iPhone 16/Plus AppleCare+ a joke now

[whattodo11]

Let me preface my comments by saying that I don’t buy AppleCare+, so I have no dog in this fight.

The lack of logic here is mind boggling.

The AppleCare+ program is a joke because of a problem you ran into with it?

You said it’s “now” a joke. I’m curious what changed. AppleCare+ never guaranteed immediate-turnaround replacements. It’s usually been the case but it’s not part of the program or the agreement.

And because of your one experience you conclude that “apple has certainly deteriorated?”

I get the frustration. I do. I’d share it in your position. But let’s not get carried away. If this were a throwaway line I would be more understanding, but you literally used the thread name to call the program a joke, and I assume I’m not the only person who clicked because of it.

It actually is part of the program. If you think Apple is still this ahead of the curve company, I got a bridge I’lol sell ya/ They are advertising new phones with Apple Intelligence all over the tv lol We don’t even have AI yet!???????

 

[john123]

It actually is part of the program. If you think Apple is still this ahead of the curve company, I got a bridge I’lol sell ya/ They are advertising new phones with Apple Intelligence all over the tv lol We don’t even have AI yet!???????

Please show me where AppleCare+ guarantees an instant replacement.

(Hint: as I said, it doesn't.)

 

[Apple_Robert]

The legal terms of service for AC+ as it pertains to “Express Replacement,” do not state a 2-3 day replacement guarantee.

Instead of insulting people for allegedly not understanding AC+, you might want to read what it actually says.

https://www.apple.com/legal/sales-support/terms/ers/inwarranty.html https://www.apple.com/legal/sales-support/terms/ers/inwarranty.html

 

[Wizec]

It’s plain English on the Express Replacement web page:

“When you request Express Replacement Service, we’ll send you a replacement device.”

Express Replacement Service - Apple Support

Get a replacement delivered to your door, handled with AppleCare. Learn how it works and find out if your device is eligible.

support.apple.com

Read the text above carefully, direct from Apple. See where it says “you receive a replacement right away, so you don’t have to go without”?

There are no qualifiers, like, when we feel like it, after we’ve sold enough new inventory, etc.. It’s a contract that Apple enters into with people, after taking their money. Not adhering to the contract would be unethical.

Why are there people defending Apple for not initiating the replacement “when” it was determined by Apple that a replacement was the appropriate remedy? What does one gain by arguing for Apple not acting ethically on a service named “Express Replacement” that people have paid for?

 

[Apple_Robert]

It’s plain English on the Express Replacement web page:

“When you request Express Replacement Service, we’ll send you a replacement device.”

Express Replacement Service - Apple Support

Get a replacement delivered to your door, handled with AppleCare. Learn how it works and find out if your device is eligible.

support.apple.com

Read the text above carefully. See where it says “Right away, so you don’t have to wait”?

There are no qualifiers, like, when we feel like it, after we’ve sold enough new inventory, etc.. It’s a contract that Apple enters into with people, after taking their money. Not adhering to the contract would be unethical.

Why are there people defending Apple for not initiating the replacement “when” it was determined by Apple that a replacement was the appropriate remedy? What does one gain by arguing for Apple not acting ethically on a service named “Express Replacement” that people have paid for?

The replacement process for the OP is in motion. The OP just doesn’t like waiting longer than 2-3 days. As far as I can tell, Apple is adhering to the plan that the OP agreed to abide by when he purchased said plan.

 

[Wizec]

The replacement process for the OP is in motion. The OP just doesn’t like waiting longer than 2-3 days. As far as I can tell, Apple is adhering to the plan that the OP agreed to abide by when he purchased said plan.

I can see how that would be disappointing given that Apple says things like “Express” and “Right Away”.

Without specifics I can’t comment on the exact situation. A week does seem too long though for something billed as “Express”, at least from an industry standard perspective. Anyway. You have a good day. 😊

 

[Apple_Robert]

I can see how that would be disappointing given that Apple says things like “Express” and “Right Away”.

Without specifics I can’t comment on the exact situation. A week does seem too long though for something billed as “Express”, at least from an industry standard perspective. Anyway. You have a good day. 😊

If I were in the OP’s phone shoes, I would be disappointed I had to wait. At the same time, I wouldn’t be mad at Apple for adhering to the insurance contract and Apple policy. I would have politely asked Apple if a loaner phone could be provided me while I wait to receive the replacement phone. If one couldn’t be provided, I would take action outside of Apple to make sure I had a working phone.

 

[john123]

It’s plain English on the Express Replacement web page:

“When you request Express Replacement Service, we’ll send you a replacement device.”

Express Replacement Service - Apple Support

Get a replacement delivered to your door, handled with AppleCare. Learn how it works and find out if your device is eligible.

support.apple.com

Read the text above carefully, direct from Apple. See where it says “you receive a replacement right away, so you don’t have to go without”?

There are no qualifiers, like, when we feel like it, after we’ve sold enough new inventory, etc.. It’s a contract that Apple enters into with people, after taking their money. Not adhering to the contract would be unethical.

Why are there people defending Apple for not initiating the replacement “when” it was determined by Apple that a replacement was the appropriate remedy? What does one gain by arguing for Apple not acting ethically on a service named “Express Replacement” that people have paid for?

An interesting tidbit here: that line you're quoting is contained in the metadata within the page but actually does not appear in the rendered page anywhere. Terms like "right away" or "do without" are not visible anywhere within the page text.

While I disagree strongly with the OP's sense of entitlement given that the terms of the agreement don't make any guarantees, I also think what Apple did here is pretty shady. Is it perhaps an innocent error we can chalk up to the fact that it's different groups writing metadata copy versus standard marketing copy? Maybe. Still not OK though for a company of that size.

 

[BugeyeSTI]

This is one of the reasons I always have a backup phone. I have never needed one yet as I've never had to use AppleCare+ or the original warranty to replace or repair a phone. I just don't want to have to rely on Apple to provide a loaner phone if it ever happens.. I hang onto my previous phone when I upgrade and then pass on my old backup to a family member, friend or sell it. Anyway, hope the OP gets his replacement sorted out sooner than later. Two weeks does sound like a long time for a replacement

 

[webkit]

Exactly, hence why it’s expensive in comparison to other insurances for much higher priced items like houses and cars. I know you think you’ve proven me wrong with your figures but I’m grateful you’ve further proven my point.

You stated that AppleCare costs a similar amount to insuring your car, which is £326 per year. My point was that £64.50 to £119.50 is not "a similar amount" to £326. Something like £300 or £350 would be a similar amount, not £64.50 to £119.50.

£64.50 at the low end is less than 20% of £326 and £119.50 at the high end is less than 37% of £326. I would not call something that is as little as 1/5th the price "similar."

 

[The Game 161]

How do you know if it’s normal practice? Plenty of people drop their phones soon after buying and they want what they paid for. Simple concept really, sell a service, produce the product. Or don’t sell the service. Stop being a hater and Apple fanboy

Anytime you are damaging your phone where it's not really usable isn't normal practice no! certainly not when you have just bought the device. People who take care of their devices and aren't careless generally don't have such problems. Most normal people use cases if they are that clumsy

And for the record apple are doing nothing wrong here. Their T&S clearly state the wait time for a replacement. No where does it expect to get one next day. Certainly this close to launch where devices are impossible to get that is not realistic.

 

[The Game 161]

Exactly, hence why it’s expensive in comparison to other insurances for much higher priced items like houses and cars. I know you think you’ve proven me wrong with your figures but I’m grateful you’ve further proven my point.

i've been comparing apple care with home insurances and i've got a quote for £140 for the year with 15k cover overall at home and 6k cover away from the home. Which is still less than the cost of apple care for the pro max for one year

£8.49 for my ipad pro a month as well so certainly expensive when you compare with home insurance companies out there

 

[The-Real-Deal82]

i've been comparing apple care with home insurances and i've got a quote for £140 for the year with 15k cover overall at home and 6k cover away from the home. Which is still less than the cost of apple care for the pro max for one year

£8.49 for my ipad pro a month as well so certainly expensive when you compare with home insurance companies out there

It certainly highlights just how much AppleCare is and when you factor in the excess charges for replacement phones, screen repairs etc, when you make the claim, it works out even more expensive.

Just renewed my car insurance today for £306. AppleCare theft and loss is £239 + £109 per incident for a replacement. So it’s a similar cost to insuring my Audi A4 which is 15 times more expensive as an item, and in fact more expensive to lose the phone than writing my car off.

 

[tuanlouis]

I think the fact that Apple sold out everything at the moments has nothing to do with their late shipment. The replacement iPhone has different part number starting with N****. Those devices are assembled for replacement purpose.

Last month, I got water damage in my iPhone 15 Pro, started a ERS request and I had to wait hopelessly for 10 days. I contacted support but they had no idea, they said that they did not have any estimation. I wrote to Tim Cook, the day after that a guy in corporate relations department called me, and I received the replacement iPhone on the next day.

They also refunded $99 of replacement fee to my card as their apology for late shipment.

 

[Digital Dude]

I’ve been complaining for a while about Apple slipping into Best Buy territory. Now that I think about it, you probably could’ve gotten your replacement from them a lot more easily. 🤔

 

[Wizec]

I think the fact that Apple sold out everything at the moments has nothing to do with their late shipment. The replacement iPhone has different part number starting with N****. Those devices are assembled for replacement purpose.

Last month, I got water damage in my iPhone 15 Pro, started a ERS request and I had to wait hopelessly for 10 days. I contacted support but they had no idea, they said that they did not have any estimation. I wrote to Tim Cook, the day after that a guy in corporate relations department called me, and I received the replacement iPhone on the next day.

They also refunded $99 of replacement fee to my card as their apology for late shipment.

That’s absolutely abysmal when they advertise a replacement “right away” on their website.

 

[Dr_Charles_Forbin]

Honestly, I always buy AppleCare+ and I’m really starting to believe I’m a sucker by doing so. I think I’ve only gotten a device replaced once, my last experience with them was my wife‘s original SE that kept dropping calls.. they refused to fix or replace because their diagnostics showed fine.. so she replaced it with a 13 mini and she’s been fine. I have a tempered glass screen protector on my phone, I have it cased and I even have screen protectors on the lenses. If they’ve outsourced the replacement process.. I may as well go with a cheaper party to start with.
BTW: as those of us that went to 18.0 will attest.. never buy just released and wait to upgrade. I have a 13 pro max and it’s had a lot of problems on 18.0… i kept my wife on 17.7 and she’s been fine. I restored my phone from backup for the third time yesterday afternoon attempting to solve the problems of apps failing to load.

 

[john123]

That’s absolutely abysmal when they advertise a replacement “right away” on their website.

As per my previous comment, no, they don't.

The phrase "right away" exists in the metadata in the HTML, and that means the text can pop up when a URL is unfurled. However, that language is not in the body of the HTML and thus never appears when the page renders in a user's web browser.

We can agree that's problematic (to put it mildly) and possibly sketch, but if we all want to have a discussion, let's keep the facts straight.

 

[Wizec]

As per my previous comment, no, they don't.

The phrase "right away" exists in the metadata in the HTML, and that means the text can pop up when a URL is unfurled. However, that language is not in the body of the HTML and thus never appears when the page renders in a user's web browser.

We can agree that's problematic (to put it mildly) and possibly sketch, but if we all want to have a discussion, let's keep the facts straight.

Let’s keep the record straight. That language comes from Apple’s website. Whether it’s displayed to the user with a typical browsing agent or not, it clearly conveys the actual, common sense meaning and commitment behind Express Replacement.

In fact, what you are seeing is language meant for SEO. If you search for Apple Express Replacement, the first hit that comes up is exactly the language I quoted:

Once more with emphasis: “You receive a replacement right away, so you don’t have to go without” screenshotted for posterity. 🙂

It is unequivocally correct that what I quoted comes from Apple’s website.

This is purposeful language and they are eminently aware that it exists and that this is precisely what surfaces in web searches.

I understand that they don’t display that text on the page users see when they visit the page. I never once said it did.

My only intent here was to point out that Apple themselves advertise and have in writing what most users understand they are paying for - “Express” Replacement. Not eventual replacement, Express replacement.

Full disclosure; I do have a dog in this fight. I’m heavily invested in Apple stock. As an investor, I want them to do the right thing by their customers, not weasel out by saying, oh, but we hid that language once you clicked on the link. Bait and switch? Nope. Ethical behavior wins the day and stock prices go up. It’s a win/win for me. 😊

 

[john123]

....

You have successfully re-stated what I said. As I believe you already understand from what you typed, that is precisely how HTML metadata works and (mostly) the purpose of using metadata in HTML pages.

However, you've made three suppositions that I've highlighted in bold:

it clearly conveys the actual, common sense meaning and commitment behind Express Replacement.
...
This is purposeful language and they are eminently aware that it exists and that this is precisely what surfaces in web searches.
...
most users understand they are paying for - “Express” Replacement. Not eventual replacement, Express replacement.

People could debate ad nauseam about whether these assumptions/conclusions are correct and could get into nitty-gritty and semantics around language. But at the end of the day, they are not statements of fact nor are they conclusively supported by any facts presented thus far in this thread.

And for clarity, I:

1. agree with you about "meaning"
2. disagree with you about "commitment" (look in the T&C of pretty much any warranty and you'll notice that "commitments" or guarantees are made very, very explicitly if they explicitly for legal reasons)
3. agree with you about "purposeful" in the sense that it's not accidental (see my penultimate post) although I'm not ready to make the leap that it's deliberately deceptive (that would beg for a class action lawsuit that would include punitive damages)
4. suspect "most users understand what they are paying for" is incorrect because I seriously doubt most (50%+) people buying AppleCare+ are even aware of the "express" provision that comes with the policy

 

[Apple$]

Yes no store has express replacement units - plenty of retail stock but they will not give u those now . Applecare+ customer service cannot even procure - told me i have to wait lol
Even offered to take a black one - which they have in stock - NO I WAS TOLD- as to be exact replacement as my blue on / joke

Off topic but this reminds me of when I dropped my gold ZTE Axon 7 and the screen went black with green pixels and it had a 2 year North American warranty. I contacted ZTE Canada and they offered me a replacement but they were out of the gold colour, so they gave me the option to get a silver colour instead. I took it and they sent it at no cost! That’s real customer service!
Too bad the sanctions have limited ZTE’s access to North American markets.
ZTE phones are still available in Canada but all they sell are really low end phones.

 

[Dr_Charles_Forbin]

You have successfully re-stated what I said. As I believe you already understand from what you typed, that is precisely how HTML metadata works and (mostly) the purpose of using metadata in HTML pages.

However, you've made three suppositions that I've highlighted in bold:



People could debate ad nauseam about whether these assumptions/conclusions are correct and could get into nitty-gritty and semantics around language. But at the end of the day, they are not statements of fact nor are they conclusively supported by any facts presented thus far in this thread.

And for clarity, I:

1. agree with you about "meaning"
2. disagree with you about "commitment" (look in the T&C of pretty much any warranty and you'll notice that "commitments" or guarantees are made very, very explicitly if they explicitly for legal reasons)
3. agree with you about "purposeful" in the sense that it's not accidental (see my penultimate post) although I'm not ready to make the leap that it's deliberately deceptive (that would beg for a class action lawsuit that would include punitive damages)
4. suspect "most users understand what they are paying for" is incorrect because I seriously doubt most (50%+) people buying AppleCare+ are even aware of the "express" provision that comes with the policy

That’s the problem with terms like ”right away”.. to the client it could mean go to the Apple Store and pick up a replacement same day. To the company: “right away“ could mean out of the next unallocated shipment. Marketing rarely talks to production. Considering the prevalence of “EUL roofieing” as coined by Louis Rossmann and demonstrated by a husband's attempt to sue Disney and attempting to be forced into arbitration because he had agreed to it in a trial of some Disney service as well on the park ticket after his wife died from eating food she was allergic to after receiving multiple reassurances that the food did not contain the allergens… it’s not beyond Apple to play that card. But I’m a big believer in both Hanlon’s and Ockham’s razors.. don’t attribute to malice what can be attributed to ignorance and the simplest explanation is usually the correct one. Apple is short of a new, hot device that is only becoming available now. They could ship him a 16 to cover him until the Pro Max comes back in…but that would just make sense.

 

[whattodo11]

Please show me where AppleCare+ guarantees an instant replacement.

(Hint: as I said, it doesn't.)

Hey Genius what do you think EPRESS replacement means? Wait 2 months?

 

[whattodo11]

An interesting tidbit here: that line you're quoting is contained in the metadata within the page but actually does not appear in the rendered page anywhere. Terms like "right away" or "do without" are not visible anywhere within the page text.

While I disagree strongly with the OP's sense of entitlement given that the terms of the agreement don't make any guarantees, I also think what Apple did here is pretty shady. Is it perhaps an innocent error we can chalk up to the fact that it's different groups writing metadata copy versus standard marketing copy? Maybe. Still not OK though for a company of that size.

ITS THE METADATA!!!!!!!!!! 😱😛

 

[Dr_Charles_Forbin]

ITS THE METADATA!!!!!!!!!! 😱😛

Actually, its the AI interpretation of the EULA. Since the announcement, I’ve considered their AI offerings Arrogant Ignorance. Let me qualify that in context: I can understand being short on a hot new device and while they should do better it’s not reality. Reality would be to ship the customer a loaner they have in stock that may not be the latest and greatest. The Economist had an article this week on how we as a culture are becoming passive aggressive… we‘ll say one thing and do completely the opposite.