Customer support with Apple and Carphone warehouse

Customer support with Apple and Carphone warehouse

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Discussion

thesheephair

Original Poster:

77 posts

195 months

Wednesday 2nd April 2008
quotequote all
Dad bought the iphone to show customers what we where giving away for orders over £500 etc etc

So he bought it in December, didnt bother acitivating it or anything as he didnt need to use the iphone itself, just to show it to customers. So it was rarely turned on.(he didint jailbreak or acitivate it illegally or anything)

He gave it to me on Monday, i put it in the dock loaded up itunes, was about to acitvate it through itunes, but was called for dinner, went downstairs come upstairs to a stupidly hot ihpone thats roasting hot, the back plastic has melted a bit and the glass screen has cracked :O what the helll, take it of the dock and let it cool down.

I took it to apple, they say, due to the fact it hasnt been activated we cant do anything about it. ok hmmmmm no where did it say when i bought it that activation would lead to a warranty.

Took it to carphone warehouse, they said its cosmetic damage we cant do anything about it. which obviously i didnt do as it isn't my responsibility to chase manufacturers!

Took it back to apple and they said we cant do anything, you have to take it up with apple care. right hmmmm so i rang them there and spoke to a superivsor who asked for piccys, so i sent them to his email and he passed them on to the engineer, he said there would be a reply on either tuesday or wednesday! and he would call me ok mateyyy.

After a good 2 hours of research to where i stood i looked up trading standards, looked at consumer direct, read 02, apple, and cpw terms and conditions all of which backed me up.

After ringing again applecare again asked to see the supervisor straight away, i explained the whole story to him again. I mentioned how my business will not be looking to buy any of the iphones for our 40 odd customers if it was going to cause this much trouble. to which he says he will get in contact with HQ "the big bosses" to find out where to send the broken phone. And he would ring me back immediately
`
Then what will happen is they will send a brand new boxed iphone, i will take that, put the screwed phone in the box and send it back to apple.

So where do i stand at the moment? i am waiting for a call tommorow to which the superior will say that the new iphone has been dispatched.

What annoyed me the most? Carphone warehouse's opinion that it was cosmetic damage and they wont do anything about it, which i told him was rubbish as it was only opinion and you didnt know for fact that it was actually damaged from the inside







Edited by thesheephair on Wednesday 2nd April 21:35


Edited by thesheephair on Wednesday 2nd April 21:35


Edited by thesheephair on Wednesday 2nd April 21:46


Edited by thesheephair on Wednesday 2nd April 21:55

mattley

3,024 posts

221 months

Wednesday 2nd April 2008
quotequote all
Those pics are embeded from your gmail account, so we can't see 'em.

I recon it'll all go to plan tommorow, but it is appaling that one should have to get the runaround first.

bobthemonkey

3,820 posts

215 months

Wednesday 2nd April 2008
quotequote all
Apple care may take some time, but they have always been good with me and I would expect them to replace the product. With something like this it may be taking some time as it seems pretty spectacular, what with the melting and all. A gentle reminder by telephone will help.

This has happened before,
http://www.engadget.com/2008/03/12/ipod-touch-burn...
http://www.engadget.com/2008/03/15/another-ipod-to...

Apparently, this email address works steve.jobs@apple.com.

Edited by bobthemonkey on Wednesday 2nd April 21:51

ehyouwhat

4,606 posts

217 months

Wednesday 2nd April 2008
quotequote all
Again, for the second time in the last hour, I have to report a positive experience of a company. This time it was a friend rather than myself - he dropped his iPhone and it stopped working (would not power up). He contacted Apple Care, told them the unit had suddenly stopped working, and was told a courier would be despatched with a new iPhone asap. He received the unit either the next day or the day after (I can't remember), and they took his old iPhone off him at the same time. And obviously, it being an iPhone, the new one was up, running and fully updated with numbers et al in double-quick time.

The passing of the buck in your case doesn't sound ideal, but I suspect Apple Care will take care of everything now that they've said they will.

thesheephair

Original Poster:

77 posts

195 months

Thursday 3rd April 2008
quotequote all
indeed, if i was out my house could have burned down !

Logan05

2 posts

191 months

Thursday 3rd April 2008
quotequote all
This post is a SCAM.

The same user made a post several days ago on Macrumors claiming his father had dropped the phone cracking the screen. He was trying to get advice on how to get Apple to replace the phone for free and even suggested that he would attempt to convince them the unit had overheated resulting in a cracked screen.

Here is the link to the Macrumors post:

http://forums.macrumors.com/showthread.php?t=46325...

nightfever

914 posts

218 months

Thursday 3rd April 2008
quotequote all
This just got interesting! Care to comment, sheephair?

escargot

17,110 posts

216 months

Thursday 3rd April 2008
quotequote all
: popcorn:

kiwisr

9,335 posts

206 months

Davi

17,153 posts

219 months

Thursday 3rd April 2008
quotequote all
Logan05 said:
This post is a SCAM.

The same user made a post several days ago on Macrumors claiming his father had dropped the phone cracking the screen. He was trying to get advice on how to get Apple to replace the phone for free and even suggested that he would attempt to convince them the unit had overheated resulting in a cracked screen.

Here is the link to the Macrumors post:

http://forums.macrumors.com/showthread.php?t=46325...
Good call - I notice he also asked something about how thick the glass is on another thread.

Nice story though, break phone, try to con the manufacturer, then try to use a large forum to run down their customer support department for not jumping to your every need when you have literally defrauded them.

Hopefully your stay here will be short.


escargot

17,110 posts

216 months

Thursday 3rd April 2008
quotequote all
Oh god, someone sound the idiot alarm. We've got a live one here.

off_again

12,252 posts

233 months

Thursday 3rd April 2008
quotequote all
Interestingly it made it to Engadget:

http://www.engadget.com/2008/04/03/iphone-overheat...

hehe

anonymous-user

53 months

Thursday 3rd April 2008
quotequote all

thesheephair

Original Poster:

77 posts

195 months

Thursday 3rd April 2008
quotequote all
update : !

So he just called me saying hes sending out a freepost box, i will put my broken iphone in there, send it to them amd theyll send me a brand new iphone with a free carrying case HOWEVER THEY WILL BE INSPECTING THE PHONE INSIDE TO PROOVE THIS WAS A HARDWARE FAULT!

people are judging to quickly

Edited by thesheephair on Thursday 3rd April 15:48

AndyWoodall

2,624 posts

258 months

Thursday 3rd April 2008
quotequote all
Niiiice.

And to think I was going to post a helpful post about how best to deal with Apple.

anonymous-user

53 months

Thursday 3rd April 2008
quotequote all
thesheephair said:
update : !

So he just called me saying hes sending out a freepost box, i will put my broken iphone in there, send it to them amd theyll send me a brand new iphone with a free carrying case
I doubt it, someone on the other numerous sites you have tried this on has reported you to Apple fraud department!!

escargot

17,110 posts

216 months

Thursday 3rd April 2008
quotequote all
thesheephair said:
update : !

So he just called me saying hes sending out a freepost box, i will put my broken iphone in there, send it to them amd theyll send me a brand new iphone with a free carrying case
rofl

Thick skinned or just incredibly stupid... you decide.

james_tigerwoods

16,287 posts

196 months

Thursday 3rd April 2008
quotequote all
I wonder if Apple know about this little scam jobbie....

thesheephair

Original Poster:

77 posts

195 months

Thursday 3rd April 2008
quotequote all
i assumed it was my dad who broke my screen as he was the last one to touch it before i left it on the dock it wasnt ...

how on earth could plastic melting be from dropping it !

Edited by thesheephair on Thursday 3rd April 15:25

escargot

17,110 posts

216 months

Thursday 3rd April 2008
quotequote all
thesheephair said:
He gave it to me on Monday, i put it in the dock loaded up itunes, was about to acitvate it through itunes, but was called for dinner, went downstairs come upstairs to a stupidly hot ihpone thats roasting hot, the back plastic has melted a bit and the glass screen has cracked :O what the helll, take it of the dock and let it cool down.
then

thesheephair said:
i assumed it was my dad who broke my screen as he was the last one to touch it before i left it on the dock it wasnt ...
Keep digging lad.

Edited by escargot on Thursday 3rd April 15:24