When Apple Support is NO support.....

Question

When Apple Support is NO support.....

How do I get Apple Support to help with an iPhone 5S (32GB) replacement phone that is LOCKED???

I paid $640 for an unlocked iPhone 5S. It died after 4 months (of light use and meticulous care). The new replacement phone lasted 2 months. I received a 2nd replacement phone but it is LOCKED with AT&T. I have contacted Apple Support 3X and 2 Senior Advisors! They said it would take a week to work out and now 10 days have passed and no one is answering my calls or emails. I need HELP before my warranty expires. Any advice?

iPhone 5s

Posted on Mar 3, 2016 12:26 PM

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Answer 1

ChrisJ4203

Level 10

236,339 points

Mar 3, 2016 12:28 PM in response to A. Wiseman-Floyd

Contact Apple again. This is a user to user support forum, and no one here could assist you with this, I'm sorry. Who replaced your phones, Apple?

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Answer 2

Pmintz25

Level 4

2,058 points

Mar 3, 2016 12:33 PM in response to A. Wiseman-Floyd

If the issue is reported before your AppleCare or warranty expires, you can still get support on the specific issue after warranties expire.

Also, you should have contact info for at least one of the Senior Advisors. If you have reached out to them with no reply, then there is probably nothing new for them to report. They have to get in contact with the carriers on issues like this and carriers are REALLY slow at doing anything.

You will just have to wait until someone replies. There isn't anything anyone on this forum can do to get your carrier to unlock a phone.

How to unlock your iPhone for use with another carrier - Apple Support

First line says, "First, your carrier will need to process your unlock request." Try contacting AT&T, since they are the only ones who can unlock the device.

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Answer 3

Mar 3, 2016 12:46 PM in response to Pmintz25

Hey, thanks, Chris.

I know this is NOT the forum to get help from Apple Support. I guess I am looking for answers and perhaps empathy but did not make myself clear in my post.

I paid $640 for an UNLOCKED iPhone 5S; I purchased it from APPLE. I have NOT had a phone contract in years. I use different plans (depending on travel and pay as I go).

Apple sent me a LOCKED replacement PHONE!!!!!!!!!!!!!!!!!!!!! I should never have received a LOCKED phone since my iPhone 5S that died was UNLOCKED. I am so discouraged. I paid a ton of money out of pocket and am nearing the end of the warranty and have not enjoyed the use of the phone!!!

2 have died on me and now the 3rd is useless!!!!

APPLE does not need to talk to AT&T or any carrier. It was APPLE's mistake to send me a LOCKED replacement phone.

They just need to send me a new phone (or a refund). I should NOT have to wait on their mistake.

Does that make sense?

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Answer 4

ChrisJ4203

Level 10

236,339 points

Mar 3, 2016 1:44 PM in response to A. Wiseman-Floyd

I understand you are frustrated, and I can offer you empathy, but that is not going to get you anything. I am not sure why your received a locked device, but Apple has to handle that. You have made contact with Apple and will have to work with them. As I said earlier, no one here can change that, nor expedite it. None of us can make Apple send you a new phone, a refund, nor change any of that. Whether you should or should not have to wait for anything cannot be affected by anyone here.

If it makes you feel better, I empathize with your predicament, and whether you want to believe it or not, Apple will take care of the issue. I don't know why it is taking time, but I surely cannot get an answer to that either.

I've had iPhones from the beginning. Our entire family has had them, six devices at this time, and have had less issues than I can count on one hand, including our 3 iPads, and an Apple Watch. You will need to contact Apple again and voice your concerns.

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