Frustrating Service Experience with a Used iPhone 15 Pro

A user recently shared their challenging experience with a used iPhone 15 Pro, purchased to replace their outdated iPhone 11 Pro. The user expressed satisfaction with the deal, particularly because the phone still had Apple Care coverage until November 9, 2024, and an additional year of manufacturer warranty. However, this satisfaction quickly turned into frustration due to issues with the phone’s Ultra Wide camera, Taptic Engine, and speaker volume.

The problems began with a speck of dust visible in the Ultra Wide camera, a slightly loose Taptic Engine reminiscent of heavily used older models, and uneven speaker volume. Seeking a resolution, the user visited the only Apple Authorized Service Provider (AASP) in their region. Despite having extensive prior experience with Apple’s technical support, this encounter proved as mixed as previous ones.

Diagnostics and Service Challenges

The AASP technician conducted a comprehensive hardware test, using Apple’s diagnostic tools. For the speaker issue, the phone played specific frequencies, analyzed with its built-in microphones. Despite clear volume discrepancies, the test deemed the speakers “fine.” The user demonstrated the problem manually, but the technician insisted that since the automated test detected no issues, no action could be taken.

The camera issue underwent a similar process. Initial diagnostics required the phone to capture test images. The technician was unable to see the dust in these images, as the speck was at the edge of the lens. After further inspection with specialized tools, the speck was finally located. Curiously, the diagnostic test flagged a problem, seemingly by accident, leading the technician to offer service and order a replacement camera.

Unexpected Delays

The replacement process began on a Friday, but by Monday, Apple itself requested to examine the phone, extending the timeline by 7–10 days. This decision left the user without their primary device, relying on an outdated iPhone SE. The delay was particularly problematic as they required the phone for an upcoming professional video project in Berlin.

Adding to the frustration was the user’s inability to use online banking apps and other essential functions tied to their primary phone. They criticized Apple’s service process for removing their control over the timeline. While the camera replacement should have been straightforward, Apple’s decision to inspect the phone directly disrupted their daily and professional responsibilities.

Lingering Questions

The decision for Apple to intervene remains unclear. The user speculated it could be for quality control or a potential error in the diagnostic process. They noted that despite the AASP’s mixed technical competency, Apple had never previously shown concern about their service standards. The lack of communication and control over the repair timeline amplified the frustration.

This incident highlights the challenges users can face when dealing with Apple’s diagnostic tools and service policies, especially with mission-critical devices. The user awaits the return of their iPhone 15 Pro, eager to determine if Apple’s extended involvement resolves the issues satisfactorily.