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iPhone 8/Plus Applecare+ Accidental Damage

M

martfin70

macrumors newbie
Original poster
Dec 24, 2016
7
1
Ok people anyone experienced Apple's Applecare+ not covering damage? Here's my story and may it serve as a warning to what Applecare+ does and does not cover. To say I'm disgusted is an understatement.
I did something dumb by leaving my iPhone8+ on the roof of my car and driving off (before anyone says "it's my fault" yes I get that, but guess what it can happen to anyone). By the time I realised I was 30 mins away and I could see where it was on my girlfriends phone using Find My iPhone. So we turn around and about 10 minutes before I get back to it it stops transmitting its location.
I get to it a find it in lots of pieces (that damn glass back), but I pick up the big bits and figure Applecare+ accidental coverage will cover it. WRONG.....no sim card tray, no identification of the iPhone, no coverage. Let this serve as a warning that Apple told me over the phone, Accidental coverage only covers what they deem to be economically repairable. So my advice avoid Applecare+ and go with the carriers insurance.
 
So, the problem was simply that they couldn't positively identify it as your iPhone? It makes sense that they wouldn't cover it then.
 
I was told by Apple that they would replace the phone for almost any reason, I could take it back to them in two pieces if something insane happened. However if they weren't able to identify the serial or know what the phone was, it would not be covered.
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eyoungren said:
Carrier insurance has it's own problems. Most of it's done by Assurant/Assurion.

Who wants a replacement phone using non-OEM parts with poor quality control as this company is known for?

And they choose what color you get back.
Click to expand...


Assurion basically forced me to upgrade recently. Sent me a replacement 6S+ a while back with a battery at 75% health (would totally be throttled by now :p). I felt so bad when I got rid of it, I didn't even sell it because I knew how junky they made it, I sent it back to Apple for the much less valued gift card since I know they'll at least replace the battery and get that awful "refurbished by assurion" laser etch off the back. Brother had a phone by them that the battery was bad, and the LED on the phone just wouldn't work. When that broke instead of paying for a claim and a replacement from them he simply bought a new 128GB SE. Chose a different insurance that time. I'd avoid them like the plague.
 
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joeblow7777 said:
So, the problem was simply that they couldn't positively identify it as your iPhone? It makes sense that they wouldn't cover it then.
Click to expand...
Oh I get that, but I had no idea the only identification is on the one part of the phone that is removable....the SIM tray.
 
Wow seems like they could’ve done something to get you a replacement. That’s terrible customer service for someone with a practically new phone and Applecare. I know they want to avoid scammers but they should have another solution.
 
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trigonometry said:
Wow seems like they could’ve done something to get you a replacement. That’s terrible customer service for someone with a practically new phone and Applecare. I know they want to avoid scammers but they should have another solution.
Click to expand...
I've owned so much Apple stuff I never dreamed that Applecare+ would be the thing that soured me. I literally heard every reason they could dig up and when I pointed out that isn't mentioned in the T&C's they moved on to the next one. Then they finally said....sorry we can't help you. :-(
 
macfacts said:
Apple couldn't identify it as _a_ iPhone or couldn't identify as _your_ iPhone (based on serial number)?
Click to expand...
The SIM tray had the serial. OP did not have the SIM tray, so yeah…couldn't identify as HIS phone.
 
trigonometry said:
That’s what I’m saying. A receipt, box, look up your account, something. OP you should escalate this. Did you at least get refunded for the remaining Applecare?
Click to expand...
So the only identifier for an iPhone is on the Sim Tray (weird to me) no Sim tray, they can't identify the iphones serial to make sure it's covered. I'll be asking for a refund on the Applecare+. I've also escalated, but they really did throw out every reason not to help. This is an Apple I've never dealt with before in the 15 years of being a customer. Live and learn.
 
trigonometry said:
That’s what I’m saying. A receipt, box, look up your account, something. OP you should escalate this. Did you at least get refunded for the remaining Applecare?
Click to expand...

A box or a receipt wouldn't prove that it is the corresponding unit. If they're not picky about identifying the specific unit, what would stop people from stealing a phone that matches their model, smashing it, saying it's theirs, and getting a new replacement?

I get where Apple is coming from here. I'm surprised that there are no internal components other than the SIM tray which have the serial number though. Of course, if the phone can manage to at least turn on you can also access the serial number in the settings.
 
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martfin70 said:
This is an Apple I've never dealt with before in the 15 years of being a customer. Live and learn.
Click to expand...
Apple started changing some time in 2014. Their 'geniuses' became less concerned with the customer, more concerned with loss retention and more irritable.

It's unfortunate but dealing with Apple now is less rewarding.

On that note, I know someone who had documented issues with an iPhone 5c at the time it was released. He escalated and eventually Apple replaced his 5c with a brand new (at that time) 5s.

So, hopefully that will work out for you.

Dealing with the gatekeepers (front line support) is always a hassle.
 
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joeblow7777 said:
A box or a receipt wouldn't prove that it is the corresponding unit. If they're not picky about identifying the specific unit, what would stop people from stealing a phone that matches their model, smashing it, saying it's theirs, and getting a new replacement?

I get where Apple is coming from here. I'm surprised that there are no internal components other than the SIM tray which have the serial number though. Of course, if the phone can manage to at least turn on you can also access the serial number in the settings.
Click to expand...
I get where they are coming from too, I always figured the serial would be on the main board not on the Sim Tray, very weird to me. It is sad to me though, it’s my fault, I get that but I truly believed that accidental damage if you produced the phone would be covered. I was also told by said staff member if you dropped it in water and it still worked ok for a few months before it died, that if they opened it and found water damage it wouldn’t be covered. They really did pull out all the stops to avoid coverage.
 
Bought it using a credit card, paid in full?

Your credit card most likely would have purchase protection ie it should cover damaged device in first 90 days. Use it to get the refund.

And call AppleCare, go to another Apple store. Keep pestering them till someone does it for you. I have had great success (lol) by asking again and again, you will eventually meet someone who is ready to understand and do what's necessary. If nothing else just shoot an email to tim cook lol.
 
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joeblow7777 said:
A box or a receipt wouldn't prove that it is the corresponding unit. If they're not picky about identifying the specific unit, what would stop people from stealing a phone that matches their model, smashing it, saying it's theirs, and getting a new replacement?
Click to expand...
I get what you’re saying but how many thieves have Applecare? And what would be the point of smashing a new phone to get the same one? Also, Apple has a limit of two incidents per year to avoid these type of abuses. I think they need to take this one on the chin.
 
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trigonometry said:
I get what you’re saying but how many thieves have Applecare? And what would be the point of smashing a new phone to get the same one? Also, Apple has a limit of two incidents per year to avoid these type of abuses. I think they need to take this one on the chin.
Click to expand...

You underestimate the lengths that people will go to to scam a system. Most apparently over stringent protocols like this exists solely because a small minority of people exploit the system and ruin it for everyone.

The advantage for the thief would be that a stolen phone is pretty much useless. The owner locks/wipes it remotely and that's it. If you could simply smash it so that it can't be identified and take it to Apple with AppleCare+, you would then get a new and fully functional phone for whatever fee they charge for the replacement. That would allow for a large profit when the thief sells the new phone. Heck, you could just find a broken iPhone and trade it in for a new one. They need to know that they are replacing the phone that you purchased, not an extra one that you found or stole, or even doing a favour for your buddy who broke their phone and doesn't have AC+.

Trust me, people will take advantage for any loophole in the system. And that means that honest people will sometimes get screwed as a result of the system being as scam proof as possible.
 
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joeblow7777 said:
You underestimate the lengths that people will go to to scam a system. Most apparently over stringent protocols like this exists solely because a small minority of people exploit the system and ruin it for everyone.

The advantage for the thief would be that a stolen phone is pretty much useless. The owner locks/wipes it remotely and that's it. If you could simply smash it so that it can't be identified and take it to Apple with AppleCare+, you would then get a new and fully functional phone for whatever fee they charge for the replacement. That would allow for a large profit when the thief sells the new phone. Heck, you could just find a broken iPhone and trade it in for a new one. They need to know that they are replacing the phone that you purchased, not an extra one that you found or stole, or even doing a favour for your buddy who broke their phone and doesn't have AC+.
Click to expand...
Yeah now that you’ve spelled it out I would have to agree. Very unfortunate for the customers with genuine issues. Nevertheless, if the Applecare guidelines are so stringent they should have more than one way to identify a phone or be able to provide a customer with support.
 
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martfin70 said:
So the only identifier for an iPhone is on the Sim Tray (weird to me) no Sim tray, they can't identify the iphones serial to make sure it's covered. I'll be asking for a refund on the Applecare+. I've also escalated, but they really did throw out every reason not to help. This is an Apple I've never dealt with before in the 15 years of being a customer. Live and learn.
Click to expand...
Apple can't identify the phone as yours. If they can't identify it as yours, they can't tell if the phone in question had Applecare. As such, Apple hasn't done anything wrong to you. What we have here is an unfortunate accident. And because Apple didn't give you a replacement phone for a phone that they couldn't validate, you decide to create a thread and berate Apple.

An accident of your own doing rendered the phone unidentifiable as yours. As such Apple could not execute the terms of AppleCare that you agreed to upon purchase in your favor.

Buying an iPhone with AppleCare, does not entitle you or anyone else to be made whole under conditions that nullified the agreement between you and Apple. Because you feel you are entitled, you feel Apple cheated when they didn't.
 
BasicGreatGuy said:
Apple can't identify the phone as yours. If they can't identify it as yours, they can't tell if the phone in question had Applecare. As such, Apple hasn't done anything wrong to you. What we have here is an unfortunate accident. And because Apple didn't give you a replacement phone for a phone that they couldn't validate, you decide to create a thread and berate Apple.

An accident of your own doing rendered the phone unidentifiable as yours. As such Apple could not execute the terms of AppleCare that you agreed to upon purchase in your favor.

Buying an iPhone with AppleCare, does not entitle you or anyone else to be made whole under conditions that nullified the agreement between you and Apple. Because you feel you are entitled, you feel Apple cheated when they didn't.
Click to expand...

But to be fair, there really should be a way to identify the phone besides the SIM tray, the one removable part of the phone.
 
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BasicGreatGuy said:
Apple can't identify the phone as yours. If they can't identify it as yours, they can't tell if the phone in question had Applecare. As such, Apple hasn't done anything wrong to you. What we have here is an unfortunate accident. And because Apple didn't give you a replacement phone for a phone that they couldn't validate, you decide to create a thread and berate Apple.

An accident of your own doing rendered the phone unidentifiable as yours. As such Apple could not execute the terms of AppleCare that you agreed to upon purchase in your favor.

Buying an iPhone with AppleCare, does not entitle you or anyone else to be made whole under conditions that nullified the agreement between you and Apple. Because you feel you are entitled, you feel Apple cheated when they didn't.
Click to expand...

The thread creator is just letting legit customers know what the "small print" is. Calm down.
 
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