Should I complain to Apple or is it pointless?

Discussion in 'iPhone' started by CBillups1, Jun 17, 2016.

  1. CBillups1 macrumors 6502a

    CBillups1

    Joined:
    Sep 1, 2008
    Location:
    Michigan
    #1
    long story short, my 6 month old 6S that is flawless never dropped etc etc randomly died Saturday/Sunday morning

    Rush to the Apple Store soon as it opens Sunday morning and they help me, check my phone out said they can't get it to turn on, no water damage, looks new so it Happens.

    Then they tell me they will send it out to get repaired...? Um ok why not give me a new phone and let me be on my way (already pissed I lost a lot of personal items in my phone, my fault)

    Comes out give me a "loaner" phone which was a 6 not a 6S. Tells me 3-5 business days I should have my phone back.

    End of 5th business day I'm still here without my phone. Sure a lot of you will attack me and say shut up but apple is rather quick with these type of things but this whole thing was ass backwards. Why not just give me a refurbished phone from the back like they do for other people?

    I'm sitting here using this old ass phone that's not even the same gb, for some reason won't even connect to my car via USB or Bluetooth. Very laggy. Over all garbage.


    First time I've legit been pissed at Apple and how the store handled this whole situation
     
  2. flyinmac macrumors 68030

    flyinmac

    Joined:
    Sep 2, 2006
    Location:
    United States
    #2
    They aren't required to give you a loaner. That is a courtesy.

    And if the phone was brand new, then I'd expect immediate exchange. But since it isn't brand new, they're following the standard procedures.

    While I understand your frustration, you can't expect more than what the written warranty promises.

    The local store isn't in control of Apple's delay in processing and providing a repair or replacement phone.
     
  3. C DM macrumors Westmere

    Joined:
    Oct 17, 2011
    #3
    So if it's been 3-5 days already, what are they saying about it?
     
  4. lordofthereef macrumors G5

    lordofthereef

    Joined:
    Nov 29, 2011
    Location:
    Boston, MA
    #4
    This isn't the first time I've heard this. Apple seems to be moving away from the "we will just give you a new phone" model and going with the shipping out or repairing in store, if available.

    I got into a short back and forth with someone here a few weeks ago when I pointed out I had read this a few times now. This individual insisted that if one is polite they'll get what they wante have no reason to believe you were impolite and you're just a "victim" of changes in the way apple handles replacements.

    To be quite frank, Apple has never, at any point, promised replacements on site for any of their warranty problems. We've just come to accept that, over the last near decade, this is how they handled iOS products.

    All that said, feedback, IMO, is always good. I would express my disappointment. Whether it changes anything, we may never know. But well written feedback is often taken into account.
     
  5. timeconsumer macrumors 65816

    timeconsumer

    Joined:
    Aug 1, 2008
    Location:
    PNW
    #5
    Wow, 3-5 business days? This was one of the main reasons I choose Apple products. To walk into an Apple Store and receive a fixed or replaced device same day. If Apple is moving away from this then I will definitely need to re-evaluate my phone purchases going forward.

    At least they gave you a loaner phone, but have you talked to a manager to see what's going on?
    --- Post Merged, Jun 17, 2016 ---
    They may not have promised replacements but i've loved the peace of mind knowing I would get a replacement same day. If this is changing then I can no longer use that as an argument going forward. It is what it is I guess, at least they'll handle sending it out for me and I don't have to box it up and ship it out myself.
     
  6. deany macrumors 68030

    deany

    Joined:
    Sep 16, 2012
    Location:
    North Wales
    #6
    sorry that apple aren't giving new iPhones for non accident broken ones, less than a year old.
    I had a 9 month old iPhone (sim free) a few years ago & the apple store in Liverpool gave me a no quibble new one (not refurb) I was impressed to say the least.
     
  7. lordofthereef macrumors G5

    lordofthereef

    Joined:
    Nov 29, 2011
    Location:
    Boston, MA
    #7
    Don't get me wrong, the same day replacements is one huge reason I have stuck by Apple all these years. If they do move away from that as a whole I think they won't be much different than the competition in those regards.

    I can't say for certain this is the case, but it's not the first time I've read of this happening. It certainly seems that the store has discretion in the matter.
     
  8. I7guy macrumors G5

    Joined:
    Nov 30, 2013
    Location:
    What Exit?/Saguaro Country
    #8
    So if you have AppleCare does it change anything?
     
  9. timeconsumer macrumors 65816

    timeconsumer

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    Aug 1, 2008
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    PNW
    #9
    Definitely a huge reason for me as well. I'll have to continue to monitor this going forward as this would be disappointing.
     
  10. akash.nu macrumors 68020

    akash.nu

    Joined:
    May 26, 2016
    #10
    We've just been spoiled by Apple. Having said that 5-7 days turn around is way ahead of the competition. Especially when they give you a loaner. I've had friends dealing with Samsung for months and same with carriers. So still Apple is winning on that front.
     
  11. T'hain Esh Kelch macrumors 601

    T'hain Esh Kelch

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    Location:
    Denmark
    #11
    People REALLY have high expectations these days.. o_O
     
  12. Pakaku macrumors 68000

    Pakaku

    Joined:
    Aug 29, 2009
    #12
    Because Apple set those expectations, and we kind of expect them to stick to those expectations when buying a "premium" product from them.
     
  13. Phoenixx Suspended

    Phoenixx

    Joined:
    Jul 3, 2015
    #13
    Apple's customer service isn't what it once was. I rang them up recently to get replacement feet for my Macbook Pro. One of them had fallen off, while the others have become loose. These are stick on feet that should be easily replaceable. I was on the phone with them for over half an hour, was put on hold four times, and spoke to two different people including a supervisor, and they still couldn't help me. They then called back two days later, and told me I would need to take my computer into a service store and they would replace the WHOLE BACK PANEL!!!! I laughed at them, told them that was just plain ridiculous, that there was no way I was going to go through that kind of inconvenience for a stick on foot. I had already sourced replacements online at that stage. In the end, I bought some glue for $1.50 and stuck the foot back on myself.

    This experience highlighted to me just how much Apple has deteriorated. Many years ago I had a foot fall off my iBook, and the company rushed out a replacement in days. The contrast between then and now was striking.
     
  14. deany, Jun 18, 2016
    Last edited: Jun 18, 2016

    deany macrumors 68030

    deany

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    #14
  15. mw360 macrumors 65816

    mw360

    Joined:
    Aug 15, 2010
    #15

    Your disdain for the loaner suggests yours is one of the higher end iPhones, and therefore less common. Maybe they just didn't have any refurbs of your model in store? The refurb swap always struck me as being for their benefit as much as ours, i.e. reduced costs of customer case tracking and interaction, reduced claims of 'you scratched my phone while repairing it' etc.

    Anyway, I certainly wouldn't complain. Enquire about the delay maybe, but you don't have any grounds to start complaining just yet.
     
  16. pika2000 macrumors 68030

    Joined:
    Jun 22, 2007
    #16
    This is the normal procedure now, to send iPhones for repair back to Apple. I had a screen issue with my 64GB 6S, and the same procedure applied. Loaner was 16GB iPhone 6 (with screen full of scratches). I guess it's better than having no phone at all, but I think this is also to keep the same unit for the user (maybe there were too many people abusing the generous replacement policy). I also remember how people were complaining when they got refurbished units as a replacement as a new one (even though the refurbished are practically new visually). Maybe Apple got tired of it "Well, if you don't want our nicely refurbished units, then you have to wait for us to repair your actual one."
     
  17. Newtons Apple Suspended

    Newtons Apple

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    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #17
    Apple's rules on this seem to have changed, no doubt due to the abuse of the system. Can't blame them when I read about some of the stories here. I suspect that their warranty rules will get even tighter and yet still be better than the competition.

    If you want the best of warranty experience, Apple offers that with AC+!
     
  18. heyyitssusan macrumors 65816

    Joined:
    Feb 9, 2014
    #18
    That store might not have had your phone in stock.. And like some said that's probably their policy now. Just be grateful you even got a loaner phone. Switch to Samsung or any other company and see if you even get a loaner. Their answer to you will be buy a new phone.
     
  19. AFEPPL macrumors 68030

    AFEPPL

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    Sep 30, 2014
    Location:
    England
    #19
    It pointless, they wont listen to you.
    However on collection i would ask was there a reason why they didnt just swap it out for a brown box item?
     
  20. akash.nu macrumors 68020

    akash.nu

    Joined:
    May 26, 2016
    #20
    I agree with you in saying Apple set those expectations but expecting them as your basic rights is hilarious. Also, can you say the same treatment being received from other manufacturers that sell "premium " products?! Example Samsung, LG, Microsoft and even Google.
     
  21. Pakaku macrumors 68000

    Pakaku

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    Aug 29, 2009
    #21
    If you can tell me where in my post I said it was a basic right, go right ahead
     
  22. joeblow7777 macrumors 601

    Joined:
    Sep 7, 2010
    #22
    I probably would have pushed for a new phone on the spot, but you're acting like the loaner phone was a 4 or something. The iPhone 6 is hardly an "old ass phone", although the one you were given sounds like it's not working so great... Maybe I'm a little biased because I'm a 6 user myself, so I don't exactly see having to use one for a little while as an ordeal.
     
  23. lordofthereef macrumors G5

    lordofthereef

    Joined:
    Nov 29, 2011
    Location:
    Boston, MA
    #23
    I can honestly say that I do not know. I am just a member of a few forums and this exact "issue" is popping up more and more within the last couple of months.
     
  24. Retired Cat macrumors 65816

    Joined:
    Jun 12, 2013
    #24
    Considering the ridiculous cost of the iPhone 6s, 649 $US for 16GB and 749 $US for the 64GB, I'd say expectations should be high.

    Smart phones are at the point where functionality and speed are becoming more indistinguishable between high and middle tier devices. Take away superior service and support, and that's just another hit to the value proposition of staying with Apple.

    Apple's "refurbs" seem to be mostly new components. I'm using a white box iPhone 5 that I got as a replacement earlier this year. Exterior appears 100% unused, battery is at new rated capacity. Even if the system board is used, I really don't care. Less e-waste that way.
     
  25. macfacts macrumors 68000

    macfacts

    Joined:
    Oct 7, 2012
    Location:
    Cybertron
    #25
    Best buy offers extended warranty and carriers offer insurance. Apple is not better now. They are same as competition now.

    If you happen to get a replacement with Apple, it is because you won the Apple lottery. The good service from Apple now is so inconsistent.
     

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