They exchanged it because of the Touch ID issues? Who did you go through to get it exchanged? I tried calling AppleCare and I felt like I was talking to McDonalds employees. Not only were they clueless and not listening to me, but the "Senior Advisor" even tried to tell me it shouldn't work on the tips of fingers, and I should probably just live with it. I was shocked...AppleCare has really gone down in service.
I think I'm going to try making a Genius appointment next. The problem is it's hard to demo for someone when it works great for a day and then fails to recognize the prints.
While I definitely agree that Applecare is hiring people just to read the rules and instructions from a book, I'm doubtful that the Applecare agent said, You'll have to just live with it". That doesn't sound right. They are on a micromanaged recorded call and while I've had a few clueless people on the phone at Applecare, nobody has ever said something like what you claimed they said. Is that really true or were you paraphrasing?
Touch ID Works amazingly good on mine I love itsuch an awesome feature, well done apple
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I honestly have no issue giving up that battery life to have that feature.
She more or less said, "You can either try wiping the phone, or if you're okay with just pressing on the Touch ID in that one place, then you don't need to do anything else." I was so shocked she said it that I didn't even know what to say. She was obviously trying to manipulate me into not pursuing it further. Whether they have been instructed to dissuade people from complaining about Touch ID, or whether she just didn't want to deal with it anymore, I don't know. I got an email asking for my feedback about the call, which I'll definitely be letting them know.
Doubly shocked because AppleCare used to be staffed with mostly really pleasant and helpful people, though granted it's been a few years since I've had to use it.
Not to be "that guy" but based on what you said it didn't sound at all like she was trying to manipulate you into not pursuing it. At least I didn't get that from your post. Sounded more like she was offering you a quick fix over the phone. It's not easy to do deep troubleshooting over the phone. Here's another thing, because the iPhone 5S is in very short supply they may have not had any to do an exchange so yes, she may have been trying to offer you a quick fix to avoid doing an exchange because they may have not had any to exchange. Did you ask for an exchange?
No, I didn't ask for an exchange. I'm not sure why you're being an apologist for an AppleCare rep when you didn't hear the call. It wasn't just that statement, her behavior during the entire call was combative. She wasn't troubleshooting, because she didn't listen to the problem – she was too busy trying to twist things I said and spinning it into the problem being my fault.
And that statement was shocking, whether you think so or not. An Apple rep should never express to a customer that they're comfortable with an Apple product not working correctly and are fine with the customer living with the problem.
In any case, this discussion is off-topic so let's drop it. I'll try my luck with a Genius and report back.
It won't work if you're an illegal Alien.