iPhone recall repair refused by "support"

Discussion in 'iPhone' started by TxAv8r, Sep 29, 2014.

Thread Status:
Not open for further replies.
  1. TxAv8r, Sep 29, 2014
    Last edited: Sep 30, 2014

    TxAv8r macrumors newbie

    Sep 28, 2014
    My i5 serial number IS included in the Apple recall of BOTH the battery and the Power Button.

    Apple "Genius" at the apple store tried a variety of different excuses to refuse to perform the recall repair but eventually said that since my phone has SCRATCHES….on the exterior of the metal body frame….they would not be able to send the phone in for repair. My only option was to upgrade my phone. This was only one of several ludicrous attempts to evade responsibility and make a remarkably simple repair. I even pointed out the problem of telling an increasingly unhappy customer that the only way to resolve a faulty product is to tell them to buy a newer product.

    I left the store and contacted apple support online. After TWO HOURS AND SIXTEEN MINUTES of chatting with a rotating variety of support specialist and being mysteriously disconnected a few times….a "Senior adviser" (who has never seen me or the phone) declares that the "Genius" was correct and that the terms of the recall specifically state that ANY DAMAGE AT ALL to the phone will absolve Apple of responsibility for the repair.

    I reiterated that the alleged "Damage" was a SCRATCH on the metal frame which in no way effected performance or reparability. The "Senior adviser" said that the policy says "any damage".

    I argued that was like GM recalling a quarter million cars for a bad ignition switch but then saying that if there was any scratch in the paint, they didn’t have to fix the switch. The "Senior Adviser" said….that's the policy.

    If ya think I’m making this stuff up, PM me and I will happily send you the chat transcript that I havent posted here because I dont want to be thought a "spammer. Here is a TINY excerpt to give you a hint of the sort of "support" being provided by Apple (the rest is even better) :

    Me:eek:kie dokie....lets review for a second: lets use a recent example just to keep it "current". GM Recalls a quarter of a million cars due to faulty ignition switches. But in your scenario...if the cars paint is scratched....they dont have to resolve the problem with the ignition switch.

    Me:do I have a good grasp on your logic?

    Me:scratched body....absolves the battery AND the power button

    AngeloI get where you are going with this Cole however damage would not be covered under the regular warranty of the device.

    Me:goovy....I dont want the damage (scratches) repaired.

    Me:I want the faulty battery and faulty switch repaired

    AngeloI understand that, under the repair program, a damaged device can not be setup for repair without cost.

    Whats the point of this rant? Apple continues its rapid decline in customer loyalty and business ethics. This sort of arrogance is understandable if you are the only player on the field (years ago) but is simply idiotic when there are increasing numbers of increasingly viable competitors on the same field. In fact...this arrogance is WHY there are so many viable competitors.

    As I said MANY times in my various conversations with "support" and with the "Genius".....I have absolutely no issue with the phone problems. I know that (Stuff) happens and things dont go as they were planned....thus the recall. But I am LIVID over the pathetic "support" they are providing to resolve KNOWN ISSUES.

    It would have taken less time, and thus less money, to actually perform the repair than it did to spend 136 minutes telling me that they wouldn't do it...because of SCRATCHES
  2. TxAv8r thread starter macrumors newbie

    Sep 28, 2014

    Here is a photo of the scratch which Apple says disqualifies the phone from being covered by their BATTERY and POWER SWITCH recall.
  3. Ramio macrumors 6502a


    Sep 13, 2011
    Houston, TeXas
    Call apple support and speak with someone and explain what happened and how you're not happy but be nice. You might have better luck.
  4. Jalopybox macrumors 6502a


    Nov 13, 2012
    Start hitting them on social media. Post a better pic of your damage. Make a stink, loud and clear.

    It's ridiculous to exclude a 2 year old phone from a recall of internal parts for cosmetic 'damage'.
  5. legioxi macrumors 6502a

    Mar 2, 2013
    When I took in my 5 for a switch replacement, they didn't bother me about scratches on the phone. I'm pretty sure the back had a dent too (not sure if that was fixed from this or during an AC+ swap). This was back before the 5S came out though, so it's been a while.
  6. lke macrumors 6502a

    Jun 19, 2009
    Publish more photos of your iphone I want to see it from all sides. After this I can send what do I think about your issue
  7. TxAv8r, Sep 30, 2014
    Last edited: Sep 30, 2014

    TxAv8r thread starter macrumors newbie

    Sep 28, 2014
    I did all of that.
    I ran the serial number.
    I made the appointment.
    I made it to the appointment on time.
    I sat and waited for 45 minutes BEYOND my appointment time before a "Genius" had time to get to me.
    The "Genius" then has difficulty getting the phone to fit into an Apple Charging dock. And says that they cannot run diagnostics on the phone if it wont fit in the dock. We debate that for quite a while. I point out that none of the other "Geniuses" are walking around with a charging doc. She then says: "Because they arent doing what Im doing, I wouldnt tell you we have to have a charging dock if we didnt actually have to have one. But I will be happy to upgrade you since you are eligible." I then point out that we have used iPhones since the very frist generation…this isnt our first time to the apple store…isnt our first time to need diagnostics…but it is the first time I have EVER seen a "Genius" carry one let alone demand that it be the ONLY way to run diagnostics.
    Then she changes excuses and says: "Well, we have to remove the screen protector anyway." We argue about that for a few minutes. She says that they cannot replace the battery or the switch if it has a front or back invisible shield protector. BUt again she says that they will be happy to upgrade us since we are eligible. I ask her if she has youtube and has ever seen how the iphone is disassembled, and if so could she explain what possible relevancy the screen protector has to replacing….anything.
    Then she changes excuses again and says: "well…we cannot send it in for the power button replacement because of this scratch, and points to the side of the body of the phone. No cracks. No dents. Just a SCRATCH. Then she says, but we will be happy to upgrade you since you are eligible.

    Our interaction with the Store "Genius" took 7 minutes (after waiting 45 minutes past our appointment time). During that 7 minutes she told us 4 times that we needed to upgrade since we were eligible.

    Oh…and to top it all off….the charging cradle being absolutely necessary to run diagnostics…
    The very first thing apple chat support did was send me a text message with an embeded script. When I replied to the text message, it included my phone diagnostics and they verified that I needed a new battery and button. All without connecting it to a charging dock…or a lightning connector…or bluetooth…or wifi…or ANYTHING. They did it by magic.

    I guess my "Genius" didnt attend the "quickeneing" on how to perform phone diagnostics. Or she just REALLY didnt want to have to hold the phone


    As my Original Post states....I spent 2 hours and 16 minutes dealing with Apple "Support" AFTER I left the store. I explained the situation very patiently and professionally and that accomplished nothing...also as I stated, I will be happy to send you the transcript of the session.

    The photo I attached is the best angle for seeing the scratch. If there were better angles I would have sent them. I have no reason to try to diminish the nature of the scratch. The Store "Genius", and the Apple "Support" Senior Advisor both said that their policy says that they dont have to do anything if there is ANY damage.
  8. TxAv8r thread starter macrumors newbie

    Sep 28, 2014
    Ive worked in phone centers. I've done public relations much of my life. I fully understand that if you're an *******....the person on the other side of the counter will do everything possible NOT to help you. And I understand that if you are nice, the person on the other side of the counter will bend almost any rule to find a way to help you.

    Thus, I ALWAYS start out being nice. I start out being funny. I start out being understanding. But many people interpret pleasantry as being uncommitted or easily dissuaded; neither of which applies to me. And when those pleasant approaches prove to be ineffective, I have no choice but to change my approach in search of an approach that may be more effective. And whenever I get escallated to someone else...I ALWAYS start from scratch being nice...funny...pleasant.

    Until it proves to be ineffective.

    They wont help you if they dont want to. I know that.

    If they truly want to help you , there is very little that they cannot do for you.

    The trick is figuring out how to help them WANT to help you.

    But once they draw the line in the sand...the dance stops and the fight starts.
  9. Jalopybox macrumors 6502a


    Nov 13, 2012
    So this being said. What do you hope to accomplish posting here? Do you want some advice beyond the obvious?
  10. cynics macrumors G4

    Jan 8, 2012
    The problem is the fine print. You'd need a qualified attorney to verify it against local laws and regulations but its probably pretty solid on there behalf.

    What generally happens is the employee for whatever reason has to doesn't want to just do his job. Finds and easy out and uses it. Then phone support needs to stick by what he/she said.

    I've seen it a thousand times on here. Person has bad experience at the store and then phone support says their is nothing they can do. The way to work with Apple is if you have a bad store experience is go immediately goto a different store if possible.

    I had a friend get his power button replaced and that phone was a complete mess, covered in scratches and dents. The annoying part is they initially sold you a phone with defective parts and they have know that now they are using a loop hole as the pretense for it being ok they sold you a defective product.
  11. AdonisSMU macrumors 603

    Oct 23, 2010
    Social media is your friend. If you feel that strongly go on the record about the level of support you've received for your defective battery issue. It's almost impossible not to have any scratches on a 2 year old phone with the slate that was known for being easily scratched.
  12. pooleman Suspended


    Jan 11, 2012
    Eastern CT
    My iPhone 5 had scratches on it they still did the recall and replaced the battery and the camera while they were in there. I would take it to a different Apple Store and show it to a tech or genius. You may have better luck.
  13. kerrikins macrumors 65816

    Sep 22, 2012
    Wait - why didn't your phone fit in the dock? This part is confusing me. Is your phone twisted or something that would prevent it from being put in?
  14. alent1234 macrumors 603

    Jun 19, 2009
    find another store and be nicer
    my wife had this done and took the phone out her otterbox tank case to be inspected for water damage, etc and they replaced her battery in the store. took around 90 minutes
  15. TxAv8r thread starter macrumors newbie

    Sep 28, 2014
    I was unaware that a motive was a prerequisite for participating in a subject forum. I guess my hope had been to make other consumers aware of diminishing ethics from a company that tries to create the impression of being personable...ethical...and rational. Remember the commercials....all touchy feely. I guess we needed high-def to make out the the touchy-feely part requires a bit of Vaseline.

    In fact....I think I specifically answered the "Whats the point of this post"....in my post.



    Thats what Im doing here.
  16. ventmore macrumors 6502a

    Jul 13, 2008
    I remember hearing on a podcast, that if you had problems getting a solution through the normal apple channels, then you need to be calling Apple "Customer Relations". They apparently have the power to overrule Applecare, and generally do everything in their power to make you happy......within reason.
  17. noisycats macrumors 6502a


    Jun 1, 2010
    The 'ham. Alabama.
    Just my take on reading your words, you may come across more condescending than you realize. I'm sure in your mind you are being fun, and friendly, and charming, but that may not be the interpretation from the other side.

    Try it again, making every effort not to argue every single point or saying things such as "okie dokie" or "do I have a good grasp on your logic".

    I don't think you are as 'nice' in your communication as you think you may be.

    And don't flame me, I'm just pointing out what I see. And you are the one not getting the service I truly think you are owed. It may be time to look in the mirror.
  18. TxAv8r thread starter macrumors newbie

    Sep 28, 2014
    The "genius" couldnt get the phone to fit in the dock. She said it was due to the fact that the phone has an invisible shield protector on the front and the back.

    The phone isnt bent or twisted or warped or dented or discolored or stinky or furry or any other conceivable descriptor other than a Black i5 with a 3mm long scratch near the mute switch.

    I put it on a dock every night...usually in the dark...no problems at all.

    But, again, the point of the "Dock" aspect of the story is a Genius telling me that the Dock is required to perform diagnostics on a phone....then Apple Support running diagnostics via a TEXT message without having to connect ANYTHING...and taking less than a minute to figure out: Golly-Gee...you need a new battery and power button. To which you struggle with all of your might to avoid firing back with something unpleasant, and you merely say..."yeah I knew that two days ago. Thats what started this whole mess and thats why I am talking to you."
  19. julesgold macrumors regular

    Sep 23, 2014
    Call Apple Customer Relations and also make sure to post this on their Facebook and Twitter. They will most likely help you. I would also try at a different store. Some "geniuses" don't want to help you because they don't want to do their job I've seen it happen before.
  20. 0007776 Suspended


    Jul 11, 2006
    The iPhone 5 did have some bending issues as well, I know one person who had the recall refused because there was enough of a bend in it from use that Apple didn't want to risk doing more damage opening it up. My guess is there is more to this story than the OP is saying.
  21. TxAv8r thread starter macrumors newbie

    Sep 28, 2014
    I actually appreciate your observation and I acknowledge the possibility if not even the probability that my patience runs thin. Which is why my wife (psychologist) has had a majority of the interaction and I only step in when her REMARKABLE pleasantry is ineffective and she gets so P-O'd that she cant restrain her more creative vocabulary (think Deb from "Dexter).

    But...yes....I understand perception is reality and that I may not be perceived as nice as I am trying to convey. But I'm giving it all I've got, Cap'n.
  22. Jalopybox macrumors 6502a


    Nov 13, 2012
    And herein lies your problem. A genuine question evokes a defensive and sarcastic response. I think you should examine how you come off to other people. Ask around, although you may not get a honest response as they will be afraid of your wrath.

    In the end you may not be the smiling furry bunny your perceive yourself to be.
  23. TxAv8r, Sep 30, 2014
    Last edited: Sep 30, 2014

    TxAv8r thread starter macrumors newbie

    Sep 28, 2014
    What possible reason would I have to minimize....or inflate...ANYTHING. There is nothing to gain from anyone here. I dont want anything from yall.

    I guess this has degenerated to the point in any forum thread where the replies wander hopeless off target and the question becomes if further participation has any meaning at all.

    I said it isnt bent or deformed. Believe what you like.


    Again.....Im easily frustrated. The question was answered...before it was asked.

    If the asker had taken their time to read the post that they were asking about...it wouldnt have been necessary to ask the question.

    Im a cute, furry, adorable bunny, dammit! ( Smiley face - joking) Ever been bit by a bunny? Even adorable has an edge when pushed. And this subject has been pushing me for DAYS.


    Two calls from customer relations so far. The first one said, "If it has any damage we cant help you."

    The second one said: "Oh....you are posting all of this in four different forums and filed a complaint with the Better Business Bureau. Could you send us a photo of the phone?"

    A "genius" not wanting or knowing how to do their job is unfortunate, but understandable in the large scheme of things. Staffing issues happen. But I've now been through 7 people on 4 different theoretical levels of "Support" and they all seem to deffer back to the original "Genius" interpretation of the scratch being "Damage that prevents repair"

    There are always weak links in any chain. But when the chain is made of weak links, I call it a noodle.
    I just want them to use their noodle.

    Im not looking for a free phone. I dont want anything other than the battery and the power button replaced....as per their recall. Seems pretty simple.
  24. kerrikins macrumors 65816

    Sep 22, 2012
    Okay, no need to be so defensive, you might want to add that to the original post :) I was just wondering why it didn't fit.

    I'd go to a different store and try your luck there.
  25. scaredpoet, Sep 30, 2014
    Last edited: Sep 30, 2014

    scaredpoet macrumors 604


    Apr 6, 2007
    Participation in a forum is generally two-way. I think it's pretty valid to ask what you want from others here. Advice, I guess?

    You could post a message and and expect us all to just nod our heads in agreement, but then the thread would fall pretty rapidly into oblivion since it would be inactive past your rant.

    If there's one thing I've learned in this forum, it's that there's two sides to every story. A scratch is definitely not something that Apple should refuse a repair over. And in fact, many other people here, myself included, have personally seen Apple Geniuses repair recalled iPhones, and even non-recalled iPhones under warranty, with plenty of scratches and scuffs on them.

    I even watched while a friend of mine brought in an iPhone that had obvious corrosion on the connector, a missing connector pin and pretty sizable dents. The Genius did hem and haw about the damage this phone went through, and gave a gentle lecture about being more careful with her phone, but ultimately processed a replacement for the bad sleep button and battery.

    Why the above two things (and many others) happened as they did, and yours went totally differently, is anyone's guess at this point. It may be that we were polite but firm about it. Who knows.

    I'm sure you were an absolute joy for the Genius to interact with. :rolleyes:


    Quite the contrary: This is a conundrum and we're trying to get to the bottom of why Apple support is treating you differently from others in similar circumstances. Seems right on topic to me.

    Well, can we see a couple pictures of the entire phone, in better lighting? I'm sure that will put to rest any doubts about the condition of the phone and you won't have answer further questions from doubters if you post some good pics. That one edge shot you posted so far is kinda hard to make out, being so dark and all, so naturally the skeptics will raise issue with that.

    Also, if I could be so bold: From what little I CAN see on that pic, there looks lot be less of a single scratch, and a lot more of pitting and deformation that is more consistent with a pretty hefty scrape across a rough surface, like concrete or pavement. Not to say that this would disqualify the phone outright from getting repaired - again, the lighting on the pic is pretty bad so this is just a stab in the dark. Better lit pics would help. Just saying.
Thread Status:
Not open for further replies.

Share This Page