Replacement Policy of Apple Uk : Confused !

Discussion in 'iPhone' started by bandofbrothers, Oct 3, 2012.

  1. bandofbrothers macrumors 601

    bandofbrothers

    Joined:
    Oct 14, 2007
    Location:
    Uk
    #1
    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.
     
  2. mattopotamus macrumors G5

    mattopotamus

    Joined:
    Jun 12, 2012
    #2
    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.
     
  3. ARSC macrumors 6502

    Joined:
    Jun 27, 2010
  4. Browno01 macrumors regular

    Joined:
    Sep 17, 2012
    #4
    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...
     
  5. Mercenary macrumors 6502a

    Joined:
    Sep 17, 2012
    #5
    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.
     
  6. stuaz macrumors 6502

    Joined:
    Jun 16, 2012
    #6
    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!
     
  7. d123 macrumors 68000

    d123

    Joined:
    Oct 19, 2009
    Location:
    Earth
    #7
    If you don't send the original back they will just charge your registered card for it.
     
  8. Browno01 macrumors regular

    Joined:
    Sep 17, 2012
    #8
    Didn't think you could charge a debit card?
     
  9. legreen macrumors newbie

    Joined:
    Jun 29, 2010
    #9
    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.
     
  10. bandofbrothers thread starter macrumors 601

    bandofbrothers

    Joined:
    Oct 14, 2007
    Location:
    Uk
    #10
    Did you pose the question about visiting a local Apple store to swap it out ?
     
  11. JD92, Oct 3, 2012
    Last edited: Feb 2, 2013
  12. bandofbrothers thread starter macrumors 601

    bandofbrothers

    Joined:
    Oct 14, 2007
    Location:
    Uk
    #12
    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.

    ----------

    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.
     
  13. legreen macrumors newbie

    Joined:
    Jun 29, 2010
    #13
    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!
     
  14. MrJM macrumors 6502

    MrJM

    Joined:
    Jan 15, 2012
    #14
    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!
     
  15. bandofbrothers thread starter macrumors 601

    bandofbrothers

    Joined:
    Oct 14, 2007
    Location:
    Uk
    #15
    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
     
  16. d123 macrumors 68000

    d123

    Joined:
    Oct 19, 2009
    Location:
    Earth
    #16
    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.

    http://images.apple.com/legal/terms/docs/iphone_ars_emea_uk.pdf
     
  17. bandofbrothers thread starter macrumors 601

    bandofbrothers

    Joined:
    Oct 14, 2007
    Location:
    Uk
    #17
    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
     
  18. legreen macrumors newbie

    Joined:
    Jun 29, 2010
    #18
    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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