Mijn Klacht:

Dit is wat ik vanavond aan Apple schreef:

Good day,

I’m writing to you because of an extremely unpleasant experience at the Apple Store Amsterdam and your product iPhone 7 in general.

Two weeks after the purchase of the above mentioned cellphone, I accidentally dropped it, for the first and only time (the phone slipped from my palm).
Although cellphones are not supposed to be dropped, it happens to everyone, and not once. You will agree that everyone who buys (one of) the most expensive products on the market (iPhone 7) expects that the phone will be drop-proof to some extent and continue to function and have the same appearance as before the accident.

In my case, however, I picked the cellphone with a tiny (2mm) scratch in the bottom left corner and multiple cracks on the display. I will repeat that it happened after the first and only fall. It was not even high as I was squatting in front of my 2 year old son.

1. Apple sells a product which does not meet core user requirements, especially for such a price.

When I came to your Apple store in Amsterdam to fix the display, first of all, I had to wait for 13 minutes, although I had an appointment and came sharp on time.
Secondly, your colleague Diarra looked at my cellphone, shortly discussed the case with other retailers and stated that the display could not be repaired because of the scratch in the bottom left corner. According to Diarra, the scratch was a dent and the telephone had to be either swapped (for the price of a half of a new iPhone7), or traded in (for EUR 20).

2. Apple sells a product which cannot be even repaired after a simple drop, and suggests to buy a new product.

So, Diarra was asked if my iPhone7 could be analyzed by the experts at Apple. Diarra replied that he was from a technical department himself. When I requested to give me at least an official confirmation and an expertise result that the display could not be repaired, Diarra replied that he could not do this as that confidential information could not be shared.

3. After my request, Apple refused to hand in my iPhone7 for their further examination.

After hearing how Apple present themselves as a modern company with good imago and values, this experience was far too unexpected and unpleasant.

Please rest assured that I will do my best to let my network and others know how Apples makes us victims of planned obsolescence.

Best regards

Gewenste Oplossing:

Als (een groot deel van) ruilkosten van mijn iPhone door Apple gedekt zijn