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Mattro says...

Oct 04, 2009

How I received a replacement iPhone out of Warranty

A few of my friends are in the same situation I was, so in the interest of sharing know-how I'm writing this guide on what I did to get a replacement iPhone 3G from Apple while I was out of warranty.

You may have heard about the troubles some people are having with Apple's iPhone OS 3.1 update recently. I fell victim to a barrage of problems with my iPhone 3G since the update, namely a problem where the device wouldn't wake from sleep. Naturally, I went to Apple for support. What makes my case interesting is that my iPhone 3G was two months out of warranty, and Apple still replaced my iPhone 3G with a refurbished unit at no cost to me. The following article explains what I did, and how I did it.

Try solving the problem yourself

When you're on the phone to Apple, they need to know that you've tried everything you can to get it working again. If they're not convinced of this, they'll probably talk you through it step by step on the phone - wasting both the operator's and your time. Better still, doing one of these will probably solve your problem.

Restore from backup. In iTunes, with your iPhone connected, select your device from the left hand menu. You will see a big button labeled 'Restore'. Press it. Your iPhone will take some time and reset itself back to factory defaults. Afterwards, it will copy all your settings and data back on so it will be just like it was before.
Restore without backup. If the problem is still there after a restore, do the restore again - but this time don't restore from the backup iTunes made of your device. Set it up as a new phone.
Restore via DFU mode. The problem is still lingering? This step probably won't fix it if you've tried the other two, but do it for the sake of trying everything. While your iPhone is connected to iTunes press and hold the Sleep/Wake & Home Buttons for 10 seconds exactly. After 10 seconds, release the Sleep/Wake Button but keep holding the Home button for another 10 seconds. iTunes will prompt you when it sees your iPhone in recovery mode. The iPhone's screen will remain blank. (better instructions on how to do this here). Restore as described above via iTunes.

After each of these steps, use and test your device so you can check if the problem is still there. If you notice the same problem lingering on, it's time to get in touch with Apple's support team.

Prepare to call Apple.

Have all of your information ready.

iPhone purchase date (and proof of purchase)
Serial number (displays in iTunes next to your iPhone, and in Settings > General > About in your phone)
IMEI number (displays in Settings > General > About in your phone)

Also, be sure to be in a relaxed, patient and understanding mood. You're about to call a multinational corporation for a favour. This isn't going to be a walk in the park. Getting angry isn't going to work.

Call Apple

Because I'm out of warranty, the first step I took was to get in touch with Apple's Customer Relations (CR) department. As the department's name suggests, it's their job to keep good relations with customers. If your iPhone is still in warranty, then you can skip calling these guys and head straight for tech support.

I don't know how this works internationally, but in Australia when you call Apple on 133622 (133MAC), you get a voice prompt to press a number for whichever department it is you want. To skip that, press 9 - it forwards you to reception where you can speak to a human being. Ask for Customer Relations (or Tech Support if you still have warranty).

I cannot emphasise this next point enough. It is the make and break of this entire process.

BE POLITE!

It's incredible how many people don't seem to get this. Use good manners - they define you as a person. The problem you're having with your device are not the phone operator's fault. You're not talking to someone who's trying to screw you over. The person on the other end of the phone line is doing their best to help you, given the guidelines they follow from Apple. Remember that they are a person, and they probably have to deal with much meaner people than you every day. Be friendly, nice and respectful, at the very least they deserve it.

The CR rep was reasonable and friendly. My first words were "Hi. I'm having a problem with my iPhone 3G, it's two months out of warranty, and I'd like to apply for an extension to my warranty so it can be looked at by Apple." The rep took my serial number, and confirmed that I was indeed out of warranty, and proceeded to asked more about my problem. I explained that my iPhone had become intermittently unresponsive after the 3.1 update, and that I'd never had any trouble with it before this update. In a very short time, the rep had issued an exception to my warranty for this problem.

Apple need to verify that the device is actually faulty, so they will ask you to take it to a tech in an Apple store, presumably for replacement. This wasn't an option for me however. I live in a city called Adelaide in Australia. I'm a customer of Virgin Mobile. There are no Virgin Mobile or Apple stores in Adelaide, so taking my device to a tech in person is impossible. I explained to them that I've worked as an iPod technician in an Authorised Apple Service Centre, and that I'm quite capable of diagnosing this myself.

The rep asked to put me on hold so she could talk to a tech about my problem. Before I was put on hold, I told her the steps I'd already taken in trying to solve the problem (knowing full well that the tech would tell me to restore the iPhone). She took this information to the tech. I was on hold for about five minutes. When she returned, she told me they were satisfied that the iPhone was faulty and that I'd tried everything I could do. They issued me a postage sticker and asked me to mail my iPhone to them. Apple were replacing my iPhone under warranty that I didn't have. I'd been given a favour.

I gave plenty of thanks to the operator. She was fantastic from start to finish.

Protect your data.

Apple might make a refurbished iPhone for someone else to use from the parts of your old one. Before I sent my iPhone away, I did a full backup then secure erase of all data. This took about an hour.

Wait.

It took nine days of no iPhone for me. Mileage may vary. In this time, you will come to realise how much your iPhone has changed your lifestyle.

I'm now enjoying my slinky iPhone 3G replacement.

- If you live in a city with an Apple store, you can probably just go into the store after talking to CR - I don't have this luxury.

- Remember to be polite to everyone, regardless of warranty status.

I hope you enjoyed this article, please post a comment below. Have you had a product replaced (or rejected) by Apple service?

Filed under: Warranty

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23narchy says...

Sep 19, 2009

Apple iPhone Abuse Detection Sensors: Who Is Abusing Whom? | Techgeist

By Michael Klurfeld on September 18, 2009

iPhone 3G water sensor top

(Credit: Apple)

|

iPhone 3G water sensor bottom

(Credit: Apple)

Most cell phones have water detection sensors on the inside that change color from white to red in the presence of water. So why does Apple place two additional sensors on the outside of the iPhone?

In addition to the two industry-standard internal moisture detectors, Apple puts on the exterior what they call “built in Liquid Submersion Indicators that will show… whether liquid has entered the device.” Apple places one sensor in the iPhone headphone jack and one adjacent to the dock connector (pictured). But according to a number of reports from news organizations and consumers, these sensors have been known to give false positives. Many have posited that the indicators are set off by sweat, which one would think should not happen in normal use.

According to an Apple Inc. representative speaking on behalf of its general counsel’s office, Apple’s protocol when responding to a customer whose iPhone has a triggered external liquid indicator is to say that the warranty is now void and to turn the customer away. The warranty states that it does not apply “to damage caused by… liquid spill or submersion,” (from Apple’s Warranty (pdf)) yet, again according to this representative, “Apple’s standard protocol” is to not open iPhones and investigate for real signs of liquid damage, such as water damage to the motherboard or corrosion.

In my experience the only way to get Apple to check for water damage is to contact someone high up in the company who will then instruct Apple’s in-store technicians to open up the phone. When I went to the store to have this done, the tech reported that he had found no signs of water damage, and the two internal moisture detectors had not been triggered – he even showed me a picture corroborating this. Unfortunately, however, it is Apple’s policy that customers are not allowed to have copies of their picture, to be present while the device is opened, or to take their own pictures of the opened iPhone.

Interestingly, Apple recently filed for a patent which which would, among other things, record “a liquid ingress event” along with a time stamp. This seems to be an admission on Apple’s part that the current liquid detection system is very much flawed. After all, the liquid indicators very well could have been triggered prior to purchase. Apple in no way warns the customer to check the sensors, nor do they warn customers of the external sensors’ existence and sensitivity and the implications for loss of warranty coverage.

In its patent application, Apple states

often, particularly at a point of sale, personnel receiving the returned device may be unqualified or untrained to determine whether or not a device has failed due to manufacturing defects or due to consumer abuse.

It seems that Apple is using the external liquid detection sensors as a way to avoid having properly trained and qualified technicians check returned devices for actual damage.

Apple complains to the patent office that

as a result, it is not uncommon for consumers to receive replacement products or repair services on abused products not covered under the terms of a warranty. Such erroneous replacements or repairs may be costly to the vendor and/or manufacturer of the product.

While device manufacturers should not have to make good on fraudulent warranty claims, they very much should and are legally required to honor legitimate warranty claims. Yet it is Apple’s unbending position that one triggered external liquid sensor meets the criterion for “submersion.” How can Apple say this with a straight face?

Disclosure: This article includes my personal experiences dealing with Apple about an iPhone with one triggered external liquid indicator and my personal conversations with Apple representatives.

via techgeist.net

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travistubbs says...

Aug 02, 2009

2009 Summer Garage Sale: Computers and Accessories

As we all know, the economy is in the tanker, which means a lot of us are doing what we can to make ends meet. Needless to say, I'm one of them. So, like so many people, when in need, it's time to start offloading stuff that isn't exactly 100% needed. So, without further ado, a little sampling of what I either plan on or am thinking about selling (trust me, there's more than this).

Couple quick notes: First, the images shown here aren't the actual images I'll use when posting these items during their actual sale. I just wanted to get a quick pic of each thing just so people could get a little glimpse of what it looks like. Second, I'm not sure how I plan on selling these (eBay, CraigsList, Twitter/Facebook, word of mouth, etc.).

Dell Inspiron 530

One of the first things I'm dropping has actually served me well during the time I've had it (no matter how many times I've cussed it out). It's a Dell Inspiron 530 Mini-Tower computer.

It comes with an Intel Celeron 420 processor (1.6 GHz, Single Core), 1.5 GB of RAM (upgraded from 512 MB), a 120 GB SATA Hard Drive, a 8-in-1 media card reader, a DVD+/-RW drive, and integrated surround sound.

On the Operating System side of things, this Dell is preinstalled with Windows Vista Basic (sorry). Now, it IS capable of running Windows 7 without any problems. If it runs it great, that's open to debate. Of course, if you have a license for Windows XP, you may want to downgrade. You could even install Ubuntu Linux instead as well.

I have added a Gigabit Ethernet card as the built-in Ethernet adapter is only 10/100. I also added a 4-port USB card just in case the 6 built-in ports (4 in the back, 2 in front) aren't enough.

I must note, this computer is refurbished, but you really wouldn't be able to tell.

Apple Mac mini (Early 2006)

One of my very first Mac purchases! After selling my iMac to my bro, I picked up a Mac mini so that I could do video editing for a business idea that went nowhere. For now, it's acting as a Home Media Center and Media Server. (I have a MacBook as my main machine ... for now.)

This Early 2006 model has a 1.66 GHz Intel Core Duo (NOT a Core 2 Duo), 80 GB Hard Drive, DVD+/-RW Drive, 2 GB of RAM (upgraded from 512 MB), integrated graphics, four USB 2.0 ports, a Firewire port, DVI monitor port, Gigabit Ethernet, 802.11g Wireless, and a Apple Remote.

I think this computer does have a few months of AppleCare left (expires February or March 2010). It also comes with a DVI-to-VGA adapter for those with a VGA monitor. The system comes preinstalled with Mac OS X 10.4 Tiger. And, like the Dell, this is refurbished.

Gateway FPD1975W 19" Widescreen LCD Display with Speaker Bar

The next item up for bid could be a considered a companion to one of the computers listed above. This is a 19" Widescreen LCD display from Gateway with additional Speaker Bar.

The display offers a maximum resolution of 1440 x 900. You can also use either VGA or a DVI connection (or both!). That's the basics of the monitor as I know. If you want the really nitty gritty details, check it out on Gateway's web site.

In additional to the monitor, I'm also including the Speaker Bar accessory. The Speaker Bar has headphone ports on either side of the bar and an analog microphone port on the right side of the bar. A volume knob is on front. The Speaker Bar is powered by USB so a separate power supply is not needed.

Newer Technology miniStack v2 external hard drive enclosure

If you're looking at the Mac mini, you may want to consider a few extras. On the hardware side of things, you may want to consider this miniStack v2 external hard drive enclosure.

I like this enclosure mainly for the fact that it fits under the Mac mini perfectly. It also acts as a USB and Firewire hub. There are two available USB ports and 1 Firewire port on the back, as well as one USB port and one Firewire port on its side. I say "freely available" as one of the two Firewire ports on the back is used as the uplink to the Mac mini.

Speaking of the Firewire port, one of the nice things about this drive is that you can use the hard drive as either an USB Drive or a Firewire Drive. Supposedly, Firewire is faster for data transfer, so I've been using that.

Sadly, I cannot provide a Hard Drive with this (it's got my data on it), so you're on your own when it comes to providing an IDE Hard Drive for this. I belive it only supports up to 500 GB.

I have two of these available, but one is having issues with the temperature sensor, so the fan is running ALL the time at the highest speed.

Apple Final Cut Studio (Academic Edition)

As I mentioned previously, I had purchased a Mac mini with the intent of doing some serious video editing for a business idea that barely saw the light of day. When it comes to serious video editing on the Mac, you look no further than Final Cut Studio.

This is the very first release of Final Cut Studio, which comes with Final Cut Pro 5.1, Motion 2, DVD Studio Pro, and Soundtrack Pro. This was also the first version of Final Cut to support Intel processors, so you know it's good to go on all modern Macs.

This item I probably won't sell on eBay for the lone fact that this thing is HUGE and weights a ton, thanks to the paper manuals (more like books) included in this set.

As stated in the title, this is the Academic Edition. I'm not sure what the resell rules are on this, but I'm assuming it means I can only resale it to people that are currently enrolled in a school or work for an educational institute.

Microsoft Office:mac 2004

With the freely available OpenOffice.org software, I don't see much need in owning Microsoft Office anymore, especially for someone who is having to do everything as cheaply as possible.

Microsoft Office:mac 2004 includes Word, Excel, PowerPoint, and Entourage (the Mac equivalent of Outlook).

The version being sold here is the Student and Teacher Edition. This means that you are legally allowed to install this on three computers in your household, as long as you're a student or work for an educational institute. At least, I assume so. For sure, you're allowed to install it on three computers.

The only downside to Microsoft Office:mac is that it's not optimized for running on Intel-based Macs. Thankfully, you CAN run it on Intel Macs, thanks to Rosetta, but it just won't run as fast as you may want it to.

Apple MacBook (Late 2006, Core 2 Duo)

Finally, my (current) pride and joy. This MacBook is my main computer, but I may possibly part with it, if the price is right. I'm still trying to decide if I really want to sell this or not. My plan would be to sell the MacBook and use some of the money to purchase an inexpensive PC laptop (maybe one that can be run as a Hackintosh?). Looking around at how much the MacBook would sell for, it would be a terrible idea. Just one reason why this is a tough call.

Either way, this is a Late 2006 model White MacBook with a 2.0 GHz Core 2 Duo, 2 GB of RAM (upgraded from 512MB), 80 GB Hard Drive, DVD+/-RW Drive, integrated graphics, and 802.11n Wireless. The 13 inch screen can display resolutions up to 1280x800. The system comes preinstalled with Mac OS X 10.4 Tiger.

Like the Mac mini, I believe this too has a few months of AppleCare left (expiring maybe Feburary or March 2010).

To sweeten the deal, I could also include some accessories, such as an extra power adapter, a mini-DVI to DVI display adapter, and... I think that's it. I'll have to see what other accessories I have lying around.

If I do sell this, I do need to take it to the Apple Store for some repairs. There is a known issue with early model MacBooks having issues with the casing cracking. Take a guess what issue I'm having. Either way, it needs to be done so to make it look right again.

Once again, like the two other computers, this system is refurbished.

As I mentioned previously, this is just the start of what I'm selling. I also have some networking equipment, camcorders and accessories, and possibly a cell phone as well. I'll be sure to post the additional items in the coming days.

Filed under: warranty

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px says...

Jul 02, 2009

Untitled

#Apple Care is now applied to my refurbished 2008 white macbook warranty support protection plan

via Ping.fm

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Katelyn says...

May 20, 2009

Genius Bar appointment

After telling my Mac Genius that my MacBook sounds like a airplane preparing for take-off she concluded that I needed a whole new cooling system. And since my "machine" is still under warranty until January 23, 2011 I don't have to pay for any of it. All it will cost me is 7 to 10 Mac-less days.