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Cecil · 07-24-2009, 02:33 PM

My first real customer service experience with Apple today went...um...well, HORRIBLE! Two days ago my iPhone stopped connecting to wi-fi networks. The phone sees all of the networks in its range. However it is unable to connect to any of them. It gives the message, "unable to join network (SSID)". It wouldn't even connect to the unsecured network in the Apple store.

I am perplexed by this behavior because the phone hasn't had any recent traumatic events like drops or anything. And every other function of the phone works like a dream. There's nothing wrong with it beyond this wi-fi connectivity issue.

So I made the mistake of assuming I could simply drive to the Apple store and get some help. Spoke with a concierge when I got there who really didn't inspire confidence. She didn't seem to understand the difference between my 3G connection and a wi-fi connection. She diagnosed the phone as working perfectly fine when she was able to get to Google from the browser. I had to press the issue a little bit before she made me an appointment with a Genius. Why? Because the Genius Bar was booked for the day already with tons of other people having issues with their Apple products!!!!

I made the appointment and took my second 45 minute drive to the Apple Store. After being introduced to my "Genius" he examined my iPhone and literally shocked me with his diagnosis! "Oh, btw your warranty is void because this phone shows signs of water exposure." I was like, "Wha What What???!!!" My phone has NEVER been exposed to water.

I quickly started racing through the scenarios that could have possibly caused the positive pregnancy test reading on my iPhone. I came up with nothing. I asked if it could be triggered by sweat. I jog with it. The Genius said it was not likely. What about spray cleaners? I've cleaned it once or twice with a spray cleaner. Not likely again. Rain? Condensation? What could it possibly be? The Genius told me it had to be a significant amount of water. The plain and simple truth is that my iPhone has never been exposed to a significant amount of water ever.

The Genius reset my phone and did a restore on it. The problem persisted and he then told me there was nothing he could do. He offered to let me purchase a new phone for $199. I simply stood there at the Genius Bar, watching the other folks at the bar describe their multitude of problems with their products. The guy immediately next to me ended up with a new iPhone because of the goofy way his phone was storing pictures. This was his third visit to the Genius bar for a new device. My perception of Apple as the producer of over priced but "infallible" products went crashing into the ground like a rocket propelled lawn dart.

During the drive home, thoroughly frustrated, I recalled that I had accidentally set the phone down on my father's out door bar top 2 weeks earlier. For a split second I had set the phone on top of the remnants of a small melted ice cube. A paper thin layer of water may have touched the phone perhaps. Even so, I thought it amazing that the phone would break from this. It would make the Apple iPhone the most fragile electronic device I've ever owned.

Again, the phone is fully functional except for this annoying wi-fi issue. I find it hard to believe the problem has anything at all to do with water exposure. If it were truly a hardware problem then why does the NIC detect networks within range? How is it doing that if the NIC is water damaged? In fact, when he looked at my problem, the Genius was certain it was software related at first. Because he said that very thing, "if it were hardware you wouldn't see any networks." He conveniently reversed his position when the "restore" didn't work. Yeah...must be water damage.

I of course researched the water exposure indicator on Apple's website. http://support.apple.com/kb/HT3302 On that web page one can see the wide red mark that indicates water exposure on an iPhone. I wish I could take a hi-res pic of my phone's power jack for all to see. But there aren't enough megapixels in the world that would capture the SPEC of red that is located on my phone. I never did see it in the Apple store when the Genius was shining a light on it. I had to come home and put a shop light up to it to finally notice the thing. It's not even as wide as one of the pins on the connector. A house fly's urine would make a larger mark in the phone!

So what next? I set up another appointment with The Little Einsteins and attached the following message:

"I was turned away for warranty work at the Genius Bar today and I'd be very appreciative of a second opinion. The Genius I dealt with informed me that my phone is showing signs of water exposure due to a red mark under the power supply dock. I researched the mark here: http://support.apple.com/kb/HT3302

My iPhone does NOT remotely resemble the examples pictured on the support page. Keeping the device on my person practically 24/7, I can assure you that it has not been exposed to water beyond normal condensation or perhaps sweat from when I jog. I concede that there does appear to be a "spec" of this indicator showing. When I say "spec" I mean it may not even be the width of one of the pins in the power connector. Practically microscopic!

The indicator at the top of the phone is clean. The indicator at the bottom has a mark smaller than a proton. Being completely up front because I'm not trying to get a freebie here, several weeks ago the phone may have briefly been sat upon the remnants of a tiny round melted ice cube. I sweat more than the amount of water it "might" have possibly been exposed to.

The phone has worked great since that incident up until 2 days ago when it would no longer connect to networks (even though it can see them)! And it still works great. The Wi-fi issue I'm having seems to have nothing to do with water. I've used a spray cleaner on it once or twice. I sweat when running with it. I've walked to my car with it in the rain. Beyond that it's never so much as been set down near a sink. It's never been exposed to water! Never submersed, partially submersed, or even had a corner dipped.

Can I please speak with a manger to have my situation evaluated? If my warranty is void and the wi-fi problem I'm having is actually related to water, Apple has created the most fragile electronic device of all time. I'm not perfect, but I have taken majorly good care of this device. I was in love with the thing and now I am completely distraught over the situation. I could not believe I was refused service and advised to spend $199 for the replacement of a device that's less than 1 year old. I feel rail roaded. I have no confidence in Apple at the moment.

A spec folks! A spec!"

If I could find a link or phone number I'd make a formal complaint to Apple corporate. But they hide that contact information very well. I'm nothing short of gutted by what I thought was the most revolutionary device I've ever purchased. I would overlook it's short comings and praise it's advantages. But when you get down to it. It's a stupidly over priced cell phone sold by a company with an excellent marketing department. Mac's are not more reliable than PC's as evidenced by the existence of the "Genius Bar". What PC company offers free tech support and service by appointment? Why would they need to? It's marketing. It's fluff. And the only thing that could possibly separate Apple from the rest is customer service. Which in my opinion, they are failing at miserably.

If you own AAPL I recommend selling it within the next few months. If this is how they treat new customers, their hot streak will eventually come to an end. I view Mac purists as nothing more than suckers. I'll NEVER own one. And iPhone fanboys, I counted myself among you until 4 hours ago, check out this site. I think this guy speaks the truth:

http://www.thebestpageintheuniverse.net/c.cgi?u=iphone

Unless of course someone fixes my freakin phone!

07-24-2009, 02:33 PM	#109 (permalink)
Cecil Join Date: Jul 2009 Posts: 3 Thanks: 0 Thanked 0 Times in 0 Posts	The Crapple iPhone! My first real customer service experience with Apple today went...um...well, HORRIBLE! Two days ago my iPhone stopped connecting to wi-fi networks. The phone sees all of the networks in its range. However it is unable to connect to any of them. It gives the message, "unable to join network (SSID)". It wouldn't even connect to the unsecured network in the Apple store. I am perplexed by this behavior because the phone hasn't had any recent traumatic events like drops or anything. And every other function of the phone works like a dream. There's nothing wrong with it beyond this wi-fi connectivity issue. So I made the mistake of assuming I could simply drive to the Apple store and get some help. Spoke with a concierge when I got there who really didn't inspire confidence. She didn't seem to understand the difference between my 3G connection and a wi-fi connection. She diagnosed the phone as working perfectly fine when she was able to get to Google from the browser. I had to press the issue a little bit before she made me an appointment with a Genius. Why? Because the Genius Bar was booked for the day already with tons of other people having issues with their Apple products!!!! I made the appointment and took my second 45 minute drive to the Apple Store. After being introduced to my "Genius" he examined my iPhone and literally shocked me with his diagnosis! "Oh, btw your warranty is void because this phone shows signs of water exposure." I was like, "Wha What What???!!!" My phone has NEVER been exposed to water. I quickly started racing through the scenarios that could have possibly caused the positive pregnancy test reading on my iPhone. I came up with nothing. I asked if it could be triggered by sweat. I jog with it. The Genius said it was not likely. What about spray cleaners? I've cleaned it once or twice with a spray cleaner. Not likely again. Rain? Condensation? What could it possibly be? The Genius told me it had to be a significant amount of water. The plain and simple truth is that my iPhone has never been exposed to a significant amount of water ever. The Genius reset my phone and did a restore on it. The problem persisted and he then told me there was nothing he could do. He offered to let me purchase a new phone for $199. I simply stood there at the Genius Bar, watching the other folks at the bar describe their multitude of problems with their products. The guy immediately next to me ended up with a new iPhone because of the goofy way his phone was storing pictures. This was his third visit to the Genius bar for a new device. My perception of Apple as the producer of over priced but "infallible" products went crashing into the ground like a rocket propelled lawn dart. During the drive home, thoroughly frustrated, I recalled that I had accidentally set the phone down on my father's out door bar top 2 weeks earlier. For a split second I had set the phone on top of the remnants of a small melted ice cube. A paper thin layer of water may have touched the phone perhaps. Even so, I thought it amazing that the phone would break from this. It would make the Apple iPhone the most fragile electronic device I've ever owned. Again, the phone is fully functional except for this annoying wi-fi issue. I find it hard to believe the problem has anything at all to do with water exposure. If it were truly a hardware problem then why does the NIC detect networks within range? How is it doing that if the NIC is water damaged? In fact, when he looked at my problem, the Genius was certain it was software related at first. Because he said that very thing, "if it were hardware you wouldn't see any networks." He conveniently reversed his position when the "restore" didn't work. Yeah...must be water damage. I of course researched the water exposure indicator on Apple's website. http://support.apple.com/kb/HT3302 On that web page one can see the wide red mark that indicates water exposure on an iPhone. I wish I could take a hi-res pic of my phone's power jack for all to see. But there aren't enough megapixels in the world that would capture the SPEC of red that is located on my phone. I never did see it in the Apple store when the Genius was shining a light on it. I had to come home and put a shop light up to it to finally notice the thing. It's not even as wide as one of the pins on the connector. A house fly's urine would make a larger mark in the phone! So what next? I set up another appointment with The Little Einsteins and attached the following message: "I was turned away for warranty work at the Genius Bar today and I'd be very appreciative of a second opinion. The Genius I dealt with informed me that my phone is showing signs of water exposure due to a red mark under the power supply dock. I researched the mark here: http://support.apple.com/kb/HT3302 My iPhone does NOT remotely resemble the examples pictured on the support page. Keeping the device on my person practically 24/7, I can assure you that it has not been exposed to water beyond normal condensation or perhaps sweat from when I jog. I concede that there does appear to be a "spec" of this indicator showing. When I say "spec" I mean it may not even be the width of one of the pins in the power connector. Practically microscopic! The indicator at the top of the phone is clean. The indicator at the bottom has a mark smaller than a proton. Being completely up front because I'm not trying to get a freebie here, several weeks ago the phone may have briefly been sat upon the remnants of a tiny round melted ice cube. I sweat more than the amount of water it "might" have possibly been exposed to. The phone has worked great since that incident up until 2 days ago when it would no longer connect to networks (even though it can see them)! And it still works great. The Wi-fi issue I'm having seems to have nothing to do with water. I've used a spray cleaner on it once or twice. I sweat when running with it. I've walked to my car with it in the rain. Beyond that it's never so much as been set down near a sink. It's never been exposed to water! Never submersed, partially submersed, or even had a corner dipped. Can I please speak with a manger to have my situation evaluated? If my warranty is void and the wi-fi problem I'm having is actually related to water, Apple has created the most fragile electronic device of all time. I'm not perfect, but I have taken majorly good care of this device. I was in love with the thing and now I am completely distraught over the situation. I could not believe I was refused service and advised to spend $199 for the replacement of a device that's less than 1 year old. I feel rail roaded. I have no confidence in Apple at the moment. A spec folks! A spec!" If I could find a link or phone number I'd make a formal complaint to Apple corporate. But they hide that contact information very well. I'm nothing short of gutted by what I thought was the most revolutionary device I've ever purchased. I would overlook it's short comings and praise it's advantages. But when you get down to it. It's a stupidly over priced cell phone sold by a company with an excellent marketing department. Mac's are not more reliable than PC's as evidenced by the existence of the "Genius Bar". What PC company offers free tech support and service by appointment? Why would they need to? It's marketing. It's fluff. And the only thing that could possibly separate Apple from the rest is customer service. Which in my opinion, they are failing at miserably. If you own AAPL I recommend selling it within the next few months. If this is how they treat new customers, their hot streak will eventually come to an end. I view Mac purists as nothing more than suckers. I'll NEVER own one. And iPhone fanboys, I counted myself among you until 4 hours ago, check out this site. I think this guy speaks the truth: http://www.thebestpageintheuniverse.net/c.cgi?u=iphone Unless of course someone fixes my freakin phone!