Affair with iPhone cools when handset breaks
After four days with phone, trouble in paradise
By Joe Hutsko
MSNBC contributor
Updated: 9:47 a.m. ET July 5, 2007
Falling in lust with an expensive device like the iPhone sets owners up for a hard fall if it stops working. I know, because mine died after only four days into our relationship.
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I contacted the AT&T store and was told I could return the phone for a refund (with a 10 percent restocking fee) but could not exchange it for a replacement; all iPhone support is handled by Apple.
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An extremely polite Apple customer service rep named Nate called just as I was walking into the Apple Store. Sean said they’d simply swap my phone for another, and after some help from two guys named Chris at the Genius Bar, they took back the broken one and I left with the new iPhone.
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As for the in-stock issue, iPhone owners can swap a “DOA” phone for a replacement if within 30 days of purchase. If the store is out of stock or if the purchase is past thirty days (or if a customer doesn’t live near an Apple Store), the repair-by-mail process kicks in.
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Apple offers the option of a rental iPhone during the repair process for a $29 fee —
Just an update....