Hi David and all, I agree with most of your comments and have found Apple to be absolutely outstanding in terms of customer support and level of service; as you rightly point out, they go far above and beyond what many other mainstream companies provide, and in terms of accessibility--well, they're lightyears ahead of anyone else.
In terms of the rattle, I do think it's fair that if a customer is experiencing something on their phone which is not present on others (i.e. the display models in the Apple store) then it's only natural to want a replacement. Yes there isn't anything wrong with the phone's functionality at present, but, it could be a symptom of something to come. When you buy a new handset you do expect it to be, well, perfect, in comparison to other handsets of the same model. However, when I called Apple they were very very helpful and didn't indicate that I would have any trouble getting my phone replaced. I went with my carrier's replacement program only because I wanted to have a new handset, not a refurbished one. I am fairly certain that in Canada Apple can charge you for another handset, ship it out, then credit the charge when your original is mailed back; but I am not certain of this. Grant On 11/5/12, David Chittenden <[email protected]> wrote: > The wonderful thing about he said / she said is it can't be proven either > way, but can be used to justify one's assertions. > > I do not know if Apple has such a policy, but I do know that they will > repair or replace any product under warranty, and provide way above industry > standard customer service for anyone under warranty or service plan. > > The majority of computer company service plans only cover a set number of > customer service/tech support calls. When you exceed that number, you are > charged significant amounts of money for each tech support question. > > In my experience, the majority of tech companies will not send out a > replacement product until after they receive the original product. > > In my experience, the majority of tech companies only pay freight to send > product back to me. > > In my experience, aside from Assistive Technology specific companies, the > vast majority of tech companies do NOT set up dedicated support toll-free > numbers for disabled customers. > > In my experience with mobile phones, if the phone has a slight rattle in it, > but the phone works properly, no company will replace the phone after the > initial replacement period. > > I've worked for a couple different AT companies in the past. One of the > companies was very focused on customer service. Because this was our focus, > many people complained about our product. We released patches and upgrades > monthly. The more responsive we were, the more people complained. Another AT > company I worked for only paid a little more than lip-service to customer > service. We released patches every few months or longer. This company was > larger, and we received less complaints. And, more people purchased this > company's products. Therefore, the lesson companies should learn is to just > ignore the complaints if you want to grow from a smaller to a larger > company? > > David Chittenden, MSc, MRCAA > Email: [email protected] > Mobile: +64 21 2288 288 > Sent from my iPhone > > On 06/11/2012, at 16:22, James Mannion <[email protected]> wrote: > >> I also heard that episode, but the really disturbing thing is in the >> latest one after that, someone from Apple had commented that they have >> a policy that they will not replace an IPhone for the rattle problem >> and they stated tey have official Apple documents that state they will >> not do it. That is really disturbing when some are clearly having >> issues with a rattle that is not there in others and it sounds like >> Apple is taking the direction of a cover up. If some do not rattle, >> none of them should. Apple needs to own up to their crap for quality >> control and make things right for everyone. >> >> On 11/5/12, Grant Hardy <[email protected]> wrote: >>> Hi all, >>> >>> Just wanted to give an update on the "rattle" sound I heard when >>> shaking my iPhone 5. >>> >>> My phone company offers a 14-day window where you can get your unit >>> exchanged with a brand-new, sealed unit. I opted for this just in >>> case. >>> >>> The new unit has no rattle at all. I'm very happy. >>> >>> I'm convinced there was something moving around in the older unit that >>> shouldn't be. >>> >>> Grant >>> >>> On 10/24/12, Grant Hardy <[email protected]> wrote: >>>> For sure, the thing is though that the subtle clicking sound on my >>>> phone isn't at all significant. If I take it back and get a >>>> replacement, it'll be a refurbished unit which I really don't want if >>>> I can help it. >>>> >>>> On 10/24/12, Sieghard Weitzel <[email protected]> wrote: >>>>> Hi all you who have a rattling iPhone, >>>>> >>>>> Rob from the Today in iOS Podcast just covered this issue in his last >>>>> episode and he had several callers who called in reporting that they >>>>> had >>>>> various noises. One caller said his made more of a stronger >>>>> rattle/clunk >>>>> and >>>>> that he ended up getting a new iPhone after he took his phone to an >>>>> Apple >>>>> Store and the tech determined his battery was slightly loose. Other >>>>> callers >>>>> said the small clicking/rattle could be the camera lens or the home >>>>> key. >>>>> My >>>>> 4S is dead quiet and I never noticed a rattle with my 4 either and I >>>>> had >>>>> an >>>>> iPhone that made a significant noise when I shook it I'd probably take >>>>> it >>>>> back to Apple and argue that this should not be which seems to be what >>>>> quite >>>>> a few of the callers seemed to agree with. >>>>> >>>>> >>>>> Regards, >>>>> Sieghard >>>>> >>>>> >>>>> -- >>>>> You received this message because you are subscribed to the "VIPhone" >>>>> Google >>>>> Group. >>>>> To search the VIPhone public archive, visit >>>>> http://www.mail-archive.com/[email protected]/. >>>>> To post to this group, send email to [email protected]. >>>>> To unsubscribe from this group, send email to >>>>> [email protected]. >>>>> For more options, visit this group at >>>>> http://groups.google.com/group/viphone?hl=en. >>>>> >>>>> >>>>> >>>> >>> >>> -- >>> You received this message because you are subscribed to the "VIPhone" >>> Google >>> Group. >>> To search the VIPhone public archive, visit >>> http://www.mail-archive.com/[email protected]/. >>> To post to this group, send email to [email protected]. >>> To unsubscribe from this group, send email to >>> [email protected]. >>> For more options, visit this group at >>> http://groups.google.com/group/viphone?hl=en. >>> >>> >>> >> >> -- >> You received this message because you are subscribed to the "VIPhone" >> Google Group. >> To search the VIPhone public archive, visit >> http://www.mail-archive.com/[email protected]/. >> To post to this group, send email to [email protected]. >> To unsubscribe from this group, send email to >> [email protected]. >> For more options, visit this group at >> http://groups.google.com/group/viphone?hl=en. >> >> > > -- > You received this message because you are subscribed to the "VIPhone" Google > Group. > To search the VIPhone public archive, visit > http://www.mail-archive.com/[email protected]/. > To post to this group, send email to [email protected]. > To unsubscribe from this group, send email to > [email protected]. > For more options, visit this group at > http://groups.google.com/group/viphone?hl=en. > > > -- You received this message because you are subscribed to the "VIPhone" Google Group. 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