Customer support with Apple and Carphone warehouse
Discussion
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
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
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
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
well as first i didnt believe that heat could crack a screen, therefore i put all blame on dad as he was the last one to touch it, after inspecting the back of the iphone i noticed that plastic was melted, so it must have been the over heating to crack the screen, whats difficult? i admit my bad on assuming my dad broke the phone, when he didnt....
hence posts wondering at what temperatures would glass crack, how i could get a replacement and not blame that it was done by accident when it turned out that it actually wasnt !
sheesh get facts right
hence posts wondering at what temperatures would glass crack, how i could get a replacement and not blame that it was done by accident when it turned out that it actually wasnt !
sheesh get facts right
Edited by thesheephair on Thursday 3rd April 15:35
1. Ofocourse you wont believe heat cant crack glass, hence why i didnt believe it myself, i straightaway assumed it was my dad who broke it as he was the last one to touch it, then i inspected the back and it had melted.
2. i guess thats upto apples engineers to open it and look at it as they will do before repairing/replacing it
people are to quick to judge
2. i guess thats upto apples engineers to open it and look at it as they will do before repairing/replacing it
people are to quick to judge
Edited by thesheephair on Thursday 3rd April 15:46
Davi said:
thesheephair said:
im not the computing nerd type, who comes across the word jailbroken everyday?
Nobody comes across the term everyday, which is why to use it you'll have had to see or read it somewhere, just like you knew about activating it. you guys are judging far too quickly
Edited by thesheephair on Thursday 3rd April 15:52
Davi said:
thesheephair said:
once the apple engineers open up the iphone and proove that it was hardware fault, this will prove that this isnt a scam !
The phone will be right infront of them!
I think it's fair to say that dropping a phone onto a hard surface then melting the case with a lighter may well introduce some faults for the apple engineers to discover.The phone will be right infront of them!
Stick it in a blender as well - they'll probably then find structural integrity failure.
Davi said:
thesheephair said:
Davi said:
thesheephair said:
once the apple engineers open up the iphone and proove that it was hardware fault, this will prove that this isnt a scam !
The phone will be right infront of them!
I think it's fair to say that dropping a phone onto a hard surface then melting the case with a lighter may well introduce some faults for the apple engineers to discover.The phone will be right infront of them!
Stick it in a blender as well - they'll probably then find structural integrity failure.
apple engineers are going to be looking inside the phone to see what went wrong!
I would laugh oh so hard if this turned out to be a design flaw
eightseventhree said:
why would it be illegal?
you have paid for the device. Its yours to do what you like with it. As long as your not defrauding the mobile phone companies for free calls etc.
You are though, the iphone strictly comes only with o2 and you must stay with that provider, going with any other im sure would be illegal as the phone isnt there to do that, also you would be breaking o2s and apples terms and conditionsyou have paid for the device. Its yours to do what you like with it. As long as your not defrauding the mobile phone companies for free calls etc.
Edited by eightseventhree on Thursday 3rd April 15:59
whoops didnt read the free calls bit, but you are still defrauding the companies
Edited by thesheephair on Thursday 3rd April 16:01
eightseventhree said:
What dropping a phone and it breaking it, is a design floor?
its never been droppeed!http://www.geeknuz.com/nuz/2007/08/iphone-overheat...
http://www.iphonebuzz.com/my-iphone-is-hot-literal...
http://deecay.blogspot.com/2007/10/overheat-on-iph...
http://www.mobilemag.com/content/100/340/C12782/
Clearly not a unique case overheating
busted for what, i admit there isnt a consistent story, thats due to i couldnt get to the bottom of it till a day later.
Straightaway i assumed my dad dropped it, heat causing glass to crack on iphone, no chance i thought,
Inspected the iphone , smelt and looked at the back, well turns out it must have been the over heating to cause this damage.
Ps - the reason there are now so many cracks is that so many "geniuses" if you will at the apple store have been prodding at the glass etc :S
Straightaway i assumed my dad dropped it, heat causing glass to crack on iphone, no chance i thought,
Inspected the iphone , smelt and looked at the back, well turns out it must have been the over heating to cause this damage.
Ps - the reason there are now so many cracks is that so many "geniuses" if you will at the apple store have been prodding at the glass etc :S
eightseventhree said:
thesheephair said:
busted for what, i admit there isnt a consistent story, thats due to i couldnt get to the bottom of it till a day later.
Straightaway i assumed my dad dropped it, heat causing glass to crack on iphone, no chance i thought,
Inspected the iphone , smelt and looked at the back, well turns out it must have been the over heating to cause this damage.
Ps - the reason there are now so many cracks is that so many "geniuses" if you will at the apple store have been prodding at the glass etc :S
smelt . . . thats what happens when u use a lighter to try change the property of metal.Straightaway i assumed my dad dropped it, heat causing glass to crack on iphone, no chance i thought,
Inspected the iphone , smelt and looked at the back, well turns out it must have been the over heating to cause this damage.
Ps - the reason there are now so many cracks is that so many "geniuses" if you will at the apple store have been prodding at the glass etc :S
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