Yes, hello Mr. Top Tier customer service representative. Two days ago my iPhone that I purchased at Christmas this year has a problem. The wi-fi stopped working. Well, it works as it can detect all wi-fi networks within its range. However, it fails to connect to any of them. I receive the message "unable to join network (ssid)".
I met with a Genius from the Genius Bar at the Apple store yesterday and he informed me that my phone's moisture indicator was tripped. I was shocked by this because I have no knowledge of this phone ever having been exposed to moisture. This voids the warranty on the phone and I have no recourse outside purchasing a refurbished device for $199.
(now the guy on the phone was very nice and polite. But the conversation went like this)
Q: The moisture indicator is the size of a pin hole on the bottom of my phone. It does not at all resemble the long line shown on Apple's website as being a tripped indicator. Is it common for such as small portion of it to be tripped? It's literally smaller than a pin hole.
A: Oh yes, that's very common. All it takes to trip the indicator is 95% humidity.
Q: Okay, so what sorts of activities could trip the indicator? Could jogging do it since you sweat? Could spray cleaners? Or what about the spray that EVERY iPhone screen protector comes with to remove dust and air bubbles?
A: Oh yes, all of those things could trip the indicator. Again, anything that generates 95% humidity. I tripped mine once by sticking it in my pocket after jogging while I was still sweating and hot. A spray cleaner could definitely do it as well.
Q: I understand but it doesn't make sense to me that an amount of liquid so small that the tripped part of the indicator is the size of a pin head would cause the wi-fi to stop working. Is the phone that fragile?
A: (Silence)
Q: Is it really water damage that is the culprit? I mean if the wi-fi hardware is damaged, how is it able to read networks within range?
A: Well, you know how when a person hits their head and they can still walk around but they aren't 100%? That's the same thing that's happening to your phone.
Q: (Blood pressure sky rocketing) So, if liquid exposure is the reason the wi-fi is damaged how come it worked up until 2 days ago and the only incidents I can think of that could have "potentially" exposed it to moisture occurred over 2 weeks ago?
A: You know how after Hurricane Katrina some people went back their homes, cleaned them up, and started living in them again? Only to discover a few weeks later that they had a huge mold problem? That's similar to what's happening to your phone
(At this point I nearly thew said phone through a wall. But that would have disconnected the call and I simply needed to hear more.)
Q: So is there no other action I can take to have my situation looked at on a one on one basis? Perhaps give my problem it's due diligence? Maybe open it up and determine whether or not moisture is actually the cause of this malfunction?
A: Unfortunately there's nothing we can do for you. Once that moisture sensor is tripped the warranty is void. We can't replace the phone or service it.
Q: Is there a manager or a higher level that I can file a complaint with?
A: Actually sir, I am the highest level of phone support there is. I can certainly file a complaint for you and here is your tracking number: xxxxxxxx. I do apologize for the inconvenience. But you can purchase another phone for $199.
If I were you, because this does sound somewhat software related, I'd wait for the next release of the OS. Install it and see if the wi-fi starts working again. Maybe purchase an arm strap for jogging instead of holding it in your hand. Again, 95% humidity will trigger the sensor and there are many ways to achieve 95% humidity.
And that's pretty much it for Apple support of the iPhone. I've seen two people in person and spoken with 4 others on the telephone. The very telephone that operates great except that it's so water damaged Apple won't service it. Apparently this happens with Blackberries too. They have moisture indicators on them.
What bugs me the most is the lack of an intermediate process. It's apparently too costly for Apple to crack a device open and look at it or fix it. Yet it's too costly to give away devices when something goes wrong...which is what they do. So they come up with super easy ways of voiding the warranty so you can't have a new device unless you pay $199 for one. For a "refurbished" one at that. Hmmm... refurbished eh? You mean the phones you're taking off people's hands after they pay you $199, fixing them, and then selling them to the next poor bastard who has a minor issue and a voided warranty?
They don't offer a repair of any kind. Just buy a new phone! No wait, I mean an old phone. Crapple sucks. I'm going to try a few other avenues I guess. But it shouldn't be this difficult.
I get more infuriated when I think that the most popular iPhone screen protectors come with spray bottles you need to use in order to properly apply them. The numerous jogging, workout, and fitness apps for the iPhone. Never once have I read a warning label or been sufficiently made aware of how easy it is to set off a moisture indicator.
And really, shouldn't they relate the problem to moisture before refusing service for a moisture indicator? If you sneeze on the wrong side of your phone everything that goes wrong with it from that point forward is the result of moisture damage?
I understand why this policy is in place. I really do. But there must be many more customers out there just like me who have no idea how or when the moisture indicator was tripped or the ramifications of that happening. I'm thoroughly disgusted with Crapple. And now I'm sad because I really liked the product and thought I'd own one forever. As soon as my contract is up I'm going a different route.
For anyone with an iPhone...beware:
http://www.cnn.com/2009/TECH/04/14/s...ggy/index.html
http://www3.whdh.com/features/articl...eport/BO113028