Applecare Problems/Concerns

Question

Hi there, I would like to tell you about my crappy iPhone experience so far! I am holding the third (yes, 3) phone so far and there are more phones coming. I will explain:
On June 29th, I waited in line for a few hours to purchase the phone-not bad. Since day one, I had this error where I would be using Safari and I experienced something that would resemble a "crash" where the screen would blank out for a second and I would be returned to the home screen. I let it go. The problem seemed to have been spreading to other applications including the phone app. It got to the point where in standby mode I would receive a call and I had to "hope" that the call didn't get dropped and that the phone app wouldn't crash when I "slid" the slider to answer it. VERY FRUSTRATING! On July 6th, I called apple tech support, well I guess they have a number specifically for iPhone related issues. (1-800-MY-IPHONE) Maybe they knew this was coming? The tech guy and I went through every possible reset and reboot we could do over the phone with no luck. I even did the "restore" thing from within itunes and that didn't work either. I called them back on the 8th and told them there was no improvement. Verdict: the phone had to be sent in for "repairs". I told them that I would need a service phone-It's not like I broke it! They asked for my credit card information because they told me that if you fail to return the service phone or are late doing so, they will charge your card $600, and if and when you do return it, they keep $50 bucks! I received the service phone the next day and I returned my phone original one in that same box.
My wall charger failed on me that night as well. It wasn't the usb cable because It worked on my computer, I even tried the cable from my ipod. I had to call them AGAIN and tell them about this. They sent me another one shortly and now I have to send them my old one back. BLAH!
Apparently my original phone had to be replaced. They didn't tell me what was wrong with it, it just said "product replaced" on their repair status website. I received my "new" phone today and guess what??? It's also defective!!! The best way I can describe the defect is that the phone is basically two parts. The "front" part and the "back" part. I guess they snap together somehow. This phone looks like it was opened and that they didn't snap it back together properly. There is this bulge right by the volume rocker and it *****! I called apple tech again and told them about this. To me, this phone seemed like it wasn't new. I mean, they didn't send it to me in a new sealed box or anything, they just sent me the phone. Hm... I told them how frustrating this was because I've had to sync all my stuff three times now and it seems like I'm going to have to do it a few more times. They told me that I would need to send the phone in for "repairs," so guess what? I need another service phone. I guess they can't transfer the issue to the first service phone and I need to get another one for this issue. Are you following? Good. I asked why I couldn't just switch it out at my local at&t store. They said they are not set up to do that. BLAH! They're set up enough to sell the **** thing, they should be set up to receive returns. I also asked if there are different versions of the phone going around because my 8gb service phone has a different model number than the 8gb replacement I received today. Isn't that a little weird? How do I know that they're not using initially manufactured plastic-screen phones for service phones and/or replacements??? He gave me this story that it's different coding they they use to differentiate the place it was manufactured. I told them I would be more than happy to send them all my old stuff just so they could send me a brand new, boxed, and sealed phone. Anything to show that the **** thing is new. He said it's really not up to him, it's up to the service people to determine that once they receive the new defective one. I am so frustrated at this point because by the time this is over, if all goes as planned so far, I would've had five phones in my possession. Seriously, five different phones???
What do you think about all this? Does anyone have any info that would validate or discredit anything? I was so excited June 28th that I couldn't even sleep. Now I feel like I paid $640 bucks to get pains in the neck!!!
p.s. will you compare your phone's model number to the ones I've had?
- original phone: unknown
- service phone: MB190
- replacement phone: MA712
Currenlt MA712    

Answer 1

- replacement phone: MA712
This is correct.
A service or loaner iPhone has a different model # and also has AppleCare etched on the back.
Asking for a valid credit card for a service or loaner iPhone is normal for the reasons provided. If the service or loaner iPhone is lost or stolen or not returned for whatever reason, Apple has every right to charge for this phone since it is their property and the only way to be assured of protection for this is having a valid credit card number on file.
You should have received an email from AppleCare in regards to the rules and regulations for inspection and repair of a reported problem with an iPhone. If no problems are discovered after the inspection and testing, Apple will charge a fee for the service inspection/testing and to cover the shipping and handling, etc. This is to avoid calls requesting service for anything and everything when no service is actually required but if tech support determines that your iPhone should be sent in for inspection, testing and repair or replacement after working through troubleshooting procedures over the phone, it isn't likely that nothing will be found wrong that requires a repair or replacement.
My original iPhone was replaced due to occasional cracking experienced with the earpiece. I spent an hour on the phone with tech support trying different things to avoid having to send my iPhone in for inspection and repair or replacement. Most customers don't want to do this if it can be avoided any more than Apple does since the entire process isn't cheap for Apple.
I provided my credit card and was sent a service/loaner iPhone - my iPhone was returned in the same box. After the inspection and testing, it was determined that my iPhone would be replaced but I wasn't told about the problems discovered as to why and I really don't care about this.
My replacement iPhone was shipped in a small iPhone box - looks just like the larger retail box but just large enough for the iPhone only and the protective sleeve since nothing else needed to be exchanged. The service or loaner iPhone is shipped in a white box with no markings. My replacement certainly appeared to be brand new and I've had no problems with it - no more occasional crackling with the earpiece which was the only problem I had.
If there is a problem with your replacement iPhone, you should request another since the iPhone includes a one year warranty but the replacement won't be sent in a plastic wrapped box as is included with the retail box which by itself does not mean the replacement isn't new. This damage on the replacement unit may have been caused during shipment to Apple or while being placed in inventory but hopefully the 2nd replacement will be in good order and function properly.