iPhone 8/Plus Shocking Customer Service - Apple Store White City (London)

[BugeyeSTI]

So your opinion is based on your experiences and my opinion is based on mine, but for some reason the information I was given was flawed and yours is correct. Got it.

I too have dealt with AppleCare and store employees on multiple occasions. I have bought every iPhone since the first release. I have had to replace just about every phone I have had since the iPhone 5, AND I was provided with the information I am sharing over several years by multiple employees.

I guess there must be some big conspiracy in play to hoodwink me into thinking otherwise. I agree that as time goes on and stock becomes limited, refurb'ed units could make their way into the pipeline, but so far no one at Apple has shared that information with me. Thanks for sharing your opinion.

If you want to know if your iPhone is new or remanufactured just look at the model# listed in settings/general/about. If the number starts with a M or P it is a new retail model. If it starts with a N it is a remanufactured phone by Apple. If it starts with a F it was refurbished by a carrier or 3rd party vendor..
https://m.wikihow.tech/Identify-a-Refurbished-iPhone

 

[ftaok]

Yes i explained everything to them to no avail. I use my phone for business and im losing money because whilst im sending emails sometimes the phone will freeze.

Their support is pompous and useless.

Went into their Brent Cross store today only to be told by the manager Rachel that i would need to contact the citizens advice bureau if i wanted a replacement!!!!!!!!!!!!!!!!!!!!!!!

Its only a month old!!!

What's the return policy in the UK? Couldn't you just return it for a full refund, then repurchase a new one?

 

[back2thefu1ure]

its 14 days!

 

[aristobrat]

I guess there must be some big conspiracy in play to hoodwink me into thinking otherwise.

At the store I worked at, I heard some Geniuses tell customers that all replacements were new. I don't necessarily think that was the right thing to do, but the motive to do it was to avoid getting into a potential pissing contest with a customer who doesn't care about the difference between "remanufactured" and "refurbished", nor what the terms of the warranty say. Those types of interactions typically took a good amount of time (which can throw the Genius behind for his next appointments), as well as kill the mood in the Genius Bar area for folks waiting their turn.

That's just my 2c from working P/T in a US Apple retail store for a few years (over the holidays).

 

[nburwell]

Each time that either I or my wife had to get our devices replaced at our local Apple Store (iPad, iPhone), the Genius takes the replacement device out, powers it on and lets me (in my case) inspect the replacement iPad before leaving the store. They did the same thing the numerous times my wife had to get her iPhone replaced. I had her inspect the phone for damage before walking out of the store.

I'm not saying that situations don't occur like the OP where the Genius essentially gives the customer the phone without even taking it out of the box and lets them leave the store (especially for how busy Apple Stores are). But I certainly would be contacting Apple and have them sort it out for you. Not that the OP would, but I would not bother even going back to the store they got the replacement device from.

 

[OLDGUYWITHAHIFI]

At the store I worked at, I heard some Geniuses tell customers that all replacements were new. I don't necessarily think that was the right thing to do, but the motive to do it was to avoid getting into a potential pissing contest with a customer who doesn't care about the difference between "remanufactured" and "refurbished", nor what the terms of the warranty say. Those types of interactions typically took a good amount of time (which can throw the Genius behind for his next appointments), as well as kill the mood in the Genius Bar area for folks waiting their turn.

That's just my 2c from working P/T in a US Apple retail store for a few years (over the holidays).

Well at least I know I'm not crazy. Thanks for the validation.

 

[44267547]

Either way, the OP deserves a new iPhone. As far as the rude customer support, that’s very Un-Apple-like, which they usually have surveys that are sent to the customer via email or phone, and that I would make sure I complete, which if it’s a negative survey, Apple might (And should)follow up with the OP on what happened.

 

[OBirder]

Apologies in advance but I just can't feel sorry for you here unless the genius physically removed you from the store before allowing you to inspect your $850 phone. Even then you still had every opportunity to check it out BEFORE driving the three hours.

In addition it should be added, according to the OP a scratch on the back side of the phone was found (not the display). We have not seen a description or photo of the size of the scratch.

Maybe the OP needs to escalate as recommended or its time to move on e.g. with putting a case on the phone and be happy if the phone is otherwise in perfect working condition and the display is pristine.

 

[1144557]

UK is 14 days; I think it is everywhere. https://www.apple.com/uk/legal/sales-support/sales-policies/retail_uk.html

If it is after 14 days where the customer could return the device completely, why does Apple owe the customer a brand new retail box phone? It's a used phone a month old. You get a refurbished device which is in like condition.

I had a refurb a few models ago, I think a 6 or 6S Plus, and you couldn't tell it wasn't brand spanking new. The casing and screen are all brand new; they simply reuse the internals.

3 hours later OP could have scratched it. Apple simply isn't going to take liability for that now. They could be nice and just do it, sure. But they don't have to. It's cosmetic damage.

 

[JPack]

At the store I worked at, I heard some Geniuses tell customers that all replacements were new. I don't necessarily think that was the right thing to do, but the motive to do it was to avoid getting into a potential pissing contest with a customer who doesn't care about the difference between "remanufactured" and "refurbished", nor what the terms of the warranty say. Those types of interactions typically took a good amount of time (which can throw the Genius behind for his next appointments), as well as kill the mood in the Genius Bar area for folks waiting their turn.

That's just my 2c from working P/T in a US Apple retail store for a few years (over the holidays).

Thanks for confirming.

As this thread shows, people believe what they want to believe, even though it's virtually impossible for all replacements to be new. Sometimes, ignorance is bliss.

 

[pika2000]

Hello friends,

Im pretty much done with Apple.

I bought a new iPhone 8 Plus Red 256Gb. It began freezing up around a week after i bought it. The tech took me through resetting it, restoring it etc to no avail.

Eventually they booked me in with White City Apple store.

They checked the phone and said it will be swapped. I asked if it will be refurbished and the so called genius said no it will be new. I was sceptical.

Few days later i went to pick up my phone. It was in a plain white thin box. I asked the genius again if it was new and he said it was.

I took it home (3 hour round trip). Removed it from its plastic pouch, no adhesive protection. On the back to my horror i found a scratch on the glass. I called up apple immediately and they said they cannot help goto the store. So another long trip. Spoke to a floor manager who basically refused to swap the phone. Then spoke to the store manager (Jason Nash) who was the most rudest and disrespectful individual i have come across.

He basically intimated i caused the scratch and that he 100% sure apple does not ship defective products...LOL. He then went on to state its not environmentally friendly to change the phone. UNBELIEVABLE!!!

So im left with a scratched refurbished iphone bought just over a month ago...Way to go Apple. Your greed knows no bounds...

Whenever I have a replacement device in store, the genius would open it to do a quick check and make sure it’s okay physically while we are in the store. I never had them just gave me the white box and sent me away without opening it. My experience were consistence as well, at least in Apple store US and Singapore.

Initiate Apple chat and see if they can assist you.

 

[bushman4]

Unfortunately not everyone has good judgement in Apple. But from my experience the majority do. Usually the customer comes first. Don’t judge Apple by the way you were treated by one ‘ASS’ociate

 

[laptech]

If the OP is in the UK then he/she has this right, quoted from UK consumer magazine Which?

Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later).

After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement - including electrical faulty goods.

Here is the link to the article. https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

For anyone in the UK, if your product is within 30 day purchase period and are being stonewalled by a store claiming they are unable to help, all you need to do is print out the information from the Which? article, ask to see the manager and then tell the manager that under the Consumer Rights Act they have a legal obligation to refund the faulty product in full and that if they do not, you will take the matter further.