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torsoboy · Mar 13, 2011, 07:39 PM

I have never been into an Apple store, and I'd like to know how I would go about getting an iPhone replaced in the store. The phone is a refurbished iPhone 3GS that I got from them online a little less than 3 months ago. The phone came with a 3 month hardware warranty, and it no longer powers on so I would like to get it replaced before my 3 months is up.

I called Apple last week and asked about replacing the phone and they mentioned that it might be easiest to just take it in to an Apple store to get it replaced, but I didn't think to ask about how that is done or what I would need to bring in with the phone to prove that it was recently purchased. So, my questions are this: when I go into the Apple store is there a customer service counter that I walk up to? Do I just say, "hey, I need a new phone" and they will hand me a new one? Do I need to prove that I bought it less than 3 months ago somehow? I've lost the actual warranty paper, so what else could I show them?

Anyone else ever got a phone replaced in an Apple store? How smooth was the process?

I am thinking of taking it to an Apple store in Las Vegas (it's the closest to where I live... 2 hours away), so if you have any experience there specificically that would be awesome.

imitchellg5 · Mar 13, 2011, 07:43 PM

You'll walk into the store and someone will greet you at the door, tell them your three-month old iPhone won't turn on and that's it. No need to bring anything besides the phone. They'll send you in the right direction. First though, reserve a spot at the Genius Bar.

Big Mac · Mar 13, 2011, 08:13 PM

And you can witness the feeding frenzy atmosphere of people trying desperately to throw money at Apple for iPads and other hot products. It's almost difficult to pay Apple for a product given how busy the stores often are.

imitchellg5 · Mar 13, 2011, 08:28 PM

Yeah, last time I was in an Apple Store (about three weeks before Christmas) I ended up going to Amazon on my phone and ordering there...

torsoboy · Mar 13, 2011, 11:32 PM

So, is the appointment with the genius bar required? I will be with my 4 little kids and making it to set appointments doesn't always work out as well as planned.

Also, is it always crazy-busy in the stores? I think they have 3 of them in Las Vegas and it is hard to imagine that they are always busy like that.

phantomdragonz · Mar 14, 2011, 01:33 AM

My experience getting my 3gs replaced was that I needed a genius bar appointment to get it looked at. So yes, you need it.

-Zach

Big Mac · Mar 14, 2011, 01:39 AM

Yeah, you have to make an appointment or you'll never be served.

turtle777 · Mar 14, 2011, 01:55 AM

Originally Posted by torsoboy

I am thinking of taking it to an Apple store in Las Vegas (it's the closest to where I live... 2 hours away), so if you have any experience there specificically that would be awesome.

Originally Posted by torsoboy

So, is the appointment with the genius bar required? I will be with my 4 little kids and making it to set appointments doesn't always work out as well as planned.

Wait, so you think that NOT making an appointment will increase your chances of a speedy transaction ? You think that just walking up will work out better than an appointment ? REALLY ?

Come on, think straight, OF COURSE you make an appointment. It's highly unlikely that they'll make you wait longer WITH an appointment than if you just walked up in that very moment.

-t

torsoboy · Mar 14, 2011, 03:06 AM

Originally Posted by turtle777

Wait, so you think that NOT making an appointment will increase your chances of a speedy transaction ? You think that just walking up will work out better than an appointment ? REALLY ?

Come on, think straight, OF COURSE you make an appointment. It's highly unlikely that they'll make you wait longer WITH an appointment than if you just walked up in that very moment.

-t

Like I said, I haven't been into an Apple store before and I don't know how everything works. I've also never been to a computer store that required appointments, so how am I supposed to know this without asking? I have now made an appointment for tomorrow, since you have all made it very clear that that is what should be done. Thanks for the info everyone; my wife will be very happy to have a working iPhone again. (I tried to get her to use another smartphone instead, but after a few days of using it she is still sad about not having her iPhone.)

FireWire · Mar 14, 2011, 03:42 AM

Definitively get an appointment. My iMac needed service recently and I naively thought I could just wait a few minutes in line and be served. Turned out they were complete for the week, and as I needed a quick turnaround because the warranty was about to expire, I had to try three diffent stores before I could get an appointment... the next day.. It's THAT busy. I didn't expect the expert to look at my problem on the spot, but I at least expected to be able to drop it off and come back a few days later... Heck, I even heard some people in the line laughing at me while saying "ha! he doesn't have an appointment" like I had just asked a king for his kingdom and his daughter...

turtle: I think what he means is that he doesn't think he'll be able to be ponctual at his appointment because of his children who can be imprevisible.

[Edit] oh sorry, I left my window open for too long before finishing my reply!

torsoboy · Mar 14, 2011, 04:07 AM

Originally Posted by FireWire

Definitively get an appointment. My iMac needed service recently and I naively thought I could just wait a few minutes in line and be served. Turned out they were complete for the week, and as I needed a quick turnaround because the warranty was about to expire, I had to try three diffent stores before I could get an appointment... the next day.. It's THAT busy. I didn't expect the expert to look at my problem on the spot, but I at least expected to be able to drop it off and come back a few days later... Heck, I even heard some people in the line laughing at me while saying "ha! he doesn't have an appointment" like I had just asked a king for his kingdom and his daughter...

Thanks for the first-hand experience example! That is crazy that they are so busy.

Originally Posted by FireWire

turtle: I think what he means is that he doesn't think he'll be able to be punctual at his appointment because of his children who can be imprevisible.

Yes, this is what I was meaning. But, since they are so crazy busy, I am going to try my darndest to be there at the appointed time.

Cold Warrior · Mar 14, 2011, 08:27 PM

If you can be without it for a bit, just mail it back to Apple. Open a ticket online and the site may offer to generate a mailing with UPS. You drop it off to a nearby UPS Store, they mail it out for free, and you get your iPhone back repaired or swapped for a new one.

Find a cheap gsm junker in the closet or on craigslist, put your sim in it, and ship your iphone to apple.

anthonyterrell · Mar 14, 2011, 10:36 PM

Depending on the store and it's volume, there may be available appoints on a walk-in. I know when I worked for Apple there usually is an abundance or replacements for the phone so it should swapped out immediately. Even if they need a part, it'd be overnighted so a max of 2 days.

If it's literally 3 months old an there is issues, I'd address the concern with management if the genius bar somehow can't swap it immediately. It's hard to just open a new box and hand it over, due to activation and other issues. But usually management will work with you. Numerous times when I was working if someone would make a big enough stink, we'd bend over backwards to ensure they left happy.

Sometimes I hated it, but now that I don't work there, it's nice to know that they'll do a lot to help you out. Let us know how it goes!