How Apple will handle replacements for iPhone 5s units with battery problems
Earlier this week, Apple confirmed that some iPhone 5s units are affected by battery-life issues due to a manufacturing glitch. Apple said that customers with affected units would be contacted to receive a replacement device. Now, sources have shared some details into how exactly that process will work. Besides what is listed in the quote from Apple’s PR department, Apple has told AppleCare representatives that the issue can cause “shortened battery life, longer charge times, or a battery that will no longer charge…”
Apple will personally contact customers who own iPhone 5s units with affected serial numbers via a phone call. If a customer feels that their phone is affected, but has not yet received a call, they may feel inclined to call AppleCare. If they do, the AppleCare representative can enter their serial number into the system and check to see if their phone is eligible for a replacement. If the phone is not deemed to be in the group of units with the manufacturing issue, AppleCare is instructed to troubleshoot the phone with normal guidelines.
If the phone is eligible for a swap, the AppleCare advisor will be able to organize a replacement via one of several options. The representative can organize a Genius Bar appointment for the replacement to be conducted, or arragne for a replacement at a local authorized reseller. The third option is to send a replacement phone directly to the customer’s home. The customer will be given shipping material to send back the affected device. AppleCare representatives will recommend that customers backup their phones before having them replaced.
Apple has not disclosed an exact number of affected devices, but based on claims from early reports and the fact that customers will be called personally, the number seems to be in the low-thousands range.
http://9to5mac.com/2013/10/31/how-apple-will-handle-replacements-for-iphone-5s-units-with-battery-problems/
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