I've got an iPhone 14 Pro that I bought refurbished from Apple's online store, and it's still under warranty. The cellular chip failed, causing it to either get stuck searching for service or stay on 'No Service'. I took it to the store, but they couldn't fix it there and had to send it to the repair depot.
When it came back, I found a green line on the screen, Face ID was broken, and the SIM tray kept popping out on its own. I was shocked to see Apple returned my phone in such a state! I went back to the store where a staff member initially promised to replace my phone completely but then said it needed to go back to the depot again. Despite the repairs listed on the slip, the green line remained, and the SIM tray was still faulty. I'm getting really frustrated.
After a third visit, I was told by the staff that I was very unlucky. They tried to help and even escalated my case to the manager to replace my phone on the spot, but I had to send it to the depot yet again. They held my phone for 7 days, then told me it had damage or third-party modifications that voided my warranty when they returned it—completely untrue! My phone was in perfect condition when I sent it in.
With a trip to Orlando in two weeks, I need a working phone and I'm at my wits' end. Apple support was unhelpful and rude, claiming they only handle software issues. What options do I have left? I'm located in London, UK, for context.
2 Answers
It's really frustrating when a company doesn't take accountability. Have you thought about reaching out through their official customer service email? Often, higher-ups can help when the standard support isn't cutting it. Also, you might want to consider posting your issue on social media—sometimes that gets their attention faster than a phone call!
Be sure to express how loyal you've been as a customer. They may realize they can't afford to lose you over this situation.
That's such a nightmare! I feel for you; it's outrageous how your phone went from bad to worse after all those repairs. I'd recommend escalating the issue further. When calling, outline everything that happened and push hard for a replacement or a full refund. You shouldn't have to deal with this stress. It's also worth mentioning that having a fully working device is a right, especially considering your situation with travel coming up.
Absolutely! They need to take your situation seriously instead of just brushing you off. You deserve to get what you paid for without all that hassle.
Make sure to document everything too—dates, times, names of people you've talked to. It'll help when pushing for resolution.
Good idea on the social media angle! Companies hate bad publicity and might rush to fix it.