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Apple’s excellent customer service in replacing my broken iPhone

I purchased the iPhone 3GS on June 2009. I thought my phone curse has finally been lifted since my previous iPhone lasted for over a year with minimal scratches, but I was wrong.

Over a month ago I dropped my phone on tiled floor and the screen sustained an interior crack to the bottom right. I was disappointed, but the damage wasn’t serious.

Last week during the severe storm that struck NYC, my apartment building lost power. The apartment building was pitch black. My imagination was running wild with images of zombies, vampires, and of course the twisted living. In a hurry to enter my apartment, I dropped my iPhone on the floor. As a result, my glass screen cracked to many pieces. Swiping my finger across the screen would leave tiny glass fragments on my finger.

In my desperation for a phone, I borrowed my husband’s Nokia N86, which was a frustrating 4-days experience. I finally went to the Apple store on my day off to try to replace the screen.

I must say I am impressed with Apple’s customer service. I made an appointment before I left home for the Genius Bar at 2:20. Prior to leaving, I made sure I synced my iPhone to the computer. We were promptly attended to at 2:20pm. I showed the Genius rep my phone and asked for the repair cost. The total cost came up to $199 to just replace just the screen. I was also informed that my phone had water damage and they recommended to just replace the phone for the same amount of price.

The iPhone is easy to use that I didn’t want to go back to the phone “middle ages”. I did not want to use anything else. I was also not willing to pay $199 just to fix the screen. I decided to get the replacement iPhone for $199. Now thinking about it, I wonder if the “water damage” was just a ploy to “encourage” me to pay $199 for a new phone. After all, who would pay $199 to replace the glass screen, especially if there’s rumor of a new iphone coming out in a few months. I’m not complaining. After all, I ended up with a new iPhone without renewing my contract.

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I was determined to protect my phone this time so I got a hard cover shell, and a screen protector. It feels good to have my iPhone back, and I’m loving my cover design. I purchased Speck’s chemical girl for $39.99, and the Antiglare film for $14.95. I also have this bad habit of wiping my phone with alcohol after work, which resulted in water damage. So to prevent that, I purchased the iKlear for $29.95, which has the antibacterial cloth to disinfect my phone.

I love how Apple treated me. After purchasing all the extra accesories, my Genius rep offered to apply the screen protector, and case. That was really nice of him. If he hadn’t, my iPhone would probably have scratches by the time I got home.

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I was really excited to get a brand new iPhone. The iPhone is user friendly and every application is self explanatory. I can finally check in to my foursquare, update my twitter, and log on to my facebook without any hassle.

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  • http://twitter.com/NN900 Traxex

    Grz to your new “old” phone :D
    But using the N86 is not frustrating ! :P

  • stressedrn

    Thanks! Lol for an iPhone user it was so hard to get used to using the N86.

  • Jagz

    I'm dying to find that Chemical Girl case… My apple store is sold out :(

  • stressedrn

    That sucks. If you live in NY, they might have some in the White Plains store.

  • Rockchick

    Careful w/ that SPECK chemical girl cover. Had one too which was defective (the front piece wouldn't stay on) and as I removed my phone from my pocket, the front cover flew off, my phone went flying (split open on the bottom) and I was left w/ the back part of the case (the piece w/ the cool art) in my hand, a broken phone that neither SPECK or APPLE want to be responsible for and NEITHER company (purchased at APPLE) would take back the defective case because get this……I didn't have the box for it. Receipt yes, box no. Found out from SPECK that both they and APPLE would only dispose of the case ANYWAY so what difference does it make if I only have the receipt and not the box?

  • stressedrn

    That's horrible. I'm surprised they didn't try to fix this problem. They're customer service is usually really good, especially since you bought both items from the store. I'm sorry to hear that. I hope it gets resolved soon and I wish you luck. Thanks for the tip.

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    Great post, I concur completely and appreciate the time you took to write it. Cheers!

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    Thanks so much for this! I have not been this thrilled by a post for a long time!