i have had iPhone 16 pro since 09252024, and the following issues pop up in turns everyday:
Camera crashes and the device doesn’t response. I have to restart to restore the function.
Outgoing and incoming voice messages have no sounds. Initially, I thought it was because of the message app; however, I tried to record my voice with voice Memos, Still no sounds, so I figured it’s the microphone. I sometimes have to restart iphone 2-3 times to fix the issue.
The device gets hot and slow without background apps running. I can not figure out the cause. For example, after I woke up this morning and picked up my phone to look at some websites. The phone became hot and slow in just a few minutes. Again, after I restarted it, the issue resolved.
Do I pay over $1,100 to constantly restart my iPhone to have it work?
i have contacted Apple service teams for hundreds of times since last week; however, I have found it’s extremely hard to get proper help.
Initially, I chose chat service and was transferred from tech support to Apple care then to sales department. Sometimes the connection lost, so I had to repeatedly tell the new person what has happened. Then I was told to call their senior advisor, who again asked me“how can I help you”, so I told him what’s going on and I chatted with other agents, who advised me to call instead because their limited access, and if he needed more info, he could look at the chat history or notes. Surprisingly, this person mocked:” I went over the previous chat and noticed that you have contact us for 20 times!” I told him that before I talked to him, I only contacted Apple once and was transferred to different department and still can not get help. Then he again asked me:” how can I help you”? I said I told you already and you said you reviewed the chat history, why are you asking me again? he said he wanted to hear from me, so I repeated again, then he asked the same thing again, so we were doing this back and fort for a few times. Finally, I was really ****** off, so I shouted to him and hung up because I had to go back to work.
Later, I chatted with Apple service again, and this tech support said they needed to run a diagnostic test for my phone, but they could only give me verbal advice regarding the result and recommendation instead of proving a detailed written report. I felt this does not make any sense! For example, if we go to our car dealer to fix our car, the advisor will give us a written report and advices., so we can see what’s the issue and make suitable decision. Why can not Apple do this? How do I know if what they tell me is true without anything in writing? Apple’s explanation to this is this is what Apple does! Of course, I did not accept this and ask if this defective phone can be replaced. Then I was transferred to another person, who told me a replacement for my phone was initiated and I would receive an email within 24-48 hours. I was so happy and waited and waited for 3 days! No email came! I contacted Apple again and was told my phone was still in warranty, but I had to send my phone first to Apple and to have it inspected. If it’s eligible, a replacement would be sent to me. I refused because i simply can not function without my cellphone:) Then I did research online and found out Apple care offers a service called express replacement, which can send a new phone to me first, then have me return the defective one, so I bought Apple care and called Apple again, but I was told one more time that they had to run a diagnostic before further action!
The above is just simplified story because I don’t want to waste more time to write down all the details.
It’s also worth to mention that during my numerous contacts with Apple: my chat repeatedly got disconnected, so I had to repeat my request to new agents; when I called, 2-3 times, my call was hung up by their agent; or one of the agents told me she could not see any devices associated with my account; and every time I was transferred to a new department, I had to identity myself and repeat my request despite the fact that I had verified with Apple’s automatic voice assistant and previous agents. another issue is different agent even from the same department told me different solutions and policies.
Nothing in writing can express my frustration and disappointment. I do not understand how a good company has become like this, both product quality and cus service quality.
