Newly Bought iPhone 12 with Defect within the Rear (Back) Glass

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Level 1

9 points

Newly Bought iPhone 12 with Defect within the Rear (Back) Glass

Dear Apple Community,

I recently bought (6 days ago) a new iPhone 12 (White color) from an official Apple store in Shenzhen (China) for my girlfriend's birthday. I bought it with the Apple Care+ package, and when we got back home, we started unpacking & using the phone. However we later noticed that there's been one small (but visible) defect within/inside the rear (back) glass, kind of like a silver scratch or dot (you can't feel anything when you touch it). I wanted to know if the Apple Store would challenge me if I return the phone and ask for a new one? (its a bit far from where I live so I don't want to go there for nothing...).

My girlfriend doesn't really mind, but its been bugging me as this is a brand new phone that I would her to keep for a few years at least, and it shouldn't be like this (we've been using Apple products for many years, starting from the very first iPhone). I was kind of disappointed in their quality control to be honest.

Another question, if they do agree to return the device, would I get a brand new device? I heard from some friends that they would instead give a refurbishment device as replacement. Or should I go with the iPhone Pro just for the peace of mind?

Look forward to hearing from you all. Many thanks !

Posted on Dec 3, 2020 8:43 PM

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Answer 1

Top-ranking reply

Johnathan Burger

Level 9

70,867 points

Dec 3, 2020 9:24 PM in response to FenrirSZ

If you bought it from Apple, you have 14 days to return the phone.

You use the refunded money to buy a new phone.

If you go through warranty service and get a replacement, you get a service unit. The service unit may be a new device, it may be a refurbished device. There is no way to tell.

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Answer 2

FenrirSZ Author

Level 1

9 points

Jan 6, 2021 10:46 PM in response to miodrag16

Hello. I bought it from an official Apple store so it was within the 14 days return policy. We've exchange it for another phone, and we are very happy since then. Very impressive efficiency of the customer service, everything was done well & fast. We are satisfied with our purchase now.

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Answer 3

Jan 6, 2021 1:16 PM in response to FenrirSZ

Hello, I have exactly identical problem with iPhone 12 mini out of the box brand new with a dot or scratch (silver color) under the glass but in line with right side of frame (between volume up and down buttons) it is also reflecting in day light and produces efect like the glass on that side is scratched in line of lets say 2-3 cm. What they told you at the apple store ?

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