Meh... Taking my iPhone back again, will it be replaced?

Forums › Apple iOS and devices › Meh... Taking my iPhone back again, will it be replaced?

tomisbetterthanu

83 posts

Master Geek

#55913 10-Jan-2010 00:49

I bought my 3GS December the 6th. Dead pixel on the screen. Took it in to get replaced and Vodafone sent it off (live in Christchurch). 6 days later I get it back. I immediately put a case on it. Bad move, because I get home to find I have loose volume buttons. I can hear it when I put the phone down (and no it's not the autofocus) and when I tap the upper left corner of the screen sometimes. The buttons move up and down in their socket and when I tap the down button it makes a click as it moves around.

It's just really annoying, I hear in oter countries in the apple stores they replace the phone on the spot for this issue. Will they in the auckland mobile phone repair? It's an out of box issue, so they should replace it and I should get a new phone not a refurb?

tomisbetterthanu

83 posts

Master Geek

#288594 10-Jan-2010 01:03

They did, but this one is a dud aswell :P

phillw

60 posts

Master Geek

#288652 10-Jan-2010 12:58

Hi tomisbetterthanu,

To try and answer a few of your questions. Most products with only be replaced with a brand new product if it is an Out of box failure and this has occurred within 7 to 14 days of owning the product (depending on the individual store policy). Did you report the failure to the store within 7 days or log a case with AppleCare's support line?

I would say again your phone would be sent off to Mobilefone Repair for replacement with a refurbished one as per warranty.
You are right when you say the Apple Store's in the US replace them straight away and on the spot, however this is because the Apple Stores keep stock of Service Replacement iPod's and iPhone's so they can provide this sort of service. You are still at the end of the day receiving a refurbished iPhone it just doesn't seem like it. You one of then sent back for fixing and dispatched into the field again.

I defiantly understand how frustrating it can be to have a brand new product you spent a lot of money on have all these failures within such a short time, but as I said most stores have a 7-14 day policy. E.g. I purchased a printer from Noel Leeming one it failed on the 14th day, I called them and them to report the issue and then went in later that day and received a brand new one off the shelf. If I reported that say after 20 days they would have had to have sent off for me to the service agent.

Hope this info clears some things up for you.

tomisbetterthanu

83 posts

Master Geek

#288655 10-Jan-2010 13:16

Damn, I wish apple would just lighten up on the rules and let Vodafone do replacements :(

I geuss a refurbished phone would definately have no faults in it if they have inspected it. But it's not the same paying $1000 for a phone that someone else has held. Are all the refurbished phones ones that have been sent back with faults?

tomisbetterthanu

83 posts

Master Geek

#288657 10-Jan-2010 13:18

Also, is it possible For then to just repair it? As it is just the buttons not something like a dead pixel couldn't they just fit new ones in?

phillw

60 posts

Master Geek

#288663 10-Jan-2010 13:36

Hi again,

Refurbished phones are generally a nice way to go because of the rigorous quality control testing they go through before being released into the field again. Unfortunately there can always be some human error which results in a scenario like yours.
We never know what the history of the particular phone is, in the warranty Terms and Conditions though apple reserved the right to used refurbished parts or brand new parts - so depending on stock I guess it would depend on weither you get a refurbished on or new one. Remember the replacement you get always has brand new outside casing and screen etc - it's just the internal components that could be refused.

No it's not possible for Mobilefone Repair to fix it to my understanding if they work under the some repair process as us Apple Authorized Service Providers - what they do is confirm the fault, confirm it's not software related and perhaps carrier related, confirm there is no liquid or physical damage and then order a replacement whole unit. They do not do component level repair just like we don't do component level repair on iPod's we just order a replacement and send the faulty one back to Apple.

tomisbetterthanu

83 posts

Master Geek

#288665 10-Jan-2010 13:42

I see, then it's fine as long as I don't get one with a shortened battery

tomisbetterthanu

83 posts

Master Geek

#288666 10-Jan-2010 13:43

Also, my brother got one at the same time as me and last week it just stopped turning on. Nothing. Couldn't even get to the apple logo. Will he get a refurb aswell?

phillw

60 posts

Master Geek

#288668 10-Jan-2010 13:51

I am unsure on the battery policy but I am sure they wouldn't be silly enough to send out one that is nearly consumed, there will be some sort of acceptable limit for the battery.
Yes if your brother sends it off for repair it will follow the warranty process set out in the terms and conditions so it will likely be a refurbished iPhone again.

Remember you have 90-days phone support with Apple when purchasing a new product. For that no power one you may want to call them and see if they can assist in getting it back up and running. AppleCare's number for NZ is 00800-7666-7666 and there is an iPhone support option. Call this from a landline phone as it is an international toll free but have heard of some prepay customer being charged for it before???

Alternativly you can also follow this link - http://support.apple.com/kb/TS2802#power - also check to make sure the liquid submersion indicator hasn't been activated - http://support.apple.com/kb/HT3302

tomisbetterthanu

83 posts

Master Geek

#288951 11-Jan-2010 13:31

Both of them have been sent to mobile fone repair. My older brother who went through 6 iPhone 3G's before he found one without faults said when he rang them up he asked about refurbished and they said they only gave new ones? Is he just lieing?

rossmnz

507 posts

Ultimate Geek

#288957 11-Jan-2010 13:41

Under the consumer guarantees act arent you guranteed replacement if the product fails within the expencted lifetime of the product?

Or is it try to repair before replace?

The force is strong with this one!

rscole86

4368 posts

Uber Geek

Moderator

Trusted

Lifetime subscriber

#288960 11-Jan-2010 13:56

All ipods replaced by Apple, are refurbs. There are no 'new' replacements.

The three 'R's are Repair, Replace and Refund.

rossmnz

507 posts

Ultimate Geek

#288965 11-Jan-2010 14:31

in saying that I bought a colour screen nokia in the UK which was a refurb for like $300 in the late 90s...when the same phone in NZ was like $1000 and it still works!!!

Have never had a problem with it! So....just goes to show you.....not all refurbs are bad.

However, as stated when you splurge upwards of $1000 on a bit of kit you want it pristine and untouched!

The force is strong with this one!

phillw

60 posts

Master Geek

#289042 11-Jan-2010 18:11

tomisbetterthanu: Both of them have been sent to mobile fone repair. My older brother who went through 6 iPhone 3G's before he found one without faults said when he rang them up he asked about refurbished and they said they only gave new ones? Is he just lieing?

Service providers do not know if the product they are giving you is a brand new one of refurbished inside. The exterior of the product looks like it is a brand new one and it usually has the plastic you get around a new product also. However if you receive a replacement product it is usually refurbished and not brand new. The only time if would be brand new is if they had no stock of refurbished ones - but this is unlikely.

trossmnz : in saying that I bought a colour screen nokia in the UK which was a refurb for like $300 in the late 90s...when the same phone in NZ was like $1000 and it still works!!! Have never had a problem with it! So....just goes to show you.....not all refurbs are bad. However, as stated when you splurge upwards of $1000 on a bit of kit you want it pristine and untouched!

Correct most refurbished product will go through a more vigorous quality control test to ensure they are up to standard when sending them out again. And you can get some good deals on refurbished products - some will even come with a full 1 year warranty.