Apple Launches Replacement Program for Smart Battery Cases Designed for iPhone XS, XS Max, and XR

[rjp1]

I don’t understand how y’all didn’t just take it to an Apple store for a swap. Took me all of about 15 minutes.

Sometimes you deal with a "genius" that won't swap it. If they don't see the issue when you are there, then they tend to blame the user.
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My iPhone XS Max Smart Battery Case quit working in May last year. I contacted Apple and it took several phone calls to get someone to help. When I finally found someone that could help the case was backordered with a shipment date weeks out. I kept calling every few weeks but the shipment date kept getting pushed back. Eventually the senior advisor let me pick out anything in the Apple Store for under $300. I ended up getting a free HomePod and the case ended up shipping the next week. Good luck getting that type of support from any other company.

Sounds like awful support. You had to make several phone calls over a simple issue and then waited as shipping kept getting pushed back for weeks.

 

[Mutepointer]

Oh. The cases should have been called public beta.

 

[Peza19]

This is very good of Apple I must say. Even though these cases look a little funny and add a little bulk to a device, they are very useful to add life to an iPhone and integrate well with iOS. Buying one is a lot cheaper then buying a new phone in some cases, pardon the pun

 

[DEMinSoCAL]

Part of the reason I don’t bat an eye paying more for Apple products—-the Apple "tax" is for the excellent service.

So you're content paying a "tax" for excellent service? Shouldn't one expect excellent service anyways?

 

[Glockworkorange]

So you're content paying a "tax" for excellent service? Shouldn't one expect excellent service anyways?

"Tax" is what others call it, which is why I put it in quotes.

I drive a late model Jaguar---I can pull by the dealer any time I want, get a wash free of charge and have them take a look at minor issues without charging me a dime.

If I bought a late model Hyundai, I don't think I'd get that service.

A lot of time paying a premium price comes with premium perks.

 

[PickUrPoison]

Sounds like awful support. You had to make several phone calls over a simple issue and then waited as shipping kept getting pushed back for weeks.

And then got $300 in free product for all that hassle of having to make three phone calls.

What other company would do that? Is that really “awful support”? Or is that amazing support, and has OP told that story to dozens of people. Make that tens of thousands now. (Thanks MacRumors!)

It’s long been known that a customer who has a problem that’s solved by a company going above and beyond, is a more loyal and satisfied customer (by far) than one who never had a problem in the first place. They become your best form of advertising.

On the contrary, if I had a couple hours, I’d recount my hellish experience trying to get a $250 bill credit from AT&T. Suffice it to say I’m now working for about $50 an hour (and dropping). And I tell everyone who will listen how horrible AT&T customer service is. Can’t wait to dump AT&T and DirecTV.

 

[wingsabr]

I went through 3 of these before giving up and going with a leather case. It will just stop charging after a few weeks and will intermittently charge and then stop charging.

 

[hiphopdan]

Well, I was using this case for about a month and then this happened to my battery...can't prove that they are related, but just sayin...

 

[Costino1]

I don’t understand how y’all didn’t just take it to an Apple store for a swap. Took me all of about 15 minutes.

Not everyone lives within a 30 minute radius of an Apple Store.

 

[5105973]

Have they re-engineered the cases to be better now?

I guess so. I’m getting good results with the one I got for my 11 Pro for Christmas. No problems with it yet and I’ve been using it most weekdays since Christmas. I’d hope they’d be able to re-engineer the cases for the older models based off whatever changes they made to the latest models.

 

[7thson]

Called this morning to initiate the exchange. Oddly the recall replacement program currently doesn’t offer a mail in exchange, i.e. you’ll need to take it to a store. The closest store to me is 3 hours away. Fortunately mine was still under warranty and the mail in exchange is an option through that. Apple will need to iron this detail out.

 

[tCdemon]

I had that issue on my iPhone X S Max battery case, wouldn't charge beyond 65%, went to the Apple Store and had it replaced.

 

[dannyyankou]

I went in and described my issues, but the genius said that since they couldn’t reproduce the issues they can’t give me a replacement. All they could do is put a note in.

 

[stumpapi]

Wow where do you live?? Not even a Best Buy around you? Are you not in the US?

Unfortunately Apple is profit not service motivated so only one store in Maine. One in the very South and I live in the very North. Only two Best Buy’s. Since it is a larger state it’s a long way from North to South.
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Where are you, Fort Kent?!? lol

If so, what’s Doris’s like since the new owners took over? Mmmmm, the Mooseshack <——Homer voice

Actually Presque Isle. Sorry no information on Doris’.
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[Sype10]

Is the replacement program worldwid? I live in UK.

 

[PickUrPoison]

Is the replacement program worldwid? I live in UK.

Yes, it’s a worldwide program

 

[subjonas]

Unfortunately Apple is profit not service motivated so only one store in Maine. One in the very South and I live in the very North. Only two Best Buy’s. Since it is a larger state it’s a long way from North to South.

Ah yeah you are on the fringe, literally haha. Probably not much closer options in Canada huh

 

[pythagorasuk]

Is the replacement program worldwid? I live in UK.

Yes, I went into the Trafford centre with mine today. It is being exchanged but they have non in stock so will be a few days.

 

[coolfactor]

I've got an XR and don't experience any charging issues, but that might be because I rarely connect the cable to charge. I primarily use Qi charging.

My previous two SE's had endless problems with the charging cable! The Lightning connector was sooooo problematic (mainly on the first one). This was my first Lightning-port iPhone after using the 30-pin connector for 9+ years without any problems at all.

 

[Abazigal]

So you're content paying a "tax" for excellent service? Shouldn't one expect excellent service anyways?

It’s one thing to expect good service, it’s another thing to actually get it.

So far, I have had Apple replace an iMac display, iPhone 6S+ (dead motherboard), Apple Watch series 2 (chipping issue), Apple wireless keyboard (sticky keys), iPhone 8+ (routine battery replacement turning into entire phone swap + free TV+).

No doubt this is all already factored into the price, and that’s why I willing pay Apple’s asking prices, because I know what it means to pay those prices.

 

[Zeus0886]

I got mines replaced for my XR today. Easy swap got the last one in the store. The case would turn off and on through out the day.

 

[philpalmiero]

Seems Apple can’t get anything right these days.

 

[dsampley]

I setup an appointment at a Best Buy near by and they wanted me to leave the battery case, wait a week and "chill". I left the store and just kept the case. I have learned my lesson, I will just go by an Apple store next week.

 

[Antgb84]

Anyone know do you have to demonstrate the problem in order to have the Battery case replaced at the store? Anyone's been denied the replacement??

Thanks.

 

[decypher44]

Just exchanged mine. Didn’t have to test it or anything. Just told him why I was there and what it was doing. I still had 3 days left on the warranty, so he exchanged it that way. For whatever reason, they want to exchange them under warranty if they can.

However, when I asked him if the one I was getting was manufactured after the problem ones, his only response was “yes, it was made with more love”. Groan. Just say “I don’t know”.