iPhone XS Max Replacement iPhone

Rahim92

macrumors newbie
Original poster
Jun 3, 2019
5
0
So Apple decided to give me a replacement iPhone for my liquid damaged XS Max as the Face ID stopped working and they said it wasn’t repairable. However, they told me that I have to use one of my AC+ accidental damage deductible for it (for which I have no problem) but I’m not comfortable with the fact that I will be getting a refurbished unit, even though they denied and said it’s new, but it definitely isn’t as it comes in plain white packaging.
Upon insisting, do you think Apple will agree to give me an actual new iPhone? I do not want any accessories, just the phone.
 
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now i see it

macrumors 601
Jan 2, 2002
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In my opinion, refurbished iPhones are better than the ones getting spit off the factory floor at Foxconn.
Refurbished iPhones gets carefully checked and tested and certain parts (like battery and shell) gets replaced. The quality control and testing done on refurbished iPhones is way way better and more thorough than the ones rolling out new from the factory by the millions.

If I had a choice between brand new and refurbished, I'd choose the refurb every time. You know you won't get a lemon
 

nburwell

macrumors 601
May 6, 2008
4,582
1,616
DE
Other than the plain white packaging the refurbished iPhone comes in, I dare you to spot a physical difference between brand new and refurbished. I have purchased several MacBook Pro's, Apple Watch and iPad's refurbished directly from Apple and have not experienced one single problem.
 

Newtons Apple

Suspended
Mar 12, 2014
22,764
14,918
Jacksonville, Florida
Refurbished might look as new but I have had too many friends who found them to have defects. These phones were returned by someone, sometimes with defects that Apple did not catch.

Not saying that refurbished is bad but I would always prefer a fresh roll of the dice with a new phone.

As far as the OP goes, he/she has little choice as Apple replaces with refurbished devices.
 

ApfelKuchen

macrumors 68040
Aug 28, 2012
3,138
1,795
Between the coasts
So Apple decided to give me a replacement iPhone for my liquid damaged XS Max as the Face ID stopped working and they said it wasn’t repairable. However, they told me that I have to use one of my AC+ accidental damage deductible for it (for which I have no problem) but I’m not comfortable with the fact that I will be getting a refurbished unit, even though they denied and said it’s new, but it definitely isn’t as it comes in plain white packaging.
Upon insisting, do you think Apple will agree to give me an actual new iPhone? I do not want any accessories, just the phone.
The color of the box does not tell you whether the phone is (to quote from the US AppleCare+ Terms and Conditions) "new or equivalent to new in performance and reliability." The color of the packaging distinguishes between replacement units destined for the repair shop and retail inventory, nothing more. When you get a replacement you get only the phone, you don't get the Lightning cable, charger, or literature that come with a new retail unit. The box can be smaller, and there's no need to spend extra money to make it pretty.

They won't give you a phone from retail inventory, no matter how much you insist. In all my years reading these forums, I've never seen that happen.
 

Infinite Vortex

macrumors regular
Mar 6, 2015
243
465
You won't get a new one no matter how you insist. Like you, I'm not a big fan of refurbished electronics. While the argument can be made that a refurbished unit has been "looked over", the only defining thing that someone can say about a refurbished unit is that it passes certain test. Those are the same tests that they undergo before leaving the factory. My problem with refurbished is why they failed in the first place to then become refurbished.

So I'd be less than happy like yourself in the same situation although it is what it is when it comes to Apple.
 

VineRider

macrumors 6502
May 24, 2018
293
169
I got a replacement due to defective battery on my X. Model number on my replacement device starts with an "N".

I found the info below: It seems there is some distinction between replacement device (what I received) and refurbished. My replacement device is like new and no issues whatsoever.

The first letter in the model number represents the source of the device. Currently, there are four known possible choices:
  • "F": refurbished unit
  • "M": retail unit
  • "N": replacement unit
  • "P": personalized (engraved) unit

https://www.theiphonewiki.com/wiki/Models
 
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pika2000

macrumors 603
Jun 22, 2007
5,374
4,598
So Apple decided to give me a replacement iPhone for my liquid damaged XS Max as the Face ID stopped working and they said it wasn’t repairable. However, they told me that I have to use one of my AC+ accidental damage deductible for it (for which I have no problem) but I’m not comfortable with the fact that I will be getting a refurbished unit, even though they denied and said it’s new, but it definitely isn’t as it comes in plain white packaging.
Upon insisting, do you think Apple will agree to give me an actual new iPhone? I do not want any accessories, just the phone.
This is why Apple has been focussed on repairing phones instead of just simply replacing them with another unit (which is faster and easier for customers). Apparently people have some phobia about Apple refurbished units because they come in white boxes, so now many users are faced with lengthy repair process instead of simply quick replacement.

Apple refurbished units are practically new units in appearance and battery. They are just packaged more economically since they are destined to be replacement units, not for retail sales. You already have the box of your previous unit, so you still have a retail box if that's what you desire.
[doublepost=1561997649][/doublepost]
Other than the plain white packaging the refurbished iPhone comes in, I dare you to spot a physical difference between brand new and refurbished. I have purchased several MacBook Pro's, Apple Watch and iPad's refurbished directly from Apple and have not experienced one single problem.
Ever since I learned about Apple refurbished store, I have had bought all my subsequent iPods and Macs refurbished. Even my Airport routers are refurbished as well. They have the same warranty coverage for less, so win win for me.
Too bad Apple don't sell refurbished iPhones in my region.
 
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JPack

macrumors 601
Mar 27, 2017
4,671
6,992
Apple won't give you a new phone because it would be against their business model.

Your water damaged phone will get inspected and repaired and will become a replacement unit. If Apple kept giving out new phones, their AppleCare+ business model wouldn't work.
 

The-Real-Deal82

macrumors 604
Jan 17, 2013
7,695
11,645
Wales, United Kingdom
A friend of mine was walked into Apple today with his faulty iPhone 8 which was restarting constantly and the button was working intermittently. Apple said they couldn’t replace it but said if he traded it in there and then and paid £100, he could have a XR. It was 2 months out of warranty too. He obviously went for the XR and I think that’s pretty good customer service by Apple.
 

Shirasaki

macrumors G3
May 16, 2015
9,423
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My problem with refurbished is why they failed in the first place to then become refurbished.
There could be anything, including a simple “buyer’s remorse” that “they don’t like the color or size or something else”. We have no idea where those refurbished products are from.
 
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eyoungren

macrumors Core
Aug 31, 2011
21,174
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You won't get a new one no matter how you insist. Like you, I'm not a big fan of refurbished electronics. While the argument can be made that a refurbished unit has been "looked over", the only defining thing that someone can say about a refurbished unit is that it passes certain test. Those are the same tests that they undergo before leaving the factory. My problem with refurbished is why they failed in the first place to then become refurbished.

So I'd be less than happy like yourself in the same situation although it is what it is when it comes to Apple.
Apple won't give you a new phone because it would be against their business model.

Your water damaged phone will get inspected and repaired and will become a replacement unit. If Apple kept giving out new phones, their AppleCare+ business model wouldn't work.
There is one exception to this rule that I've seen very rarely and that is a documented paper trail of replacements that have all failed.

A friend of mine got his girlfriend an iPhone 5c when they launched. It was defective. Six replacements later (all defective in some way) and having been in continued contact with an AC+ supervisor, the 5c was replaced with a brand new iPhone 5s.

So, it is possible, but you have to have to be suffering major documented problems to get there.
[doublepost=1562011877][/doublepost]
So Apple decided to give me a replacement iPhone for my liquid damaged XS Max as the Face ID stopped working and they said it wasn’t repairable. However, they told me that I have to use one of my AC+ accidental damage deductible for it (for which I have no problem) but I’m not comfortable with the fact that I will be getting a refurbished unit, even though they denied and said it’s new, but it definitely isn’t as it comes in plain white packaging.
Upon insisting, do you think Apple will agree to give me an actual new iPhone? I do not want any accessories, just the phone.
Apple refers to them as remanufactured.

New casing, new battery. All parts tested, the entire phone tested when reassembled.
 
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Infinite Vortex

macrumors regular
Mar 6, 2015
243
465
There could be anything, including a simple “buyer’s remorse” that “they don’t like the color or size or something else”. We have no idea where those refurbished products are from.
Sure, but those products are typically returned to the system into the refurbished product chain and not the service chain. I used to repair Apple computers for a living a number of years back and I know what a service part looks like. The only time you're every going to get a "new" product as a service replacement is if you're getting it within the first month or so of a product release where returns and refurbished parts don't exist.
[doublepost=1562013804][/doublepost]
There is one exception to this rule that I've seen very rarely and that is a documented paper trail of replacements that have all failed.
But that's not what we have here. Yes, I've had a near 3 year old MacBook Pro replaced with a new one because the AASP I took it into for repair lost it. Yes, there are exceptions to the rule but this won't ever fall into that.
 
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MacLappy

macrumors 6502
Jul 28, 2011
320
104
Singapore
A friend of mine was walked into Apple today with his faulty iPhone 8 which was restarting constantly and the button was working intermittently. Apple said they couldn’t replace it but said if he traded it in there and then and paid £100, he could have a XR. It was 2 months out of warranty too. He obviously went for the XR and I think that’s pretty good customer service by Apple.
That is a sweet deal. Amazing customer service!
 
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Wide opeN

macrumors 65816
Aug 27, 2010
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Georgia
In my opinion, refurbished iPhones are better than the ones getting spit off the factory floor at Foxconn.
Refurbished iPhones gets carefully checked and tested and certain parts (like battery and shell) gets replaced. The quality control and testing done on refurbished iPhones is way way better and more thorough than the ones rolling out new from the factory by the millions.

If I had a choice between brand new and refurbished, I'd choose the refurb every time. You know you won't get a lemon
Agreed... My refurb Xs Max has 100% battery health whereas my "new" one was like 99-98%. So you tell me.
[doublepost=1562019937][/doublepost]
I got a replacement due to defective battery on my X. Model number on my replacement device starts with an "N".

I found the info below: It seems there is some distinction between replacement device (what I received) and refurbished. My replacement device is like new and no issues whatsoever.

The first letter in the model number represents the source of the device. Currently, there are four known possible choices:
  • "F": refurbished unit
  • "M": retail unit
  • "N": replacement unit
  • "P": personalized (engraved) unit

https://www.theiphonewiki.com/wiki/Models
Good to know, so I actually have a replacement unit. Thanks!!!
 
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eyoungren

macrumors Core
Aug 31, 2011
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But that's not what we have here. Yes, I've had a near 3 year old MacBook Pro replaced with a new one because the AASP I took it into for repair lost it. Yes, there are exceptions to the rule but this won't ever fall into that.
Well, I wasn't saying it would. I was just bringing it up as even in this, there is an exception.

I thought I was clear in mentioning that OP would need an extensive paper trail and series of defective devices (which OP does not have).
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
30,329
30,569
It Baffles me that so many people have problems with Apple issuing refurbished units. I think when the customer hears the word ‘refurbished’, they think it’s a ‘beat up used device’, when it’s actually the opposite. The display/casing/battery are all replaced, and obviously as already mentioned, it’s thoroughly tested. There’s literally no way to distinguish physically a refurbished phone from a new phone, that’s how good they are.
 

The-Real-Deal82

macrumors 604
Jan 17, 2013
7,695
11,645
Wales, United Kingdom
It Baffles me that so many people have problems with Apple issuing refurbished units. I think when the customer hears the word ‘refurbished’, they think it’s a ‘beat up used device’, when it’s actually the opposite. The display/casing/battery are all replaced, and obviously as already mentioned, it’s thoroughly tested. There’s literally no way to distinguish physically a refurbished phone from a new phone, that’s how good they are.
Exactly. The only way to tell a refurbished unit is by the model number but that’s it. You’re still getting a new, fully functional iPhone that has the same exterior and internal qualities of the iPhone it’s replacing.
 

jagolden

macrumors 65816
Feb 11, 2002
1,024
675
You won't get a new one no matter how you insist. Like you, I'm not a big fan of refurbished electronics. While the argument can be made that a refurbished unit has been "looked over", the only defining thing that someone can say about a refurbished unit is that it passes certain test. Those are the same tests that they undergo before leaving the factory. My problem with refurbished is why they failed in the first place to then become refurbished.

So I'd be less than happy like yourself in the same situation although it is what it is when it comes to Apple.
Apple refurbed units have been far more than “looked over”. They receive more rigorous testing the the new factory phones, new battery and shell.
As to why a phone was returned and became a refurbed unit is varied. Just reading the posts on MR you can see many returns simply because of non tech “issues”.
Nothing at all wrong with getting a refurb. And IF you think there’s a problem you can return it.
Have purchased many refurbs from Apple and never a problem.
Had my 6S+ replaced with a refurb when they messed up battery replacement and it was flawless.
 
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pika2000

macrumors 603
Jun 22, 2007
5,374
4,598
It Baffles me that so many people have problems with Apple issuing refurbished units. I think when the customer hears the word ‘refurbished’, they think it’s a ‘beat up used device’, when it’s actually the opposite. The display/casing/battery are all replaced, and obviously as already mentioned, it’s thoroughly tested. There’s literally no way to distinguish physically a refurbished phone from a new phone, that’s how good they are.
The problem is the rest of the consumer product industry (especially stores like Bestbuy and the likes), who essentially do almost nothing to re-sell stuff as refurbished. I have bought refurbished PCs from Dell, and often times they don't even bother removing the AA batteries from the wireless keyboard/mouse (if the unit comes with it). The problem is since everybody else is sloppy and lazy, Apple got the bad rep.
 
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jagolden

macrumors 65816
Feb 11, 2002
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The problem is the rest of the consumer product industry (especially stores like Bestbuy and the likes), who essentially do almost nothing to re-sell stuff as refurbished. I have bought refurbished PCs from Dell, and often times they don't even bother removing the AA batteries from the wireless keyboard/mouse (if the unit comes with it). The problem is since everybody else is sloppy and lazy, Apple got the bad rep.
That’s true. People need to educate themselves before buying anything, though.
Getting an Apple Certified Refurbished unit from an Apple Store of from Apples Online Store is completely different than buying a "refurb" from some 3rd party that is an unknown quantity.
 
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Bagaholic

macrumors member
Sep 27, 2014
79
99
I never knew that people have such issues with refurbished devices. I'd take a replacement unit over repairing my device any day.
 
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steve23094

macrumors 68030
Apr 23, 2013
2,612
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Refurbished might look as new but I have had too many friends who found them to have defects. These phones were returned by someone, sometimes with defects that Apple did not catch.

Not saying that refurbished is bad but I would always prefer a fresh roll of the dice with a new phone.

As far as the OP goes, he/she has little choice as Apple replaces with refurbished devices.
I would agree with you there. I got a refurb 5s through Apple which only lasted a bit less than a year. I started having problems with the lightning port three months in and then it totally totally crapped out and the battery was starting to go. This could easily be explained by some substandard work on the port.
 
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JPack

macrumors 601
Mar 27, 2017
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Apple refurbed units have been far more than “looked over”. They receive more rigorous testing the the new factory phones, new battery and shell.
That's your theory, unfortunately not grounded by any claim by Apple.
[doublepost=1562085511][/doublepost]
The display/casing/battery are all replaced, and obviously as already mentioned, it’s thoroughly tested.
Apple only claims the enclosure and battery are replaced. The display is not replaced.