Other Authorized Apple Repair Shop Declined To Replace My Battery

[hyperreal]

Today I witnessed something I thought was not even possible.
I took my iPhone 13 Mini to an authorized Apple repair shop and asked for a battery replacement. I had been there earlier and asked about the process. Back then they told me that they have to run some diagnostics before ordering the battery. So I thought today would be a good time to get the process started.

When I handed over my phone to them, a tech just looked at the battery info in settings and said that they can't replace the battery. I asked why. "Because the maximum capacity is 87% and it needs to be 80% or less".
I thought I had miscommunicated something and said that I'm not looking for a warranty replacement and that I'm willing to pay for the whole thing.
The answer was still no and they emphasized that they simply CAN NOT do it and they CAN NOT override the requirement.
It was like they thought I was somehow dumb for not understanding the rules.

All I could say was "well, that's f*****g ridiculous", and they kind of agreed with me on that at least.

Worst customer experience I've EVER had with Apple and I've used their products for over 30 years.

I later spoke to someone who used to work as an authorized Apple tech but quit 3 years ago. He said that he never had any problems replacing even newer batteries but that the rules might have changed since then.

Can anyone confirm if there really is an insurmountable safeguard to replacing a battery at an authorized repair shop unless the capacity is categorized as "bad" within certain specs?

 

[eyoungren]

Today I witnessed something I thought was not even possible.
I took my iPhone 13 Mini to an authorized Apple repair shop and asked for a battery replacement. I had been there earlier and asked about the process. Back then they told me that they have to run some diagnostics before ordering the battery. So I thought today would be a good time to get the process started.

When I handed over my phone to them, a tech just looked at the battery info in settings and said that they can't replace the battery. I asked why. "Because the maximum capacity is 87% and it needs to be 80% or less".
I thought I had miscommunicated something and said that I'm not looking for a warranty replacement and that I'm willing to pay for the whole thing.
The answer was still no and they emphasized that they simply CAN NOT do it and they CAN NOT override the requirement.
It was like they thought I was somehow dumb for not understanding the rules.

All I could say was "well, that's f*****g ridiculous", and they kind of agreed with me on that at least.

Worst customer experience I've EVER had with Apple and I've used their products for over 30 years.

I later spoke to someone who used to work as an authorized Apple tech but quit 3 years ago. He said that he never had any problems replacing even newer batteries but that the rules might have changed since then.

Can anyone confirm if there really is an insurmountable safeguard to replacing a battery at an authorized repair shop unless the capacity is categorized as "bad" within certain specs?

The rules say 80 percent. Even if you'd gone to an Apple store, the rules still would have been 80 percent.

Some people have offered to pay (as you did) and still got refused by Apple.

Here is your problem, and you stated it in your headline: "Authorized Apple Repair Shop".

Meaning, they have to follow Apple's rules if they want to remain an "Authorized Apple Repair Shop".

You want your battery swapped out before it hits 80 percent, find a third party store such as uBreakiFix or your local mall repair kiosk.

 

[doogm]

I have had multiple iPhone batteries replaced at over 80% maximum capacity at my local Apple Store, the most recent last May for my old iPhone 13 Pro, which I passed down to my son. They do always try to talk you out of it, but I insisted on paying for the replacement.

I have heard of issues where they will not replace the battery if there are some other issues (e.g. broken screen, broken charging port) that you do not have fixed at the same time.

What the technician said I know is true for the Apple Watch, but unless this is a new policy, it's not been so for the iPhone.

 

[eyoungren]

I have had multiple iPhone batteries replaced at over 80% maximum capacity at my local Apple Store, the most recent last May for my old iPhone 13 Pro, which I passed down to my son. They do always try to talk you out of it, but I insisted on paying for the replacement.

I have heard of issues where they will not replace the battery if there are some other issues (e.g. broken screen, broken charging port) that you do not have fixed at the same time.

What the technician said I know is true for the Apple Watch, but unless this is a new policy, it's not been so for the iPhone.

Yeah, it's hit or miss. Some people have reported zero issues because they were willing to pay outright, others have been told to take a hike. I imagine it might just come down to the mood of the Apple genius, IDK.

There doesn't seem to be any consistency about it. However, all the reports I've seen have concerned the Apple store itself and not a TPR (Third Party Retailer).

 

[BugeyeSTI]

Today I witnessed something I thought was not even possible.
I took my iPhone 13 Mini to an authorized Apple repair shop and asked for a battery replacement. I had been there earlier and asked about the process. Back then they told me that they have to run some diagnostics before ordering the battery. So I thought today would be a good time to get the process started.

When I handed over my phone to them, a tech just looked at the battery info in settings and said that they can't replace the battery. I asked why. "Because the maximum capacity is 87% and it needs to be 80% or less".
I thought I had miscommunicated something and said that I'm not looking for a warranty replacement and that I'm willing to pay for the whole thing.
The answer was still no and they emphasized that they simply CAN NOT do it and they CAN NOT override the requirement.
It was like they thought I was somehow dumb for not understanding the rules.

All I could say was "well, that's f*****g ridiculous", and they kind of agreed with me on that at least.

Worst customer experience I've EVER had with Apple and I've used their products for over 30 years.

I later spoke to someone who used to work as an authorized Apple tech but quit 3 years ago. He said that he never had any problems replacing even newer batteries but that the rules might have changed since then.

Can anyone confirm if there really is an insurmountable safeguard to replacing a battery at an authorized repair shop unless the capacity is categorized as "bad" within certain specs?

I've had multiple batteries replaced at different Apple Store locations without any problems. These were out of warranty customer pay and the devices were all above 80%. I have never used an authorized Apple repair shop so not sure if they have a different policy. If I were you, I'd go to an actual Apple Store and ask them to replace the battery

 

[chrfr]

There was a lawsuit several years back against Apple which they lost because of this. Apple will replace iPhone batteries above 80% outside of warranty, and if you get resistance on it, escalate it.

 

[Tsepz]

Today I witnessed something I thought was not even possible.
I took my iPhone 13 Mini to an authorized Apple repair shop and asked for a battery replacement. I had been there earlier and asked about the process. Back then they told me that they have to run some diagnostics before ordering the battery. So I thought today would be a good time to get the process started.

When I handed over my phone to them, a tech just looked at the battery info in settings and said that they can't replace the battery. I asked why. "Because the maximum capacity is 87% and it needs to be 80% or less".
I thought I had miscommunicated something and said that I'm not looking for a warranty replacement and that I'm willing to pay for the whole thing.
The answer was still no and they emphasized that they simply CAN NOT do it and they CAN NOT override the requirement.
It was like they thought I was somehow dumb for not understanding the rules.

All I could say was "well, that's f*****g ridiculous", and they kind of agreed with me on that at least.

Worst customer experience I've EVER had with Apple and I've used their products for over 30 years.

I later spoke to someone who used to work as an authorized Apple tech but quit 3 years ago. He said that he never had any problems replacing even newer batteries but that the rules might have changed since then.

Can anyone confirm if there really is an insurmountable safeguard to replacing a battery at an authorized repair shop unless the capacity is categorized as "bad" within certain specs?

Back in 2022 (of I remember correctly) I went through the exact same thing here in South Africa, went to iStore (authorised Apple retailer and repairer) with my 11 Pro Max also around 85-87% health and they told me the exact same thing, even if I want to pay they cannot touch the phone unless it’s at 80% or less, I was gobsmacked.
I thought this was due to it being Covid times and low supply at the time of parts, but to hear this is still happening shocks me.

 

[Andeddu]

I had an OGSE battery replaced in 2023 which had 92% BH, lol. That’s a horrible level of service. If you’re willing to pay for it, it shouldn’t matter what your BH is currently at.

 

[JPack]

AASPs are much less willing to replace if over 80%. It's a very low margin service and if they screw up, they owe you a replacement phone or at least whatever parts they damaged. Apple Stores have no problem because they're backed by $3T head office, but not so for independent stores.

Take it to an Apple Store.

 

[CosmicTris392]

What's the reason to replace a battery thats 87% of maximum capacity?

 

[Lounge vibes 05]

What's the reason to replace a battery thats 87% of maximum capacity?

I was wondering the exact same thing.
I mean, I definitely think Apple should replace it no questions asked if OP is literally offering to pay for it, but… Come on people.
The battery paranoia is getting out of control, I have literally seen posts of people panicking because their battery has dropped from 100 to 99% health.
It’s getting very silly.

 

[GMShadow]

When Batterygate happened Apple modified the policy to allow people to pay for a replacement even if they were above 80% at the then discounted rate.

I'm not sure if the policy was ever rolled back when the discounts ended, or if it's in a sort-of-limbo. That might be the reason for the confusion.

 

[Shamalow]

Use Apple's online repair shop.
https://support.apple.com/repair

I just did it and I recommend it.
(Battery Health 85%)

- You pay online
- They send a shipping box.
- You send your iPhone in the box
- They change the battery and send the iPhone back to you.

For me, it took 5 business days 👍

 

[MrAverigeUser]

Today I witnessed something I thought was not even possible.
I took my iPhone 13 Mini to an authorized Apple repair shop and asked for a battery replacement. I had been there earlier and asked about the process. Back then they told me that they have to run some diagnostics before ordering the battery. So I thought today would be a good time to get the process started.

When I handed over my phone to them, a tech just looked at the battery info in settings and said that they can't replace the battery. I asked why. "Because the maximum capacity is 87% and it needs to be 80% or less".
I thought I had miscommunicated something and said that I'm not looking for a warranty replacement and that I'm willing to pay for the whole thing.
The answer was still no and they emphasized that they simply CAN NOT do it and they CAN NOT override the requirement.
It was like they thought I was somehow dumb for not understanding the rules.

All I could say was "well, that's f*****g ridiculous", and they kind of agreed with me on that at least.

Worst customer experience I've EVER had with Apple and I've used their products for over 30 years.

I later spoke to someone who used to work as an authorized Apple tech but quit 3 years ago. He said that he never had any problems replacing even newer batteries but that the rules might have changed since then.

Can anyone confirm if there really is an insurmountable safeguard to replacing a battery at an authorized repair shop unless the capacity is categorized as "bad" within certain specs?

To be honest,
I don´t neither understand why the TO wanted to change a battery with still 90% capacity nor why he is scandalizing a good decision made by apple to protect the envirement worldwide...

Perhaps he should inform himself about the enormous problems in the third world resulting from "mining" Lithium. Why should this be uselessly unnecessary be accellerated and get more than needed ?

Just my 2 ct ...


.

 

[hyperreal]

You want your battery swapped out before it hits 80 percent, find a third party store such as uBreakiFix or your local mall repair kiosk.

I know of only one 3rd party shop in my area that maybe could do it but I have bad experiences with them, although those things happened with vintage stereo equipment rather than mobile devices.
Mall repair kiosks, I know of two, but I believe they are also authorized Apple repair shops so they would have the same issue if it indeed is an inflexible rule.

If I were you, I'd go to an actual Apple Store and ask them to replace the battery

Unfortunately there are no Apple Stores in my country, and Apple even cut loose all the premium resellers, except for one.
The authorized repair shop I visited used to be a premium reseller as well, and I have never had any problems with them before.

AASPs are much less willing to replace if over 80%. It's a very low margin service and if they screw up, they owe you a replacement phone or at least whatever parts they damaged. Apple Stores have no problem because they're backed by $3T head office, but not so for independent stores.

This was a very informative reply with a plausible explanation of why things are the way they are. Thank you. Unfortunately there are no Apple Stores in my country.

What's the reason to replace a battery thats 87% of maximum capacity?

The fact that it brings a needless layer of inconvenience into my life compared to a fresh battery that I had to charge every other day.
Currently, on days with only light usage, I can get by with nightly charges and it's not a big deal. But if I have to make a lot of calls, or want to listen to music with my AirPods for more than 20 minutes, or want to take more than a couple of photos, not to mention capturing video, or if I need to take notes on my phone or maybe read a manual or a guide on something I'm working on... Then I need to actively think about where and when I can charge my phone.
I don't use a lot of social media (1-2 hours of Reddit a day, and sometimes I have to use Instagram), I don't watch videos on my phone, I don't play games on my phone. None of the usual battery hog activities.

To be honest,
I don´t neither understand why the TO wanted to change a battery with still 90% capacity nor why he is scandalizing a good decision made by apple to protect the envirement worldwide...

Perhaps he should inform himself about the enormous problems in the third world resulting from "mining" Lithium. Why should this be uselessly unnecessary be accellerated and get more than needed ?

Just my 2 ct ...

I do appreciate a critical response. However, I feel like I should correct a few things.

First, my capacity is at 87%, not 90%.
Although I don't know how the battery health reporting algorithm works, but I've never seen it go down by just 1%, for example. It always happens in jumps, first from 100% to ninety-something. Then from ninety-something to 87%, etc.
This leads me to believe it's not an accurate representation of the battery's physical capacity to hold charge and provide power but rather an abstraction - a guess.
Apple's best guess is that the battery on my device holds 87% of its intended maximum charge but they have no idea how it actually affects me. Because it can not be objectively measured.
Besides, it is my understanding that at least some the old batteries are reused. So it's not completely wasted.

Second, I didn't scandalize anything. I said what happened was the worst customer experience I've ever had with Apple. There's nothing scandalizing about that. It is just my subjective view.

As for the issue you brought up: Ultimately it is something that should be discussed on a level of economic systems and social structures.

And now I will get political.

As long as we, as a society, are dependent on these devices, convenience for the individual - and sometimes institutions - will be a factor in how we consume resources.
I mean, my phone grants me access to my bank accounts, health records, etc. and because it does, I am also expected to be able to access those things almost anywhere, almost anytime.
So, even if there are backup methods, I am expected to own a smartphone and for it to be usable, because it's convenient.

Therefore I believe it is unreasonable to ask a single individual to take responsibility for how corporations exploit workers.
What is reasonable, however, is to ask for people to organize and demand a change.
Demand regulation for corporations. (I am a vocal proponent of EU regulations like GDPR, DMA and right to repair.)
Form or join a trade union or support one.

There's a lot of lithium & cobalt prospecting going on in my country. Some if it on nationally owned land I believe. S**t could very well hit the fan for us as well.
But I won't fix any of it by refraining, out of principle, from replacing a battery on my phone.

 

[kyjaotkb]

I was wondering the exact same thing.
I mean, I definitely think Apple should replace it no questions asked if OP is literally offering to pay for it, but… Come on people.
The battery paranoia is getting out of control, I have literally seen posts of people panicking because their battery has dropped from 100 to 99% health.
It’s getting very silly.

My iPhone 15 Pro has 91% "Health" and it's absolutely unfit for purpose. I have to recharge it after half a day of light use. I used to be able to go through over a day with a 80% limit in the first few months. BH is BS. I'm planning to replace it ASAP.

 

[Andeddu]

To be honest,
I don´t neither understand why the TO wanted to change a battery with still 90% capacity nor why he is scandalizing a good decision made by apple to protect the envirement worldwide...

Perhaps he should inform himself about the enormous problems in the third world resulting from "mining" Lithium. Why should this be uselessly unnecessary be accellerated and get more than needed ?

Just my 2 ct ...


.

My iPhone 13 has 87% BH however I plan on replacing it at 85-86% as I have already lost 2+ hours of SoT. It’s usable but no where near the level it was at when new. As a consumer, I demand a replacement because that’s what I want and I have the money to pay for it.

 

[Mr_Brightside_@]

If this is your worst experience ever, you have had phenomenal service.

 

[Grayburn]

My old iPhone 15 Pro has 91% "Health" and it's absolutely unfit for purpose. I have to recharge it after half a day of light use. I used to be able to go through over a day with a 80% limit in the first few months. BH is BS. I'm planning to replace it ASAP.

My 15 Pro was the same, had to always put it on charge by 3pm in the afternoon, got a new battery put in for £99 at iCorrect in London. Bit expensive but needed it done, they pick it up in the morning via courier and you get it dropped off by courier by late afternoon.

 

[FeliApple]

I was wondering the exact same thing.
I mean, I definitely think Apple should replace it no questions asked if OP is literally offering to pay for it, but… Come on people.
The battery paranoia is getting out of control, I have literally seen posts of people panicking because their battery has dropped from 100 to 99% health.
It’s getting very silly.

Agree completely. It’s utterly ridiculous to replace a battery when it’s at 85-90% capacity.

It’s utterly ridiculous to replace it at ANY percentage point if the device is on its original iOS version.

I get that the combo of iOS updates and a degraded battery impacts battery life. But 90%? It’s getting absolutely ridiculous. This didn’t happen back when battery health was inaccessible via iOS settings.

People talked about replacing the iPhone 15’s battery when the 15 was the latest and on its original iOS version just because they were ridiculously heavy users who were putting 600 cycles a year.

I don’t care how much pushback I get, I’ll always call these battery replacements absolutely pointless and ridiculous, especially if the device runs a version close to the original.

 

[doogm]

What's the reason to replace a battery thats 87% of maximum capacity?

I'm not the OP but for me it's because my phone just won't get me through a day as it gets that low. I live in a place with very poor cellular service. I can fix that with a network extender and wifi calling at my house, but once I'm outside it's pretty small radius of coverage my phone starts working hard to hold a mobile signal.

85-ish% is basically where I can just barely get through a day if I charge the phone while I shower, and then I may still need to while I eat dinner or just before I go to bed.

I replaced my old 13 Pro's battery at 86% last year but that was because I was passing it down to my son, who is still using it, and I wanted him to be able to use it for years. I usually hold on to my last phone as a just-in-case backup but I'm using his old Xr for that now.

 

[Andeddu]

Agree completely. It’s utterly ridiculous to replace a battery when it’s at 85-90% capacity.

It’s utterly ridiculous to replace it at ANY percentage point if the device is on its original iOS version.

I get that the combo of iOS updates and a degraded battery impacts battery life. But 90%? It’s getting absolutely ridiculous. This didn’t happen back when battery health was inaccessible via iOS settings.

People talked about replacing the iPhone 15’s battery when the 15 was the latest and on its original iOS version just because they were ridiculously heavy users who were putting 600 cycles a year.

I don’t care how much pushback I get, I’ll always call these battery replacements absolutely pointless and ridiculous, especially if the device runs a version close to the original.

The device is almost never going to run close to the original version because there are only a select few who refuse to update their iOS version. In fact, the majority of people’s devices auto-update for them!

 

[FeliApple]

The device is almost never going to run close to the original version because there are only a select few who refuse to update their iOS version. In fact, the majority of people’s devices auto-update for them!

I agree, but like I said, it wasn’t the point.

I’ve seen people who were talking about replacing an iPhone 15’s battery something like 7 or 8 months in with 87-92%. Sorry, but I’ll never not find that ridiculous.

The thing runs iOS 17, it has like-new battery life, what do you need a new battery for? At some point it feels like they’re replacing them just to see 100% on settings.

We all like that, sure, but it’s pointless.

 

[Andeddu]

I agree, but like I said, it wasn’t the point.

I’ve seen people who were talking about replacing an iPhone 15’s battery something like 7 or 8 months in with 87-92%. Sorry, but I’ll never not find that ridiculous.

The thing runs iOS 17, it has like-new battery life, what do you need a new battery for? At some point it feels like they’re replacing them just to see 100% on settings.

We all like that, sure, but it’s pointless.

I agree. It’ll still be running on the original iOS or close enough. My iPhone 13 (on iOS 18) still provides almost a full day of use for me as a fairly heavy user with 87% BH. I will be replacing it soon though as I have lost 2-3 hours of SoT. And no, I don’t expect to see my 13 hit the same SoT it would’ve on iOS 15 but it’ll provide me with more than what I require on a single day of normal use.

 

[Mrbobb]

It goes to show, even the techs hate changing the iPhone's batteries, u mess up with pulling the tapes which hold it, there goes your day. Somebody give me a good reason why the iPhone batteries are taped down and in a PITA position at that. Dont want the battery to move? just use some foam.