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Matz

macrumors 65816
Original poster
Apr 25, 2015
1,112
1,604
Rural Southern Virginia
New iPhone 7, which I purchased for my SO, would frequently drop her side of the conversation during a call. After a couple of calls to Apple, they sent a FedEx overnight box to return the phone. They received it on the 14th, and as of this morning, it's still in 'diagnosis' mode.

I've only had to send a couple of items back to Apple in the past, and my recollection is that the turnaround time was much faster, and Apple simply sent out a replacement device.

When I called on the 20th to check on why it was taking so long, they said they have 'a lot' of that model in for repair. Funny thing is, I've had a 7 for a couple of years (my company-issued phone) and had zero issues.

In the meantime, she has my old 6 to use, but it has issues also.

Ah well.
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44267547

Cancelled
Jul 12, 2016
37,643
42,522
New iPhone 7, which I purchased for my SO, would frequently drop her side of the conversation during a call. After a couple of calls to Apple, they sent a FedEx overnight box to return the phone. They received it on the 14th, and as of this morning, it's still in 'diagnosis' mode.

I've only had to send a couple of items back to Apple in the past, and my recollection is that the turnaround time was much faster, and Apple simply sent out a replacement device.

When I called on the 20th to check on why it was taking so long, they said they have 'a lot' of that model in for repair. Funny thing is, I've had a 7 for a couple of years (my company-issued phone) and had zero issues.

In the meantime, she has my old 6 to use, but it has issues also.

Ah well.
View attachment 812209

Two things:

1.) They may have not diagnosed the issue yet, and they’re trying to replicate it before they make a decision. It’s not abnormal if this repair takes longer than others, keep in mind, it’s also during the holidays and the battery replacement program is coming to an end, and they are likely backlogged with battery replacements.

2.) They received your phone on the 14th, which likely they didn’t even diagnose it that day, which was a Friday, so they may not have had a chance to look at until Monday, which was the next business day, so they potentially only had five business days thus far to diagnose the phone, which isn’t that long of a time frame.
 
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