iPhone 6Plus iSight Camera Replacement Not Eligible

[renn1988]

Hi, do anyone experience the issue where iPhone 6Plus Rear Camera is rattle/blur/shaking but not eligible under Apple iSight Camera Replacement program?

I have used my iPhone 6Plus with care and never has any physical nor chemical damage nor spilled by water before. Previously, sometimes my iPhone 6Plus Rear Camera will shake/rattle/blur but not so serious. To avoid this issue what I need to do is just close and reopen the camera app, and then it will work fine.

Recently, my iPhone 6Plus rear camera is rattle/shaking/blur seriously while taking photo and video except only in Slow Motion mode, it accompanies with some mechanical noise when put it near the ear. I decided I can't bear with it anymore and started to search online and found out that this is exactly described under the iSight Camera Replacement program. Affected customer could replace their built-in camera without paying any fee. But unfortunately, my iPhone 6Plus serial number was not in the list.

I naively thought this is Apple Product Quality issue, solely arise from mechanical error which is not caused by customer inappropriate handling, should be able to explain to the Apple Care and ask for a free built-in camera replacement. However, I am so disappointed to their irresponsible behavior towards customer.

I have talked to their Chat Senior Adviser, he replied me as follow.
You can see how is their behavior when customers face problem. They are not even care of starting to investigate the case, they just keep telling me that my iPhone 6Plus product serial is not in the range, it is not their fault. I have told them my problem is exactly the problem stated under Apple iSight Camera Replacement Program. Although, my phone warranty is just over, affected customer are granted 3 years time to replace their built-in camera. They should start to carry out investigation whether if there are any additional affected user. Instead, they just ignore and insist they have nothing wrong.

And then this guys working as chat senior adviser came out with a statement as below. Instead of saying sorry, he even bragged they are diligently working on the issue, and there MUST be no missed customer at all. He didn't even work for technical team, how come he knows all of his colleague work diligently?? If this is true, then Apple WOULD NOT need to come out with this iSight Camera Replacement Program isn't it, since you guys work so hard and diligently then you guys should be 100% no mistake at all!

At the end, he just ended our conversation while I am writing my reply to him. This is so called Apple Customer Support........

I am really really disappointed and do anyone can suggest anything to get the replacement?

 

[kashix]

what image u embedded? cannot even see anything -.-

 

[Conan1986]

I think all you can do is to call back and pray that you get a much better advisor. AASP itself would definitely decline the replacement based on the same reason. Talking to the right person when calling Apple makes a world of difference.

Note the timing you called them and choose a different timing, preferably when some other region starts working. I've chatted with advisors from certain region and told them off and also to an advisor from another region who made everything work.. I don't mean to judge by region but some regions really emphasize consumer rights much more than everywhere else.

 

[Food_Lover]

I'm not in liability to disclose any of Apple's SOP.

iOS/CPU Chat (be it T1/T2's Advisor) operates mostly in United States/Canada/United Kingdom/New York. Support Chat don't have the jurisdiction to provide available options for customers that reside outside their region (such as setting up a repair, clarifying the misunderstanding between AASP and Customer ;etc).Therefore, they mostly set-up a call back for those Phone Support's Advisor to followup with the customers.

As you claimed your iPhone just out its warranty's coverage (hopefully it's 100 days or less), call up Apple and speak with a T2 Advisor.

I'm supposingly not able to reveal anything but i hope you indirect get what i mean. Be prepared of getting direct to AASP for further diagnostic.

 

[renn1988]

Thanks for pointing out. I have just updated the image link.

 

[renn1988]

I think all you can do is to call back and pray that you get a much better advisor. AASP itself would definitely decline the replacement based on the same reason. Talking to the right person when calling Apple makes a world of difference.

Note the timing you called them and choose a different timing, preferably when some other region starts working. I've chatted with advisors from certain region and told them off and also to an advisor from another region who made everything work.. I don't mean to judge by region but some regions really emphasize consumer rights much more than everywhere else.

Thanks! This information is useful for me.
May be I should have another try before giving up.

 

[renn1988]

I'm not in liability to disclose any of Apple's SOP.

iOS/CPU Chat (be it T1/T2's Advisor) operates mostly in United States/Canada/United Kingdom/New York. Support Chat don't have the jurisdiction to provide available options for customers that reside outside their region (such as setting up a repair, clarifying the misunderstanding between AASP and Customer ;etc).Therefore, they mostly set-up a call back for those Phone Support's Advisor to followup with the customers.

As you claimed your iPhone just out its warranty's coverage (hopefully it's 100 days or less), call up Apple and speak with a T2 Advisor.

I'm supposingly not able to reveal anything but i hope you indirect get what i mean. Be prepared of getting direct to AASP for further diagnostic.

Thanks a lot for your useful suggestion.
Seem like I will have to call up instead of chat session to resolve the issue.
Will update this issue again after I made the call.
Thanks!

 

[nick3384me]

Try to update your iOS see the issue still there.

 

[BraveCloudy]

Mine is eligible but I didn't exchange as my camera is working fine.