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Old 15.12.2014, 15:45
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policy regarding broken iPhone? (warning, long post)

Two weeks ago, my iPhone 4s became unable to connect to wifi. That was the beginning of a wild goose chase to recover the wifi.

First stop: Orange store in Lausanne. The employee said the older models of iPhones are unable to handle the new updates. (Though I haven't updated the iOS in a while, it's still on 7.1). He said not to update it but to take it into the Apple Store in Geneva. They have, what he called, "une politique d'echange" since they know about the problem the updates are causing the iPhones. That sounded consistent with what I've heard about the apple store (generous about exchange broken iPhones with new ones.)

Second stop: Apple store. At the Genius Bar, the guy ran a diagnostic and said the antenna wasn't working and it's a hardware problem that cannot be fixed so the only option would be to get it replaced. However....rather than the generous "politique d'echange", he said it would cost 280chf to replace the phone, but that since the manager was currently in the store (he started mumbling at this point), I could get a replacement phone for 140.....or 150 chf. His rationale was that if the phone had broken down its first year, they would have replaced it. But since it was my second year on the contract, Orange was responsible. "Of course they sent you here. They send everyone to the Apple Store." was how he put it.

Third stop: Orange store down the block in Geneva. The Orange employee looked rather disgusted that Apple had send me back to Orange. He said updating to the latest iOS should solve the problem and that if it doesn't work, I should go back to Apple. I told him his colleague in Lausanne recommended against updating, that the Apple employee never mentioned the latest version of iOS being able to resolve hardware problems. When he wouldn't budge, I asked if I could do the recommended update right there, in his shop. Because I didn't want to make another trip to Geneva. "No...I don't have a USB connector was his response."

Fourth stop: Back at the original Orange store in Lausanne. I got the original employee who looked grumpy and said, "well, Apple turned you away. What do you want me to do about it?" I repeated what Apple said, that it's a hardware problem that can't be repaired and that Orange should replace my phone. The guy did some shifty-eyed murmuring with his manager and said they would have to charge me 60 chf to send it to repairs and it would take at least a week. He said if he were me, he'd hold tight until the contract renewal (end of February) and get a new phone then. "You don't want them to charge you to fix this phone..." He gave me a free GB for the month to compensate for the excess data usage (which will NOT last me the end of the month at this rate) and said to go to the repair shop on Rue Petit Chene to see if they have an 'astuce.' Meanwhile, resetting my phone might help.

Fifth stop: Repair man said it would cost 50 chf to open the phone and fix it. It'd be free if he cannot fix it. He laughed at the idea that resetting the phone could be a magical solution.

My question is.....has anyone had to deal with a broken phone during the second year of contract? What bothers me is that there doesn't seem to be a consensus about how this kind of thing should get resolved. Should I insist on free unlimited data usage from Orange until the end of my contract or just pay it on my own. (I'm tired of making the rounds around town...)
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Old 15.12.2014, 16:07
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Re: policy regarding broken iPhone? (warning, long post)

If the phone is less than 2 years old and you have the original receipt for it then you might want to show the following document to either Apple or Orange


Edit: Actually it looks like Orange are liable

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Old 15.12.2014, 22:53
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Re: policy regarding broken iPhone? (warning, long post)

Thank you Slaphead, I really appreciate those links! They gave us the confidence to investigate further. After calling Orange, they agreed that they do have a warranty policy for the phone after the first year. However, it depends on the specific problem. So I would have to pay to send it in to the Orange repair people. But if they see that it's been open or has water damage, etc., then they won't take responsibility for it.

Which makes sense, even if it's not as nice as walking into the Apple store and getting a brand new iPhone.
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apple, iphone repair, orange

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