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I am shocked by Apple's customer service and close to contacting a lawyer

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bruinsrme said:
Why should apple replace the film. It didn't come witht the phone. How about apple charge the op $15 for returning a modified phone.?
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^Unhelpful, immature comment.

Everybody keeps talking about going into the Apple store and replacing. The OP said that he is about 100 miles away from the closest Apple store. That makes it a bit difficult. I would call back again. When it comes to tech support, you can talk to ten different people and get ten different answers. Call again and I bet someone will take care of the phone for you.

In terms of the screen shield, You're SOL unless you can pull it off and replace it. There is no way I would expect Apple to replace it. Anytime you spend that kind of money on a screen shield, you should get one with a lifetime guarantee, like the Invisible Shield. Replacement only costs S&H with Invisible Shield.
 
you cant play that dumb. apply some common sense. its scratch resistant, not scratch proof. are you the same person that sued mcdonalds for serving you a hot cup of coffee?
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some people are obviously here to help...

i think that you should phone up apple and be calm and not overreact when they talk to you, the calmer and happier you are (act if your mad) the calmer and happier the rep will be.

before you start explaining the problem ask them how the day/shift/week has gone be nice and they will respond!

apple have good customer support - you just have to work the system a little.

you will get it - and you will get an OEM or refurb model that is policy nothing you can do will change that. BUT the refurb models are generally better as they have been checked and tested 3 times :)

you will be fine.

the worst thing to do is to get upset on the phone to someone - they just wont help!
 
You have no basis for a lawsuit and the amount of time, energy and $$ youd throw in would be a HUGE waste.

If you bought a digital camera and also bought an extended battery - if you encounter a problem and have to send it in - you'd keep your extended battery and send in the camera with the battery that came with the unit. This is no different. Before sending or bringing in your iPhone to Apple - remove the screen protector. That IS your property. But if you send it/bring it in with the cover - Apple isnt responsible for giving you a new one.

The best thing you can do for your situation is remain calm and RATIONAL. Don't go charging into the store or call up with rage in your voice. It will get you nowhere.

Relax. Figure out your argument BEFORE dealing with the situation and discuss your problem clearly and concisely with whoever helps you. If you aren't satisfied with the results - still remain calm. Thank the person for their time and state pleasantly that you'd like to speak to someone else who might be able to assist you or who might have a little more authority.

CSRs both in store and on the phone HEAR IT ALL. And get abused constantly. They aren't going to bend over backwards for a SECOND if you're pulling a 3 year old tantrum.
 
Ive replaced iphones at the apple store several times without issue. They don't come with a box, but they have them on hand. i would just ignore apple customer support and take it into the store.
 
OP, there's no denying that you deserve a replacement phone, but the madder you get about it, the less it's going to solve.

When I was with OrangeUK for my last phone contract i had 6 phones, they all kept contracting faults (honestly through no fault of my own, software issues) and they sent out a courier to bring a new one and collect the old one. Guaranteed O2 and Apple will be different about this, but whether the store is down the street or 100 miles away, the store should be your point of contact for a replacement. If I could've gotten a replacement on the spot I would've happily driven the distance to get it.

And as many have said before, you really do need to calm down about it, what's your anger really going to solve?? If you go against the majority advice and go into the store or phone up with an attitude then why should you deserve to be given special treatment?? From working in retail, it's human nature to respond with the amount of respect you're shown, and I wouldn't like to be treated like an idiot by any customer service rep, firstly it's unprofessional and secondly you wouldn't like it if someone was showing you aggro over the phone!!

Make the appointment and get to the store, they'll swap it out on the spot for you I would assume. As far as the screen protector goes, it's only £15 or so, could be worse!

Moral = Dry your eyes, wind your neck in, and go to the store.
 
Here is what I did, via Apples own policies so don't jump down my throat. I signed up for Apple care so then Apple will overnight a replacement phone to me, then when I got that phone I sent my broken phone back. Then once all was said and done I cancelled my Applecare for a full refund. The only thing is they will put a hold on your credit card until they recieve your replacement phone.

I just did this last week and it worked perfectly. I got my replacement phone in 1 day and my credit came 3-4 days later so I got a new phone and the whole process ended up being free.
 
There's a lot of unhelpful advice here from Americans. The original poster is in the UK (I presume) so UK consumer law applies. Your contract is with whoever sold you the phone, not with the manufacturer. If you bought it from Carphone Warehouse or O2 that's who you should be dealing with.

Have a read of this page:
http://news.bbc.co.uk/1/hi/magazine/8253915.stm
 
Entertainment72 said:
Goodness.. make an online appointment ....drive to the Apple store and you will be in and out with a new iPhone in 9 minutes 32 seconds..
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+ a couple of hours travelling time (as he lives 100 miles away) + fuel/parking (or train/bus) costs = a whole lot of grief.
 
salmacis3 said:
There's a lot of unhelpful advice here from Americans. The original poster is in the UK (I presume) so UK consumer law applies. Your contract is with whoever sold you the phone, not with the manufacturer. If you bought it from Carphone Warehouse or O2 that's who you should be dealing with.[/URL]
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While I normally agree with this, the iPhone is slightly different as you have a direct point of contact for the manufacturer. The Uk Consumer laws cover items for a 'reasonable life span' or similar words, with a product life of i think it's 6 years.

If you're buying an appliance like a washing machine or a fridge, certainly it's the best plan to go to the vendor who sold you the item (as it's hardly likely that there's a 'hotpoint' or 'zanussi' store anywhere!). However the iPhone hardware and software is handled and supported by Apple, if you have a problem with the phone, O2 or CPW will tell you to go to Apple. That's the whole point of the genius bar and Applecare, so that you're dealing directly with the people who know the most about Apple products and are better placed to help you.

I understand your point, and acknowledge the UK Consumer law, but in this case the best course of action is to get to an Apple store or at least deal directly with Apple, not unhelpful advice IMO (and I live in the UK, for your previous comment)

Also, Aurial, surely the OP would rather travel and get it sorted than spend a week or more without a phone (because it would be 3-5 business days for them to sort it for him) ... small price to pay for getting it sorted straight away?
 
If you want a new phone, buy AppleCare (since it seems you care so much about it) it might be a good investment for you. After, ask them to send you a replacement. They will send you a new phone at no charge because you have AppleCare (except the hold on your cc) as long as you send yours back.
 
ss957916 said:
My six week old 3GS has suddenly died. Dead. Nothing. Apple phone support admit it's kaput and that I need a new one. But it's not that simple.

They want me to send it back to them and wait five working days for my replacement - meaning I'm without a phone for five days more than I think necessary. They refuse to send the replacement FIRST even though I've offered my card number as a guarantee. I suggested going to a store instead (even though my nearest is about 100miles away) but they said I can't do that because the replacement is a 'special replacement one' that has no box. Sounds like a refurb to me, even though the support guy denied it.

Furthermore, when I bought the 3GS (in an Apple Store), the attendent recommended I have a matte film for the front - I agreed and he put it on, charging me £14.99. When I asked if the replacement will come with a replacement film (as it shows on my receipt), the guy said no and that Apple don't recommend using protective films and that they wouldn't supply one or refund my £14.99.

I'm livid. This all just sounds wrong to me - they're just not interested in keeping me happy. And let's keep perspective - I spent hundreds of pounds on an iPhone just SIX WEEKS AGO.

Rubbish.
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Woah woah woah. Really, ignore the 'refurb' talk here. Any phone you will get from Apple as a replacement will be the same as taking a brand new one out of a new box. How the company accounts for replacements is different to selling a phone though, so they have set aside a number of sale-ready 3GS' to use as swaps outs. You won't get a new box because you already have one. The easiest and most simple thing for them to do for you is to swap out the non-working part only - the iPhone.

Ignore customer support and take it to the genius bar for a scheduled appointment (you can book an appointment online). They'll swap it for you on the spot. But! It won't be from an iPhone box that you get when you buy, it will be from a box that contains ONLY the iPhone (since that is the only part not working).

Keep us up to date on it and I wish you luck getting it swapped, but know you will not need it. Go in ready to be helped without bitching (here in the UK, people are on their high horse too often and, naturally, sales reps get pissed off - they're the guys who can help you! Make your case, but be nice). I'd recommend not even mentioning the support call to Apple customer service. Jsut act dumb and say it's broken. You'll get a new one.
 
1. The screen protector is optional and no one has to purchase it. The screen protector is an advice the Apple sales guy gave you, you were never meant to take it as Apple's own word.

2. If I put a screen on it, my phone fails, and have to change it; I know I am going to loose the screen. In which case, I buy a cheap $5 screen protector set to have 3 just in case. Not a $20 protector. Bad decision on your part. best you can do is tear it off and put it in the new one.

3. A refurb is the same as a new one, albeit refurb was passed thru a more rigorous quality test to assure it meets same-as-new standard.

4. No where in the Apple TOS does it say tat if your iPhone breaks, Apple has to give you a new one. Read well, you are entitled to a new or refurb iPhone if your original fails and Apple can't repair.

5. A lawyer for this? A bit over the dramatic side.
 
Entertainment72 said:
Goodness.. make an online appointment ....drive to the Apple store and you will be in and out with a new iPhone in 9 minutes 32 seconds..
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...more like 3 hours, 9 minutes, 32 seconds, and $50 worth of gas.

Either half the people in this thread can't read or they have the attention span of a goldfish. The OP said he lives 100 miles away from an Apple store.
 
Eso said:
...more like 3 hours, 9 minutes, 32 seconds, and $50 worth of gas.

Either half the people in this thread can't read or they have the attention span of a goldfish. The OP said he lives 100 miles away from an Apple store.
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$50 on gas would be too much. Considering you now have cars that go 25mpg on highway. Cost of gas average is around $2.50

Unless, you are talking of a still running clunker.
 
jav6454 said:
$50 on gas would be too much. Considering you now have cars that go 25mpg on highway. Cost of gas average is around $2.50

Unless, you are talking of a still running clunker.
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I would suggest you check the price of petrol in the UK. Way more than you might expect!
 
What I find funny is you say your iPhone is completely dead yet you refuse to send in your dead iPhone because then you won't have a phone.

Don't you already not have a phone right now seeing as the iPhone is dead?
 
superstrikertwo said:
What I find funny is you say your iPhone is completely dead yet you refuse to send in your dead iPhone because then you won't have a phone.

Don't you already not have a phone right now seeing as the iPhone is dead?
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Logic or Rationality has NO place here.
 
jav6454 said:
. Cost of gas average is around $2.50
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WHOA! gas is close to or over $3.00 a gallon...

OP is in UK.... it's my understanding gas is way more expensive there!

that said.... if it were me, i'd drive to the apple store.... i drive a prius and our closest store is about 2 hours away.... and that's exactly what i ended up doing then i was having connection issues, as i didn't want to be without my baby during the me send/they send process!
 
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