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238 posts

Master Geek
+1 received by user: 4


  Reply # 813707 8-May-2013 14:41
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scottr: Well, looks like they're trying to attribute the power button issue to some kind of customer fault. This will be fun.

To try to blame the customer is not good customer service. If you went into any apple store anywhere in the world, they would likely just swap it on the spot, if there is no sign of damage.

it's black so there are some nicks and dings around it. there's one on the corner by the power button, I'm figuring they're attributing the power button issue to this, although it happened months before and it's been fine, and the power button fault seems to be a common issue.

1215 posts

Uber Geek
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  Reply # 813717 8-May-2013 15:15
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Did you send it straight to apple or through the Telco? it's my experience that apple are quite reasonable about things but the repairers for the Telco's not so much.


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238 posts

Master Geek
+1 received by user: 4


  Reply # 813730 8-May-2013 15:43
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Through the telco. The reason against warranty repair was 'since there's a dent close to the power button the fault is related to that'. I doubt they even took it apart.

The dispute process is to contact apple directly, which I'll do shortly.

136 posts

Master Geek
+1 received by user: 24

  Reply # 813736 8-May-2013 15:46
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Thats pretty bad of them. There were a few chips on my phone too and I think there was one minor one near the power button.

Its a known fault and I can imagine hundreds have been sent to them with the same issue. I imagine they want you to pay the inspection fee too?

13919 posts

Uber Geek
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  Reply # 813748 8-May-2013 16:00
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They are probably playing it safe. But I think it is difficult to prove that the damage is the cause of the problem, and it may only be cosmetic anyway. This is why I always put mine in a case, just so superficial marks can't be used as a reason for the failure.

238 posts

Master Geek
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  Reply # 813782 8-May-2013 16:20
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They certainly do., and seems to have somewhat given me a run-around by telling me to contact apple directly as the guy i spoke to on the phone seemed a bit surprised they'd told me to call them.

Back to telegistics then...

238 posts

Master Geek
+1 received by user: 4


  Reply # 821390 17-May-2013 22:31
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For those interested, I ended up contacting apple directly again after no joy with telegistics, and once seeing photos off the phone they agreed the markings were not related and the power button issue was a manufacturing fault. (Thanks apple!)

There was some drama after that getting a replacement out of telegistics (they claimed apple was supplying the phone and I had to pay the service fee for the old one). That was solved quick enough with apple calling telegistics while i was on the phone and telling them whats what. (Thanks again apple!)

Unfortunately the refurb I ended up receiving from telegistics has a stuck pixel and a flaky power button as well (although not as bad as the one I returned) so I'm going to have to swap this one out as well. I can absolutely say though I will not take it back to telecom/telegistics for that and deal direct with apple instead.

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