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14 posts

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Topic # 50653 25-Nov-2009 16:12
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Hi guys, long time reader, first time poster (and you'll soon see why!)

I own a 16GB iPhone 3G

•    Purchased on 23 August 2008, MagnumMac, Dunedin
•    Apple Care protection plan purchased to extend warranty to 2 years (ends 22/08/2010)
•    Main Problem:   GPS never acquiring signal  (as of approx 3 months ago)
•    Additional (small) Problems: Dust under screen and intermittent unresponsive buttons (home and silent switch)

My iPhone had no problems until approx 3 months ago when the GPS stopped acquiring signal in any app (Maps, Speedbox, Geocaching etc etc) no matter how long I left it in any location (eg afer 1 hour still searching) Tested in multiple locations, Invercargill, Gore, Dunedin, Nelson all in wide open spaces. Wifi On/Off, 3G On/Off, Flight Mode On/Off
I did a full Restore in iTunes with still the same problem.

I rang the apple helpline on 00800 7666 7666 and got a case number etc relating to my problems

I then sent the phone straight to Mobile Fone Repair (as I live 2 hours away from the nearest Vodafone agent (I ran Vodafone iPhone support to check this would be ok)

I then rang MFR to get their address and explained my problem the receptionist explained how they examine and then replace if covered under warranty (no fixing) and quoted an estimated 24-48hour turn around

Sent the phone on Monday 2nd November (received Tuesday 3rd 7.42am)

No contact by Friday so rang wondering where iPhone was, still hadn't been looked at. Receptionist thought replacement would be sent Saturday, arrive Monday (I wish!!)

Rang on Monday (no iPhone in mail) was told on visual inspection there was a screw missing from bottom of iPhone, therefore not covered under warranty.

I was astounded as I have always babied my phone, and have had BodyGuardz skin on since day 1 (e.g not a scratch on it, apart from where the skin didn't cover) I had just removed the Bodyguardz the night before sending it off and had polished it up like a new phone (I thought I would of noticed if a screw was missing(!))

They said 'it’s not their problem, if your disputing it, talk to apple'. I rang apple on 00800 7666 7666 and talked to approx 5 different agents who each wanted time to read over my case (which got longer day by day) and promised to ring me back within x hours. Only once did I receive a return phone call.

I received a quote from MFR for $416.30 for a replacement

I talked to MFR again at some point (sorry, its been 3weeks+ now so details are getting hazy) who said they sent their report, along with a photo to apple engineers who supposedly looked at it and declined again.

I still couldn’t believe the reasoning so requested this report, along with the photo(s). They weren’t sent so I rang 2 days later and requested again. I finally received 1 photograph of a close up of the dust under the screen

I received an edited report with the photograph which included the phrase "Impact damaged" whereas the original quote for replacement had no mention of this.

I did not believe my phone was impact damaged(!) so asked to escalate the matter onto someone higher at apple. I eventually talked to one Customer Relations agent who offered a 40% decrease in the quote cost. I fully believe my phone is covered under warranty so declined and asked to talk to someone else.

I received a phone call from another agent who has since been working 'with' me to fix the problem. She has since been in contact with MFR directly and received an email from the Customer Services Manager. In a later phone conversation she pointed out to me that in that email contained the phrase ‘obvious evidence the phone had been opened’. I couldn’t believe what I was hearing. It has NEVER had the screws even touched!

I was then contacted again by the Apple agent who had received a second photograph assumedly of the bottom of my iPhone as she explained how she had “never seen an iPhone like this” referring to the multiple small scratches around the dock connector port from inserting the USB plug every night for ~380days, the missing screw(!) and a small ballpoint pen tip sized indent on the opposite side to the missing screw.

I have not dropped my iPhone and I do not know how this small indent has appeared but do not believe it is from dropping it. The photos make it look a lot worse than in real life, I polished the phone for approx 30 minutes before I sent it off and in that time didn't even notice it.

I have since been astounded again today, to find my broken iPhone sitting in my mailbox, returned by MFR after Not requesting any such thing to happen

Basically I believe my iPhone IS covered under warranty but no one wants to know. All I want to know is what you guys would do about it, and who would you contact.

And sorry about the long write up :S

Pictures taken today 25th Nov 2009 (iPhone in very good condition for 15 months)
High Res pictures available


Not a Scratch on it.


The missing screw(!) which I can't understand how it fell out, the dusty bottom (I am a farmer) and the small indent above the right hand speaker grille






Scratched up bottom from insterting the metal(!) dock connector


The Dust under the screen








Photo supplied by MRF of the dust under the screen..

Congrats, you made it to the bottom :P :S

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BDFL - Memuneh
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  Reply # 276243 25-Nov-2009 16:28
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Sorry to hear all this.. But ARGHHH MY EYES - GIANT PICTURES!

(seriously people, please resize your images or we remove them)






14 posts

Geek


  Reply # 276250 25-Nov-2009 16:48
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freitasm: Sorry to hear all this.. But ARGHHH MY EYES - GIANT PICTURES!

(seriously people, please resize your images or we remove them)


:S Sorry freitasm, I had resized them down from 8MP, thought I had shrunk them enough, but obviously not. Shrunk them down a bit more now

 
 
 
 


Ham

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  Reply # 276299 25-Nov-2009 20:31
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It does look like someones had a go at pulling it apart..

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Master Geek
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  Reply # 277124 27-Nov-2009 23:25
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sorry to hear you've been refused a replacement, stupid question but have you checked the S.No. to make sure it's your ph

my Iphone's home button stopped working it looked worse than yours with cracks in the body a particularly large crack ruining from the power connector about 10mm up the back of the phone, cracks around the volume control and even a piece of the plastic body was missing in between the sim card slot and the top button. it had fallen off due to cracking in that area

out of warranty and no apple care
I was expecting I fight on my hands and impact damage blamed for the state of my iphone.

I also called apple described the fault and cracking got escalated upstream mentioned how i'd read reports of cracking on apples iphone forums talked about how great the phone is and how disappointed I was , Apple said it shouldn't have failed so soon and was given a case number authorizing replacement
to cut a long story short took my iphone to mobilefone repairs iphone was checked and I had a replacement that same day

incidentally if your ph is lost or stolen you can kiss your apple care goodbye it's not transferable





14 posts

Geek


  Reply # 279288 4-Dec-2009 12:20
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Hi guys,

Just thought I'd let you know of the advancements, and the final conclusion to my run-around. After not getting anywhere with the customer relations managers at the apple helpdesk, I thought to myself 'who higher at apple could I contact?' I did a quick google of 'Steve Jobs direct email', and found an email address 'sjobs (at) apple (dot) com. which others on the net had had results from. Wrote a frank email to 'him' asking for him to fix the problem. I was contacted 4hours later by Janine Beach, in the Apple Australia Executive Relations department. I told her my story, and within 24hours she returned with another phone call apologising for the run around, and finally offering a replacement.

Finally!

Off to send my broken iPhone back to MFR for the replacement.



97 posts

Master Geek
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  Reply # 279310 4-Dec-2009 13:26
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That's great news well done

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