Apple sold me a Sprint locked iPhone, how to unlock

Question

Level 1

8 points

Apple sold me a Sprint locked iPhone, how to unlock

Hello,

During my travel in California in December, I went to Apple Store Burlingame to buy an iPhone 6. I told them I want an iPhone to use it in France, I didn't have any contract with an US carrier. I only needed to buy an iPhone: they gave me one and told me it's going to work in France.

Today, I have a lot of trouble with my iphone so I went to Genius Bar, and I was in touch with Apple Care. The problem is: this iphone is locked and can be only use with SPRINT NETWORK.

I don't know that carrier, and I don't know why the sellers sold me a bad iphone. I got in touche with SPRING and they told my they cannot unlock it because I don't have contract with them and I don't have account number. They told me to ask Apple to unlock it. When I asked the French Apple team, they say to ask to Sprint...

Anyway, I would like to know how to deal with that?

I paid for a product that does not work and no one wants to help (neither Apple, nor Sprint). How to do? I cannot throw my iphone away 😟

I hope someone will be able to help me.

I am sorry if I am not very clear, my english is limited.

I thank you so much,

Kind regards,

Mylene

iPhone 6

Posted on Oct 26, 2015 6:23 AM

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Answer 1

Mar 9, 2017 12:42 AM in response to mylenach

Hey JohnPF91,

I'm having the same problem right now and it is so frustrating!!! I purchased an iPhone 6 + at the Apple Store full price unlocked. I was traveling for about a year and a half and it was working fine abroad but when I came back home to the United States, I purchased a plan with T-mobile and the sim is invalid.

I went to the Apple Store to try to get the problem fixed...over 3 hours later in the Apple Store. I still went home with an iphone I could not use!!! They made me call Sprint while I was in the store and see if I could get it unlock by them. I ended up going through 4 Sprint representatives to sort out this problem. However, Sprint policy is that you have to be a customer for 50 days in order for them to unlock the phone.

At this point, I was demanding answers from Apple. Why is a unlocked iphone purchased at the Apple Store being locked by Sprint!!!! I told them this is ridiculous and I'm beyond frustrated with Apple. This is the WORST experience I've ever dealt with Apple!!!

As of now I'm still dealing with this bull crap!!! I still am baffled with the fact that an unlocked iPhone bought from the Apple Store is locked by Sprint!!! The reason why I purchased a phone at the Apple Store in the first place is because I needed it to be an unlock iPhone.

(I have a feeling that these iPhones are meant and programmed for the sprint company but since the sales didn't do well they tried to sell it in the Apple Store to customers that need it abroad)

If you could give an guidance or assistance it would be greatly appreciated since we are almost in the same boat. I truly am so frustrated I plan on switching over to Samsung.

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Answer 2

Curldiva

Level 1

4 points

Jul 6, 2017 5:21 AM in response to Chuieeglam

I recently, swapped my unlocked phone at the Apple store due to a recall. When I got the new phone it was locked to Sprint network by default. Apple Rep told me it was because my original phone, although was unlocked was registered to Sprint Network. Neither Sprint nor Apple would unlock my phone, correctly. I was told by Sprint my phone is unlocked but IMEI is still locked to them despite trying to use compatible SIM cards. The funny thing they tried to convince me that my phone isn't compatible with other networks, but I can see this same phone used on other networks. I ended up purchasing an upgrade, unlocked phone through Best Buy. I will never uses Sprint again. I was a customer with them for almost 8 years after my contract was up. Sprint will also lock your unlocked phone to their network, even when you are a prepaid customer bringing your own device. It is part of their activation policy.

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Answer 3

KiltedTim

Level 10

225,396 points

Oct 26, 2015 6:28 AM in response to mylenach

Only the carrier it's locked to can unlock it. Look at the paperwork you got when you purchased the phone. Does it say "unlocked"? If so, then contact Apple and explain the problem.

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Answer 4

mylenach Author

Level 1

8 points

Oct 26, 2015 7:10 AM in response to KiltedTim

Thanks for your answer.

That is exactly what Apple told me (only the carrier can unlock it).

On the paperwork, it is written "this iphone model is configured to work only with the wireless services of Sprint".

So Apple told me they can not do anything and to ask Sprint to unlock.

But Sprint told me "You are not a customer to us, we can not help you. Ask Apple"

To explain to you why I noticed that only 10 month after ... This iPhone is used with a french carrier since I came back to France. But it has a lot of bugs so I went to Genius bar and they discover that (weird) problem: iPhone is locked with SPRINT, but because of a bug in Apple, the iPhone works at the moment with another carrier, that is the reason why my iphone has so many troubles/problems/bugs... and to fix that problem, they said: "you need to reboot and udpate it. But if you do that, you wouldn't be able to use it if it is still locked".

According to Apple there is to way:

- keeping using my phone with all that problems

- updating it and having it locked / not using it anymore

And I am very upset because :

- I asked for a model that can be used in France

- I didn't pay for a model with a contract (I don't know how it works in the US, but in France, you cannot purchase an "locked" iPhone without contract), I pay the entire price, more than $700.

- I didn't have a look on the ticket at the moment of purchase because I trusted the seller (it was Apple store), and also my English is not very good.

- It is absolutly not my fault if Apple sold me a wrong model, I am not a specialist, just a customer who wants to have an iPhone

I am so sad 😟

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Answer 5

KiltedTim

Level 10

225,396 points

Oct 26, 2015 7:27 AM in response to mylenach

You should have paid attention to the paperwork you got when you purchased it. If a mistake was made, you should have taken care of it before you left the store. You should have at least dealt with it within the 2 week return period.

Sprint will not unlock any device for anyone who is not a current customer. That's their policy. There is nothing Apple can do about it. It's not your fault Apple sold you the "wrong model". It IS your fault that you did not bother checking to see whether you got what you asked for. 10 months after the fact is a little too late to be trying to deal with this.

Call Apple and ask to speak to someone in customer relations (not support). Explain it to them. Maybe they can do something for you.

Next time, I suggest you buy a phone in the country where you intend to use it.

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Answer 6

mylenach Author

Level 1

8 points

Oct 26, 2015 8:07 AM in response to KiltedTim

Yes you're right, but when the seller told you many times "don't worry, it's going to work in your country" you cannot have any doubt.

I've always bought my phones in my country. It's just because that day, I visited Cupertino and decided to buy an iPhone 6 so I don't think apple can blame me for that.

As I told you, I could have read 100 times, I wouldn't have noticed anything. By the way when I went to the genius bar in Paris, nobody noticed that the iphone was locked, whereas it was written on the paperwork.

I will try to call the customer relations as you suggest.

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