Posted 28 January 2013 - 21:27
I purchased the iPhone 5 on launch day, just like I did with the iPhone 4, 3, and the iPad 2. I have been a loyal customer supporting Apple and buying apps, along with other accessories, since then. Between my wife and I, we have at least 5 Apple products because we like the ease of use of the devices, but after the past 2 weeks, we will never buy an Apple product again.
On my most recent Apple purchase, the iPhone 5, I took out the Apple Care Plus plan for the time ever. My original iPhone 5 had an issue with vertical lines on the screen, and the phone would reboot at random. I called the tech line and they suggested that I take it into Apple. I tried doing both a “restore as new” and a “restore from back up”, and issue happened in 6.0, 6.0.1 and 6.0.2 firmwares. I made an appointment on January 8, 2013, and the tech said that the issue was not repairable and I was given a refurbished phone. I had to repurchase a Zagg Invisible Shield screen protector for the “new” phone, and went home. I put the screen protector on and set up my phone as a new phone (I didn’t have to do a firmware update because it was on the latest, 6.0.2). Within an hour of setting the phone up, I noticed that the screen was loose. When I would push the screen, it would click or move up and down. I opened an app, and the phone rebooted on its own.
I made another appointment at the Apple store on January 11, 2013, and they gave me another refurbished phone. I had to purchase another Zagg Invisible Shield, and went home to set the phone up again. Within a day, the phone rebooted so many times that the error log was filling the entire length of the phone screen. I called Apple Tech Support again and asked to speak with a manager. They transferred me to a manager named Charlie. After explaining what was going on, Charlie suggested that I try this phone out for a few days and call him back directly with any issues.
This phone ran very hot and also kept randomly rebooting. I went back to the store again on January 15, 2013 and they gave me a 3rd refurbished phone, and another Zagg Invisible Shield. I called Charlie to let him know and he said that if I have issues again, he will put in a request for me to get a BRAND new phone.
The phone worked reasonably well and then crashed again on January 20, 2013. I used it for a few more days and it crashed again on January 23, 2013. I called Charlie and let him know what was going on. He transferred my Apple Care Plus plan over to a brand new phone that he was going to be shipping me, and that I should get it either Friday January 25, or Saturday January 26.
The phone never came so I emailed Charlie asking him ship status. He called me Monday January 28 and told me that he will NOT be sending me a phone, and that the engineers want me to do a clean restore and run it to see how long it takes for it to crash again. I asked Charlie to speak to his manager and he told me there is no one above him and that nothing else can be done.
For a company that makes billions of dollars every year, I am sorely disappointed in their handling of the situation. If you are paying the extra money for the extended care plan you shouldn’t have to troubleshoot your own phone and still not have any positive resolution. Not to mention being stuck with a refurbished phone, and having to pay out of pocket for all of the extra screen protectors. I’m not sure that I’ll be recommending Apple products to anyone in the future.