One bad Apple

Next head, Apple Executive Relations - Asia Pacific & Japan. ©

What follows is an email from me to Apple's Executive Relations Asia Pacific & Japan (bear in mind that I've been trying to get this matter sorted for 8 months now):

Dear Renee

I've received another new iPhone today from my phone carrier Virgin Mobile (this is my fourth iPhone), making the effective purchase date of this phone 5 February 2010. It comes with a 12-month manufacturer's warranty, as well as the statutory warranty applicable. The fact that this is my fourth iPhone raises the question of whether the iPhone is of merchantable quality.

I've chosen not to register the product with Apple, in the hope that, should I have any problems with it (God forbid), I will be able to have the warranty of the new phone honoured with integrity and in compliance with Australian warranty legislation. It has become apparent that you guys won't do what you are supposed to do, as even the telecommunication providers seem to be unable to get you to do the right thing. This matter is being investigated by the Deputy Commissioner of Fair Trading, at the request of the NSW Minister for Trading after an email from me.

On 2 October 2009, you took away my iPhone as part of a warranty claim, and gave me a second-hand phone without telling me that that is what you were doing. It buggered up after three weeks, after which time you graciously told me that there was nothing wrong with it - this is despite the fact that I had to charge it every day and the microphone in the headset didn't work. What on earth a retailer is doing trading in second-hand goods is possibly the eighth wonder of the world.

I have managed to solve the problem and it only took four months. I sent you an invoice for my time which you declined to pay.

You will note that I have CC'd the PR Manager for Virgin Mobile, Rob Mitchell, Consumer Advocate, and the Public Relations Manager Apple in on this email. The number of people CC'd in on these emails will increase as the matter gathers momentum. In case you haven't noticed, this matter is not going to go away.

I am, to put it plainly, quite clearly over being given the run-around by a corporation that doesn't give a tinker's cuss about their customers. I would have more chance of being kicked to death by a one-legged duck than getting any kind of customer service from Apple. You are extremely polite but spectacularly unhelpful.

I can either roll over like the majority of people seem to be doing or stand my ground and get you lot to do the right thing.

The latter is looking very appealing.

I've done a bit of informal research among my friends and found that not one iPhone has made it through the 12 month manufacturer's warranty. Indeed, I know people who are on their second and third replacements. When they take the brummy units back to be fixed, Apple takes the phone away and gives them another. They say it's new but it's not. It's a refurbished unit. It is possible, for example, that you could take a 15-day old faulty phone in and get back a unit that is 12 months old. Hardly a fair exchange, one would think.

I've lodged a complaint with the Consumer, Trader and Tenancy Tribunal, with the hearing being Monday 10 May 2010, seeking an order against Apple to pay me for my lost time. Wish me luck.