Apple "Genius" refused to replace my iPhone, why?

[jaw04005]

I don’t know why people bother to even go to the Apple Store for issues like this. Call AppleCare and mail the phone in. They rarely squabble with mail-in repairs as that would take multiple phone calls and time. They just fix it.

And if they do refuse the repair, there’s a hierarchy of support to pursue unlike the Apple Store.

 

[iBrody]

Its a hair line crack, does it make the phone not work?
Is it really that annoying you need a new phone?
Unless those cracks cause the phone to stop working why would you need to replace it? I think some people are a little too OCD.

But it's a premium priced product, if my Pioneer plasma tv developed a hairline crack within the first year, then are you saying I should lump it? That's just crazy

 

[SRLMJ23]

The best way I've found to deal with exchanging a phone is calling iPhone support, explain your problem to the tech on the phone, they will make up a report which they will give you a ID number for so you can give it to the Genius at the store (iPhone care will also email them everything they did if they make your appt. for you). I just exchanged my phone for the same exact problem, I called first and had them commit to a replacement which isnt hard because iPhone support is very very helpful, then I went to the store with the ID # to the reps notes and it was a 10 minute deal and I was out. I've had 2 other iPhones exchanged and have used this method both times and its never failed.

 

[Fuchal]

The crack will cause no structural or functional issues with the phone, that's the main reason why the Genius won't replace it. It's purely cosmetic damage.

 

[TheSpaz]

Products shouldn't damage themselves. I feel for the original poster. My first iPhone 3G cracked on it's own after only 2 weeks. I never dropped it, I always held it with extreme care and I always set it on soft surfaces. Therefore, the phone had to be defective.

This is ALL Apple's fault. They know about the cracking, so they should have used a better material for the iPhone 3GS.

Also, just because you only paid $200 for a phone up front, doesn't mean it's a $200-quality phone. It's a $600 phone.

 

[puckhead193]

if you live near another apple store, just go there. I once went to all 3 apple stores near my house until I got satisfaction and smithaven NY.

 

[John T]

Products shouldn't damage themselves

No, of course they don't. People do!

 

[ouimetnick]

No, of course they don't. People do!

So my iPhone 3G black 16GB replacement with a body guard shield on the back and front, sitting in it's dock for 2 weeks has a hairline because of me? It didn't have any when the shield was on, or when it first was in the dock. So after sitting in the dock, being controled with a remote, the crack is now my fault? I'm going to lie with it for now, but I PAID $499 for this. And apple says it's considered normal cosmetic where and tear or user damage for a $500 phone to crack on it's own. My brothers brand new iPhone 3G had a crack next to the headphone Jack when he unboxed it in the store in October 2008. They gave him a new one, but he paid $299.99 for it I paid $499! I don't care if it's a PHONE! It's a $500 PHONE THAT CRACKED ON ITS OWN. My Cheap gophones from Motorola don't crack on ther own. That's a 30 dollar phone.

 

[davelanger]

So my iPhone 3G black 16GB replacement with a body guard shield on the back and front, sitting in it's dock for 2 weeks has a hairline because of me? It didn't have any when the shield was on, or when it first was in the dock. So after sitting in the dock, being controled with a remote, the crack is now my fault? I'm going to lie with it for now, but I PAID $499 for this. And apple says it's considered normal cosmetic where and tear or user damage for a $500 phone to crack on it's own. My brothers brand new iPhone 3G had a crack next to the headphone Jack when he unboxed it in the store in October 2008. They gave him a new one, but he paid $299.99 for it I paid $499! I don't care if it's a PHONE! It's a $500 PHONE THAT CRACKED ON ITS OWN. My Cheap gophones from Motorola don't crack on ther own. That's a 30 dollar phone.

I am calling BS, there is no way if your phone was just sitting there it cracked all by itself.

I am curious OP do you have a case on your phone?

 

[acfusion29]

Yeah...Okay? You must have money to blow and also you must expect less than perfect or even good quality from a $200 or $600 device depending whether you paid at a subsidized price or not. I don't know about you or any other people in this forum but I know if I paid even $200.00 for a device I would expect it to be perfect or even "hairline crack" free especially when you baby the s*** outta the phone. But then again you don't care so go have fun with your blackberry.

Actually, no... I don't have money to blow.

Did you even read what I said? Unless you keep your iPhone in a glass case and never even touch it, it's not going to stay in 'mint' condition. It's actually impossible.

Like I said in the first post, "You are constantly moving them around, putting them in your pocket or on a desk. You are putting pressure on the plastic and it's cracking. Apple chose a bad material, but you chose to buy the ****ing phone knowing it cracks."

Are you some 16 year old that can't comprehend anything? Apple chose a really bad piece of material that unfortunately cracks, but not for no reason. There is stress on the casing. If you want some piece of mind.. do what I did, get a BLACK iPhone. You can't see the cracks.

Right now, I'm using a BlackBerry 9700 (traded my black 3GS for it to try it out) and have a WHITE iPhone 3G that I use in my car for music. It has a huge crack, bigger and uglier than yours (I'll take a picture after), but I haven't gone to the genius bar to complain because it's in good condition otherwise and it works perfectly fine.

 

[Jimmyneedles]

I am calling BS, there is no way if your phone was just sitting there it cracked all by itself.

I am curious OP do you have a case on your phone?

It's actually very possible for an iPhone to crack all by itself, regardless of what you think. There is this thing called heat. Heat makes stuff expand. You have a cold iPhone due to it being winter and whatnot, then you take it inside to you warm house and bam! It heats up just a tad too quickly, causing it to expand the slightest bit. Can you guess what will happen when the material expands when there is no room for expansion?

 

[Surely]

I am calling BS, there is no way if your phone was just sitting there it cracked all by itself.

I am curious OP do you have a case on your phone?

You need to learn a little about this topic before throwing BS at people. Heat and pressure can absolutely cause the plastic shell to crack all by itself. If those screws are tightened too much: cracked plastic.

Here's another example of something cracking on it's own: my sunglasses were sitting in their case in a cupboard. I opened the case, and low and behold, one of the glass polarized lenses was cracked right down the middle. They weren't dropped or bent or mistreated. The company believes that pressure on the lens bythe frame caused the crack.

 

[dukebound85]

I am calling BS, there is no way if your phone was just sitting there it cracked all by itself.

I am curious OP do you have a case on your phone?

um mine did....on many seperate phones

Like I said in the first post, "You are constantly moving them around, putting them in your pocket or on a desk. You are putting pressure on the plastic and it's cracking. Apple chose a bad material, but you chose to buy the ****ing phone knowing it cracks."

Are you some 16 year old that can't comprehend anything? Apple chose a really bad piece of material that unfortunately cracks, but not for no reason. There is stress on the casing. If you want some piece of mind.. do what I did, get a BLACK iPhone. You can't see the cracks.

You realliy think people buying iphones know that it is going to crack from babying the phone? how come no other product I have has this issue?

Sorry, people don't expect their phones to crack from normal usage.I know I didn't.... Stop being an apologist for apple. The fact is apple is using a crappy material. case closed

OP...take it back and get a new one. You are paying 2k to use their phone. It better not have cracks imo. Oh yea, acfusion, he cant swap out for a black one even if he wanted to as they wont let him (based off my experience with getting replacement iphones)

 

[specify]

It's actually very possible for an iPhone to crack all by itself, regardless of what you think. There is this thing called heat. Heat makes stuff expand. You have a cold iPhone due to it being winter and whatnot, then you take it inside to you warm house and bam! It heats up just a tad too quickly, causing it to expand the slightest bit. Can you guess what will happen when the material expands when there is no room for expansion?

I don't think it works that simply unless with the most extreme circumstances, there are several variables when it comes to thermal expansion.

 

[ouimetnick]

I am calling BS, there is no way if your phone was just sitting there it cracked all by itself.

I am curious OP do you have a case on your phone?

Go a head, call it BS! If you got me a nice, camera, I could show you the photos. It does have heat change. The room its in can drop down to 49F- 68F!
Plus, I have it playing music 24/7, even when the Stereo is off. I also touch the glass to update my FB status. And download more APPS. It did crack.

 

[acfusion29]

um mine did....on many seperate phones



You realliy think people buying iphones know that it is going to crack from babying the phone? how come no other product I have has this issue?

Sorry, people don't expect their phones to crack from normal usage.I know I didn't.... Stop being an apologist for apple. The fact is apple is using a crappy material. case closed

OP...take it back and get a new one. You are paying 2k to use their phone. It better not have cracks imo. Oh yea, acfusion, he cant swap out for a black one even if he wanted to as they wont let him (based off my experience with getting replacement iphones)

No other company uses the same plastic that Apple did, or maybe the method. Like someone had already said, there are many factors to this, including those screws holding the iPhone in place. There is a lot of stress being put on the phone when you hold it, IT'S PLASTIC.

And I'm not being an apologist... people are way too OCD. I've never seen someone so OCD about a product... it's very sad actually. Enjoy the phone for it's purpose.

And did I not say that? Apple is using bad material.. case is closed.

 

[ouimetnick]

No other company uses the same plastic that Apple did, or maybe the method. Like someone had already said, there are many factors to this, including those screws holding the iPhone in place. There is a lot of stress being put on the phone when you hold it, IT'S PLASTIC.

And I'm not being an apologist... people are way too OCD. I've never seen someone so OCD about a product... it's very sad actually. Enjoy the phone for it's purpose.

And did I not say that? Apple is using bad material.. case is closed.

My cheap Motorola C168i is plastic also. It has been abused so manytimes. Just scuffs, no cracks. Or crocked buttons either... on a $30.00 phone.

 

[ntrigue]

I'm sorry half the forum feels like bullying you is the answer.

You are not only in the right but you have the right to a new 3GS. I'd recommend buying Applecare on eBay then going to a different Genius and/or printing the hundreds of posts from other white iPhone owners that had the hairline cracks.

 

[dukebound85]

No other company uses the same plastic that Apple did, or maybe the method. Like someone had already said, there are many factors to this, including those screws holding the iPhone in place. There is a lot of stress being put on the phone when you hold it, IT'S PLASTIC.

Its a DESIGN flaw

And I'm not being an apologist... people are way too OCD. I've never seen someone so OCD about a product... it's very sad actually. Enjoy the phone for it's purpose.

The consumer has a right to a defect free product. Why do you care what he does. Does it affect you? Let him do as he pleases

You stating how the OP should act is none of your business. Maybe you like a cracked phone but me and many others do not

Fact is that Apple does recognize this as an issue and in my dealings with them regarding this issue, they have been nothing short of accomodating

And did I not say that? Apple is using bad material.. case is closed.

Then he has every right to a replacement doesnt he...

I guess those with defective 27imacs or 8600gt mbps should just be content with thier flawed products huh

 

[draperm25]

About two days ago I made a Genius appointment online to get my iPhone 3G S replaced due to it having hairline cracks on both sides of the vibrant switch. Well when I went in I saw a Genius right away and I explained to him the problem which was my iPhone having hairline cracks on both sides of the vibrate switch and a small one on the bottom where the screws are (which that wasnt that big a deal). So he took it from me and did the normal procedure and checked both water sensors for any kind of water damage which I didn't have (i checked before i left and he also confirmed) and after examining the iphone he said he wouldn't replace it due to it being MY fault. WHAT??? I baby my iPhone and have never once dropped it. I have a screen protector on at all times, a case, and for crying out loud I even put a piece of screen protector over the Apple Logo so I don't scratch it up.

Below I posted pictures which aren't that good in quality but that's all I have for the moment. I would like to know if anyone here has had the problem I had with not getting it replaced. I think this is just ridiculous and it really makes me angry.

Does anyone agree with the Genius? Please keep in mind my iPhone had NO water damage, very minimal scratches on the chrome bezel, no scratches on the screen or plastic housing. I would like to know your thoughts.

What country r u in? Are you in the uk or us?

 

[draperm25]

Why i ask this is because in the UK your products are covered by the sales of goods act for 6 Years, taking in to account how much you paid for the product and so on. I recently went through this with my iPhone 3G i bought from O2. I wasnt happy that my iPhone was starting to crack all over the phone, by the sleep/wake button the simcard tray, the headphone jack, the silent button, and the volume button, and on the bottom of the phone why you connect it to charge there was a 4cm crack going up the back of my iPhone.

I contacted Apple they said they couldn't do anything because it was 19-days out of warranty. So i contacted our Consumer Direct (Trading Standards) and they told me which way to go about this. Because i paid £400 for the phone (Pay and go) and the product was not of satisfactory quality, you have a right to request a fair repair or if it cant be repaired a replacement. However, because i bought the phone from O2 i had to do this through them and not Apple.

Here is a copy of the letter i sent to the O2 store where i bought my iPhone,

03/11/2009
Store Manager
O2 Retail Store
807 Oxford St
Swansea
West Glamorgan
SA1 3AF

Dear Sir/Madam,

Sale of Goods Act 1979 (as amended)

On 19th September 2008, I bought a White 16GB iPhone 3G from you for £399.99, which is not of satisfactory quality.
The problems are:
• 3 cracks in the white plastic between the sleep/wake button and the silver bezel.
• A crack in the white plastic between the simcard tray holder and the silver bezel.
• A crack in the white plastic between the headphone port and the silver bezel.
• 3-4 Cracks in the white plastic near the top left corner of the silver bezel.
• A split in the white plastic surrounding the mute button.
• A crack in the white plastic between the volume up button and the silver bezel.
• A crack in the white plastic between the USB connector port and the silver bezel.
• A 4cm split in the white plastic in the middle of the USB connector port and up the back of the phone.
• A crack in the white plastic between the microphone and the silver bezel.
• The silver bezel at the top right hand corner is coming away from the iPhone.

I wish to reject the goods and claim a replacement or repair.

Please respond to my complaint within 10 days from receipt of this letter.
Yours faithfully
Mark,

Needless to say the O2 store never responded to my letter, so i sent another letter to o2 complaints department as instructed by Consumer Direct. Consumer Direct did say that O2 Head Office my want the phone independently checked to make sure you haven't misused the phone. Which I i had no problems of doing if we had to.

Heres a copy of the letter,

03/12/2009
O2 Customer Relations
Suite N
Arlington Business Centre
Millshaw Park Lane
Leeds
West Yorkshire
LS11 0NE

Dear Sir/Madam,

I bought a White 16GB iPhone 3G from your Swansea branch for £399.99 on 19th September 2008. I recently wrote a letter to the Swansea branch of O2 explaining that the phone was not of satisfactory standards and I wish to have a fair repair or a replacement. The store has not got back to me regarding this matter even though the letter was received on the 5Th November 2009 as I sent the letter special delivery. I will enclose a copy of the letter I sent to your Swansea branch and a copy of the signature of the person who signed for the letter and a copy of the original receipt.

I recently noticed some cracks appearing on the white plastic on the back of the iPhone. So I recently done a search on the internet to see if anyone else has had this problem with their iPhone and it seem to be a common fault with the white iPhone 3G. There are over 1500 posts on the macforums website explaining that this is a common problem with the white iPhone and has been a problem since the iPhone 3G was released with the white backing.

Here are the problems with my iPhone
• 3 cracks in the white plastic between the sleep/wake button and the silver bezel.
• A crack in the white plastic between the simcard tray holder and the silver bezel.
• A crack in the white plastic between the headphone port and the silver bezel.
• 3-4 Cracks in the white plastic near the top left corner of the silver bezel.
• A split in the white plastic surrounding the mute button.
• A crack in the white plastic between the volume up button and the silver bezel.
• A crack in the white plastic between the USB connector port and the silver bezel.
• A 4cm split in the white plastic in the middle of the USB connector port and up the back of the phone.
• A crack in the white plastic between the microphone and the silver bezel.
• The silver bezel at the top right hand corner is coming away from the iPhone.

So I'm writing to you to ask for a fair repair on my iPhone or a replacement if a repair is not possible.

Please respond to my complaint within 14 days from receipt of this letter

Yours faithfully


Mark,

A week after sending the letter to head office i had a refurbished iPhone 3G sent to my home address and a jiffy bag to send my phone back.

All in all stick with it and keep pushing to have your iPhone 3Gs replaced.

Hope this helps you anyway, sorry its long winded.

 

[thecoolone1]

Actually, no... I don't have money to blow.

Did you even read what I said? Unless you keep your iPhone in a glass case and never even touch it, it's not going to stay in 'mint' condition. It's actually impossible.

Like I said in the first post, "You are constantly moving them around, putting them in your pocket or on a desk. You are putting pressure on the plastic and it's cracking. Apple chose a bad material, but you chose to buy the ****ing phone knowing it cracks."

Are you some 16 year old that can't comprehend anything? Apple chose a really bad piece of material that unfortunately cracks, but not for no reason. There is stress on the casing. If you want some piece of mind.. do what I did, get a BLACK iPhone. You can't see the cracks.

Right now, I'm using a BlackBerry 9700 (traded my black 3GS for it to try it out) and have a WHITE iPhone 3G that I use in my car for music. It has a huge crack, bigger and uglier than yours (I'll take a picture after), but I haven't gone to the genius bar to complain because it's in good condition otherwise and it works perfectly fine.

Actually, no, I'm not 16 years old but I'm sure alot of 16 year old kids are more mature than you. I don't get why I'm getting bashed in this forums over CLEARLY asking other peoples THOUGHTS and if they have EXPERIENCED the same problem I have. I did NOT ask "why" they wouldn't replace it. Now if you learned to comprehend yourself, then just maybe you would UNDERSTAND, but clearly you don't. I don't care about what matters to you because clearly you like the hairline cracks and you can deal with them, but me on the other hand I want a defective free product that's worth well over $500.00 which cost me way over 1k over the contract period just to use the phone. So all in all, I think if I paid a good amount of money then I would expect the best "quality" because I don't care if there are pressure points or not because there is no excuse for that, Apple should of learned the first time around to resolve the build quality of the cracks. I think I'm entitled for a replacement and I will get one soon. I think it's a bit weird and BS that I have to "baby" my phone just not to get a hairline crack and even when you do baby your phone, it cracks anyways. I've had $20, $40, and $50 dollar phones in the past with plastic and they have yet to crack at all and those phones got pretty beat up. So now I'm saying CASE CLOSED.

 

[davelanger]

You need to learn a little about this topic before throwing BS at people. Heat and pressure can absolutely cause the plastic shell to crack all by itself. If those screws are tightened too much: cracked plastic.

Here's another example of something cracking on it's own: my sunglasses were sitting in their case in a cupboard. I opened the case, and low and behold, one of the glass polarized lenses was cracked right down the middle. They weren't dropped or bent or mistreated. The company believes that pressure on the lens bythe frame caused the crack.

Do you read the terms of service of your phone? It says do not put in extreme heat or cold. If you are doing that and its cracking IT's YOUR FAULT.

Also why are you putting pressure on your phone? Again that is your fault. If you sit on your phone and it cracks, that is your fault.

 

[Surely]

Do you read the terms of service of your phone? It says do not put in extreme heat or cold. If you are doing that and its cracking IT's YOUR FAULT.

Also why are you putting pressure on your phone? Again that is your fault. If you sit on your phone and it cracks, that is your fault.

Listen up kiddo:

The heat generated from charging your iPhone or the cold of an air-conditioned room are NOT extreme temperatures.

Who said anything about putting pressure on it or sitting on it? Do you think people are complaining that their iPhone somehow doesn't survive being squeezed in a vice?

The cracking is occurring because of a well-known iPhone design flaw. Here, I googled it for you. It has been widely reported ever since the 3G came out almost 2 years ago.

Apple is just another corporation looking to turn a profit. They just happen to make products that we all love. Why are you so quick to defend them and call reasonable, unsatisfied customers liars?

 

[jdaco6]

My personal opinion over this matter is that Apple will help you. You need to escalate you case internally with apple to get to someone who can change the terms that the normal Call Centre staff have to abide by.

There people are likely to make an exception for you.