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Question: New iPhone exchange

I exchanged my (new) defective iPhone 8 with another one and noticed the employee brought the new non-defective phone in a plastic casing, holding only the phone. I thought Apple would exchange the whole package: phone, headphones, adapter, etc in the retail package. Anyone made an exchange before?

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Nov 12, 2017 10:47 PM in response to tlin9888 In response to tlin9888

It's supposed to be in a cellophane wrapped box as far as I know. I've made a switch (6S to 6S Plus before the 15 days ran out). They brought out a new phone to me in a cellophane wrapped box that I broke the seal on and inspected. But yes, they replace the entire thing. Where was this done?

Nov 12, 2017 10:47 PM

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Nov 13, 2017 12:31 AM in response to Briansyddall In response to Briansyddall

That's not how it's done. If he brings back only the phone, they have to give him an exchange with everything in it. Not just the phone. Just the phone alone being brought out sets off alarm bells. You obviously didn't think of that. Your reasoning does not make sense. They could care less about the accessories. If his phone is defective, why does Apple only have to give the OP just the phone if he returns it?

Nov 13, 2017 12:31 AM

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Nov 13, 2017 2:39 PM in response to Driver8666 In response to Driver8666

Apple is replacing the defective item - in this case an iPhone -

with a working item as provided for by warranty. If there is

a problem with other items in the original box (such as charger

or headphones), the warranty also covers those items but

they are not replaced if not brought in for examination.

Nov 13, 2017 2:39 PM

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Nov 13, 2017 10:26 PM in response to imobl In response to imobl

Still not how it's done. When I switched out my 6S for the 6S Plus, I didn't have the charger or the cord. Still got my iPhone exchanged without those items. Apple didn't take them out of the 6S Plus either. If he exchanges the phone alone, they replace everything irregardless of whether he or she brings in everything for the exchange. The accessories included are minor. If the OP had to mail it off, then they only ask for those accessories. But the phone in a clear plastic case, does set off alarm bells. Why? The box that the phone comes in, (the original box) has all the pertinent information just in case you can't access the phone. If this "clear" box has that info, then I rest my case. Otherwise, this is how it's done.

Nov 13, 2017 10:26 PM

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Nov 14, 2017 4:26 AM in response to Driver8666 In response to Driver8666

Driver8666 wrote:


Still not how it's done. When I switched out my 6S for the 6S Plus, I didn't have the charger or the cord. Still got my iPhone exchanged without those items. Apple didn't take them out of the 6S Plus either. If he exchanges the phone alone, they replace everything irregardless of whether he or she brings in everything for the exchange. The accessories included are minor. If the OP had to mail it off, then they only ask for those accessories. But the phone in a clear plastic case, does set off alarm bells. Why? The box that the phone comes in, (the original box) has all the pertinent information just in case you can't access the phone. If this "clear" box has that info, then I rest my case. Otherwise, this is how it's done.

Warranty and out of warranty replacements have always been the device itself, and only the device. Even when you send in a device for Express Service, the instructions for packaging the damaged device will clearly state to not include any cables or accessories as those are not part of the warranty exchange.


A return or exchange during the 14 day unconditional return period, or a trade up exchange, are different.

Nov 14, 2017 4:26 AM

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Nov 14, 2017 4:32 AM in response to Michael Black In response to Michael Black

Indeed they are different. But he went into a store. This is why I said "still not how it's done". Since it's new, it's definitely under warranty. The 14 days doesn't apply if it's defective. But sending it in? I'll agree with you on that, they only want what's defective and nothing else.


Your last sentence is true also. They should've replaced everything even if he only had the phone. I'm wondering if this "clear box" has the type of info you'd find on a regular box. There's my question. If it does, I rest my case.

Nov 14, 2017 4:32 AM

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Nov 14, 2017 4:39 AM in response to Driver8666 In response to Driver8666

Sorry, but you’re wrong. The 14 day unconditional return period is just that - 14 days from purchase, period. After that, it’s yours and any and all service is handled under the terms of the warranty. That’s what a warranty is for, to correct or exchange defective devices. And the terms of warranty service are identical whether you walk into an Apple store or arrange for Express service via shipping.


The only time anyone would get a new retail package device, with all new accessories, would be during that initial 14 days after purchase. Once that period has passed, you are dealing with a warranty or out of warranty exchange, which will exchange a defective device with a service unit (which may or may not be a retail new unit).

Nov 14, 2017 4:39 AM

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Nov 14, 2017 4:42 AM in response to Michael Black In response to Michael Black

I think from this explanation that this is what the OP is wondering. I'd wonder myself as well. He said it's "new". Leaves me guessing how "new" this was. But your explanation might have solved this question for me.

Nov 14, 2017 4:42 AM

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Nov 14, 2017 2:25 PM in response to Driver8666 In response to Driver8666

We get people all the time posting here complaining how their “new” device (but already several weeks or months since purchased) was replaced with a “refurbished” (= a non-retail new service unit). The use of the word new has become meaningless, at least on these forums, as it can mean days, weeks or even months post-purchase.


We also get people who have a device that’s been sitting in the box, unopened for months or years, complaining how they cannot get service on their “new” device. When of course, whether put into use or not, it’s still a used (as in not ever sold at retail prior) device.

Nov 14, 2017 2:25 PM

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Nov 14, 2017 10:36 PM in response to Michael Black In response to Michael Black

Agreed. I mean I can say my 6S Plus is "new" (it's not, I exchanged it in July of this year, as in the example I set), but now since it's November it's not "new". It's like getting a brand new car from the dealership. As soon as you drive it off the lot, it starts to depreciate. We can say the same about our phones. Once we buy it, it starts to depreciate.


But all in all I am in agreement with you.

Nov 14, 2017 10:36 PM

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Nov 14, 2017 11:54 PM in response to Driver8666 In response to Driver8666

I just went through this a few hours ago. I went in to replace my defective X for a new one. They gave me two options: a return, where I give back my phone and all accessories in the box, or they could give me one of their exchange units that they would normally use for in-house repairs and testing. I chose the second option since it was still a brand new phone and not a refurbished model and because the first option would have meant more time in the store, because I would effectively be buying the phone all over again (I’m in the Apple upgrade program). The first option would have meant applying for the loan again, filling out the paperwork, etc., versus just handing them the defunct phone and grabbing the unopened exchange unit and leaving.

Nov 14, 2017 11:54 PM

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Question: New iPhone exchange