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6 posts

Wannabe Geek
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Topic # 223005 7-Sep-2017 15:38
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Hi guys,

 

Long time lurker, first time poster ;)

 

I have an iPhone 6s that I had received as a replacement due to my previous devices having battery issues. It was last replaced in October 2016 at an Apple Authorised Service Provider in Auckland.

 

This replacement device had solved the battery issue but 2 months later it began to do weird things where it sometimes randomly reboot to the Apple logo and not turn back on (this has only happened around 10-15 times but was quite frustrating whenever it occurs). Also for the past few months the battery has been draining rapidly and would not last for more than half a day so I finally decided to get it sorted with Apple.

 

Now my phone is out of it’s 1 Year Apple warranty but given my past set of issues with this device, Apple agreed to cover the expenses and repair for free.

 

I took it to the same Authorised Service Provider who had replaced my device last year. The night before I visited the Authorised Service Provider, the phone did the same thing again where it acted up and went to a blank screen. I decided not to do anything and I can show the same issue that I was facing to the store staff. Next day morning I took the iPhone to the my nearest Apple Authorised Service Provider and after showing the issue the phone was accepted for service.

 

Here’s where things go wrong...

 

The next day I was informed the technician had found “Non-Apple parts” fitted in the phone hence I would have to pay an out of warranty replacement fee of $599. I knew straight away this could not be true and I immediately called up the store and got through to the repair technician who assessed my phone. He claimed it was very obvious that the device had a 3rd party screen on it and they couldn’t do much except for me to pay and get a replacement device.

 

After speaking to my Apple Senior Advisor in charge of my case, he was quite understanding and suggested I speak to the store manager and make sure it was not incorrectly assessed. I called the Authorised Service Provider and the manager picked up the phone. He mentioned that the repair technician now has a small doubt and thinks there is a rare manufacturing defect that is causing their testing to fail and think that the device has a non-Apple screen on it. Therefore he suggested the store will send it to the Apple Repair Centre and get a second opinion. I agreed to this in hopes this was an error on their side but 1 week later, the repair centre claimed the same thing - “Apple Repair Agent have found Non-Apple Display fitted to device”.

 

I know it’s very hard to believe after 2 opinions from Apple qualified technicians but I know my phone very well and it has been taken very good care of. There is not even a single scratch on the entire phone including the screen and since the time I had received this replacement iPhone 6s till the time I gave it back to the Authorised Service Provider I am very confident that it had never been opened/repaired by anyone including myself.

 

It’s been 2 weeks and I’ve been escalated to various people at AppleCare (Senior Advisors, Customer Relations) but nobody is willing to believe me nor help.

 

I’m about to give up but thought I’d post and see if there’s anything else you I could do.

 

 

 

TLDR; I’m having problems with my iPhone 6s and Apple is claiming that my iPhone has a Non-Apple display installed. This was a replacement phone I received from Apple via the Authorised Service Provider and as the only careful owner of this phone, I know my phone very well and do not believe this is true (and even in the rare event it did have a Non-Apple display, I strongly believe this must have happened either before I took ownership of this phone or after I sent it in for repairs).


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2801 posts

Uber Geek
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  Reply # 1860381 7-Sep-2017 15:48
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With the 6s models, and now the 7 as well, the display is held down with adhesive.

 

The easiest giveaway that one of those models has had a 3rd party screen replacement, or even been opened by a 3rd party, is that the adhesive is gone, or not complete.

 

We've never seen a 3rd party put new adhesive on one of those models, but an AASP would, and we do if we have to open one up.

 

Did they mention anything about the adhesive?

 

Could someone else have broken the display and got it replaced without you noticing?

 

Believe it or not we have seen this a few times.





xpd

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  Reply # 1860386 7-Sep-2017 16:00
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The store who said it was a 3rd party screen, wasnt in Takapuna by any chance.... 

 

My last job, I had staff member give me their 3 month old iPhone as it had a fault, took it to the local Apple authorized store, got told it had 3rd party components installed so not covered. They would'nt tell me what components. I contacted Vodaofne who the phone was purchased from, and they had no issues getting it sorted. 

 

 





XPD^ / @DemiseNZ / Gavin

 

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  Reply # 1860388 7-Sep-2017 16:04
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Were you supplied with a refurbished phone originally by Apple, after you had the battery problems? If so, how would you know as a consumer, if that had been fitted with another screen, that possibily may not match the codes?  Was the actual replacement an authorised Apple replacement that APple sent you, or one provided by the dealer? This is one fear I have with refurbished replacements, instead of getting a new replacement, because you don't really know what has been done to it.

 

Also is the test they are doing, a software test on the hardware, that is detecting this. Or are they physically looking at the phone and can see it has had the screen replaced?  Maybe they need to supply you with photos of why they are detecting it as a non apple screen. As could be refurbished, how do you know that a refurbished phone won't perform differently with these tests, if it has had parts swapped in it?




6 posts

Wannabe Geek
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  Reply # 1860389 7-Sep-2017 16:04
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@CYaBro:

 

Thanks for your prompt response.

 

Yeah I was talking to one of my friends who lives overseas and he was telling me something about the adhesive. The problem is they aren't willing to reveal much information as it's "confidential".

 

I know what you mean but I am very sure my phone hadn't been opened. It's always been with me and even if someone was using it, it was always within my sight. The only time is when I’m sleeping but even then I know my family wouldn’t have done it.




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Wannabe Geek
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  Reply # 1860392 7-Sep-2017 16:05
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@xpd

 

Yep it was in Takapuna. When was this?


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Uber Geek
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  Reply # 1860396 7-Sep-2017 16:06
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vas96:

 

 

 

Yeah I was talking to one of my friends who lives overseas and he was telling me something about the adhesive. The problem is they aren't willing to reveal much information as it's "confidential".

 

 

 

 

 

 

But you own the device. Why would it be confidential, as it is for YOUR device

 

 

 

IMO, go back to the retailer to sort this out.


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Uber Geek
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  Reply # 1860399 7-Sep-2017 16:10
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vas96:

 

@CYaBro:

 

Thanks for your prompt response.

 

Yeah I was talking to one of my friends who lives overseas and he was telling me something about the adhesive. The problem is they aren't willing to reveal much information as it's "confidential".

 

I know what you mean but I am very sure my phone hadn't been opened. It's always been with me and even if someone was using it, it was always within my sight. The only time is when I’m sleeping but even then I know my family wouldn’t have done it.

 

 

 

 

Well I would keep on at Apple customer support then, tell them you aren't happy that you're being called a liar, and you know 100% that the display was never replaced by you, since you got it as a replacement from the AASP.

 

Can you get me the serial or IMEI from your iPhone?

 

I'm curious to look it up in Apple's system and see if I can see what's going on with it.





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  Reply # 1860401 7-Sep-2017 16:13
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If you really think you're in the right, go to Disputes.

 

Take all your paperwork etc and go from there.


375 posts

Ultimate Geek
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  Reply # 1860418 7-Sep-2017 16:27
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Cut to the chase. The problem is you've been supplied a phone with bogus parts fitted. Take it back with your new "evidence" and demand replacement/refund. If it is the same service centre who supplied the phone and are rejecting the wty then it is an own-goal on their part, and not your responsibility.

 

 

 

 




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Wannabe Geek
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  Reply # 1860425 7-Sep-2017 16:36
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@mattwnz:

 

The Authorised Service Provider gave me a new iPhone and they claimed it was a replacement from Apple. It looked new but I guess it was refurbished.

 

They didn't provide any information on their testing and just said they suspect it has a Non-Apple screen installed. They said they cannot reveal much information because they don't want others to know about how Apple technicians assess the device. I can kind of understand their point and I did speak to my Apple Senior Advisor about this but he said if they provide this information it could be used by others for the wrong reasons (e.g. improving a non-Apple screen etc.).

 

The phone was initially purchased back in Australia but it was replaced by the Authorised Service Provider in New Zealand whilst under Apple warranty.


Banana?
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  Reply # 1860426 7-Sep-2017 16:40
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Pretty sure iPhones have a 2 year warranty as well.

 

 


xpd

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  Reply # 1860445 7-Sep-2017 16:54
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vas96:

 

@xpd

 

Yep it was in Takapuna. When was this?

 

 

 

 

Would've been about this time last year.





XPD^ / @DemiseNZ / Gavin

 

Internet : Voyager (VDSL)         Mobile : 2Degrees

 

Data Backed up by Backblaze

 

xpd.co.nz




6 posts

Wannabe Geek
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  Reply # 1860448 7-Sep-2017 16:58
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CYaBro:

 

vas96:

 

@CYaBro:

 

Thanks for your prompt response.

 

Yeah I was talking to one of my friends who lives overseas and he was telling me something about the adhesive. The problem is they aren't willing to reveal much information as it's "confidential".

 

I know what you mean but I am very sure my phone hadn't been opened. It's always been with me and even if someone was using it, it was always within my sight. The only time is when I’m sleeping but even then I know my family wouldn’t have done it.

 

 

 

 

Well I would keep on at Apple customer support then, tell them you aren't happy that you're being called a liar, and you know 100% that the display was never replaced by you, since you got it as a replacement from the AASP.

 

Can you get me the serial or IMEI from your iPhone?

 

I'm curious to look it up in Apple's system and see if I can see what's going on with it.

 

 

Have PM'ed you my serial number.

 

Trust me I have spent several hours for the past 2 weeks and tried my best talking to various people at Apple and convincing them. But every time I get escalated to a senior advisor/customer relations, they listen to my story and then say that they cannot do much as the technician has claimed it has a Non-Apple display. Out of all there was only one senior advisor who was very nice and understanding but he couldn't do much and I got escalated to Customer Relations. They don't directly say I'm lying but the way they speak clearly indicates that they don't believe me and it really upsets me. At the very end they say your only option is to accept the service and pay for the repair or deny the service.


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  Reply # 1860511 7-Sep-2017 18:54
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Based upon this there could well exist the possibility the phone does have a 3rd party screen - installed when you got the replacement phone.

 

I'd be straight to the disputes tribunal lodging action claiming they supplied you with a replacement phone that had fake parts. It's up to them to prove they didn't.

 

 


13326 posts

Uber Geek
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  Reply # 1860512 7-Sep-2017 18:57
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sbiddle:

 

Based upon this there could well exist the possibility the phone does have a 3rd party screen - installed when you got the replacement phone.

 

I'd be straight to the disputes tribunal lodging action claiming they supplied you with a replacement phone that had fake parts. It's up to them to prove they didn't.

 

 

 

 

 

 

As they purchased it in OZ, would they be covered by the DT in NZ? I mean , who do they have the contract with and are actually taking to the DT? If it is Apple, wouldn't it be Apple Australia?


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