Tag Archives: Apple Service

What has happened to the legendary Apple Service? – UPDATED

UPDATE – So after Apple Telephone support rattled my cage, all got resolved by a quick visit to my local Apple Store in Plymouth. After a few diagnostic tests, Apple decided to replace my wife’s iPhone 6S with a new one, and without any fuss. My thanks to the everyone at Apple Plymouth.

Yesterday I mentioned about Apple’s Battery Replacement Programme for the iPhone 6S.

In a nutshell Apple had determined that a very small number of iPhone 6s devices unexpectedly shut down. This is not a safety issue and only affects devices within a limited serial number range that were manufactured between September and October 2015.

I mentioned that my wife’s 6S had been constantly shutting down unexpectedly. I had thought this was down to a software failure. So I followed the links in the Apple support article to book an appointment at my local Apple Genius bar to get the battery swapped.

There were none available for the next 7 days at my local Apple Store. In fact there were none anywhere except one location which only had one time slot left and this was for a store too far away. So I decided to instigate a call to Apple Support to double check that my wife’s phone was being impacted by the fault as described.

So after holding for 25 mins for a support agent, I was told that the battery diagnostic test that can be run remotely does not confirm if the particular phone has the problem. The suggestion by Apple was for them to post me a box, to place the iPhone into, return back to them, and they will then return the phone once fixed. I told the support agent this solution was not acceptable. There was no way my wife could be without her phone. So the support agent told me to keep checking back each day to see if there are any new Genius appointments.

Why are there no Genius appointments anywhere? There are more Apple stores than ever before too. This NEVER used to be like this. It seems to me Apple was deliberately forcing the postal option.

Well my wife had the best solution. She made the following comments. The phone is just over 12 months old and a lot of money was spent on the iPhone. It Apple can’t fix the phone, they can bloody refund my money in full, and I will then buy one that does work properly.

Sounds fair to me!