Advice - Apple claim iPhone 5 has 3rd party screen but I haven't had any work done on it?!

Question

Level 1

13 points

Advice - Apple claim iPhone 5 has 3rd party screen but I haven't had any work done on it?!

Hello,

I went into my local Apple store last week to have the battery replaced under the refurb programme. After leaving the phone and returning 2 hours later I was told no repair had been done as the phone had 3rd party screen - totally untrue!!

The phone in question was replaced by Apple in Nov 2012 as the phone I had bought from new developed a fault. I was told the replacement was a refurbished model, like new with original parts and with the same warranty.

I have never had any work of anyway kind done to the phone since it was originally replaced by Apple. Despite repeatedly telling the staff at the Apple store it had never been repaired by anyone but them they refused to accept this and refused to do any form of work on it.

I was utterly livid they wouldn't believe me and don't know what to do? Is it feasible that the replacement phone Apple suppled in Nov 2012 would have had a 3rd part screen (from it's previous owner) or could they have got it wrong?

I complained to the manager and he shrugged his shoulders and said their was nothing more could be done.

Any ideas as to what I should do next?

Thanks in advance

M

Posted on Sep 5, 2014 7:04 AM

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Answer 1

pogster

Level 5

4,277 points

Sep 5, 2014 7:53 AM in response to Mark Coop

I'm not going to speculate on what could have happened. Do you have your proof of purchase? If so use the Contact Us link at the bottom of this page and CALMLY explain your situation.

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Answer 2

Mark Coop Author

Level 1

13 points

Sep 5, 2014 8:02 AM in response to pogster

Apple already have that already when they pulled up the history but they still wouldn't accept I'd never had any work done to the phone.

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Answer 3

Mark Coop Author

Level 1

13 points

Sep 5, 2014 8:04 AM in response to Mark Coop

All I can think of that has happen was the person who originally owned the refurbished replacement prior to me had the screen changed and they didn't spot this? Feasible?

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Answer 4

wegras

Level 6

15,305 points

Sep 5, 2014 8:06 AM in response to Mark Coop

You did buy it secondhand then ??

Your post has just come up

and yes totally feasible .You have no way of saying it was not replaced ,Apple know their own OEM parts

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Answer 5

Mark Coop Author

Level 1

13 points

Sep 5, 2014 8:39 AM in response to wegras

No I bought a brand new iPhone under contract from EE in Sept 2012, a fault occured in Nov 2012 and Apple replaced the faulty phone with a refurbished model in store.

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Answer 6

wegras

Level 6

15,305 points

Sep 5, 2014 9:35 AM in response to Mark Coop

in which case the store has spoken ,nothing anyone here can do or frankly you

apart from requesting they identify on the iPhone how they know it has been tampered with

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Answer 7

Sep 6, 2014 1:34 AM in response to wegras

thank god!!!apple just rang me and said the exact same thing...3rd party screen but ive never had any work done on it at all...also coincidently I also purcahased mine from EE in Sept 12 ......apple please help...this is poor

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Answer 8

Mark Coop Author

Level 1

13 points

Sep 6, 2014 3:30 AM in response to Edward Stubbs

What a coincidence, was it the Bentall Centre branch in Kingston by any chance?

I'm livid and so disappointed in Apple that they would insinuate I'm lying to them. I've emailed a complaint email earlier this week but heard nothing back.

I'm thinking of going to another store for a second opinion.

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Answer 9

Sep 6, 2014 8:50 AM in response to Mark Coop

No one said that you were lying. All Apple said is that the device has had third-party service. It's a huge jump to change that to 'they called me a liar'.

Go to the Apple Retail Store that replaced the device for you and speak to a manager and explain the situation: the device was replaced by this store, you've had no third-party service done, but Apple is now saying it's had third-party service. The logical conclusion is that the device did have third-party service, but it slipped through inspection the first time, but got caught the second time.

No one has called you a liar. They've simply presented you with the currently available facts. You're the one jumping to that conclusion.

That makes as much sense as this: 'Bob doesn't like President Obama's domestic or foreign policies. Therefore, Bob is racist against black people.'

You're jumping the gun by claiming you've been called a liar, unless someone from Apple specifically told you that they think you're lying.

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Answer 10

wegras

Level 6

15,305 points

Sep 6, 2014 9:04 AM in response to Mark Coop

There have been reports of SOME UK Carriers repairing iPhones damaged or returned and then passing them off as new having resealed them

and both of you used the same carrier ..............................and we know nobody has access to genuine Apple parts outside Apple certainly not carriers or their repairers

Just a thought ........................

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Answer 11

Mark Coop Author

Level 1

13 points

Sep 8, 2014 9:32 AM in response to TJBUSMC1973

Whilst in the store I was referred to the senior manager to whom I explained the whole situation to in depth. I explained that the handset was bought new from EE and it was replaced at that store.

He was adamant that the refurb phone supplied to me would not have 3rd party parts and that only I could have had the 3rd party screen replaced on it. I repeatedly stated I had not had any repair done yet he wouldn't accept what I was saying and just said there was nothing more they would do.

In my book, if I am honestly telling someone the whole truth yet they refuse to believe and accept it then that can only insinuate they do not believe me which in turn insinuates I'm a liar.

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Answer 12

Sep 8, 2014 9:50 AM in response to Mark Coop

No one called you a liar. The manager at the store presented you with FACTS. Your interpretation of the situation is different. You have an opinion. The manager has facts. Facts trump opinions.

The only provable fact is that the device has a third-party screen. If the Apple manager says that the screen on the iPhone isn't the same one as the screen that was on that iPhone when his store gave it to you, then he's got documentation of that. And his documentation trumps your opinion/statements.

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Answer 13

Mark Coop Author

Level 1

13 points

Sep 8, 2014 10:10 AM in response to TJBUSMC1973

tjbusmc1973, your opinion serves no purpose in me finding a resolution to the fact Apple have supplied a refurb phone to me with 3rd party parts.

I suggest you go find a thread elsewhere that you can contribute to in a more constructive and helpful manner.

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Answer 14

wegras

Level 6

15,305 points

Sep 8, 2014 12:28 PM in response to Mark Coop

There is no solution that exists here from other users

If you do not want responses stop posting

You will get no more help than has already been given ,since there is none that can solve your issue

and flaming experienced responders who have provided solutions to many users is not going to get you any friends here

OK

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Answer 15

Sep 11, 2014 8:16 AM in response to Mark Coop

Mark Coop wrote:

tjbusmc1973, your opinion serves no purpose in me finding a resolution to the fact Apple have supplied a refurb phone to me with 3rd party parts.

I suggest you go find a thread elsewhere that you can contribute to in a more constructive and helpful manner.

Your question was answered. No one on this forum can change this answer for you.

I suggest you find a forum more suited to your needs, or contact a lawyer.

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