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Unbelievable Poor Apple after care!
- Thread starter Cymru2014
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This sounds like a case of "he said"/"she said" with apple holding all of the cards.
Yep. That's why it would be easy for Apple to say "see this? Not OEM". Then the there is the question if the OP somehow got a replacement with an aftermarket screen. That would really suck if that's the case but at this point the OP doesn't even know if it is or not.
Why would apple lie? Maybe for legal reasons they cannot show the "proof" or have been instructed not to show the proof.
Not saying anyone is lying it's just a shady business practice to tell a customer to take a hike without showing them why.
Keep in mind Apples integrity doesn't carry throughout their entire company. It could actually be a store doing some shady stuff to get better numbers.
It's just people that work there and there are a lot of reasons people unbeknown to corporate would do something like that.
Like jiffy lube not actually doing work you paid for. McDonalds store managers getting fake secret shopper reviews. Geico denying car rentals. We've all seen date line.
Assuming everything the OP is true (take it or leave it) there is something seriously wrong. Either they gave him a phone with an aftermarket screen or they are lying and saying it has one.
Apple is not jiffy lube. And I'm not sure they have "to prove it" to the point of denying what the op says is a legitimate claim. And I'm also of the opinion apple business model is to treat customers fairly, not screw them.
So we are back to a he said, she said scenario.
I have to agree with the shady practices that some people adopt. A few years ago my Sky TV (cable) box set started playing up. Sky ended up sending out an engineer (contractor) to check out the problem and he fixed it on site. However, a few weeks later it developed problems again so I had to phone them up again. They were totally surprised that the brand new box their engineer said he had given me was already broken! I made it quite clear that despite their engineer telling them he had changed the box ( which he didn't, problem was with a faulty wire ) he had not given me a new box! I suspect he told the company he had given me a new box in order that he could sell it down the pub/net and earn a few £££'s!
A bit off topic I know but even the most reputable companies will have employees who fiddle and scam things.
A bit off topic I know but even the most reputable companies will have employees who fiddle and scam things.
Actually they didn't have to agree. They could have told her that it was clear that the issue was actually from use and not a defect at time of delivery which is why it worked fine for a year. It's a moving part that works via user applied pressure, sure you could break it from use. If it was truly a flaw it would have happened way way more than it did. So they could have refused to service it for free. And if she wanted to apply those consumer laws she could go hire a lawyer etc per the appropriate legal procedure.
They likely did it for the same reason that stores in the US will sometimes do the same thing, to shut you up and get rid of you. Managers don't want to deal with the **** storm of complaints etc especially when they know their superiors will likely bend over and give into the customers. So if they feel a customer is going to be 'one of those' they will just take the hit. Given that at that period of time they had folks ranting on about consumer rights blah blah even though clearly half those folks had no clue what their rights really are, that was probably a warning phrase for stores watching out for potential trouble makers.
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Exactly. That and if someone were to drop that screen, 3rd party or not, while carrying it out to the floor and it broke, they might have to replace it anyway because they can't hand back a phone with no top half to the customer to send them out.
Agree with the post before...
If you could get some close ups of the front facing camera, the speaker grill and how flush the screen is then we could prob tell if it has been replaced.
You can open your phone, its pretty easy, two screws at the bottom, suckers on the top and pull from the home button upwards... Apple would never be able to tell you've opened the phone before. Just don't tighten the screws back too hard.
The screen just clicks in place real easy.
If you could get some close ups of the front facing camera, the speaker grill and how flush the screen is then we could prob tell if it has been replaced.
You can open your phone, its pretty easy, two screws at the bottom, suckers on the top and pull from the home button upwards... Apple would never be able to tell you've opened the phone before. Just don't tighten the screws back too hard.
The screen just clicks in place real easy.
Do you think they just randomly said "this is a non-standard display"? Or they just mistakenly misidentified it?
No, there are plain and excruciatingly obvious differences between factory Apple-made displays and third-party displays. If they said that your daughter's phone has a non-standard display, then that's exactly what happened.
Apple is in the right by refusing to repair it. There are some serious horror stories of third-party fly-by-night repair shops making a mistake, dropping a tiny screw in to the circuitry, and the phone literally smoking after a few days use as a fire hazard. If Apple did repair it, how are they to know what mistakes might have been made that could then be blamed on them?
I don't know what happened in your case. But it's very obvious that it got repaired somewhere that wasn't Apple, and I don't blame them for refusing to repair it. I am not buying your sob story at all. I don't have a problem with people who repair their own electronics, I do it all the time, but this was truly incompetent.
No, there are plain and excruciatingly obvious differences between factory Apple-made displays and third-party displays. If they said that your daughter's phone has a non-standard display, then that's exactly what happened.
Apple is in the right by refusing to repair it. There are some serious horror stories of third-party fly-by-night repair shops making a mistake, dropping a tiny screw in to the circuitry, and the phone literally smoking after a few days use as a fire hazard. If Apple did repair it, how are they to know what mistakes might have been made that could then be blamed on them?
I don't know what happened in your case. But it's very obvious that it got repaired somewhere that wasn't Apple, and I don't blame them for refusing to repair it. I am not buying your sob story at all. I don't have a problem with people who repair their own electronics, I do it all the time, but this was truly incompetent.
I highly Apple or even a court of law is going to take the testimony of a 3rd party shop as evidence that the screen is legit, that all the parts are present as they should be etc. After all, what's to stop them from flat lying or simply not really knowing and saying it is cause that's what they know the customer wants to here.
And allowing a non authorized party to touch the phone, especially to open it, voids the warranty. The very act of taking that screen off to do as you suggest could give Apple grounds to say 'yeah see it was handled by a non authorized party with the customers express permission even, so no we aren't touching it' and this time there is nothing anyone can do to force them. The evidence would be in the photos etc.
Why not take the customer?
You being funny?
That would involve taking the customer to apples back of house area, that is strictly prohibited.
They have no reason to lie, however, they are human, sometimes they get it wrong... Thats why Im saying to post some photos here and some people might be able to tell.
While that might be true it isn't totally applicable in this case. The OP isn't questioning the issue of consumer rights v warranty or even paying for the repair because it's not a rights issue and there's no warranty. That hasn't been brought to the table. yet
The issue is that Apple is refusing to service the device, paid or not, for something he says couldn't possibly be correct. he swears there is no way that anyone put a non apple screen on the phone and that that is how it was handed to him when he got it several months ago. from Apple. But Apple says he's lying etc. That issue is the one to be resolved before anything else can be approached.
Just an idea, whenever I have needed to visit the genius bar related to my iPhone, I have always booked the appointment over the phone with Apple support, that way when I get to the store they already have my case notes on hand and I have always had a straight swap, no questions asked.
I have also found that if you mention to the genius something like, it seems like a common problem with this batch of iPhones, you are more likely to get an exchange.
I think getting an exchange also has something to do with how you speak to them. Maybe try an be a little politer to them rather than expressing your displeasure with receiving a refurb or getting it repaired, the are trying to do you a favor!
Slightly off topic, I have had to have my iPhone 5 swapped 3 times due to different issues, however my original iPad 2 is running as strong as it was 3 years ago when I first opened the box. Shows how unreliable the iPhone 5 was lol
I have also found that if you mention to the genius something like, it seems like a common problem with this batch of iPhones, you are more likely to get an exchange.
I think getting an exchange also has something to do with how you speak to them. Maybe try an be a little politer to them rather than expressing your displeasure with receiving a refurb or getting it repaired, the are trying to do you a favor!
Slightly off topic, I have had to have my iPhone 5 swapped 3 times due to different issues, however my original iPad 2 is running as strong as it was 3 years ago when I first opened the box. Shows how unreliable the iPhone 5 was lol
I wasn't suggesting they 'had' to agree under law, but on a personal level because the components are expected to last more than 15 months. In our experience it was obviously different because we were not coming across as threatening or awkward. Politeness got us what we wanted which was my point. We could have taken it further if the outcome not been satisfactory however.
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It would be courteous of Apple to demonstrate the fault to the customer in this case just like a car mechanic or a watchmaker would do the same with repairs or warranty queries. Apple have introduced a policy to prevent this and in some cases it's failed the customer. Not everybody who walks through the door is a scammer and it shouldn't be assumed as such. It also shouldn't be assumed every part time Genius is an expert in what they are reviewing. I think the OP was entitled to a second opinion, a demonstration of the fault, and the decision in writing from Apple. Although I have always been thoroughly happy with my experiences at this same store, had I been the OP, I would never be buying an Apple product again and my complaint would be taken to the highest level. This is 'if' it truly is Apples fault.
Until we find out the outcome, it's difficult to discuss further.
Yes, the evidence is the photos. That's why I said a third party might be able to give insight. I assume only Apple can tell if a photo is of legit parts or not.
Hmmm... I just realized OP might be able to call around and see if any of the local repair shops worked on it by IMEI number or something else.
I understand that risk. However I would do it if needed to present evidence in court. Small claims was mentioned and under sworn testimony the goal is to present enough evidence for the judge to award damages. The judge may not care about policies.
Those damages would hopefully be enough to buy a new phone and problem solved. I'm simply offering alternatives to OP working with Apple since he's not able to successfully do that.
Ignoring the major retailers there are several outlets in Cardiff that offer iPhone repairs and the cheapest screen service I have found is £49.99. I doubt the OP's daughter at 12 years old had the pocket money to do that without her fathers knowledge.
Having looked into this my advice to the OP would be perhaps to take the device to a repair place or have it repaired on your insurance. Write this off as a bad experience and make an official complaint to Apple.
https://www.apple.com/uk/contact/
If they fail with treating you reasonably, then consider not buying another iPhone. I really hope your experience is a one off as I will be getting an iPhone 6 in a few weeks and wouldn't want this level of hassle and indeed have always raved about their CS.
Having looked into this my advice to the OP would be perhaps to take the device to a repair place or have it repaired on your insurance. Write this off as a bad experience and make an official complaint to Apple.
https://www.apple.com/uk/contact/
If they fail with treating you reasonably, then consider not buying another iPhone. I really hope your experience is a one off as I will be getting an iPhone 6 in a few weeks and wouldn't want this level of hassle and indeed have always raved about their CS.
This is usually the case.
But there are some uppity staff members in some stores.
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Best solution now is get it fixed at a local shop
I'd get the repair guy to take as many pics as possible tho and get on the ball to apple, email and phone every day, don't let up.
Going through small claims will take time and money, and you don't want your daughter without her iPhone.
I'd get the repair guy to take as many pics as possible tho and get on the ball to apple, email and phone every day, don't let up.
Going through small claims will take time and money, and you don't want your daughter without her iPhone.
Yes, the evidence is the photos. That's why I said a third party might be able to give insight. I assume only Apple can tell if a photo is of legit parts or not.
Hmmm... I just realized OP might be able to call around and see if any of the local repair shops worked on it by IMEI number or something else.
I understand that risk. However I would do it if needed to present evidence in court. Small claims was mentioned and under sworn testimony the goal is to present enough evidence for the judge to award damages. The judge may not care about policies.
Or the judge could side with apple.
I don't think apple has to prove the screen is non-oem just like op doesn't have to prove his daughter didn't get the phone fixed.
The truth us out there, but apple has no reason to lie and assume they are door on with their diagnosis. So either the iPhone was fixed somehow with a non-oem screen by the insurance co or the daughter got it fixed.
Apple isn't jiffy lube obviously but it is a business run by human beings.
It will always be he said she said if the party with facts refuses to release those facts. And there is a very simple solution to that...
I could easily double my salary with those business ethics.
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Assuming he's in the US Apple would be the party that needs to prove that is a 3rd party screen. It's the basis of denying the claim. If they can't prove that then there is no denial claim in the first place.
What business ethics are you referring to? Sure we all could cheat and lie, is that what you are referring to? Is that what you are subtlety accusing apple of?
I'm not sure why apple is under any obligation to release anything. We could debate this all day long, but the op should get the phone fixed have the screen documented and sue apple and see what happens.
Now, if there is a non-oem screen in the phone...how did it get there?
I'm not being funny, no.
Apple should be able to support their claim there and then that the screen is not genuine.
However they manage it, they should back up their reason not to change it.
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Bingo.
The OP is in the UK, but your point is absolutely still valid.
Too late.
They should have done it at the time.
I'm willing to bet, that in a UK court, OP would win this, due to the really way Apple handled it initially.
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