iPhone still faulty after Apple mail in repair

Discussion in 'iPhone' started by deano1972, Dec 8, 2016.

  1. deano1972 macrumors 6502a

    deano1972

    Joined:
    Sep 16, 2016
    Location:
    United Kingdom
    #1
    Hi, Last Friday I sent my iPhone 7 in to apple repair via mail due to standby drain problems where the phone loses roughly 2% every hour (even while switched off). I had tried DFU restore setting up as new phone, DFU restore with no sim inserted and then no apps installed to test but nothing would fix the problem and since it's still draining while switched off it must be hardware related (the phone drains from 100% to 0% in just over 50 hours while switched off).

    I received my phone back after repair Wednesday afternoon and the first thing I noticed was the phone has been scratched/scuffed where it looks like something's been used to prize it open at the bottom (where the phone comes apart), being a Matt black phone this is very noticeable as it's shinny silver marks. The phone looked like it had come off the production line when I sent it in for repair so I'm not at all pleased by this at all. They also haven't fixed the standby drain problem it's exactly the same as it was before I sent it in for repair, so I have an Unrepaired phone back in cosmetically damaged condition. They did do a repair on the phone.. they changed some part to do with reception/call quality (it's on the repair sheet I received back) but I never even noticed a problem with the call quality or mentioned it on my phone call to apple repair, I just explaining about the standby drain and draining while switched off.

    I phoned Apple yesterday and told them the problem I sent my phone in to repair for hadn't been fixed and that the repair centre had also scratched the phone (they didn't even reply to that comment) and they suggested sending it in for another repair or visiting the Genius Bar. One problem I have is that it's almost impossible to book appointment at the only fairly close Genius Bar online, even more so when I'm free from work and I'm now reluctant to send it back to their repair centre in case it comes back more scratched than it is already now.

    Ideally now I think they should either replace the handset since the first repair attempt failed and because they cosmetically damaged it (the only damage is clearly from when the phones been opened up you can tell by looking at it) or repair the battery drain issue and replace the back cover.

    Any advice on the best way to proceed with getting this outcome after an unsatisfactory phone call to Apple repair yesterday.

    Cheers
     
  2. predation macrumors 6502a

    Joined:
    Apr 3, 2013
  3. deano1972 thread starter macrumors 6502a

    deano1972

    Joined:
    Sep 16, 2016
    Location:
    United Kingdom
    #3
    Tried that they refused due to no Apple care :(
     
  4. Freakonomics101 macrumors 65816

    Freakonomics101

    Joined:
    Nov 6, 2014
    #4
     has seriously been disappointing me lately. This is a prime example as to why.

    I had my phone replaced through the limited warranty program and they gave me one that is giving me more issues than the one I had before. I go to the  Store and they won't replace it on the spot again. I have to send it in for repair. Bogus.

    I really hope you can get your situation figured out. I would be absolutely FURIOUS... not at the rep you're dealing with but at the people who worked on your phone. Such carelessness..... -_-'
     
  5. deano1972 thread starter macrumors 6502a

    deano1972

    Joined:
    Sep 16, 2016
    Location:
    United Kingdom
    #5
    Thanks, Believe me I am furious, I have a 3 year old iPhone 5s here without a mark on it .. I take good care of my phones and keep them protected in cases.

    I think my best bet is to try and get to see someone at the Genius Bar by walking in even if it means coming back a few hours later and going for lunch or something while waiting. I can then explain the draining battery problem face to face in detail and the failed repair attempt and show them the marks on the phone from the repair centre where they prized the phone apart with something.
    Under uk consumer law technically I'm entitled to a refund if the first repair attempt failed (which it has) but over the phone they said they need to diagnose a fault first. I guess If I see someone in person at the store and their diagnostic comes back as ok I can at least ask them to keep it for 24 hours and make a note of the battery percentage, turn it off and then see how much it has drained over 24 hours to prove its faulty. They might give me a replacement when I go back to the store to collect it which I would be happy to accept instead of a refund

    Cheers
     
  6. GnarleyMarley macrumors 6502a

    GnarleyMarley

    Joined:
    Apr 23, 2006
    Location:
    Atlanta, GA
    #6
    AppleCare+ is not required to do an Express Replacement. I would try reaching out to another AppleCare advisor. There is a $29 charge involved but you will get a completely new phone.
     
  7. deano1972, Dec 9, 2016
    Last edited: Dec 9, 2016

    deano1972 thread starter macrumors 6502a

    deano1972

    Joined:
    Sep 16, 2016
    Location:
    United Kingdom
    #7
    Do you have any links to this on the Apple site I can quote from on the phone? As I had a look But couldn't find any information on none AppleCare express replacement. Also I'm in the uk so could the policy be different here?
     
  8. deano1972 thread starter macrumors 6502a

    deano1972

    Joined:
    Sep 16, 2016
    Location:
    United Kingdom
    #8
    Just to update this: I phoned Apple support again this morning and this time I was transferred to a senior advisor. I asked about express replacement without Apple care again and mentioned for a small charge for non Apple care customers but he confirmed that's not available. He advised trying to see someone face to face to explain the problem at the Apple Store rather than mail in repair again and suggested since there's no available appointments at the only store near to me, if I get to the store 15-30 mins before it opens usually someone will be able to see me fairly quickly, so I guess that's my best option now.
     
  9. eww7633 macrumors regular

    Joined:
    Dec 15, 2008
    #9
    Just guessing, but the OP appears to be in the UK. ERS isn't available in the UK (or Europe) without AppleCare+.
     

Share This Page