iPhone 12 Pro Apple care+ rejected in store

[Jba1997]

Hi everyone,

I went into my local Apple store in Sydney because i cracked my Iphone 12 pro screen and I have Apple Care+ they told me some serial numbers get flagged and it has to go though to the apple repair centre for a screen repair only even though the website says they do it in store.

Has anyone experienced this or was the guy in the store just being lazy? I contacted apple and they had no idea what the rep was talking about...

Thanks!

 

[stanza.richi]

Came back to the store: if you meet the same guy pretend to speak to a manager.

 

[Jba1997]

Came back to the store: if you meet the same guy pretend to speak to a manager.

Thanks. According to google reviews with a 2.8 rating the issues seems to be the store manager 😕

 

[PeterRollback]

Sorry mate, you’re most likely out of luck. Same thing happened to my phone last month. Even though I had AC+, the system was flagging to send to repair facility.
I then checked with a friend who works at the Genius Bar and he confirmed that there was no work around.

 

[Jba1997]

no worries yeah I had to organise to send it in unfortunately... do you have any idea why this happens??

 

[Apple_Robert]

no worries yeah I had to organise to send it in unfortunately... do you have any idea why this happens??

They may not have the parts on site, and it is quicker for them to send it to the depot.

 

[Jba1997]

They may not have the parts on site, and it is quicker for them to send it to the depot.

I spoke to apple over the phone they said this could be possible however the tech in the store said the serial number gets automatically flagged. Just not sure as to why as its pretty inconvenient... oh well

 

[TiggrToo]

It's also possible that they just can't repair it in store due to limits caused by the pandemic.

I've heard of many places now which used to do in store repairs now sending them out instead.

 

[JPack]

no worries yeah I had to organise to send it in unfortunately... do you have any idea why this happens??

There's been a previous warranty claim using that serial number. Your S/N may have been cloned and warranty claimed (device replaced).

 

[Jba1997]

It's also possible that they just can't repair it in store due to limits caused by the pandemic.

I've heard of many places now which used to do in store repairs now sending them out instead.

Yes this could be true. Thanks

 

[Jba1997]

There's been a previous warranty claim using that serial number. Your S/N may have been cloned and warranty claimed (device replaced).

Thanks for your answer.

 

[jcorbin]

I’ve had this happen on 2 different phones. Wasn’t making a claim but checking the AppleCare status showed that the device was repaired or replaced and it wasn’t. Support basically said that techs in store fat finger serial numbers and if AppleCare is on the sn they put in they don’t really check further.

 

[Jba1997]

I’ve had this happen on 2 different phones. Wasn’t making a claim but checking the AppleCare status showed that the device was repaired or replaced and it wasn’t. Support basically said that techs in store fat finger serial numbers and if AppleCare is on the sn they put in they don’t really check further.

Thanks, yeah ive had to organise a return. A bit frustrating as they advertise it to be a convenient and easy service had to pay the $149 since i need my phone ASAP instead of a simple $45 In store screen replacement.. oh well i guess haha.

 

[JPack]

I’ve had this happen on 2 different phones. Wasn’t making a claim but checking the AppleCare status showed that the device was repaired or replaced and it wasn’t. Support basically said that techs in store fat finger serial numbers and if AppleCare is on the sn they put in they don’t really check further.

It’s impossible to fat finger a valid serial number as there’s a checksum and the S/N is alpha numeric. The fat fingered S/N would also have to be the same model device and color, which is like winning the lottery. Most of the time, the S/N is pulled directly from the device via WiFi or using the Lightning port.

What is actually happening is fraudsters are stealing serial numbers from Apple Stores by paying store employees. With the list of valid S/N, a completely bricked iPhone with broken or fake parts and a fake invoice with valid S/N is brought to the store for AC+ replacement.

When you as a legitimate customer go the Apple Store, your S/N is flagged because as far as Apple knows, your device has already been replaced and is out of service. This is why the depot must carefully inspect your device to ensure everything is genuine.