Jc of Las Vegas, NV (08/17/08)
I purchased an Apple iPhone when it was originally released in the summer of 2007. Recently, the touchscreen suddenly stopped working, making the iPhone totally unusable. I contacted my wireless service provider, AT&T,
for assistance, and they explained that the only way I could get service for my iPhone was through Apple.
I called the Apple 800-number and had a conversation with a technical support rep, who explained that my 1-year warranty had expired 3 days prior, and that the only way I could get any type of repairs done would be to go to the Apple store and basically beg them to help me, otherwise I would be paying a $200 non-refundable repair fee. The phone rep scheduled an
appointment at the Apple store for 2 days later. I went to the store, explained my situation again, and I was told there was nothing they could do, other than have me pay the $200 fee, and my phone may still be returned to me inoperable.
I explained to him that the new iPhone is $199, so its cheaper for me to buy a new phone than to have my old one repaired, and he agreed. He basically explained that I would probably be throwing away $200 if I sent my phone in for repairs and should order a new phone. There werent any in stock anywhere, so I
would be waiting 10 days at a minimum. Oh, and the best part is that the repairs would take 7-14 business days, so I would be without a phone for up to 2 weeks. Loaner phone? Sure, he could have given me a
loaner phone, but that required an up-front payment, as well as a security deposit.
Even the rep at the store remarked that my iPhone (which was 368 days old) looked brand new. Obviously the problem wasnt a failure to care for the device, but a failure in the device itself.
Richard of Victorville, CA (08/13/08)
There are thousands of new Iphone 3G phones that do not function on the AT&T 3G network (the problem also exists in other countries which use the 1900 MHz spectrum for 3G service).
Advertised twice as fast for half the price, but the twice as fast and the iPhone don’t communicate; AT&T is requiring customers who return their iPhones for this failure to pay a restocking fee; Apple Stores will replace the phones, but you are likely to end up with a replacement that has the same problem; Apple has refused to acknowledge the issue: AT&T’s spokespersons deny any widespread problems; iPhone 3G users have to pay for 3G service that many (most) are not able to access due to the faulty iPhone.
Larry of Lowell, MI (08/11/08)
I bought the Iphone for around $400.00 hard earned cash and since the 2.0 update my e-mail stops working all the time and the phone keeps having to be reset. Now I went and dropped the phone about 2 feet if that and the glass cracked. I thought ok no big deal can’t be more then $50.00 to replace the glass… WRONG! TRY $200.00!
Apple is nuts if they think I am going to pay $200.00 for glass that I am sure costs around $5.00. What a total rip off!!! Don’t just walk away from this phone….RUN!
Christopher of North Brunswick, NJ (08/11/08)
In regards to the iPhone article mentioning threads and posts being deleted from the Apple.com discussions forum from those complaining about the cracked cases, I have had 2 post removed by Apple for ‘violating terms of use’ which included:1)Discussion of Apple Policies, Procedures or Decisions 2)Off-topic or non-technical posts 3)Non-constructive rants or complaints I had 2 posts removed, 1- in which I was responding to another individual who had over 90,000 posts and was given a Level 4 user rating ( I don’t post that often or tend to try to solve other’s issues) who was telling everyone Apple would just give them a new battery for their notebook due to newly arising power issues (which isn’t true) and put that it i wrong that after a year MacBook Pro owners had such issues. A second post was in response to a post in another thread regarding the 3G cpabilites of the iPhone 2.0- were a user posted his phone couldn’t do the advertised simultaneous voice and data modes because it would only work in Edge mode.
I gues they didn’t like me analyzing their tech specs and mentioning that the simultaneous feature would only work where AT&T had 3G coverage which is basically nowhere, hence the phone was launched n the US not capable of working as advertised, however when the poster mentioned that CDMA technology could not do what 3G and the iPhone does, I also pointed out that Verizon’s data service had twice the speed, nation wide coverage already and the the HSPDA protocol was esier and cheaper to upgrade on CDMA systems than GSM systems and I wish they would have made the 3G phone a CDMA/GSM phone that would be truly global and could also be sold to Verizon who has a much beter network.
Greg of Redondo Beach CA (07/31/08)
Within a week of purchase, my 3G iPhone slipped from my shirt pocket, and fell about 2 feet resulting in a cracked screen. Apple would not replace or repair it under warranty or for a fee. The only option is to purchase a new one.
Because the screen is made of thin glass and the edges extend past the bezel, the iPhone is remarkably easy to destroy. Hand held devices such as cell phones are by their nature dropped occasionally. The iPhone does not appear to be suitable for the purpose designed and sold. I had to pay twice (so far) to have a working unit. I have not had a similar problem in the last 5 years with my Blackberry. Apple should set up a repair production line to efficiently fix damaged units and charge a reasonable fee.
Kirk of Knob Noster MO (07/19/08)
Apple & AT&T are only allowing the purchasing and ordering of Iphone 3G through primary stores in the major cities. (no internet or phone orders). This limits access for the elderly, handicapped, people with
health issues and the rural populace. Also with today’s extremely high fuel costs and transportation limitations are an additional obstacles for these people, Only the major Apple & AT&T stores (no
franchise or authorized sellers) are allowed to sell or order this one type of product.
Could your organization put pressure on these companies to allow internet/phone ordering to allow these people to get a equal/fair opportunity to being able to purchase this product. Unfair business practice that limits the elderly, physically or economically handicapped people from getting fair access to a product line.
Christopher of Malden MA (07/11/08)
I’ve downloaded the iPhone 2.0 firmware for my existing iPhone, hoping to get started with the new apps I’ve purchased. It took a few tries, but eventually it prompted me to update.
Now that it is installed, the iPhone is rendered useless until it can sync with the iTunes music store. Of course it just hangs (1 hour so far) trying to access it. So I am without a phone until Apple realizes it needs to prepare for the traffic increase of a new launch by making sure they have enough bandwidth on their servers. This is very unlike the image that Apple makes for itself. If it’s not going to make any changes for future launches, it could at least warn users that servers may be slow due to increased traffic.
Zhan of El Monte CA (06/02/08)
I placed order for iphones 8GB x 30 pieces online @ apple.com and paid in full $12957.53. I went to Vegas and exhibited in the CTIA wireless 2008 show. my registration record shows I was in Vega (out of town) when UPS delivered packages at 1pm on Mar31 08 to wrong person someone doesn’t exist in my neighborhood name Liy , I registered at Vega convention center at 12pm on sameday. I paid in full but never got my merchandise!!
Apple and UPS had been pushing me back and forth for over for 3 months, even though I have proof that they delivered to wrong person !! they keep promising me I will get my money back after investigation, Apple first promised me 1 month, then another 2 weeks, said would call me back few times but never did! Now just completely ignores me and put me on hold on phone for hours !!! I want my money back! This had been over 2 months.
I paid $12,957.53 but NEVER got my merchandies, Apple keep lying to me
Yahia of Dearborn MI (05/17/08)
I purchased an iPhone and unfortunately left it in my shirt pocket and wash washed in the washing machine. I contacted apple care and was told the phone was not repairable and that I had to purchase a new phone. After I decided to call my credit card company to have my phone replaced ( I have purchase protection) they told me that I had to send the phone to Apple and that they had to give a repair bill that said the phone was
unrepairable because of water damage. Many calls and emails later to apple care, I still got the same answer, can’t fix it, buy a new Iphone.
I called my credit card company and provided them with Apple’s phone and a copy of the web pages given to me. After the CC company called apple they told the agent that they would fix the phone for a fee of $249. I was asked to take the phone to the Apple store (where I had already been there 3 times with no success) and to ask them to have it repaired. The person that I talked to today said that I had to pay $249 for the new phone, he proceeded to get a phone and give it to me for the $249. The phone was a refurbished phone plus they took my old phone. I was told that these are the only phones that they would give and that they are considered new because they had a brand new battery.
Many phone calls and time wasted driving back and forth to the apple store, the cost of the phone was $399 plus 6% tax plus the fact that they sold me a refurbished phone plus took my old phone for that outrageous price. I wasn’t given any other choice. take it or leave it.
Darrin of Los Angeles CA (05/12/08)
I bought a new iPhone from this Apple Store. I have always been extremely careful with the phone (and all the other Apple products I’ve bought, as they have a deserved reputation for being fragile). One day I was driving with the phone in my trouser pocket, and the pressure from the seat belt buckle was enough to crack the glass on the front of the phone. This really is typical use for any phone - the iPhone is clearly
not designed to withstand normal conditions. To make matters worse, Apple staff refuse to concede that it could be a manufacturing defect or a design flaw in the product, and want an extra $250 to repair the phone. It’s not like I dropped it or anything. The current iPhone design is not fit for purpose.
Christopher of Solvang CA (02/15/08)
I have purchased, six iPods, two Mac Books (kids), 3 iPhone (2 for my kids and one for myself) and one iMAC ($2,000). My most recent purchase is the iPhone. I owned the phone for less than one month, and the glass
formed a small spontaneous crack which then spider cracked through the entire display. Needless to say I was shocked and disappointed. I contacted iPhone support and they sent me a shipping box so that I
could have the problem evaluated. The message I got back is below. I take strong issue with the AppleCare’s evaluation. The iPhone was not misused, and the glass cracked due to what I believe is a manufacturer’s defect (bad glass). Now I’m being told that it’s MY fault, and to repair it I will have to pay another $250. If this is Apple’s final decision on the matter, I conclude that I’ve been mistreated and cheated as a customer. I will never purchase another Apple product. That would be for my 3 kids (17, 14, 10), my wife (47),
and myself (43). I also plan to file a complaint with the Better Business Bureau.
“Thank you for choosing AppleCare Service. Your iPhone has been inspected by Apple technicians, who have
determined that it has been subjected to accidental damage or misuse, which is not covered by the warranty or an Apple service contract. Therefore your product is being returned to you unrepaired….”
Lisa of Torrance CA (12/30/07)
I have literally spent hours on the phone with Apple regarding issues with my iphone. It all started when I bought a car charger from Apple, using the $100 credit I got for overpaying for the phone and regretably being one of the first buyers. Ends up the charger was defective, messed up my entire phone that I had to send back. They couldn’t repair the phone, and gave me a replacement phone that they could not confirm was a refurbished phone or not. I was livid to pay full price for a phone, have it damaged by a defective product sold by apple and then have my phone replaced with a refurbished one. After hours and hours of calls and being transferred several times I finally gave up. I asked several times to speak to a supervisor and was given the runaround. What a hassle I went through to return the defective charger. I had to call three separate times, the first said a refund, the second a store credit and the third a replacement. And on
top of all of that, I got a charge on my statement for $441 because I returned the loner phone I was using 2 days later than the 10 day return period (one representative said 7 days) that I was never informed of.
I had to pay a charge of $441 until it was credited to my account, after fighting with Apple. A phone that is most likely refurbished although my original phone was damaged by a product apple sold.
Marjorie of Richardson TX (12/28/07)
After syncing my iphone one evening with no problems -i woke to a message to put the phone back on itunes. long story short–all info put in my phone since oct. was LOST–how does this happen in 2007??? even using a barbaric pencil and notebook wouldn’t allow this to happen. sure you can lose the notebook, but what you wrote in it is still there. I don’t think i will ever do apple products again. this debacle will cost me so much time, effort and MONEY. I don’t know where to start, except to say that in engineering the software should NEVER allow material the consumer added to just disappear. Apple can’t safeguard that???? That is a really dumb system for such a smart company.
I’ll spend hours trying to find phone numbers, then making calls to see when my appts. were. I never had these kind of problems with blackberry, razor, or any other basic phones.
Liza of Pleasantville NY (12/27/07)
I visited my local AT&T store this afternoon, anxious and excited to purchase an iPhone! I’ve wanted one for quite some time! I was quickly disappointed! My employment with New York City makes me eligible for a discount up to 20% on my monthly service. Being a city employee, this surely helps a lot. I was surprised to find out that if I purchased my new iPhone, the monthly usage discount (called FAN in the store) would no longer apply. This did not make sense to me since I wasn’t looking for a discount on the purchase. I just wanted to maintain my monthly discount. I called AT&T after coming back to my office, and they confirmed that there is a deal with Apple & AT&T. Corporate discounts are null and void with the purchase of an iPhone. I have to say how upset and appalled I am at this. I currently own a Blackberry for personal use. I pay up to $80-$100 a month (inclusive of my current corporate discount). I think it is horrible to rob many of a much
needed monthly usage discount. These phones are flying off the shelves. Many buying them this holiday season were municipal employees like me. There are many who purchased an iPhone in my company that would NOT have, had they known about the voided discount. I will now be sure to tell them. Hopefully the 14-day period will not have passed and they can get a refund. Today, AT&T/Apple lost $463.00 CASH. They may now lose me as a customer all together.
Ulrik of New York NY (10/11/07)
I’m so upset about the contract rules that AT&T has on the iPhone. I purchased the iphone just over a month ago and willingly agreed to a new 2 year contract with them, even though prior I had been a customer with them and were no longer under a contract. Last week my iPhone was stolen at my gym. After reporting it to the police, I went to my local AT&T store and had to purchase a new iPhone replacement! (Please keep in mind AT&T do not offer insurance on the iPhone because it’s a high value, prone to theft phone!)
So I bought another $400 phone from AT&T. But get this… whenever you replace your iPhone using your same phone number, your 2 year contract starts OVER again! In my case it was not too bad as the theft happened a month after I signed my contract. But what if it had happened 18 months into my contract, or just 4 months before the end of the contract. I would have been forced to sign yet another 2 year contract if I wanted to replace my stolen iPhone with another iPhone.
I understand that people can abuse certain systems, but this is hard to abuse, as I’m sure most people do not want to break, lose or have their expensive iPhone stolen on purpose.
I am so furious about this. Is it even legal??? How are they able to do that? Just because AT&T have the sole right to sell the iPhone (for the time being), doesn’t mean they should be able to tie down, stranglehold their customers to a new 2 year contract over and over again whenever I have my iPhone stolen. And the iPhone is a MUCH sought after item and therefor very prone to theft. I can’t be sure my iPhone will not be stolen again.
Brian of Santa Fe NM (09/28/07)
Apple has placed an icon on my iPhone that connects the phone to the iTunes store. They did this without my knowledge or permission and there is no way to remove it.
Kathleen of Boca Ratom FL (09/23/07)
I love my phone, the technology is phenomenal. I do not like the fact that you must return the Iphone if you cancel your AT&T service. I bought the 4 gig phone, but want to finish my current contract with T-mobile. I was informed phone must be returned to Apple if phone contract was canceled. One other option was to put phone service on hold for $10.00 a month,but if you use Safari the contract begins again. I think the data package should be blocked so the other features can be used. Apple made a poor choice when choosing AT&T, they should have this information readily available for customers.
I have a product that is useless without AT&T service. I want to be able to use calendar and iPod features until my current contract expires.
Milan of Arlington VA (09/06/07)
On June 30th, I bought an iPhone from Apple for $628.95 which includes tax. Just yesterday, Apple announced that they are selling the phone for approximately $200 less than that price. Now, I understand that with technology, pricing can go down. But, for everyone who was in the same situation that I was, they gave a $100 reimbursement. They refused to do the same with me and Carol, the customer service representative who was on the phone with me, directly lied to me stating that Apple isn’t reimbursing $100 to those customers in my situation.
Jorge of Miami Springs FL (09/06/07)
Apple has just given a huge slap in the face to it’s core customers whom only less than two months ago paid full for the iPhone. not only were we hit with the inflated price but we were the Guinea pigs for the device and AT&T is billing for it.
My phone does not text well, freezes often and drops calls like their hot. I’m very disappointed in apple and will never buy another apple product unless it is out for a while.
I left my longtime service carrier T-Mobile which never dropped any calls to move to AT&T because jobs the communist dictates who and where apples products can be used.
Linda of Coto De Caza CA (09/06/07)
Purchased an iPhone at a corp store in Las Vegas… i asked if prices were planning to drop, if so i would wait to make a purchase, was told no.. find out today price dropped 200.00…. am livid… what can i do?
tried calling at&t.. spoke to lisa all she could give me is an at&t store to call.
Joseph of Chicago IL (08/03/07)
I recently purchased an I phone and went into the store to obtain assistance regarding my MSN account. I was treated like dirt. Joe, the salesperson really wasn’t interested in helping me, but was more interested in
fixing a display. The store was not busy, but I believe it was due to my skin color that he chose to treat me so poorly. Is this the general practice of Apple?
Douglas of Caldwell, ID (07/22/07)
I live in rural Idaho. I spent over three hours researching the iPhone on line and decided to buy one, if I could find it. I found one at the AT&T store about 40 miles away. I was at the front counter checking out when I asked the clerk to look at my plant to make sure it was the best one for me. He informed me that since I am
an AT&T Business customer I could not activate an iPhone.
I, of course, did not purchase it. I called AT&T and was assured that there would be no problem getting the iPhone activated. I am now very confused. There is nothing on the iPhone or the AT&T website about the fact that business customers can not activate the phone.
