iPhone 13 Pro "Bad Apple" Customer Service Experience

[antiprotest]

Hardware quality, software quality, service quality -- all down.

 

[I7guy]

These kind of stories is what usually put brakes on me purchasing Apple stuff since Apple prices in my country are at least 30% more than US MSRP, and we don't even have official Apple presence. Most people owning Apple products in my country usually fly to Singapore for support (before the pandemic).

Hope you can get some resolution.

Why, Apple sells hundreds of millions of iphones a year. There is bound to be some qa issues at that scale. Would you hold off on a car purchase such as a Honda Accord because someone posted a bad experience?

 

[AgeOfSpiracles]

13 Pro here, no screen clicking. Having owned a bucket of various iPhones, and having this issue repaired by apple on my 6S, I would not accept that as "normal."

 

[Danfango]

Mine is perfect. Probably just got one made on a Friday afternoon rush! I had a car like that once.

 

[Random_Matt]

Hideous, my phone is nowhere near like that. 12 to 13 is a big ass downgrade in quality.

 

[BNIB]

Holy moly the gaslighting from Apple is appalling. Why the heck would anyone think screen moving and clicking is acceptable? Or loose speaker grill caused after their own repair is acceptable? Repair should fix an issue and not causing more issue.

OP can you argue that you’re trying to sell the phone but the buyer back off after the wobbly speaker grill? It decreases the value of the phone. I’m interested to know what resolution they offer after escalating the complain.

 

[Zyon22]

When is your visit to take place?

He recommended express replacement

 

[Zyon22]

Does anyone have experience with express replacement? What happens if they think my device is fine? I have a card to do it on now and hopefully it works

 

[CE3]

I’ve used express replacement multiple times (mouse, keyboard, couple iPads) without issues.

 

[Zyon22]

I’ve used express replacement multiple times (mouse, keyboard, couple iPads) without issues.

So why don’t they just replace at the apple store instead of trying to cross ship it. They aren’t are strict about minor issues? Is there a limit of how much i can use it?

 

[CE3]

So why don’t they just replace at the apple store instead of trying to cross ship it. They aren’t are strict about minor issues? Is there a limit of how much i can use it?

The times I’ve needed to use it were spread out over the course of many years, and the replacement Apple sent always resolved the issue for me.

I don’t think there’s a limit, but if you’re not satisfied and need another replacement, I wouldn’t be surprised if they use some discretion.

 

[Zyon22]

The times I’ve needed to use it were spread out over the course of many years, and the replacement Apple sent always resolved the issue for me.

I don’t think there’s a limit, but if you’re not satisfied and need another replacement, I wouldn’t be surprised if they use some discretion.

So we think that they will replace my iPhone no questions

 

[ian87w]

Why, Apple sells hundreds of millions of iphones a year. There is bound to be some qa issues at that scale. Would you hold off on a car purchase such as a Honda Accord because someone posted a bad experience?

Hmm, maybe try reread my post. As for your analogy, imagine buying a Honda Accord at 30% more than their normal prices and there’s no official Honda service center anywhere in your country. Would you still have a lot of confidence spending that much money for the car?

 

[I7guy]

Hmm, maybe try reread my post. As for your analogy, imagine buying a Honda Accord at 30% more than their normal prices and there’s no official Honda service center anywhere in your country. Would you still have a lot of confidence spending that much money for the car?

Yes, I understand what you said but buying any mass produced for consumer product can result in some products having issues. Hondas are virtually bullet proof, but I understand there can be that occasional lemon. iPhones, in my experience are also generally bullet proof, but sure you can win the lemon lottery.

 

[Shadowbech]

Does anyone have experience with express replacement? What happens if they think my device is fine? I have a card to do it on now and hopefully it works

Not that I have used it but typically with express replacement, if you request one, they will put a hold on your credit card for the amount of that same device you have, they will then ship you out the replacement. I believe they also include a return label kit for your defect iPhone. Once they receive that back, they lift the hold and the hold charge goes away. At this point it should be complete and they won't necessary do anything. You just keep that replacement device.

 

[Zyon22]

Not that I have used it but typically with express replacement, if you request one, they will put a hold on your credit card for the amount of that same device you have, they will then ship you out the replacement. I believe they also include a return label kit for your defect iPhone. Once they receive that back, they lift the hold and the hold charge goes away. At this point it should be complete and they won't necessary do anything. You just keep that replacement device.

That seems almost to good to be true assuming apple store wouldn’t even help me

 

[OhMyMy]

That seems almost to good to be true assuming apple store wouldn’t even help me

That’s not too good to be true. That’s exactly how it works. The only obstacle would be to convince the rep to file a claim at no cost to you saying that it’s not accidental damage and that it’s a manufacturing defect and you’re worried dust and other debris might get into it and damage the phone.
Once that’s done there’s nothing else to worry about. You’d be sent a replacement unit and you can just send back the defective one and forget about it altogether.

Only problem? If the replacement unit has the same issue then you’re gonna have to get it visually inspected at an Apple store and can’t just request another replacement.

 

[Zyon22]

That’s not too good to be true. That’s exactly how it works. The only obstacle would be to convince the rep to file a claim at no cost to you saying that it’s not accidental damage and that it’s a manufacturing defect and you’re worried dust and other debris might get into it and damage the phone.
Once that’s done there’s nothing else to worry about. You’d be sent a replacement unit and you can just send back the defective one and forget about it altogether.

Only problem? If the replacement unit has the same issue then you’re gonna have to get it visually inspected at an Apple store and can’t just request another replacement.

Why is that? You can only use express replacement once?

 

[OhMyMy]

Why is that? You can only use express replacement once?

For the same issue? Yes!

 

[Zyon22]

For the same issue? Yes!

Okay let’s hope the next phone has no issue

 

[satpak]

Hmm, maybe try reread my post. As for your analogy, imagine buying a Honda Accord at 30% more than their normal prices and there’s no official Honda service center anywhere in your country. Would you still have a lot of confidence spending that much money for the car?

And imagine Apple vehemently arguing that it's all our own fault and perception of the issue. Ridiculous. I love my Apple products and have multiple products from them, but an issue like a screen gap should be addressed and acknowledged by Apple with a full replacement of the device (at least for one time).

 

[Zyon22]

And imagine Apple vehemently arguing that it's all our own fault and perception of the issue. Ridiculous. I love my Apple products and have multiple products from them, but an issue like a screen gap should be addressed and acknowledged by Apple with a full replacement of the device (at least for one time).

It seems like only certain batches have the “gap” a couple of them in the east coast don’t have them and some of them do

 

[Zyon22]

Update: express replacement ordered also here is some “actual” pictures and a video

Another iPhone 11 I have does have a gap but it appears to be a bit smaller. The screen can indeed be moved like my iPhone 13 by wiggling it

Gap gate is a real thing guys

 

[ian87w]

I wonder if this is related to the BOE thing (where they changed their spec).

 

[Zyon22]

I wonder if this is related to the BOE thing (where they changed their spec).

Maybe. Obviously there are tolerances but I do prefer how Samsung installs glass by glueing it to the frame. My 200$ Samsung has 0 gap at anywhere and I never cracked it even once