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

Posted on Sep 5, 2014 7:04 AM

Top-ranking reply

AuburnTigerFan

Level 1

8 points

Posted on Nov 23, 2014 6:10 AM

Same problem- Resolution

I just had the same exact thing happen to me. I had a battery fail, and looked it up on the internet and Apple had a program to replace batteries in the time frame of my phone. I entered the serial no. and the phone qualified for battery replacement. I had purchased the phone new from Verizon corporate store and it had never been opened since I owned it. My wife took it in to Apple store for service. When she returned to pick it up they said they were not allowed to replace battery because phone had 3rd party parts. I went back to Verizon and they looked the phone up, and I was the only one who had ever owned it as far as Verizon had records. I received it in a box and it certainly appeared brand new when I purchased it. They had no explanation. I thought maybe I received a refurb, but I talked to a friend who works for verizon and he said no refurbs at corporate stores. i decided to follow up with apple to see if they had a record showing whether the phone was sold originally to Verizon. I called applecare and told the agent what I wanted to find out. He asked several questions and then came back and asked some more questions. I mentioned that I still had my box and I was wondering if the serial number on the box matched the serial number on the phone, if the box had such a label. He said he didn't know if the box had that information, but while on hold, I looked and it did have that information and it matched my phone. He asked me some questions about the box, what color it was and the picture on the box. He went back to talk to his supervisor and then when he returned he said he would transfer me to his supervisor and would take care of me. He said they would replace the battery. I said we'll that was good, but I purchased a new phone and got one with non-OEM parts. He said they would send me a refurb that had all Apple parts. I received a return number and was told to take naked phone to UPS store and they would box it and send it back free of charge. I would receive my replacement in about a week. I am partly satisfied with the solution, but not overjoyed. The bottom line is that I was sold a new iPhone that had 3rd party parts. I feel confident that Apple did not try to pull the switcheroo, but that it happened at the factory that contracted the manufacturing. I would have been more satisfied if Apple had offered a new Iphone 5s or 6, since I had been defrauded.

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50 replies

Nov 30, 2015 1:36 PM in response to Mark Coop

It happened on my iPhone 6 Plus also. What is more ridiculous, I purchased it from Apple Store and no one else had touch it because I used it everyday. There might be two possibilities: First, Apple made some mistakes on record all SN of the display, similar to your case; Second, Apple Store sell refurbished iPhone as Brand New original one.

wegras

Level 6

15,311 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

wegras

Level 6

15,311 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

KiltedTim

Level 10

224,652 points

Sep 3, 2015 3:53 AM in response to SKJ87

If they are offering you a replacement now for $269, then the whole 3rd party screen thing is a non-issue. Service units carry the balance of the original warranty or 90 days, whichever is longer.

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.

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.

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.

wegras

Level 6

15,311 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

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.

Sep 30, 2014 8:47 PM in response to Mark Coop

Apple is getting worse and worse at their support of their products and waste more money in the courts than they do standing behind their product. Antenna's not up to par, antennas were not up to par. Batteries are not bad, batteries are bad, Phones don't bend, phones bend. They never get a release of software right since I have been using iPhones. This last time customer support lied to me for an hour about ordering a phone. You can only take so much when we are getting closer and closer to phone commodity and no reason to pay for overpriced phones any longer since they offer no advantage over the competition. The day is coming soon as in all products. Does Apple have the guts to turn it around and start think more about their customers than their piles of money.

I would sure hope so

pmehta13

Level 1

0 points

Apr 12, 2015 6:14 PM in response to Mark Coop

Hi, I have recently have had the same problem as you and the technicians have said the same thing that my screen is a third party screen. I bought my iPhone 6 as a new phone from AT&T and they would not fix the problem because my phone did not qualify and I have not previously done any work on my phone. I was just wondering if you could tell me how they determined that your screen was not a original apple screen? Was it because it had a long white sticker on the back of the screen with a bar code and some numbers? This would really help if anyone could offer some advice.

Thanks

spage79

Level 1

0 points

May 7, 2015 5:18 AM in response to Mark Coop

Mark,

Did you ever find a solution?

My wifes iphone5 has the loose screen problem, should have been an easy fix, but told in store that there are 3rd party parts inside. Like you we bought it new and have never had any work done on it. They won't even look at it.

Phone carrier say the deliver apples product sealed so not their problem, yet apple don't want to know.

Thanks

Stephen

Jun 16, 2015 6:46 AM in response to Csound1

WWhy should I return it when the fault is a factory fault by Apple?? Even they offered to fix it, carphone warehouse do no sell second hand phones, the staff in the Apple Store was happy to fix it when I had to pay for it but when I got a complimentary free repair by Apple management over the phone they said they will no do it because the screen is no apple. Everything was fine until they messed with the phone for a long time without me seeing what they were doing so more like the ****** the iPhone to avoid giving a freebie

KiltedTim

Level 10

224,652 points

Jun 16, 2015 7:32 AM in response to Deanpeet82

Deanpeet82 wrote:

WWhy should I return it when the fault is a factory fault by Apple?? Even they offered to fix it, carphone warehouse do no sell second hand phones,

Sure... just like they don't lie to customers about the phone they sell being "unlocked"... Try searching these forums some time. You'll find they are not the most "honest" dealer out there.

wegras

Level 6

15,311 points

Jun 16, 2015 7:51 AM in response to KiltedTim

That seems to be the explanation ,however when you pick a carrier from the "Find a Location page " the carriers only list their own outlets

and we also seem to have "Apple Shops" in other stores which are identified by Apple and staffed by Apple ..................

I always notice CarPhoneWarehouse offer to "repair" an iphone .................and i suspect they do

Best avoided, methinks

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