It took Apple 6 months to fix my iPhone 11 Pro
My dog Mimi
If you liked to read about what I had to say when the problem initially surfaced, you could read it here. Long story short, I upgraded my iPhone XS to iPhone 11 Pro not long after it came out. The phone would crash every day or every other day since. I had to restart my phone to use it. Even though they replaced it twice, the problem still didn't go away. I am writing this now because this is the first time I don't have to restart my phone for a whole week! Finally, they fixed the issue with the latest iOS 13.4 after 6 months.
The reason I wanted to share my experience openly with everyone because I hope my experience would help you make a better decision when it comes to buying a new phone. After been through hell with them, I realized that buying into the iPhone upgrade program was a mistake. If you are on the upgrade program, it would be stupid not to upgrade every year. However, since you basically paying rent and never own the phone unless you don't upgrade for 2 years, you would be stuck if you ever run into issues like me. Therefore, if you can afford to buy the phone directly, it's better to do so because you don't have to deal with the loan company, and you can return it if the problem comes up within a month.
Throughout the last 6 months, I had dealt with numbers of Apple employees. In general, Apple's phone support is doing a much better job than the ones you find at the store. I literally had an Apple manager/supervisor tried to bully me into believing it was my issue. She was rude and condescending, and she basically told me if I don't like it, I can buy other phones, and Apple is so high and mighty that they don't care about having me as their customer. It was shocking and traumatizing to be treated that way out and open in their store. Generally, their customer support on the phone was much more helpful and friendly. Even when they were not able to figure the problem, they still patiently listened and genuinely tried to help me fix my phone.
The question you might have is, how is the phone now? To make it clear, I didn't make any changes other than updating the firmware. The problem seems to have gone away, and my iPhone 11 Pro finally performs as it should be. I don't know what they had done to fix this with a firmware update, and it was a long 6 months process of giving them multiple analysis data, sending them videos to prove the crashes, etc. I am glad my phone is working as usual now, and hopefully, the problem is not coming back to haunt me. One thing for sure, I won't be upgrading my phone this year, so that I can get out of the iPhone upgrade program next year.
