Customer Service

Question

Customer Service

Can anyone help? I picked up an iPhone 5s from the Christiana, Delaware Apple Store on May 12, 2015 (still under 90 day warranty). It has crashed from Day 1. Sometimes in the middle of the night when it is charging and sometimes for half a day and multiple times a day. At one point I had 73 + errors in the diagnostics. I have been to the store which is a 1 1/2 hour trip one way and I have been on the phone with Apple Customer Service repeatedly only to hear - do a factory reset because it is a software issue. How many factory resets can I do? (7 or 8 at this point) And I have nothing on this phone at this point - just my contacts and FB. I have not used my backup from the Cloud or iTunes just in case it was the software. It is still crashing. What good is a smartphone if the only thing you can do is make a phone call (if it hasn't crashed)? I spoke to a manager at the store this afternoon and her answer was that I need to bring the phone in (again) and if they verify that there is an issue then they will replace it. They have jerked me around for 3 weeks and I really am having an issue believing that they will replace the phone when multiple times I have been told that it is a software issue and they will not replace the phone. Has anyone else had an issue like this and did Apple honor the warranty and replace the phone? Everyone I have spoken to has said how awful the Customer Service has become at Apple.

iPhone 5s, iOS 8.3

Posted on Jun 3, 2015 11:57 AM

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Answer 1

KiltedTim

Level 10

195,939 points

Jun 3, 2015 1:00 PM in response to dawnfromfrederica

You were told to bring it in and they'll replace it if there is a physical problem. What more do you want? We are not Apple. We don't know what's been going on. We don't know what you did when you say you did a "factory reset".

Oh, and the warranty is one year, not 90 days. You get 90 days of free phone support.

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Answer 2

anypats

Level 7

21,283 points

Jun 3, 2015 1:58 PM in response to dawnfromfrederica

I have had multiple iPhones, iPads, and iPods replaced at Apple Stores without any issues. I've even had them replace an iPod touch when they couldn't fully reproduce the issue in the store. One time I had them replace a lightning cable without any proof of warranty timeframe (it was under warranty). I'm sorry you have had the experience you have had, hopefully they will just replace the iPhone for you. Your best bet will to be to go in calm and explain the situation and not vent your frustrations. They are much more willing to help if you are nice and not demanding. I'm not saying that you have been demanding up to this point but I know a lot of people get to this point and try to go in with a demand for what will be done rather than asking politely what can be done.

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