Bloody iPhone

AdrianF (Adrian) · #1 01-10-2012, 09:12 PM

While I am in a grumbling mood. I got myself an iPhone 4S a few months ago on a Telstra plan. In the last few weeks the ear speaker stopped working then the headphone jack stopped working and then the on/off button stopped working. Took it to Telstra shop who told me a software update will fix, yeah right. Going to take it in to Telstra tomorrow after work and demand to get it fixed or replaced.
Grumble mood off

Adrian

Russ59 · #2 01-10-2012, 09:23 PM

I can almost certainly say you will not get it replaced in-store. It will be sent away for repair and you will be provided with a replacement if it is deemed a faulty unit. T-Life (Telstra Shop) policies are that no replacement iPhones are provided "on the spot" even if purchased from their stores. However if it was purchased from an Apple Store, you would receive a replacement on the spot. I have been through this with 2 iPhones for family members in 2 years. I have taken the Telstra store to the TIO and this iPhone policy is unique to Telstra stores. It will be in the fine print... somewhere.

My understanding is that Apple apply strict replacement rules for dealers such as Telstra.

Anyway, they are obliged to provide a "loan" phone while your iPhone is sent away for inspection.

Shamrocker (Aidan) · #3 01-10-2012, 09:39 PM

My wife had issues with iPhone purchased on a Telstra contract and she brought it back to apple store and it was replaced on the spot.i think the warranty was with apple.

PCH (Paul) · #4 01-10-2012, 09:49 PM

+1 for me for replacement

The store I bought from politely advised me to make an appointment at the city Apple store, which I did. Once there, the Apple guy simply asked what I would like him to do about it. A replacement was no problem at all. That was great service I thought, although it was just a bit of a fag having to wait a few days for my appointed time, then to meander my way into the city to actually do it. But other than that, first class

MrB (Simon) · #5 02-10-2012, 12:24 AM

I got my 3GS from 3, but took it to an Apple store when it died after about 15 months.
The guy at the store asked me what the problem was, I told him the alarm went in the morning then it died, dead. Totaly.
Nothing would revive it.
He plugged it into his PC via USB and agreed with me.

He walked out the back and returned with a brand new one in the box, put my SIM card in it to check it worked ok, then sent me on my way.

The phone had been out-of-warranty for months.

ourkind (Carlos) · #6 02-10-2012, 01:28 AM

Dropped iphone4 and cracked the screen, Optus store where I bought it said "blah blah blah wait a few weeks while we get it checked out" (meanwhile keep paying insurance premiums) I said NO! ...

So instead walked into the Apple Store made an appointment for the following day and had my iphone replaced there and then! I was left speechless.

Called Optus and cancelled my mobile phone insurance.

Steffen · #7 02-10-2012, 02:42 AM

I agree with the sentiments about the customer service at Apple Stores, I had at numerous encounters over the years nothing but excellent service. When in doubt they will always side with the customer.

However, even with 17 Apple Stores in Australia a large number of customers won't be living within driving distance of one. I'm not sure what to recommend to those people, but I bet calling Apple at 133622 will yield better results than dealing with mobile carriers or some resellers.

Also, instead of buying insurance from a carrier I'd much rather buy Apple Care for $99 and get the VIP treatment.

Cheers
Steffen.

goober (Doug) · #8 02-10-2012, 07:00 AM

Take it or send it to Apple. They will give you a new phone. They did with me, and all I had was a strange software error.

Russ59 · #9 02-10-2012, 07:18 AM

I never tried to take it to an Apple store (too far away) and simply left my iPhones with the Telstra store to replace in their own time. I've since learned that yes, the Apple stores will replace on the spot, like everyone had said. I have learnt from that one!

AdrianF (Adrian) · #10 02-10-2012, 10:26 PM

Went to apple store in Rockhampton and they sent me to Telstra.
Had a falling out with Telstra where I got the phone they offered a loan phone which I agreed to and then they couldn't find the online form I had to sign before they would give it to me. I walked out 45 minutes later with my faulty phone.

Adrian

AdrianF (Adrian) · #11 11-10-2012, 07:19 PM

When I went to Apple store in Rockhampton they didn't want to know about my faulty iPhone and told me to take it back to Telstra, after the service I got from Telstra I couldn't be bothered and was just going to to buy one out right.
I am currently in Chermside and while in the Westfield centre see Apple Store thought what can I loose its either buy or get replaced spoke to one of the staff members 20 mins later walked out with a free replacement phone.

LUV Apple

Adrian

Octane (Humayun) · #12 11-10-2012, 07:24 PM

h

Barrykgerdes · #13 11-10-2012, 07:44 PM

That is an extremely good policy. If the customer is unhappy don't argue, give him another and thank him/her for letting you be of service. Creates more goodwill than any other form of advertising. Apple will surely know this and if I was the Apple rep. I would be looking for a replacement outlet in Rocky.

Barry

AdrianF (Adrian) · #14 12-10-2012, 08:51 AM

I am very happy with the service from Apple store. The rep apologised for the faulty phone and promised to have me out the door with a new phone in 5 mins, it took 6 and he apologised for the extra minute. Maybe other phone stores can take a lesson from Apple Stores
I had to wait 15 mins for a appointment with one of their techs.

Adrian

mozzie (Peter) · #15 12-10-2012, 06:25 PM

great outcome adrian....that is how service should be.

tlgerdes (Trevor) · #16 12-10-2012, 09:26 PM

Quote:

Originally Posted by AdrianF

I am very happy with the service from Apple store. The rep apologised for the faulty phone and promised to have me out the door with a new phone in 5 mins, it took 6 and he apologised for the extra minute.
Adrian

The only way it could have been better............

The rep apologised for the faulty phone and promised to have me out the door with a new iPhone 5 in mins

mithrandir (Andrew) · #17 12-10-2012, 09:54 PM

Quote:

Originally Posted by tlgerdes

The only way it could have been better............

The rep apologised for the faulty phone and promised to have me out the door with a new iPhone 5 in mins

Given the relative prices and wait time for iPhone5s that's not going to happen.

SWMBO is getting the hang of her i5. Today she got it to talk to her car over Bluetooth. Now she can both answer and make calls without taking the phone out of her handbag.

AdrianF (Adrian) · #18 13-10-2012, 09:23 AM

Wife got an iPhone5 a week ago still trying to prise it out of her hand so I can look at it

Adrian

Irish stargazer (John) · #19 13-10-2012, 12:50 PM

I had an issue with my first iPad 2 after a few months. The touchscreen became unresponsive and it would start typing and opening apps by itself (possessed iPad

).
I took it back to the Apple store as as luck would have it, it worked flawlessly when I turned it on in the store. Boy did I look silly

. Regardless, they offered to replace the unit which they did without question.