iPhone 12 Pro Apple wants me to use my AppleCare+ to replace my iPhone for $100 due to COVID

[Brettka7]

I’ve been having the most frustrating time with apple lately.

My iPhone 12 Pro has a serious screen issue that renders it unusable unless I occasionally squeeze the lower left portion really hard to re-seat…. Something. A connector I’m assuming.

I chatted with apple support a few weeks ago. They told me my one and only option is to visit a local Genius Bar or AASP. But there’s a catch - no appointments are available! So you can use an AppleCare+ claim for $99 or suck it up.

I chatted in a few more times. Eventually there was a Genius Bar appointment available today. Great! Went to the appointment, they confirmed it’s not working as expected, they were prepared to do a screen replacement but their screen replacement machine was broken. They were unwilling to do a warranty replacement of the phone. And surprise, no available appointments at any local store or AASP, so they told me my best bet is to keep checking back for an appointment at a later date. Great.

Chatted in with apple support again because now that a defect is logged, I figured they must be willing to do something for me.

Nope. My only option with my confirmed defective phone is to either send my primary work / personal phone in for an undetermined amount of time (not an option) or pay $99 for an express replacement, which also uses an AppleCare damage claim for a manufacturer defect.

I get it. Covid sucks. But this is such a bad, un-Apple experience.

 

[LFC2020]

I get it. Covid sucks. But this is such a bad, un-Apple experience.

Sounds very un apple like, hopefully you get through to someone who has at least half a brain and will give you a on the spot replacement phone.

 

[firedept]

I say persevere by calling and ask to speak to a supervisor or manager.

 

[rui no onna]

I don't know why they want to process it as accidental damage.

I recently had to have an iPhone 11 replaced due to bad eSIM+SIM. Stores are closed in California so I made use of the Express Replacement Service that came with AppleCare+ coverage and I didn't have to pay a dime. They just put a hold on my credit card for the full MSRP of the phone but that was released after Apple received the defective device.

You need to call them. I don't think they offer ERS via chat.

iPhone Express Replacement Service - Apple Support

We know how much you rely on your iPhone. With Express Replacement Service, you receive a replacement right away, so you don’t have to go without.

support.apple.com

How much does Express Replacement Service cost?​

If you order Express Replacement Service through your AppleCare+ plan, there’s no fee for the express delivery. Any fees you might pay will be for the replacement iPhone.

Some issues might be covered under the Apple Limited Warranty, AppleCare+, or consumer law, in which case there’s no fee to replace your product. If your iPhone has accidental damage, you’ll pay an AppleCare+ incident fee, as shown below.

 

[asus389]

In my experience they turn around mail in repairs much faster than they promise. I had a Macbook Air screen replaced recently and I had it back in 1 or 2 days. They estimated 7. Might be a good option.

 

[Robbosan]

You can get a express replacement with AppleCare plus, usually overnight or 2, one reason I have it, they take a hold on your cc and send a replacement then release it when they get the original back.
Just did it with a iPad 11“ pro and folio case, cost $65.
Also did it with a iPhone 7 that was faulty that cost $0, iPad was damaged So had to pay.

 

[The-Real-Deal82]

No way I’d be paying and using an AC replacement for a fault like that. Escalate the complaint and get them to replace the device as they would for someone without AC. It’s their responsibility to deliver on your statutory rights, not down to you to pay unnecessarily. Good luck OP.

 

[LFC2020]

You can get a express replacement with AppleCare plus, usually overnight or 2, one reason I have it, they take a hold on your cc and send a replacement then release it when they get the original back.
Just did it with a iPad 11“ pro and folio case, cost $65.
Also did it with a iPhone 7 that was faulty that cost $0, iPad was damaged So had to pay.

Family member did this with his x which had apple care plus, they charge his credit card, sent him a replacement phone, then he sends his back, happens pretty quickly, money back in his account once they receive the phone. 🧐📭📱

 

[TheIntruder]

I say persevere by calling and ask to speak to a supervisor or manager.

Yep. I've had a bad repair experience in store where the Geniuses stonewalled, but the manager made right.

They have the authority, and hopefully, the critical thinking ability to clear roadblocks.

 

[Christopher Kim]

How much does Express Replacement Service cost?​

If you order Express Replacement Service through your AppleCare+ plan, there’s no fee for the express delivery. Any fees you might pay will be for the replacement iPhone.

Some issues might be covered under the Apple Limited Warranty, AppleCare+, or consumer law, in which case there’s no fee to replace your product. If your iPhone has accidental damage, you’ll pay an AppleCare+ incident fee, as shown below.

+1 for this approach. I think the key, now that you've gone in store and they've agreed it's an in-warranty issue and a screen replacement should be offered for free, is given there's no in-person slots available, you should position it over the phone that the Express Replacement Cost should be free/included. It should NOT be treated like an accidental damage replacement via AppleCare+.

 

[Brettka7]

With the notes from the Genius Bar in my account stating the issue was being experienced, I was finally able to get an express replacements set up over chat. Can’t believe what a hassle it was, but looks like it’s already been assigned a FedEx shipment!

 

[Apple_Robert]

When you call in, is the rep able to see what the Genius Bar logged about your device? If it can't be seen, that may be the problem as to why they want you to use AC.

 

[Barbareren]

I get it. Covid sucks. But this is such a bad, un-Apple experience.

I wouldn’t consider it an un-Apple like experience personally, especially for those of us living outside of the US... but I digress. Anyway, glad you finally got it sorted mate 👍