Apple Misleading Customers After Promising To Replace Faulty Iphone 5 Batteries

[alpha13]

Up until this evening Apple had always been a brand that I trusted and had always had confidence in purchasing products from them.

 

I have had my Iphone 5 for just over 2 years now and a few months ago I started to notice serious problems with the battery life. It would show that it still had 20 percent charge and then suddenly just run out. I got caught out quite a few times because of this. I decided that I needed to get the battery replaced. After some research I was really pleased to discover the following;

 

https://www.apple.com/uk/support/iphone5-battery/

 

Apple has determined that a very small percentage of iPhone 5 devices may suddenly experience shorter battery life or need to be charged more frequently. The affected iPhone 5 devices were sold between September 2012 and January 2013 and fall within a limited serial number range.

 

If your iPhone 5 is experiencing these symptoms and meets the eligibility requirements noted below, Apple will replace your iPhone 5 battery, free of charge.

 

Eligibility

If your iPhone is in working order and exhibits the symptoms noted above, use the serial number checker below to see if it is eligible for this program.

 

Finding your iPhone serial number is easy. See how.

 

Replacement process

Choose one of the service options below to have your battery replaced. Your iPhone will be examined prior to any service to verify that it is eligible for this program and in working order.

 

Please call your service provider to confirm that battery replacement service is available on the day you visit them.

 

Apple Retail Store - Make an appointment here.

Apple Technical Support - Contact us.

 

To prepare your iPhone 5 for the battery replacement process, please follow the steps below:

Back up your data to iTunes or iCloud

Turn off Find my iPhone

Erase data and settings in Settings > General > Reset > Erase all Content and Settings

Note: If your iPhone 5 has any damage such as a cracked screen which impairs the replacement of the battery, that issue will need to be resolved prior to the battery replacement. In some cases, there may be a cost associated with the repair.

 

 

Additional Information

Apple may restrict or limit repair to the original country of purchase. For iPhone 5 devices purchased in EEA member countries, service is available in other EEA member countries.

 

If you believe your iPhone 5 was affected by this issue, and you paid to replace your battery, you can contact Apple about a refund.

 

This worldwide Apple program doesn't extend the standard warranty coverage of the iPhone 5.

 

The program covers affected iPhone 5 batteries for 3 years after the first retail sale of the unit.

 

 

I tapped in my serial number and I was really pleased to discover that my phone was one of the models that was affected. I therefore booked an appointment at the Genius Bar in the Apple Store at Lakeside for 8.50 this evening. We arrived on time and spoke to one of the advisers who checked my name off on his Ipad and asked us to take a seat. We then sat there for over ten minutes seeing loads of their staff coming in and out of the repair area but not one of them acknowledged us. Eventually Richard asked one of them how much longer would we have to wait and we were told that someone would be with us in a few minutes.

 

A young man came out and I explained to him the problems that I had been having with my phone. I also informed him that I had checked on their website any my phone had one of the serial numbers that are eligable for a free battery replacement. He then advised me that he would get one of the repair staff to have a look and would be back with us in a few minutes.

 

When he returned he had a rather serious look on his face and told us that he had bad news as the water damage indicators on my phone are red and this would mean that they would be unable to replace the battery and my only option would be to purchase a replacement phone for £179.00 !! I was fuming. I pointed out the fact that my phone is in perfect working order and the only reason I came to the store this evening was due to the fact and that Apple had stated that the battery that had been supplied with my Iphone was faulty. I was then told that they could not carry out any work on my phone due to the damage. I then asked them if they were prepared to simply give me a new battery which I could get replaced elsewhere but they refused as it was against their rules !

 

I then asked to speak to the Manager who told me exactly the same thing. However, he was prepared as a gesture of goodwill to reduce the cost of a replacement phone to £120.00. I told him that I was not willing to accept this and I asked him to show me where it stated that the battery could not replaced. The Manager then pulled up another document that quoted their policy on changing batteries. I then pointed out to him that this was not referring to faulty batteries that had been recalled by Apple. As you can see from the document in bold above it makes reference to a broken screen but there is no mention of water damage.

 

I think that their Customer Service is a total disgrace !!!!

.

[dx100uk]

they've puled this water damage indicator excuse before I seem to remember?

 

 

was there not info somewhere that they also confirmed they were not a reliable indicator?

 

 

dx

[fkofilee]

Email this guy

 

rogers.m@apple.com

 

Hes the UK Managing Director

 

Mark Rogers...

[Conniff]

Up until this evening Apple had always been a brand that I trusted and had always had confidence in purchasing products from them.

 

 

If you had read around the net you would have seen the truth a long time ago. They are expensive, but no better, and their customer service is the pits.

[alpha13]

they've puled this water damage indicator excuse before I seem to remember?

 

 

was there not info somewhere that they also confirmed they were not a reliable indicator?

 

 

dx

 

Hi, I have heard of that before. My phone is water damaged but is in perfect working order.

[alpha13]

Thanks I will get in touch with him.

[stu007]

I understand you were informed of the water indicator problem as a reason not to replace the battery but:

 

1. Were you given a paper copy of the service/repair technicians findings? (if not request a copy).

 

2. Water Indicator - It all fine and well to say this but what is the actual Life Span of that Water Indicator n youe specific model? (Ask them for evidence of the Life Span of this Water Indicator in your specific model)