Phone Broken Out Of Box - Exchange Process For IUP?

[justinf77]

On my brand new iPhone 7 Plus, the microphone that's used for Siri and Dictation was totally broken out of the box. I didn't notice it at first because apparently it's a different mic than the one used for voice calls, but this mic doesn't hear any sounds and makes Siri and Dictation completely unusable.

So I took it to the Apple Store today where the Genius confirmed the issue and told me that I would need to swap out my phone for a new one...

Except there are a couple problems with this:

a) Because I purchased it through the iPhone Upgrade Program, I need to return the original phone and REAPPLY for the IUP when buying the second phone.

b) The phone I have (iP7+ 128GB Black) is out of stock everywhere in NYC. I thought Apple was supposed to keep some phones in stock for replacements in situations like this, but apparently this isn't the case as the Genius was not able to find any replacement for me today.

Now I'm told that I've been put on a special list where I will get first priority when the phone comes in, and they will call me when it happens, but I can't say that I'm too confident that will happen because this particular Genius didn't seem very much on top of things.

Next, even if I do manage to get a replacement in the next few days, he said I have to take the risk of returning the phone and reapplying for the iPhone Upgrade Program, which makes no sense to me because I was already approved and they should be able to do an exchange for a broken phone without requiring another hard credit pull.

Am I just out of luck here, and forced to jump through these hoops? Or is there some other option that I'm missing?

 

[TWO2SEVEN]

If that is what Apple told you I think that is the process. Although, there is always a chance the rep was mistaken.

 

[docal97]

Unfortunately, b/c it is so close after launch, the stores probably do not have any replacement models yet, and have to replace your phone with brand new stock. No matter your experience with the Genius, I have always found Apple to be very responsive to these situations, and the stores are restocked daily, especially the larger NYC stores.

Hopefully you will have a new model within a few days.
Update the thread when you hear back.

 

[cforster]

On my brand new iPhone 7 Plus, the microphone that's used for Siri and Dictation was totally broken out of the box. I didn't notice it at first because apparently it's a different mic than the one used for voice calls, but this mic doesn't hear any sounds and makes Siri and Dictation completely unusable.

So I took it to the Apple Store today where the Genius confirmed the issue and told me that I would need to swap out my phone for a new one...

Except there are a couple problems with this:

a) Because I purchased it through the iPhone Upgrade Program, I need to return the original phone and REAPPLY for the IUP when buying the second phone.

b) The phone I have (iP7+ 128GB Black) is out of stock everywhere in NYC. I thought Apple was supposed to keep some phones in stock for replacements in situations like this, but apparently this isn't the case as the Genius was not able to find any replacement for me today.

Now I'm told that I've been put on a special list where I will get first priority when the phone comes in, and they will call me when it happens, but I can't say that I'm too confident that will happen because this particular Genius didn't seem very much on top of things.

Next, even if I do manage to get a replacement in the next few days, he said I have to take the risk of returning the phone and reapplying for the iPhone Upgrade Program, which makes no sense to me because I was already approved and they should be able to do an exchange for a broken phone without requiring another hard credit pull.

Am I just out of luck here, and forced to jump through these hoops? Or is there some other option that I'm missing?

Sounds a little odd to me. Make you re-apply and hit your credit again? That wouldn't happen if it were me. Not the correct process. It's a simple warranty replacement I would think.

 

[HEK]

If that is what Apple told you I think that is the process. Although, there is always a chance the rep was mistaken.

No rep was correct. If you get good news that will be a mistake. Bad news is always correct.
Based on my philosophy of optimistic pessimism.

I'm really starting to think it might be best to start my new iPhone cycle three months later. With my November ship month I am almost that far out anyway.

 

[JayLenochiniMac]

It doesn't make sense why it wouldn't be a simple warranty replacement. Or are you refusing that and are insisting on returning it for a new retail box?

 

[justinf77]

I'd be perfectly happy with a warranty replacement instead of brand new in box, but they don't have replacement of any kind available. They did offer to order a part for the phone and repair it at the Genius Bar, but I don't want a brand new phone to go through a repair process when I just purchased it a few days ago. I'd like a phone that works properly out of the box which I think is a reasonable thing to ask given the cost of the device. Not to mention the fact that the screen also has very uneven backlighting, but that alone I could have lived with if everything else was working perfectly.

UPDATE - I called today to check on the status and as I feared, there was nothing in their system about holding a phone for me. The rep even told me it was impossible for them to prioritize a phone for me and that she wasn't sure why I was told that in the first place. She told me that if I wanted a replacement, I would need to try my luck with the reservation system online, which I thought was completely laughable. Waiting on hold for a Senior Advisor at Apple who will hopefully help me out with this issue because the support I've received so far has been uncharacteristically bad for Apple.

 

[mattwestside]

I thought a prereq for the IUP was AppleCare+; Why would you need to return your phone and start the whole process again, and what's the point of spending more/month for AC+ if this is the SOP for issues down the line?

 

[JayLenochiniMac]

I'd be perfectly happy with a warranty replacement instead of brand new in box, but they don't have replacement of any kind available. They did offer to order a part for the phone and repair it at the Genius Bar, but I don't want a brand new phone to go through a repair process when I just purchased it a few days ago. I'd like a phone that works properly out of the box which I think is a reasonable thing to ask given the cost of the device. Not to mention the fact that the screen also has very uneven backlighting, but that alone I could have lived with if everything else was working perfectly.

UPDATE - I called today to check on the status and as I feared, there was nothing in their system about holding a phone for me. The rep even told me it was impossible for them to prioritize a phone for me and that she wasn't sure why I was told that in the first place. She told me that if I wanted a replacement, I would need to try my luck with the reservation system online, which I thought was completely laughable. Waiting on hold for a Senior Advisor at Apple who will hopefully help me out with this issue because the support I've received so far has been uncharacteristically bad for Apple.

This is unusual. I've never recalled a time when they didn't have at least white box replacements at launch for iPhones. Sounds like they may have shifted production to create more retail boxes in order to meet demand.

This is bad news. First they indicated they wouldn't release launch weekend sales number because of limited supply and now those with defective units are left holding the bag because, if true, they've chosen to shift production to help counteract the limited supply.
[doublepost=1474483268][/doublepost]

I thought a prereq for the IUP was AppleCare+; Why would you need to return your phone and start the whole process again, and what's the point of spending more/month for AC+ if this is the SOP for issues down the line?

AC+ is irrelevant if they are in fact not stocking white box replacements for either the standard warranty or AC+.

 

[mobutt]

Doesn't actually hit your credit, I exchanged multiple times last year and have only 1 inquiry from them. I actually have no new inquiry from upgrading this year either for what it's worth.

 

[Mlrollin91]

Doesn't actually hit your credit, I exchanged multiple times last year and have only 1 inquiry from them. I actually have no new inquiry from upgrading this year either for what it's worth.

My credit report hasn't updated yet, so I'm unsure if I was hit again this year for using the program. This sounds promising!

 

[macfacts]

On my brand new iPhone 7 Plus, the microphone that's used for Siri and Dictation was totally broken out of the box. I didn't notice it at first because apparently it's a different mic than the one used for voice calls, but this mic doesn't hear any sounds and makes Siri and Dictation completely unusable.

So I took it to the Apple Store today where the Genius confirmed the issue and told me that I would need to swap out my phone for a new one...

Except there are a couple problems with this:

a) Because I purchased it through the iPhone Upgrade Program, I need to return the original phone and REAPPLY for the IUP when buying the second phone.

b) The phone I have (iP7+ 128GB Black) is out of stock everywhere in NYC. I thought Apple was supposed to keep some phones in stock for replacements in situations like this, but apparently this isn't the case as the Genius was not able to find any replacement for me today.

Now I'm told that I've been put on a special list where I will get first priority when the phone comes in, and they will call me when it happens, but I can't say that I'm too confident that will happen because this particular Genius didn't seem very much on top of things.

Next, even if I do manage to get a replacement in the next few days, he said I have to take the risk of returning the phone and reapplying for the iPhone Upgrade Program, which makes no sense to me because I was already approved and they should be able to do an exchange for a broken phone without requiring another hard credit pull.

Am I just out of luck here, and forced to jump through these hoops? Or is there some other option that I'm missing?

It's called the Apple lottery. You need to goto a different store or later in the day so you get a different Genius and try again.

 

[mattwestside]

I'm not sure how real-time this is, but it's a cool resource to check stock basically anywhere: http://www.istocknow.com/live/

 

[Marco123]

I started the IUP yesterday for a 7 that had a screen fault.
The genius today gave me a white box 7 to save me having to re-apply for a new 7.
Saved me some hassle as I'd forgotten my drivers license.

 

[justinf77]

Thanks for the help guys!

So I spoke to a Senior Advisor at Apple and he was excellent to deal with. He called all the stores in the NYC area to see if they had any stock for replacements but unfortunately they didn't. I wonder if this is just a 7 Plus issue because it seems the supply is much more limited for the Pluses than the regular 7s, so maybe that's why you were able to get a white box replacement @Marco123 ?

Anyway, the Apple rep then called the original store for me and apparently they're ordering a replacement phone for me which should be there within the next few days, at which point I'll need to go there to do the exchange. Not sure if it's a white box replacement or brand new retail box, but I don't care either way as long as it gets replaced.

I'll update this thread when I hopefully get this issue resolved, but I'm much more confident in having a positive outcome now because the Senior Advisor I'm working with seems genuinely interested in getting this resolved for me.

 

[Foss]

If you are talking about Matte Black, it is incorrect that they are no Matte Blacks for 7 Plus' in Manhattan. I have bought a few in the past few days including today. Just saying... I would demand they hold one as your replacement for you if I were you. If you're talking about JB, yeah there are zero of those in stores outside some sporadic demo models.

 

[justinf77]

If you are talking about Matte Black, it is incorrect that they are no Matte Blacks for 7 Plus' in Manhattan. I have bought a few in the past few days including today. Just saying... I would demand they hold one as your replacement for you if I were you. If you're talking about JB, yeah there are zero of those in stores outside some sporadic demo models.

I am indeed talking about Matte Black, but I think it needs to be the T-Mobile variant so I can do the return / exchange, and none of those are in stock anywhere in Manhattan from what I can tell.

 

[JayLenochiniMac]

I started the IUP yesterday for a 7 that had a screen fault.
The genius today gave me a white box 7 to save me having to re-apply for a new 7.
Saved me some hassle as I'd forgotten my drivers license.

So they do have white box replacements after all.

 

[Marco123]

So they do have white box replacements after all.

Yes, the guy brought out a white box replacement for me but I'm not to happy with this one as th screen uniformity is very yellow at the bottom.
I am now convinced that floor devices in an Apple Store are cherry picked.
After the HD quality of iTunes movies on my Apple TV 4 being just okay and old iphone backups not deleting off my iCloud space I'm not that impressed with Apple to be honest.

 

[Foss]

I am indeed talking about Matte Black, but I think it needs to be the T-Mobile variant so I can do the return / exchange, and none of those are in stock anywhere in Manhattan from what I can tell.

I saw some this morning at 12:01 AM. If I were you, I would try reserving one at 12:01 AM coming up. Then go in tomorrow to try to swap out your defective one for that one. There is no way they can say that they don't have one then. Although, they could claim the reservation is only for new purchases. Worth a shot than just waiting for a replacement.

 

[Mlrollin91]

Doesn't actually hit your credit, I exchanged multiple times last year and have only 1 inquiry from them. I actually have no new inquiry from upgrading this year either for what it's worth.

I was not hit with a second credit check this year! Sweet!

 

[Caviar_X]

Thanks for the help guys!

So I spoke to a Senior Advisor at Apple and he was excellent to deal with. He called all the stores in the NYC area to see if they had any stock for replacements but unfortunately they didn't. I wonder if this is just a 7 Plus issue because it seems the supply is much more limited for the Pluses than the regular 7s, so maybe that's why you were able to get a white box replacement @Marco123 ?

Anyway, the Apple rep then called the original store for me and apparently they're ordering a replacement phone for me which should be there within the next few days, at which point I'll need to go there to do the exchange. Not sure if it's a white box replacement or brand new retail box, but I don't care either way as long as it gets replaced.

I'll update this thread when I hopefully get this issue resolved, but I'm much more confident in having a positive outcome now because the Senior Advisor I'm working with seems genuinely interested in getting this resolved for me.

update?

 

[justinf77]

update?

Just got back from the Apple Store with my new, working iPhone! They ordered a white box replacement for me and it showed up at the store just today. No need to re-enroll in the IUP, was just a simple swap. Happy to finally have this resolved.

I do have to say though that when I called the Apple Store on W. 14th St. today to check if the phone had come in yet, the woman who answered the phone was very rude and told me that what I was claiming was impossible, that there was no way anyone at that store had the ability to put through a special order for a replacement phone for me. I explained that I spoke with a Senior Advisor at Apple and he set up the work order for me with the manager of the store. I even had to turn off Find My iPhone for them to put the order in.

Shockingly, she kept insisting I was wrong, so I finally asked her to just please take a look at my actual case info. She put me on hold to look it up, came back 2 minutes later, and was like, "Oh, ummm, ya your replacement phone is here in the store now. You can come pick it up whenever."

I'm a long-time Apple fan but the way this was handled at the store level was just terrible. The people I dealt with over the phone, though, were all extremely helpful, very pleasant to work with, and actually seemed to give a damn about resolving my problem.

 

[mobutt]

I was not hit with a second credit check this year! Sweet!

Yeah I don't understand why people were so worried in the first place, it would be ridiculous if we were hit every year.