Problems with du iPhone 3GS: what do I really expect?

I am not sure what I expect, even when I am writing this, so please bear with me, okay? I feel like I’m having the worst ever luck with my iPhones. In February I didn’t get data activated on my Etisalat iPhone 3G until after about a week and then there was the experience of it breaking and getting it replaced.

Anyway, back to the current situation. As many of you know I have been having problems with my new iPhone 3GS from du. My phone started turning it self off and after a while of it doing this it got to a point where it would not even restart. Some times when I would plug it into the computer, it would say that it could not find the drive in the iPhone. I have had to restore it at least three times to get it to even restart. I have also been having a problem with my battery saying that it is full, and then it says no battery. The problem seems to be worse if the battery does get it a low level, but not dead. So basically I’ve had an increasing amount of issues with my brand new iPhone, problems that needs fixing.

Axiom Cafe, Dubai

Since it is a new iPhone and after trying to restore to factory settings many times without it fixing the problem it was time to take it to the repair center. For du customers you have to take it to Axiom repair store. So, this evening I took my phone to Axiom Cafe on Sheikh Zayed Road here in Dubai. I arrived at closing (the store closes at 7pm) time and the guy was really nice in let me in and try to help me. He seemed to know the problems that I was having before I was even telling him what was wrong. I was a bit excited that he knew what my problem was and that it was going to be a simple fix. He then told me that I needed to leave my iPhone with him for two or three days so that they could see my phone having the problems that I was telling him I was having and then they would decide if my problem would warrant a fix or replacement.

Here comes the part of what do I expect: I am not sure what I should expect but to me when a customer comes in and their issues are known issues, just tell them what the issue is and then fix the issue. Yes, I could leave my phone for two-three days, and then get an answer, but why should I? So, what is a company to do, right? Well, I know that this is probably not a fair comparison but if I was at an Apple store, let’s say in the US, they would tell me right away what they would do and probably replace the iPhone on the spot at least if it was a known problem.

If I was to leave my iPhone I would not leave it with all my data on the phone, I would restore it (please be careful and don’t just let anyone have your data). By chance if this was a software issue, it would be really hard to find, without my data. Then if they are going to find the fault, they would have to use my phone, and I am pretty sure they would not. Also to be fair, I did ask the guy if the person trying to repair my phone, had any Apple Certification and he said of course. So, I asked if I could see their certificate and he said they did not have them to show.

What did I get out of this experience? Well, I am not sure. They did not tell me right out that they would not fix my issue so I need to give them credit for that but you know I am the customer and some times I just would like for someone to say “yes we hear you, we believe you, and it will be taken care of”. I have spent a lot of money on my iPhone and now time trying to get my iPhone working like it should. I feel like Axiom or du should just save me the time and replace my phone. At the end of the day, I do not want to spend my time trying to get something that I have spent a lot of money on working. That should not be my job, and as du’s customer, I just want to be taken care of and believed.

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