contact Apple regarding manufacturer defects

Question

contact Apple regarding manufacturer defects

How does one contact Apple regarding suspected build defects in their products?

I purchased an iPhone 4 and towards the end of it's first year a yellow blemish appeared in the display and the unit was replaced under warranty. That replacement is now approximately 8 months old and again a large yellow blemish has appeared on the display.

Now the replacement is only 8 months old but because this was a warranty replacement then it it not covered under warraty. However, the unit is still relatively young and one does not expect a device less than twelve months old to demostrate such defects. Is this poor quality build? Two devices with exactly the same defect each withing twelve months!

I am a big Apple fan (purchased 3G, 2x3GS, iPhone 4, 3xiPhone 4S, two mac minis, Apple TV2, Macbook, Macbook Air) but find such build defects a major disappointment in what one would expect.

The first unit was taken to our local Genius bar and they could find no reason for the defect and replaced under warranty.

The second unit was again taken to the Genius bar and again they could find no obvious reason (heat/water etc.) for the damage.

How does one contact Apple to express extreme disappointment and concern on such defects? I would be interested to hear comments and perhaps similar expriences from others that iPhone 4 devices that display similar defects.

iPhone 4, iOS 5.1

Posted on Apr 7, 2012 6:08 AM

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Answer 1

Apr 7, 2012 6:33 AM in response to graemefromcambridge

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

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Answer 2

Apr 7, 2012 7:11 AM in response to Julian Wright

Thanks Julian, I have submitted the form at the link provided. Let's see what response (if any) I receive.

Graeme

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Answer 3

May 16, 2012 6:15 AM in response to graemefromcambridge

I'm afraid zero response to the feedback....

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Answer 4

varjak paw

Level 10

182,686 points

May 16, 2012 6:19 AM in response to graemefromcambridge

As it says on the feedback page, you will almost certainly never receive a response to feedback you submit. That's not what the feedback pages are for.

If you wish to discuss your specific problem, call Apple customer relations (call the support line and ask to speak with a CR representative). Though it's unlikely that they'll be able to do anything for since your current iPhone is so far beyond both the original warranty and the warranty of the replacement unit, but you can talk it over.

Regards.

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Answer 5

May 16, 2012 6:33 AM in response to varjak paw

Thanks varjak, I've also tried that route with no success. In fact the replacement unit is still less than one year old and we have been trying for over a month in trying to get a satisfactory discussion in place before the unit becomes 1 year old.

When I say with no success, I mean the standard feedback is that as it was a replacement unit under warranty then there is nothing in the Apple processes they can do... my response is that it is the same fault on two seperate units of the same model... this has a taste of a product defect in which case warranty is not the legal issue here but merchantable quality products for sale.

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Answer 6

varjak paw

Level 10

182,686 points

May 16, 2012 6:35 AM in response to graemefromcambridge

The warranty on a replacement unit is the remainder of the warranty of the original iPhone or 90 days from the date of replacement, whichever is longer. You do not get a new one-year warranty when an iPhone is replaced. Since your replacment unit is almost 8 months old now, it is long out of any warranty. So again, I don't think Apple will do anything for you other than to replace your iPhone for their standard out-of-warranty replacement fee.

Regards.

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