Need Help and advice ASAP

easyrider

easyrider

easyrider

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I sent my Iphone 6 off for a battery swap and 2 days later it was returned with new battery. Impressed.

I mentioned this to my sister. She sent her Iphone 6 off for battery swap and received an email 24 hours later that the repair was on hold due to a crack....


Well here's the thing. I wiped the phone for her, packed it in the apple return packaging and the phone was immaculate after I removed the screen protector and case.

This is the pic Apple sent

XFr1SIF.jpg


An out of focus gaping whole in the chassis...

This is not my sisters phone....and if it is its not what I sent off...Either the techs have damaged the phone on opening it to replace the battery or its a different phone.

So far...Shes in a queue waiting for apple customer service to contact tech team and report back on the status of this case.

The bill for this is £110

Anyone else sent a perfectly fine phone off to receive this BS from apple?

cheers
 
mrbazmondo said:
I'm guessing you didn't take a pic of it before sending it off. Did you have any insurance on your shipping?
Click to expand...

The shipping was provided by Apple free insured delivery.

They send you a box and a Royal mail shipping bag



Yes she has a pic of the phone before she sent it. But it just looks like any other iphone 6...
 
When Apple broke my phone doing a battery replacement (they snapped a connector ribbon) they admitted the mistake and replaced the whole phone.

Admittedly that was in-store and not posted, but I'd still expect that same level of service.
 
They have blankly refused to replace the phone . The technicians have said that's what they found when they opened the box.

I'm livid :mad:

I explained to Apple that the phone was sent in excellent condition and they don't believe me ....

Not sure what to do now...they said they will post the phone back....I've told them no....as it's not the phone I sent in...and if It is ,it wasn't like that when I sent it....


I now officially hate Apple....Terrible customer service...
 
Did you have your data on it when it was sent off? Do you know the serial number? You should be able to show its not yours if so. I guess they could copy your data over to another phone, but if the serial is different you have something you can argue against.
If it is your, and its been bent by them or in shipping, then I'd inquire about their delivery insurance.
 
mrbazmondo said:
Did you have your data on it when it was sent off? Do you know the serial number? You should be able to show its not yours if so. I guess they could copy your data over to another phone, but if the serial is different you have something you can argue against.
If it is your, and its been bent by them or in shipping, then I'd inquire about their delivery insurance.
Click to expand...

The phone was wiped prior to shipping as per Apple instructions. I think the techs have damaged it opening it.

They said the package was checked for damage and none was found. They are adamant that the phone was sent in this state.
 
Surely it's up to them to prove that it was receive that way?

Common sense would state that surely no one would send a phone in for a battery replacement in this condition?!
 
JamesM said:
Surely it's up to them to prove that it was receive that way?

Common sense would state that surely no one would send a phone in for a battery replacement in this condition?!
Click to expand...


I guess their proof is the picture they sent...I think Apple are either covering up for a damaged chassis when changing the battery.

Either that or there is an admin error the phone got mixed up and they think i'm trying to pull a fast one...

Either way it stinks
 
Honestly there’s no way this was done during repair - the company is incredibly lax about having to swap devices for damage during repair , it just wouldn’t be an issue.

I assume it was posted in via ups? Would be worth having the device back and contacting ups to claim for damage in transit assuming you packed it right.
 
Alpherah said:
Honestly there’s no way this was done during repair - the company is incredibly lax about having to swap devices for damage during repair , it just wouldn’t be an issue.
Click to expand...
You hear so many stories about people who have had replacement devices when they've only gone in for a battery or something simple that it does sound unusual. Apple really are renowned for their customer service. This is very odd.

Alpherah said:
I assume it was posted in via ups? Would be worth having the device back and contacting ups to claim for damage in transit assuming you packed it right.
Click to expand...
Damage in transit really does seem the most likely cause.
 
Interesting to see if it really is her phone. A courier would have to really try to break it to damage it inside suitable packaging...

Ask your sis for the original box/invoice (the network can provide this assuming contract) and make sure the IMEI matches
 
Apple provided the packaging and postal service in a special delivery pre paid package. As said, I posted mine and got my phone back in 48 hours...

I packed it the exactly same way...same packaging...

Anyway I've asked for further proof and picture evidence...

They want to return the phone but I have refused...it can float about at Apple for as long as it takes for Apple to do the right thing.
 
mrbazmondo said:
That seems a bit of a contradiction. Or do you mean the packaging had no damage?
Click to expand...


They said the packaging was checked for damage when it was delivered to them. They said they found none.

They said the only explanation was that the damaged phone was packed by me and sent to them.

I said I didn't pack a damaged phone for a battery swap...Apple dont believe me.

They haven't said this in plain English they have just said they will post the phone back or I can get it repaired for £110

I said There was no repair needed just a battery swap as the phone I sent didn't have a gaping hole in the chassis.
 
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