Returning iPhone 15 four hours after purchased

[Hall]

How are you so sure of this? The store employees could not make it work, nor the user.

They couldn't get it to work. User couldn't get it to work.

It's an Apple ID / password issue. The phone "works" or it wouldn't be booted up to where he can (attempt to) input the Apple ID details.

The store could not get my Apple ID to work. I had an Apple ID that I haven't used since 2018 for a I pad where I purchased e-books.

The store told me just to go home and work on it. I spent the afternoon trying to get my ID to work, or establish a new apple ID account.

I think I fixed the issue myself. Speaking with apple help line, very nice lady told me I could not use my current email address ad had to use a different email address. I tried to use a different email address (icloud), but still had errors.

What I discovered is I used a now defunct work email address as my primary address, and my personal email address as my rescue email. I tried to change the primary email from my work to personal email, and that was not allowed (can't use the rescue email for anything if it is identified as rescue). I then changed my rescue email to an old aol email. This allowed me to enter my current personal email as an apple id.

 

[Hall]

and they owe him a working phone especially after paying $35 for the set up and not getting set up!

If it is an Apple issue (no doubt the set up probably is) it fell on Verizon's lap when he PAID them to set him up. He should have left the store with a working phone....or refunded his $35 which they kept.

I'm willing to bet the $35 was an "activation" fee, not a "set up my phone" fee. Activation fee is completely standard with Verizon.

 

[GON]

I'm willing to bet the $35 was an "activation" fee, not a "set up my phone" fee. Activation fee is completely standard with Verizon.

Let's bet $250, the loser of the bet pays $250 to BITOG in the form of a donation.....

 

[dkryan]

Maybe write down your Apple ID and password somewhere where you can actually find it for future reference??

You changed your email service? Novel idea!!

Then maybe update your email address with Apple on a timely basis?

Your issue, whether you or the Android lovers refuse to admit it, is with Verizon.

 

[GON]

Maybe write down your Apple ID and password somewhere where you can actually find it for future reference??

You changed your email service? Novel idea!!

Then maybe update your email address with Apple on a timely basis?

Your issue, whether you or the Android lovers refuse to admit it, is with Verizon.

My only issue with Apple is that they didn't/don't have a readily available customer support phone number clearly viewable on their web pages. That I would think be something an organization that sincerely cared about its customers might do.

 

[dishdude]

Maybe write down your Apple ID and password somewhere where you can actually find it for future reference??

You changed your email service? Novel idea!!

Then maybe update your email address with Apple on a timely basis?

Your issue, whether you or the Android lovers refuse to admit it, is with Verizon.

Even with your user ID and password, Apple won't let you sign into an unfamiliar device without proper authentication. They won't just let you do 2FA. Like the OP, I had a dormant iCloud account I recently used to sign in to a device. Having no other Apple devices associated with the iCloud account, I was able to login with 2FA but in order to activate iCloud on the device I had to know the passcode to an iPad I haven't had in years. Somehow I remembered it.

OP - Apple did you a favor. I have an iPhone and a Pixel, no way I would ever want to switch to iPhone. Get the grandkids to download one of the many cross platform video messaging apps.

 

[spackard]

That AppleID is like a passport, or like a stock trading account. It’s extremely important to their security but they don’t tell you that going in.

 

[Mainia]

Wow, Apple is so easy to contact, never had an issue with getting customer service. Even with help on an old unit with one of their new operating system updates. Yeh, I get pissed at them for weird design issues as “ they want to do it their way” and I don’t care for it . Just like I did years ago with android. Overall, I would never change back to android. Funny I just picked up a new iPhone 16 tonight to replace an iPhone 12. I dropped off a scissor lift that made the mic sporadically cut out. It use to be t-mobile would sell 10% iPhones and tonight I asked the sales guy what is the ratio these days and he said it’s about 50/50 give or take new releases for both brands.

 

[Carmudgeon]

Apple IDs are locked for inactivity after a year. Google accounts after two years, so for an account that hasn't been used since 2018, it would not have made any difference.

Apple has close to 300 retail stores in the U.S., including one in Tacoma, about nine miles away from the OP's stated location.

Those stores have people who are happy to help set up and migrate data to new devices, a standard offer they make on the spot to every new owner.

Just because a website doesn't work the way one expects doesn't mean it's broken. In such a situation:

1) Go to Apple.com

2) "Support" at the far right end of the tool bar - "Apple Account and Password" under the drop down menu that results

3) Prominently displayed on the Apple Account Support page -- A) Forget your password?" B) Access a locked account" C) Can't create an account?" D) Update account details"

4) Choose "If your Apple Account is locked, not active, or disabled" page, which offers three scenarios, two of which lead to a page where one can start a Chat, or request a callback. That callback will come from a support rep based in Texas (not the Philippines or India), who speaks, and understands perfect English, won't forcefully regurgitate a script before getting to the gist of the call, and actually possesses critical thinking skills, and will readily consult with someone above L1 support if they have to. I know, because I've had such contact.

If that's too difficult to follow, I don't know what to say, except that a company that offers in person, online, as well as phone support, and prides itself on a good UX, shouldn't be accused of making it difficult, nor responsible for the failure of a carrier to help a user complete the onboarding process for a device they sold.

Google Pixel support also follows a similar process, and doesn't display a toll-free number anywhere on their site either. One must submit some basic information and request a callback. But at least that's better than the standard "consult Google Community for (self) help," the typical response for their non-paying customer services. And unless you're in NYC, Boston, or Mountain View, good luck trying to find in person help, because that where most of their handful of stores are located.

 

[CKN]

Yeah, no. I'd fight that credit card charge. Product inop, did not work.

A charge back is not valid in a situation where you knew the terms going in- and things just didn't work in your favor. The merchants going to say to the bank " he signed the recepit/ paperwork on the phone and it's ( return policy) is what stated. " There is no " bad charge" here. GONS mistake was leaving the store with an inoperable phone for his Apple ID. It's on him.
On another note the wife and I just got new phones at no charge through the Costco program. They are T- Mobile . I have a new Samsung and she has an Apple 15. With that being said there is no way in the world I would switch to Apple. The Apple is buggy and won't connect to wifi in some spots when traveling- and gets a weaker signal reception many times as well. No thank you....

 

[DriveHard]

The phone stores are useless when it comes to the actual devices themselves. Anything beyond selling you a phone plan and they just throw up their hands. Telling a customer to "go home and hopefully you can figure it out" is laughably bad customer service. An Apple store could've likely straightened it out. I doubt an Apple ID not used since 2018 is still active, but they could've assisted you setting up a new account.

This is true to a point. If you can find a real store (not independent) they can usually solve your problems very quickly.

 

[SC Maintenance]

That AppleID is like a passport, or like a stock trading account. It’s extremely important to their security but they don’t tell you that going in.

Its way worse than that. You need to have access to your email or phone number used at registration. If you don't your SOL. VS a bank or broker I simply need to prove I am who I say I am, with ID, etc - and they can reset everything for me.

I do agree however in this case that it was likely a Verizon issue. They shouldn't have sold him a "setup service" without knowing if he had a apple account in the past and could still access it, or if he wanted to set up a new account with a different email, etc. These should have been asked up front.

 

[BrendanC]

this is user error not an apple error. samsung would do the same thing if you didn’t remember your email.

i carry three phones daily. iphone 15 pro max, iphone 15(work #1) and samsung S22+ (work #2) and i will continuously side with an iphone every day of the week. no one can touch the security apple grants you within their ecosystem.

 

[KrisZ]

this is user error not an apple error. samsung would do the same thing if you didn’t remember your email.

i carry three phones daily. iphone 15 pro max, iphone 15(work #1) and samsung S22+ (work #2) and i will continuously side with an iphone every day of the week. no one can touch the security apple grants you within their ecosystem.

That same “security” requires at least two apple devices to authenticate properly when you run into trouble and want to recover your account. It’s all fine when everything works as it should, but it can be a royal pain if a device needs to be set up and you don’t have access to your other device or text service to authenticate.
Been there, done that, and it is frustrating.

 

[BrendanC]

That same “security” requires at least two apple devices to authenticate properly when you run into trouble and want to recover your account. It’s all fine when everything works as it should, but it can be a royal pain if a device needs to be set up and you don’t have access to your other device or text service to authenticate.
Been there, done that, and it is frustrating.

again, on the user to disassociate those devices when getting rid of them. it is done for YOUR protection.

 

[KrisZ]

again, on the user to disassociate those devices when getting rid of them. it is done for YOUR protection.

Easier said than done. Life happens, people forget they had an old iPad associated with the account, the device may go dead etc.
Many people simply don’t know about the ID lock until it happens to them. Apple doesn’t exactly explain the whole process to their customers and how hard it is to reset it even with Apple support people.

 

[Jetronic]

I had no cell phone for 48 hours. Drive from Seattle to El Paso with no phone. Did just fine.... Makes one wonder ...

I refuse to carry a phone most of the time, my phone (the wifes old phone) hasn't left the house in over a month, possibly 3. I do just fine aswell. I plan my day and stick to that plan.

 

[BrendanC]

Easier said than done. Life happens, people forget they had an old iPad associated with the account, the device may go dead etc.
Many people simply don’t know about the ID lock until it happens to them. Apple doesn’t exactly explain the whole process to their customers and how hard it is to reset it even with Apple support people.

again, on the user. it is all explained if you read the documentation.

 

[GMBoy]

I'm willing to bet the $35 was an "activation" fee, not a "set up my phone" fee. Activation fee is completely standard with Verizon.

You might be right about that - I paid $35 for activation just a few weeks ago. Well this thread blew up fast though!

 

[GON]

. Well this thread blew up fast though!

I didn't think this thread blew up whatsoever. A problem was discovered, researched, and solved. The problem wasn't solvable by the world's largest organization that has billions in cash. Verizon wasn't able to solve either- I guess Verizon is more interested in cross selling streaming and such.

The issue wasn't about remembering a password, etc. The issue was an Apple ID that was tied to a very old work e-mail, and a rescue email address that was a personal email. The work email was no longer valid. I am not aware of readily available information at the time I entered the rescue e-mail address (likely a decade or so ago) that by doing so, that address was banned from use for life with very deliberate actions. I speculate Apple didn't even have that policy in place when the rescue email address was used. Last night the Apple tech support rep told me there was no fix to the issue because the original email was a defunct email. I didn't give up and found the fix.

What I still find mind blowing is that Apple didn't offer 800 my apple to make a call to try and fix the problem. Apple didn't want people calling them, that was my takeaway. They would rather lose customers than service customers on a MACRO basis. Corporations that take that stance, and most are today---- are doing this because they have cornered the market and/ or part of a oligopoly.

Not too many years ago poor customer service would kill a corporation. With oligopolies cornering almost all of most consumer markets in the U.S, customer service is irrelevant on a MACRO basis.