1. cindyloohoo1662's Avatar
    Just joined because I have problems with my sound in my XR using the headphones. The other day it started fading in and out. And Apple's policy is to charge me the price of the phone in order to get their phone back to be replaced. This is a brand new phone. I am, needless to say NOT HAPPY. Wondering if anyone else has experienced this?
    07-01-2019 12:07 PM
  2. mumfoau's Avatar
    Welcome to iMore. That's very strange as I've never had genius bar employees be nothing but helpful when visiting an apple store.
    07-01-2019 12:08 PM
  3. cindyloohoo1662's Avatar
    It's not the Apple Store (there really isn't a convenient one nearby); it's Apple's policy with T-Mobile. If the phone is within 12 months of warranty, Apple takes care of the fix. The easiest is for them to send me phone. But they want to put a hold on my account for the price of the phone while waiting for me to return it. I can't afford that.
    07-01-2019 12:12 PM
  4. Spencerdl's Avatar
    Welcome to iMore. Your XR should still be under warranty, not sure why they would charge you?
    07-01-2019 12:15 PM
  5. cindyloohoo1662's Avatar
    They want to put a "hold" on my account for the total price of the phone, while waiting for the return of my old one. It is their policy. I have tried TWICE to have them just send the phone to a TMobile store by me, however, they won't do it. If it was under my extended warranty, then TMobile would handle it, send a replacement phone to the store closest to me and that would be it. I don't have roughly 900$ to hold for a few days! They would hold it on a credit card for me, but I don't have that right now. It is frustrating.
    07-01-2019 12:18 PM
  6. Frehley's Avatar
    Hi Cindy, welcome and I am sorry that you are having this issue.
    cindyloohoo1662 likes this.
    07-01-2019 01:30 PM
  7. Lee_Bo's Avatar
    Greetings and salutations. Welcome to iMore.
    cindyloohoo1662 likes this.
    07-01-2019 03:06 PM
  8. wilber1's Avatar
    Welcome ti iMore!I have had only the best experience with the Apple store ,hope you can get your problem worked out with them .
    cindyloohoo1662 likes this.
    07-01-2019 03:13 PM
  9. taz323's Avatar
    Welcome to iMore
    cindyloohoo1662 likes this.
    07-02-2019 12:24 PM
  10. Just_Me_D's Avatar
    They want to put a "hold" on my account for the total price of the phone, while waiting for the return of my old one. It is their policy. I have tried TWICE to have them just send the phone to a TMobile store by me, however, they won't do it. If it was under my extended warranty, then TMobile would handle it, send a replacement phone to the store closest to me and that would be it. I don't have roughly 900$ to hold for a few days! They would hold it on a credit card for me, but I don't have that right now. It is frustrating.
    I can only assume that Apple is protecting itself from fraud. Depending on your location, it may be worth the time and effort to drive to the nearest Apple Store to get the issue resolved. Sure, it may be an inconvenience, but the results should outweigh it, in my opinion.
    07-02-2019 12:51 PM
  11. cindyloohoo1662's Avatar
    Thank you!
    07-02-2019 12:54 PM
  12. Ledsteplin's Avatar
    They won't actually charge you, if you return the phone. And welcome to iMore!
    07-02-2019 01:22 PM
  13. Annie_8plus's Avatar
    Hello and welcome to iMore! It’s nice to meet you.
    07-02-2019 07:07 PM
  14. kataran's Avatar
    Welcome to iMore

    Enjoy and Post Often
    07-02-2019 09:34 PM
  15. nikkisharif's Avatar
    Hi Cindy...Welcome to iMore Hopefully your issue will be resolved soon! Keep us updated on the outcome.
    07-02-2019 09:55 PM
  16. bakron1's Avatar
    Hello and welcome to iMore, enjoy the forums and post often.
    07-04-2019 08:53 AM
  17. li2327's Avatar
    Welcome to iMore. I'm so sorry about the trouble you are having with your phone. I hope you finally got the situation resolved, and you got your phone returned in perfect working order.
    07-07-2019 09:57 AM
  18. Ekgsyers's Avatar
    I am a new member, please advise.
    Yesterday 02:23 AM
  19. pr1nce's Avatar
    Welcome to iMore.
    Yesterday 08:26 AM
  20. metllicamilitia's Avatar
    Welcome to iMore! As others have stated, Apple is just protecting themselves from thieves with the hold and as long they get the phone they won’t charge you. I’m sorry to hear you’re having this trouble for not having an Apple Store nearby. Will T-Mobile not exchange the phone in store for you?
    Yesterday 05:23 PM
  21. Annie_8plus's Avatar
    I am a new member, please advise.
    Welcome to iMore!
    Yesterday 09:44 PM

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