Trying to exchange iPhone 6S Plus because of crazy lag, need advice

[aristobrat]

Well no go with Apple Care. They only said they would send me a refurbished replacement phone with a hold on my credit card.

This is a first -- seems like AppleCare normally tells folks that Apple doesn't use refurbished phones.

When Apple refurb's iDevices, they take them apart and put them back together with brand new exterior shells and batteries. So IMO they're more remanufactured than they are refurbished.

Either way, that takes time, and being so soon after the initial launch, my vote is with the others in this thread -- they don't have refurbs yet, and you'd receive a brand new one.

The hold on the credit card is normal for just about any company that cross-ships anything. I think AppleCare waives the hold if you ship in your old phone first.

 

[cheekyhapachick]

I had the same issue with serious lag on my 128GB 6S Plus. iOS 9 that came installed and even the next update were horrible. I signed up for the 9.1 public beta and now my phone is smooth as can be. It's definitely not hardware related so stop trying to return phones. The software is buggy. iOS 9.1 beta 3 is the fix. Do it and you will be happy!!!

I was really hoping that it was just a software issue because I already had my screen protector on it and everything lol so I asked the guys at the store/showed them what the phone was doing and their advice was to exchange.

 

[cheekyhapachick]

This is a first -- seems like AppleCare normally tells folks that Apple doesn't use refurbished phones.

When Apple refurb's iDevices, they take them apart and put them back together with brand new exterior shells and batteries. So IMO they're more remanufactured than they are refurbished.

Either way, that takes time, and being so soon after the initial launch, my vote is with the others in this thread -- they don't have refurbs yet, and you'd receive a brand new one.

The hold on the credit card is normal for just about any company that cross-ships anything. I think AppleCare waives the hold if you ship in your old phone first.

Yeah, I was totally getting mixed messages! Some people at the store were saying they don't use refurbished phones, but then Apple Care reps kept saying "As new" and one even did say refurbished.

 

[cheekyhapachick]

I just wanted to update this thread with what happened I decided to return the phone but first called my local Apple Store. By chance I was connected to the Apple online retail people and she asked why I wanted to return the phone etc. and I explained the situation. She then went to work! She was very quiet but I spent an hour on the phone with her and she explained that because the phone was defective, I could return the phone either to an Apple Store or send it back to them and they would send me a new phone. She further explained that even though the phone is currently showing a shipping time of 3-4 weeks that I would have priority and move to the front of the line. I WAS THRILLED!

She then asked if I would prefer to send it in to Apple or return it to the store, I asked her which would be easier for them and she told me that she would do the store. So off I went. Went to the store and told them I was returning and was asked to wait for someone to assist me. I explained to the gentleman what was going on cause I was told I needed to give him my web order ID number from the Apple online retail specialist, but he said they didn't have a system that would really recognize that. He then asked about my entire experience since I got the phone and told me that if he were in my shoes he wouldn't be so calm! I told him that it wasn't anyone's fault so there is no reason to be uppity, but that I was just kinda bummed. He told me that he wanted to make my experience right and he would talk to his managers and find a way to figure this out. We continued talking and then he said he would be right back, he went away for a bit, and when he came back.... he had a big old grin.... and a brand new 128gb ROSE GOLD SEALED IN THE BOX iPhone 6s! OMG I thought I was going to cry!

I said HOW ON EARTH YOU AMAZING MAN!?!?! Literally, I have been trying 6 local and not so local stores every morning at 8am and NONE of them have had the phone. He blushed a bit and said "I told you I would make things right." He then exchanged the phones and I thanked him profusely. I also asked to speak to one of the leaders or managers so I could give this guy the kudos he deserved!

So the TLDR version is... I was able to exchange and get a new 128gb rose gold phone yay! All thanks to a very kind man at the Apple Store, who really didn't have to help me in the way that he did. He could have shuttled me off and just said sorry we don't have the phone, but he didn't. People like him are a reminder that Apple appreciates its customers and has great people working for them

 

[sunking101]

I just wanted to update this thread with what happened I decided to return the phone but first called my local Apple Store. By chance I was connected to the Apple online retail people and she asked why I wanted to return the phone etc. and I explained the situation. She then went to work! She was very quiet but I spent an hour on the phone with her and she explained that because the phone was defective, I could return the phone either to an Apple Store or send it back to them and they would send me a new phone. She further explained that even though the phone is currently showing a shipping time of 3-4 weeks that I would have priority and move to the front of the line. I WAS THRILLED!

She then asked if I would prefer to send it in to Apple or return it to the store, I asked her which would be easier for them and she told me that she would do the store. So off I went. Went to the store and told them I was returning and was asked to wait for someone to assist me. I explained to the gentleman what was going on cause I was told I needed to give him my web order ID number from the Apple online retail specialist, but he said they didn't have a system that would really recognize that. He then asked about my entire experience since I got the phone and told me that if he were in my shoes he wouldn't be so calm! I told him that it wasn't anyone's fault so there is no reason to be uppity, but that I was just kinda bummed. He told me that he wanted to make my experience right and he would talk to his managers and find a way to figure this out. We continued talking and then he said he would be right back, he went away for a bit, and when he came back.... he had a big old grin.... and a brand new 128gb ROSE GOLD SEALED IN THE BOX iPhone 6s! OMG I thought I was going to cry!

I said HOW ON EARTH YOU AMAZING MAN!?!?! Literally, I have been trying 6 local and not so local stores every morning at 8am and NONE of them have had the phone. He blushed a bit and said "I told you I would make things right." He then exchanged the phones and I thanked him profusely. I also asked to speak to one of the leaders or managers so I could give this guy the kudos he deserved!

So the TLDR version is... I was able to exchange and get a new 128gb rose gold phone yay! All thanks to a very kind man at the Apple Store, who really didn't have to help me in the way that he did. He could have shuttled me off and just said sorry we don't have the phone, but he didn't. People like him are a reminder that Apple appreciates its customers and has great people working for them

Basically the same experience I had. If you say the right thing they miraculously find a new phone.

 

[timeconsumer]

I just wanted to update this thread with what happened I decided to return the phone but first called my local Apple Store. By chance I was connected to the Apple online retail people and she asked why I wanted to return the phone etc. and I explained the situation. She then went to work! She was very quiet but I spent an hour on the phone with her and she explained that because the phone was defective, I could return the phone either to an Apple Store or send it back to them and they would send me a new phone. She further explained that even though the phone is currently showing a shipping time of 3-4 weeks that I would have priority and move to the front of the line. I WAS THRILLED!

She then asked if I would prefer to send it in to Apple or return it to the store, I asked her which would be easier for them and she told me that she would do the store. So off I went. Went to the store and told them I was returning and was asked to wait for someone to assist me. I explained to the gentleman what was going on cause I was told I needed to give him my web order ID number from the Apple online retail specialist, but he said they didn't have a system that would really recognize that. He then asked about my entire experience since I got the phone and told me that if he were in my shoes he wouldn't be so calm! I told him that it wasn't anyone's fault so there is no reason to be uppity, but that I was just kinda bummed. He told me that he wanted to make my experience right and he would talk to his managers and find a way to figure this out. We continued talking and then he said he would be right back, he went away for a bit, and when he came back.... he had a big old grin.... and a brand new 128gb ROSE GOLD SEALED IN THE BOX iPhone 6s! OMG I thought I was going to cry!

I said HOW ON EARTH YOU AMAZING MAN!?!?! Literally, I have been trying 6 local and not so local stores every morning at 8am and NONE of them have had the phone. He blushed a bit and said "I told you I would make things right." He then exchanged the phones and I thanked him profusely. I also asked to speak to one of the leaders or managers so I could give this guy the kudos he deserved!

So the TLDR version is... I was able to exchange and get a new 128gb rose gold phone yay! All thanks to a very kind man at the Apple Store, who really didn't have to help me in the way that he did. He could have shuttled me off and just said sorry we don't have the phone, but he didn't. People like him are a reminder that Apple appreciates its customers and has great people working for them

Awesome! I think it helped that you were calm throughout the process. Stories like this are a huge reason why I stick with Apple products.