Wow! Now that's what you call great customer service!

[CylonGlitch]

Not iPhone 4 related but customer service related. My battery on my Macbook Pro went bad last week, 9 months after my warranty was up and Apple replaced it no charge.... great customer service.

Last week my wife's iPhone 3GS latched up and became very hot in her pocket resulting in minor burns. It was 4 months beyond warranty and they charged $199 to replace it.

This week my iPhone 4's microphone just won't work right; no one can really hear me when I call them. I need to exchange it. . . but after dealing with them last week, I have no real desire to go back. I'm dreading it.

Right now, I'm not a happy customer.

 

[Applejuiced]

Last week my wife's iPhone 3GS latched up and became very hot in her pocket resulting in minor burns. It was 4 months beyond warranty and they charged $199 to replace it.

This week my iPhone 4's microphone just won't work right; no one can really hear me when I call them. I need to exchange it. . . but after dealing with them last week, I have no real desire to go back. I'm dreading it.

Right now, I'm not a happy customer.

That's what happens when it's out of warranty. They don't have to fix or replace it for free but I bet you already knew that. That's what out of warranty means.

 

[Demosthenes X]

Apple's take on warranty replacements instead of repairs is really refreshing. I can't count the number of friends who have been without their cell phone and relying on crappy loner phones for weeks at a time because the manufacturer would rather "repair" the phone. And that's if the shop in question had a loner available - sometimes you're just told you're SOL and have to deal with not having a phone, or buy/find/borrow a loner on your own.

My iPhone 3G stopped working properly about 9 months into warranty. One phone call, and a new one was in the mail. I never had to be without a phone. Great service!

 

[iStudentUK]

That's what happens when it's out of warranty. They don't have to fix or replace it for free but I bet you already knew that. That's what out of warranty means.

They do have to here! If it is faulty and you didn't cause it you have the right to a repair/replacement/partial refund within a reasonable period (probably 2 years?). Never used it with Apple, but have elsewhere. Sometimes a smile and some persistence pays off.

 

[Applejuiced]

They do have to here! If it is faulty and you didn't cause it you have the right to a repair/replacement/partial refund within a reasonable period (probably 2 years?). Never used it with Apple, but have elsewhere. Sometimes a smile and some persistence pays off.

Yes I heard about that UK law before.
Sometimes that won't get you far either and it would be up to the rep but like you said being nice and polite usually works better than threats and laws.

 

[grantsdale]

Like I said, I was surprised they just replaced it no questions asked.

Well, if he told him the problem, its not really no questions asked. They know the common problems people have, and for some of them the fix is a replacement.

 

[chestvrg]

Wish Toyota was like that

 

[Pez555]

This is what a one year warranty does... Exciting isn't it.

dont be so quick to jump the gun.

most companies will not replace a product, rather send it off for repair even if it is still within warranty.

 

[Applejuiced]

Wish Toyota was like that

Me too.
They always find reasons not to fix anything under warranty.
I hate dealing with dealerships service departments. You go for an oil change and they try to have you pay for a $1200 preventive maintenance job.

 

[SharepointGuy]

Today, almost 10 months later, the genius took a quick look at the phone and just said that "I will be replacing it" and no questions asked!

I remember when i first started working at a power converter company during college that we did a similar thing for our server backup batteries. Sometimes the time spent troubleshooting and resolving an issue can far outweigh just sending a new or refurbished unit. 30 minutes of troubleshooting could be $250 or more lost on potential sales. I'm glad to hear they were helpful and attentive though, quality customer service is hard to find.