iPhones, iPods, & iPads forum

Question

Apple Warranty support - Iphone 6

by sankarkompalli / November 16, 2015 1:51 PM PST

Hi All,
I have a specific issue of Apple warranty support for my iPhone 6. I bought a iPhone 6 in Costco 4 months back, it was identified the phone is restarting automatically every 30 min. I called Apple support team to fix the issue, they could not able to fix it. I visited the Apple retail store, they diagnized and claimed that some of the components are not apple relevant. They wanted to tax on me 300 dollars for a new phone replacement despite Apple warranty. They blaming on Costco would have sold the refurbished item. I mentioned clearly that I got a new sealed phone and is activated in front of me. They are not believing me and are very impatient analyzing the issue. I asked them to contact Costco since Costco is selling apple products. they are not ready to talk to Costco. It is clear that Apple is not taking the responsibility of defective products and is ready support apple warranty. it is clearly mischievous act done by Apple. Please share your thoughts and suggestion on this experience. it is better to expose it to media as well so that goodwill impact will realize the issue of the products and their support

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Clarification Request
The right hand and the left hand aren't talking here
by Pepe7 / November 17, 2015 2:27 PM PST

Or, quite possibly, you have left out some pertinent details. What precisely did the Apple techs uncover under the hood? More specifics there, please.

IME, both Costco and Apple are very reasonable entities if you are sticking to the warranty policies. You may very well need to contact someone in Costco corporate customer service to help you deal with the Apple side. The whole 'monkey in the middle' type of issues are rarely handled without the two sides communicating.

Get it done, sir(!)

All Answers

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Answer
Re: iPhone 6
by Kees_B Forum moderator / November 16, 2015 2:06 PM PST

So back to Costco and claim warranty there. Or ask your money back because Apple tells you it wasn't new and they sold it as new.

Kees

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Answer
Agree with Kees
by mrmacfixit Forum moderator / November 16, 2015 3:36 PM PST

this is not an Apple mischievous act, as Apple did not sell you the iPhone.

Costco is on the hook here for a replacement iPhone. Selling refurbished merchandise as new is possible illegal.

I suggest you get what every Apple told you, in writing, and get yourself along to Costco.

Let us know the outcome

P

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Need to analyze
by sankarkompalli / November 16, 2015 6:48 PM PST
In reply to: Agree with Kees

I have checked with Costco already. They mentioned that Costco is selling apple products but not refurbished ones. This is the hanging point for me. I am not supporting any of the organization here either Apple or Costco

my view points as follows:

1. Costco has sold the deal for Costco customers with condition of 90 days return policy.
After 90 days or any manufacturing defect should handle with the manufacture ie is Apple

2. As a customer, I believe Costco sold the new product ( I checked while opening seal) based on terms and condition.

3. Since Apple found third party components while diagnosis, they are throwing the fault on Costco, sold as refurbished ones.

4. why cannot it be looked at manufacturing defect or quality check defect from apple side

whatever the reason, the ultimate impact on customer taxing 300 dollars extra despite 1 year warranty.

I have called Apple support team to rediagnize and confirm the defect once again. if the diagnosis results the same, then I need to have a suggestion as a next steps ...

Regards
Sankar

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back to the old standby
by renegade600 / November 17, 2015 2:59 PM PST
In reply to: Need to analyze

If a local tv station has a consumer reporter, it may be time to see what they can do for you.

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Issue resolved
by sankarkompalli / November 20, 2015 3:57 PM PST

I have contacted Apple online support as a final attempt, they asked me to send the equipment overnite mail, it was diagnized and result was defective production. They have sent a new iPhone immediately. the open question, how Apple retail stores confirmed that third party components are involved which is not quite reasonable.
Thanks all your suggestions

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