Immediately after launch it became apparent that the iPhone Duo has a design flaw and can break after a few hours of use. The issue is widespread enough that Apple has sent a memo to staff working at its stores, advising them on what to do when a customer brings in a broken foldable iPhone.
Repair or replace a broken iPhone Duo
A broken iPhone Duo. | Image by Reddit
In the memo, Apple advised its store personnel to attempt to repair a broken iPhone Duo brought in by a customer. If that’s not possible, and if a similar unit is in stock, the iPhone Duo should be replaced instead.
However, according to the report about this memo, Apple has apparently advised its staff at its stores to also follow standard procedure. While the issue is now common enough that the company is having to advise its employees on what to do about it, Apple is not willing to hand out a free replacement to everyone who walks in with a broken Duo.
For example, one user recently had her broken iPhone Duo rejected for a free repair or replacement. Apple claims that its internal investigation found that the phone had to have been dropped and, as such, according to standard procedure, this means that the customer was not entitled to either a repair or a replacement.
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Apple knows this is not an uncommon occurrence
The iPhone Duo is a decent enough foldable if it doesn't break, though. | Image by PhoneArena
In my opinion, for Apple to have first released a public statement about iPhone Duos breaking and now sending a memo to its stores means that the company knows that this problem is more common than it would have liked.
Recently, an Apple user shared an experience where they were initially denied a replacement for their broken iPhone Duo until they stood their ground. Apple probably wants to minimize any further incidents like this to reduce PR disasters in the future, especially considering how important the iPhone Duo is.
Some of Apple's staff might genuinely be unaware of the iPhone Duo cracking issue. | Image by Reddit
As such, the company would want to train its staff to know how to handle this situation because this is different from a customer bringing in a standard iPhone model that’s broken. Chances are, if someone walks in with an iPhone Duo that has a crack running down its inner display, it’s not user error.
Abdullah loves smartphones, Virtual Reality, and audio gear. Though he covers a wide range of news his favorite is always when he gets to talk about the newest VR venture or when Apple sets the industry ablaze with another phenomenal release.
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