Extend your iPhone 3G Warranty with Honesty

By Gary Ng on October 24th, 2008 110

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Most early adopters of the iPhone 3G had to sign onto a 3 year contract (including yours truly. What does this mean? Well, it means hopefully your iPhone 3G will survive three years of accidental drops, scratches, and scuffs (not if you have an invisibleSHIELD installed though!). The iPhone’s warranty is one year from Apple. I’ve used this warranty through Rogers to exchange for a new unit due to my original’s horrific battery life.

Apple is an industry leader when it comes to customer service and satisfaction. Take a gander at the following account of iPhoneinCanada.ca reader, Conrad. If this story doesn’t represent amazing customer service and impressive after-sale service, I don’t know what does. Here we go…

I live in Edmonton, AB, Canada. My carrier is Rogers.

I dropped my iPhone 2 days ago and was devastated. Fortunately for me it was still perfectly operable. Just only had a crack in the screen, which was esthetically not pleasing.

I took it into Rogers and they said their warranty does not cover “accidental” damage. They said a replacement fee would be approximately $300 for the 16GB iPhone.

Considering that within a year I shelled out for an iPod Touch, a Macbook Pro and an iPhone 3G I really did not want to spend more money.

I decided to take it into the Apple Store in West Edmonton Mall. I was truthful with the person at the Genious Bar and told him that I dropped my iPhone and that the screen was cracked. They key here is that I was honest about dropping and did not concoct some complex story. I asked plain and simple if there was anyway I can get a new iPhone without paying the replacement fee. The Genius then said that usually they charge a $340 replacement fee, but for one time only they’ll give me a new one….No Charge.

I am now restoring my shiny new iPhone. Talk about great customer service.

Bottom line….It pays to be honest. Ask for what you want. Rogers Sucks. Apple Rocks! And lastly, treat your iPhone like it’s the last one in the world. You don’t want to go through with what I did.

Could AppleCare for the iPhone 3G be available in the near future?

What a story! I’ve heard similar experiences where people have been able to walk into an Apple Store and get their Apple goods replaced on the spot, depending on the situation of course. It’s very reassuring to know that Apple will step up to the plate and go that extra mile to make customers happy.

This story reaffirms my recent decision to buy my first Mac. However, it is still the responsibility of each person to take extra care of their gadgets, but of course accidents do happen right? I look forward to enjoying more Apple products in the near future–have I turned into a “fanboy” yet?!

Anyone else out there have some amazing Apple customer service stories to share?

**Looking for an iPhone 3G case? Go get an invisibleSHIELD, the strongest protection for your iPhone backed by a 30 day moneyback guarantee, lifetime replacement warranty, and FREE shipping! Use coupon code iphoneinca for 20% off your purchase! Order today!**

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Gary Ng

Founder and Editor-in-Chief of iPhoneinCanada.ca. Follow @iPhoneinCanada and on Google+. Click here to save 20% OFF at ZAGG.com with coupon 'iphoneinca'!

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Bert Friction

I actually had a few problems with replacing my phone. My first iphone had a screen disfunction, so I called apple and they said they would replace it free of charge. I was pleased, however the replacement iPhone that they sent me, was also broken, in that it would turn off on it’s on whenever it wanted to, and sometimes I would be unable to turn it on again. So I sent that phone in, and now the phone that I received today functions great, however there is a hairline crack in my screen that is practically invisible, however very annoying.

Bottom line is, I feel that both Apple and Rogers should be worshiping us, because we signed off our soul to them for the next three years, so good service should not be a question, and I will not ask for anything less. I feel that they should be giving us even a bit more better service, considering the price we pay.
Bert Friction

I actually had a few problems with replacing my phone. My first iphone had a screen disfunction, so I called apple and they said they would replace it free of charge. I was pleased, however the replacement iPhone that they sent me, was also broken, in that it would turn off on it’s on whenever it wanted to, and sometimes I would be unable to turn it on again. So I sent that phone in, and now the phone that I received today functions great, however there is a hairline crack in my screen that is practically invisible, however very annoying.

Bottom line is, I feel that both Apple and Rogers should be worshiping us, because we signed off our soul to them for the next three years, so good service should not be a question, and I will not ask for anything less. I feel that they should be giving us even a bit more better service, considering the price we pay.
Bert Friction

I actually had a few problems with replacing my phone. My first iphone had a screen disfunction, so I called apple and they said they would replace it free of charge. I was pleased, however the replacement iPhone that they sent me, was also broken, in that it would turn off on it’s on whenever it wanted to, and sometimes I would be unable to turn it on again. So I sent that phone in, and now the phone that I received today functions great, however there is a hairline crack in my screen that is practically invisible, however very annoying.

Bottom line is, I feel that both Apple and Rogers should be worshiping us, because we signed off our soul to them for the next three years, so good service should not be a question, and I will not ask for anything less. I feel that they should be giving us even a bit more better service, considering the price we pay.
Bud Colby

well, let me tell you that I was rather miffed with talking to the people at apple when a number of them told me that mine was the first iPhone that they have heard of developing cracks!! Give me a break!!
I’ll be able to tell you what I think of their customer service if they replace it. They have told me that after the recieve it and verify that it is not due to bumping, dropping or other rough treatment they will decide if it is bad enoug to require replacment.
Once again, first time hearing of this occuring!!!! And yes, I remained nice and sweet over the phone. But I sure wanted to tell them to drop the act, which was in otherwords, bu*#’~it!!
So, I guess I will reserve judgment till I open the retuned package.
Bud Colby

well, let me tell you that I was rather miffed with talking to the people at apple when a number of them told me that mine was the first iPhone that they have heard of developing cracks!! Give me a break!!
I’ll be able to tell you what I think of their customer service if they replace it. They have told me that after the recieve it and verify that it is not due to bumping, dropping or other rough treatment they will decide if it is bad enoug to require replacment.
Once again, first time hearing of this occuring!!!! And yes, I remained nice and sweet over the phone. But I sure wanted to tell them to drop the act, which was in otherwords, bu*#’~it!!
So, I guess I will reserve judgment till I open the retuned package.
Bud Colby

well, let me tell you that I was rather miffed with talking to the people at apple when a number of them told me that mine was the first iPhone that they have heard of developing cracks!! Give me a break!!
I’ll be able to tell you what I think of their customer service if they replace it. They have told me that after the recieve it and verify that it is not due to bumping, dropping or other rough treatment they will decide if it is bad enoug to require replacment.
Once again, first time hearing of this occuring!!!! And yes, I remained nice and sweet over the phone. But I sure wanted to tell them to drop the act, which was in otherwords, bu*#’~it!!
So, I guess I will reserve judgment till I open the retuned package.
Bud Colby

well, let me tell you that I was rather miffed with talking to the people at apple when a number of them told me that mine was the first iPhone that they have heard of developing cracks!! Give me a break!!
I’ll be able to tell you what I think of their customer service if they replace it. They have told me that after the recieve it and verify that it is not due to bumping, dropping or other rough treatment they will decide if it is bad enoug to require replacment.
Once again, first time hearing of this occuring!!!! And yes, I remained nice and sweet over the phone. But I sure wanted to tell them to drop the act, which was in otherwords, bu*#’~it!!
So, I guess I will reserve judgment till I open the retuned package.
Jeff Halmos

Happened to me. Dropped it butter side down onto the kitchen tiles. At first my reaction was to wonder where all the spider/cob webs came from. The kids at Apple in the Sherway Gardens Mall hadn’t seen a smashed one before. But when the girl at the the door said to come back at 1PM to talk to the Geniuses, a good 4 hours later, I asked if I could at least find out if I should even be at an Apple store about the incident. She asked a Genius, and he grabbed it, went to the back room for about 4 minutes, then came back, and told me that because it was so new (about 2.5 weeks) that this was a “one time deal.” I told him you’re goddamn right! Picked the new one up 2 days later. Amazing.
Jeff Halmos

Happened to me. Dropped it butter side down onto the kitchen tiles. At first my reaction was to wonder where all the spider/cob webs came from. The kids at Apple in the Sherway Gardens Mall hadn’t seen a smashed one before. But when the girl at the the door said to come back at 1PM to talk to the Geniuses, a good 4 hours later, I asked if I could at least find out if I should even be at an Apple store about the incident. She asked a Genius, and he grabbed it, went to the back room for about 4 minutes, then came back, and told me that because it was so new (about 2.5 weeks) that this was a “one time deal.” I told him you’re goddamn right! Picked the new one up 2 days later. Amazing.
Jeff Halmos

Happened to me. Dropped it butter side down onto the kitchen tiles. At first my reaction was to wonder where all the spider/cob webs came from. The kids at Apple in the Sherway Gardens Mall hadn’t seen a smashed one before. But when the girl at the the door said to come back at 1PM to talk to the Geniuses, a good 4 hours later, I asked if I could at least find out if I should even be at an Apple store about the incident. She asked a Genius, and he grabbed it, went to the back room for about 4 minutes, then came back, and told me that because it was so new (about 2.5 weeks) that this was a “one time deal.” I told him you’re goddamn right! Picked the new one up 2 days later. Amazing.
teddyx

Im in the middle of it with rogers and i have that same problem i dropped mine about a month ago and im still trying to get the new one, but purely because rogers customer service sucks..but i lied to them and its been a massive mess since then. I told them battery issues..they said they would replace it for me, but sent me the wrong phone.. i recieved an 8GB in the mail and i have a 16GB White, so i called them and asked what happened and the told me its impossible to get the wrong phone sent to you..so i went through this long verification process to get another one sent to me.. which they canceled 4 times so ive been on the phone for the past 3 weeks trying to get it sent to me.. finally i got to talk to a manager and im having one sent out. Should be arriving this afternoon, then i get to send them back both the old ones (mine with the shattered top left screen and the 8GB one)
teddyx

Im in the middle of it with rogers and i have that same problem i dropped mine about a month ago and im still trying to get the new one, but purely because rogers customer service sucks..but i lied to them and its been a massive mess since then. I told them battery issues..they said they would replace it for me, but sent me the wrong phone.. i recieved an 8GB in the mail and i have a 16GB White, so i called them and asked what happened and the told me its impossible to get the wrong phone sent to you..so i went through this long verification process to get another one sent to me.. which they canceled 4 times so ive been on the phone for the past 3 weeks trying to get it sent to me.. finally i got to talk to a manager and im having one sent out. Should be arriving this afternoon, then i get to send them back both the old ones (mine with the shattered top left screen and the 8GB one)
teddyx

Im in the middle of it with rogers and i have that same problem i dropped mine about a month ago and im still trying to get the new one, but purely because rogers customer service sucks..but i lied to them and its been a massive mess since then. I told them battery issues..they said they would replace it for me, but sent me the wrong phone.. i recieved an 8GB in the mail and i have a 16GB White, so i called them and asked what happened and the told me its impossible to get the wrong phone sent to you..so i went through this long verification process to get another one sent to me.. which they canceled 4 times so ive been on the phone for the past 3 weeks trying to get it sent to me.. finally i got to talk to a manager and im having one sent out. Should be arriving this afternoon, then i get to send them back both the old ones (mine with the shattered top left screen and the 8GB one)
Guest

So you are going to say yours got damaged in the return mail? Good plan, I had thought of that before. Let us know if it works.
Guest

So you are going to say yours got damaged in the return mail? Good plan, I had thought of that before. Let us know if it works.
Michael Bellegarde

So you are going to say yours got damaged in the return mail? Good plan, I had thought of that before. Let us know if it works.
Justin

Great post, and I think that apple should make an AppleCare protection for the iPhone. 3G, I have one question tho , I have an iPhone 3G with a rogers contract and if I were to drop And crack my iPhone 3G and go Into the apple store would they give me a replacemet no charge on the spot or would I have to wait? Because in Canada they don’t sell iPhones at the apple store
Justin

Great post, and I think that apple should make an AppleCare protection for the iPhone. 3G, I have one question tho , I have an iPhone 3G with a rogers contract and if I were to drop And crack my iPhone 3G and go Into the apple store would they give me a replacemet no charge on the spot or would I have to wait? Because in Canada they don’t sell iPhones at the apple store
Justin

Great post, and I think that apple should make an AppleCare protection for the iPhone. 3G, I have one question tho , I have an iPhone 3G with a rogers contract and if I were to drop And crack my iPhone 3G and go Into the apple store would they give me a replacemet no charge on the spot or would I have to wait? Because in Canada they don’t sell iPhones at the apple store
Conrad

Before I took my iPhone into the Apple Store I was fully expecting to pay a replacement. I thought, what the heck, I might as well be up front about what happened and ask the question “Is there anyway I can get a replacement iPhone without paying a replacement fee?”….I got lucky. I have read numerous posts (usually from those in the States) about some people being successful about Apple replacing their at no charge, and some having to pay for it.

I don’t think everyone that drops and cracks their screen will get a new one, but it’s worth going to Apple and trying.

Maybe making up a story about battery life and sending back to Rogers would work, but I think being honest and asking for what you want would give you the same, if not better chance of getting a replacement.

Also, when I got my iPhone replacement I brought my magsafe adapter which the sheathing was pulling from the adapter exposing the wire. They also replaced this at no charge. I am starting to think maybe Applecare might be worth the money.

In regards to the Invisible Shield, I have one on the iPhone that I dropped. It didn’t protect the iPhone screen from cracking from the fall, but it sure did a great job keeping unscathed from normal everyday use. Actually the Shield prevented the glass from coming off the iPhone so I could still use it. When I pulled of the Shield at the Apple Store the glass came up with it. Now all I have to do is to get my FREE replacement and install on my iPhone and I am set.

Regards and good luck to those who have damaged their beloved iPhones
Conrad

Before I took my iPhone into the Apple Store I was fully expecting to pay a replacement. I thought, what the heck, I might as well be up front about what happened and ask the question “Is there anyway I can get a replacement iPhone without paying a replacement fee?”….I got lucky. I have read numerous posts (usually from those in the States) about some people being successful about Apple replacing their at no charge, and some having to pay for it.

I don’t think everyone that drops and cracks their screen will get a new one, but it’s worth going to Apple and trying.

Maybe making up a story about battery life and sending back to Rogers would work, but I think being honest and asking for what you want would give you the same, if not better chance of getting a replacement.

Also, when I got my iPhone replacement I brought my magsafe adapter which the sheathing was pulling from the adapter exposing the wire. They also replaced this at no charge. I am starting to think maybe Applecare might be worth the money.

In regards to the Invisible Shield, I have one on the iPhone that I dropped. It didn’t protect the iPhone screen from cracking from the fall, but it sure did a great job keeping unscathed from normal everyday use. Actually the Shield prevented the glass from coming off the iPhone so I could still use it. When I pulled of the Shield at the Apple Store the glass came up with it. Now all I have to do is to get my FREE replacement and install on my iPhone and I am set.

Regards and good luck to those who have damaged their beloved iPhones
Conrad

Before I took my iPhone into the Apple Store I was fully expecting to pay a replacement. I thought, what the heck, I might as well be up front about what happened and ask the question “Is there anyway I can get a replacement iPhone without paying a replacement fee?”….I got lucky. I have read numerous posts (usually from those in the States) about some people being successful about Apple replacing their at no charge, and some having to pay for it.

I don’t think everyone that drops and cracks their screen will get a new one, but it’s worth going to Apple and trying.

Maybe making up a story about battery life and sending back to Rogers would work, but I think being honest and asking for what you want would give you the same, if not better chance of getting a replacement.

Also, when I got my iPhone replacement I brought my magsafe adapter which the sheathing was pulling from the adapter exposing the wire. They also replaced this at no charge. I am starting to think maybe Applecare might be worth the money.

In regards to the Invisible Shield, I have one on the iPhone that I dropped. It didn’t protect the iPhone screen from cracking from the fall, but it sure did a great job keeping unscathed from normal everyday use. Actually the Shield prevented the glass from coming off the iPhone so I could still use it. When I pulled of the Shield at the Apple Store the glass came up with it. Now all I have to do is to get my FREE replacement and install on my iPhone and I am set.

Regards and good luck to those who have damaged their beloved iPhones
Conrad

Before I took my iPhone into the Apple Store I was fully expecting to pay a replacement. I thought, what the heck, I might as well be up front about what happened and ask the question “Is there anyway I can get a replacement iPhone without paying a replacement fee?”….I got lucky. I have read numerous posts (usually from those in the States) about some people being successful about Apple replacing their at no charge, and some having to pay for it.

I don’t think everyone that drops and cracks their screen will get a new one, but it’s worth going to Apple and trying.

Maybe making up a story about battery life and sending back to Rogers would work, but I think being honest and asking for what you want would give you the same, if not better chance of getting a replacement.

Also, when I got my iPhone replacement I brought my magsafe adapter which the sheathing was pulling from the adapter exposing the wire. They also replaced this at no charge. I am starting to think maybe Applecare might be worth the money.

In regards to the Invisible Shield, I have one on the iPhone that I dropped. It didn’t protect the iPhone screen from cracking from the fall, but it sure did a great job keeping unscathed from normal everyday use. Actually the Shield prevented the glass from coming off the iPhone so I could still use it. When I pulled of the Shield at the Apple Store the glass came up with it. Now all I have to do is to get my FREE replacement and install on my iPhone and I am set.

Regards and good luck to those who have damaged their beloved iPhones
Tim Aucoin

Question. My iPhone has a spot on the left side (just outside the actual screen area) that looks like something may be trying to lift off. It almost looks like an air bubble between the top glass and the layer(s) below. Do you guys think this is something I should bring to Apples attention? It definitely doesn’t look right. It doesn’t affect the actual viewing area of the screen, but I’m worried it could be a potential issue down the road. Thanks for any comments
Tim Aucoin

Question. My iPhone has a spot on the left side (just outside the actual screen area) that looks like something may be trying to lift off. It almost looks like an air bubble between the top glass and the layer(s) below. Do you guys think this is something I should bring to Apples attention? It definitely doesn’t look right. It doesn’t affect the actual viewing area of the screen, but I’m worried it could be a potential issue down the road. Thanks for any comments
Tim Aucoin

Question. My iPhone has a spot on the left side (just outside the actual screen area) that looks like something may be trying to lift off. It almost looks like an air bubble between the top glass and the layer(s) below. Do you guys think this is something I should bring to Apples attention? It definitely doesn’t look right. It doesn’t affect the actual viewing area of the screen, but I’m worried it could be a potential issue down the road. Thanks for any comments
Conrad

Sounds like it might be a defect. I would certainly bring it in to Apple, if there’s one near you.

Good luck.
Conrad

Sounds like it might be a defect. I would certainly bring it in to Apple, if there’s one near you.

Good luck.
Conrad

Sounds like it might be a defect. I would certainly bring it in to Apple, if there’s one near you.

Good luck.
Conrad

Sounds like it might be a defect. I would certainly bring it in to Apple, if there’s one near you.

Good luck.
Peacock

Hey Guys,
I found a dead pixel in the middle of my screen (using the flashlight app) and I called Rogers. They said that the warranty doesn’t cover dead pixels. I called Apple. They said whether I have one dead pixel of 100, they will replace it free of charge because it is a hardware issue and not a software issue. So I’m going to wait till summer (near the 1 year warranty expiry date) to get my iPhone replaced free of charge. That way, I can get a “brand new” battery, I don’t have to unjailbreak my iPhone, and I don’t have to replace my invisible shield right away.
All in all, if you have a dead pixel, call apple, not rogers.
Peacock

Hey Guys,
I found a dead pixel in the middle of my screen (using the flashlight app) and I called Rogers. They said that the warranty doesn’t cover dead pixels. I called Apple. They said whether I have one dead pixel of 100, they will replace it free of charge because it is a hardware issue and not a software issue. So I’m going to wait till summer (near the 1 year warranty expiry date) to get my iPhone replaced free of charge. That way, I can get a “brand new” battery, I don’t have to unjailbreak my iPhone, and I don’t have to replace my invisible shield right away.
All in all, if you have a dead pixel, call apple, not rogers.
Peacock

Hey Guys,
I found a dead pixel in the middle of my screen (using the flashlight app) and I called Rogers. They said that the warranty doesn’t cover dead pixels. I called Apple. They said whether I have one dead pixel of 100, they will replace it free of charge because it is a hardware issue and not a software issue. So I’m going to wait till summer (near the 1 year warranty expiry date) to get my iPhone replaced free of charge. That way, I can get a “brand new” battery, I don’t have to unjailbreak my iPhone, and I don’t have to replace my invisible shield right away.
All in all, if you have a dead pixel, call apple, not rogers.
Peacock

Hey Guys,
I found a dead pixel in the middle of my screen (using the flashlight app) and I called Rogers. They said that the warranty doesn’t cover dead pixels. I called Apple. They said whether I have one dead pixel of 100, they will replace it free of charge because it is a hardware issue and not a software issue. So I’m going to wait till summer (near the 1 year warranty expiry date) to get my iPhone replaced free of charge. That way, I can get a “brand new” battery, I don’t have to unjailbreak my iPhone, and I don’t have to replace my invisible shield right away.
All in all, if you have a dead pixel, call apple, not rogers.
http://www.iphoneincanada.ca Gary

I don’t think they need to worship us, but they do need definitely respect us and offer better service and warranty support. Rogers is seriously an epic FAIL when it comes to service and customer care. When was the last time you felt good about calling them about an issue?

I think Apple definitely knows what it takes to give you the service you want to get you back and buying more Apple products. It works both ways, really!
http://www.iphoneincanada.ca Gary

I don’t think they need to worship us, but they do need definitely respect us and offer better service and warranty support. Rogers is seriously an epic FAIL when it comes to service and customer care. When was the last time you felt good about calling them about an issue?

I think Apple definitely knows what it takes to give you the service you want to get you back and buying more Apple products. It works both ways, really!
http://www.iphoneincanada.ca Gary

I don’t think they need to worship us, but they do need definitely respect us and offer better service and warranty support. Rogers is seriously an epic FAIL when it comes to service and customer care. When was the last time you felt good about calling them about an issue?

I think Apple definitely knows what it takes to give you the service you want to get you back and buying more Apple products. It works both ways, really!
http://www.iphoneincanada.ca iPhone Fan

I don’t think they need to worship us, but they do need definitely respect us and offer better service and warranty support. Rogers is seriously an epic FAIL when it comes to service and customer care. When was the last time you felt good about calling them about an issue?

I think Apple definitely knows what it takes to give you the service you want to get you back and buying more Apple products. It works both ways, really!
http://www.iphoneincanada.ca Gary

Now that’s another amazing example of great customer service. Try doing the same with your Dell
http://www.iphoneincanada.ca Gary

LOL…don’t lie…honesty is the best policy.
http://www.iphoneincanada.ca Gary

Now that’s another amazing example of great customer service. Try doing the same with your Dell
http://www.iphoneincanada.ca Gary

LOL…don’t lie…honesty is the best policy.
http://www.iphoneincanada.ca iPhone Fan

Now that’s another amazing example of great customer service. Try doing the same with your Dell
http://www.iphoneincanada.ca iPhone Fan

LOL…don’t lie…honesty is the best policy.
http://www.iphoneincanada.ca Gary

Thanks again for the story, Conrad!
http://www.iphoneincanada.ca Gary

Thanks again for the story, Conrad!
http://www.iphoneincanada.ca Gary

Thanks again for the story, Conrad!
http://www.iphoneincanada.ca Gary

I was wondering about this myself. You can buy AppleCare for every other product but not the iPhone, one of Apple’s “three legs” of business?? It’s confusing…
http://www.iphoneincanada.ca Gary

I was wondering about this myself. You can buy AppleCare for every other product but not the iPhone, one of Apple’s “three legs” of business?? It’s confusing…
http://www.iphoneincanada.ca iPhone Fan

I was wondering about this myself. You can buy AppleCare for every other product but not the iPhone, one of Apple’s “three legs” of business?? It’s confusing…

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