Apples refurbished replacement policy

dan223

So I have a "genius" appointment booked tomorrow, because spots are showing up on my iPhone camera.

Now I know Apple will replace this with a white boxed iPhone, most likely refurbished. Is there a way I can request a new iPhone? If not will they refund the phone, then I could just go and buy a new one?

My father says it can't be legal to replace a product with a refurbished one, however since Apple is such a big company and are doing this all the time, I'm sure it is perfectly legal, I'm just wondering if there is any way around it.

MamaMoo_2

dan223 wrote: »

So I have a "genius" appointment booked tomorrow, because spots are showing up on my iPhone camera.

Now I know Apple will replace this with a white boxed iPhone, most likely refurbished. Is there a way I can request a new iPhone? If not will they refund the phone, then I could just go and buy a new one?

My father says it can't be legal to replace a product with a refurbished one, however since Apple is such a big company and are doing this all the time, I'm sure it is perfectly legal, I'm just wondering if there is any way around it.

You can request a refund (assuming you bought the phone from Apple directly, of course) but they are well within their rights to offer you a replacement or repair. This is, again, making the assumption that the phone isn't brand new.
You currently have a used iPhone. If Apple were to provide you with a new iPhone, this would be betterment, something you're not entitled to.
I have had my phone replaced in the past with a "refurb" one. They are as new. No scratches, no marks, and I've never had an issue with one. In fact, the guy dealing with the replacement said that quite often they are not refurbished, they are brand new, specifically made for replacement purposes, thus they don't have the accessories. Don't worry about having one of their replacement handsets, they're in perfect condition! You'd not be able to tell the difference.
Also, the replacements come with a 90 day warranty.

neilmcl

dan223 wrote: »

So I have a "genius" appointment booked tomorrow, because spots are showing up on my iPhone camera.

Now I know Apple will replace this with a white boxed iPhone, most likely refurbished. Is there a way I can request a new iPhone? If not will they refund the phone, then I could just go and buy a new one?

My father says it can't be legal to replace a product with a refurbished one, however since Apple is such a big company and are doing this all the time, I'm sure it is perfectly legal, I'm just wondering if there is any way around it.

Assuming your phone isn't brand new then why should you be entitled to a new replacement? You've enjoyed a certain amount of use out of the phone therefore you should be entitled to a like-for-like replacement, hence a refurbished model.

dan223

Thanks for your replies guys, I understand what you are saying, but a lot of companies don't work on a refurbished based policy and offer you a brand new replacement. My last iPhone got replaced because the sleep button had to be pressed very hard to operate. The phone I got replaced with looked brand new and the "genuis" told me they aren't someone else's phone that has been repaired. Later down the line the home button didn't work all the time, which got worse and worse. However this was outside of the 90 days that Apple gave, and therefore I had to repair the phone myself, hence the reason I am not keen on getting a refurbished model.

Helix

On the refurbished models they replace at least everything the user can see so all the casing and buttons, so there won't be scratches etc (if there are then you can ask for a different one). Of course they will likely replace more of the components inside too.

Many people swear by the Apple refurbished store, at least for computers as they get tested more before being sold than models straight off the production line do.

Fire_Fox

dan223 wrote: »

Thanks for your replies guys, I understand what you are saying, but a lot of companies don't work on a refurbished based policy and offer you a brand new replacement. My last iPhone got replaced because the sleep button had to be pressed very hard to operate. The phone I got replaced with looked brand new and the "genuis" told me they aren't someone else's phone that has been repaired. Later down the line the home button didn't work all the time, which got worse and worse. However this was outside of the 90 days that Apple gave, and therefore I had to repair the phone myself, hence the reason I am not keen on getting a refurbished model.

Which companies? Many mobile phones are throwaway products compared to an iPhone or top end Android. You will find for pricey media gadget many manufacturers prefer to repair or partial refund than give you a brand new product unless it's pretty much new anyway. Also don't forget Apple are both seller and retailer in your case, many times people don't buy media gadgets from the manufacturer, they use a third party.

So how long in total have you had an iPhone? They can't legally replace a handset with, say, nine months warranty remaining with a refurbished one with only a three month warranty. However they can replace an eleven month old handset with a refurbished one and give you a three month warranty.

dan223

Had issues with a sky box a while ago, we simply refused a refurbished box they gave us a brand new one. Samsung TV they failed to repair the TV correctly and gave us a new TV. Neff oven they tried repairing a few times, got a brand new oven. If Apple tried to repair my iPhone, I wouldn't have such an issue, as its my phone, I know how its been looked after, compared to another phone that may have had something much more serious wrong with it or wasn't looked after as well, that has been repaired.

I have had the phone since about October, so I believe my existing warranty will be used instead of the 90 days they offer otherwise.

SuperHan

The refurbed iPhones are recased, so look as brand new, it's just the internal components may have been ex-repair. You still get exactly the same warranty (with a minimum of 90 days), so there's no real need to press for a brand new phone. They could offer you a partial refund instead, which wouldn't be enough to buy a brand new phone anyway... So I'd be more than happy with a refurb model - Apples straight swap policy is actually an example of great customer service.

Fire_Fox

dan223 wrote: »

Had issues with a sky box a while ago, we simply refused a refurbished box they gave us a brand new one. Samsung TV they failed to repair the TV correctly and gave us a new TV. Neff oven they tried repairing a few times, got a brand new oven. If Apple tried to repair my iPhone, I wouldn't have such an issue, as its my phone, I know how its been looked after, compared to another phone that may have had something much more serious wrong with it or wasn't looked after as well, that has been repaired.

I have had the phone since about October, so I believe my existing warranty will be used instead of the 90 days they offer otherwise.

That is why you got a new one, as I said many prefer to repair or partial refund but there is a point where they may well replace when the customer has been mucked about enough. Most people don't want their own handset repairing because that can mean being without a phone for weeks. If you are not happy with the first refurb ask for a different one.

dan223

I see what your saying. And appreciate your comments.

unholyangel

Perhaps also worthwhile taking into consideration that the "brand new" items you got might not have been brand new at all.

For example, there have been stories on here about people buying "brand new" items only to find out (sometimes months down the line) that the warranty/software has been registered/activated by someone else previously.

You could always ask them if they can repair your own handset instead if you're happy to wait on it. Just be polite and explain your concerns.