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AppleCare Service - iPhone Loaner UnBoxing
Posted on Monday, November 05 @ 10:07:39 PST by lincomatic
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About 2 weeks ago, my iPhone suddenly refused to charge. Over the course of 2 days, I finally got it to charge again by constantly resetting it and attaching/detaching the sync cable. I found that it would charge w/ my computer, but not w/ the white power brick it came with. After 3 days of futzing with it, I miraculously nursed it back to full battery health, but last week, it suddenly stopped charging again, this time for good. I contacted Apple for service, and here is what the experience was like...
Here is what my iPhone currently looks like:
Last Friday afternoon, I called Apple to complain. This kid with a slightly arrogant attitude answered. He wanted to walk me through holding down the reset+menu buttons to see if that would help it wake up, but I told him I'd already done it a zillion times. Next, he told me to try reloading the firmware on the phone, but I told him that was impossible, since it wouldn't even turn on. He put me on hold for a while, then came back, and asked me to make an appointment @ the local Genius Bar. He said that would probably be the fastest way to get service, because if (and only if) they had an extra unit in the store, they could give me a loaner. I didn't feel like wasting an hour or two shlepping down to the local Apple Store, so after a bit of coaxing, he finally relented and let me do it by mail. He kept trying to convince me to take the Genius Bar approach, by telling me that I probably wouldn't get the loaner until next Wed (4 days later), but nevertheless, arranged for a loaner to be mailed out to me. To my surprise, it arrived this morning (Mon). That was quick... less than 1/2 business day!
The loaner arrived via Fedex in a brown box. In typical Apple form, even their loaners arrive in style. The loaner was inside the embedded white box:
Note that the white box containing the phone was double sealed w/ plastic tape circles:
Upon opening the white box, I was greeted by a foam pouch containing the loaner, and an Apple SIM Removal Tool (aka paperclip). Note the luxurious black foam in the top of the box. Apple takes great care to try to impress in the unboxing experience, even for repair orders. Being the geek that I am, I feel odd opening Apple's fancy packaging; it's like opening a bottle of cologne or something from a fancy boutique:
The loaner phone has "AppleCare Service" engraved on the back, to denote its status as a loaner. Note the nasty scratch on the front:
 Â Â 
Finally, I found a big stack of 3M sealing tape in the bottom of the box .. far more than I needed to seal the box for the return voyage to Apple. I placed my broken iPhone into the packaging, sealed it up with the supplied tape, and dropped it off at my local Fedex on the same day (Monday). Now, let's see how long it takes to get my phone back, and how well they fix it.
I was pleasantly surprised to receive my return unit only 2 days later, on Wednesday. It turns out that rather than fix my unit, Apple sent me a replacement. The return unit came in the following box:
The white box on the left is like the one which contained my loaner phone; I placed my loaner phone in it for return to Apple. The box on the right contained the replacement phone. Here is what the looked like inside:
Note that when I took the photo, I had already removed the protective wraps from the replacement phone. The replacement was obviously old, due to the low serial number, but it looks like new and is working fine so far. All in all, I have no complaints about AppleCare service.
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Average Score: 5
Votes: 1
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