jlivengo
05-11-2009, 08:44 PM
I have a 1st generation iphone (4gb) with a dead band on the bottom of the touch screen. Basically all the buttons on the bottom (phone, safari, ipod, mail) won't work. I've read about other iphones having the same problem, sometime in different areas on the phone. The phone is less than 2 years old but I'm out of warranty. There is an article (TS1827) that people have referenced to have their out of warranty phone replace however Apple is claiming this is only for a specific serial # range and my phone is not within that range.
Their solution is for me to spend $200 to have it repaired. After complaining that it makes no sense that I have the exact same problem as documented, why should my phone be refused service based on the serial # range. Answer from Apple was that it's an internal document and they won't specify why mine is excluded.
Here is the kicker, the first person I talked to said that Apple would waive the fee and replace the phone but he had to pass me off to technical support to process the replacement. When they passed me off the tech support guy said he won't do it even though customer service said they would. After a 20 minute discussion he hung up on me.
Called back today and spoke with a different person with similar results. He said if the original conversation was documented he would honor the request but since it didn't list this under my case ID notes, he won't. After a bit of arguing (although I was polite and didn't raise my voice) he said that "maybe the iphone isn't for me". He went on to asked me if I had a “job” and that I should develop a “hobby” since he implied I didn’t. In this economic crisis Apple has the nerve to make a comment like that?
I wasn't even rude on the phone although I was persistant that my now useless iphone paper weight was a known hardware defect and should last longer than a year and 8 months. What a joke.
Any advice please? I would like to elevate this but none of the reps would elevate my call to a manager claiming "management doesn't take calls".
Their solution is for me to spend $200 to have it repaired. After complaining that it makes no sense that I have the exact same problem as documented, why should my phone be refused service based on the serial # range. Answer from Apple was that it's an internal document and they won't specify why mine is excluded.
Here is the kicker, the first person I talked to said that Apple would waive the fee and replace the phone but he had to pass me off to technical support to process the replacement. When they passed me off the tech support guy said he won't do it even though customer service said they would. After a 20 minute discussion he hung up on me.
Called back today and spoke with a different person with similar results. He said if the original conversation was documented he would honor the request but since it didn't list this under my case ID notes, he won't. After a bit of arguing (although I was polite and didn't raise my voice) he said that "maybe the iphone isn't for me". He went on to asked me if I had a “job” and that I should develop a “hobby” since he implied I didn’t. In this economic crisis Apple has the nerve to make a comment like that?
I wasn't even rude on the phone although I was persistant that my now useless iphone paper weight was a known hardware defect and should last longer than a year and 8 months. What a joke.
Any advice please? I would like to elevate this but none of the reps would elevate my call to a manager claiming "management doesn't take calls".