Currently Being ModeratedOct 20, 2012 5:21 AM (in response to Matthew Pendergraff)
So today I got back from my road trip to the New Orleans Apple Store 350 miles away.
Worst customer service experience I've ever had in my life.
Turns out they gave me a non-Sprint iPhone 5 and I talked with Apple/Sprint on a 3 way call for 2 hours.
I tried getting a refund from Sprint and they said I'm past my 14 day grace period. No refund will be given. I AM STUCK WITH THIS BROKEN PHONE AND I DROVE 350 MILES TO NEW ORLEANS FOR NO REASON.
I hate you Apple. I hate you so much. As soon as my contract is up, I'm chucking this phone in a river.
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Currently Being ModeratedOct 19, 2012 4:15 PM (in response to austiiinnnn)
Hello, Did You buy it with a Credit Card? If Yes call Their Customer Service and Open a Dispute with Apple, Your Credit Card Company will walk You through it plus Apple is Offering 30 days return so Sprint should match that, tell Your Credit Card People Apple is offering 30 days and Sprint 14 days buy You haver been seeking a resolve for weeks. Best & GOOD LUCK. Stu
Currently Being ModeratedOct 19, 2012 4:17 PM (in response to austiiinnnn)
That is absolutely unacceptable. Sounds like something someone would lose their job over. Definitely file a dispute with apple.
Currently Being ModeratedOct 19, 2012 4:19 PM (in response to getstu)
I did not buy it with a credit card sadly. This is why I can't do the "express method" on refurbished phones because they require a $850 credit hold. I don't even have a credit card.
Sprint is refusing to give me a refund. They said 2 things. One, you're beyond your 14 day grace period and there's no going back on your contract. Two, even if you were under 14 days, you can't get a refund on a damaged phone (as if I damaged it?!?!).
I'll be calling Apple again tomorrow about processing a full refund and cancelling my Sprint contract because I heard him mention something similar to that on the phone.
I'm 100% done with this and done with Apple. RIP Steve jobs.
Currently Being ModeratedOct 19, 2012 4:32 PM (in response to austiiinnnn)
I know how you feel...
Exasperating isn't it.
I am on my seventh iPhone 5.
I was treated awfully in store and then went through AppleCare and then back through store.
So have had two service parts, two brand new phones and then another service part!
The last one got scratched in store when the genius took the paint off installing the SIM card. Thought he had done this without me seeing! I just stared and shook my head so out came another one! One tiny speck which looks like a speck of dust so a sharpie has remedied this!
Not the ideal solution but am drained by the whole thing!
I am now trying to arrange some kind of compensation as promised!,,, due to all of the upheaval and the 21 hours spent on the phone.
I was told the marks don't show as bad on the white phone so I said I will have one of those then. No was the abrupt response given.
One more thing..... The service parts used to be kept at the Genius Bar in big drawers. They are now kept out he back and brought out one by one! Interesting as I raised the concern over the number of service parts a week ago so it is either a coincidence or these message boards are being monitored...
Currently Being ModeratedOct 19, 2012 7:24 PM (in response to Matthew Pendergraff)
I just cannot believe they would release a phone that has these issues. I wish apple would release a statement as to how they will remedy this problem. I've swapped out 4 phones at this point, and i'm beginning to believe that I'm fighting a losing battle here. I understand that there are teething problems but for apple to completely disregard this issue is dumb founding to me. Every employee or genius I've spoken to says this is the first time they have seen this issue.The worst part about this is that I don't want to swap the phone out for a samsung, nokia or htc. Apple needs to make this right. Maybe I need to wait for the next batch of phones.
Currently Being ModeratedOct 19, 2012 7:44 PM (in response to GambitRSA)
Hang in there and don't loose faith. It can be extremely frustrating and most of us have gone through more than one exchange. Some so many that it's difficult to believe.
Nonetheless, we end up finding a phone that meets our own standards. Here are thoughts that I noticed during my experience:
1. After being affected personally with this a defective phone and reading daily about others having the same experience, I became extremely sensitive about defects. I began looking for and noticing imperfections that would never have hit my radar had I not been so in tuned with this problem. Each of us have difference levels of standards, so go with yours. For me it helped to take a step back and do a reality check. I soon caught myself that I was overly sensitive. I'm not saying by any means to accept a defective phone, but just that nothing is perfect. If you look for defects, you will always find them. I think some on this board have caught this "bug" as I had. It's understandable. So, just remember to don't loose your mind over the little stuff.
2. While we would all like to hear Apple go public on this, IMO it will never happen. It can't. Doing so would result in a forced recall and damage the image of the iPhone and Apple. As it is now, the only damage is among a few people that are really affected by this. Boards like this help us vent. If Apple were to come out publically, this would give a license to every dishonest customer to demand refunds and compensations. Especially with the phone being sensitive to scratches, there would be no way for Apple to determine which were defects and which were caused after by consumers. So, Apple can't and will not address this publically.
3. Rather than addressing this publically, I believe Apple is doing what they should and makes the most impact to us. From the news it appears they are addressing production issues at the source in China. Hopefully these efforts will have better quality levels which will soon be noticed by consumers. So hopefully the guys on here opening up tons of boxes won't have to do that soon.
4. As far as customer service goes, unfortuantely mileage will vary. My experience was nothing short of excellent. Both via phone and in store. But I have read horror experiences by others. All I would say to this is that you should find the right people at Apple to help you. If you get a sassy attitude, don't accept that and escallate to speak to a manager. If the Manager is not helpful, call in to Apple HQ and report the experience. There are people that are aware of this and are helping, so don't loose faith. Just find reach out to Apple and find an advocate. I'd recommend calling in for this.
While I can't say if the production quality will get better, I would find it difficult to believe that it won't knowing that Apple is addressing the issues with Foxconn.
Keep the faith and good luck in your exchange.
Currently Being ModeratedOct 19, 2012 8:36 PM (in response to kyleinhawaii)
What an experience today...
Went to Yorkdale mall to purchase a black iPhone 5. Got one finally. Took it home and noticed the bezel had minor scuffs. I was willing to accept it. I closely inspected it in the light and noticed a small swirl on the front glass. I have had a few devices with these swirls already. The guy swapped it out for another device and it too had imperfections on the glass. He told me that I should just accept it as it is hand crafted. I laughed and told him that Apple states on the website and in the keynote that this is the BEST smartphone ever. Best fit and finish on any smartphone ever made and until I find it, I won't accept it. Took the second unit home to further inspect it and saw three more swirls/scratches on the display. This one is going back first thing in the morning and I will continue to find the perfect iPhone that Apple says they have. Ps I haven't found it yet! So disappointing and it seems the customer service at Apple store is also going downhill. Sooner than later people are going to get really fed up and not purchase iPhones in the future!
Currently Being ModeratedOct 19, 2012 9:14 PM (in response to mritacca)
Lots of credit to you for putting up with all of this. You must really love Apple and the iPhone for going through all this. I'm a loyal customer as well, but I thought I had it bad by going through 3 exchanges.
Apple's lucky to have loyal customers like those on this forum. Keep the faith and good luck!
Currently Being ModeratedOct 19, 2012 9:35 PM (in response to Matthew Pendergraff)
It's really unfortunate that so many people are experiencing these issues with cosmetic defects right out of the box. I placed my order for the black iPhone 5 (16GB) with VZW on October 7th, and still don't have it. I'm hoping I can avoid this particular problem when mine arrives. I have little doubt that Apple will make this right in the future. A couple years ago I had a problem with the display on my then 3 year old iMac. After further research online I discovered that my model number fell within range for a recall Apple had issued for the exact same problem I was experiencing (multi-colored lines running vertically through the display). I made an appoint with the Genius Bar at my local Apple Store (Braintree, MA) and was told that it would cost $500 to fix the issue as the recall period where Apple would fix the problem free of charge had expired. I declined, went home to do more research online, and then called back to speak with a manager (Ben), and explained that I had proof my unit fell within the make and model number for the recall, and that I felt I shouldn't be required to pay to fix an issue Apple was already aware of and had previously issued a recall on. He agreed, told me to bring it in the following day, and a few days later I picked it up repaired free of charge. It was a great experience. The bottom line is you just have to be persistent. That's the key. Nothing is achieved unless you fight for it. Should all of you have to fight for something as seemingly simple as getting the brand new phones you paid for delivered to us in flawless condition? Probably not. But still, you have to fight nonetheless. Don't accept something that is chipped or scuffed up. That's allowing the manufacturer to get away with it and letting them know it's okay to ignore the minor details. It's not. I've seen a lot of people here say that if Steve Jobs were still alive this wouldn't be happening, but I beg to differ. What about 'Antennagate'? That happened on his watch. He was one man. And he certainly wasn't sitting in a factory somewhere in China inspecting each device to make sure it was perfect. This could have easily happened with the launch of the iPhone 4 in 2010. Instead it was a reception issue. I'd personally rather have a little chip on my phone than a bogus antenna. But I'd really prefer to have neither. This issue doesn't mean Tim Cook has failed his first big task as CEO or that Jony Ive didn't design a beautiful phone. It means there are issues that need to be addressed. Though for some of you that are on your 11th phone, I doubt me saying that helps ease the frustration. I can tell you when I receive my phone the first week of November, if it isn't pristine condition I'll be on the phone with either Apple or Verizon or both. I'll get what I'm paying for. And so should you. Stick to your guns on this one and don't accept anything less than what you deserve. Though we also must keep in mind that sacrificing some of that weight to achieve a lighter device may make the phone a bit more scratch prone due to the materials used. It's a trade-off of sorts. I'm personally more worried about dealing with Verizon if there's an issue than I am Apple. Apple has proven to me in the past they stand behind their work. I feel based on my experience with my iMac a few years ago I owe them the benefit of the doubt. Until then I'm crossing my fingers.
Currently Being ModeratedOct 19, 2012 9:26 PM (in response to kyleinhawaii)
To be honest, I am near the end... not sure how much more I can take of Apple's horrible quality control with iPhone 5. I was thinking of getting the next iMac but afraid too.
I love Apple products and expect them to be top notch but ever since Steve Jobs died, it seems Tim Cook can't get it right. Everything is going wrong... from design to software to customer service at store level.
Currently Being ModeratedOct 19, 2012 9:31 PM (in response to mritacca)
Blaming Tim Cook for this is foolish, with all due respect. If you want to blame someone then blame the Foxconn workers that more than likely are the root or your problem concerning scratches on the iPhone 5. Tim didn't personally assemble your device.
Currently Being ModeratedOct 19, 2012 9:36 PM (in response to mritacca)
Hang in there. I can tell you that after I finally got my iPhone 5 and started using it regularly, I forgot about the hassle I went through. It's all worth it to me. It's a totally different experience from the 4s. I'm also glad I stuck it out with black. Now when I look at my S3, it just feels so plastic and cheap. Not trying to pick a fight or debate with anyone on that, but this is IMO. The glass and build of the iPhone 5 (defect scuffs aside), is really unmatched. So, good luck again. You'll get a good one soon.
Currently Being ModeratedOct 19, 2012 9:41 PM (in response to Chris092881)
Why do I blame Tim Cook?
Firstly as CEO, he allowed his team to brag about the iPhone 5 being the BEST. That it has the BEST fit and finish of any smartphone - ever! He also allowed them to compare it to a hand crafted watch!
He also allowed his marketing team alongside Johnny Ive to brag about the process in which the iPhone is made - a level of precision never achieved before!
This mess has been ongoing for a month now. Tim Cook has not acknowledged it. They now say that due to the popularity of the iPhone, it is sold out everywhere. They don't admit to the problems. Samsung admitted to issues with the back plate of the blue phone and within a week, they had it addressed! Why can't Apple do the same? Why did Apple allow Foxxconn to ship out millions of defective phones? Where was Apple during this process? No way that Apple would allow a new phone to launch and not be at Foxxconn to ensure things are going as planned. Furthermore, when all this stuff become public knowledge about the issues, Apple still kept denying it by saying scratches are NORMAL! BS! We are talking about damaged goods out of box. Not wear and tear!
Tim Cook needs to step up and admit they have a problem. Maps was also another issue that I am sure Tim knew about. At the end of the day, I blame the CEO as he is the BOSS and he knows what is going on within his COMPANY!
I blame Steve for Antennagate. But I know that if this stuff happened with Steve Jobs alive, he would have it under control. You can fix the manufacturing issues with scuffs, scratches and nicks. With iPhone 4 it would have meant to redesign the phone and which they did with iPhone 4 Verizon and 4S!
Apple tries to hard to make the BEST product but they don't have the technology to mass produce it. Stop bragging about it and take down the overhyped marketing on the website and I will be more easy on Apple! Till then, I expect to see a perfect unit out of box as described by Apple!!!
Currently Being ModeratedOct 19, 2012 9:46 PM (in response to mritacca)
You make some great points there. I don't disagree that this needs to be addressed, and like, now. But blaming one man, regardless of his role, seems a bit unreasonable to me. If Steve were still alive how do you think he'd handle 'Scuffgate'? He handed out free cases before. Would he give out free magic markers this time? Would you say aside from the scuffs and nicks that the iPhone 5 is in fact a highly refined, well-made device?