Complaints Email

To be fair, since Apple introduced Apple Care +(plus) all managers and staff were told that under no circumstances were they to offer any out of warranty repairs for free anymore.

I understand this additional tier of AC wasn't on sale when you had your phone, so it just looks to me like the staff are taking the words of the higher up a little too literally.
 
TheDean said:
Do you know, I genuinely considered this. Then I thought...what on earth am I doing!
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Do it. I would. My ladyfriend might not be a model, but she does have HUGE knockers. :P I'm in no doubt that if I was an iPhone user she could get it replaced for me.
 
You're right to complain. As long as you can prove that it's a manufacturing fault (it's a common problem so that's easy to argue) then your statutory rights cover you for up to six years in the UK. Our consumers laws surpass the EU 2 year minimum. :)

Bare in mind that you may have to go to court though. More hassle than it's worth? That's what Apple is banking on.
 
Ok...was randomly googling possible solutions and found this
"...none of that worked for me or my friends but i found something that does work and has worked ever since. take your iphone cable and plug it into the bottom of your phone. no need to plug into the computer. now grip the part right where it is plugged into the phone and slightly bend it up towards the screen...just a little...bam guaranteed to work!!! use at your own risk cause i'm not responsible if you break anything..."

It genuinely worked! Please do this at your own risk, I am not responsible if you break your iphone etc etc etc
 
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TheDean said:
Ok...was randomly googling possible solutions and found this
"...none of that worked for me or my friends but i found something that does work and has worked ever since. take your iphone cable and plug it into the bottom of your phone. no need to plug into the computer. now grip the part right where it is plugged into the phone and slightly bend it up towards the screen...just a little...bam guaranteed to work!!! use at your own risk cause i'm not responsible if you break anything..."

It genuinely worked! Please do this at your own risk, I am not responsible if you break your iphone etc etc etc
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This says to me you have been pressing the home button so hard that you have slowly bent the internal frame inwards!
Out of all the home buttons on phones i have changed i have never come across that, normally the button has failed due to dirt and dust getting in and grinding the internal switch till it fails.
 
UPDATE:

Sorry I haven't updated this earlier, but I wanted to wait until it was a done deal. The end result? I have a brand new iPhone, just as I wanted. It's a funny story actually. After two trips to two different Apple stores, I was getting fairly irritated as you could imagine. So I found Tim Cook's email address online, and sent him an email. I honestly wasn't expecting anything to happen. I was polite and affirmed my faith in the brand, but wanted to bring his attention to the fault and the failure of customer service at both Newcastle stores.
I didn't get a reply from him, but had a phonecall from a lady in Cork, Ireland the very next day. She was part of the Executive Relations team. She was polite, witty and said she would be speaking with an engineer to see where she could go. She came back to me within 48hrs advising the engineers had indeed sided with me, and admitted it was a common fault which they were aware of. She then put what she called an 'exception' onto my account which would show the phone as in warranty and available for brand new replacement.

Popped into the Metrocentre store last night and played dumb. It was fairly amusing to see the Genius say 'You have had this authorised directly from Tim Cook!'. Cue lots of excitement behind the bar, and him running about showing the email to everybody. Nobody had seen, or even heard of that happening before, especially where Tim is actually on the notes in Applecare.


So a bit of persistence & politeness goes a long way with Tim Cook, CEO of Apple Inc :)
 
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I highly doubt a CEO of one of the biggest companies in the world Authorised your replacement. That just would not happen.
 
Talbs13 said:
I highly doubt a CEO of one of the biggest companies in the world Authorised your replacement. That just would not happen.
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It wasn't him, it was almost certainly the woman I dealt with once to get the 2009 Mac Pro issue sorted after emailing Steve Jobs at the time.

Was it a name starting with Z by any chance? (Executive Relations EMEA)

Im pretty sure she said she was part of a dedicated team sorting things out when people email the CEO, etc.
 
Concorde Rules said:
It wasn't him, it was almost certainly the woman I dealt with once to get the 2009 Mac Pro issue sorted after emailing Steve Jobs at the time.

Was it a name starting with Z by any chance? (Executive Relations EMEA)

Im pretty sure she said she was part of a dedicated team sorting things out when people email the CEO, etc.
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No, her name began with an 'E', but exactly the same team :)
 
Talbs13 said:
I highly doubt a CEO of one of the biggest companies in the world Authorised your replacement. That just would not happen.
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Apple like to make their customers feel like they're the only person in the world. They've probably got a corporate procedure for escalated cases like this where the CEO's name is dropped in to instill that warm fuzzy feeling.

@ The OP, I do hope you found the same douche nozzle who refused you service in the first place when you went in?
 
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