Apple Customer Care

Vanquish-Storm

Vanquish-Storm

Vanquish-Storm

Soldato
Joined
22 Apr 2009
Posts
3,772
Location
North-West
I have noticed a lot of people on here have had their apple products exchanged under warranty by Apple.

Purely out of interest what have people had go wrong with their apple product and been able to get it exchanged or repaired.

On the flip side what have people had go wrong and been refused a repair or exchange?

EDIT:

To add my own experience to it, I have only ever had a 3GS exchanged (twice) both for the known problems they had with the damaged charging port. The first time I had to book 3 times into the "genius bar" after not being seen to on those 3 occasions I exchanged it via their online system. The 2nd time I had to do it I went straight to the online system.
 
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First IPhone 4 the speaker went in the earpiece, changed without issue and my 4S had a similar issue, the earpiece when people spoke had a metallic edge to it, bit like when you turn a set of speakers up to high. Again changed without issue.
 
Many times, but yesterday was my first out of warranty repair for a power cord that had freyed. The apple genius was great and changed it no questions asked as it was a relatively known problem.

EVERY experience I've had at a Genius Bar or when calling Apple Care has been a pleasant one, FACT.
 
Not going to go into details, but: a PowerMac G4 Cube, 8 iPod touches, 3 keyboards, 4 2011 iMacs, 4 iPhone 4Ss, 4 iPhone 5s, an iPod classic (which to be honest shouldn't have been replaced, battery problem which later revealed itself to be software). 25 products, 18 replacements.

The G4 Cube was probably just an unreliable product and the iPod touch was just due to poor design (dust under the glass which meant that the display was impossible to see in sunlight), but the rest of the issues were manufacturing faults from new.
 
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I had an issue with my old 2010 MBP 13", took it to my local reseller who took nearly a week to get it repaired and returned back to me and still didn't solve the problem. Took it to my nearest Apple store and they decided to replace it for a brand new 2011 model (including an upgrade to full Apple Care as they couldn't transfer the HE warranty in-store) for no extra charge.

Also just 3 weeks ago I had the power brick replaced as the cable was frayed to hell near the MagSafe connector, was in and out of the store in less than 5 minutes.
 
Skyboat said:
I had an issue with my old 2010 MBP 13", took it to my local reseller who took nearly a week to get it repaired and returned back to me and still didn't solve the problem. Took it to my nearest Apple store and they decided to replace it for a brand new 2011 model (including an upgrade to full Apple Care as they couldn't transfer the HE warranty in-store) for no extra charge.

Also just 3 weeks ago I had the power brick replaced as the cable was frayed to hell near the MagSafe connector, was in and out of the store in less than 5 minutes.
Click to expand...

What was the original issue with the macbook?
 
DVD drive ate my Queen CD (iMac), and I had to send it off to get it repaired.

Came back with the CD in a little sleeve and a note to say I had nice taste in music :D ha!
 
80G iPod died, they replaced with a 160G one.

iPhone won't do in line remote functions, replaced on the spot.

iPad had a 3G connection problem, couldn't recreate it instore but took my word for it and replaced on the spot.
 
I was having annoying battery issues with my 4s, took it in yesterday and they did a diagnostic on it. Although they couldn't find anything to verify the issue, I was told they can replace it on the basis of an unverified fault, and gave me a new one there and then.

There were 3 other people sat in the same area as me with iPhones and they all had replacements as well.
 
Vanquish-Storm said:
So majority so far have been rapid repair or replace on the spot. Did everyone just show up or book an appointment?
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You need to book an appointment at the Genius bar. If you turn up on the spot you will be asked to book an appointment and come back later. (I've tried it). So if you have a faulty product, book before you go in. That are strict like that.

The only time I got it replaced on the spot without an appointment was my Apple TV 2 died, they have no TV instore to test so they just replaced it with a new one for me.

Note - When I said replacement, majority of cases you get a refurb, they come out the back of the store in a brown box. The product itself is as new condition, but they are not retail box. The exception in my experience was my ATV2. My iPhone 4 that went back was 1 day old at the time and I got a brown box one. I didn't mind I get to keep the other box but it does mean my IMEI number on the box is different to that on the phone.
 
Raymond Lin said:
You need to book an appointment at the Genius bar. If you turn up on the spot you will be asked to book an appointment and come back later. (I've tried it). So if you have a faulty product, book before you go in. That are strict like that.

The only time I got it replaced on the spot without an appointment was my Apple TV 2 died, they have no TV instore to test so they just replaced it with a new one for me.

Note - When I said replacement, majority of cases you get a refurb, they come out the back of the store in a brown box. The product itself is as new condition, but they are not retail box. The exception in my experience was my ATV2. My iPhone 4 that went back was 1 day old at the time and I got a brown box one. I didn't mind I get to keep the other box but it does mean my IMEI number on the box is different to that on the phone.
Click to expand...

See I had booked an appointment but people who had not were getting seen to and I did not get dealt with. It was just before closing time at the Trafford Centre store.
 
You can try your luck on the spot and if there's no appointments they will usually see you. But if your going to be making a special journey theres no reason not to book an appointment the whole process is online and takes a couple of minutes.
 
MacBook Pro
  • Keyboard/Trackpad/Topcase
  • Optical Drive
  • Optical Drive
  • Battery
  • Graphics Card (soldered to the motherboard along with CPU)
  • Battery
  • Charger

iPhone 3GS
  • Replaced due to crack by dock-connector

iPhone 4
  • Replaced due to half-responsive home button
 
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