Cracked Screen after 3 weeks

Question

Cracked Screen after 3 weeks

Hello everyone I just wanted to share a great experience I had with the Apple Store today:

Yesterday I dropped my iPhone 4 WHILE IN THE OTTERBOX CASE that I bought 3 weeks ago, same day I bought the iPhone from at&t. Well I picked it up and the screen was shattered. The crack started at the top of the phone, near the earpiece, which is underneath the otterbox case. I couldn't believe it, I thought the otterbox would protect it from a drop of about only 2 feet.

Anyway, I started panicking because I will have to settle for a possibly refurbished iPhone after less then a month. I decided to go an apple store to see what alternative I have. After explaining the situation to the apple store employee, he said he couldn't believe it broke while in the otterbox, and because it did, he actually replaced THE WHOLE iPhone....FOR FREE!

I could not believe it, I am SO grateful. He suggested I write a letter to otterbox, which I have, and see what they say. I just got the bill in my email and sure enough it says $199.99 but amount due is $0.00.

Anyway I thought I'd share a bit of great and generous customer service. I will be returning to the store with an envelope that will have a $50 bill in it for the guy who helped me, is that okay to do?? lol

Posted on Mar 15, 2011 3:56 PM

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Answer 1

sn4p2k

Level 4

1,228 points

Mar 15, 2011 3:58 PM in response to matchboxconfessional

I dont think the guys at the apple store can accept tips.. However I am happy everything worked out for you..

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Answer 2

Mar 15, 2011 4:04 PM in response to sn4p2k

Well thats why I didn't give him anything today, I was gonna stop by tomorrow and just give him an envelope. Unless he opens it in front of his boss, he should be fine, yes? lol

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Answer 3

sn4p2k

Level 4

1,228 points

Mar 15, 2011 4:13 PM in response to matchboxconfessional

depends on if hes a shady person or not haha he may lose his job for accepting a tip in certain circumstances.

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Answer 4

Tamara

Level 6

13,744 points

Mar 15, 2011 5:09 PM in response to matchboxconfessional

That's a bad idea if you want the guy to lose his job. A good word to his manager would be more appropriate.

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Answer 5

Kwopau

Level 4

1,748 points

Mar 15, 2011 5:11 PM in response to matchboxconfessional

Good to hear that you got it fixed. It's been known for a while now that Apple replaces a broken iphone without any cost, as some of the users have reported that they didn't get charged for it. Of course it doesn't happen to everyone but it is done by case by case. There are some genius who are willing to make their customers happy, and there are others that just to their job. You just got lucky that you got yours replaced. Well hopefully lesson learned. Just because it's in a rugged or not so rugged case doesn't mean that it will protect it. But something like 2 feet seems awkward for the screen to crack while it's inside the otterbox case. Just be careful, as if it happens again, Apple will replace it but with a fee. 😉

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Answer 6

Mar 15, 2011 5:24 PM in response to matchboxconfessional

Apple have proved to most of us their excellent customer service, but they do seem to have this little bit extra that they don't need to do. I have heard about it before, replacing things that really shouldn't be covered by the warranty as a one off nice gesture!

And who can argue with that, loyalty base is built on many things!

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Answer 7

Mar 15, 2011 5:59 PM in response to matchboxconfessional

http://discussions.apple.com/thread.jspa?messageID=13228228&#13228228

can you give me some of your magic please? 😀

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Answer 8

shahsftw

Level 1

0 points

Apr 10, 2011 8:13 PM in response to matchboxconfessional

Where did you buy the Otterbox case from? Also, did you have to buy the Otterbox case from Apple Store for the iPhone 4 to be replaced without charge?

Please reply fast

Thanks for everything

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Answer 9

deggie

Level 10

167,525 points

Apr 10, 2011 8:19 PM in response to shahsftw

The OPs first post makes it appear they bought the Otterbox from the AT&T store where they bought the iPhone. But what difference does it make, the Otterbox case has nothing to do with Apple.

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Answer 10

Sep 2, 2012 5:04 PM in response to matchboxconfessional

i have an ipod touch that was only 2 months old. i was heart broken (still m) when my screen had shattered while in the otterbox case. did you contact Otterbox the employee at apple suggested? if so what happened?

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Answer 11

deggie

Level 10

167,525 points

Sep 2, 2012 6:01 PM in response to ibrittani

That post was 17 months ago and the OP has not posted since then. And reread their post, the employee at Apple never suggested contacting Otterbox.

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