Applecare+ - Will they repair or replace?

Discussion in 'iPhone' started by iMas70, May 31, 2016.

  1. iMas70, May 31, 2016
    Last edited: Jun 5, 2016

    iMas70 macrumors 6502a

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    #1
    The screen on my iPhone 6 shattered today. The outer edges of the phone has scratches and dings. Will they just replace the glass, the glass and chassis or replace the entire phone? I won't have to do an iTunes backup if they aren't going to replace the phone.
     
  2. G.McGilli macrumors regular

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    Oct 19, 2015
    #2
    Just go online and have them overnight you a brand new phone - then send yours back tomorrow in the box they provide you... Done!
     
  3. Givmeabrek macrumors 68030

    Givmeabrek

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    NY
    #3
    You are not going to do a backup if you think they will not replace the phone??? Do you realize a backup only takes about a minute?
    Prepare to have the phone replaced.
     
  4. iMas70 thread starter macrumors 6502a

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    #4
    This is the first time that I've had a phone fixed/replaced under Applecare. I thought I'd have to bring it in. Didn't know they will just send me a new one then I send the old one back.

    I know it only takes a minute to backup. It's usually backed up to iCloud. I mean that I would also back it up on my computer (forgot to note that).
    --- Post Merged, May 31, 2016 ---
    From what I read on Apple's site, if I do it online, they will send me a box so I can send the phone in to be repaired. If I go into the store, they might be able to fix it there or they will have to send it out unless the phone is to badly damaged to be repaired.
     
  5. lordofthereef macrumors G4

    lordofthereef

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    #5
    Ro answer your question, they're very likely to repair the screen rather than replace unless the chassis is damaged beyond repair (i.e. Bent to the point that a new screen can't conceivably fit). A few scuffs shouldn't be grounds for replacing the phone in its entirety.

    As far as the replacement, Apple used to out a hold on a credit card for the new device to keep people from essentially scamming them out of hardware. I'm unsure how they do that now or IF they do that. I read recently Apple has become much more strict about repairing taking priority over replacing, so what you've read online may be a reflection of that.
     
  6. Closingracer macrumors 68000

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    #6


    Wrong.... I went to the Apple Store on Fifth Avenue( Manhattan, NYC) to replace my device that is covered by Apple care plus ( my iPhone 6 plus) and when I went there the guy even asked me if I want it replaced and wait or get a replacement and checked the last time I did a backup.
     
  7. willmtaylor, Jun 1, 2016
    Last edited: Jun 1, 2016

    willmtaylor macrumors G3

    willmtaylor

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  8. posguy99 macrumors 6502

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    #8
    Why wouldn't you be backing up the phone anyway? This mentality people have really confuses me.
     
  9. ABC5S macrumors 68040

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    #9
    Why do some still say it will be replaced with a brand new phone when it will not, and OP will get a refurbished one ?
     
  10. lordofthereef macrumors G4

    lordofthereef

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    #10
    I'm only going by with what people have reported here. I don't doubt your situation is factual. I've had a phone replaced out of warranty for $100 because the employee was simply nice. What I am saying is that Apple seems to be trending away from full replacements in favor of repairs. As always, the employees and particularly managers have a great deal of leeway as to how they handle things.
     
  11. willmtaylor macrumors G3

    willmtaylor

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    #11
    Yup. Any given employee on any given day.
     
  12. Closingracer macrumors 68000

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    #12

    Yeah and so you're still wrong..... Being nice goes a long way and I can show proof I got a replacement and not a fixed screen. Serial numbers is different. I never asked for it but was asked if I wanted a replacement vs a fix.
     
  13. willmtaylor macrumors G3

    willmtaylor

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    #13
    Don't be a douche. He said that's what he's read from firsthand accounts. Your experience was different. That doesn't make him wrong.
     
  14. Closingracer macrumors 68000

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    #14


    I'm not being a douche.....just calling him wrong. He actually never experienced it first hand himself...... I have
     
  15. willmtaylor macrumors G3

    willmtaylor

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    #15
    It's already been made clear (and it's common knowledge) that experiences may vary. They can, in fact, vary greatly from store to store and even from day to day. It has nothing to do with right and wrong.
     
  16. lordofthereef macrumors G4

    lordofthereef

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    #16
    I'm kind of confused here. I'm agreeing with you in saying that it's perfectly possible and pribable they gave you a new phone with zero hassle. And im unsure why you're insistent that I'm wrong. I'm simply saying that Apple is, on an official level, pushing repair over replacement. It's unclear how your situation proves me wrong, but if your goal is just to state I am wrong, that's perfectly fine with me.

    Their official repair policy is even reflected on their page about screen damage, for what it's worth. They mention nothing about giving you a new phone; this doesn't mean they can't and/or they won't.
     
  17. Closingracer macrumors 68000

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    #17


    Well how I read it sounded differently.... Playing nice with them goes a far way and with the leeway they have you shouldn't have any issues getting a new phone ( new to you)
     
  18. lordofthereef macrumors G4

    lordofthereef

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    #18
    Fair enough.

    In only stressing that an employee operating strictly by the book may not offer replacement regardless of how nice you are, again, based on Apple's own written policy alongside what others have reported here.
     
  19. Closingracer macrumors 68000

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    #19


    I would simply leave and make another appointment and hopefully get somebody else lol. Apprenantly phone damage gets priority over other issues since I was literally called right after I got there and the tables was crowded.
     
  20. lordofthereef macrumors G4

    lordofthereef

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    #20
    That is always an option.
     
  21. ZhenyaF macrumors 6502

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    Brooklyn, NY
    #21
    My wife shattered the screen on her 6s plus last Night. I took it to the 5th Ave store in Manhattan. While waiting for the appointment I backed it up in anticipation of a new phone. The genius took it, looked at it, told me the standard "if the chassis is damaged and the screen doesn't fit you get a new phone" bit. I asked him for a new phone instead of a new screen, to which he told me that "Apple takes the least expensive approach, screen replacement is first". Now I know that different geniuses follow different rules - but this was my experience. This was also the first time I had a somewhat rude genius, maybe because it was late or he was having a bad day, but he was pretty snippy. The only reason I wanted replacement was so that I didn't have to sit and wait for them to fix it, especially since they took me in 30 minutes after the appointment (it was 11:45 at that time). The whole process finished at 2am and on top of that, this morning the ear piece is not working, my wife can hear people only when she uses the speakerphone, which means I have to go back to the store.

    So YMMV when taking a phone in.

    As crazy as it sounds, I was thinking of driving over it with my car before giving it to the genius, just so they replace it, but that is so wasteful.
     
  22. M. Gustave macrumors 68000

    M. Gustave

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    #22
    I know you were joking, but according to the AppleCare terms, they can require a full description of what happened, and intentional abuse is not covered. The fine print actually gives them plenty of leeway to deny repairs, although it seems like that rarely happens.
     
  23. PaladinGuy macrumors 6502

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    Sep 22, 2014
    #23
    There is SO much variance from one person to the next in Apple Stores. I had some damage looked at last night, two employees said they thought it should be repaired free of charge because of the type of damage. Genius looked at it and immediately refused to help out. One of the people was a manager/lead that originally said it should be repaired for free. Not sure what was discussed behind closed doors, but it can be frustrating to hear all the stories of people getting massive leniency and then get absolutely none yourself.
     
  24. willmtaylor macrumors G3

    willmtaylor

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    #24
    Yup. I've experienced similar situations. At the end of the day though, leniency is exactly that: leniency.

    I know the policies that are in place, and I have little right to complain if an exception from the policy isn't made for me.
     
  25. PaladinGuy macrumors 6502

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    Sep 22, 2014
    #25
    It's true. I would personally prefer more consistency, though. I think it generates more customer frustration than satisfaction by creating such a luck of the draw scenario. At the prices they're now charging for iPhones and the prices they're charging for AppleCare and accident replacements, some consistency would be nice. I find it crazy, more than anything else, that they charge the same accident fee with AppleCare for a simple screen replacement as they do for an entire decide exchange. I think that's insane. It costs them far less to replace the screen. Saving only $30 on the repair begins to make me question the utility of AppleCare, which is why we see all these threads about making sure your phone is destroyed when you go the Genius Bar.
     

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