Disapointment. What to expect?
Good evening. I wish this was a Happy New Year-type of post but unfortunately it is not. I can't express how disappointed I am with Apple after the events that occurred today. I will try to explain as clearly as I recall.
About 10 days ago I made an appointment to replace the battery of my iPhone 8 plus in store (Manhasset, NY). Today I went in and handed in my phone.
The battery health was at 87%. The test performed by the tech person showed 412 cycles. She told me they would replace the battery for $29 + tax. No problem.
About 90 minutes later I got back to pick up my phone. I paid the amount I was asked and before leaving I checked the battery health. To my surprise, it was at 87%. I asked the person who handed me the phone and collected my payment. After restarting the phone with the same results, she sent me to the tech people.
The tech people plugged the phone in to some outlet. They told me it needed to be factory reset or something of that nature. After 2m, the phone came back up and the same 87% was showing.
My thoughts at this point: "these guys collected my money and didn't change the battery."
I asked the manager (Gloria) what happened. She personally took the phone back and told me they would perform another battery replacement really fast.
15 minutes later, a tech approached me and told me my phone was compromised and when they opened it it started to emit smoke... and they will just give me a new phone.
15 minutes later, another rep comes with a small, not typical, rectangular box, already unsealed, with an iphone 8 plus inside. I mentioned "I thought I was getting a new phone. How do I know that this is not a refurbished or returned phone? I was expecting a new box with a new phone, just like the one I purchased."
The rep explained to me that I was getting a replacing device. It was 6pm and I really just wanted to go and prepare to celebrate new years with my wife and two sons. I asked what can I do if I'm not happy with this phone. She said I had 30 days to return it.
Once I got home, I checked the serial number which starts with a N, confirming it's a replacement device.
I bought an unlocked new iphone 8 plus in December 2017.
My first thoughts on this: I went in to replace a battery on my iPhone. I left with a replacement device that I don't know where it has been.
What happens if the phone stops working in 31 days? Am I out of luck (and out of $1000)?
What can I demand from Apple? A new, sealed, iPhone? A refund of my money (current 8 plus 256GB = $850? Do I even need to pay the $29+ tax since they never replaced any battery? In terms of resale value, there's no doubt in my mind that a M phone holds more value than a N. Why should I be satisfied with a product that effectively is not new?
I will finish this long email the same way I started: in 14 years of owning Apple products (from the original iPod with free engraving in the back in 2004 to the Apple 4K tv in 2018) I never expected to be so disapointed. I really don't know what to think.
If you were me, what would you do?
Happy New Year. Unfortunately for me it was a really sad last day of 2018.