It couldn't be that Apple's customer base has changed and that the youth are expecting or feel more entitled to the point Apple is having to change it's policy?
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Should I complain to Apple or is it pointless?
- Thread starter CBillups1
- Start date
- Sort by reaction score
This is actually something I haven't even thought about. Sounds like a legit possibility.
Even then, there are many people that are not happy not getting a "new" device. Simply browse this forum. Apple probably decided to just fix the user's own device instead of having people upset getting a "refurb."
[doublepost=1466322163][/doublepost]
I had an LCD issue with my Macbook, and instead of "fixing" the panel, Apple replaced the whole display assembly.
Sometimes, it's not about what makes sense to you. It's about what Apple made available as parts. In your case, you can argue as much as you want, but if Apple does not explicitly have just the feet as an actual part, how do you expect them to replace just the feet? If the only parts available is the whole back panel, then that's what the rep had to do. It might not make sense, but logistic wise, it does. Apple runs its components and supply chain really tight. Some things may not make sense to you as an individual customer, but that's how it is.
[doublepost=1466322502][/doublepost]
It is quite tight already. Eg. I got denied an AC claim simply because my Macbook Air has a small dent, not related to the parts in question. As part of wear and tear, I would think a small dent is not out of the realm of normal use. Luckily, a quick chat to Apple support overrode that.
I just hope it didn't get too much that it turns into a hassle. I mean seriously, how can one expect a device to be still in pristine condition under normal use, especially portable devices.
I don't know if I'd be upset at Apple, at least, not yet. 5 days isn't that long. If after 8 or 9 days, I'd expect an update call.
As for the loaner not suiting your needs, as others have said, that was Apple being kind and trying to keep you from being to inconvenienced. You should be a little more grateful for their loaner program.
As for the loaner not suiting your needs, as others have said, that was Apple being kind and trying to keep you from being to inconvenienced. You should be a little more grateful for their loaner program.
By taking care of them properly. None of my macs or iPhones have a single scratch on them.
I expect them to carry parts to fix common problems. The fact that I could get these feet online, not from just one but from 4 different vendors showed clearly that what happened was a common enough problem. I even told them I still had the foot, but even then they couldn't politely suggest I glue it back on. Their idea of taking the whole computer in to a service agent and replacing the entire bottom panel (at my cost and inconvenience) was ridiculous in the extreme. It was actually at the level where I could report them for breaches in the local consumer laws (I live in New Zealand which has strict laws that companies have to stick to regarding the sale of goods and the availability of parts).
Combined with the disgusting treatment I got from iTunes Connect, when they suddenly targeted my ebooks without good reason after I placed a bad review on the Mac App store for El Capitain, and a number of other experiences with them, I've seen a different side of Apple; they are absolute jerks. In general, people don't see this side, due to Apple's carefully manufactured image, but the company beneath that image is truly horrible to deal with.
This thread isn't that different from previous others posted here.
#1) Apple isn't obligated to give you a replacement phone.
#2) That "old ass loaner" was a courtesy phone...if you don't know what that means, then look it up or ask someone who is smarter than you.
#3) If you want a higher level of service, pay for it the next time you buy a phone.
#4) What Apple may have offered to do in previous years, for cases like yours, may be different now. Very few things in life stay the same.
Last edited:
Or maybe the way you dealt with them had a bearing on how the interaction and service went. Certainly sounds like your the one-off case rather than the rule.
The OP was told 3-5 days, they have every right to be upset if after the 5th business day they do not have their device back. If I was told 3-5 days and had to wait until the 9th to get an update, you can bet that Apple would get an earful form me. As others have stated, Apple has set a very high bar when it comes to customer service. if the phone will not turn on and there is no damage, it should have been replaced on the spot. There is nothing they can do to 'repair' the device. They will end up replacing it anyway, so why inconvenience a customer?
Taking care of them properly doesn't always prevent 'wear and tear'. But at the same time, some people don't put that much importance on electronics, no reason for warranty to be denied because someone isn't babying a product. 5 years ago, I had a 2009 MBP that had a dent on the top casing. I had a logic board problem, Apple volunteered to replace the screen with the logic board because of the dent. Not a chance in hell they would do the now. They have definitely changed.
Apple's liberal replacement policies of the past were due to robust sales and Apple Tax. The exorbitant premium we pay for the product.
Finally waking up to the prospect of declining sales, Apple is being proactive and tightening up in preparation for the reduction in sales that will come at some point.
Finally waking up to the prospect of declining sales, Apple is being proactive and tightening up in preparation for the reduction in sales that will come at some point.
Hold on, a phone not turning on equals replacement the whole phone?! What the hell?!
there could very well be a lose connection with the motherboard. If it's badly dented then it never gets counted as wear and tear. Definitely it got knocked on heavily. It's a discretionary thing, but yes I've had the same experience with them replacing my whole Mac shell as courtesy gesture.
Hold on, a phone not turning on equals replacement the whole phone?! What the hell?!there could very well be a lose connection with the motherboard.
If it was a simple as a lose connection to the motherboard, they could open the phone and inspected it there. From the sound of it, the only thing they were willing to do was send it in. I have had devices not turn on in the past and walked out with a new replacement in under 5 minutes.
Yes Apple stores may have had a directive from the head office to not just replace phones which may cost them more than replacing a specific part, that's fair enough. The replacement business was outrageous to begin with anyway. No other company do that. I had a broken screen last month and they replaced it within the store and returned in a few hours time. It really depends on what's wrong to be honest.
Having AppleCare+ lets you use the iPhone Express Replacement Service for free.
That's where the AppleCare support folks overnight you a replacement iPhone (that you get to keep) and then you use that shipping box to return your broken iPhone. Otherwise, you have to ship in your broken iPhone, and then be without it for however many days it takes them to fix it/ship you a replacement.
Wonder if the Genius Bar is now starting to go that route?
They (and other companies) should have been doing this from the beginning due to the abuses of returns and repairs regardless of how much or how little money they(or any company) is making. It makes more sense to fix a device when repair costs less than replacement.
Yeah, except they started doing this even before any of that. Correlation and causation and all that. But, of course, never miss a chance to put something down, relevant or not.
If having an iPhone every day is mission critical, everyone should also own a backup spare used iPhone 5. The SIMs are the same and can be swapped back and forth easily. Used older phones can be had cheap.
Yep, my last iphone was sent off 2 times but no loaner phone. My wife's beats headphones, yea I know a mistake, were sent to apple.
It seems to be typical now to send the stuff in. Doesn't bother me too much as long as they are replaced or fixed. I all of the instances they were replaced and not fixed.
In the end it's the genius' discretion. It could be that a phone doesn't turn on so they need to check for water damage properly.
My friend had her iPhone SE replaced 1.5 months after she got it because apps kept crashing (even after multiple restores)
My friend had her iPhone SE replaced 1.5 months after she got it because apps kept crashing (even after multiple restores)
Apple has set expectations high based on how they have been handling warranties and replacements over the history of iPhones. I would sorely be disappointed if Apple were changing it's policy. I could easily see the fifth replacement in as many weeks for some OCD issue, being refused.People REALLY have high expectations these days..
But I have purchased two 3GS, two 4s, two 5s, two 6 Plus and Two 6s Plus all with AppleCare+. Have never once replaced or exchanged a phone or used the AppleCare+ to replace a broken phone. So if I were to have anything but an outright exchange for new phone if I had a problem like yours, I would be royally pissed and would certainly let Apple know I was pissed and why.
From my recent experience with my iPhone 6+:
Even if you have AppleCare+, your phone will likely be sent out for repair instead of being swapped out in the store.
I agree, that seems to be what they are doing. They may say they got a new one back, but they will still send it in unless it's a new screen that they can replace in store or something.
According to swappa.com I can get a Verizon iPhone 5 for $110-150 depending on storage capacity and condition of the phone. The person in which you quoted was correct in suggesting that if somebody is unable to go without a phone for 3-5 business days (as per the OP's post being quoted by Apple) then they should pick up a used iPhone. The 5 is a reasonable suggestion due to the price. Surely you can understand the difference of a used phone purchase vs the cost of a car (along with all of the other associated costs of owning said car).
Also, this isn't a bad suggestion. Now that Apple has moved from fixing and/or replacing iPhones in store in favor of sending in to their repair center, I now will need a backup phone. I chose Apple products due to the ability to walk into an Apple Store and leave with a fixed device. Apple set this standard and has been doing it for awhile now. Of course they couldn't sustain this business model forever, but many people enjoyed the peace of mind knowing their device could be repaired or replaced on the same day as it being broke. If Apple is changing this, I know my next phone purchase I will heavily consider other devices now.
If you are disappointed in their service I would let them know. Whether anyone here feels its justified or not you still aren't a happy customer.
Will it do anything? Who knows, probably not. However I can guarantee you with 100% accuracy that not saying anything at all will accomplish nothing at all.
Will it do anything? Who knows, probably not. However I can guarantee you with 100% accuracy that not saying anything at all will accomplish nothing at all.