iPhone recall repair refused by "support"

[AdonisSMU]

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.

Shocker.

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Thats what Im doing here.

As opposed to something like Twitter and FB where everyone can see it?

 

[aplcore]

May I make a suggestion. Try calling Apple Support on the phone get them to confirm the problem and then they call your local store and speak with a Genius. This is what I did with my Apple TV. I had all kinds of WiFi issues and then looked up any known issues. Took it to an Apple Store and they told me to pound sand because it was out of warranty, but barely. I Googled at the store about this specific issue. A MacRumors post came up for my problem and there was a deeply buried post somewhere about serial numbers that were affected. Mine was in that list. So I again showed it to TWO managers who said there were no recalls with my product. Called Apple Support, and yes there were issues and they kind of were vague about whether mine would be covered because my WiFi had specific behaviour. The support guy finally called the Genius who walked out with my replacement from the back. They were kind of pissed because they knew this should have been replaced but the managers ran interception on the ATV. TLD: Always keep after them and they will eventually work with you if it is reasonable, but you need to call corporate. The stores want to basically keep costs low and deny you service unfortunately.

 

[itjw]

People need to get a grip. If you are THAT unhappy with the policies of a company: STOP BUYING IT'S STUFF. If you just buy it anyway, even if they do stuff that makes you take to the internet kicking and screaming, they will never bother changing because why would they?

They are NOT in this to provide a good customer experience.

They are in this for your $$$.

Do I find it hard to believe that that's "all" that's wrong with your phone? Yup. Does it matter? Not really, because Apple already decided it was, and even if I think you are 100% in the right, you still get NOTHING.

Sell it, buy something else with the proceeds, and move on to something that makes you happier. Clearly that isn't Apple. It's really ok. They'll survive.

 

[Artvandeleh]

View attachment 499133

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

It looks like your phone has drop damage on the corner... Hard to tell for sure, but it appears like more than normal wear and tear.

As for the dock; the genius did the sleep wake button test on mine while in the dock. It's the method by which they confirm the contact that has failed. There's a left right and center contact. They use a slim tool that slips between the housing and the button to test each individual contact. Judging by the damage I can see from the picture, this may be part of the reason they refused it.

It does suck that you're not getting the issues they identified as needing replacement honoured. I do agree with another poster that you may be coming across as condensending, but that's no reason to not honour the repair. I think you caught the wrong person on the wrong day and now you've been flagged

Try going to an official repair 3rd party shop. I think they are also authorized to process these recalls.

Don't question the system, but understand it and work it. Best of luck!

 

[trssho]

Your phone looks pretty rough. The frame appears damaged, and that would make it difficult to disassemble without breaking the glass. Hard to tell for sure by the pic you posted, but I categorize that as a gouge at best.

 

[Atomic Walrus]

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.

The reason people suspect deception is because it does happen on these forums. A post starts with someone saying, "Apple refused to replace my phone which has this issue that's not my fault," and before long we find out that the person melted their phone in a nuclear reactor and is trying to exchange an inanimate lump of aluminum. You could end the speculation with a single photo of the phone from a bit farther away if you felt it was worth it.

I'll assume you're being 100% honest because I don't personally think you're hiding the exploded bottom end of that phone off camera. Anyway let me give you some advice from a... spectrum disorder person? *******? Socially awkward.. you get the idea.

My hypothesis: You were not being nearly as pleasant as you think you are, and the tech you interacted with got tired of dealing with you and used an excuse that they knew would hold up pretty well to get rid of you. There probably is some threshold of damage above which Apple will not execute repairs, and that assessment is likely subjective so the tech isn't going to get in trouble for turning you away. Obviously this tech was also being unpleasant (and unprofessional, especially by tying to upsell you while supposedly doing tech support), but the interaction got out of hand and now this happened.

You're not likely to get any help from phone support because they're going to defer to the tech who actually saw the phone. At this point you need to put it in the hands of a different Apple tech and hope that they're allowed to make their own assessment instead of also deferring to the original verdict.

When you get there do whatever they ask, including removing the protective films even if it is stupid (it is). You're not going to get anything by arguing with the person who has the power to approve or deny your repair, just like you won't get anything from being sarcastic/unpleasant with other people who have terrible jobs.

 

[dejo]

Mod Note: Thread has run it's course.