A few of my friends are in the same situation I was, so in the interest of sharing know-how I'm writing this guide on what I did to get a replacement iPhone 3G from Apple while I was out of warranty.
You may have heard about the troubles some people are having with Apple's iPhone OS 3.1 update recently. I fell victim to a barrage of problems with my iPhone 3G since the update, namely a problem where the device wouldn't wake from sleep. Naturally, I went to Apple for support. What makes my case interesting is that my iPhone 3G was two months out of warranty, and Apple still replaced my iPhone 3G with a refurbished unit at no cost to me. The following article explains what I did, and how I did it.
Try solving the problem yourself
When you're on the phone to Apple, they need to know that you've tried everything you can to get it working again. If they're not convinced of this, they'll probably talk you through it step by step on the phone - wasting both the operator's and your time. Better still, doing one of these will probably solve your problem.
- Restore from backup. In iTunes, with your iPhone connected, select your device from the left hand menu. You will see a big button labeled 'Restore'. Press it. Your iPhone will take some time and reset itself back to factory defaults. Afterwards, it will copy all your settings and data back on so it will be just like it was before.
- Restore without backup. If the problem is still there after a restore, do the restore again - but this time don't restore from the backup iTunes made of your device. Set it up as a new phone.
- Restore via DFU mode. The problem is still lingering? This step probably won't fix it if you've tried the other two, but do it for the sake of trying everything. While your iPhone is connected to iTunes press and hold the Sleep/Wake & Home Buttons for 10 seconds exactly. After 10 seconds, release the Sleep/Wake Button but keep holding the Home button for another 10 seconds. iTunes will prompt you when it sees your iPhone in recovery mode. The iPhone's screen will remain blank. (better instructions on how to do this here). Restore as described above via iTunes.
After each of these steps, use and test your device so you can check if the problem is still there. If you notice the same problem lingering on, it's time to get in touch with Apple's support team.
Prepare to call Apple.
Have all of your information ready.
- iPhone purchase date (and proof of purchase)
- Serial number (displays in iTunes next to your iPhone, and in Settings > General > About in your phone)
- IMEI number (displays in Settings > General > About in your phone)
Also, be sure to be in a relaxed, patient and understanding mood. You're about to call a multinational corporation for a favour. This isn't going to be a walk in the park. Getting angry isn't going to work.
Call Apple
Because I'm out of warranty, the first step I took was to get in touch with Apple's Customer Relations (CR) department. As the department's name suggests, it's their job to keep good relations with customers. If your iPhone is still in warranty, then you can skip calling these guys and head straight for tech support.
I don't know how this works internationally, but in Australia when you call Apple on 133622 (133MAC), you get a voice prompt to press a number for whichever department it is you want. To skip that, press 9 - it forwards you to reception where you can speak to a human being. Ask for Customer Relations (or Tech Support if you still have warranty).
I cannot emphasise this next point enough. It is the make and break of this entire process.
BE POLITE!
It's incredible how many people don't seem to get this. Use good manners - they define you as a person. The problem you're having with your device are not the phone operator's fault. You're not talking to someone who's trying to screw you over. The person on the other end of the phone line is doing their best to help you, given the guidelines they follow from Apple. Remember that they are a person, and they probably have to deal with much meaner people than you
every day. Be friendly, nice and respectful, at the very least they deserve it.
The CR rep was reasonable and friendly. My first words were "Hi. I'm having a problem with my iPhone 3G, it's two months out of warranty, and I'd like to apply for an extension to my warranty so it can be looked at by Apple." The rep took my serial number, and confirmed that I was indeed out of warranty, and proceeded to asked more about my problem. I explained that my iPhone had become intermittently unresponsive after the 3.1 update, and that I'd never had any trouble with it before this update. In a very short time, the rep had issued an exception to my warranty for this problem.
Apple need to verify that the device is actually faulty, so they will ask you to take it to a tech in an Apple store, presumably for replacement. This wasn't an option for me however. I live in a city called Adelaide in Australia. I'm a customer of Virgin Mobile. There are no Virgin Mobile or Apple stores in Adelaide, so taking my device to a tech in person is impossible. I explained to them that I've worked as an iPod technician in an Authorised Apple Service Centre, and that I'm quite capable of diagnosing this myself.
The rep asked to put me on hold so she could talk to a tech about my problem. Before I was put on hold, I told her the steps I'd already taken in trying to solve the problem (knowing full well that the tech would tell me to restore the iPhone). She took this information to the tech. I was on hold for about five minutes. When she returned, she told me they were satisfied that the iPhone was faulty and that I'd tried everything I could do. They issued me a postage sticker and asked me to mail my iPhone to them. Apple were replacing my iPhone under warranty that I didn't have. I'd been given a favour.
I gave plenty of thanks to the operator. She was fantastic from start to finish.
Protect your data.
Apple might make a refurbished iPhone for someone else to use from the parts of your old one. Before I sent my iPhone away, I did a full backup then secure erase of all data. This took about an hour.
Wait.
It took nine days of no iPhone for me. Mileage may vary. In this time, you will come to realise how much your iPhone has changed your lifestyle.
I'm now enjoying my slinky iPhone 3G replacement.
- If you live in a city with an Apple store, you can probably just go into the store after talking to CR - I don't have this luxury.
- Remember to be polite to everyone, regardless of warranty status.
I hope you enjoyed this article, please post a comment below. Have you had a product replaced (or rejected) by Apple service?
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