How can I convince the Apple Store to exchange my iPhone for a new one because of a defect?

February 17, 2009 10:47 AM

Brand new iPhone (1 week old ) has a dead pixel! Apple Store says this is within "spec," and therefore doesn't warrant an exchange. I call BS on that. Suggestions to help me persuade them to take the thing back and give me a new one? This isn't what I paid $199 for. It's within the 30-day exchange period and I have Apple Care, in case that's relevant.
posted by JuniorBCat to computers & internet (13 comments total)

If it's within the 30-day exchange period, maybe you can just return it.

Go back to the store, and try again. If they won't let you do it, then say you'd like to return the phone. After it's returned, say you'd like to buy an iPhone, and give them the "fuck you" eye.
posted by nitsuj at 10:54 AM on February 17 [7 favorites has favorites]

Seconding the above.

If they don't let you then call Apple. If that doesn't work do a sync to back it up. Put it in the microwave for 2 or 3 seconds. Repeat until it won't turn on.
posted by zephyr_words at 10:59 AM on February 17

Thirding returning it. If absolutely nothing else, return it, go back to your old phone and buy an iphone the net day or next week. You'll get a brand new one with no fight whatsoever.

Just say you changed your mind, can't afford it, don't like it, or whatever.
posted by JuiceBoxHero at 11:06 AM on February 17

I returned my iPod Touch for a full refund a few weeks after I bought it - with *no* restocking fee. Here's how it goes. You walk in and tell calmly that you *will* be returning your iPhone today, and you would like to help them in any way to make it easier for them. They might try to tell you that you'll have to pay a restocking fee, at which point you calmly tell them that you will be returning the iPhone today and that you will *not* be paying a restocking fee. They'll get the manager for you, you'll explain your situation to the manager, and tell him/her that you'll be returning your iPhone with no fee, etc.

They'll do the return for you. Then yes, as nitsuj says, state that you'd like to buy an iPhone.
posted by tom_g at 11:33 AM on February 17

Return it. Within 30 days it should be your "get out of jail free" card. Or take it back to the store when someone else is working, they might be nicer and swap one for you.

For chrissakes don't microwave it. Even for a second it would visibly damage the phone in a way that would keep you from ever returning it. (And isn't good for your microwave or person.)
posted by Ookseer at 11:35 AM on February 17

I would try returning it for a refund first.

IF not then is it a dead pixel or a stuck pixel? If its black its dead if its one color then its stuck.

A lot of times you can fix a stuck pixel by either pressing hard on the screen (not hard enough to break it just hard enough for the rainbow effect to appear) or flashing the whole screen different colors till it unsticks itself.
posted by majortom1981 at 11:46 AM on February 17

A friend of mine noticed a dead pixel last week, made an appt with the genius and walked out with a new phone in under 5 minutes.
posted by birdherder at 12:31 PM on February 17

I seem to remember hearing about someone who "massaged" their dead pixel to a screen edge. Sounded tricky, but worth Googling in case a last resort's necessary ...
posted by WCityMike at 12:48 PM on February 17

While returning the phone and buying a new one is certainly an option, you might be able to save yourself the hassle of actually doing it if you just tell them that's what you plan to do. If you walk in and say "Either you can replace this phone for me under warranty, or I will be returning it under the 30-day grace period" then they might be more willing to help you.
posted by Nothlit at 1:10 PM on February 17

Go the the checkout counter/genius bar and tell them that you want it fixed. If they don't give you a new one and tell you its within specs (it actually is), then go ahead and whip out your receipt and say "yeah...i want to return this". Have the box, packaging and all materials with you...along with your sim card OUT of the iphone". You'll leave the store one way or another with a new phone; the only difference is how long they take to help you out.
posted by hal_c_on at 2:27 PM on February 17 [1 favorite has favorites]

You might take a shortcut: "There's a dead|stuck pixel on this, and it's driving me absolutely crazy. I could just return it -- I'm still within the 30-day policy -- but I'd rather get it fixed or a replacement if I can. Can you help me out, or should I just return it now?"
posted by davejay at 6:27 PM on February 17

note: I used a similar approach when getting a window replaced in my house, after the original window and the replacement window both had a scratch inside the dual-pane glass, near the center. Only there was no 30-day return option, just a lifetime warranty and words to the effect of "you know, I just bought 25 windows from you. The only reason I notice the flaw in this window is because it's a prominent window in my living room, and you can't miss it. There are flaws in some of my other windows, but I don't see them every time I walk in my house so it's easy to overlook. This window, however, is not only the most prominent in my home, but it's also a fixed window, so it's one of the cheapest I bought."
posted by davejay at 6:30 PM on February 17

In the end, I got a good genius, who looked at my dead pixel and said, "well that's no good" and hooked me up with a brand new iPhone--no questions asked.
posted by JuniorBCat at 1:41 PM on May 2