Cracked iPhone 6s 64GB... AppleCare+ Story..

Discussion in 'iPhone' started by cashby, Nov 20, 2015.

  1. cashby macrumors newbie


    Sep 21, 2015
    hard to find
    So I dropped my iPhone on its back and the front screen cracked. still worked, glass was in tacked but i also was having issues prior like video camera not focusing and signal issues.

    Called AppleCare+ and they setup a send in repair (no apple store local), I had to pay $104.95 for the repair box to be sent (apparently you pay before now, last time i would wait until they received the phone) and so the lady on the other line gets all my info etc and says ok were all done the box is on its way.
    I send the payment Sunday night and expect package by Wednesday.. Nothing shows up Wednesday, so i ring Apple and spoke to a the next rep who said she is not sure what is going on and will need me to verify my information, then will need to transfer me. Im like ok whatever, so i begin reading the emails and they completely screwed the address up and sent it to a completely different state and zip code that was off was off 2 numbers It was close, but it was like she was dyslexic lol.. I told the rep what i saw and she sent me to the next speclist, Dan (who gave me his contact email and direct line, nice guy).. Who takes over my call and calls UPS to find out where the box is... It ended up in West Virginia ( should gone to Virginia) and I have no Apple store local to go to which closest store is 1-2 hours away.

    After a day or two, nothing comes about the situation as where the box was, all that it is now redirected back to Apple (after a week of trying figure out where the hell it was). and they were sorry for the mix up, I gave the rep at Apple some **** but asked if he would send a phone overnight for the error until a new box arrived. He stated he couldn't do that for finance reasons and he would see what he could do and call me back..
    back in about 3 hours and says sorry your gonna have to wait, he deeply apologizes and says it was Apples fault and will credit the AppleCare fee of 104.95 and offered to called the closest Apple Store and have a phone waiting for me.. I was in shock. He puts me on hold and comes back 20 minutes later and says I have you an appointment at 8:50pm on Saturday the location is about 1 1/2 hours away and you will have to pay nothing and we will give you a new phone. Immedietley relieved i said yes and thanked him for his help and all his support..

    Sorry its lengthy but goes to show Apple will take care of its customers and even credit so I didn't have to pay anything
  2. eyoungren macrumors Core


    Aug 31, 2011
    ten-zero-eleven-zero-zero by zero-two
    I cracked the screen on my 6+ in early September. I made an appt. and went in to have the screen replaced.

    They were busy. They said they had problems with iOS 9 (it was new then and they had to restore my jailbroken iPhone and upgrade it before they would do any work).

    So they gave me a brand new iPhone 6+ for the cost of the screen repair. Then left me to activate my own phone - because they were busy.

    Your story is better, but I had to wait less. :D
  3. HEK Suspended


    Sep 24, 2013
    Not trying to start anything here, but the above two stories have me wondering if there are any instances of this kind of customer support on the android/Samsung/windows phone side?
  4. I_am_a_loser macrumors regular

    Sep 8, 2015
    Boston, MA
    When you guys say "brand new phone" you mean a white box replacement, right? Not the sealed in cellophane retail box that includes the wall brick, lightning cable, and EarPods, right?
  5. keysofanxiety macrumors 604


    Nov 23, 2011
    Yep, way back when my mate's S3 battery expanded and he naturally had to replace it. They said it voided the warranty and he had to pay £60 for a new battery.
  6. Elisha macrumors 6502a


    Nov 21, 2006
    If it's a Nexus, there are no questions asked. Google is really good about it. Other manufacturers are slightly different. Saying that, I've done replacements via the carrier and have had no issues on Sony, Nokia, and LG.
  7. duction macrumors 6502a


    Jun 6, 2010
    U to the K
    a friends galaxy S4 had a swollen battery and they replaced it for free through samsung.
  8. cynics macrumors G4

    Jan 8, 2012
    You are wondering if android/Samsung/windows phone would have screwed up his address, made him wait, lost the box, then required him to call and "give them ****" to get a refund for a phone with a cracked screen but was otherwise defective (camera not focusing, signal issues) anyway?

    That's terrible customer service, the least they can do is waive the charge.

    I'd imagine the customer not willing to "give them ****" would have been SOL and just had to wait longer.
  9. iceterminal macrumors 68000


    May 25, 2008
    Dallas Tx.
    I'm lucky enough to have several stores within 20 miles (Dallas Texas). So I've never fretted about having problems. I still purchase AppleCare + every time though just for the peace of mind alone. You'd understand if you saw how my wife treats her phone.

    But I've always wondered how Samsung/LG/etc always handled their support problems. Do you have to send the phone in? Wait for days? Maybe I'm just so used to take my phone and have a resolution immediately should I ever have a problem, that sending it in seems so foreign to me.
  10. eyoungren macrumors Core


    Aug 31, 2011
    ten-zero-eleven-zero-zero by zero-two
    Well for me, yes. White box replacement.

    I looked the serial number up though when I got home. They phone they had given me was about two weeks old.

    Now that may have been a refurb and it might not have been, but damn if it was not a good phone.

    Hated to give it up when I ported over to T-Mobile.
  11. HEK Suspended


    Sep 24, 2013
    Good to here that generally good service response on issues. I would expect nothing less.

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