Apple store Aibu?

[Rachelfromfriends1]

Had my iPhone XS display replaced as it was faulty (stuck pixels). My phone had no physical damage at all, not even a scratch as it was kept in a case/screen protector it’s entire lifetime. It looked brand new.

The Apple store staff even noted ‘no marks’ when they recorded the physical condition and complimented it.

After they had worked on my device, the enclosure/sides have come back scuffed and scratched in several places. They even left glue on the screen. It’s fairly minor damage overall, but I am devastated that my device that I look such great care of has been damaged in their possession. Aibu to complain? I don’t want to get fobbed off if they think it’s too minor to replace.

Of course YANBU. You might be out of luck though if you had to sign to accept it.

YANBU but did you complain when you got the phone back in the store? DH had similar and they actually ended up giving him a whole new phone without a fuss but if you took it home and only noticed later it might be trickier.

Ah I signed to accept it yes, but I didn’t check it over in store. If it comes to it, their store cctv would prove that I was only in the store for minutes and didn’t check the device over (was too distracted by the bloody glue!).

Going to speak to a manager after work tomorrow but I hate confrontation. Hope they don’t say ‘nothing we can do as you signed for it’ 😔

I collected it 10 minutes before the store closed, and noticed the damage after shortly I left the store but it was too late to return. It was absolutely pouring down near me so I didn’t properly look until I got back to my car. Regretting that!

However I did call Apple support and tell them what happened immediately so there is a record

Are you sure it's not a replacement phone?

@GladAllOver It has the same serial number so I assume it’s my phone! I doubt they would replace a device for the screen alone (it’s more expensive to replace the device than the screen)

I hate Apple stores. Get a Stepfword Wife type of vibe in them

it has the same serial number so it is the same one then.
With many electronic goods, makers replace them with another repaired device from a stock and then yours goes off for repair and back into stock.

Oh right, didn’t know that!

I know they’re supposed to be as good as new, but I’m not really keen on the idea of a refurbished device as a replacement for my now damaged phone..

Guess what...Apple store fobbed me off! The manager was so rude and patronising, I am very much put off Apple now.

Escalate it. This is exactly the sort of thing that Apple pride themselves on corporately, that manager needs a dressing down.

I am trying to escalate it but I’m not sure how, the phone team aren’t senior enough to help apparently. I’m not sure if it’s appropriate to use the CEO email address?

It's ALWAYS appropriate to email a CEO. They won't see it personally of course but it's better to have a complaint work down from the top rather than up from the bottom. Good luck!

do you use Twitter, OP? I find that very effective for this kind of thing

The CEO won’t get the email. It’ll go through to the CEOs secretary and dealt with. Anything like where I work then you get a bollocking if something like this is sent to the CEO (even though they don’t read it)

Oh good! Email has been sent unfortunately I sent it earlier whilst I was still annoyed so it’s a bit ranty

I cannot believe how rude and dismissive the manager was. The phone team gave a postal address for their legal department (the only team that can override the store.) It’s a bit OTT but I think I’ll escalate this all the way after how this manager spoke to me today - she was that awful.