iPhone X Multiple issues with brand new iPhone X

[Ankit9989]

I purchased an iPhone X on 3rd Feb..



1> First of all, I found scratches and scuffs on the device's enclosure just out of the box.. the enclosure wasnt protected with any sticky plastic. Only back and front glass was protected with factory plastic. Store asked to get an approval from apple to replace it. The case is already escalated to the CS team at the store as well as to the Senior Advisor at Apple and the senior advisor have escalated my issue to request for a replacement.

Pic : 1.jpeg - Google Drive
2.jpeg - Google Drive

3.jpeg - Google Drive



2> Secondly, the back panel of my iPhone X makes a clicking sound randomly.. like when it is lying on the bed and then after picking it up and pressing on back panel, it makes 1 click sound. Apple Service Providers couldn't listen this sound because of noisy environment. This has also been mentioned to the Senior Advisor.

Video of the issue : Clicking sounds from back panel of iPhone X - YouTube . (Please listen using headphones).



3> Very minute dust particles can be seen inside the rear camera lens. Though it is not affecting picture or video quality at all, I only notice slow auto-focus of the camera and sometimes camera goes out of focus for different subject when performing manual focus. Video :

4> On the day of purchase of phone, I found call history from the time when the phone was imported i.e, December, 2017. I purchased the phone on 3rd Feb, 2018, but the call log had two calls made to 911 on 10th December, 2017. One of it was cancelled call and another was for 5 seconds. Again, Store says that they dont know how it came in my phone. No resolution provided for this. I checked warranty status and support coverage for my device, and the purchase date/activate date is correct. The Model number of phone starts with "M" and not "N", hence, cant say that it's refurbished.



5> Shaky animojis.. the animojis shake.. especially the mouth when I am viewing my animoji. Also, the animojis think that my eyebrows are slightly raised. Video : Shaky animoji and raised eyebrows in iPhone X - YouTube



6> Camera flickering issue in indoor lighting while in Slow-Motion mode. Video :

I am really worried about these issues.. Apple says "We are escalating the case". Store says "Get a replacement letter signed by Apple". So I am stuck with a brand new iPhone X which I purchased on my birthday. It's really very disheartening and sad. Moreover, Apple Advisors on Live chat says that they do not take respnsibility for cosmetic damages. They have escalated the issue to their engineers but it's already been 5 days and no replacement is provided to me..

Can someone suggest me something to get it done quickly and smoothly ?

 

[BugeyeSTI]

Apple is the one that makes the call. Sounds like you’re doing everything that is possible and I doubt asking on this forum is going to help you in anyway. Let the process work.. I’m sure Apple will work things out for you.

 

[david_williams]

Is there another apple store you can goto? I had dust in the camera and got it replaced number of times. so that reason alone should be enough to get a replacement

 

[Ankit9989]

Furthermore, I notice no difference in 3d touch sensitivity "light" and "firm" I really dont know whats going on with my device.. I purchased it on my birthday and it ruined my day...

 

[BugeyeSTI]

Furthermore, I notice no difference in 3d touch sensitivity "light" and "firm" I really dont know whats going on with my device.. I purchased it on my birthday and it ruined my day...

There isn’t a whole lot of difference between light and firm.. Is this your first phone with force touch? Sounds a bit like buyers remorse to me. You’re within the 14 day return policy, why don’t you return the phone and get something else? Apparently you’re new phone experience has been ruined, why suffer more...

 

[44267547]

Furthermore, I notice no difference in 3d touch sensitivity "light" and "firm" I really dont know whats going on with my device.. I purchased it on my birthday and it ruined my day...

I don't necessarily think anything is wrong with 3D Touch and the haptic feedback, because it isn't drastically different. However, you're covered under warranty and Apple can issue you a new device. It happens where sometimes devices are not what we expect.

 

[Ankit9989]

Hi,

Yes, this is my first iphone with 3d touch. Noticed the same is happening is with demo units so I am not much bothered about the 3d touch but other issues does bother me a lot. It seems as if I bought a used device for a price of new device even if the activation date is correct. Apple doesnt have "14 calendar days no questions asked policy" in my country because in my country there is not even a single Apple store.. they are resellers but reseller dont have policy to return the phone.. instead they want DOA letter from apple to replace it.
[doublepost=1518082925][/doublepost]Here is the chat transcript :

 

[Newtons Apple]

Happy Birthday.

 

[Ankit9989]

Happy Birthday.

It wasnt a happy birthday but thank you.

 

[jav6454]

Apple is the one that makes the call. Sounds like you’re doing everything that is possible and I doubt asking on this forum is going to help you in anyway. Let the process work.. I’m sure Apple will work things out for you.

Agreed. All this information you provided should be showed to Apple. This makes your case stronger of a faulty device.

 

[kjvmartin]

Aren't you within your return policy? Can you return it and just buy another?

 

[Shark5150]

Return it. A public forum can't help with these issues. I believe you're within return policy.

 

[barkomatic]

I'm assuming you bought this from a retailer other than Apple with a poor return policy or with shady business practices. Otherwise, I would have returned it immediately.

 

[0669362]

I'm assuming you bought this from a retailer other than Apple with a poor return policy or with shady business practices. Otherwise, I would have returned it immediately.

He stated in an earlier post that he resides in a country that doesn't have official apple stores so it had no choice but to purchase from a third party I assume.

I hope you get it sorted out OP. Its an expensive phone and should be perfect out of the box.

 

[jav6454]

Return it. A public forum can't help with these issues. I believe you're within return policy.

Agreed. This grocery list of defects is enough to warrant a device swap.

 

[dontworry]

they are resellers but reseller dont have policy to return the phone.. instead they want DOA letter from apple to replace it.

Who's the reseller? If you bought it from a reseller, I don't see how Apple will be able to help. You should go back to who you bought it from and demand answers.

 

[Caesars]

Wow things exist in America that really anger me, but living in a country where basic return policies don't even exist? I feel blessed now..


What the heck nation doesn't have return policies?

 

[fred98tj]

Wow things exist in America that really anger me, but living in a country where basic return policies don't even exist? I feel blessed now..


What the heck nation doesn't have return policies?

Any countries that don’t have Apple stores.

Philippines is one. Only premium resellers. However, they do open the box and confirm that everything is working correctly even the charger and cable and headset when you buy. They do not have a 14 day return policy and there is no phone insurance (for any brand of phone, not just Apple).
[doublepost=1518131992][/doublepost]Philippines does have a Apple repair Center in Manila. Have a problem, you take the phone (tablet, mac whatever) to the premium reseller and they send it to the Apple repair Center (assuming you don’t live in Manila or what to go there yourself)

 

[Kidder1994]

Wow things exist in America that really anger me, but living in a country where basic return policies don't even exist? I feel blessed now..


What the heck nation doesn't have return policies?

Believe me, most of south america's countries have this issues, i believe that here in Chile we have the worst warranty and return policy laws regarding apple... for example, we have just 5 days to return a device, considering sundays (when retail shops are closed), and if you want to return it, you must wait a credit check for more than 2 months to get your money back...

Also if you have an issue with the device and you need it to replace it, you must send it to apple after a service check and wait almost a month and a half to get a new device!...

So you should consider lucky that you can buy a device in a Apple Store and not from 3rd party shops or service providers...

Just my 2 cents

PD: Oh, we have premium resellers here too, but they do not accept any kind of returns

 

[Ankit9989]

Hi,

I had a convversation with apple.. the live chat advisor said that he can see the video of clicking sound and hear it but the local telephone support or service providers cant hear it.. and they said that it is not a manufacturing defect and no replacement will be provided on that basis. Apart from that, they said that auto focus takes that much time to focus and sometimes require manual focus and its normal.. but it should not get locked if I tap just once on the screen.. When I leave the device for few minutes anywhere and pick it up, I hear 1 or 2 clicking sound and then its very difficult to reproduce.. but the sound is there and they dont do anything to replace it..
And they also said that if I am still not satisfied I can get my device mailed to Repair center which is few hundred kilometres away and wait for a week for investigation.. and if they find any issue its upto them to repair or replace..
Guess it was my bad luck or bad birthday to pick up this device...

Below is the attached return policy of the store..