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After less than 2 months with the iPhone 5 I have problems

255 Views 6 Replies Latest reply: Mar 29, 2013 9:53 AM by paulcb RSS
DustyStorm Level 1 Level 1 (0 points)
Currently Being Moderated
Mar 29, 2013 9:45 AM

My power button is loose and is rattling every time the phone rings or vibrates, and the home button clicks and barely works when I press it. I purchased Apple Care and when I took it to the Apple Store, they wanted to give me a refurbished phone. I have had this phone less than TWO months - I do not want a refurbished replacement! it's practically brand new! I can understand swapping out with a refurbished phone when you have gotten a lot of use out of yours, but swapping out for a refurbished phone after less than 2 months seems unacceptable to me. I paid for a brand new phone - that's what I want it replaced with.

 

So I am stuck with an iPhone that's power button rattles and the home button doesn't work correctly. Nice job, Apple. Way to satisfy a loyal customer who also owns a Macbook, 5th generation iPod Touch, an iPad and an iPad Mini.

  • ChrisJ4203 Level 7 Level 7 (26,560 points)

    The warranty states that Apple may replace devices with a refurbished phone. If this is not acceptable to you, then you need to address that somewhere other than here. We are users just like you and cannot make decisions for Apple.

  • deggie Level 8 Level 8 (44,915 points)

    Within the first 30 days of purchase you can return the iPhone, get your money back, and purchase a new iPhone.

     

    After that date it is up to Apple whether they replace it with a new iPhone or a refurbished model, that is in the written warranty. No matter how little your iPhone has been used it is NOT a new iPhone. You will receive a service replacement unit that may be a refurbished iPhone or may be a new model from China, there is no way to tell.

     

    You are not stuck with that phone, use your warranty and get it replaced.

  • deggie Level 8 Level 8 (44,915 points)

    Call AppleCare and ask to be transferred to Customer Service.

     

    I have a question for you. If you were at a car dealership and they tried to sell you a car an new car price that had been used for someone for just under two months and only had a few miles, would you pay the new car price?

  • ChrisJ4203 Level 7 Level 7 (26,560 points)

    You can telephone Apple Care, or you might also choose to address the manager of the store you went to see about warranty service. However, as I said earlier, and deggie also stated to you, this is the way the Apple warranty works, which works better than most. You get a refurbished product that has been inspected and many of the parts replaced. You cannot tell the difference between one of them and a new one.

  • paulcb Level 6 Level 6 (18,690 points)

    The refurb will be indistinguishable from new and will have the balance of your warranty.  You're essentially replacing a used one that has problems with a refurb that theoretically does not.  From what I've heard, refurbs get a new battery, new glass and significant testing before they go out the door.  I wouldn't worry about it.

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