Apple iPhone - poor customer service

mazziem

Hi

I have had an iphone for a while now but back last year I was fooled in to getting a Samsung Galaxy S2 but I absolutely hated it. So I kept on with my contract but went and purchased an iPhone 4 on pay as you go from carphone warehouse.

Within a few weeks of having it, I dropped it and cracked the back of it a bit. This did not affect the phone in any way or form.

At the end of March the phone seemed to stop working, one minute it was ok, the next it wasn’t! I was texting someone but the text went through but the next one didn’t. I still had the internet and my emails but couldn’t call or text.

I contacted Orange who put me through to the iPhone team, I did a series of re boots and tasks but nothing worked. I even had to re set the phone completely and nothing worked. They advised me to call Apple.

So I contacted Apple care who advised me they could book me in to the genius bar in Leicester. I was half way through booking and I being maybe too honest told her about the crack on the back on the phone. She outright said well your warranty is now invalid therefore we can’t do anything. I protested saying that how could something that happened 4 months ago only affect the phone now. She said it will so sorry your phone now isn’t covered! I even said to her that I would go get the back replaced and then take to store. She said no because if you do that and someone other than apple opens the phone then again your warranty was invalid. I was in a no win situation. I ended up saying ‘fine’ and hung up.

The phone was less than 12 months old how was this fair! I was going to Bristol the following day with work and needed a phone, but I didn’t have the money to buy a new one on PAYG so I had to take out another contract. I thought I would take this contract out and then argue my point with apple – possibly in hope of getting a refund or something as close as to the first phone I brought.

Whilst in Bristol the Sunday I saw an apple saw so I went in, all ready to have an argument with them to how unfair they was being to be told. It wasn’t a problem and to bring the phone in, pay for the back to replaced, which will put the phone back in warranty and they would fix the problem! I was gobsmacked! So I booked an appointment and got my phone repaired.

I have since complained to Apple who denies any call happened and that no notes were put on the account. They have said there is nothing they can do and that they can’t control my action of taking out a new contract. That was my decision. I understand that, but my point is my actions where done on the basis of the information they gave me.

In essence they aren’t interested. I have provided them with the phone number I called from, the date and the time. And they still say they cannot locate the call. I have questioned that if someone has accessed my account at the date and time I provided as surely that is proof I called in. normally large companies have a system that even if someone enters the account and no notes are put it still leaves a footprint. The lady who I spoke to wouldn’t give me this information saying she is not telling me how apple’s systems work!!!

All in all they really are not bothered, she offered me a iPod touch 8gb as compensation which is absolutely nothing in comparison to the expense it has cost me.

Overall now so far I have paid or am paying…

£30 pm for the original contract taken out.

£400 for an iPhone on pay as you go

£40 pm for a new iphone contract. Which over 24 months is £960.

Even if I sold the iPhone I am still considerably out of pocket.

I really don’t understand their logic and the fact their advisors told me wrong they won’t accept any responsibility for it. I have never had an issue with Apple and I would have never have taken out another contract if I thought my phone would have been fixed easily.

I have sold the other phone yet as I was holding on to it until I get a resolution or more of an acknowledgement from Apple.

Please help - do I have any rights on this or not. Is it literally UNLUCKY?!?!?

Marianne x

wealdroam

I don't understand why you didn't fall back to using your Samsung GS2 instead of taking out a new contract.

Apple have repaired your phone under warranty.
The warranty is in addition to your statutory rights and as such they are under no obligation to consider consequential losses if their terms do not allow for it.

Your statutory rights lie with the vender, i.e. Carphone Warehouse.
However, now that the phone is repaired it is difficult to see how they might help.

mazziem

my mum had the S2 so i had no spare phone. i took another iphone contract as i had the micro sim and i didnt think would be an easy process with apple to resolve.

Looksguywalker

mazziem wrote: »

my mum had the S2 so i had no spare phone. i took another iphone contract as i had the micro sim and i didnt think would be an easy process with apple to resolve.

What happened to your Mum's old phone?....?

CoolHotCold

First off, of course Apple won't tell you how their systems work, thats valuable information.

Secondly, it was your actions that caused you taking out another contract not Apple.

Third, what Apple said on the phone is right, you dropped it, causing accidental damage to the outside of the case, and could certainly cause damage to the internals causing a fault to develop over time.


In short, you're paying for two contracts because of your own fault. Not Apples.