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Overheated, slightly melted lightning cable, shorted iphone, slightly burn finger
- Thread starter wesk702
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Well if he's being honest and it was all original equipment I'd suggest he's getting poor service as they've tried to constantly fob him off and still not had the bits replaced.
From what I gather, the genius offered to replace the cable but he refused (need it for "evidence"), probably since he wanted a new phone.
The moment someone suggests they need something for "evidence," that reeks of imminent litigation. Any company will clam up as soon as that specter is raised.
I'm not a lawyer, but I would think that unless a criminal investigation is about to happen, good photo evidence along with written documentation that the cable was replaced by Apple would be "evidence" enough. But again, if OP wants to go that route, he should be talking to a lawyer. Expect no quick resolution as soon as that happens though, because the customer service interaction WILL stop, and it's all lawyers talking from there on out.
The cable doesn't work anymore. The phone went from unresponsive to intermittently shutting off. When charging it will appear in the red, but then it jumps to 45% and turns on then shuts off. Do I want them to replace the phone? If it's the cables fault, yes. PSA was for apple confirming twice that kernel panics, that happen often, will cause wires to melt which is crazy. Just want them to take ownership for misinformation. It was just that it seems this was just said to blame the phone instead of the wire. I guess I'm the only one that would be upset that I'm being fed false info to place blame on a kernel panic. Maybe people like you can take that info and just walk away, but since you say "we" like you work for the Genius Bar, I wouldn't be surprised. You guys need to be educated and reeducated. Get your act together seriously. Tech support that doesn't understand what kernel panics should have no place makin decisions in anything tech. Read your own manuals for God sakes.
I was upset at the time that two reps including a supervisor confirmed it. If they confirm that as a fact, don't you think that info should be available?
Rep: yeah kernel panics can burn your wires x2
You: that's fine with me, let's just push that under the rug and I'll just recycle my damaged phone, thank you! Let's not let anyone know. But thanks for the new cable, I'll use it to charge my broken phone, I appreciate it!
Is that what I should have done?
If any of you would do this if this happened to you please post here.
Push what under the rug exactly?
If what you were told was indeed correct, does that necessarily make it an issue that would affect all phones?
It happened to you. Not the entirety of iPhone users.
Yet you are issuing "public service announcements" as if it's a huge, widespread problem.
I understand you're upset. You have every right to be.
But I also hate hyperbole.
Yeah, I feel the same way but 75% of Apple doesn't think so. I mean they're Geniuses right?
I actually had something similar to my cable a few months back. I had my iPhone 5 since launch and used the same cable to charge it every night. Well just below the connector there is a little piece of overlapping plastic, used to prevent the cable from being bent sharply, but surprise surprise, it still happens. At this point on my cable, you could feel the wires gradually getting weaker to the point the phone stopped charging one day unless the cable was angled just right. Well one day I put my phone on to charge, went out for a bit, and came back to the strong smell of burning plastic, as well as a burn on the cable itself at this point. Naturally, Apple swapped it out with no problems, but still, being that it's electrical, shorts can happen. Your case is different from mine, I just felt this was the appropriate place to put this.
I don't know how you are still talking to "Geniuses". I would've raised hell in the store by now. It doesn't matter what internally causes a wire to fry, it's still a fire hazard and they should've replaced the entire device long ago. It doesn't matter if its kernel panic, battery faulty or a magic unicorn pissing inside the wire..it's a fire hazard that could've ended differently if you had any highly flammable material next to the phone when it was frying. Clearly these "geniuses" don't know **** and should've escalated this issue long ago.
It'll turn on after some charging but will power off. I haven't been trying to really charge it anymore though since it's apparently causing wires to melt. Not gonna try it in my house. Remember, Kernel Panics cause wires to melt. I know so cause three Apple reps confirmed this. But, but... They're geniuses.
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Yeah I know, I thought it would be addressed this time since Phil Shiller's liaison said this will get a real look this time around, but that didn't happen. Just following the process to see what Apple will do next. The liaison is supposed to call me tomorrow to follow up so we'll see what happens next. My angry stage has past, the incompetence now is just comical. Regardless of what they say I won't act all cray in the store, I can just see myself in a YouTube clip now like that one screaming lady on Vine from a year or so back.
In a typical busy corporate setting with numerous ancillary or lower level employees, it's common that emails aren't checked regularly, even though it maybe the primary carrier for information. I'm wondering if an email was sent from Shiller's office, but the store level just didn't bother to check it or just plain ignored it. Also possible that no communication or email was done from upper level like she said she would, but I doubt that last part. There's a fallout in communication here and I highly doubt that the error would be on part of the exec office level. Just a theory, have seen it happen many times...too many times. Employees! Please check your work email, this is absolutely part of your job to be up to date and compliant with policies and important information especially from the upper branch of the chain of command. Again it's just speculation that this happened due to poor communication.
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I said we as in the MacRumors members who are trying to help you. But with that attitude I'm out.
If you think someone you backhandedly insult is going to help you, then you need to think again. Good luck with your "public service announcement", because as you really know, it'll get you nowhere. And if you show Apple the attitude you show here, I'm not surprised you don't have a new phone. There's a saying - you catch more flies with honey than with vinegar.
No, that's nuts. I'm not trying to cause a possible fire in an Apple Store to prove a point. Damn you are one gung ho mother ___.
Haven't heard from the laison yet today, but I'm sure she's busy. Was contacted by the store manager due to me completing the store feedback email. He listened, he followed up with Apples engineering team and told me that kernel panics do not cause wires to melt and has offered a replacement. Finally.
Imagine if iMacs kernel panics could cause power cords to melt. Talk about BSOD again, modafaka! Go take your new phone man and be careful, i heard you have a little kid. This stuff is crazy. Kernel panics cause wire sto melt... LOL, geniuses.....
Yeah, just glad it's over. Wife's happy she has a new working phone and not a kernel panic fire starter. Jeez you'd think that if your phone can melt cables, it would have been taken care of or at least inspected in detail, regardless of warranty status. Out of all the items I get applecare on, I don't get it for this phone cause my wife doesn't really abuse her phone. Get Applecare everyone, then geniuses won't accuse your phone for melting cables due to software resets.
[doublepost=1496182893][/doublepost]I threw in the towel early, no time to ******** with customer service reps from Apple about my iPhone 6s. AT&T referred me to an iPhone repair shop. The guy says that my charging cable shorted it out. He is going to check if it is the charging port, the battery, or the motherboard. I told him to go ahead and fix it if its not the motherboard. Should be under 200. It needed a new battery anyways. I already bought an iPhone 7 but the s6 will make a nice gift if they can fix it!