Should I complain to Apple or is it pointless?

[Drestin-Black]

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.

This. I am giving my moto x style to the daughter but in return for her windows phone. I can live with it for 3-5 days while mine is being repaired/replaced if needed.

I can completely see apple no longer handing over a new phone to everyone that comes in with a problem.

 

[Newtons Apple]

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.

BUT, if you have AC+, you can call them and they will send you out a white boxed unit that is like new.

One day even this might not apply. I do not do AC+ on any of my devices but then I have never had a problem with any of my iPhones for years and years. I feel like the money saved . . . Well I am way ahead.
[doublepost=1466367649][/doublepost]

BUT, if you have AC+, you can call them and they will send you out a white boxed unit that is like new.

One day even this might not apply. I do not do AC+ on any of my devices but then I have never had a problem with any of my iPhones for years and years. I feel like the money saved . . . Well I am way ahead.

I always keep my past iPhone and make sure I do a hard encrypted backup every few weeks so if the worst happen, mu]y backup phone is ready to go within minutes. My business depends on it.

 

[T5BRICK]

BUT, if you have AC+, you can call them and they will send you out a white boxed unit that is like new.

When I contacted Apple prior to heading to the Apple Store, I asked about express replacement and was told it wasn't an option for whatever reason.

 

[I7guy]

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.

I'll probably get an outdated cheap android device that supports nano-sim. I'll forgo email, messages etc just to get and receive phone calls. I do have AC+ which makes it easier but still...

 

[Xenden]

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?

I said i wouldn't be upset. You have a loaner. It's Apple, you know they aren't going to run off with the device and you'll never see it again. So i'd say chill.

And as far as giving them an earful. You have a loaner. What does it matter. Take a chill pill. I would hope that they don't want until day 9 to give an update, but all i said, was that i wouldn't be to concerned until then. People really need to learn that the repair will be done when it's done.

And again, did i mention that you HAVE A LOANER. If it takes more time it take more time.

 

[bufffilm]

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.

The OP has a loaner so if it takes more than 5 days to repair...it's not as if he was without a phone.

The others stuff about getting a replacement is without any basis. Apple is not obligated to give him a replacement...plain and simple.

How many times do I have to point that out and what is this "high bar of service that Apple has to live up to" that you allude to?
Please point out where in the 1 year warranty it states high bar of service.

They have to repair his phone. If they want to give him a replacement phone, that's great. But they are not obligated to.

But he is certainly right to complain if it goes past 5 days and I encourage that he complain.
[doublepost=1466376158][/doublepost]

I said i wouldn't be upset. You have a loaner. It's Apple, you know they aren't going to run off with the device and you'll never see it again. So i'd say chill.

And as far as giving them an earful. You have a loaner. What does it matter. Take a chill pill. I would hope that they don't want until day 9 to give an update, but all i said, was that i wouldn't be to concerned until then. People really need to learn that the repair will be done when it's done.

And again, did i mention that you HAVE A LOANER. If it takes more time it take more time.

I disagree...just because he has a loaner doesn't mean that Apple can take their sweet time to fix his phone.

 

[Mlrollin91]

I said i wouldn't be upset. You have a loaner. It's Apple, you know they aren't going to run off with the device and you'll never see it again. So i'd say chill.

And as far as giving them an earful. You have a loaner. What does it matter. Take a chill pill. I would hope that they don't want until day 9 to give an update, but all i said, was that i wouldn't be to concerned until then. People really need to learn that the repair will be done when it's done.

And again, did i mention that you HAVE A LOANER. If it takes more time it take more time.

The OP has a loaner so if it takes more than 5 days to repair...it's not as if he was without a phone.

The others stuff about getting a replacement is without any basis. Apple is not obligated to give him a replacement...plain and simple.

How many times do I have to point that out and what is this "high bar of service that Apple has to live up to" that you allude to?
Please point out where in the 1 year warranty it states high bar of service.

They have to repair his phone. If they want to give him a replacement phone, that's great. But they are not obligated to.

But he is certainly right to complain if it goes past 5 days and I encourage that he complain.
[doublepost=1466376158][/doublepost]

I disagree...see my post above.

Here's the deal. Apple themselves has set forth the expectation of replacement devices. Therefore Apples customer base has come to expect a certain type of service.

To Xenden. I do not need to "chill". If I am told it will take 3-5 business days and if I do not have the device at the end of day 5, Apple deserves to get an earful. You cannot make a promise of returning a device and not live up to that, especially without communication updating the estimated time incase of possible delays whether or not you have a loaner.

On to the issue of a loaner device. They are not doing me a favor by giving me a 16GB iPhone 6 loaner device when I have a 64GB 6s with an Apple Watch. Using the loaner device means I cannot restore my backup and therefore cannot continue my Apple Watch move streak. If they are giving a loaner device, they should supply you with the same device that you had originally purchased, otherwise you are left in a bad situation as I described above. Apple is not doing me a favor by giving me a device that I cannot use as it were my device. Especially when it's a manufacturer defect. If the customer did nothing wrong with the device and it seized to work, they should not be put out.

 

[bufffilm]

Here's the deal. Apple themselves has set forth the expectation of replacement devices. Therefore Apples customer base has come to expect a certain type of service.

To Xenden. I do not need to "chill". If I am told it will take 3-5 business days and if I do not have the device at the end of day 5, Apple deserves to get an earful. You cannot make a promise of returning a device and not live up to that, especially without communication updating the estimated time incase of possible delays whether or not you have a loaner.

On to the issue of a loaner device. They are not doing me a favor by giving me a 16GB iPhone 6 loaner device when I have a 64GB 6s with an Apple Watch. Using the loaner device means I cannot restore my backup and therefore cannot continue my Apple Watch move streak. If they are giving a loaner device, they should supply you with the same device that you had originally purchased, otherwise you are left in a bad situation as I described above. Apple is not doing me a favor by giving me a device that I cannot use as it were my device. Especially when it's a manufacturer defect. If the customer did nothing wrong with the device and it seized to work, they should not be put out.

Again, the loaner was not required by Apple to furnish. Neither is the "high level of service".

The rest of your post is meaningless.

OP should complain if the phone is not ready by fifth day.

 

[flyinmac]

Loaner phones are a courtesy.

Being able to continue your syncing of data, restoration of data, and your watch would be impossible if you didn't have a loaner phone in the first place.

Be happy that they went above and beyond, and gave you a loaner phone to use while you waited.

You could have just been told that you'd be without a phone while you waited. That's not uncommon at all.

Most manufacturers of products just repair your product. Getting by while you wait for the repair is left up to you to figure out.

For example, most people use their car to get to work. If your car breaks down, you must find alternate transportation while you wait for the repair.

A phone costs much less than a car. Be happy they gave you a loaner. I don't see the dealer handing over keys to a brand new car when your car breaks down. They take your car in for repair, and point you to the rental agency down the street.

Guess who gets to pay $30 to $50 a day to rent a car while you wait.... It's you.

 

[Drestin-Black]

To put it in simple terms apple is responsible for what they say in the warranty.

If they do not have loaner phone in it they do not have to provide one, it's up to them. If they do not say they will give you a new phone in store they do not have to, it's up to them.

Never buy a product based on something that is not in the contract, sales receipt or warranty. Anything beyond that is at their discretion and should not be complained about as they owe nothing extra.

 

[Newtons Apple]

When I contacted Apple prior to heading to the Apple Store, I asked about express replacement and was told it wasn't an option for whatever reason.

"For what ever reason"?

Then things have really changed and there is less reason to buy AC+. I do not but it myself but I know other do.

 

[T5BRICK]

"For what ever reason"?

Then things have really changed and there is less reason to buy AC+. I do not but it myself but I know other do.

I was told that express replacement wasn't an option. I didn't ask why because I was annoyed and tired of being on the phone.

 

[pika2000]

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).

Then I suggest you should've done so. If you think a company does not follow local regulations, they should be reported. If not, companies get a free ride.

At the same time, I cannot blame the Apple rep. They have to follow strict SOP from Apple, even if it sounded ridiculous from a consumer's standpoint. I already said it, Apple runs their supply chain really tight. You and me might think it's stupid, that's their policy. Just because you see some 3rd party parts online does not say anything.

 

[eoblaed]

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.

Many years ago I had a foot fall off my iBook, and the company rushed out a replacement in days.

What do you do to your poor laptop's feet?

 

[Drestin-Black]

What do you do to your poor laptop's feet?

I find that massaging their feet occasionally makes for less problems.

 

[Azzin]

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.

I'm thinking about all the people that went through multiple returns just to get a TSMC chip as an example...

 

[Xenden]

Here's the deal. Apple themselves has set forth the expectation of replacement devices. Therefore Apples customer base has come to expect a certain type of service.

To Xenden. I do not need to "chill". If I am told it will take 3-5 business days and if I do not have the device at the end of day 5, Apple deserves to get an earful. You cannot make a promise of returning a device and not live up to that, especially without communication updating the estimated time incase of possible delays whether or not you have a loaner.

On to the issue of a loaner device. They are not doing me a favor by giving me a 16GB iPhone 6 loaner device when I have a 64GB 6s with an Apple Watch. Using the loaner device means I cannot restore my backup and therefore cannot continue my Apple Watch move streak. If they are giving a loaner device, they should supply you with the same device that you had originally purchased, otherwise you are left in a bad situation as I described above. Apple is not doing me a favor by giving me a device that I cannot use as it were my device. Especially when it's a manufacturer defect. If the customer did nothing wrong with the device and it seized to work, they should not be put out.

They actually are doing you a favor by loaning you an iPhone 6. The 6 does 90% of what the 6s does.

As for Apple deserving an "earful" there are times that being stern and getting upset at a situation, but being at day 5 is not one of them.

If the OP still doesn't have their phone by now, at this point I'd say that being a little upset is okay.

Just remember, the people you get mad at are just the people relaying the information. Once the device is at the warehouse all they can do is apologize and offer to do their best to see what they can do to remedy the problem.

I've found that you get what you give. So think about that next time you are taking your frustrations out on someone.

 

[heyyitssusan]

Loaner phones are a courtesy.

Being able to continue your syncing of data, restoration of data, and your watch would be impossible if you didn't have a loaner phone in the first place.

Be happy that they went above and beyond, and gave you a loaner phone to use while you waited.

You could have just been told that you'd be without a phone while you waited. That's not uncommon at all.

Most manufacturers of products just repair your product. Getting by while you wait for the repair is left up to you to figure out.

For example, most people use their car to get to work. If your car breaks down, you must find alternate transportation while you wait for the repair.

A phone costs much less than a car. Be happy they gave you a loaner. I don't see the dealer handing over keys to a brand new car when your car breaks down. They take your car in for repair, and point you to the rental agency down the street.

Guess who gets to pay $30 to $50 a day to rent a car while you wait.... It's you.

*gives you round of applause*

 

[TsuaSai]

I think part of the problem is Apple isn't consistent in what they do. Some people get a refurb, some sent out for repairs and every once in a while someone upgraded due to no stock of current phone. Sounds like there isn't policy they follow and its up to the store/person you go to. That gives people expectations when their friends phone issue was handled one way and their phone is handled another way. Which makes them feel like they got less than the best service they can get from Apple.

Also I assume some people buy iPhones or have stuck with iPhones because of the service and being able to have same day service/repair/replacement if needed. If they are getting away from the in store replacements that for me takes away one of the things they had working for them over the competition. I haven't had a phone repair ever, but if I needed one it was nice to know I wouldn't have to deal with what the OP is going thru.

 

[akash.nu]

I think part of the problem is Apple isn't consistent in what they do. Some people get a refurb, some sent out for repairs and every once in a while someone upgraded due to no stock of current phone. Sounds like there isn't policy they follow and its up to the store/person you go to. That gives people expectations when their friends phone issue was handled one way and their phone is handled another way. Which makes them feel like they got less than the best service they can get from Apple.

It may look like they don't have any policy about it but trust me Apple runs with a strict policy and planning in everything they do and by everything I mean every damn thing including how much gap there should be between 2 display items. Each and every word they put on their website is checked by psychology protégés to continue pushing subliminal messages.

Also I assume some people buy iPhones or have stuck with iPhones because of the service and being able to have same day service/repair/replacement if needed. If they are getting away from the in store replacements that for me takes away one of the things they had working for them over the competition. I haven't had a phone repair ever, but if I needed one it was nice to know I wouldn't have to deal with what the OP is going thru.

Completely agree with this and I am one of them who likes the in store service. But looks like even if they do a 5 days turn around they're still ahead of the competition.

 

[Ethosik]

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.

Not to mention if your car is going to take a week to get fixed, you will get a rental probably.

 

[zone23]

I don't understand they give you a phone to use until yours comes back from repair and your complaining?? Okay then WoW

 

[ABC5S]

OK guys, OP only posted once, and that was his original post about a week ago, and has not come back.

 

[TsuaSai]

It may look like they don't have any policy about it but trust me Apple runs with a strict policy and planning in everything they do and by everything I mean every damn thing including how much gap there should be between 2 display items. Each and every word they put on their website is checked by psychology protégés to continue pushing subliminal messages.

Completely agree with this and I am one of them who likes the in store service. But looks like even if they do a 5 days turn around they're still ahead of the competition.

All the stores should follow the same policy then. I shouldn't have implied there is no policy at all. But whatever it is it's clearly loose and up to the store how it's handled. Leaves people with expectations that wouldn't always be met the same way.

Your right 5 days is faster. But still a huge step down from the same day people used to think they could get.

 

[akash.nu]

All the stores should follow the same policy then. I shouldn't have implied there is no policy at all. But whatever it is it's clearly loose and up to the store how it's handled. Leaves people with expectations that wouldn't always be met the same way.

Your right 5 days is faster. But still a huge step down from the same day people used to think they could get.

I just got out of an Apple Store and it's a 3 hours turn around for a battery replacement.