iPhone X iPhone X Purchased 2 Months Ago Was DOA - No Replacment

[Han.Solo]

Hey Everyone,

I tried to read Apple Executive Customer Care team but everything I call and ask for that department the operator just transfers me to the normal technical support team. Does anyone know how to reach them?

I have provided a copy of my email to "tcook@apple.com" below which details the issues I have been having. How would you recommend I proceed?

Hi Tim,

I have been getting a runaround with tech support and have a phone which I paid $1,457.16 for that I cannot even use.

I purchased an iPhone X on December 13, 2017 with order number W43632**** for my sisters birthday. Out the box the phone refused to turn on and would not be detected by iTunes or show any indication that it was charging. I made a apple appointment but after a few days the phone suddenly decided to turn on so I canceled my appointment and gave the phone back to my sister. I assumed everything was okay.

The next issue is the phone will not activate at all no matter what. This is the 3rd iPhone X I purchased and the only one giving me any issues. I have spent hours with Apple Technical support by phone and have gotten nowhere. They have screen shared my computer and were surprised that the phone does not even bring up a activation screen on my computer. It did not bring up a activation screen iniTunes at the Apple Store in Glendale either.

After spending a significant amount of time with phone support and getting no where I had a walk-in appointment with Apple at The Americana in Glendale, California. I was with a Genius Bar tech for another couple of hours who could not get my phone to activate. He then said he will just replace the phone and brought out a replacement phone but quickly changed his mind.

The genius tech was acting like I stole the phone or something and refused to replace it. I told him I bought it directly from Apple.com and I have the receipt and all proof I purchased it and his response was "oh, you bought it from apple? Let me see I'll see be right back." He then did not even ask for my receipt and said he cannot replace the phone. He said if I want I can have the phone sent in to be looked at but it can take 1.5 weeks. All of this after already bringing out a replacement phone in front of me.

I honestly find this whole situation absolutely ridiculous. I have purchased 1 MacBook Pro, 3 iPhone X's, and 3 iPad pros just in the past 12 months. I expect for being a loyal customer that I will at least be treated properly and have a faulty product replaced when it simply does not work.

Furthermore, during this whole situation a ton of my time and my sisters time has been wasted with nothing to show for it. Nothing has been resolved. My sister * * runs a multimillion dollar company (VP at * *) and does not have time to deal with these issues. When we spend so much on your products, we expect issues to be resolved by your customer support team. Unless this gets resolved and I'm stuck with this useless phone it will be the last apple product I ever purchase.

I hope you understand my frustration and situation. I hope you can help resolve this. At this point in time I would either just like to return this phone for a full refund or get a brand new replacement. The current phone still has the protective film on it which has never been removed, the phone has never even been able to be activated and used.

Thank you,
Han *
Cell#: *

 

[Apple_Robert]

I would take the phone to a different Apple store (with receipt) and have them replace the phone, as it is still under warranty. If you get no satisfaction there, make sure to get the names and positions of those involved and call Apple support and ask to speak to Executive Relations. Be as succinct as you can be with the events that have transpired. Be polite but firm.

 

[Han.Solo]

I would take the phone to a different Apple store (with receipt) and have them replace the phone, as it is still under warranty. If you get no satisfaction there, make sure to get the names and positions of those involved and call Apple support and ask to speak to Executive Relations. Be as succinct as you can be with the events that have transpired. Be polite but firm.

Understood, thank you. The reason why I decided to go straight to Executive Relations is because there are no more appointments available around me until October 10 and getting a replacement isn't even a sure thing =/

Also do you think I'd be able to get a new iPhone in the box? I don't want a refurb. I purchased something new, and that's what I'd like to have especially since it was a birthday present for a family member.

 

[Gaura Mohana]

There's something to this story that you're not telling us...

 

[Han.Solo]

There's something to this story that you're not telling us...

Absolutely nothing, if you feel there is something please let me know so I can clarify

 

[Apple_Robert]

Understood, thank you. The reason why I decided to go straight to Executive Relations is because there are no more appointments available around me until October 10 and getting a replacement isn't even a sure thing =/

Also do you think I'd be able to get a new iPhone in the box? I don't want a refurb. I purchased something new, and that's what I'd like to have especially since it was a birthday present for a family member.

It is February, and you are telling me that Apple stores near you are booked until October? That doesn't sound right to me. You need to walk into another Apple store and explain the status of the phone. Proceed as I mentioned. You need to follow the chain of command before trying to contact Tim's staff.

A refurb white box is a new phone.

 

[Han.Solo]

It is February, and you are telling me that Apple stores near you are booked until October? That doesn't sound right to me. You need to walk into another Apple store and explain the status of the phone. Proceed as I mentioned. You need to follow the chain of command before trying to contact Tim's staff.

A refurb white box is a new phone.

I apologize, I meant to say February 10, that was a error in my head lol. As you can see near me there aren't any reservations available for the foreseeable future.

I have gone through numerous phone calls, and one in store representative. There aren't anymore reservations available for a while.

A refurb white box isn't a new phone, it is refurbished with used internals. I would like a new phone because that is what I paid for, is it not? I also don't mean to sound rude, I appreciate all the help you're giving me so please excuse me if it comes off that way as it is not my intention. Just the way I type lol.

It is not like I am bringing in a phone I have USED, if so then obviously a under warranty refurb is warranted. Fact of the matter is this iPhone hasn't even been synced in iTunes or even taken past the "manual setup" in iOS. Therefore shouldn't I be given what I paid for, a brand new device?

If you ordered a phone from apple.com right now, would you be happy if they gave you a refurb instead of a brand new one?

Obviously my time was wasted in store when I sat with the "genius" for hours. Not everyone has time like that to waste and it should've been resolved then and there. Instead of telling me he can't pull up the account status of the phone and refused a replacement.

 

[bcave098]

Regardless of whether device has actually been "used", it's been out of its box for two months and is certainly not "new". Apple's warranty is clear that they can replace with parts that are new and/or used, that are equal to new, at their discretion. It's fairly consistent in the industry that parts are refurbished.

I'm confused why you didn't choose to return the device when it was within its return period and purchase a "new" device. You said that it originally seemed to be DOA and you could never get it to activate, and I assume that happened with the return period.

Also, if you've been in contact with Executive Relations, contact your advisor at their direct extension. AppleCare can't transfer you to them. If you haven't been contacted by them; you cannot speak to them, however you could ask for Customer Relations.

 

[tl01]

Go to the Apple store any day before they open. Arrive 30 mins beforehand and then they will take you right away that day. The issue will be resolved.

 

[jav6454]

I wonder why OP hasn't just visted a store and shown the Concierge the problem? Apple Stores always have a few walk in spots available during off-peak hours.