New iPhone 4S yellow screen - Apple support wasn't so great..

The subject of how great Apple support is came up in the price check forum, thought I'd post this here, that great Apple support is not always the rule. There's probably a more relevant forum to post this (as far as iPhones go), but NBR is really the only "Apple forum" I regularly visit..

How helpful Apple support is depends on where and who you talked to. I somewhat reluctantly upgraded to the 4S from my 4. Immediately out of the box I notice a strong yellow cast on the whole screen. Brought both my 4 and the new 4S to the Apple store, it was immediately apparent, and all of their 4S on display are snow white instead of my 4S' dirty white. The guy more or less wanted nothing to do with it, saying we can't keep swapping phones for you if another also has the yellow cast.

The glue theory is BS - I bought a new 4S for my inlaw on launch day the screen is snow white. It's just the inconsistent quality screen Apple sources, went through the same thing on my MBA. On the phone it's pretty nasty looking though, looks worse than the picture shows.. I'm pretty sure it will be going back and I'll just stick with my 4.

PS Best Buy exchanged that MBA with the poor quality screen (a poorly lit area on the bottom plus a yellow cast) for me, no questions asked.. I imagine this same Apple store and/or the same support person would have told me to get lost like they just did with the 4S..

 

I think they have a 14 day return policy. How many times can you buy a phone and return it if necessary? Potentially the number of ATT stores in your area at a minimum. (You can buy the thing in the ATT store)

 

OP, while I do understand why you would be frustrated you have to look at the bigger picture. No company is 100% on their great customer service. As a whole Apple is tops in their customer service. They will have customers that they cannot please and you happened to be one of them so you have to look at this realistically rather than coming here saying how poor their service is.

My only question is how many times have you already exchanged the phone? If you're under your 14 day period Apple generally doesn't say, "we can't keep swapping phones for you...." unless you've had an exchange already.
While I do see differences in the above pictures I don't at all see anything "dirty" and if it's as bad as you say the store shouldn't force you to keep it.

There's always more to a story that forums will never hear.

 

You have the same tone I got in the few occasions that I dealt with Apple support, that they know better than those seeking support.

Very simple. Got the phone yesterday, right away I see the yellow screen. Drove to the Apple store, 5 minutes of chatting and waiting they sent me away saying they can't keep swapping phones. I asked why all their display phones and my old 4 are bright white while my new 4S is yellow, they had no answer. I suppose they have done this for others, "keep swapping phones", but it wasn't me as they refused to even swap mine once.

I never said I received crappy support, it's just that I haven't personally seen the great support they're touted for. The person I talked to tried to keep a friendly tone but I sensed it was condescending, much like your reply - very quick to conclude that I'm one of those customers that cannot be pleased. I'm far from being one of those.

I did a quick Google search, this is a pretty big complaint. Was surprised to see an article on Forbes website..

 

I hate buying and returning or exchange stuff as much as they get the returns, but yes I'm fully under the return/exchange period as I just got the phone yesterday. It seems they're not willing to do an exchange.

Some may say this is no big deal, maybe if I hadn't been using a phone that didn't make photos of people look like they're jaundiced..

 

Try a different store/try talking to a manager?

I would consider it pretty unacceptable if my phone had a yellow screen.

 

I actually felt I was trying to offer you some help. You're reply to me was very rude. After your post I stand by what I said, forums will never know the whole story that went on at the Apple stores. OP if you only want people to patronize you rather than to offer help then don't post on forums. I did say if you were within your 14 days they shouldn't give you any flack, sheesh. You just said the Apple guy told you to "get lost". If that's not considered crappy support I don't know what is? I'm off this thread.

 

I think just return it. Don't worry about doing an exchange. Then buy from a different store or buy a different phone that doesn't have a yellow screen. It is what it is.

If they were telling you that it's related to the glue and it's going to go away, there's no harm in waiting a few days to see what happens. Even if you think they are wrong, there's no downside... So, I would look into that more as well.

 

Honestly I think they would have exchanged it for you, but your CS agent just woke up on the wrong side of the bed and didn't want to do it.

 

No they didn't try to sell me on the glue theory. I found that claim when I googled this issue. Yeah I could have returned it on the spot, but I do love the iPhone other than this particular phone with the yellow screen. Siri is cool, and I do notice the extra responsive and I never thought the 4 was sluggish..

I'll swing by another store one day next week and see what happens. Probably they got burned before by someone else who *kept* swapping phones, who knows..

I really hate having to return and exchange things. I tried looking past the yellowish screen all day. I showed both phones to my household members, every single one of them preferred the old screen.

HLdan, funny way you try to be helpful - you insult me saying I'm a customer that cannot be pleased, claim I've already swapped phones, and then says there's not a big difference between the screens and that I didn't tell the whole story. And I was rude to you how?!

No I don't know why I posted this here, had nothing better to do today with this freakish snow storm here I guess LOL. I suppose I wanted to point this out to people, as this may not be immediately apparent to you, and maybe better prepare yourself should you seek support from the Apple store.

 

Return it and buy a new one if they won't do an exchange. They have to do that per their terms of sale.

If they won't do that ask to talk to a manager. They pretty much have to take the return within that 14 days.

My dad got 2 iPads and returned one and they took it back no questions within 14 days, they didn't even open the box.

 

as far as i can tell, problem solved.