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iPhone XR My nightmare journey, yours may vary

ux4all

ux4all

macrumors regular
Original poster
Jan 26, 2009
187
44
Chicago, IL, USA
Finally decided to pull the trigger and update my 6s plus. She's really showing her age despite battery swaps and good usage management on my part.

Thanks to these awesome forums, I knew that a special was going on to get more for your trade. So, I purchased the phone and am ready to go....

Boot up the phone, nice... set up face id, nice... it has me restore from a back up (say what?)... then it force updates me to 12.1....

black screen of death going on 24 hours... apple's response? They have a repair slot available next week if I would like... of course this means I need to hold my 6s.... what if I had traded my phone in? too bad, no phone for you?

Apple's support response? "nothing we can do for you, sorry sir. If you like, you can mail it to us and we'll get back to you within a week or 2"

Am I missing something here? (I have tried all the known options for fixing, it appears the display is frozen and the phone is not responsive to hard reboot, itunes connection, no recovery mode, nothing)

I'm the most frustrated by Apple support response. I get that issues occur, but to tell me that their mistake is now my burden (find a store with a time slot, drive the several hours to that store... hope and pray I don't get stuck with some Genius who can't figure it out)

Thanks for reading my rant... just at my wits end as Support has been pure garbage.
 
woodynorman said:
why not just return it? I never deal with support on a phone thats less 14 days old...
Click to expand...

I plan on doing that. I thought Support was a good start just based on my experiences with other larger eCommerce players.

Curious though, why not on a new phone?
 
Don't see the issue. Just return and purchase another, or even a different model. Or do an express replacement (over the phone) and have it the next day.
 
Never seen one make you restore from a back-up. It will "ask" if you want to restore from a back-up.
Also never seen a forced iOS upgrade.

As noted, I’d just return it if within 14 days.
 
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ux4all said:
Finally decided to pull the trigger and update my 6s plus. She's really showing her age despite battery swaps and good usage management on my part.

Thanks to these awesome forums, I knew that a special was going on to get more for your trade. So, I purchased the phone and am ready to go....

Boot up the phone, nice... set up face id, nice... it has me restore from a back up (say what?)... then it force updates me to 12.1....

black screen of death going on 24 hours... apple's response? They have a repair slot available next week if I would like... of course this means I need to hold my 6s.... what if I had traded my phone in? too bad, no phone for you?

Apple's support response? "nothing we can do for you, sorry sir. If you like, you can mail it to us and we'll get back to you within a week or 2"

Am I missing something here? (I have tried all the known options for fixing, it appears the display is frozen and the phone is not responsive to hard reboot, itunes connection, no recovery mode, nothing)

I'm the most frustrated by Apple support response. I get that issues occur, but to tell me that their mistake is now my burden (find a store with a time slot, drive the several hours to that store... hope and pray I don't get stuck with some Genius who can't figure it out)

Thanks for reading my rant... just at my wits end as Support has been pure garbage.
Click to expand...
Have you tried a DFU restore? That tend to work when methods via iTunes does not.

https://www.macrumors.com/how-to/enter-dfu-mode-on-iphone-x-iphone-xs-and-iphone-xr/
 
Yeah. This would’ve been a horrible nightmare if it was on the 15th day
 
Never bother with support if the phone is within the return period. Return it and don't report back unless you are on your 17th return :D
 
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jagolden said:
Also never seen a forced iOS upgrade.
Click to expand...

As part of the new phone set up, it upgraded to 12.1... it didn't ask me if I wanted to... just proceeded. It also did not clearly ask me if I wanted to set it up from a new phone. Now, I did have my 6s+ that notified me it wanted to help me update my new phone... (and the new phone asks if you authenticate on your old phone it'll do the rest)...

stafil said:
Never bother with support if the phone is within the return period. Return it and don't report back unless you are on your 17th return :D
Click to expand...

meta man... meta.
 
pt3000 said:
Yeah. This would’ve been a horrible nightmare if it was on the 15th day
Click to expand...

Actually, Apple has been known to make exceptions under certain circumstances if the phone is on the 15th day, but it really depends on the store and manager Approval.
 
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