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Apple Mobile Products: iPhone, iPad, iPod
iPhone Hardware and Accessories
Apple sent wrong iPhone to me!
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<blockquote data-quote="lschwarcz" data-source="post: 1311317" data-attributes="member: 216926"><p><strong>Solved!</strong></p><p></p><p></p><p></p><p>Well, the saga is over! After being brushed off both on the phone and at the Apple store I went back down on Sat and spoke with the store manager. I explained that from my perspective I don't care what's wrong with the phone. All I care about is that I bought a new iPhone with the AppleCare+ warranty and I couldn't activate it. Whether the issue is a defective chip, connector, circuit board, port or just a configuration issue, I should be covered under the Apple warranty. And, it shouldn't matter if I bought the phone on the website or any local Apple store.</p><p></p><p>In the end the manager did a return of the phone I had received at full price and sold me a new one at full price (along with the AppleCare+ warranty). </p><p></p><p>So, I ended up walking out the door with another new working iPhone! Although my wife missed the whole new iPhone/out-of-the-box on release day experience she now has a working phone and it's only a day late.</p><p></p><p>I understand the point of the store that this really was a situation that was out of their control I’m still left with a bit of a sour taste for the customer service I experienced from Apple over this. Apple is supposed to be the leader in customer service and quality products. While every company out there occasionally will make a mistake how they handle it is what separates the great companies from the merely good ones (Hello Cisco!). </p><p></p><p>For Apple, this is strike two (strike one is how they handle deleting or merging Apple IDs but that’s a whole separate topic for a different thread).</p><p></p><p>And, in defense of this local Apple store (Los Gatos, CA) when I got turned down for any solution on Friday I did not get to speak with the store manager. I only got to talk with some higher level associates (or whatever Apple calls the sales staff). So, I’d like to publicly give thanks to Mark Macsurak, the Los Gatos Apple Store manager who worked to find a solution on Sat and had me leaving the store with a working iPhone!</p><p></p><p>And thanks to everyone here for their support and suggestions! Hopefully everyone else who’s having issues gets them resolved quickly!</p><p></p><p>Larry.</p></blockquote><p></p>
[QUOTE="lschwarcz, post: 1311317, member: 216926"] [b]Solved![/b] Well, the saga is over! After being brushed off both on the phone and at the Apple store I went back down on Sat and spoke with the store manager. I explained that from my perspective I don't care what's wrong with the phone. All I care about is that I bought a new iPhone with the AppleCare+ warranty and I couldn't activate it. Whether the issue is a defective chip, connector, circuit board, port or just a configuration issue, I should be covered under the Apple warranty. And, it shouldn't matter if I bought the phone on the website or any local Apple store. In the end the manager did a return of the phone I had received at full price and sold me a new one at full price (along with the AppleCare+ warranty). So, I ended up walking out the door with another new working iPhone! Although my wife missed the whole new iPhone/out-of-the-box on release day experience she now has a working phone and it's only a day late. I understand the point of the store that this really was a situation that was out of their control I’m still left with a bit of a sour taste for the customer service I experienced from Apple over this. Apple is supposed to be the leader in customer service and quality products. While every company out there occasionally will make a mistake how they handle it is what separates the great companies from the merely good ones (Hello Cisco!). For Apple, this is strike two (strike one is how they handle deleting or merging Apple IDs but that’s a whole separate topic for a different thread). And, in defense of this local Apple store (Los Gatos, CA) when I got turned down for any solution on Friday I did not get to speak with the store manager. I only got to talk with some higher level associates (or whatever Apple calls the sales staff). So, I’d like to publicly give thanks to Mark Macsurak, the Los Gatos Apple Store manager who worked to find a solution on Sat and had me leaving the store with a working iPhone! And thanks to everyone here for their support and suggestions! Hopefully everyone else who’s having issues gets them resolved quickly! Larry. [/QUOTE]
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Apple Mobile Products: iPhone, iPad, iPod
iPhone Hardware and Accessories
Apple sent wrong iPhone to me!
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