My iPhone 4 screen cracked again yesterday. I got it replaced 2 months ago but out of my stupidity I left the phone naked and was jogging the iPhone slipped out of my pocket and cracked.
I knew about the $149 charge that Apple will ask if I wanted a replacement. So I went to my local Apple Store. I had to sign up for an appointment which was at 6:20PM. I waited until it was time went in. The Genius asked me for the iPhone, saw the cracked screen and went through all the talk about the cost and asked if I wanted AppleCare+. I said no.
Now this is where I got a little confused. I don't know how this out of warranty replacement works. But all I knew is that the Genius saw my name on this iPhone. He went in the back and grabbed an iPhone told me to come over to the checkout to purchase the replacement. As I was about to swipe my credit card I noticed it said 16GB instead of the 32GB my iPhone 4 comes with. He said no this is what it says under your information. Then look at the information he is talking about and it turns out to be somebody else's. I said this isn't my information and if you plug the iPhone 4 into the computer it will come up with my serial number and that its a 32GB iPhone 4. He says sorry and he plugs the iPhone in and then says I will be right back and goes in the back to get a 32GB iPhone 4. He comes back out and says I got the 32GB but I need manager approve for this. He goes over to his manager and they walk in the back and then they both walk out. The manager walks away and the Genius guy comes to me and says we cannot replace your iPhone because it was tampered with. I said tampered. He said "According to the serial number it doesn't match up with what it says in the system. So we can't replace it." I'm like "are you serious?" He said "yeah". I'm like "I got this replaced 2 months ago. So how in the world could I tamper with it?" No response. I was so pissed that I didn't even want to talk to the manager so I left.
I called Apple directly through the 1-800 number to get a understanding. The employee Hank ran my information and saw my account and said that your name is timed to this iPhone so I don't see the problem. But there could be a situation with this particular iPhone because when Apple takes the busted old iPhones. They take the motherboards out and replace them with new external pieces and that particular motherboard is tied to the previous owner information. So I'm like okay at this point. He then gives me an case number and an appointment for today to go back to the Apple Store and talk to the manager and if anything was to happen revert to his name (Hank) and the case number and have them call Apple 1 800 themselves to get it situated.
So I check my iCloud mail. I find out the same email address that I gave him for my replacement was used that same day for someone else's replacement. It's like they didn't even clear the information when I left. So I have someone else's receipt and AppleCare+ information on my email and there name is under my email. Are you serious?
I never had this happen to me after the 2 replacements I have owned previously. But when a Genius accuses me of saying I tampered with my own iPhone. The iPhone they gave to me two months ago its enough to get riled up.
So today I'm going to go in and get this straighten out. I am bringing my netbook in to show them the emails. The case number and the name of the Apple rep I talked to on the phone. I don't have a back up phone at the moment so I will have to settle for this replacement. I have 2 upgrades available at the time for my Verizon lines. So I will use one to get the new iPhone when it releases next month.
Has this happened to anyone before and is the above about the motherboards true? And should I be upset?
I knew about the $149 charge that Apple will ask if I wanted a replacement. So I went to my local Apple Store. I had to sign up for an appointment which was at 6:20PM. I waited until it was time went in. The Genius asked me for the iPhone, saw the cracked screen and went through all the talk about the cost and asked if I wanted AppleCare+. I said no.
Now this is where I got a little confused. I don't know how this out of warranty replacement works. But all I knew is that the Genius saw my name on this iPhone. He went in the back and grabbed an iPhone told me to come over to the checkout to purchase the replacement. As I was about to swipe my credit card I noticed it said 16GB instead of the 32GB my iPhone 4 comes with. He said no this is what it says under your information. Then look at the information he is talking about and it turns out to be somebody else's. I said this isn't my information and if you plug the iPhone 4 into the computer it will come up with my serial number and that its a 32GB iPhone 4. He says sorry and he plugs the iPhone in and then says I will be right back and goes in the back to get a 32GB iPhone 4. He comes back out and says I got the 32GB but I need manager approve for this. He goes over to his manager and they walk in the back and then they both walk out. The manager walks away and the Genius guy comes to me and says we cannot replace your iPhone because it was tampered with. I said tampered. He said "According to the serial number it doesn't match up with what it says in the system. So we can't replace it." I'm like "are you serious?" He said "yeah". I'm like "I got this replaced 2 months ago. So how in the world could I tamper with it?" No response. I was so pissed that I didn't even want to talk to the manager so I left.
I called Apple directly through the 1-800 number to get a understanding. The employee Hank ran my information and saw my account and said that your name is timed to this iPhone so I don't see the problem. But there could be a situation with this particular iPhone because when Apple takes the busted old iPhones. They take the motherboards out and replace them with new external pieces and that particular motherboard is tied to the previous owner information. So I'm like okay at this point. He then gives me an case number and an appointment for today to go back to the Apple Store and talk to the manager and if anything was to happen revert to his name (Hank) and the case number and have them call Apple 1 800 themselves to get it situated.
So I check my iCloud mail. I find out the same email address that I gave him for my replacement was used that same day for someone else's replacement. It's like they didn't even clear the information when I left. So I have someone else's receipt and AppleCare+ information on my email and there name is under my email. Are you serious?
I never had this happen to me after the 2 replacements I have owned previously. But when a Genius accuses me of saying I tampered with my own iPhone. The iPhone they gave to me two months ago its enough to get riled up.
So today I'm going to go in and get this straighten out. I am bringing my netbook in to show them the emails. The case number and the name of the Apple rep I talked to on the phone. I don't have a back up phone at the moment so I will have to settle for this replacement. I have 2 upgrades available at the time for my Verizon lines. So I will use one to get the new iPhone when it releases next month.
Has this happened to anyone before and is the above about the motherboards true? And should I be upset?