How to Maximize your iPhone 3G One Year Warranty

By Gary Ng on May 26th, 2009 63

July 11th, 2008–what does this date represent to you? Obviously it was the happiest day of your entire life (forget the wedding day, graduation, Driver’s License pass, citizenship, first job, first son/daughter, birthday, first shower/bath, anniversary, etc.–the iPhone 3G usurps all of that) 227 days ago, the iPhone 3G was finally available in stores across Rogers and Fido locations in Canada. Sure, the wait was painful and just downright excruciating for some, but in the end most would say it was worth it.

As the one year anniversary of the iPhone’s launch in Canada comes closer, it also brings forward another very important point: your iPhone 3G’s one year warranty will soon expire. For most, their iPhones are in excellent condition. For others, they can only imagine such a perfect scenario.

My Own Battles with the iPhone 3G

Personally, I had my battles with the iPhone 3G’s dismal battery life (have you read how to increase your iPhone 3G’s battery life?) in the beginning, but that was soon solved. My “refurb” replacement unit from Rogers arrived with a scuff on the back of the iPhone! Sure, did this warrant another call to Rogers to request a replacement? Well, I would assume so since most of us are committing well over $3000 over 3 years to enjoy the iPhone 3G.

We heard about iPhone 3G units developing random cracks in the plastic, which Apple quietly replaced in stores. Well, just yesterday I ended up with another problem with my iPhone. I dropped my iPhone accidentally and luckily the small drop did not result in any physical damage.

However, this bump caused a small amount of dust and debris to somehow dislodge from within the iPhone and show up underneath my touchscreen. The dust was clearly visible with the screen off. My worry with this was if the dust is there now, just how much more would accumulate?

Two Options for Dealing with Getting a Replacement iPhone

After doing some research online about others experiencing similar issues from bumping their iPhones, I realized this would be a legitimate concern that would fall under the iPhone’s warranty. In a nutshell, iPhone users in Canada have two options:

1. Call Rogers/Fido and ask for a replacement. Can be tedious if you run into CSRs that do not care about you or your stinkin’ iPhone.
2. Visit your nearest Apple Store and book an appointment with a Genius. Apple can make miracles happen in store.

So I called up Rogers today and took my chances, yet again. I explained my situation and how I was worried more dust would accumulate over time, past my warranty period and I would be out of luck. I didn’t have to put up a fight and surprisingly my CSR immediately issued a replacement to be shipped out!

The phone call was over in less than 10 minutes after it was all said and done. I was blown away at what just happened. Normally people get forwarded back and forth for hours on end when dealing with Rogers (we’ve all experienced it at one point or another!). I consider myself lucky!

So What About Visiting an Apple Store?

Apple Stores have iPhones in stock in the back that they can bring out and replace your damaged/defective iPhone on the spot. Obviously you must have a legitimate case for getting a new unit. Other people have been returning their iPhones successfully due to dust in Vancouver as well. If you are going to visit the store, I would suggest booking an appointment online with a Genius before you go.

Tips for Increasing your Chances of Getting a Replacement iPhone

Some users out there have had some bad luck trying to get replacement units on their defective iPhone 3G units. Here are some pointers that might work for you…

- Be calm, courteous and respectful (that means no swearing for you potty mouths out there). These CSRs are human beings after all. Don’t be a first class douche-bag and demand anything. Douch-bags end up getting their plans jacked up secretly after they disconnect.
- Ask questions for clarification, and also try using empathy to get your point across.
- Sometimes, utilizing the weak, uneducated role can play to your advantage as some CSRs just love to talk and explain everything. By doing so you empower them and they will feel positive that they are helping you through your difficult situation.
- Take the following dialogue you could try for example (this worked for me when the Rogers CSR did not seem inclined to take my previous battery issue seriously):

“I’m not asking for much, I just want to have an iPhone 3G that works. I’ve committed to a 3 year contract and I’m paying almost $100/month for a phone with Rogers/Fido. That works out to over $3000 after three years–a huge investment. I could put that money towards my mortgage/kids/retirement/life savings/groceries/rent but I have decided to give my business to Rogers. I’ve been a loyal customer for X years. Is it too much to ask that I just want a working iPhone as I’m not even 1 year into my contract? Am I being unfair or unreasonable? I’m just frustrated, as I’ve been forwarded back and forth and nobody seems to care about resolving my problem. Can you help me? Please? I don’t know what else I can do and I’m begging you to assist me. I have been losing sleep over this iPhone. What would you do and how would you feel in my situation?”

YMMV – Your Mileage May Vary

Use these ideas above at your own risk of course! The fact of the matter remains that if you have an iPhone 3G that has a cracked casing, dust under the screen, constant errors, sleep/wake/volume buttons are recessed, earpiece/mic issues, SIM card errors, etc., there is still hope.

Call Rogers or visit the Apple Store and see what they can do for you. Remember, ask and ye shall receive. In this case, not asking at all is quite possibly the worst thing you can do. Don’t forget that honesty also works too and will go a long way.

Have you received a replacement iPhone 3G before? From Rogers or the Apple Store? For what issue? I’d love to hear about what others have encountered as well.

rogers-iphone3

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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  • Tim

    I’ve replaced my iPhone once already, and it’s been a fairly straightforward process. What happened in my case was the microphone and button on my iPhone stopped working for some reason, after trying another headset, I confirmed that it was not my buds (v-moda phones.. very nice :P ). So I called up Rogers, and after trying a few suggestions by the rep (which I had already done, but I entertained them as a ‘normal’ customer would :P ) I was told my iPhone would be in the mail. Unfortunately they were out of stock for weeks and it took a while to make it to me. I did eventually get a brand spanking new iPhone in the mail (complete with the latest firmware of course). However, now I’m having problems with the sim card popping out randomly. So, I’ll be going for replacement number two soon enough. Hopefully they run out of stock and have to wait to send me a ‘new’ iPhone (crossing my fingers for next gen!).

  • teddyx

    -Shave. They will just charge your account for the cost of the phone. They send you out mail if they don’t recieve it back within 3 weeks. My case was fun… i called in 2 months after getting it for no reason and said that i was having issues with my batter.. i was planning to use this around 10 months time for a replacement. But i was running around at work and i dropped my phone and ended up cracking the screen.. so i was freaking out as any other person would. I called rogers and said that i was still having battery issues and that its making it impossible for me to use my phone. I have to keep it plugged in and i work on the go.. The CSR said 1 second went talk to a supervisor came back and said alright well we’ll mail out your replacement. So a few days later it came in the mail. I bought a 16GB white iphone they amiled me a black 8GB so i called them instantly and told them. they took another 2 weeks to ship out the right iphone to me and said that i had to mail back the old one(s) which they sent me a box with 2 boxes in it for iphones. i sent them both back.. not even a day later in the mail i got a notice from rogers saying that if they didn’t recieve my iphone (the first one) within 1 week they were going to charge my account.

  • teddyx

    -Shave. They will just charge your account for the cost of the phone. They send you out mail if they don’t recieve it back within 3 weeks. My case was fun… i called in 2 months after getting it for no reason and said that i was having issues with my batter.. i was planning to use this around 10 months time for a replacement. But i was running around at work and i dropped my phone and ended up cracking the screen.. so i was freaking out as any other person would. I called rogers and said that i was still having battery issues and that its making it impossible for me to use my phone. I have to keep it plugged in and i work on the go.. The CSR said 1 second went talk to a supervisor came back and said alright well we’ll mail out your replacement. So a few days later it came in the mail. I bought a 16GB white iphone they amiled me a black 8GB so i called them instantly and told them. they took another 2 weeks to ship out the right iphone to me and said that i had to mail back the old one(s) which they sent me a box with 2 boxes in it for iphones. i sent them both back.. not even a day later in the mail i got a notice from rogers saying that if they didn’t recieve my iphone (the first one) within 1 week they were going to charge my account.

  • Kris

    I called the Rogers Call Center, explained to them that my iPhone had some dust under the touchscreen and that I was concerned that it may build up and cause problems later on when the warranty wasn’t valid…..Th woman aksed me if it was alot of dust or a little bit of dust, I said a little. She said “Well, a little dust won’t hurt it ” I replied, “Would you be concerned about a little cancer or just alot of cancer?”

    My replacement should be here in 5-6 business days….

    I did have to go show a Rogers Wireless Center employee, and they in turn had to call Rogers and verify that there was dust…..

    Small price to pay for a brand newie, probably should restore it though…lol

  • Kris

    I called the Rogers Call Center, explained to them that my iPhone had some dust under the touchscreen and that I was concerned that it may build up and cause problems later on when the warranty wasn’t valid…..Th woman aksed me if it was alot of dust or a little bit of dust, I said a little. She said “Well, a little dust won’t hurt it ” I replied, “Would you be concerned about a little cancer or just alot of cancer?”

    My replacement should be here in 5-6 business days….

    I did have to go show a Rogers Wireless Center employee, and they in turn had to call Rogers and verify that there was dust…..

    Small price to pay for a brand newie, probably should restore it though…lol

  • dash8311

    Hi guys,

    I just walked into the Apple Store in Calgary and had my phone replaced with a new one. The bezel by the silent switch and volume rocker was separating from the case. The guy was very helpful and had the new phone activated within minutes. I noticed they take a small jewellers mirror and check something in the earphone jack and charger jack. Water detection perhaps?

    Easier than going through Rogers, that’s for sure.

  • dash8311

    Hi guys,

    I just walked into the Apple Store in Calgary and had my phone replaced with a new one. The bezel by the silent switch and volume rocker was separating from the case. The guy was very helpful and had the new phone activated within minutes. I noticed they take a small jewellers mirror and check something in the earphone jack and charger jack. Water detection perhaps?

    Easier than going through Rogers, that’s for sure.

  • junnurr

    hi. here’s my deal. i have an iphone that was given to me brand new by my sister when she upgraded her plan(she had a nice phone). and this phone was always on silicon rubber case when suddenly i saw a small chip on the plastic between the dock. after a few weeks when i was cleaning it i saw that chip was like an inch longer now. do you think they would replace it? i was planning on going to the apple store @ MARKETMALL (calgary).

  • junnurr

    hi. here’s my deal. i have an iphone that was given to me brand new by my sister when she upgraded her plan(she had a nice phone). and this phone was always on silicon rubber case when suddenly i saw a small chip on the plastic between the dock. after a few weeks when i was cleaning it i saw that chip was like an inch longer now. do you think they would replace it? i was planning on going to the apple store @ MARKETMALL (calgary).

  • Ali khan

    Apple can make miracles happen I went and saw a genius at apple today because of the cracks above my volume buttons on the side and the guy ran diagnostics he asked me if my phone was jailbroken and I told him it was even then he replaced my phone on the spot.
    Great customer service took about 10 minutes for the whole thing
    My advice be honest about it

  • Ali khan

    Apple can make miracles happen I went and saw a genius at apple today because of the cracks above my volume buttons on the side and the guy ran diagnostics he asked me if my phone was jailbroken and I told him it was even then he replaced my phone on the spot.
    Great customer service took about 10 minutes for the whole thing
    My advice be honest about it

  • montreal514

    Hi, iv bought my iphone 3g when it came out las year, on EBAY.. it had a one year warranty i think but now its too late…theres lots of scratchs and the power button is broken, do you thin apple will help me even if im out of warranty? cause rogers i cant deal with them they ask me 500$ for a new iphon e and another 3years contract..bullshit

  • montreal514

    Hi, iv bought my iphone 3g when it came out las year, on EBAY.. it had a one year warranty i think but now its too late…theres lots of scratchs and the power button is broken, do you thin apple will help me even if im out of warranty? cause rogers i cant deal with them they ask me 500$ for a new iphon e and another 3years contract..bullshit

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