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When Apple Hands You Lemons...

Cuechick

Cuechick

macrumors 6502
Original poster
May 30, 2010
258
37
So Cal
Well this sucks! After spending over 4 hours online with an apple support tech, they are sending me a new phone! They are expediting it so it I should have by Tuesday... but dang! It seems the big mistaking was updating my phone from my iTunes back up rather than starting as a new phone. It all went well till I tried to open the phone, after entering my passcode I got a screen that said, You Update is complete just a few more steps and hit continue... I hit continue and I see the apple for a sec then am stuck on a screen that says "swipe to upgrade" but it does nothing. Just stuck there!

She said this is an issue with the 9.0 which is why they put out the 9.1 but I can't get past this point to download it. We tried to do a reboot to try and return it to factory settings but it would not work. We tried many times, even from my other computer. A nightmare! Meanwhile, my old phone is no longer working cause the new phone has been activated.

Finally she had me switch out the sims so would at least have a phone and then they decided to expedite me a new one. Other than the wait the other downside is they also need you to run your credit card for the full amount of a new phone till they received the other one back. She did check to see if she could get me an appointment but the earliest one was Thursday!

Ugh... ! It is such a beauty! I am so sad... ce la vie!
 
Cuechick said:
Well this sucks! After spending over 4 hours online with an apple support tech, they are sending me a new phone! They are expediting it so it I should have by Tuesday... but dang! It seems the big mistaking was updating my phone from my iTunes back up rather than starting as a new phone. It all went well till I tried to open the phone, after entering my passcode I got a screen that said, You Update is complete just a few more steps and hit continue... I hit continue and I see the apple for a sec then am stuck on a screen that says "swipe to upgrade" but it does nothing. Just stuck there!

She said this is an issue with the 9.0 which is why they put out the 9.1 but I can't get past this point to download it. We tried to do a reboot to try and return it to factory settings but it would not work. We tried many times, even from my other computer. A nightmare! Meanwhile, my old phone is no longer working cause the new phone has been activated.

Finally she had me switch out the sims so would at least have a phone and then they decided to expedite me a new one. Other than the wait the other downside is they also need you to run your credit card for the full amount of a new phone till they received the other one back. She did check to see if she could get me an appointment but the earliest one was Thursday!

Ugh... ! It is such a beauty! I am so sad... ce la vie!
Click to expand...

Did you try putting the phone into DFU mode? It sure sounds like you have an issue that can be fixed without getting a new handset...
 
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DFU? Is that where you see the little plug pointing toward iTunes?

if it is, yes, we did it several times, 5 at least! Each time it only gave the option reinstall or update, we picked reinstall then it says reinstall and update and then tries to download the new OS 9.1 but I can not unlock the phone cause my back up still has the old passcode... 4 digits on my 5 not the 6 I just put on this new phone!
 
Cuechick said:
DFU? Is that where you see the little plug pointing toward iTunes?

if it is, yes, we did it several times, 5 at least! Each time it only gave the option reinstall or update, we picked reinstall then it says reinstall and update and then tries to download the new OS 9.1 but I can not unlock the phone cause my back up still has the old passcode... 4 digits on my 5 not the 6 I just put on this new phone!
Click to expand...
No that's recovery mode, DFU it and you should be fine.
 
Cuechick said:
DFU? Is that where you see the little plug pointing toward iTunes?

if it is, yes, we did it several times, 5 at least! Each time it only gave the option reinstall or update, we picked reinstall then it says reinstall and update and then tries to download the new OS 9.1 but I can not unlock the phone cause my back up still has the old passcode... 4 digits on my 5 not the 6 I just put on this new phone!
Click to expand...

i had to dfu mode was having issues activating also..it did work...recovery mode is where u hold your home button for 10 secs and u get the itunes plug screen...dfu mode you hold power AND home button for 10 secs similar process pretty much except dfu mode you hold both home and power for 10 secs until itunes will alert you
 
I found a feature while setting up my wife's phone I didn't know about... apparently I had turned on voice assist. Every time I touched the screen, it would say what I touched in whatever language that was rotating... even the Apple Support guy had to look that one up. The means to turn it off (and on presumably) was to tap the home button 3 times fast. I literally couldn't get past the "swipe to unlock" screen with that on.
 
I had a problem where the live wallpaper wasn't working. The apple rep had me do the recovery mode reset and everything. Silly fish refused to move. She then had me run the remote diagnostics and she said she found a hardware issue and we definitely had to exchange the phone. For expedited exchange, I was charged $31(-/+) AND the full phone cost hold (about $940)! To say the least, I'm extremely unhappy with apple right now. My card is pretty much maxed out till they get the original unit back which can't happen till I get the replacement. I'm still not convinced the the live wallpaper issue isn't a software problem but she's the one that was looking at the log so I can only go by what she said. I sure don't want a lemon of a phone to deal with for the next year. Oh well. First world problems I guess.
 
Well I finally got it to work! I tried recovery mode one more time with the sim card removed and this worked. It was returned to factory settings and updated to OS 9.01 and that worked. I then put the sim back in and got online with apple support. She canceled the replacement and then stayed on with me while I backed it up from my old phone via iTunes... all good now! Whew!
 
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Yeah, it sucks that that bug ships in 9.0 since all of the phones come with it lol.
 
Glad it worked for you. I restored two iPhones from backups without issue. Glad I didn't run into the same problem.
 
gmikesell said:
I had a problem where the live wallpaper wasn't working. The apple rep had me do the recovery mode reset and everything. Silly fish refused to move. She then had me run the remote diagnostics and she said she found a hardware issue and we definitely had to exchange the phone. For expedited exchange, I was charged $31(-/+) AND the full phone cost hold (about $940)! To say the least, I'm extremely unhappy with apple right now. My card is pretty much maxed out till they get the original unit back which can't happen till I get the replacement. I'm still not convinced the the live wallpaper issue isn't a software problem but she's the one that was looking at the log so I can only go by what she said. I sure don't want a lemon of a phone to deal with for the next year. Oh well. First world problems I guess.
Click to expand...

i also did an express replacement over earpiece issues....they waived my 29$ fee, i suggest u contact them and get a refund on that...its a 1$000 brand new phone that you got with issues out of the box, thats on them, be nice about it, should get u a refund...plus ive done these expresses quite a few times, the CC hold is off quickly, apple handles the express replacement really great, in my experiences so far anyway
 
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Why are you people still using iTunes to backup? I really do t get it.
 
Cuechick said:
Well I finally got it to work! I tried recovery mode one more time with the sim card removed and this worked. It was returned to factory settings and updated to OS 9.01 and that worked. I then put the sim back in and got online with apple support. She canceled the replacement and then stayed on with me while I backed it up from my old phone via iTunes... all good now! Whew!
Click to expand...
Computers a love/hate relationship. Glad you got it going! Enjoy now.
 
gmikesell said:
I had a problem where the live wallpaper wasn't working. The apple rep had me do the recovery mode reset and everything. Silly fish refused to move. She then had me run the remote diagnostics and she said she found a hardware issue and we definitely had to exchange the phone. For expedited exchange, I was charged $31(-/+) AND the full phone cost hold (about $940)! To say the least, I'm extremely unhappy with apple right now. My card is pretty much maxed out till they get the original unit back which can't happen till I get the replacement. I'm still not convinced the the live wallpaper issue isn't a software problem but she's the one that was looking at the log so I can only go by what she said. I sure don't want a lemon of a phone to deal with for the next year. Oh well. First world problems I guess.
Click to expand...
When it happens to you it's a bummer. But no one can make 90 million of something and not have a few bad ones get out. Every part and process shoots for zero defects. At least they figured it out and are replacing.
 
EJ8 said:
Why are you people still using iTunes to backup? I really do t get it.
Click to expand...
iTunes Backup allows you to also carry out an Encrypted Backup (simply tick the Encrypted box to do this).
This is essential if you require other data like Health Graphs backed up and restored.
 
Billymac19 said:
i also did an express replacement over earpiece issues....they waived my 29$ fee, i suggest u contact them and get a refund on that...its a 1$000 brand new phone that you got with issues out of the box, thats on them, be nice about it, should get u a refund...plus ive done these expresses quite a few times, the CC hold is off quickly, apple handles the express replacement really great, in my experiences so far anyway
Click to expand...

I've just requested an express replacement, so I'm hoping they're great in my case too. AppleCare+ meant that I didn't have to pay the fee, but there is a huge £699 hold on my card at the moment until they get my faulty phone back to them. How long after receiving the phone did they take the hold off? Also do you get a new boxed unit, or simply the same plain boxed one that the Genius Bar gives you?
 
HEK said:
When it happens to you it's a bummer. But no one can make 90 million of something and not have a few bad ones get out. Every part and process shoots for zero defects. At least they figured it out and are replacing.
Click to expand...

Actually, they didn't figure out anything. I did, after doing additional searching and found the answer here on macrumors forums. Got off the phone with AppleCare support just a min ago after they confirmed my phone is fine and cancelled the replacement order. Now I have to wait a week for the holds to drop off my credit card. There is an awful lot of crap a phone support rep has to deal with so I'm not faulting them. I just hope I don't have an issue getting a replacement device when I really need one.
 
Billymac19 said:
i also did an express replacement over earpiece issues....they waived my 29$ fee, i suggest u contact them and get a refund on that...its a 1$000 brand new phone that you got with issues out of the box, thats on them, be nice about it, should get u a refund...plus ive done these expresses quite a few times, the CC hold is off quickly, apple handles the express replacement really great, in my experiences so far anyway
Click to expand...

Right on. Turns out I resolved the software issue myself later and called apple care rep back this morning. They confirmed nothing is wrong with my hardware and cancelled the replacement. Here's to hoping you are right about a speedy hold drop from my credit card! They told me "about 5-7 days. Maybe sooner".
 
Tsuchiya said:
Also do you get a new boxed unit, or simply the same plain boxed one that the Genius Bar gives you?
Click to expand...


I was told that they would just send a phone and to only send my phone back. To keep the box and everything that came in it.
 
So should the live picture wallpaper work on your home Screen? Mine works when I am changing the wallpaper, but once it is on the home screen and I force press it doesn't move.
 
gmikesell said:
Actually, they didn't figure out anything. I did, after doing additional searching and found the answer here on macrumors forums. Got off the phone with AppleCare support just a min ago after they confirmed my phone is fine and cancelled the replacement order. Now I have to wait a week for the holds to drop off my credit card. There is an awful lot of crap a phone support rep has to deal with so I'm not faulting them. I just hope I don't have an issue getting a replacement device when I really need one.
Click to expand...
We actually do this to ourselves. We all, by the millions, want latest phone the day it comes out. No company installs a system, manpower to cover such a massive demand bubble. It amazes me how well Apple handles it. In two months the rush is over and responses, replacement phones, etc will be in a more steady cycle. With that said it's a much better problem to have than so little demand the company folds.

You are being proactive and seeking out solutions. It feels good to figure it out yourself. I look at it that even if someone else came up with the answer, it was you, pushing to find that answer. Good job.
 
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