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
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
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
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
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