Original Iphone battery replacement - Bad experience in Apple retail store

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Level 1

0 points

Original Iphone battery replacement - Bad experience in Apple retail store

I am very satisfied with my first generation Iphone and was willing to replace the battery. Living in London, I went to the Apple Store on Regent Street at the Genius bar 2 weeks ago. Your sales consultant told me that the only solution was to replace the whole Iphone 1G by a new one for 155 BPDs or to buy one of the new generation. A bit disappointed, I did not do any transaction and double checked on Apple.com today. I was very surprised to be able to order the replacement of the battery ONLY for 63 BPDs.

I would like you give an answer on the discrepancy on the solutions proposed by 2 different customer touchpints with Apple. I just feel right now that your sales consultant at the retail store was not competent OR just tried to "cheat" on me. This experience is really damageable for your brand as I am very satisfied with your products, but lost confidence in your services.

PS: I am leaving this feedback in this section as I did not find any other way to contact you about this topic.

JEFF

Iphone, iPhone OS 3.1.3

Posted on Dec 12, 2010 9:44 AM

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Answer 1

wjosten

Level 10

95,321 points

Dec 12, 2010 9:46 AM in response to Jeff_London

There is no one from Apple here. If you want to tell Apple, do so here:

http://www.apple.com/feedback/iphone.html

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Answer 2

Dec 12, 2010 9:46 AM in response to Jeff_London

These are user to user forums. You are not addressing Apple by posting here.

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Answer 3

wegras

Level 6

15,305 points

Dec 12, 2010 9:47 AM in response to Jeff_London

You will not get a response from Apple here
This is a User to User forum .....no one from Apple here

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Answer 4

Dr_AL

Level 3

674 points

Dec 13, 2010 2:05 PM in response to Jeff_London

So as mentioned nobody from Apple will reply, but here is a second opinion on the two different repair costs mentioned.

Generally speaking Apple does not repair out of warranty iPhones, but replaces them with refurbished units for a set cost, which I believe is the 155 BPDs which you were quoted in person. This would replace the whole iPhone.

Apple does have an iPhone out-of-warranty battery replacement program as mentioned here:
http://www.apple.com/uk/support/iphone/service/battery/
One of the first things mentioned here is that "Your iPhone is not eligible for Battery Replacement Service if the product has been damaged, for example, as result of an accident, liquid contact, disassembly, unauthorized service or unauthorized modifications, or if the product is not operating correctly as a result of a component failure. Please review Apple's Repair Terms and Conditions for further details."
If you went in person maybe the person in the Apple Store noticed some sort of damage or a tripped liquid sensor which he/she felt would make the iPhone ineligible for the battery replacement program. Or maybe since the original iPhone's battery is soldered in place it is not eligible, I really don't know.

You could always print off the iPhone out-of-warranty battery replacement program webpage and take that in with you incase the Apple employee was not aware of the program. If your iPhone is not eligible then you could always get a better explanation as to why as well while you are there.

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