Does anyone else find this absurd?

Contributor

Does anyone else find this absurd?

I bought a refurb 16g iPhone 3GS in Febuary 2010. Yesterday I dropped it and cracked the glass. I went to an Att store today looking to replace it with a $49.99 3GS. They told me I had to pay full price ($400 some for a phone model that is 3 years old) or wait until September when I'm eligible for an upgrade. I am a good costumer who pays his bills on time. I am (was) planning to stay with Att so it's not like I am trying to rob them. I don't think think getting a replacement (not an upgrade) for a low price Is so unreasonable. Now I am stuck with a working but broken phone for the next two months. I am now considering Verizon come next Febuary but probably won't have better luck with them. My next phone I will be purchasing Apple Care. Apple treats there costumers better than this. Does anyone else find this completely absurd?
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Message 1 of 53

Re: Does anyone else find this absurd?

Take it to an Apple store and ask if they can do something for you...

 

Sometimes they will,  if you're nice.

 

Don't expect much from AT&T, they have you locked to a contract and they remind you of that at every stop.

 

 

Message 2 of 53
Professor

Re: Does anyone else find this absurd?


shagstudios2004 wrote:
I bought a refurb 16g iPhone 3GS in Febuary 2010. Yesterday I dropped it and cracked the glass. I went to an Att store today looking to replace it with a $49.99 3GS. They told me I had to pay full price ($400 some for a phone model that is 3 years old) or wait until September when I'm eligible for an upgrade. I am a good costumer who pays his bills on time. I am (was) planning to stay with Att so it's not like I am trying to rob them. I don't think think getting a replacement (not an upgrade) for a low price Is so unreasonable. Now I am stuck with a working but broken phone for the next two months. I am now considering Verizon come next Febuary but probably won't have better luck with them. My next phone I will be purchasing Apple Care. Apple treats there costumers better than this. Does anyone else find this completely absurd?

What I find obsure is people like yourself that believe they are entitled to a discounted device despite the fact they are still under contract for the discounted device they already have.  Based on the details you provided, you are only entitled to pay either full price for a replacement or the Early upgrade price.

 

The only thing Apple may do for you is either offer you the $199 Out of Warranty replacement or possible, IF you are really nice, replace it under warranty.  I do not believe they replace the screens.  Apple is not required to do anything for you. Based on your own description, the device is damaged due to your negligence (i.e. dropping the device).

 

By the way, AppleCare does NOT cover user negligence either.  AT&T is treating you the same way they treat all customers, per the terms of the contract you agreed to.  Just because you believe you are entitled to something does not make it true.

Message 3 of 53
Master

Re: Does anyone else find this absurd?


shagstudios2004 wrote:
I went to an Att store today looking to replace it with a $49.99 3GS. They told me I had to pay full price ($400 some for a phone model that is 3 years old) or wait until September when I'm eligible for an upgrade.
Absurd? No. AT&T gave you your options. You can't expect to pay just $49.99 to get a new replacement phone...that's the new two-year contract or upgrade price for a new iPhone 3GS. If I were you, I would just try to cope with the one with the broken screen you have now. Unless you want to pay $400 for a new one when your upgrade eligibility date is two months away, anyway...

Cat Happy Remember that Wild Banchi... 1993-2010 Cat Happy



Message 4 of 53
Scholar

Re: Does anyone else find this absurd?

sorry that you dropped it.but don't expect any help from at&t.

your still to far  out for an early up grade.

Message 5 of 53
Professor

Re: Does anyone else find this absurd?

Many customers have had success with having the screen fixed at the Apple store, no charge, while they wait.

My friend dropped his iPhone 4 a couple of weeks ago, and I suggested this. He went in and asked nicely and respectfully (sans any entitlement attitudes), and they took care of him in about 10 minutes.

I'd recommend consulting Apple with ANY hardware issues. Most customers have much better luck with them than at AT&T.
Message 6 of 53

Re: Does anyone else find this absurd?


satchev wrote:

shagstudios2004 wrote:
I bought a refurb 16g iPhone 3GS in Febuary 2010. Yesterday I dropped it and cracked the glass. I went to an Att store today looking to replace it with a $49.99 3GS. They told me I had to pay full price ($400 some for a phone model that is 3 years old) or wait until September when I'm eligible for an upgrade. I am a good costumer who pays his bills on time. I am (was) planning to stay with Att so it's not like I am trying to rob them. I don't think think getting a replacement (not an upgrade) for a low price Is so unreasonable. Now I am stuck with a working but broken phone for the next two months. I am now considering Verizon come next Febuary but probably won't have better luck with them. My next phone I will be purchasing Apple Care. Apple treats there costumers better than this. Does anyone else find this completely absurd?
  I do not believe they replace the screens.  Apple is not required to do anything for you. Based on your own description, the device is damaged due to your negligence (i.e. dropping the device).
----------------------------------------------------------------------------------------------------------------------------------------------
And therein lies another Satchev supposition.
Changing a screen is a 10 minute job, and the 3Gs screen is a cheap part.  The Apple store has been known to change the screen at no charge, in the name of customer satisfaction - something AT&T knows nothing about.
All the little AT&T fanboys need not reply.
Message 7 of 53
Master

Re: Does anyone else find this absurd?

Absurd no! You got one phone at a discount and you are not yet eligible for a new discount. Also, do not go to ATT for hardware support; Apple provides 100% of the support. Go to your local Apple store. They may swap the phone out for no charge or they may charge you for an out of warranty repair. Make an appointment first to save you some time. www.apple.com/retail

The key ---- Be polite! It is at the discretion of the Genius Bar as to what they will do.
_____________________

For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500

Information on iPhone unlocking can be found here by copying this link into your browser:
https://www.att.com/deviceunlock/client/en_US/
Message 8 of 53
Professor

Re: Does anyone else find this absurd?

Note that Apple fixing the screen is not guaranteed. They don't warranty accidental damage, like when you drop the phone and break it, and are under no obligation to repair it for free. Some people have lucked out with a generous local Apple store and gotten it fixed for free, but others have not and had to pay the $199 for an out-of warranty repair. If there is a local Apple store nearby, you might as well try going there and ask. It may or may not work.

Message 9 of 53
Expert

Re: Does anyone else find this absurd?


wireless-user wrote:

satchev wrote:

shagstudios2004 wrote:
I bought a refurb 16g iPhone 3GS in Febuary 2010. Yesterday I dropped it and cracked the glass. I went to an Att store today looking to replace it with a $49.99 3GS. They told me I had to pay full price ($400 some for a phone model that is 3 years old) or wait until September when I'm eligible for an upgrade. I am a good costumer who pays his bills on time. I am (was) planning to stay with Att so it's not like I am trying to rob them. I don't think think getting a replacement (not an upgrade) for a low price Is so unreasonable. Now I am stuck with a working but broken phone for the next two months. I am now considering Verizon come next Febuary but probably won't have better luck with them. My next phone I will be purchasing Apple Care. Apple treats there costumers better than this. Does anyone else find this completely absurd?
  I do not believe they replace the screens.  Apple is not required to do anything for you. Based on your own description, the device is damaged due to your negligence (i.e. dropping the device).
----------------------------------------------------------------------------------------------------------------------------------------------
And therein lies another Satchev supposition.
Changing a screen is a 10 minute job, and the 3Gs screen is a cheap part.  The Apple store has been known to change the screen at no charge, in the name of customer satisfaction - something AT&T knows nothing about.
All the little AT&T fanboys need not reply.


Apple will sometimes replace the screen for free if the phone is under warrenty, if the phone is out of warrenty it is 199.00

 

"have been know to change the screen at no charge" is like saying a police officer has been know to give a warning ticket for doing 50 in a 25 mile zone - a rarity but it has happened someplace in the world in the current millenium.

 

A corporation fanboi

Message 10 of 53
ACE - Professor

Re: Does anyone else find this absurd?

Not obsurd at all. Apple doesn't cover damage, only defects. Dropping your phone isn't a defect.

 

Take it to an apple store, should be $200 or less to replace the glass. I think on the iP3GS it might be as low as $100.

 

FYI being a good customer and paying your bills is nice, but it doesn't provide insurance.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 53

Re: Does anyone else find this absurd?


wingrider01 wrote:

 

 

"have been know to change the screen at no charge" is like saying a police officer has been know to give a warning ticket for doing 50 in a 25 mile zone - a rarity but it has happened someplace in the world in the current millenium.

 

A corporation fanboi



You would be shocked to know that I too am a corporate fanboi, for over 40 years.  However, treating customers with respect and helping them is what separates AT&T from the rest of the pack.  Over the years I have helped my clients get things done in ways that would make people squirm.  But in the end it's all about customer satisfaction carefully balanced with profit and employee morale. Helping one client solve a problem that someone else fails to address because of some TOS  is worth more than a $20 part. And I can assure you, the parts we deal with cost far more than 20 bucks.

 

To continually wave the TOS in the client's face is to do nothing more than demonstrate arrogance and power. To truly help your client is the sign of a good corporate citizen.  Yes, it might cost you a few dollars to do that but over the long haul it's the strategic value of the relationship that counts.

 

While your legal department is chasing people who violate your TOS, we're working the turf to keep our current clients happy and to grow the base by demonstrating superior service to prospective clients, it seems to be working.

 

It's funny, AT&T used to be easy to work with back in the old days, but no more, today they're just another commodity provider.

 

And yes, asking the Apple store for help "may" yield a free repair. It doesn't  hurt to ask, you might be surprised at the results if you don't wave the TOS or contract in their collectives faces. I didn't say all Apple stores would replace that broken screen, I said they have been known to help their customer resolve a problem regardless of the warranty status or cause of the problem.   And yes, I have been given a warning when driving way too fast,  and I have also received  citations for doing the same.

 

 

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Message 12 of 53
Employee

Re: Does anyone else find this absurd?

Nice thoughtful comment..and some vry good points but..

Fact of matter is att doesn't deal w anything hardware related to iphones. And that's per Apple..not att
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 13 of 53

Re: Does anyone else find this absurd?


Fiercekitty wrote:
Nice thoughtful comment..and some vry good points but..

Fact of matter is att doesn't deal w anything hardware related to iphones. And that's per Apple..not att

AT&T "could" replace the device as easily as Apple. But AT&T would rather wave the TOS in your face rather than help you.

 

Don't think I'd expect AT&T to repair anything.

Message 14 of 53
Professor

Re: Does anyone else find this absurd?


wireless-user wrote:

Fiercekitty wrote:
Nice thoughtful comment..and some vry good points but..

Fact of matter is att doesn't deal w anything hardware related to iphones. And that's per Apple..not att

AT&T "could" replace the device as easily as Apple. But AT&T would rather wave the TOS in your face rather than help you.

 

Don't think I'd expect AT&T to repair anything.


No, AT&T cannot.  Per the terms of the contract between AT&T and Apple, ONLY Apple provides hardware support for iPhones in the US.

Message 15 of 53
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