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Apple's policy changed (conc. proof of purchase)?

R

rasmusonline

macrumors regular
Original poster
Oct 20, 2009
108
0
Ryanair's planes.
Hello everyone!

I have a serious problem, Apple started to refuse servicing my products without a proof of purchase.

For example, I have an iPhone which has been repaired / replaced several times under warranty and currently, it is defective again and when I call Apple to get service they say they can't help me without a proof of purchase.

I don't have a proof of purchase anymore, the phone is kind of old and the last time it has been replaced, they said I have three more months warranty and they didn't say I need to bring forward any proof of purchase.
 
Um...

You don't have an emailed receipt?

They can't look it up by serial number?
 
No, I don't have an emailed receipt otherwise it would not be an issue!

Of course they could look up the serial number they actually did that, but due to "internal provisions" they need a proof of purchase which I don't have! Help!
 
rasmusonline said:
No, I don't have an emailed receipt otherwise it would not be an issue!

Of course they could look up the serial number they actually did that, but due to "internal provisions" they need a proof of purchase which I don't have! Help!
Click to expand...

If you're UK side and paid with a card your statement from that date showing the transaction is normally more than enough for a retailer. May differ for the US.
 
I'm from Germany but it doesn't matter at all.

Apple directly demand the proof of purchase(s). When I ask concretely they say internal provisions from their head office in Cupertino.


I have nothing concerning the phone. I bought it second hand once, got it repaired/ replaced several times under warranty and now, all of a sudden, they deny to service it further without a proof of purchase.
 
It is just do they have the right to decline service? Like I said, I got the phone repaired and replaced several times before, so I have three more months warranty. Whether it is flagged or not. It also had an Apple Care Protection Plan before. I want my service!
 
I bought it years ago and probably on eBay.

It is just curious why they start now demanding a POP even though in the recent time I got it replaced several times!
 
Have you tried contacting Apple customer service to discuss the situation with them. Maybe they can offer a way around the POP.
 
Yes, I spoke to Apple Care, they got in touch with CR /CS and they said then they have provisions from above. If I have further queries I should contact Apple in Cork in writing.
 
I got this information today. Didn't send them a letter by now. :D

But this kind of communication in writing is insufficient, it will take too long.

There must be a department that I can call directly!
 
What model of phone, how many years? If you bought it used, it is quite possible that any possible extended warranty has expired. Even if it hasn't, Apple's warranty transfer policy in EMEA requires:
With Transfer of Covered Equipment to New Owner. Subject to the restrictions set forth below, you may make a one-time permanent transfer of all of your rights under the Plan to another party, provided that: (a) the transfer includes the original Proof of Purchase, the Plan's Confirmation and all of the Plan's packaging material, including printed materials and these Terms and Conditions; (b) you notify Apple of the transfer by sending or faxing notice of transfer to Apple Customer Support, Hollyhill Industrial Estate, Hollyhill, Cork, Republic of Ireland (fax number: +353 (0)21 428 3917; and (c) the party receiving the Plan accepts the Terms and Conditions of the Plan. When notifying Apple of the transfer of the Plan, you must provide the Plan Agreement Number, the serial number of the Covered Equipment being transferred and the name, address, telephone number and email address of the new owner.
Click to expand...

So, officially to get the extended warranty, the seller would have to have provided you with the original proof of purchase, and you would have to have notified Apple of the transfer in ownership. (Similar terms, with a different address, apply in other locations of the world.)
 
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