iPhone Support Agent Comments on Exploding iPhones
Exploding iPhones have been a very popular topic as of late, but now an alleged tier 2 iPhone support agent has contacted Gizmodo to further back up Apple’s claims that the exploding iPhones are not the result of faulty batteries but rather simply cases of user abuse.
I’m a Tier 2 iPhone agent for Apple. I’d like to add that roughly one to two calls out of every thousand that I take deal with the battery “overheating”. Generally, this incident can be described as “uncomfortably warm”, and I have not ever received or heard of a coworker receiving a call about someone being injured by the iPhone, including people too stupid to stop using their phones after the screen is broken.
The email later goes on to say Apple gets tens of thousands of calls and zero of them have proven to be safety issues. From the beginning of this debacle we’ve had a feeling that this was simply the media blowing this way out of proportion. We still get this feeling…
Does this alleged tech support email put some of your minds to rest regarding the “exploding” iPhones?
[Via Gizmodo]
August 31st, 2009 at 6:38 am
You would think a Tier 2 agent would be smart enough not to refer to customers as “stupid”.
August 31st, 2009 at 6:51 am
@Joe There is a certain point where the truth can’t be avoided. Lol
August 31st, 2009 at 8:26 am
Obvious this tier 2 tech person is “stupid” for even stating that a customer is stupid. It doesn’t surprise me because more and more apple employees think they are some type of Gods and we poor mortals (customers) don’t know anything. That’s why I will be the first one to purchase the exploding iPhone app. I will start the jihad against those apple pigs. Come the iPhone children of Zion, let us revolt.
August 31st, 2009 at 8:32 am
I’m on my third 2G iPhone thanks to apple care both times the phone was replaced because it became uncomfortably hot. The first phone got memory wiped, I was unable to retrieve any information I neglected to back up. The second iPhone also started to get uncomfortably warm I believe it was due to an old battery which no longer held it’s charge after a year of abuse. Both times apple changed my phone no questions asked and both times without incident. I’m looking forward to getting my 4th iPhone 2G prior to my AppleCare expiring and then getting the new generation that’ll come out in 2011.
August 31st, 2009 at 8:40 am
For a tier 2 agent he/she is pretty unprofessional. If I cracked the screen on my out of warranty iPhone 3G I’d still use it. I’m not forking out $400 to get a 3GS, I’m finishing out my contract! Apparently that makes me stupid?
August 31st, 2009 at 9:13 am
@ Joe
Just calling it like he/she sees it.
August 31st, 2009 at 9:30 am
Corroboration of one Apple source with a vested interest in the outcome with unsolicited information volunteered from another anonymous Apple source with a vested interest in the outcome. Yes, that is a dramatic increase in credibility.
August 31st, 2009 at 10:35 am
The representative has an excellent point by calling the user stupid, IN THIS INSTANCE. Because, it’s perfectly fine to finish out your contract, however long that may be, not wanting to shell out your pay to cancel or buy a new phone, but when You make that choice to use your phone, knowing that the GLASS screen is shattered or spidered or cracked or chipped, and you get scratched up or injured in any way and go running to Apple, that would not be a case where apple could help you seeing as you knew there was something wrong with it, but continued use anyways. I’m siding with the rep in the little “stupid” issue. Pun intended.
September 1st, 2009 at 2:55 am
Tens of thousands of calls…. There are bigger companies… Call centers even, that don’t receive that many calls. And this tech took all those calls bs.