iPhone 8(+) Shocking Customer Service - Apple Store White City (London)

back2thefu1ure

macrumors newbie
Original poster
Sep 26, 2015
19
18
Hello friends,

Im pretty much done with Apple.

I bought a new iPhone 8 Plus Red 256Gb. It began freezing up around a week after i bought it. The tech took me through resetting it, restoring it etc to no avail.

Eventually they booked me in with White City Apple store.

They checked the phone and said it will be swapped. I asked if it will be refurbished and the so called genius said no it will be new. I was sceptical.

Few days later i went to pick up my phone. It was in a plain white thin box. I asked the genius again if it was new and he said it was.

I took it home (3 hour round trip). Removed it from its plastic pouch, no adhesive protection. On the back to my horror i found a scratch on the glass. I called up apple immediately and they said they cannot help goto the store. So another long trip. Spoke to a floor manager who basically refused to swap the phone. Then spoke to the store manager (Jason Nash) who was the most rudest and disrespectful individual i have come across.

He basically intimated i caused the scratch and that he 100% sure apple does not ship defective products...LOL. He then went on to state its not environmentally friendly to change the phone. UNBELIEVABLE!!!

So im left with a scratched refurbished iphone bought just over a month ago...Way to go Apple. Your greed knows no bounds...
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
30,307
30,544
Hello friends,

Im pretty much done with Apple.

I bought a new iPhone 8 Plus Red 256Gb. It began freezing up around a week after i bought it. The tech took me through resetting it, restoring it etc to no avail.

Eventually they booked me in with White City Apple store.

They checked the phone and said it will be swapped. I asked if it will be refurbished and the so called genius said no it will be new. I was sceptical.

Few days later i went to pick up my phone. It was in a plain white thin box. I asked the genius again if it was new and he said it was.

I took it home (3 hour round trip). Removed it from its plastic pouch, no adhesive protection. On the back to my horror i found a scratch on the glass. I called up apple immediately and they said they cannot help goto the store. So another long trip. Spoke to a floor manager who basically refused to swap the phone. Then spoke to the store manager (Jason Nash) who was the most rudest and disrespectful individual i have come across.

He basically intimated i caused the scratch and that he 100% sure apple does not ship defective products...LOL. He then went on to state its not environmentally friendly to change the phone. UNBELIEVABLE!!!

So im left with a scratched refurbished iphone bought just over a month ago...Way to go Apple. Your greed knows no bounds...
Escalate your case to the customer relations and have them investigate the situation. If you really were mistreated poorly and/or mis -lead to believe what type of device you received that had a scratch on the display out of your control, I wouldn’t even bother contacting the store, I would have someone else investigate the situation for you, and make it right. Other than scratched display, make sure you note in your complaint about the store’s unprofessional behavior.
 

Ifti

macrumors 68020
Dec 14, 2010
2,184
392
UK
Its not refurbished, but certainly should not be scratched.

I recently had my phone replaced, but rather then do this in store I did it via post. They posted me a new handset, and I then returned my existing in the same box.

Anyway, I asked the same question - I want a NEW phone considering mine was only a month old.
The way it works is Apple produce retail boxed handsets, which is what you get when you purchase new.
Apple then create new handsets but just do not retail box them, they are boxed in a plain small package with no accessories.
The handset is actually new, its just packaged differently for sole use as a replacement handset.
I also checked the serial when I received the replacement handset and it was not registered etc whatsoever - when I activated the handset it suddenly appeared as registered and my AppleCare transferred.

Mine also had the plastic wrapping around the phone, and was spotless, so I was happy with the physical unit - still didn't fix my poor cellular connection issues though!! lol

With your scratch, I would contact AppleCare support via phone, explain whats happened, and request another replacement.
 

OLDGUYWITHAHIFI

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Nov 14, 2018
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The replacement phone is not refurbished. Just about every iPhone I ever bought needed to be returned and replaced with a white box phone. I was told on multiple occasions the replacement phones are new and used specifically for replacement purposes. They are not in retail boxes but they are not returned or refurbished units.

To be honest I would prefer the replacement phone over the retail box version. The last phone I purchased was the 8 plus. When I picked it up I joked with the sales person that they should just give me a replacement phone right from the get go because every phone I have purchased needed to be swapped at some point. Sure enough two weeks later I had LTE issues and they replaced the phone. Been good ever since.

Rude employees are a different issue.

Since you are done with Apple I'd look at the One Plus 6T or the Samsung. Thanks for letting us know.
 
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Relentless Power

macrumors Nehalem
Jul 12, 2016
30,307
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I was told on multiple occasions the replacement phones are new and used specifically for replacement purposes. They are not in retail boxes but they are not returned or refurbished units.
Very rarely is it where someone would receive a new unit with a white box replacement, the only way that would really happen, is if a new iPhone had just released, and the customer received a defective device on launch day, and they needed a replacement, that would mean it would be new, because Apple likely wouldn’t have any refurbished devices to issue yet. But in most cases, the customer can’t differentiate a refurbished device from new, because they replace typically the display, battery and casing.
 

OLDGUYWITHAHIFI

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Very rarely is it where someone would receive a new unit with a white box replacement, the only way that would really happen, is if a new iPhone had just released, and the customer received a defective device on launch day, and they needed a replacement, that would mean it would be new, because Apple likely wouldn’t have any refurbished devices to issue yet. But in most cases, the customer can’t differentiate a refurbished device from new, because they replace typically the display, battery and casing.
And how do you know this to be true?

Granted all of the phones I had replaced were still being produced so I have no reason to doubt what I was told on multiple occasions, by multiple sales associates, at multiple stores.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
30,307
30,544
And how do you know this to be true?
As I mentioned, you _could_ receive a new unit, but it’s rare at best. White box replacement units are refurbished customer devices that were returned for Minimal reasons (I.e Didn’t like the device, minimal hardware/software concerns) and in operable condition that are tested with battery state, new displays and the casing is replaced. (The logic board is likely used.) Those are the three standards that Apple offers aside from internal diagnostic testing when issuing replacement devices. Store associates are not necessarily incorrect by telling you that you cannot receive a new unit, but they are in fact no way of knowing if they are ‘New’or not, when in most cases, they are not new.

Again, you very well could receive a new device when the new iPhone launches and They don’t have enough units to replace as a refurbished device.

Granted all of the phones I had replaced were still being produced so I have no reason to doubt what I was told on multiple occasions, by multiple sales associates, at multiple stores.
No one is contesting what an associate told you, the point is, you have a very high probability that the phone is definitely not new, and it was used before, but Apples refurbish devices that were used prior, are thoroughly/stringently inspected both diagnostically and hardware elements before issuing to the customer.
 

OLDGUYWITHAHIFI

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You seem somewhat uneducated. That’s not how white box replacements are issued . As I mentioned, you _could_ receive a new unit, but it’s rare at best. White box replacement units are refurbished customer devices that were returned for Minimal reasons (I.e Didn’t like the device, minimal hardware/software concerns) and in operable condition that are tested with battery state, new displays and the casing is replaced. Those are the three standards that Apple offers aside from internal diagnostic testing when issuing replacement devices. Store associates are not necessarily incorrect by telling you that you cannot receive a new unit, but they are in fact no way of knowing if they are ‘New’or not, when in most cases, they are not new.

Again, you very well could receive a new device when the new iPhone launches and They don’t have enough units to replace as a refurbished device.



No one is contesting what an associate told you, the point is, you have a very high probability that the phone is definitely not new, and it was used before, but Apples refurbish devices that were used prior, are thoroughly/stringently inspected both diagnostically and hardware elements before issuing to the customer.
And again you know this how?

Since my information differs from yours I am relegated to the uneducated classification? Are you basing your expert knowledge on perceived assumptions?

To educate oneself a person asks questions and does research. You inquire with persons who are employed in the field you are inquiring about. The reason I asked multiple persons at multiple Apple stores if the replacement units I was receiving were new or refurbished is because I was skeptical. Since I was provided with the same information on multiple occasions, and after reading on multiple sites that the units were new (granted there were many "opinions" to the contrary), I came to a conclusion based on the information I was given.

If you have some other information that would prove otherwise please share.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
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Since my information differs from yours I am relegated to the uneducated classification? Are you basing your expert knowledge on perceived assumptions
Two points:

1.) I would highly suggest to revisit and conduct some historical research on these forums (In which there are a plethora of threads on these exact topics), you will find out that in fact, the majority of replacement devices are in _fact_not_new, they are used devices in most cases that have a new battery, casing and display. I’m indifferent to what store associates told you, they are in fact, have no direct way of knowing if the device is used or new. It’s been suggested to you twice, that device could be new, but it’s a *very *rare chance that it is, what they mean by when they say ‘new’, is exactly the three key ingredients that a replacement device includes.

2.) I have worked with AppleCare many times On refurbished/replacement devices, they specifically themselves will tell you over store associates, that they are not new devices, they are in fact used devices, but may infer the term ‘New’. You could receive a new device at a given slim chance, but what is new, are the hardware components that are replaceable (Battery casing, display) the logic board, camera, speakers, itself are in fact used.
 
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Ifti

macrumors 68020
Dec 14, 2010
2,184
392
UK
Replacement devices are not refurbished units - they are new units just packaged in a cut-down package with no accessories. Batches of handsets are made for this purpose.
 

OLDGUYWITHAHIFI

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Two points:

1.) I would highly suggest to revisit and conduct some historical research on these forums (In which there are a plethora of threads on these exact topics), you will find out that in fact, the majority of replacement devices are in _fact_not_new, they are used devices in most cases that have a new battery, casing and display. I’m indifferent to what store associates told you, they are in fact, have no direct way of knowing if the device is used or new. It’s been suggested to you twice, that device could be new, but it’s a *very *rare chance that it is, what they mean by when they say l ‘new’, is exactly the three key ingredients that a replacement device includes.

2.) I have worked with AppleCare many times On refurbished/replacement devices, they specifically themselves will tell you over store associates, that they are not new devices, they are in fact used devices. You could receive a new device at a given slim chance, but what is new, are the hardware components that are replaceable (Battery casing, display) the logic board, camera, speakers, itself are in fact used.
So your opinion is based on your experiences and my opinion is based on mine, but for some reason the information I was given was flawed and yours is correct. Got it.

I too have dealt with AppleCare and store employees on multiple occasions. I have bought every iPhone since the first release. I have had to replace just about every phone I have had since the iPhone 5, AND I was provided with the information I am sharing over several years by multiple employees.

I guess there must be some big conspiracy in play to hoodwink me into thinking otherwise. I agree that as time goes on and stock becomes limited, refurb'ed units could make their way into the pipeline, but so far no one at Apple has shared that information with me. Thanks for sharing your opinion.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
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So your opinion is based on your experiences and my opinion is based on mine
I guess the evidence is directly above your post, with another member indicating a thread discussing the replacement devices being refurbished. So there is some evidence directly correlated what I was reiterating to you already. Regardless, as I mentioned, you can do some historical research, as what I’m saying is exactly correct, as I have plenty of experience with the iPhone and Apple directly on My findings. It’s not opinion on anything I posted, it’s fact that leans both ways it could be a new device, but it’s highly unlikely. But thank you for the discussion.
 
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OLDGUYWITHAHIFI

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Interesting. So if I were in South Korea I would have received a refurbished phone in the past. Good to know, thanks. I stand corrected.

Good thing I don't do business in South Korea. Does the same policy apply to the United States?
[doublepost=1542710867][/doublepost]
I guess the evidence is directly above your post, with another member indicating a thread discussing the replacement devices being refurbished. So there is some evidence directly correlated what I was reiterating to you already. Regardless, as I mentioned, you can do some historical research, as what I’m saying is exactly correct, as I have plenty of experience with the iPhone and Apple directly on My findings. It’s not opinion on anything I posted, it’s fact that leans both ways it could be a new device, but it’s highly unlikely. But thank you for the discussion.
Evidence that South Korea was providing refurbished units. Noted.

When a person attempts to reference information from forums or internet searches, logic and reason sometimes takes a back seat to reality and common sense.
 

OLDGUYWITHAHIFI

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That's why you can't be bothered to google it for yourself, I presume?

https://9to5mac.com/2016/07/20/applecare-plus-class-action-refurb-lawsuit/
I never had a reason to Google this topic until someone doubted the information I was provided by Apple on multiple occasions.

Good information. I wonder if the suit was ever settled or resolved, thus proving Apple was using refurb'ed units as replacements. Lawsuits are filed all the time. Does not prove guilt or innocence one way or the other. If I have some time I'll try to find out if the suit was settled. A quick search revealed the suit was filed but no ruling is noted. Thanks.
 
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nicho

macrumors 68030
Feb 15, 2008
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someone doubted the information I was provided by Apple on multiple occasions.
For what it's worth I found a forum post on MR claiming that Apple regards them as remanufactured rather than refurbished. The official line is, therefore, that they are not refurbished. That would probably be why Apple has told you they are not refurbished/that they are new.

Consumer legislation in some countries begs to differ, hence the existence of the refurb store rather than Apple simply remanufacturing and selling as new. But warranty replacements aren't bound by the same legalese.
 

George Dawes

macrumors 6502a
Jul 17, 2014
843
687
=VH=
I’ve been there , it’s awful.

I ended up having to tell customers the info as the sales people didn’t have a clue...
 

laptech

macrumors 6502
Apr 26, 2013
307
392
Earth
I never had a reason to Google this topic until someone doubted the information I was provided by Apple on multiple occasions.

Good information. I wonder if the suit was ever settled or resolved, thus proving Apple was using refurb'ed units as replacements. Lawsuits are filed all the time. Does not prove guilt or innocence one way or the other. If I have some time I'll try to find out if the suit was settled. A quick search revealed the suit was filed but no ruling is noted. Thanks.
It would appear the case was dismissed

https://www.leagle.com/decision/infdco20170306859

quote from the end of the document

CONCLUSION
In accordance with the foregoing, defendants' motion to dismiss is GRANTED IN PART AND DENIED IN PART. Plaintiffs shall file an amended complaint within 20 days.

IT IS SO ORDERED

This is the actual court documents https://www.scribd.com/document/318860234/MALDONADO-vs-APPLE
 
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MacLappy

macrumors 6502
Jul 28, 2011
320
104
Singapore
This is sad, I remember the days when apple use to be know for their good customer service.

OP, did you call customer service again and inform them of your bad experience at the apple store during your second visit and also how they did nothing to help with the issue on your iPhone?

So frustrating.
 

Knowlege Bomb

macrumors 604
Feb 14, 2008
6,515
2,240
Madison, WI
Just to be clear, you didn't look at the phone until you returned home three hours later?
That was my first thought. EVERY time I purchase anything at an Apple store it is opened, powered on and fully inspected before I leave. Just recently I opened my S4 Apple Watch and the screen was completely white with some ghosting of what I was supposed to be seeing.

I can't imagine driving three hours before realizing I have a defective product. Raaaaage.
 
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JPack

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Mar 27, 2017
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Apple's own U.S. warranty policy tells you they replace with refurbished units.

If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or parts that are equivalent to new in performance and reliability, (2) exchange the Product with a product with equivalent functionality formed from new and/or previously used parts that are equivalent to new in performance and reliability or with your consent, a product that is at least functionally equivalent to the product it replaces, or (3) refund the original purchase price.

https://www.apple.com/legal/warranty/products/accessory-warranty-english.html
It would be naive to believe replacements are brand new coming off a parallel manufacturing line. What do people think happens to the open box units? Straight to scrap? Apple salvages the logic board and display and rebuilds a refurbished unit using those parts.
 

back2thefu1ure

macrumors newbie
Original poster
Sep 26, 2015
19
18
This is sad, I remember the days when apple use to be know for their good customer service.

OP, did you call customer service again and inform them of your bad experience at the apple store during your second visit and also how they did nothing to help with the issue on your iPhone?

So frustrating.
Yes i explained everything to them to no avail. I use my phone for business and im losing money because whilst im sending emails sometimes the phone will freeze.

Their support is pompous and useless.

Went into their Brent Cross store today only to be told by the manager Rachel that i would need to contact the citizens advice bureau if i wanted a replacement!!!!!!!!!!!!!!!!!!!!!!!

Its only a month old!!!
[doublepost=1542733931][/doublepost]
That was my first thought. EVERY time I purchase anything at an Apple store it is opened, powered on and fully inspected before I leave. Just recently I opened my S4 Apple Watch and the screen was completely white with some ghosting of what I was supposed to be seeing.

I can't imagine driving three hours before realizing I have a defective product. Raaaaage.
The so called genius just handed me the phone and basically out the door. Then almost three hours after being in traffic i get home to find this scratch.
 

Knowlege Bomb

macrumors 604
Feb 14, 2008
6,515
2,240
Madison, WI
The so called genius just handed me the phone and basically out the door. Then almost three hours after being in traffic i get home to find this scratch.
Apologies in advance but I just can't feel sorry for you here unless the genius physically removed you from the store before allowing you to inspect your $850 phone. Even then you still had every opportunity to check it out BEFORE driving the three hours.

I realize the whole situation is really unfair but there are steps that could have been taken to prevent it. The further away from the original purchase date you get the less sympathy you're going to get from a genius. I'm sure it's been mentioned but I'd say your best bet at this point would be contacting customer support.