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Level 1

1 points

mismatch between the iPhone serial number label & the software serial number displayed on the screen.

Anybody has this problem where the iphone serial number label and the software serial number does not match? I went to the authorised service center QCD at Singapore and the staff there (by the name of carmen) informed me that they can't give me a one-to-one replacement on the spot even though my handset is still under warranty. My iphone 4s has this wi-fi greyed out problem, that is why i went down to the service center. I find it very strange and demand an explanation. However the manager there (desmond) told me that they can't do the exchange nor comment on why this problem. They have to wait for apple's instruction

Could the phone been tampered with at the factory level? or apple store sold me a refurbished set that had been tampered with? I had never send the phone for any repair at all nor open up the phone before

iPhone 4S, iOS 6.0.1

Posted on Jan 9, 2013 7:19 PM

Best reply

WalterSP

Level 1

5 points

Posted on Jun 30, 2018 10:41 PM

I'm from Brazil and I had a similar problem. I bought an iPhone 4s directely from Online Apple Store here in my country, and everything was ok until then (serial numbers did match). About five months later I had this problem with the power button and I went to an authorized center and claimed for another device. The service was really fast and good.. in about 3 days I had I my new device (that they gave me wrapped in plastic and out of any box ... but it looked brand new.... is that normal?) . I just took my phone e came home satisfied.

Six months later (still under warranty) my wi-fi just stopped working from day to night. I came back to the same authorized a claimed for another phone and got really surprised when the attendant said "The serial number that is on your phone does not match with the number here in our system" (they had two serial numbers in their system: my first iPhone and the one replaced.. the second was suposed to match, but it didn't) . I told him that this was impossible, cause I didn't leave my phone to any repair or switched to anybody, and explained what happend before. If there was a mistake, it was their mistake .. Nobody checks serial number when receving a new phone (from now on, I will). They probably gave the phone that I was suposed to recieve to another person and I recieved another one, or there was a labeling problem at the factory. When I said that I heard " This is impossible, sir". The fact is that makes me wonder about this new phones that they replace us, are the really new ? But this is as discussion for another topic. How that particular iPhone was with me was a mistery for them and they took it for investigating my problem.

However, now since 14/05/2013 I'm without my iPhone and they are still trying to solve my problem.

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20 replies

Lmomp

Level 1

0 points

Dec 24, 2013 4:30 AM in response to Sherinlee

Sherinlee I am having the same issue with my iPhone 4S did you ever get a resolution to your issue? I have been having issues with my iphone since I installed IOS 7 (biggest mistake of my life). I went to the Apple store in Glendale, Ca and after the third visit and having to endure long waits and inadequate customer service they tell me they are going to replace my phone. The tech tells me to erase the content on my phone and then says he needs to validate that the component serial numbers match what they have on file. He comes back ten minutes later and tells me that the logic board serial number does not match what the system has on file and they can't replace my phone or the failing battery (which is less than a year old). He said he wasn't accusing me of doing anything wrong (which is exactly what he was doing) but he couldn't do anything for me because the serial number mismatch voids the warranty. I ask to speak to his manager and the manager comes and tells me he understands and is going to look into it further but really all he did was print a form letter telling me that I tampered with the phone and they weren't fixing it. After Doing a google search it appears that this is something that happens more often than it should and there is a widespread mismatch serial number issue with the iPhone 5 (It would be stupid of us to believe that it hasn't happened before the iPhone 5). I haven't seen any mention that Apple resolved the issue on any of the websites I've visited so I'm hoping that you found one. I would hate to have to take Apple to small claims court over this but if they don't have the integrity to address the issue on their own I'm hoping the small claims court will force them to.

Sherinlee Author

Level 1

1 points

Dec 24, 2013 8:39 AM in response to Lmomp

I spoke to people from US to Singapore to Australia. Wrote numerous emails to get the people at apple to acknowledge my request. Eventually they ask me to pay s$99 for applecare plan before they exchange the phone for me. I dont think it was fair (for i did nothing wrong! yet i wasted so much time and still have to purchase the applecare) But i was just too tired of the whole affair and gave in.

If i have a choice, i wont use iphone again.

Apr 27, 2014 6:36 AM in response to Sherinlee

HI,

Even i am facing the same problem.There is some problem with my fone charging so its currently dead.I took it to authorized apple service center they said that the cant repair my fone as the Imei no inside of the fone doesnt match with that of the imei no on the sim tray.Internal Imei no shows UK phone whereas iv brought the fone from India.I have the invoice as well as the box.plz help me with this

Jun 17, 2014 8:06 AM in response to ShrutiKulkarni

same problem happened to me yesterday and i had brought the phone from the authories dealer and i have never opnened the phone or ever tampered with it but they tell me the serial numbers dont match.... any solutions....they say they will look into the matter but nothing so far

MarkOng1

Level 1

0 points

Jul 25, 2014 10:58 PM in response to pushpa nair

Same problem happened to me this morning...went to an apple service center to have my phone repaired and they keep saying my part serial number does not match my phone's serial number while i am 100% certain that i never or even attempted to bring my phone to another repair shop other than the authorized apple service center and i bought my phone online in the apple website..

Anyone able to come up with a solution? thanks

mismatch between the iPhone serial number label & the software serial number displayed on the screen.