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iPhone Died, NOT happy with "warranty"

C

Chargedvenom

macrumors newbie
Original poster
Jul 31, 2007
5
0
My iphone died the other day...The touch screen quit working. The slider to unlock would not work, 1 out of 100 tries it would work, then when I got to the main screen only the middle of the screen worked. The phone hadn't been damaged in anyway (did NOT drop it etc...)

Took it to the apple store, here's where I'm not happy...I was told it would be sent off for repair. I had the option of a "loaner" phone for a cost of $29.00...it gets better...I was told that if anything happened to the loaner phone I would be charged the full $600 for the phone. Obviously I declined. I have had Treo's for years and everytime something happened to one of them my local sprint store would replace the phone no charge. Not once was I told any of my Treo's would be sent for repair.

I think my Iphone should of just been replaced...It is a manufacture defect and I shouldn't be charged for that.
 
During the first 14 days, they'll usually swap you out with any of their products, but after that it, it gets repaired. :confused:

A section of my screen died on Sunday. I took it to the Genius Bar on Monday (who overnighted it to Apple Repair). Apple Repair got it today, fixed it, and are overnighting it back to the store. If it arrives before 11:00 AM tomorrow, that'd be a 48-hour turnaround.

Hope yours is as quick!
 
Chargedvenom said:
My iphone died the other day...The touch screen quit working. The slider to unlock would not work, 1 out of 100 tries it would work, then when I got to the main screen only the middle of the screen worked. The phone hadn't been damaged in anyway (did NOT drop it etc...)

Took it to the apple store, here's where I'm not happy...I was told it would be sent off for repair. I had the option of a "loaner" phone for a cost of $29.00...it gets better...I was told that if anything happened to the loaner phone I would be charged the full $600 for the phone. Obviously I declined. I have had Treo's for years and everytime something happened to one of them my local sprint store would replace the phone no charge. Not once was I told any of my Treo's would be sent for repair.

I think my Iphone should of just been replaced...It is a manufacture defect and I shouldn't be charged for that.
Click to expand...

Apple's return policy is lacking. I can understand the policy of if you break it you fix it but on a phone that is just over 30 days old you would think they would have thought of a better replacement procedure vs. 7 days.

I'd pay for 24 hour repair. Lets be honest 9.99 time out of 10 Apple replaces out a iPod with a refurb. So a 24 hour turn around from a Apple store isn't that hard to believe.

You drop it off.
Apple store logs it's been delivered.
Apple ships you a refurb that day to arrive the next.

Pretty straight forward. They could even have the store verify the intergity of the phone you dropped off to verify it's not been damaged.

Granted this would only work at a Apple store not sure how it would fly at a AT&T store.

Just my two cents.

:apple:Malamutt
 
aristobrat said:
During the first 14 days, they'll usually swap you out with any of their products, but after that it, it gets repaired. :confused:

A section of my screen died on Sunday. I took it to the Genius Bar on Monday (who overnighted it to Apple Repair). Apple Repair got it today, fixed it, and are overnighting it back to the store. If it arrives before 11:00 AM tomorrow, that'd be a 48-hour turnaround.

Hope yours is as quick!
Click to expand...

Check your serial number. Let us know if it's the same unit.

:apple:Malamutt
 
Chargedvenom said:
I think my Iphone should of just been replaced...It is a manufacture defect and I shouldn't be charged for that.
Click to expand...

I think after they start selling as fast and as iPods, that will be the case. :) I've gotten five replacement iPods without much issue.
 
UPDATE:

Recieved my NEW iphone today it was delivered at 9:30am. I must say even though I'm not happy with the way apple handled my dead iphone issue, I am happy with the quick turn around and they did replace my phone with a new one.
 
What do you expect bro? $29 is not much to ask to have another Iphone as a loaner. And obviously if you damage or lose that you'd be responsible for it. How would they be sure if its a manufacture defect or something that you messed up. YOu can always swap the sim card and use a previous cellphone if you have any old cells at home while they're fixing yours.
Some people are never pleased.
 
So for just the price of a regular phone I could get one that says AppleCare Service on the back? That'd be pretty special.
 
sblasl said:
Sounds like you should have stuck with the Treo.:rolleyes:
Click to expand...

Why? The OP has a valid complaint. Many providers offer this type of service. With there other products it isn't as essiental if you are without for a day or so. With that I can see how Apple isn't used to having to provide a "loaner" to a customer. Now today many people use a cell phone as their only communication device and don't have a landline. So if my iPhone breaks due to a manufacture defect I should expect NOT to have phone service or pay extra for Apple to fix my phone and continue to have service?
 
I think they handled it good.
You cant have everything for free and thats without having a service plan or warranty on it.
Then everyone would drop it or abuse it and bring it back to apple for a new one all the time.
Lets not forget it is a $600 phone and not a cheap a$$ cell :D
And a 2 day TA time is not bad at all IMO.
 
Not so with Verizon

Chargedvenom said:
My iphone died the other day...The touch screen quit working. The slider to unlock would not work, 1 out of 100 tries it would work, then when I got to the main screen only the middle of the screen worked. The phone hadn't been damaged in anyway (did NOT drop it etc...)

Took it to the apple store, here's where I'm not happy...I was told it would be sent off for repair. I had the option of a "loaner" phone for a cost of $29.00...it gets better...I was told that if anything happened to the loaner phone I would be charged the full $600 for the phone. Obviously I declined. I have had Treo's for years and everytime something happened to one of them my local sprint store would replace the phone no charge. Not once was I told any of my Treo's would be sent for repair.

I think my Iphone should of just been replaced...It is a manufacture defect and I shouldn't be charged for that.
Click to expand...

My Treo was sent for repair ... not replaced.
 
Canuck4 said:
What do you expect bro? $29 is not much to ask to have another Iphone as a loaner. And obviously if you damage or lose that you'd be responsible for it. How would they be sure if its a manufacture defect or something that you messed up. YOu can always swap the sim card and use a previous cellphone if you have any old cells at home while they're fixing yours.
Some people are never pleased.
Click to expand...
what's the point of a warranty if you have to pay to get a loaner? would you be happy if you're computer broke down and apple charged you $29 loaner fee? i'm sure you wouldn't. warranties are there to cover those costs.....apple is by far the cheapest and most greedy when it comes to stuff like that. I took my 12inch powerbook to a genius bar one time bc it was overheating and the fan wouldn't quit running. Keep in mind this is under warranty......that they can look at it, but chances are it's software that's making it like that and they would have to charge me $79 bc it's not a hardware issue. Whatever happened to getting crap taken care of for FREE when it's under warranty. Apple is the only one that tries to charge people crap when it's UNDER warranty.
 
Im not sure what happened to your PC bro.
Im talking about the Iphone. Every time before I had to send out my phone to get it fixed by ATT or then Cingular just gave me a piece of ***** cheap loaner cellphone to have for a few days till they fix mine. That was free of charge and probably used by many different customers. But when they give you a new Iphone so you're not out of youtube, safari and google maps for a few days a $29 fee is not that big of a deal. Obviously if you can afford an Iphone you can afford the 29 bucks or you can always decline and use an old phone or a free loaner by ATT :)
 
Canuck4 said:
Im not sure what happened to your PC bro.
Im talking about the Iphone. Every time before I had to send out my phone to get it fixed by ATT or then Cingular just gave me a piece of ***** cheap loaner cellphone to have for a few days till they fix mine. That was free of charge and probably used by many different customers. But when they give you a new Iphone so you're not out of youtube, safari and google maps for a few days a $29 fee is not that big of a deal. Obviously if you can afford an Iphone you can afford the 29 bucks or you can always decline and use an old phone or a free loaner by ATT :)
Click to expand...

so next time your car breaks down under warranty, maybe they will charge you $500 rental.....bc hey if you can afford a car you can afford a rental.
 
I got 3 cars, no big deal :D
But again not all dealerships would give you a free rental while fixing your car under warranty.


rmhop81 said:
so next time your car breaks down under warranty, maybe they will charge you $500 rental.....bc hey if you can afford a car you can afford a rental.
Click to expand...
 
Canuck4 said:
I got 3 cars, no big deal :D
But again not all dealerships would give you a free rental while fixing your car under warranty.
Click to expand...

then you're going to the wrong dealerships. plus you're being too damn technical. be it your computer, ur car, or WHATEVER item you want to be too technical about....enjoy paying a fee to have a loaner when it's under warranty. and just remember.....that one time on macrumors when you said $29 is just no biggie!
 
Maybe you're right about the dealerships. Most of them suck anyway when it comes to fixing anything under waranty.
I dont think anyone enjoys paying a fee for a loaner but its understanable. Not everyone would cry and moan over having to live for 48 hours without their Iphone or having to pay the price of $29 for an Iphone loaner.
I think Apple is handling issues like that fine, not everything in life is free ;)

rmhop81 said:
then you're going to the wrong dealerships. plus you're being too damn technical. be it your computer, ur car, or WHATEVER item you want to be too technical about....enjoy paying a fee to have a loaner when it's under warranty. and just remember.....that one time on macrumors when you said $29 is just no biggie!
Click to expand...
 
I sent Maxtor a 250GB disk under warranty and had to pay shipping/insurance one way. No loaner was offered.

I sent in a Nikon D200 for warranty repair. I had to pay shipping/insurance one way. No loaner was offered.

On July 27th I took my iPhone to the SoHo Apple Store where I had bought it on June 29th and they gave me a free loaner and will ship my repaired or replaced phone at no cost to me.

Go figure.
 
rmhop81 said:
then you're going to the wrong dealerships. plus you're being too damn technical. be it your computer, ur car, or WHATEVER item you want to be too technical about....enjoy paying a fee to have a loaner when it's under warranty. and just remember.....that one time on macrumors when you said $29 is just no biggie!
Click to expand...

Regardless of who does what and who the wrong companies or dealerships are, let them know you think it is crap.

You better believe if they said, $29 for a loaner I would say, "how about no." I don't take crap from companies. Which is what the OP did with the iPhone. I would have asked for a new iPhone, a free temp, or give me a full refund. If they said no. It is off to the BBB. If you let them stamp on your consumer rights guess what, they are going to keep doing it. That dealership that gives free rentals, sees another getting away with not doing it, I bet they would jump ship.

Don't go whining about what companies are greedy, slap them in the face and say "Give me what I want." Don't just walk away and say what a crap company they are. If you let them do it, they will and what you did was fuel for the fire. Just my... meh no sense really :p
 
Not good news for the consumer

The real concern is that the iPhone died, so soon after he bought it and was not replaced immediately, the way defective iPhones were in the beginning.

That might mean that Apple is either low on phones (because so many have been returned and replaced) or they're at the point where they can no longer afford to swap every iPhone out that has a problem.

According to the London Times:

Apple has scaled down its plans for iPhone production, according to Wall Street analysts. The news led to a sharp sell-off in the company’s shares overnight on mounting concerns that the device will fail to live up to the hype surrounding it.

"David C Bailey, the Goldman Sachs analyst, said in a note: “Our supply chain checks suggest that Apple has pulled down its build plan for iPhone.”"


http://business.timesonline.co.uk/tol/business/industry_sectors/media/article2180923.ece

While there is no way of knoing how accurate the article is, it probably doesn't bode well for consumers who are having problems with their phones. From now on Apple will probably repair rather than replace.

If the fixes work, that's cool (better than having to constantly replace) but it sounds like people will have to shell out $29.00 for a loaner.
 
Madame Defarge said:
The real concern is that the iPhone died, so soon after he bought it and was not replaced immediately, the way defective iPhones were in the beginning.

That might mean that Apple is either low on phones (because so many have been returned and replaced) or they're at the point where they can no longer afford to swap every iPhone out that has a problem.

According to the London Times:

Apple has scaled down its plans for iPhone production, according to Wall Street analysts. The news led to a sharp sell-off in the company’s shares overnight on mounting concerns that the device will fail to live up to the hype surrounding it.

"David C Bailey, the Goldman Sachs analyst, said in a note: “Our supply chain checks suggest that Apple has pulled down its build plan for iPhone.”"


http://business.timesonline.co.uk/tol/business/industry_sectors/media/article2180923.ece

While there is no way of knoing how accurate the article is, it probably doesn't bode well for consumers who are having problems with their phones. From now on Apple will probably repair rather than replace.

If the fixes work, that's cool (better than having to constantly replace) but it sounds like people will have to shell out $29.00 for a loaner.
Click to expand...


False. No scaleback took place. It was some wall-street chatter that got blown out of porportion.
 
Madame Defarge said:
The real concern is that the iPhone died, so soon after he bought it and was not replaced immediately, the way defective iPhones were in the beginning.

That might mean that Apple is either low on phones (because so many have been returned and replaced) or they're at the point where they can no longer afford to swap every iPhone out that has a problem.

According to the London Times:

Apple has scaled down its plans for iPhone production, according to Wall Street analysts. The news led to a sharp sell-off in the company’s shares overnight on mounting concerns that the device will fail to live up to the hype surrounding it.

"David C Bailey, the Goldman Sachs analyst, said in a note: “Our supply chain checks suggest that Apple has pulled down its build plan for iPhone.”"


http://business.timesonline.co.uk/tol/business/industry_sectors/media/article2180923.ece

While there is no way of knoing how accurate the article is, it probably doesn't bode well for consumers who are having problems with their phones. From now on Apple will probably repair rather than replace.

If the fixes work, that's cool (better than having to constantly replace) but it sounds like people will have to shell out $29.00 for a loaner.
Click to expand...

1) The OP didn't say when the phone was purchased. In the beginning of course, all the phones were very recently purchased.

2) Apple did replace the OP's phone with a new one.

3) the report you cite is misleading (try to find the analyst referenced) and has been refuted by suppliers
 
All you have to say...

"I don't believe that I should be charged for a defect in your product, a loaner fee is a major inconvenience...the product should work as advertised and if not its now YOUR responsibility to fix it."

This is exactly what I and many others on the forum did after the 14 day window. They waved the fee no questions asked. You can't just be passive and take it sitting down. It may be their policy but it doesn't mean that they won't help out a consumer and make exceptions.
 
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