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Replacement policy?

424 Views 13 Replies Latest reply: Dec 13, 2012 9:42 AM by Fredster74 RSS
Fredster74 Calculating status...
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Dec 12, 2012 9:17 AM

Bought an iPhone 5 two days ago and found out that there was a glitch/crack between the screen and casing. I also had light leakuage at the power button. Returned it to the service provider and they tell me Apple wont replace it. Instead I´ll get a refurbished one ! Naturally this destroyed the entire good feeling I hade about the phone. According to my SP, Apple is the only company that doesnt replace faulty products and doesnt accept DOA (Dead On Arrival) ! To me this sounds like Apple is getting a bit smug and self-righteous?


Maybe I get a good refurbished phone, but i doubt it cuz the company that do it have very bad reputation!


Do u have the same policys were u live?

iPhone 5
  • deggie Level 8 Level 8 (44,860 points)
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    Dec 12, 2012 9:50 AM (in response to Fredster74)

    In the US you can return the iPhone within 30 days for a refund IF there is no accidental damage to the phone.


    Was the crack between the screen and casing their when you first got it? If so why didn't you immediately return it to your service provider? Sounds like they are saying this is accidental damage. If not, return it for a refund then buy a new one.


    After your return period any service replacement unit can be new or refurbished, the same as any other small electronics maker in the world.

  • diesel vdub Level 7 Level 7 (20,745 points)
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    Dec 12, 2012 11:59 AM (in response to Fredster74)

    Warranty replacements are from Service stock which may or may not be new.  Service stock comes in a brown box without accessories and should be indistinguishable from new.


    Simply return the device to the service provider for a refund, wait a few days, then purchase a new phone, inspecting it in store to ensure it meets your expecations before taking it home.

  • varjak paw Level 10 Level 10 (167,190 points)
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    Dec 12, 2012 12:01 PM (in response to Fredster74)

    If it's defective, Apple will replace it. It may be a refurbished iPhone - service replacements usually are - but you'll never be able to tell the difference.



  • deggie Level 8 Level 8 (44,860 points)
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    Dec 12, 2012 1:02 PM (in response to Fredster74)

    Where did you read that AT&T sold refurbished iPhone 5s? They didn't. They have sold refurbished iPhone 4's and they may have sold some iPhone 4s, but no iPhone 5 yet.


    Are you telling me that Swedish law says if I go buy something in a physical store and it has a manufacturers defect I cannot return it?

  • deggie Level 8 Level 8 (44,860 points)
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    Dec 12, 2012 2:00 PM (in response to Fredster74)

    It is $50 off of an iPhone 5 period part of a promotion going on in the US. I received an email about it from BestBuy and from AT&T.

  • varjak paw Level 10 Level 10 (167,190 points)
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    Dec 12, 2012 2:04 PM (in response to Fredster74)

    1. Apple is the only outlet for iPhones that they have put through their extensive refurbishment policies. Any other sellers making claims of "refurbishment" either will do nothing other than restore the iPhone to factory settings and clean up the case, or will open the iPhone which voids Apple's warranty.


    2. Reseller policies are their own. Apple has no control over that, so it's something you will have to take up with the place you purchased your iPhone.


    3. Ditto. If you wish to try to involve the Swedish government, well, you're welcome to try.


    Unless you are willing to take or send the iPhone to Apple and get them to replace it, this is no longer an Apple issue, so there's nothing further anyone here can say.



  • varjak paw Level 10 Level 10 (167,190 points)
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    Dec 13, 2012 6:48 AM (in response to Fredster74)

    The links I read talked about AT&T selling iP5 for 99$ for the 16gb instead of 199. 


    Just to finish off the questions, you misread, or the links were wrong. The $99 iPhone from AT&T is the iPhone 4S, not the iPhone 5.  


    In Sweden Apple doesnt handle the warranty claim or do the refurbish. Its a company named Anovo and they handle most (if not all) of the brands.


    Fine, but that's irrelevant to the issue as presented, as least as I understood the various questions and posts you've made.


    My cell company claims APPLE have the policy of not replacing with a new one (and I´ve talked to their PR manager about it). I also talked to Apple sweden and they say the same (technician).

    Again, Apple can at their option replace a defective iPhone with either a new or a refurbished unit. Normally it will be a refurbished unit, but it depends on available service stock. Whichever they choose, you will not be able to tell the difference.


    Seems were done here.  Happy holidays.

    iMac, OS X Mountain Lion (10.8.2), Core i7 Radeon 4850 8GB


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