Bad Warranty Policy, Shipping Fee

Question

Level 1

8 points

Bad Warranty Policy, Shipping Fee

I bought a brand new iphone 4s. The volume up button does not work. So much for Six Sigma. They will ship me a another new phone if I agree to put a credit card hold on the cost of it until they get my new phone back. I have no problem with the credit card hold, but they will only do this if I pay a $29 shipping fee. This is a matter of principal. I bought a brand new phone from Apple and it does not work properly. Is this my fault? I don't live near an Apple store and they won't sell me Apple Care in Florida. That shouldn't matter. You have lost a disciple. Good companies stand behind their products.

iPhone 4S, iOS 5.0.1

Posted on Dec 12, 2011 7:21 AM

Reply

Answer 1

Top-ranking reply

iPhone_Warrior

Level 3

671 points

Dec 12, 2011 11:35 AM in response to rasals

The $29 fee is only if you want them to ship out an advance replacement unit 1st. So Apple would send you a new phone and then you ship yours back. If you go with the option to have them send you a repair box, then you ship your phone to Apple for evaluation, then Apple ships your phone back. It takes about 3-5 business days if you opt for the latter.

That said. As it's only a week old, I would call back and ask for Customer Relations who might be able to waive the fee for you.

Good Luck.

Reply

Answer 2

Dec 12, 2011 11:34 AM in response to rasals

From the Express Replacement TOS:

If you want to minimize the amount of time without an iPhone when seeking service under Apple’swarranty, Apple can mail you an express replacement iPhone for a fee when you arrange service.This fee is waived for AppleCare Protection Plan for iPhone customers. This service is additional tothe service options available at no charge under Apple’s warranty and does not otherwise affect yourstatutory rights.

Which I found here:

http://images.apple.com/legal/terms/docs/iphone_ars_na_en.pdf

Bolding is mine

Reply

Answer 3

Dec 12, 2011 9:07 AM in response to Macaby

Because of some goofy laws in Florida AppleCare can't be sold over the phone (I know from experience). But it can be purchased in store or online at the apple store online.

As for the warranty issue, if you read it, it clearly states it's policies. I've copied the following directly from the warranty:

WARRANTY SERVICE OPTIONS
Apple will provide warranty service through one or more of the following options:

ℹ Carry-in service. You may return your Apple Product to an Apple Retail orAASP location offering carry-in service. Service will be performed at the location,or Apple Retail or an AASP may send your Apple Product to an Apple RepairService (“ARS”) location to be serviced. Once you are notified that service iscomplete, you will promptly retrieve the Apple Product from the Apple Retail orAASP location, or the Apple Product will be sent directly to your location fromthe ARS location.

(ii) Mail-in service. If Apple determines that your Apple Product is eligible formail-in service, Apple will send you prepaid waybills and if applicable, packagingmaterial, so that you may ship your Apple Product to an ARS or AASP location inaccordance with Apple’s instructions. Once service is complete, the ARS or AASPlocation will return the Apple Product to you. Apple will pay for shipping to andfrom your location if all instructions are followed.

(iii) Do-it-yourself (DIY) parts service. DIY parts service allows you to serviceyour own Apple Product. If DIY parts service is available in the circumstances,the following process will apply.

Reply

Answer 4

rasals Author

Level 1

8 points

Dec 12, 2011 1:12 PM in response to iPhone_Warrior

Thanks, I will probably call customer relations after I get off my soap box and cool down. If they had charged me $29 more for the phone, I would have paid it. I love Apple products evidenced by the large volumes of cash I continually contribute to their bottom line. However, this is a bad policy. An excellent company should be ashamed when customers have to fight to be treated right. People need their phones every day. If it is defective upon arrival, they should make arrangements to replace it without interruption of service. I would like to think this is rare and would not be that expensive to handle right. If it is too expensive to stand behind your product as shipped, they have a bigger problem. Thanks all. NRN

Reply

Answer 5

Macaby

Level 3

923 points

Dec 12, 2011 8:49 AM in response to rasals

rasals wrote:

I don't live near an Apple store and they won't sell me Apple Care in Florida.

Who won't sell you Apple Care? You can buy it on Amazon.com and save a few bucks in the process.

Reply

Answer 6

rasals Author

Level 1

8 points

Dec 12, 2011 10:19 AM in response to AurynSharay

Thanks for the info re phone order vs online, my service rep did not relay that. I may give it a try online. Not sure yet, still upset about my volume button and not willing to pay $29 to fix my brand new phone. I'm not sure I want two years of the same coverage they are giving me just days after I bought this thing.

Interesting, in the warranty clip you sent it says "Apple will pay for shipping..." which is directly opposite what the service rep told me. However, I think the option I was offered is not listed in your clip. The mail in option you clipped (ii) does not contemplate them sending me a new phone first. I am assuming most are like me and can not live without their phone for 10 days.

Reply