iPhone Replacing

Discussion in 'iPhone' started by bori, Aug 14, 2008.

  1. bori macrumors member

    Joined:
    Mar 19, 2008
    Location:
    Toronto
    #1
    I made a reservation at the genius bar to get my iPhone 3G replaced because of a few stuck pixels, and a few specks of dust under the glass. The Mac Genius went and got a new one for me from the back, and after activating the new phone, I noticed that there was a big piece of dust under the glass again. But this time it was right in the middle of the screen. So the Genius went back to get another iPhone, and this time he let me check it first. I noticed that the screen was slanted (the left side is higher than the right side), and the wake/sleep button is also slanted, and once again there is one stuck pixel. When I told the Genius about this, all he said was "Well I can't go opening every phone for you."

    So basically he told me to deal with it, and I ended up taking that phone. Should I go in another Apple store and get a replacement? Because the slant in the glass gives a tiny gap between the glass and the chrome part.
     
  2. Mike2128 macrumors 6502

    Joined:
    Mar 8, 2008
    #2
    Ya, go get it swapped. You're (hypothetically) going to have this for two years. Get it resolved now while they still swap out with (hypothetically) new models.

    I had mine swapped out twice already. The first and third were great, second had major light leakage on the sides.
     
  3. bori thread starter macrumors member

    Joined:
    Mar 19, 2008
    Location:
    Toronto
    #3
    Would they let me switch it again? I'm afraid it's going to be the same guy and he's gonna give me attitude again.

    Or should I just wait for the other Apple store to re-open, and go there?
     
  4. shrtmkr macrumors regular

    Joined:
    Mar 10, 2008
    Location:
    the apple
  5. ankushpatel macrumors regular

    Joined:
    Sep 27, 2005
    #5
    dont take that from him

    Dont take that attitude from him, and dont settle for a less then perfect product which they offer. If i were you i would call apple customer care, complain for your inconvenience, and tell them to send you a new one.

    What a joke, iv never been treated like that with apple, seems to be they are getting big headed now.

    disappointing from such a great company, and their employers represent them.
     
  6. Ride9650 macrumors 6502

    Joined:
    Jun 29, 2007
    #6
    Exactly!

    Just go back later, on a different day later time. With any luck, you'll get someone different.

    If all else fails, and you can afford the gas, try another store.
     
  7. shinenjk macrumors regular

    Joined:
    Jul 23, 2008
    Location:
    Boston, MA
    #7
    I'm sick of readings posts like this. This is no different from people posting about iPhone speaker being broken, not understanding bills, etc.

    You have OCD. If it doesn't affect iPhone's function, who the f*ck cares? Having said that, it is your right to go exchange for whatever reason. Just don't complain when they treat you like that.
     
  8. docprego macrumors 65816

    Joined:
    Jun 12, 2007
    Location:
    Henderson, NV
    #8
    And I am sick and tired of reading posts like yours. Why on earth would the OP accept a product that is not satisfactory? Did he get to offer Apple $50 less on the condition that the product was substandard? No he didn't therefore the product should not be substandard. Should I "just deal" with it when my new car arrives with a huge scratch on the hood, after all it doesn't affect the function of the car. While it may not affect the iPhone's function, it is darn annoying and would affect MY ability to utilize the iPhone's function.

    Finally that Apple employee has no right to treat a customer like that, the OP should not have been allowed out the door until he was happy with the product. That employee is a poor ambassador and does not in any way fit into the Apple experience, I am certain Steve J would agree.
     
  9. MrCatMan macrumors member

    Joined:
    Jun 13, 2008
    Location:
    UK
    #10
    My idiot wife was walking round the foodstore this morning with her iPhone sticking out of her jeans' back pocket and it has been stolen.

    I think I'll hold on before I get her a replacement as I think that the iPhone deserves to go to someone who will look after it. Back to a Nokia brick for her!
     
  10. benh- macrumors member

    Joined:
    Jul 25, 2008
    #11
    Hey, I've basically had the same problems with Apple.

    But it was the original iPhone, and it just stopped working. Apple Store Trafford Centre refused to replace the phone, due to a tiny scratch at the top. The Genius I spoke to was very rude, and just wasn't going to replace it. I then went back to the store, the next day, booked an appointment, hoping to get someone different. Guess what, I didn't! Anyway, once again he was rude, started saying he was superior to the people I spoke to at Apple care. I then travelled about 30 miles into the city centre, book an appointment with Genius in city centre store off the macs in the Trafford Centre store, and just walked in, there almost 30 seconds...they got me a new one! Great service. I really would, if you can afford the petrol, go to a different store. I know it's inconvenient, but what can you do if some Apple Genius' treat you like poop? The most annoying thing is I wasted two 200 mile round journeys getting to Trafford Centre store in the first place!

    Good look!
     
  11. Nickb macrumors regular

    Joined:
    Jul 27, 2007
    #12
    oh no!! im going to the trafford centre tomorrow to swop mine as the volume switch is faulty and 3G reception is bad - what does this guy look like, if i get him ill stick my phone up his ass for you!!
     
  12. bori thread starter macrumors member

    Joined:
    Mar 19, 2008
    Location:
    Toronto
    #13
    Thanks for the input! I'm going to wait for the other Apple Store to finish their renovations (should be tomorrow), and get an appointment with a genius there and see how it goes.
     
  13. ankushpatel macrumors regular

    Joined:
    Sep 27, 2005
    #14
    some people work hard for their money

    I cant believe your even saying this, this is like going to buy a car, and buying one with a small scratch and saying ohhhh this does not affect the engine. Yes although it is a 200 dollar phone so wat, 200 dollars is 200 dollars and people work hard for their money.
    Just because of Apples LACK in China's Quality Control we should not settle for a product with small dust particles under the screen. So then what when the phone becomes a couple years old and those particles start affecting it guess what apple is gonna say mate, "sorry you should have exchanged it when you bought it". Bori dont put up with these, posts with people like this, who settle for a less perfect product. Apple is a company which cares about its customers and which want to satisfy them to the best of their ability. Trust me I have worked at a Apple Retail store and if you came to me, I would have never treated you like that. Being a customer myself I would have liked to see that Genius Bar man settle for an iPhone like that. When Apple market their "faster thinner 3g phone" does it have dust underneath the screen. The answer is no, so the customer should not! End of story, there is no question about this. I would call Apple Customer Relations tell them your issue, and the name of the guy who helped you at the store. Then we will see.

    and shinenjk thank god you are not working for Apple because I dont know where that company would be at with your mind set. "if it doesnt mess with the function then who cares" what kind of mind set is that.
     
  14. I-dude macrumors newbie

    Joined:
    Aug 6, 2008
    #15

    I got a similar kind of experience. I went to 3 stores out off 4 stores here and had to drive far away. The first 2 stores, they were very rude so I went to another one and got it replaced. However, the guy had to open 3 boxes cause every single one of them has a defect and he's aware of that. I still ended up with the one with a defect cause they don't have anymore and he has to order and will call me for another replacement. I've never heard from him yet, but I think I don't care anymore cause I am tired of this. It seems every iphone has a defect on it and that is totally bu******.:mad:
     
  15. albytrott macrumors newbie

    Joined:
    Aug 15, 2008
    #16
    I took mine back to the Trafford Centre, the guy at the genius bar was very nice and swapped my phone (it rattled) with no issues, was in and out of there in about 15 minutes ( and I didnt have an appointment).

    Ste
     
  16. ubersalad macrumors 6502a

    Joined:
    Feb 26, 2008
    #17
    Why on earth would you let some guy working in the mall tell you what to do?
     
  17. bori thread starter macrumors member

    Joined:
    Mar 19, 2008
    Location:
    Toronto
    #18
    Thanks.

    I gave feedback to Apple on my visit to the Genius Bar a few minutes ago. Should I also call customer care? or is the feedback enough?

    I also have an appointment at the other Apple Store this Sunday. :)
     
  18. Interstella5555 macrumors 603

    Interstella5555

    Joined:
    Jun 30, 2008
    #19
    No, it's really not. I'm as annoyed with anyone about the "OMG I lied to get my activation fee taken off. LozerZ!!!" posts as anyone, but the OP clearly has received phones with hardware defects, which is totally reasonable to want to exchange. Go for it buddy, I went through 4 2Gs.
     
  19. SilentGreg macrumors member

    Joined:
    Jul 22, 2008
    Location:
    University City, Philadelphia, PA
    #20
    You worked in Apple retail? So have you ever had a very angry and annoyed customer come up to you and give you crap and you *MIGHT* have given him or her some crap in return. (In pure frustration.) There is no way you can deny it. I have worked in retail for just a little over three years and some people have gotten under my skin. Why would you suggest another consumer to return to the same store and give s**t to the Apple Genius and his manager. That just makes him look bad and feel like crap. Trust me, I know -- you should too.

    Then you suggested to call Apple Customer Service to *report* the individual who basically said, "Sorry, I can't open all of the iPhones because we have to sell them to other customers." That is a legitimate excuse. I would never sit there and make an attempt to please the customer by trying some twenty or so phones. That's just absurd.

    Complaining and being a total pain in the a** in any retail location is not necessary. Returning to the store and simply stating the problem will eventually solve everything. In this case, bori should act (and probably will) like an adult and calmly have the iPhone 3G replaced. I agree, the item should be exchanged. But ankushpatel, do not tell someone to rant and rave in the store and claim the Apple Specialist did not do his job. That's just plain stupid.
     
  20. sajawebb macrumors newbie

    Joined:
    Jul 7, 2008
    #21
    Ok after reading all your posts, I went to my Genius Bar appointment today to see about swapping out my white 3g.

    It had moderate light leakage left side, not to mention a few scrapes on the bezel from a 2 week old drop.

    I was prepared to give the following speech:

    I'm going to have this for two years.

    I refuse to settle for a less than perfect product, which is what Apple offered me for 299.99.

    I plan to call apple customer care, explain the situation and about this inconvenience, and tell them to send me a new one without a defective screen.

    I've never been treated like this with Apple when purchasing the 1st gen iphone, the Mac Book Air, the 20" imac, the 1 TB Time Machine, the 160 gb Apple TV, various ipods as Christmas presents, not to mention printers and various software and accessories.

    This is disappointing from such a great company, and the employees representing them.

    Having said that, I am not complaining, but it is my right to exchange for whatever reason.

    Why on earth would I accept a product that is not satisfactory?

    I didn’t get $50 off on condition that the product was substandard? Therefore the product should not be substandard.

    Should I "just deal with it" when my new car arrives with a huge scratch on the hood, after all it doesn't affect the function of the car. While it may not affect the iPhone's function, it is annoying and affects MY ability to enjoy the iPhone's iPod function while watching videos.

    Apple employees have no right to treat a customer like this; I should not be allowed out the door until I am happy with the product.

    An employee is a poor ambassador that allows this to happen and does not in any way fit into the Apple experience, I am certain Steve Jobs would agree.

    I know it is only a 300-dollar phone, but 300 dollars is 300 dollars and I work hard for my money.

    Just because of Apples total LACK of (Chinese) Quality Control we should not settle for a product with the slightest defect.

    So then what happens when the phone becomes a couple years old and those minor defects start affecting it.

    Guess what some Genius is going to say, "sorry you should have exchanged it when you bought it".

    Apple is a company which cares about its customers and which wants to satisfy them to the best of their ability.

    I would like to see any Genius Bar tech settle for a substandard iphone.

    When Apple marketed their "faster thinner 3g phone" does it have light leakage coming from the sides of the screen?

    The answer is no, so the customer should not!

    End of story, there is no question about this.

    I will call Apple Customer Relations and tell them my issue, and the name of the guy who helped me at the store. Then we will see.


    But as it turned out, the guy took it in the back and came back with a new one! He apologized and even downloaded the iphone update that came out today 2.0.2 (5C1). All that speech writing for nothing! Well feel free to use it if needed! I got the "Apple Experience" this evening. He even transferred my screen protector!
     
  21. xolan99 macrumors regular

    Joined:
    Oct 21, 2007
    #22
    Dust under screen - definitely a replacement.

    Dead/stuck pixels - definitely a replacement.

    But a slightly uneven sleep/wake button? If you can still press at both ends and it works, what is seriously the big deal? For one thing, I think this happens because of the curvature of the phone and it will happen over repeated use. My button is slightly that way but I can still turn the damn phone on and off.

    But does one sit all day looking at the phone and marveling about how parallel the sleep/wake button is in relation to the rest of the phone? Because if you do....well....
     
  22. gibbz macrumors 68030

    Joined:
    May 31, 2007
    #23
    The first few times I tried replacing things, I would come up with a defensive speech as well to counter any lack of help on their part. After a few times of not needing it, I realized the Apple Stores are generally great about pleasing the customer.
     
  23. bori thread starter macrumors member

    Joined:
    Mar 19, 2008
    Location:
    Toronto
    #24
    naw its not that... the uneven button makes it only useable on one side, because the other side dips into the plastic, so i can't press it.
    and after I made a visit to the other apple store, he offered to replace it, but there were no iPhones in stock, so he said they would call me in 3 - 5 days and he gave me a repair number which i can use to do the swap.
    this guy was far nicer compared to the guy at the store before
     

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