phillip Schillers respond to the scuffs and marks on the iPhone 5.


"Any aluminum product may scratch or chip with use, exposing its natural silver color. That is normal."


Source:
http://9to5mac.com/2012/09/25/apple...-for-aluminum-products/phil-schiller-email-2/

Oh dear :|

 

[Gix1k]

What the heck.?!

Phillip Schillers respond to the scuffs and marks on the iPhone 5.


"Any aluminum product may scratch or chip with use, exposing its natural silver color. That is normal."


Source:
http://9to5mac.com/2012/09/25/apple...-for-aluminum-products/phil-schiller-email-2/

damn!! That sucks!! Looks like they aren't owning this issue.

 

[Rakeem]

He says the truth, it's normal.

The question he was asked didn't mention anything about box fresh phones though.

Yeah, but why do they use Aluminum then, if it is normal that it scratches? And why does Apple declare that the iPhone 5 is produced with a "remarkable precision" and with a high quality?

 

[egraphixstudios]

I dont know why everyone is on about. Apple advertised it with the scuffs etc..

 

[pittman87]

Yeah, but why do they use Aluminum then, if it is normal that it scratches? And why does Apple declare that the iPhone 5 is produced with a "remarkable precision" and with a high quality?

Because aluminum is durable (not scratch proof), lightweight, and cheap. It allows them to create thin, light, durable, and beautiful products. Apple has never advertised with any of their products that use aluminum (MacBooks, iMacs, iPods, iPads, and iPhones ) that they are scratch resistant. Deal with the fact that on a product that gets a ton of use that it's going to scratch and scuff.

 

[KeanosMagicHat]

What the heck.?!

Phillip Schillers respond to the scuffs and marks on the iPhone 5.


"Any aluminum product may scratch or chip with use, exposing its natural silver color. That is normal."


Source:
http://9to5mac.com/2012/09/25/apple...-for-aluminum-products/phil-schiller-email-2/

Assuming this is real, that is a scandalous reply!!!

He has completely lost touch with the real world if he thinks people can afford to fork out hundreds of pounds/dollars for a supposedly premium quality product & find that it damages (during what would be considered normal use) over the course of a single weekend!

He should apologise immediately

Total joke.

It can't be real, surely?

 

[kazpod]

So I called apple and they are sending an exchange for the phone. Was told they would put a temporary authorization for the full retail price of the phone $749 and that's it. The rep said they were waiving the shipping fees as the issue was out of my control.

Looked on my bank account few minutes after the phone call and I have a temporary authorization of over $920!

I realized its just a temp authorization but seriously....

 

[Peligrozo]

It would have been more interesting to see the response if he had mentioned that the phone came scuffed out of the box. That's the real issue here as I see it.

 

[mcinally]

Received my phone yesterday with a couple of scuffs, but I couldn't care less, it's bound to happen anyways.

 

[bitslap47]

The email sent to Phil was pretty vague. Of course aluminum will scratch.

I can pretty much guarantee his email does not apply to:

1) Out of box damage
2) Premature failure (within a few days or weeks when handled with care) of the coating/flaking

 

[bob24]

Because aluminum is durable (not scratch proof), lightweight, and cheap. It allows them to create thin, light, durable, and beautiful products. Apple has never advertised with any of their products that use aluminum (MacBooks, iMacs, iPods, iPads, and iPhones ) that they are scratch resistant. Deal with the fact that on a product that gets a ton of use that it's going to scratch and scuff.

It has been said before, but the issue is not to know whether they are completely scratch resistant; but more what is their tolerance level before looking ugly compared to other phones. Of course everybody agrees that the fact that a phone can be intentionally damaged with a knife doesn't make it a bad product, but on the other hand it it looks obviously scratched out of the box or after a few days of normal use, that is a bad product. No previous iPhone has ever been that scratch prone, including the original aluminium iPhone (I used mine - with care but without a case - for two years and sold it almost as new with very limited apparent scratches; and I have very limited confidence in being able to achieve the same thing with a black iPhone 5).

In the list of products you are quoting, only the coloured aluminium iPods can compare and all the other ones are more scratch resistant (or at least make the scratches less obvious). Moreover as you said a phone is THE device you have with you all the time and as it is small it is the most prone to be dropped or abused. I think it should be a reason to make it the damage resistant device in Apple's product line, not the other way around.

 

[darster]

Stopped by my local verizon store to look at the iphone 5. Looked at display models, both black and white and no scuffs whatsover and they have been on display since the 21st.

 

[KeanosMagicHat]

The email sent to Phil was pretty vague. Of course aluminum will scratch . . .

It doesn't matter whether it specifically referred to out of the box damage or not, a premium product as Apple markets the iPhone 5 should not (in the course of normal usage) become damaged over the course of one weekend.

The email clearly mentions that it is an iPhone 5, so Mr Schiller would have known it was merely a few days old.

Arrogance, that's what it is.

. . . In the list of products you are quoting, only the coloured aluminium iPods can compare and all the other ones are more scratch resistant . . .

That's absolutely correct and Apple ended up paying out over $22 million in compensation to aggrieved customers in this case.

 

[yanki01]

just got mine as apart of the 2nd batch, week 38 (last week) F2 factory & i have 2 minor chips but nothing that will get my OCD to kick in. im a happy camper with this one.

 

[enophi1]

So I called apple and they are sending an exchange for the phone. Was told they would put a temporary authorization for the full retail price of the phone $749 and that's it. The rep said they were waiving the shipping fees as the issue was out of my control.

Looked on my bank account few minutes after the phone call and I have a temporary authorization of over $920!

I realized its just a temp authorization but seriously....

Apple are sending me a new one out but said they won't hold any money on my card, they trust me to send the other one back.

That's a first for a company in my book, they almost never do that. She said if I were to keep both there's not much they can do about it. But I assured her I am not a thief (which I am not) and I wouldn't do that, I would send the other one back. I don't need two iphones!

 

[bitslap47]

It doesn't matter whether it specifically referred to out of the box damage or not, a premium product as Apple markets the iPhone 5 should not (in the course of normal usage) become damaged over the course of one weekend.

The email clearly mentions that it is an iPhone 5, so Mr Schiller would have known it was merely a few days old.

Arrogance, that's what it is.

I understand your point, but I respectfully disagree... I've dealt with Phil personally twice. Unless he has changed, which I suppose is possible, he is very reasonable about these types of things and a nice guy. Like I said I am very sure he had the impression that the email was saying the aluminum scratches more readily than the glass iPhone versions. It will.

I am confident if he were sent an email saying it was damaged out of box, he would say no problem just return it for exchange.

If the email said the coating was flaking off prematurely when handled with extreme care or coming in contact with soft cloths/surfaces, he would likely have said the same but had you dealt with by AppleCare so they could do a capture and have the item analyzed for a process issue.

 

[KeanosMagicHat]

. . . I am very sure he had the impression that the email was saying the aluminum scratches more readily than the glass iPhone versions . . .

But . . . after . . . one . . . weekend !?!?!?!

He offers no follow-up, no one else to contact, no solution whatsoever & merely makes a glib comment about aluminium. Not a good response.

 

[EltonT]

How do I check when my iPhone 5 was produced? I have a 64GB White with a tiny dent above the silence switch.

 

[bob24]

I understand your point, but I respectfully disagree... I've dealt with Phil personally twice. Unless he has changed, which I suppose is possible, he is very reasonable about these types of things and a nice guy. Like I said I am very sure he had the impression that the email was saying the aluminum scratches more readily than the glass iPhone versions. It will.

I am confident if he were sent an email saying it was damaged out of box, he would say no problem just return it for exchange.

If the email said the coating was flaking off prematurely when handled with extreme care or coming in contact with soft cloths/surfaces, he would likely have said the same but had you dealt with by AppleCare so they could do a capture and have the item analyzed for a process issue.

Yes he doesn't give me the impression of being an arrogant person either.

But on the other hand, he is not stupid and he must know people are discussing the fragility of the coating on websites and forums like Macrumors (and it was also published on some mainstream media).

So I doubt he didn't get the question right. I think it is more damage control and denial. A bit the same as the "other phones also have a death grip" answer provided by Apple to the antenna-gate (which maybe they did, but clearly not as obviously as the iPhone 4; similarly to the same as the scuff issues of the black iPhone 5 in my opinion).