11-12-2019 08:25 PM
11-13-2019 07:14 PM
Where did they ship it off to?
Your warranty or exchange could have also been done with Apple in their store, or if you are within the return and exchange period you might be able to do it that way too.
11-14-2019 01:36 PM
Welcome to the forum, and thank you for connecting with us regarding your son's iPhone 7. I know it's never convenient for my iPhone to act up, and a quick resolution is always ideal. I'm sure you were quite relieved after speaking with both Apple and the Roanoke, VA store to hear things would be solved quickly by replacing the phone. As such, I can imagine how caught off guard you and your son may have been to find it would need to be sent out.
There are a lot of factors that could be in play here, as it is not at all uncommon for devices to be sent out to be repaired or before being replaced. Generally before doing so, we would review details on the device such as a serial number, or in the case of a cell phone, the IMEI, and may run diagnostics. I would love to dig further into this with you to see what may be going on. Please see that I am sending you a private message and keep an eye on your inbox in the top right corner of the page.