warranty issue at Apple store

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Level 1

8 points

warranty issue at Apple store

This past weekend we took my sons iPhone 8 Plus to a Apple store in STl for a problem with the Taptic Engine. Went to pick up the phone and was told that there was a screw missing due to the phone being opened up before so the warranty was void and they would not fix. I was shocked since the phone was purchased new at a ATT corporate store. The box was sealed and I watched them open it. Asked for the manager who was rude to us causing my wife and 14 yr old son to cry in the store in front of everyone. Made us feel like we were trying to scam Apple. So we left and callwdtier 2 support who told us the store said the tamper proof screws were stripped and they couldn’t get in the phone. Why would they do that? We currently on a iPhone X, a Mac book air, 3 iPads, Apple Watch, iPhone 6s Plus, a working iPhone 8 Plus, a yet to repaired iPhone 8 Plus and iPhone X. Tier 2 support said a Engineer wants pics of the inside so it’ll be yet another 2 hour drive one way to a store I don’t trust anymore. So asked tier 2 support if I could mail it to them. They said they would have to check on that but I haven’t heard back. I’m left with the question why would they do that us and my son? We have been nothing but loyal to them giving them thousands of our hard money

Posted on Jun 4, 2018 7:43 PM

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Answer 1

ChrisJ4203

Level 10

230,347 points

Jun 4, 2018 8:32 PM in response to Coyote12

Normally one would be told to meet with the manager about an issue at a store. Since you seem to have an issue with the manager as well, I would suggest that you contact Apple about the issue. Use this for contact information. Contact - How to Contact Us - Apple As Gail said, no one here would be able to assist you.

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Answer 2

Jun 4, 2018 7:56 PM in response to Coyote12

Well, I can't answer for how you were treated, but if they found that the screws were missing or the threads were stripped, then that would be a valid reason for them to not honor the warranty. Have you contacted the AT&T store where you purchased the device to see if you could find out what may have happened on their end. Just because the box was sealed (even if it was shrink-wrapped) is not a guarantee that the device inside of the box is actually a new device.

Unfortunately, not sure you will get any sort of straightforward answer from AT&T either. Personally, I have not had the best experiences with them. But, you are also dealing with individuals here, who may or may not be reflecting the company's values (think Starbucks).

I would also recommend that you call Apple back to see if you can get some help there. You should have a case number that you can refer to when you call that would provide the history of the events up to this point. If you don't, then I would suggest that ask if you can open a case regarding this issue so you will have a reference point for any future discussions.

I'm sorry that you had such an awful experience, but I can also assure you that there would be no logical reason why the Genius Bar person would make the claim regarding the screws unless that is what they found. Unfortunately, that puts you between a rock and a hard place. 😟

Best of luck,

GB

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Answer 3

Coyote12 Author

Level 1

8 points

Jun 4, 2018 8:07 PM in response to gail from maine

Talked to ATT about it, they were very helpful.

They assured me that they do not sell phones they have been returned as new phones. They called Apple for us trying to get us help. I do have a case with Apple, it’s sad cause we did nothing wrong, we just want a phone that works. I really believe the person who was working on the phone messed up and stripped the screws and are trying to cover their butt for their mistake at the expense of my sons phone. Thought Apple as a better company.....

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Answer 4

Jun 4, 2018 8:39 PM in response to Coyote12

Coyote12 wrote:

Wasn’t looking for help, just more of PSA to beware of Apple

Well, as this is a user to user technical support forum, it's not really the place to post warnings about Apple. The TOU of the forum specifically states that posts should be limited to questions about your products or software.

GB

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Answer 5

Coyote12 Author

Level 1

8 points

Jun 4, 2018 8:43 PM in response to ChrisJ4203

Have tier 2 case opened but growing frustrated with lack of not getting a real solution to the issue. Shouldn’t be difficult to get answer on where and when to take the phone back for another look at it or if they will let me ship it back

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Answer 6

Jun 4, 2018 8:13 PM in response to Coyote12

Well, again, there is nothing we can do for you here. We are users just like you.

Best of luck,

GB

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Answer 7

Coyote12 Author

Level 1

8 points

Jun 4, 2018 8:27 PM in response to gail from maine

Wasn’t looking for help, just more of PSA to beware of Apple

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Answer 8

Coyote12 Author

Level 1

8 points

Jun 4, 2018 8:44 PM in response to gail from maine

Wasn’t looking to upset the Apple moderators on this forum but looks like I have

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Answer 9

Jun 4, 2018 8:45 PM in response to Coyote12

We are not moderators. We are users just like you. We volunteer our time here.

GB

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Answer 10

ChrisJ4203

Level 10

230,347 points

Jun 4, 2018 8:48 PM in response to Coyote12

I can understand your frustration, however there isn't anything that anyone here can do to help. You have to deal with Apple, so long as you have case open with Apple.

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warranty issue at Apple store

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