So I brought my replacement 5S back to the Apple Store tonight to hopefully get yet another replacement as this one was doing horribly (4-5 hours of usage, nearly all of it on wifi all day with all major settings disabled) and the fingerprint sensor wasn't working very good.
The second I met the "Genius" that was supposed to help me, I knew I wasn't getting a replacement. He was an instant douchebag and wasn't friendly at all. He also spoke in a very condescending tone and gave me attitude numerous times for no apparent reason (I was polite and didn't raise my voice at all. At most, I expressed disappointment that he refused to be of any help). I explained to him that every setting was off, it's on wifi nearly all day, I've done multiple restores through iTunes and always setup the phone as new, etc., etc. He checked diagnostics and of course, the battery came up as normal and healthy. I then showed him screenshots of battery life from the past week and he didn't really care at all. He then went into Settings to check if anything was enabled that could be draining the battery, but couldn't find anything. I then also explained to him that the fingerprint sensor isn't working very well on this 5s and that it randomly won't work at all. He brushed it off and said that they can't run diagnostics on the fingerprint sensor and told me to show him it. Of course when I showed him it, it worked perfectly. He looked at me and rolled his eyes.
He then claimed that since the battery was coming up normal, there had to be a software issue that was causing the excessive battery drain, and that since the fingerprint sensor was working fine, there was no reason for me to get a replacement phone. He also said that even if he had tried to give me a replacement, he wouldn't be authorized to do it because I had already gotten a replacement already for the same issue (I knew this was a load of BS because a similar situation happened with my iPad Mini and I had to get 2 replacements before it was performing as it was supposed to, and I wasn't given any hassle about the replacements either). I, once again, reminded him that I had already done multiple restores through iTunes and on the phone itself, while also always setting the phone up as new and not syncing any content (except for contacts) back onto the phone. He continued to state that it was a software issue and that I couldn't get a replacement. I asked for a manager and she just repeated exactly what I said.
So, I left. I then called AppleCare and complained about the exact same issue to the woman that I was speaking with and guess what? She said there was an issue with some iPhone 5S's having very bad battery life for seemingly no reason and that I should have no problem getting a replacement, especially since the fingerprint sensor is faulty (which I actually was able to get video evidence of about 2 hours after visiting the Apple Store). She then assigned me a case number, apologized for the way I was treated at the Apple Store, and gave me a few options on how I could go about getting a replacement. She said to try to go back to the Apple Store, give them the case number and tell them that AppleCare told me to go back and get a replacement (I will also show them the video of the faulty fingerprint sensor), and if they refused once again, to give AppleCare a call back and they'd ship a replacement out to me within 24-48 hours. So either way, I will be getting a replacement, but instead of this being a simple swap like it was the first time, this Genius had to make it extremely difficult and annoying.
In the end, I'm pleased with Apple support, as usual, but the service that I was given by the Genius at the store is, in my opinion, completely unacceptable. Maybe he was just having a bad day, but that still really isn't an excuse to be a dick to the people that come into the store needing assistance with their device.
Anyways, I'll report back on how my second trip to the Apple Store goes. Also, sorry for the wall of text, I was kind of heated after experiencing all this (I was in the store for nearly 2 hours trying to deal with this guy) and needed to get it off my chest.
The second I met the "Genius" that was supposed to help me, I knew I wasn't getting a replacement. He was an instant douchebag and wasn't friendly at all. He also spoke in a very condescending tone and gave me attitude numerous times for no apparent reason (I was polite and didn't raise my voice at all. At most, I expressed disappointment that he refused to be of any help). I explained to him that every setting was off, it's on wifi nearly all day, I've done multiple restores through iTunes and always setup the phone as new, etc., etc. He checked diagnostics and of course, the battery came up as normal and healthy. I then showed him screenshots of battery life from the past week and he didn't really care at all. He then went into Settings to check if anything was enabled that could be draining the battery, but couldn't find anything. I then also explained to him that the fingerprint sensor isn't working very well on this 5s and that it randomly won't work at all. He brushed it off and said that they can't run diagnostics on the fingerprint sensor and told me to show him it. Of course when I showed him it, it worked perfectly. He looked at me and rolled his eyes.
He then claimed that since the battery was coming up normal, there had to be a software issue that was causing the excessive battery drain, and that since the fingerprint sensor was working fine, there was no reason for me to get a replacement phone. He also said that even if he had tried to give me a replacement, he wouldn't be authorized to do it because I had already gotten a replacement already for the same issue (I knew this was a load of BS because a similar situation happened with my iPad Mini and I had to get 2 replacements before it was performing as it was supposed to, and I wasn't given any hassle about the replacements either). I, once again, reminded him that I had already done multiple restores through iTunes and on the phone itself, while also always setting the phone up as new and not syncing any content (except for contacts) back onto the phone. He continued to state that it was a software issue and that I couldn't get a replacement. I asked for a manager and she just repeated exactly what I said.
So, I left. I then called AppleCare and complained about the exact same issue to the woman that I was speaking with and guess what? She said there was an issue with some iPhone 5S's having very bad battery life for seemingly no reason and that I should have no problem getting a replacement, especially since the fingerprint sensor is faulty (which I actually was able to get video evidence of about 2 hours after visiting the Apple Store). She then assigned me a case number, apologized for the way I was treated at the Apple Store, and gave me a few options on how I could go about getting a replacement. She said to try to go back to the Apple Store, give them the case number and tell them that AppleCare told me to go back and get a replacement (I will also show them the video of the faulty fingerprint sensor), and if they refused once again, to give AppleCare a call back and they'd ship a replacement out to me within 24-48 hours. So either way, I will be getting a replacement, but instead of this being a simple swap like it was the first time, this Genius had to make it extremely difficult and annoying.
In the end, I'm pleased with Apple support, as usual, but the service that I was given by the Genius at the store is, in my opinion, completely unacceptable. Maybe he was just having a bad day, but that still really isn't an excuse to be a dick to the people that come into the store needing assistance with their device.
Anyways, I'll report back on how my second trip to the Apple Store goes. Also, sorry for the wall of text, I was kind of heated after experiencing all this (I was in the store for nearly 2 hours trying to deal with this guy) and needed to get it off my chest.
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