Replacement Policy of Apple Uk : Confused !

bandofbrothers

macrumors 601
Original poster
Oct 14, 2007
4,780
328
Uk
I'm keen on purchasing an iPhone 5 and have been trying to reserve one from my local UK Apple Store on 4 occasions. Today is my 5th attempt.

I'm now considering just ordering one via the UK Apple Store and wait 3-4 weeks for despatch.

Before I placed the online sale I thought it prudent to ask a few questions with an online chat specialist.

One of the questions was in connection to receiving an iPhone that was hardware faulted or had some form of cosmetic issue. I'm not talking about a small nick or scar but large scuffs or dings or perhaps a faulty screen.

I was advised that I could contact my local apple store and make a genius appointment and they would check it out and if upheld I would be supplied a new one stock permitting, or if no stock is available I would be put on a priority list to return when one is available In store.

As I was awaiting a confirmation e mail by 9pm to let me know if I'd been successful so I advised the specialist I would wait.

The next day I again chatted with another specialist who advised me differently. I would have to send the iPhone back to them for evaluation and if my concerns were supported I would be sent another. But if I kept the phone for over 14 days then possibly I could swap it out at an apple store

I know I'm thinking of the worst case scenario but I'm just trying to confirm where I stand. I fully expect to receive a pristine handset.

I've now e mailed customer services asking for clarification as I don't want to wait 3-4 weeks, get a faulty phone, have to send it back and wait again for re delivery !

Has any Uk owner purchased from the online store and been allowed to visit an apple store genius Barr to resolve an issue within the first 14 days ?

I'm not after refunds just a good quality handset from the getgo.
 

mattopotamus

macrumors G5
Jun 12, 2012
13,768
4,254
I know in the US you can return an online order to the store, so I would be shocked if it was different in the UK.
 

Browno01

macrumors regular
Sep 17, 2012
233
15
I rang up, in the UK, sent photographic evidence via email, they sent me a new one, and are yet to ask for the original back...
 

Mercenary

macrumors 65816
Sep 17, 2012
1,154
545
You can just book a genius appointment at your local store and they will sort you out. They now keep a stock of white boxed replacement handsets for repairs.

Or you can send it back. your choice.

The stores will prefer you to send it back rather than take up their time but they will still see you.
 

stuaz

macrumors 6502
Jun 16, 2012
446
1
I have done it a number of ways with various Apple products in the past.

I have gone to an Apple store and they swapped it out for a new one. I have sent something back and waited for the new one to be sent. Or they have posted one and I then did a swap with the UPS/FedEx guy.

If an Apple store is local to you, then I would suggest that as an Option, especially if they have stock, as you walk in with a busted device and potentially walk back out with a new one. Simples!
 

d123

macrumors 68020
Oct 19, 2009
2,038
455
Earth
I rang up, in the UK, sent photographic evidence via email, they sent me a new one, and are yet to ask for the original back...
If you don't send the original back they will just charge your registered card for it.
 

legreen

macrumors newbie
Jun 29, 2010
29
0
I'm in the middle of my second replacement with Apple. I phoned up Apple After Sales to report the damage/dead pixels on my first iPhone 5 and they sent out a replacement and arranged for a courier to contact me to pick up the faulty handset. The replacement arrived within 5 days. However it too was faulty and I now have to wait for the courier to pick up the first replacement handset tomorrow before they will second out a second replacement handset.
 

bandofbrothers

macrumors 601
Original poster
Oct 14, 2007
4,780
328
Uk
I'm in the middle of my second replacement with Apple. I phoned up Apple After Sales to report the damage/dead pixels on my first iPhone 5 and they sent out a replacement and arranged for a courier to contact me to pick up the faulty handset. The replacement arrived within 5 days. However it too was faulty and I now have to wait for the courier to pick up the first replacement handset tomorrow before they will second out a second replacement handset.
Did you pose the question about visiting a local Apple store to swap it out ?
 

bandofbrothers

macrumors 601
Original poster
Oct 14, 2007
4,780
328
Uk
You can just book a genius appointment at your local store and they will sort you out. They now keep a stock of white boxed replacement handsets for repairs.

Or you can send it back. your choice.

The stores will prefer you to send it back rather than take up their time but they will still see you.
Now I too would have thought this to be the case ,but the two conflicting specialists advice has thrown me.

I'm still awaiting Apples reply to my e mail.

----------

With iPhones ordered online you can either try and get the phone swapped at the Genius Bar if they have any stock, or you can arrange to have the online store send out a courier who will pick it up and either a replacement or a refund will be issued.
Are you in the Uk or Europe and have gone down this route yourself ?

Like I've said I know it's the worst case scenario but I would like to know my avenues of resolution if it did happen !

Thanks for your advice.
 

legreen

macrumors newbie
Jun 29, 2010
29
0
Did you pose the question about visiting a local Apple store to swap it out ?
I haven't as of yet as it is more convenient for me to have a replacement delivered to me plus I assumed they wouldn't have any stock. If my 3rd handset isn't an acceptable standard I may ask if that is an option. I just want a handset that is of standard for £600 at the moment!
 

MrJM

macrumors 6502
Jan 15, 2012
387
158
I ordered the new iPad online and it was delivered launch day. I had a problem with it and asked Applecare if I could take it instore and get a replacement.

I was told that as I ordered online I would have to have a replacement from them or send it back for a refund then buy a new one instore.

They collected it from me and gave me a refund and I just went and bought a new one!
 

bandofbrothers

macrumors 601
Original poster
Oct 14, 2007
4,780
328
Uk
I haven't as of yet as it is more convenient for me to have a replacement delivered to me plus I assumed they wouldn't have any stock. If my 3rd handset isn't an acceptable standard I may ask if that is an option. I just want a handset that is of standard for £600 at the moment!
That's fair enough.

May I ask what the issues have been and how long between each swap. Did they collect the faulty one first and and then deliver a replacement down the line and was you expected to e mail pictures to Apple first.

Even tho some owners have had some issues I can't knock their dedication to get it right for an owner.

----------

I ordered the new iPad online and it was delivered launch day. I had a problem with it and asked Applecare if I could take it instore and get a replacement.

I was told that as I ordered online I would have to have a replacement from them or send it back for a refund then buy a new one instore.

They collected it from me and gave me a refund and I just went and bought a new one!

Now this is what I'm trying to highlight !
Is it a case of who you speak to in the first place !

Hmmmm
 

d123

macrumors 68020
Oct 19, 2009
2,038
455
Earth
Didn't think you could charge a debit card?
In the UK I see no reason why they couldn't charge it against a debit card, it runs on the same system as credit cards here.

Apple's T&Cs are clear about charging for a non returned warranty fault phone.

Charges and Authorisation.

For the ERS, Apple will charge your credit card the ERS Charge, described at http://www.apple.com/uk/support/iphone/service/exchange (“ERS FAQ Web Page”) at the time the Replacement iPhone is ordered. The ERS Charge is waived for AppleCare Protection Plan for iPhone customers.

In addition, at the time the Replacement iPhone is ordered, Apple will effect an authorisation against your credit card equal to the replacement value of a new iPhone (“Replacement Value”), described at the ERS FAQ Web Page. This authorisation will be maintained by Apple and will be applied against any damage to the Original iPhone that is not covered by Apple’s warranty or the AppleCare Protection Plan, loss of the Original iPhone or other payments due Apple.

If Apple receives the Original iPhone as required by Sections 1.1 and 1.2 above in a condition that is: (i) eligible for warranty service, the authorisation on your credit card will expire; (ii) ineligible for warranty service but eligible for Out of Warranty Service, your credit card will be charged the Out of Warranty Fee, described at the ERS FAQ Web Page; (iii) ineligible for warranty service and ineligible for Out of Warranty Service, your credit card will be charged the Replacement Value. An Original iPhone that is inoperable due to unauthorized modifications or has failed due to catastrophic damage, such as the device separating into multiple pieces, are examples of an iPhone that is ineligible for Out of Warranty Service.

If Apple does not receive the Original iPhone within the Return Period as required by Section 1.2 above your credit card will be charged the Replacement Value. However, if the Original iPhone is returned to Apple within ten (10) days after the end of the Return Period your credit card will be charged the Late Fee, as described at the ERS FAQ Web Page, and any other charges for which you are responsible, and the remainder of the Replacement Value will be credited back to your credit card.

After confirmation that all charges have been paid, the authorisation on your credit card will expire. All fees and charges described herein exclude all applicable taxes.
http://images.apple.com/legal/terms/docs/iphone_ars_emea_uk.pdf
 

bandofbrothers

macrumors 601
Original poster
Oct 14, 2007
4,780
328
Uk
My eventual reply from Apple.
Does sound like I can visit the Apple store with confidence !!



Thank you for contacting the Apple Online Store.

I understand you are concerned about service options available to you after you have received delivery of your order.

I can confirm that it is possible to have your order delivered to your work address and I can further confirm that it is possible to reserve a Genius Bar appointment if you experience any technical difficulties with your iPhone 5. Your limited warranty is valid for 12 months from date of purchase. Please visit these links for further information:

http://www.apple.com/uk/support/iphone/
http://store.apple.com/uk/open/salespolicies
http://www.apple.com/uk/retail/geniusbar/

However, when you receive your order and if you change your mind, you have 14 calendar days from the date of delivery to return your order for refund or replacement.

Please note that the Apple Online Store and the Apple Retail Stores are two separate workgroups so I would not be able to confirm replacement procedures in retail stores.

I would encourage you to contact our Sales Team on 0800 048 0408. This team is ideal to help answer any queries you may have. They can help you to find solutions to ensure that you are getting the best experience with any Apple products you are using or wish to, and they can also provide you with the most up to date information about products that we currently have on our Store.

I hope this has been of help to you.

Kind regards,

Apple Online Store
Apple Distribution International
 

legreen

macrumors newbie
Jun 29, 2010
29
0
That's fair enough.

May I ask what the issues have been and how long between each swap. Did they collect the faulty one first and and then deliver a replacement down the line and was you expected to e mail pictures to Apple first.

Even tho some owners have had some issues I can't knock their dedication to get it right for an owner.

----------




Now this is what I'm trying to highlight !
Is it a case of who you speak to in the first place !

Hmmmm
The first one had a scratch (which I was going to ignore) but then there were some dead pixels on the screen and the handset was really collecting dust around the edges. I know they do collect dust but this was not normal! I wasn't asked for photos.

I was quoted 3 - 5 working days for the replacement to arrive and it took 4. They had arranged for the courier to contact me to pick it up which was done via email so I just arranged for it to be collected after the new handset had arrived.

Got the replacement that looked perfect but on closer inspection the entire right side of the screen wasn't attached to the casing properly and looked split in places.

I have been asked to email a photo (not that you can tell what's wrong from a photo) and let them know when the first handset is on its way back to them and then they will send out another replacement. Hoping to hear back from them tomorrow.
 
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