Apple/ Apple authorized service provider refuses to fix my iPhone

Question

Level 1

8 points

Apple/ Apple authorized service provider refuses to fix my iPhone

Hi guys,

I really hope someone can help me with my issue.

I bought a brand new iPhone XS MAX from someone who upgraded his device (He had an issue with his iPhone XS MAX so he received a brand new replacement from Apple/ the same authorized service provider).

I know it was brand new because I'm the one who activated it and he also showed me proof that it was indeed replaced by the Apple authorized service provider (I don't live in the US and we don't have Apple stores unfortunately).

After about 6 month of perfectly functioning device, I had some issues with charging it with a cable and some weird restarts.

Lucky me, I had about 1 month of warranty left on my iPhone, so I went to the same Apple authorized service provider to get it fixed.

about 2 weeks ago, I get a call from the Apple authorized service provider and they tell me they can't verify/authenticate the serial number on the motherboard and it doesn't belong to the device by it's serial number.

Obviously I was shocked, because the device was never opened and never tempered with and looked brand new, as I always use my devices with screen/back tempered glass protectors and very protective cases.

I tried to contact Apple support and explain the situation and a senior advisor (Israa) did ask the Apple authorized service provider to check again, but I got the same answer and was rejected to get any service for the device.

I spoke with the advisor again, tried to beg and explained her again, that I did not replace or exchange any motherboard or other parts and maybe it was a rare mistake of not properly registering the motherboards serial number under the device's serial number while assembling the device in their factories.

I asked the advisor to ask the Apple authorized service provider to send the device directly to Apple for a thorough investigation (hoping the service provider did not damage or alter anything in the device by themselves), but the advisor stopped responding.

Sorry the long post, but we live in difficult times and losing hundreds of dollars is very depressing.

Thank you,

Edward.

iPhone XS Max

Posted on Oct 5, 2020 3:46 AM

Reply

Answer 1

Oct 20, 2020 6:23 AM in response to rectangle007

You probably can't. But whoever you bought the phone from may be able to. You didn't buy a phone from Apple. You bought a phone from an individual.

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Answer 2

Oct 20, 2020 4:51 AM in response to rectangle007

The issue I see is you say you bought a brand new phone from someone, NOT from Apple or an Apple Authorized reseller. You say you know it was new because you activated it. That does not prove a phone is new. I can take my iPhone 11 Pro Max right now, wipe it clean, hand it to someone and it will open exactly as any new phone would open, which is to the Hello Page and they would set it up and activate it like a new phone.

So, you really don't know exactly what you bought, because you bought it from someone, not Apple. Other than that we are all just users on this user to user only forum and there's nothing we can do to help you with this. You'll need to continue speaking with Apple for help directly.

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Answer 3

LD150

Level 10

103,320 points

Oct 20, 2020 7:46 AM in response to rectangle007

You have never said when the original was purchased and anyway you didn't purchase it yourself.

Sue the guy you bought it from for misrepresentation of goods.

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Answer 4

ammarek

Level 1

25 points

Oct 20, 2020 6:10 AM in response to rectangle007

I agree with others on this issue about the warranty. I have been told before by apple that the warranty of a replaced or swapped device resumes the original purchased device's warranty. In case the repalce/swapped device was done out of warranty repairs then that repair gets a 90day limited warranty.

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Answer 5

Oct 20, 2020 6:45 AM in response to rectangle007

I understand better, thanks. Still, we are all just users on this user to user only forum. You'll need to either continue dealing with Apple directly, perhaps elevating this along the way, or get assistance from whoever sold you the phone in the beginning.

There is nothing we can honestly do for you here.

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Answer 6

rectangle007 Author

Level 1

8 points

Oct 20, 2020 4:45 AM in response to LD150

Not sure if you were trying to be funny about it.

Why buying a new and not activated iPhone is a red flag?

I've been an iPhone user (so is my family) for a very long time, and you are suggesting to move to android?

Thanks but not thanks.

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Answer 7

ammarek

Level 1

25 points

Oct 20, 2020 4:49 AM in response to LD150

I understand that in retrospect all of us who have problems with our apple devices shouldn't have bought those specfic devices in the first place.

But the issue here is about apple not acknowledging the problems and giving us a runaround - not expected of a company known world wide for their durability and customer satisfaction.

Also maybe your ill informed about the fact that apple doesn't have apple stores in most parts of the world, but that doesn't stop them from selling their product in those countries. They rely on so called authorized service/repair centers to fill the gap. That's not a end user issue but an apple global reach issue.

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Answer 8

rectangle007 Author

Level 1

8 points

Oct 20, 2020 5:05 AM in response to lobsterghost1

Thank you for your response.

Maybe I was not clear enough,

I'm talking of the initial activation any Apple device for the first time, when your initial coverage details on Apple's website shows it was not activated/registered.

After this initial activation, you see the coverage your device has and no matter what you do, it will stay the sam on Apple's website.

Thanks

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Answer 9

rectangle007 Author

Level 1

8 points

Oct 20, 2020 5:14 AM in response to QuickTimeKirk

The warranty of iPhones starts the first time you activate them.

If you buy an iPhone and it sits in your drawer for 2 months and only then you activate if for the first time,

your warranty starts at this moment, and not the moment you bought it.

*Warranty of a replaced iPhone - although shows not activated at first, after the first activation the coverage status is updated to the status of the old iPhone. You don't get another year, but the remainder of the original iPhone.

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Answer 10

rectangle007 Author

Level 1

8 points

Oct 20, 2020 6:21 AM in response to lobsterghost1

I already mentioned in the first post the the iPhone was still under warranty. Apple said it and the Apple authorized service center said it, but that is no the issue I asked about, so I'm not sure why you guys keep telling me it's not under warranty.

I don't understand the stubbornness.

I'll present the issue differently.

Let's say I bought a brand new Apple device at Apple store.

2 months later, I have a problem with the iPhone and I go to an Apple store or an Apple authorized service center,

and they tell me that there is a part inside the device that is not registered under the device's serial number.

How can an insignificant customer, such as myself, prove that the device was not tempered with, and nothing was replaced?

Thanks again for all the replies.

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Answer 11

rectangle007 Author

Level 1

8 points

Oct 20, 2020 6:24 AM in response to ammarek

I know it and I already mentioned it.

"Warranty of a replaced iPhone - although shows not activated at first, after the first activation the coverage status is updated to the status of the old iPhone. You don't get another year, but the remainder of the original iPhone."

but thanks for mentioning it again.

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Answer 12

rectangle007 Author

Level 1

8 points

Oct 20, 2020 6:38 AM in response to lobsterghost1

As I said, when I bought it, it was sealed in the replacement box Apple provides for replacements.

When I opened it the factory sticker was on it and it was not activated. It was brand new.

It was working perfectly fine for many months, including face id.

But that's not what matters anymore, that's why I presented a different scenario.

I hoped I would find here some information about their internal investigation process and if there is an option to request an investigation and validation of the device and it's internal parts.

Thanks

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