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Apple lost me as a customer forever / Need advice

post #1 of 17
Thread Starter 
I have been a long fan of Apple. I have owned 2 iPhone models, a Macbook and iPods. No problems ever. Customer service has always been great as well as their products in general. Any issues I have ever had have always been resolved in their stores promptly and kindly.

So here is where I sit now. I had an issue with my iphone 4s restarting and getting hung at the boot logo - the apple sign. I would have to hold down the power + menu button to hard reset it to get it out of the loop. This went on for a couple months as I had no time to take off my other commitments and make a trip down to the Apple store. I finally get an opening a few days ago and make my way in to a genius appointment. First, the lady told me she had never seen such an issue (odd, after Google searching it seems like a prevalent issue). I said okay, what are my options. Basically: buy a new phone now. Upgrade your phone. Try out our latest products. BLAH BLAH. I asked her to see what she could due in terms of fixing the issue as I like my phone and have no need to upgrade. She said she would be back after 'reseating' the battery. After about 5 minutes she returns and said nothing could be done. Fine... whatever, I will just hard reset it when my phone restarts. Upon leaving the store I get into my car and try to send a text to a friend. I notice my power button will not wake or sleep my phone... Odd.. I thought. Whatever, the 'genius' didn't seem that smart. I planned on just going home and doing another factory reset for the 10th time to undo any potential software changes she made. I get home and notice the phone is in its typical reboot stage. Brilliant. Whatever, I will hard reset. Oh wait, my power button does not work. Can't reset it. I wait for it to drain and it completely destroys the battery to sit there being hung attempting to process the error. After about 3 hours it finally dies. I plug it in and it gets hung at the boot logo AGAIN. After about 3 tries of this, I get lucky and it finally boots in. SUCCESS! I do a factory reset and what do you know? It seems to have worked for a solid 6 hours. Awesome! All I needed was the combined fix of the Apple lady and the reset. The power button still didn't work - but whatever. I could deal with it as the phone turns the screen off by itself.

Wake up this morning - I get a text and boom it resets. What the hell... Now it is stuck at the Apple logo again and it won't hard reset. I call the Apple store and tell the person to leave a voicemail for a manager to call me back. Mind you, I called right at 10AM from work to ensure I could maximize the time I have with the manager before things get hectic at the store. 4PM, no call. I call them back and just make an appointment for 4:20. Get in the store, and the guys say you cannot see a manager until you see another tech. Fine... I keep my cool and see the tech. He says he will try some things (obvious the kids a noob) I keep telling him the power button won't work yet he keeps trying to hard reset it and get it into DFU mode. Won't work kid - the power button won't work. He then comes back and says "yep the phone is borked - you can buy another one! check out our iPhone 5's!"

I calmly explain the situation that the phone was at least functional until AFTER I had seen the 'genius' tech the day before. He says, No there is no causation here. It was definitely the phone, the last tech barely touched it. She simply unplugged and replugged the battery. BS. He said it is basically like "unplugging and repluggin in a fridge - there is no way that can cause any problems" He equated a fridge to an iPhone. Let me be clear he is comparing a simple mechanical device to an intricate piece of technology. I said this is simply not the case, it was at least functional before I saw your tech. Let me see a manager.

Manager comes in after 15 minutes - mind you at this point I have been there a good hour. He says there is no causation between the tech and my phone failure. Basically, I can't prove anything and they have deniability. I tell him it was at least functional before your tech touched it. Even the old tech notes specifically stated the phone could be hard reset upon arrival. Now? The tech himself could not hard reset. I explained to him there is no chance this is a coincidence that as soon as your tech girl fiddled with the phone the phone gets bricked. He said the variables are too large, quote "it's like going to Florida and saying your iPhone was broken because hardware defects. It could be the humidity. Chances are it would be the humidity" WHAT THE HELL????

He said I should buy a new iPhone. Check out the iPhone 5. blah blah more more spend spend upgrade upgrade, same old garbage. So here I am with a bricked iPhone thanks to the genius bar who refuses to take any responsibility for their 'fix'. What the hell do I do now? Is there anything I can do? I have never had ANY issues with Apple nor their customer support. But THIS situation is absolutely absurd. I have never seen such a company deny any wrong doing of their techs to this degree. Furthermore, the accompaniment of their sales pitches during the whole ordeal really pissed me off. I finally said whatever and left the store. It was painfully obvious they didn't give 2 craps about a guy with a 4S. All they wanted was for me to spend more money.

What do I do guys? From a business complaint perspective and an iPhone repair preservative. Please help! I am never touching this Apple garbage again.
post #2 of 17
Okay, first I want to say I am sorry for your situation.

Second, I DID read the entire explanation.

Third, please keep the Apple hate out of this thread everyone. They've clearly messed up but we need to focus on the issue. Let's find a solution.

So, in your situation, I would call Apple support directly and file a complaint against the manager of your local Apple store. Be specific. Cite details and times. Tell them the phone was defective but somewhat functional, and then broken and rendered unusable by their own technician. I did this with GameStop after they outright refused to give me a refund on a non-working game. Got a call back within 24 hrs.

In the United States: 1-800-MYIPHONE or 1-800-694-7466
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post #3 of 17
You're probably just holding it wrong.

On a more serious note, try calling support rather than going to a store. The genius's in the store spend all day dealing with the least tech-savvy people, and they basically don't solve any problems outside of a hard reset or a "you forgot to charge your iphone batteries" issue. My experience with phone support is that you'll eventually get transferred to someone that actually knows what they are doing. Yes, you will have to go through the first hour of waiting and scripted responses, but eventually, you will get to the higher levels of support and those guys actually help.

I think if you're out of warranty/apple care, its a few dollars per call. When I called, i got my issue fixed ( this was with a macbook rather than an iphone), so I didn't mind the few dollar fee, but I don't know if they still charge you if they are unable to help.
post #4 of 17
Simple. Don't buy electronics that purposely limit self service. Everything iPhone is built so you have to pay for their support service. This would not be a problem except you are not dealing with real employees that care about the company, you are dealing with competing individuals trying to make a buck. Not to mention their model promotes it.

I refuse to buy the HTC one vs SGS4 simply because I can't remove the battery. Limiting self service is a plain and simple plot to charge you more.

“The Master said, “If your conduct is determined solely by considerations of profit you will arouse great resentment.”
― Confucius

Repeat after me, "SCREW CONSUMERIST A-HOLES!"
cheers.gif to a new world.
post #5 of 17
Sorry you have this, my friend had similar experience and he went to another store and they fixed it for him,
try to call the Apple support directly just like the guys said.
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post #6 of 17
I would go to another store. I hate Apple more than anyone on this forum but last I knew, they were top notch for support. I would try their website instead of the store. Thing is with the store, you have to deal with a limited amount of knuckleheads who threw in an application to make minimum wage.
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post #7 of 17
Thread Starter 
Quote:
Originally Posted by SpykeZ View Post

I would go to another store. I hate Apple more than anyone on this forum but last I knew, they were top notch for support. I would try their website instead of the store. Thing is with the store, you have to deal with a limited amount of knuckleheads who threw in an application to make minimum wage.

I ended up calling another store. They basically said since there was a delay between when the tech touched it and when I went back to the store there was nothing I could do. Pretty friggin lame considering I have to setup and appiointment and make a trip down to their store. I agree though, their customer service is top notch... until you have a grey area like this. Then it is awful. They got away with bricking my phone. Well done, Apple.
post #8 of 17
Quote:
Originally Posted by coachmark2 View Post

Okay, first I want to say I am sorry for your situation.

Second, I DID read the entire explanation.

Third, please keep the Apple hate out of this thread everyone. They've clearly messed up but we need to focus on the issue. Let's find a solution.

So, in your situation, I would call Apple support directly and file a complaint against the manager of your local Apple store. Be specific. Cite details and times. Tell them the phone was defective but somewhat functional, and then broken and rendered unusable by their own technician. I did this with GameStop after they outright refused to give me a refund on a non-working game. Got a call back within 24 hrs.

In the United States: 1-800-MYIPHONE or 1-800-694-7466

This is what you should do. It was handled incorrectly at that store. Period. Usually they bend over backwards for you in my experience. Seem like you got the bad eggs of the company. Escalate the issue. You shouldn't have to but if you otherwise like the product and have no desire to upgrade/switch then get some proper help from competent people at the company. Sorry to hear that though, that's BS.

In hindsight though I would definitely recommend bringing up that power button issue before you leave. You kind of brushed it off but that would have raised a huge alarm with me. I wouldnt have left without a functioning power button because 1. Usually that signifies a hardware issue - phone rest isn't gonna do squat and 2 - that is a critical button on the iPhone - case and point you cannot restart/reset your phone without it. Its basically a fail-safe so if its not working your screwed
Edited by newone757 - 5/14/13 at 5:57pm
   
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post #9 of 17
Quote:
Originally Posted by j3st3r View Post

I ended up calling another store. They basically said since there was a delay between when the tech touched it and when I went back to the store there was nothing I could do. Pretty friggin lame considering I have to setup and appiointment and make a trip down to their store. I agree though, their customer service is top notch... until you have a grey area like this. Then it is awful. They got away with bricking my phone. Well done, Apple.

Well..just pointing out the obvious here but...had I gotten into my car and noticed all a sudden my power button wasn't working after having a tech touch it and drive home....why wouldn't you go back inside?
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post #10 of 17
In a situation like this get the problem elevated to a higher manager or whatever they call it these days. They have to ability to send these issues to a case manager. If the phone has no serious signs of damage, and there is no water damage to the phone, then who are they to tell you the phone is broken because of you. How old is the phone btw? When I run into situations like these I go through a few stages. The first stage, I'll work with you, just help me out and lets solve the problem. Second stage, fix my @#%^%$# #$*& before I call a lawyer. Third stage, get it elevated to a case manager. They think youre stupid, let them know youre not. I've has phones completely bricked because of water damage replaced for free because I knew how to talk my way out of things, that and I replaced the water sensors, which, btw, is very easy to do. If Apple isn't cutting it, take it to the store where you got the phone. If its Verizon, all they do is stick a scope thing in the headphone and 30 pin port to check for water damage, and tell you you will have a new phone in a few days.

You have the next move, don't screw it up and have a million notes in your account saying you were a jerk or you tampered with the phone. I guess ask for a case manager. Calmly. I spent close to 4 hours in an apple store one day.

Also, there is no way you could accidentally disconnect the power button removing the battery, to the best of my knowledge. It's a software issue and youre phone is going ape.... just be firm and let em know youre actually more intelligent then they think you are... and then ditch apple forever.
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