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Xscapes

macrumors regular
Original poster
Oct 16, 2011
166
9
New York
I recently went to the apple store to have my affected iphone 5 battery replace they accepted and said its eligible for free repair. I was told if i don't go pick up my phone when it got repaired i get to keep the loaner iphone and they will have ownership of the iphone i sent in for repair. Today the store call me say that the phone have a dent which cause the sleep/wake button un-replaceble. And ask to go pick up my phone within 14 days or else they will dispose my phone and send me a bill for the loaner phone, I did not give any personal information only use my apple id to make the appointment and i don't have a credit card in the apple id, will they still able to chase after me to pay for the loaner phone?
 

nox5

macrumors 6502
Oct 16, 2013
415
49
they were supposed to do full test before accepting your old iPhone. Now you can say they dent it and you'll keep the loner, as is in the contract that you signed. If they want to blame someone they should blame the "genius" that took your phone.
 

Xscapes

macrumors regular
Original poster
Oct 16, 2011
166
9
New York
This is the inspection summary from the agreement email:
Did not mention any dents

Issue: Customer states device sleep wake is not working
Steps to Reproduce: Inspected and verities the issue at the bar
Cosmetic Condition: minor scratches
xQUKnJDTEX12131402Z1:1,Z15:1,Z25:1,SW:1:2:3
iPhone 5 Screening Tool
December 13, 2014 at 3:02:55 PM EST
1.1
Issues Found
Top (Zone 1)
Scratch
Display (Zone 15)
Scratch
Right Side (Zone 25)
Scratch
Sleep/Wake Button
Left Side
Middle
Right Side
---JDTEX----
 

Xscapes

macrumors regular
Original poster
Oct 16, 2011
166
9
New York
they were supposed to do full test before accepting your old iPhone. Now you can say they dent it and you'll keep the loner, as is in the contract that you signed. If they want to blame someone they should blame the "genius" that took your phone.

Great catch, just contacted the store manager he said he'll replace with a brand new one.
 

lakaiordie

macrumors 65816
Jun 17, 2008
1,446
263
It's on them now. No documentation there was a dent. So it's on the technicians. they only stated there were scratches. Now there's a dent. Paper work is done already and there was no dent
 

thetechfixer

macrumors 6502
Apr 21, 2010
267
0
Canada
I sent in my iPhone 5 back when I had it for the Sleep Button Replacement, They gave me a loaner phone which was in better condition than my original. I never returned the loaner phone and they sent me an email saying that the loaner phone had been transferred into my name. It has been months and I never got anything from Apple saying that I needed to return the loaner. Another bonus of the loaner phone was that it was unlocked.
 

TheIntruder

macrumors 68000
Jul 2, 2008
1,727
1,230
Sounds like the techs at your store are as good as mine.

They did the battery replacement, messed up the screen in the process, then after they took it back to replace it, refused to work on it any further after they'd already opened it up again, hiding behind the policy not to work on units with non-OE parts.

For a phone that had never been repaired.

Even if that were the case, they'd already broken their own policy during the first procedure, and thusly became responsible the damage done.

Geniuses do have the latitude to authorize easy swaps, but powerless when situations require some critical decision-making. That requires managerial intervention.
 

lakaiordie

macrumors 65816
Jun 17, 2008
1,446
263
Sounds like the techs at your store are as good as mine.

They did the battery replacement, messed up the screen in the process, then after they took it back to replace it, refused to work on it any further after they'd already opened it up again, hiding behind the policy not to work on units with non-OE parts.

For a phone that had never been repaired.

Even if that were the case, they'd already broken their own policy during the first procedure, and thusly became responsible the damage done.

Geniuses do have the latitude to authorize easy swaps, but powerless when situations require some critical decision-making. That requires managerial intervention.


yup, they screwed up. now its on them, they should of replaced it for you. or atleast fix what they messed up.
 

PsyOpWarlord

macrumors 6502
Nov 11, 2010
334
26
Colorado Springs, CO
I had the sleep/wake button my my iPhone 5 repaired and got a loaner phone. However the loaner was only an 16GB Black where mine was a 32GB white iPhone. So it was not in my best interest to keep their loaner.

On a plus side, there was an issue with my screen on the left side and did a slight rainbow effect around the area of your finger when you swiped along that area of the screen. When I got my iPhone back they not only fixed the button, but the screen was also repaired/working correctly when I got it back.
 

TheIntruder

macrumors 68000
Jul 2, 2008
1,727
1,230
yup, they screwed up. now its on them, they should of replaced it for you. or atleast fix what they messed up.

Yeah, the manager authorized a replacement after I clearly laid out the whole story.

The two Geniuses I dealt with could only recite policy, and nothing else. It's funny when you know you know you have someone cornered and they can't respond. Like a robot that starts smoking when it can't deal with a situation it isn't programmed to handle. One of them actually scurried away.

The least they could have done is passed it on to the manager, but I had to seek them out myself.

But the worst part was falling through the cracks of the Apple Store machine. The personnel are very well trained at the routine tasks, and the coordination passing from the greeter to Genius, etc. works well most of the time, but I must have spent a good two hours in total sitting at the bar, waiting for repairs to finish, and then for someone to ponder why some guy has been sitting there so long, with no one to ask why? Lost in the busy shuffle; if I were cynical, I'd say there were trying to avoid the situation.

Between not having the parts in stock, and multiple visits to get the issue resolved, I spent way more time that I should have in that store. I also know what it's like to be one of the last two customers in a store that has closed for the day; there was another poor couple there who were also seemingly waiting forever for someone to acknowledge them and solve their problem.

I did not rate the store well in the post-service feedback surveys, and invited Apple to contact me, but never heard anything.

That particular store does not rate well in Yelp surveys, and I now know why first hand.

Despite all the shiny PR and good press, retail is still retail sometimes.
 
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