Apple support sometimes does things that are not really SOP. I got my Macbook's screen replaced for a pixel defect, even though it was dented (and Apple's policy was to not replace if it has physical damage, per Apple's own support). However, that's the exception, not the norm. I'm glad that Zebulon76 could get his 5S replaced outside the US. Is that the SOP? Who knows.
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AppleCare+ is NOT global coverage
- Thread starter pika2000
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And here's what they say about the serviceability of the iPhone 6 (and newer) in terms of countries supported.
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It seems to me that the Swiss Apple folks followed the terms for out-of-country support listed in the AppleCare+ ToS (which were confirmed by the chat session), so I'm not sure why the idea of "they may have gone beyond SOP" is being brought up now.