Battery Replacement Black Hole

Question

Level 1

8 points

Battery Replacement Black Hole

Hi,

I sent my iPhone 6 in for battery replacement and the experience has been a nightmare so far. First, we were told in chat to take the phone to the UPS store and they would pack it and send it. The folks at the UPS store had no idea what to do, but apparently packed and shipped it anyway. Then, the next day, a box arrives that we were supposedly supposed to use to ship it, but then later were told not.

A few days later - we get a message that the phone has 'unspecified damage', a blurry picture of the back of the phone with no details, and a choice to 'pay $299 to replace it' or 'get it back un-repaired'. A call to a very nice support technician has yielded absolutely zero details on what's broken, why, anything and we're told it could be up to two weeks before the technicians get back to us with what 'unspecified damage' means.

What other options to I have other than sitting here stewing waiting for somebody to actually tell us what is going on? Is this typical for Apple service on battery replacements?

All feedback is appreciated!

iPhone 6, iOS 11.2.6

Posted on Mar 13, 2018 4:47 PM

Reply

Answer 1

DakApple Author

Level 1

8 points

Mar 13, 2018 5:02 PM in response to KiltedTim

Yes, sadly I know that. I've asked for escalation and gotten bupkis. I can only hope someone reads this and doesn't make the mistake of sending their phone in for battery replacement and ends up in the same hole we did.

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Answer 2

y_p_w

Level 6

17,642 points

Mar 13, 2018 6:27 PM in response to DakApple

DakApple wrote:

Yes, sadly I know that. I've asked for escalation and gotten bupkis. I can only hope someone reads this and doesn't make the mistake of sending their phone in for battery replacement and ends up in the same hole we did.

The preferred means is to go in person to an Apple Store. At least there one can deal with a live person.

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Answer 3

DakApple Author

Level 1

8 points

Mar 13, 2018 6:37 PM in response to y_p_w

I would advice EVERYONE to not send anything in for repair. I'm coming up on 4 hours of telephone dodgeball trying to get the dang thing fixed. Now they're trying to send it back to me and send me to a store for somebody else to give me the run-around.

Very disappointing. Last Apple product EVER.

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Answer 4

deggie

Level 10

167,177 points

Mar 13, 2018 6:45 PM in response to DakApple

I don't care that it is your last Apple product ever. And I don't care what you buy. Sounds like you didn't follow instructions originally. I would guess your iPhone either has water damage or drop damage.

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Answer 5

deggie

Level 10

167,177 points

Mar 13, 2018 6:59 PM in response to DakApple

Since you received your return box the day after you took it in I would guess something was awry. If you had no broken screen and signs of outer damage then I would narrow it down to the internal moisture sensors being triggered. Since you plan to switch you could call back again and ask them to just return your iPhone to you.

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