Rip Off Iphone Repair Charge

[daveb1]

Very unhappy with Apple and True! I have a six month old iphone 4 still under warranty. About 4 weeks ago I had a problem with the headphone socket on the iphone which was only outputting music in one ear! I took the phone back to the true shop and they sent the phone off to Bangkok (in fact Singapore) for repair. When I took the phone in it was as new totally unmarked and unscratched. They said it would take 2 weeks to repair. Nearly 4 weeks later they now tell me that they won’t repair it only replace it with a new one (probably reconditioned) but because there was a small scratch on the top of the phone (not there when I took it in) this makes the warranty void and u have to pay 7000 baht for a replacement phone. What a complete rip off! Has anyone else had this kind of problem with apple?

[thaicbr]

how does a scratch effect the warranty?

I would email Apple in the US.

[daveb1]

Thats what I said! Cant find a customer service email address anywhere on the Apple websites and the call centre for Thailand now has a recorded message now just refers you to the website. Going round in circles very frustrating

[nikster]

Thats what I said! Cant find a customer service email address anywhere on the Apple websites and the call centre for Thailand now has a recorded message now just refers you to the website. Going round in circles very frustrating

You need to get through to real Apple customer service. Unfortunately this is problematic in all countries without official Apple store. I'd go to the True center and complain there first in person, insist they honor the warranty. A scratch doesn't invalidate the warranty - what I have heard is that the moisture sensors inside the phone sometimes react to the high humidity here so Apple will think that the phone was submerged in water (which voids the warranty). Maybe that's the issue? It's common. Again the solution is to keep complaining to multiple sources.

Write an angry (but short) letter to steve jobs (google the email). I did that in the past with good success, but now that he's not around anymore I am not sure they still check this email. Of course Jobs didn't answer me but I did get contacted by a customer service rep from Singapore and she took care of my problem. They sent me a new main board because the ******* apple repair shop in CM had broken my old one while they were replacing the screen... the shop of didn't take any responsibility for it but Apple sent out a new main board free of charge (a $1000 value). For an out of warranty MacBook Pro.

[daveb1]

thanks for that. I have tried complaining for an hour in the true shop but to no avail. What really bugs me is i know that there was not a mark on that phone when i took it in for repair and for them to say there is now a scratch on it which means the warrenty is void is stupid and a great way to con customers into paying when it should be free. I love Apple products but this has really made me think twice about ever buying apple again

[Jimi007]

thanks for that. I have tried complaining for an hour in the true shop but to no avail. What really bugs me is i know that there was not a mark on that phone when i took it in for repair and for them to say there is now a scratch on it which means the warrenty is void is stupid and a great way to con customers into paying when it should be free. I love Apple products but this has really made me think twice about ever buying apple again

It's True that sucks! Their service has always sucked! Buy direct from Apple, then buy a SIM card from whatever provider you choose. Plus I've read it's a bit cheaper to buy direct from Apple...

[daveb1]

Bit too late for that now! Anyone taking an iphone into True for repair make sure you get them to agree and sign as to the condition of your phone before they send it off or you too may get a 7000 Baht bill for nothing

[jamesbrock]

My experience with Apple in regards to iPhone hardware problems have always been above my expectations. In the past three and a bit years, I have taken three iPhones back to Apple; 1 for a dead pixel - this was replaced with a brand new one on the spot; 1 for an issue with the antenna - this was also replaced on the spot; and 1 because it fell into some 'water' - this was considered an 'Out of Warranty" replacement, and cost me AUD$289.95.

In neither of the two 'covered by warranty' replacements did scratches or other cosmetic damage negate their warranty - in fact, the second phone to be replaced (a 3GS) had small cracks in the back cover either side of the connector port. They were noticed by the Apple Genius, and he still went ahead with the free replacement. I can't imagine Apple knocking back your warranty-replacement due to a "small scratch on the top of the phone" (even if it was there when you took it in); and even IF they did, you should still be eligible for an Out of Warranty replacement.

A quick search of the Australian Apple site shows Out of Warranty replacement charges of AUD$248.95 for the 4S, and AUD$198.95 for the 4, 3GS & 3G. A quick search of the Thai website says, "Please contact your carrier or an Apple Authorised Service Provider for Out-of-Warranty Service Options."

I would say that you're definitely being ripped off here, and the exorbitant charge of 7000THB is being levied by True, and consists of Apple's Out of Warranty replacement fee, AND a large commission to them - even though you are definitely eligible for an in-warranty replacement.

[siam2007]

thanks for that. I have tried complaining for an hour in the true shop but to no avail. What really bugs me is i know that there was not a mark on that phone when i took it in for repair and for them to say there is now a scratch on it which means the warrenty is void is stupid and a great way to con customers into paying when it should be free. I love Apple products but this has really made me think twice about ever buying apple again

It's True that sucks! Their service has always sucked! Buy direct from Apple, then buy a SIM card from whatever provider you choose. Plus I've read it's a bit cheaper to buy direct from Apple...

TRUE is 100% Thai Company. not a subsidiary of any Western Company, not connected to any Western Company. It is a Thai company with a Thai attitude. do we need to say more ? Sadly, in many cases they have enjoyed some kind of monopoly, at least in the past....