iphone, sold as new, but contains refurbished parts??

[bluemoonbaking]

Has anyone else out there been broadsided by purchasing what they THOUGHT was a NEW iPhone from Verizon, only to have their warranty voided later on at Apple because apparently there are THIRD PARTY PARTS discovered INSIDE THE PHONE when Apple inspected it for a warranty claim? Verizon/Birdcage store in Citrus Heights CA actually said, "Apple is lying." Yes, the young man at the Birdcage/Citrus Heights store ACTUALLY said that to me tonight when I called at 3:40 p.m.

Here's the situation: my 14-year-old daughter's iPhone 5S was purchased brand-new (supposedly) on May 16, 2014 directly from the Citrus Heights/Birdcage Verizon corporate store. Shortly after, it started acting glitchy (inconsistent response to touch on lower part of the screen, freezing, etc.). It was workable, and we just hadn't had much time to bring it in until now. The problem actually got worse over time, BTW--but I work full time and my daughter was working around it until I had time to devote to this. Yesterday, Nov. 28, we made an appt and went to our Verizon corporate store from where we purchased the phone. Because my daughter, in the meantime, had sustained a small crack on the housing down in the lower part of the phone (not the screen) near the "home" button, Verizon declined the warranty...but added that Apple would probably honor the warranty because they can determine if the problem was unrelated to the small crack. I was confident that the problem was unrelated to this superficial crack, so today I brought it into the Roseville CA Apple store. In fact, Apple agreed that the problem was under warranty, after a diagnostic--it was hardware related and covered, no problem. Well, it was no problem UNTIL they popped off the phone casing, revealing the motherboard, etc, and determined that there were THIRD-PARTY, NON-APPLE PARTS in our BRAND NEW iPhone!!! Here's the rub: WE DIDN'T PUT EM THERE!!!!! Apple believes the parts are consistent with a REFURBISHED PHONE...what????

Hours on the phone with both Apple and Verizon have so far accomplished nothing but a blame game (Verizon says it's Apple's problem, and Apple insists it's Verizon's issue for selling me what appears to be a refurbished phone).

Here's the WORST PART: Verizon continues to maintain that the small, superficial crack voids the warranty, DESPITE the PRIMARY ISSUE, which is that they clearly sold me a REFURBISHED IPHONE AS NEW for FULL RETAIL!!! I'm not resting until this phone is replaced. I'm DISGUSTED that Verizon will not honor their product...and it IS their product, despite being branded as "Apple." I purchased it from them in good faith. Not a single other soul has opened or replaced parts in my iPhone. And what they fail to consider is why anyone in their right mind would allow a WARRANTIED, EXPENSIVE IPHONE to be tampered with by anyone when it is FREE TO HAVE APPLE DO REPAIRS UNDER THAT WARRANTY?? Completely illogical. NO ONE has opened that phone for any reason, except that Apple tech TODAY in the Apple Store!!

I'm just so tired of Verizon and their customer service...it's so frustrating. Everyone blaming everyone else...no one standing by their sales. WHAT is my recourse??

[bluemoonbaking]

CONCLUSION: Guess who stood by their product??? APPLE!!! Not Verizon, Apple. Apple is giving me a new phone, trusting that this phone was obviously sold to me new with NON-APPLE PARTS. They don't know how, but they trust that it happened. And here is my VOW, after doing some research on the very real plausibility that inventory CAN and MAY BE tampered with (very stealthily, by the way) by criminal third parties after LEAVING Apple: I WILL NEVER PURCHASE AN APPLE PRODUCT FROM A NON-APPLE RETAILER LIKE VERIZON OR AT&T, ETC, AGAIN...I WILL ONLY SHOP AT APPLE! And I would highly recommend that anyone who does purchase "new" from a retailer: have that retailer open your product, inspect the internal parts, and photograph the housing, etc to prove that those are real Apple parts. HUGE THANKS TO IAN, SENIOR SUPPORT AT APPLE! Top notch customer service.

Zero thanks to Verizon. Ridiculous.

[tbo27]

Good yeah always go through apple they provide the warranty anyways. You pay Vzw for calls texts and data

[Fakestock]

I wondered how many Verizon customer experience this fraud. I recently bought teo iphone 6 ( one is a 6 plus) from Verizon Wireless store. The 6 had a problem from the onstart with overheating and get very hot  after a few minutes of usage. At first i thought it was softwate related so i restored the phone as a new iphone. Almost two weeks went by and my wife don'tbuse her phone that often. A few days ago the phone overheated after 10 minutes of usage and had to shutdown. A thermonmeter appeat on the screen. This time she told me the phone is abnormal. I scheduled annappointment with Apple fir a diagnosyic. The phone is less than 30 days old and still in warranty. I also bought AppleCare. They openbip the phone to check for water damage but non found. Then the come and and said the phone contain non genuience parts and unauthorized modification. Service was denied. I was floored. They wrote up a description report and told me to talk it to Verizon store. I spent a hour their and talking to the staff and manager. The managrr gave me his business card and told Apple to call jim to confirm the phone was purchased new on 6/24/15.

I went jhome and spent two hours thenphone with Applecarr support. They call The local Apple store manager at Evergreen Walk in Southwjndsor,CT. I got the Apple manager to call vrrizon store manager. Apple said the phone was refurbished and probably tapered with. They trust me i did not do it asbi have bought dozeno of Apple devices( 10 iPhone, Macboooks, iMac). Eventually Verizon store manager agreed to send me a replacement device. He said it is good as new. I hope this is not another lemon phone. The Apple store manager said i could bring the phone in for them to check this out for genuine parts and can help me transfer Applecare over to the new phone. I just hope the replacement iphone 6 does not have non-Apple parts.

I believe Verizon inventory has been tapered with or they faiked to update the SKU. Verizon blamed Apple misdiagnosed the problem. Lesson learned here is never buy a phone anywhere except Apple Store. I can't believe this sort of thing can happen in America. Apple is no longer on the customer side. I spent 6 hours running around with Apple and Verizon. This is not yet over until i grt my hands on the replacment phone expected 7/20/15.

[vzw_customer_support]

Fakestock-

We want to apologize for any trouble you may have experienced.  Having a reliable phone is of the utmost importance.  For many of us cell phones are the only means of communication.  The replacement phones sent do go through a 100 point inspection.  That phone will be as good as new.  Thank you so much for your time and patience. 

EmmaM_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Fakestock]

The replacement phone according to Apple warranty using the IMEI number check expires in October 2015. I just hope the phone is as good as new and still carry a factory warranty and not some refurbbished with non-Apple parts. I hope to transfer my existing *new* phone warranty to the replacement phone. My current overheated phone warranty with Applecare expires on June 24, 2017.

[kaebfly]

Do you have AppleCare or are you referring to the manufacturer warranty that comes on the device (which would only be valid for a year. It would not expire in 2017)? If you got this replacement from Apple then your warranty would be valid for the full time. Also, if they replaced it and you have AppleCare your plan would be good on the new device also. To set your mind at ease contact Apple to get the exact dates for expiration.

[Fakestock]

The phone had both the original manufacture (Apple) 1 year warranty and AppleCare which extended to 2 years (6/24/17). The replacement phone warranty expires in October 2015. This lead me to me believe the iPhone was activated with Apple. Apple denied service / replace my phone dur to,"aunthorized modication i.e refurbished phone".

I hope Apple will transfer my wife's current iphone 6 warranty to the replacement phone.

I never thought i have to go through this hassel.

[mama23dogs]

Please have Apple check the phone and switch your Apple care + coverage to the new/replacement phone. 

I Hope this is the end of it, but for some odd reason Verizon and Apple don't play nice.  They will bounce warranty phones back and forth, yet Apple will void a warranty if Verizon touches their phones.  Talk about a mixed message.

[kaebfly]

Verizon isn't an authorized repairer for Apple. Just an authorized retailer. If they "repaired" a device with non-Apple parts and then sold it to someone then I completely understand why Apple won't cover those devices. It's honestly why I always suggest going through Apple when it comes to issues with your device that are clearly associated with the device functioning and not service related issues.

[Fakestock]

I do hope this is over next week and the warranty is transferable. I had an appointment with Apple on Saturday next week. Keeping fingers crossed and hoping for the best.

The phone is still less than 30 days old. I wonder if there is any consumer protection law in Connecticut. I will certainly research my option and contact the BBB.

The replacement phone is considered as good as new but to me it is still used. I still have installment n theys phone to pay. Sigh....Apple and Verizon are pointing finger at rach other and i got stuck in between.

[mama23dogs]

Agreed, and disturbing.

Is there anyway Apple can prove the phone was previously activated?  I should say, I am sure they can, but will they share that information?  If they have 2 activation dates on the phone, one pre-dating your 6/25 purchase, I think you have grounds to insist Verizon replace the used phone they originally gave you, with the NEW phone you paid for.  

I encourage you to pursue this.  Meanwhile, check Verizon's terms of service for how to dispute a problem.  It usually requires written notice within a short time.

[Fakestock]

Fedex delievered the relacement phone today. My wife iponed it up and found the phone has ding and scratches. How can verizon certified good as new. Any blind person can see small holes and scratches. This phone is 8 months old according to Applr IMEI warranty check. I don't want to accept this phone. This is unbelievable. I will give Verizon corporate office a call tomorrow.

[mama23dogs]

None of this would fly with me.  Selling you a used phone to start is not acceptable.

send it back.  Rip someone a new one.

[Tidbits]

Something tells me it's a Apple mess up.  If it was refurbished the IMEI would have said so. You can't change the logic board without changing your IMEI. If that was in fact a refurbished logic board then the system would have kicked in 3 months from activation is all you have. That's why Apple probably took ownership when they found out their system said it should have a warranty longer than 3 months(or expired).

[Fakestock]

What the Apple Store claimed is the phone had non-genuiene Apple parts. They did not say what part was not Apple. The store manager was supposed to send me a detail report via email but he never did. Apple indirectly said they could not read the part barcode and this is typical of a refurbished device with parts replace. I will call the store to get the report with the exact part that is not Apple. Shouldni try another Apple store?

[Tidbits]

I am merely pointing out the warranty would have said so by a simple search through their warranty system. They could have told you as soon as you gave them the IMEI before you sent anything anywhere. Also to top it off if the IMEI of the new logic board(unofficial) wouldn't be in Verizon's system and wouldn't work on Verizon if that was the case. So they(Apple) realized it was their mess up and fixed it.

[mama23dogs]

Excellent points from our island tech expert! 

MY 2 cents are off on another tack.... Another customer had a very different problem, but after months of back and forth, filed a complaint with the BBB and got satisfaction in short order.  I don't often side entirely with a customer, but Verizon owes your wife a brand new phone.

I Wish the return period would go to 30 days!

[Fakestock]

All,

Thanks for the suggestions and responses. Here is an updatr and good news.

I returned the certified good as new replacement phone to Verizon. The phone was used and had 5 phones Apple warranty left on it. I can't transfer Applecare to the device and ended up cancelling it as the pirchase window is within 30 days period.

I had Apple re-check the phone with heating priblrms and Apple still go by their story....they could not scan one of the phone's part and voided the warranty.

After voicing my complaint to the Verizon wireless store manager and on the phone with him for 15 minutes he agreed to make an except to give me a new iPhone. I stopped by the store in South Windsor, CT yesterday and Chris came up to greet and shake my hands. My wife now had a brand new phone. Thanks so much Chris!

Verizon finally make it right. I lost sleep just becuase of all this trouble. Apple is really messup here. There is no doubt in my mind their scan tool could be at fault. Apple never indicate to me the part they can't scan. They can't deny warranty service just becuase some scanning tool can't read the part. Who's know if the part was defective leading to this issue. I am really dissappointed with how Apple store handle this situation. next time i try another Apple store in another city.

[mama23dogs]

Awesome!   This is exactly what should happen.

There are times Verizon is right and customer is out of line.  NOT this time.

IM so glad your  wife got a new phone.   I live close to the Windsor store, I will make a point to shop there and ask for Chris.

[mama23dogs]

Something is rotten when a $800 phone, less than 30 days old is proved to be refurbished and not by the manufacturer, voiding the manufactures' warranty, and then replaced with another refurbished device.

I think having it checked by Apple is essential.  Verizon shouldn't be touching Apple phones.