Other Does Apple actually repair their out of warranty products?

[flimpy]

A few years ago, my daughter's (5-yo at the time) iPad broke down. I brought it to BestBuy, they "diagnosed" it, then gave it back to me saying that battery needs to be replaced, and it would be faster if I will ship it to Apple myself. I shipped it and then got it back with no work done on it. They told me that they noticed some unauthored work done on it. This iPad has never been jalbroken; it was my wife's iPad and then my daughter's (none of them know what a jailbreak is).

Fast forward to now. My wife dropped her iPhone 13 pro and its back cracked. We got it fixed at a random place in the nearby mall. About 6 months later the phone began turning off on its own, even when sitting on a wireless charger. It had e-sim, so we had to order a physical sim replacement before repairing it. I googled that Apple does repair phones that were previously repaired by non-Apple places, so we waited for the physical sim to come in. It took just a few days, but during that time the dead battery swelled and began pushing the phone's screen out. We finally sent the phone to Apple, only to receive the same BS answer from them, saying that they detected unauthorized work being done on it and that they will be just shipping it back.

@$*& ?

 

[JPack]

Best Buy probably messed up putting the iPad back together. Mall kiosk probably did a bad job repairing the iPhone. Both are kinda expected.

 

[flimpy]

Best Buy probably messed up putting the iPad back together. Mall kiosk probably did a bad job repairing the iPhone. Both are kinda expected.

All BestBuy did is plugged in lightning cable into that iPad and run some diagnostics (whatever that may be). They did not try to disassemble it (I waited in the store while they were working on it).

 

[Mlrollin91]

All BestBuy did is plugged in lightning cable into that iPad and run some diagnostics (whatever that may be). They did not try to disassemble it (I waited in the store while they were working on it).

For the most part, iPads cannot be repaired due to the seal around the display and the body. Battery replacement, screen replacement, etc., Apple will just give you a replacement device.

As for the iPhone 13 Pro, had the iPhone only been out of warranty, without unauthorized third-party repairs, they would have replaced the device or fixed it for the OOW service fee. Not sure how this is the "same BS answer" when you admitted that there was third-party work on the device.

Apple's repair (not warranty, but repair) terms and conditions state the following:

"An original product that is inoperable due to unauthorized modifications or has failed due to catastrophic damage, such as the product separating into multiple pieces, are examples of a product that is ineligible for Out-of-Warranty Service."

The replacement of a back glass on an iPhone 13 Pro requires the entire phone being dissembled. It is very well possible that the disassembly damaged the phone or a connector to the battery that caused the issue. This would not be repairable.

The terms actually further go on to state:

"During the service ordering process, you must notify Apple of any unauthorized modifications, or any repairs or replacements not performed by Apple or an Apple Authorized Service Provider (“AASP”), that have been made to your product."

 

[flimpy]

For the most part, iPads cannot be repaired due to the seal around the display and the body. Battery replacement, screen replacement, etc., Apple will just give you a replacement device.

Yet they didn't. There was nothing wrong with that iPad, but Apple clamed that it was not eligible for repair (without even explaining why).

"An original product that is inoperable due to unauthorized modifications or has failed due to catastrophic damage, such as the product separating into multiple pieces, are examples of a product that is ineligible for Out-of-Warranty Service."

The replacement of a back glass on an iPhone 13 Pro requires the entire phone being dissembled. It is very well possible that the disassembly damaged the phone or a connector to the battery that caused the issue. This would not be repairable.

If Apple didn't charge north of $500 for the back glass repair, I would not have used the third-party place (they did it for a $100). I agree, it is possible they messed something up, but how likely is that, considering that the phone worked fine for half a year?

I called their answer a "BS answer" because they refused service without explaining why. The fact that my phone was repaired by 3rd party does not mean that the battery died because of it.

The terms actually further go on to state:

"During the service ordering process, you must notify Apple of any unauthorized modifications, or any repairs or replacements not performed by Apple or an Apple Authorized Service Provider (“AASP”), that have been made to your product."

I was more than happy to do it, but their website (through which I ordered the shipping label) did not offer such opportunity.

 

[Mlrollin91]

Yet they didn't. There was nothing wrong with that iPad, but Apple clamed that it was not eligible for repair (without even explaining why).

I was more so just answering your over-arching question as to whether Apple repairs devices, and for iPads, the answer is pretty much no.

If Apple didn't charge north of $500 for the back glass repair, I would not have used the third-party place (they did it for a $100). I agree, it is possible they messed something up, but how likely is that, considering that the phone worked fine for half a year?

I called their answer a "BS answer" because they refused service without explaining why. The fact that my phone was repaired by 3rd party does not mean that the battery died because of it.


I was more than happy to do it, but their website (through which I ordered the shipping label) did not offer such opportunity.

Look, I'm not trying to argue or diminish your feelings. You asked a question if Apple repairs, and for the iPad the answer is no, and for the iPhone, it depends. The replacement of the back glass is the most extensive repair possible on an iPhone 13. Previously, Apple themselves wouldn't even replace the back, they would swap out the entire phone. That's why its so expensive. (This changed with the 15 Series)

More likely than not, Apple saw that the phone had been opened or the aftermarket back, and said sorry, we cannot touch this. There are too many unknowns with the entire phone being disassembled vs just you replacing the screen with a third-party screen. Using an aftermarket display is unlikely to cause issues with the remainder of the phone, but having the back glass replaced which requires extensive device surgery, its a gamble that Apple apparently doesn't want to take and they are entitled to is based on the terms and conditions of repair.

I'm not saying its right or wrong, just merely providing an objective answer to your question(s).

 

[flimpy]

I'm not saying its right or wrong, just merely providing an objective answer to your question(s).

Thank you for taking the time to write your replies. I understand the situation with iPhone better now (still think they screwed me over with iPad though).

I was not aware that things changed and since the 15s series they are no longer charging arm and leg for repair. That's good news for sure.

 

[macfacts]

A few years ago, my daughter's (5-yo at the time) iPad broke down. I brought it to BestBuy, they "diagnosed" it, then gave it back to me saying that battery needs to be replaced, and it would be faster if I will ship it to Apple myself. I shipped it and then got it back with no work done on it. They told me that they noticed some unauthored work done on it. This iPad has never been jalbroken; it was my wife's iPad and then my daughter's (none of them know what a jailbreak is).

did you buy the ipad used? from that experience, seems like apple will lie and say it had unauthorized repair work done on it, hoping you will buy a new device, they know you're locked in the apple ecosystem and aren't going to switch platforms.

 

[eyoungren]

For the most part, iPads cannot be repaired due to the seal around the display and the body. Battery replacement, screen replacement, etc., Apple will just give you a replacement device.

As for the iPhone 13 Pro, had the iPhone only been out of warranty, without unauthorized third-party repairs, they would have replaced the device or fixed it for the OOW service fee. Not sure how this is the "same BS answer" when you admitted that there was third-party work on the device.

Apple's repair (not warranty, but repair) terms and conditions state the following:

"An original product that is inoperable due to unauthorized modifications or has failed due to catastrophic damage, such as the product separating into multiple pieces, are examples of a product that is ineligible for Out-of-Warranty Service."

The replacement of a back glass on an iPhone 13 Pro requires the entire phone being dissembled. It is very well possible that the disassembly damaged the phone or a connector to the battery that caused the issue. This would not be repairable.

The terms actually further go on to state:

"During the service ordering process, you must notify Apple of any unauthorized modifications, or any repairs or replacements not performed by Apple or an Apple Authorized Service Provider (“AASP”), that have been made to your product."

Are these requirements current? And specific to a country?

I am asking because I am going on this info:

https://forums.macrumors.com/threads/apple-says-iphones-with-third-party-batteries-now-eligible-for-repairs.2172235/?post=27154262#post-27154262

Which is not current, but was reported by MacRumors in 2019. Screen replacements that were third party are eligible for repair as the thread I link to indicates. But that was 2017. And, finally this applies to the United States.

Has something changed, or were the terms you are reporting specific to your country (assuming you are not in the US).

 

[flimpy]

did you buy the ipad used? from that experience, seems like apple will lie and say it had unauthorized repair work done on it, hoping you will buy a new device, they know you're locked in the apple ecosystem and aren't going to switch platforms.

No, I bought it new.

I felt like that too, which is why that iPhone 13 that had a dead battery was not upgraded to 14 and 15.

 

[eyoungren]

A few years ago, my daughter's (5-yo at the time) iPad broke down. I brought it to BestBuy, they "diagnosed" it, then gave it back to me saying that battery needs to be replaced, and it would be faster if I will ship it to Apple myself. I shipped it and then got it back with no work done on it. They told me that they noticed some unauthored work done on it. This iPad has never been jalbroken; it was my wife's iPad and then my daughter's (none of them know what a jailbreak is).

Fast forward to now. My wife dropped her iPhone 13 pro and its back cracked. We got it fixed at a random place in the nearby mall. About 6 months later the phone began turning off on its own, even when sitting on a wireless charger. It had e-sim, so we had to order a physical sim replacement before repairing it. I googled that Apple does repair phones that were previously repaired by non-Apple places, so we waited for the physical sim to come in. It took just a few days, but during that time the dead battery swelled and began pushing the phone's screen out. We finally sent the phone to Apple, only to receive the same BS answer from them, saying that they detected unauthorized work being done on it and that they will be just shipping it back.

@$*& ?

A few things…

One. 'Unauthorized repairs' does not immediately imply a jailbreak. Modern jailbreaks, unlike the very first ones, are software. The only hardware involved is the device itself. So, when they say 'unauthorized repairs' they are speaking of third party hardware, not a jailbreak.

Two. Because jailbreaks are software, it is a simple matter of restoring the device to stock iOS to wipe out a jailbreak. Jailbreakers (myself included) did this for years and received both in-warranty repair/replacements and OoW repair/replacements.

Three. For about several years now, Apple's policy concerning jailbroken devices and repairs/replacements either in or out of warranty has been to repair/replace jailbroken devices. Unless Apple can PROVE that a jailbreak has caused hardware failure, they will repair/replace. This is documented on MacRumors and I include myself. I turned in a jailbroken iPhone 6 Plus with a cracked screen for repair and received a replacement. The genius knew it was jailbroken, I told her. All I was asked to do was a restore and that is the absolute most Apple can ask of you with a jailbroken device.

Four. Did you go to an Apple store? They are far more likely to help you in person.

 

[flimpy]

Are these requirements current? And specific to a country?

I am asking because I am going on this info:

https://forums.macrumors.com/threads/apple-says-iphones-with-third-party-batteries-now-eligible-for-repairs.2172235/?post=27154262#post-27154262

Which is not current, but was reported by MacRumors in 2019. Screen replacements that were third party are eligible for repair as the thread I link to indicates. But that was 2017. And, finally this applies to the United States.

Has something changed, or were the terms you are reporting specific to your country (assuming you are not in the US).

I am in the USA.

Yes, I googled this and saw that Apple was saying that they would repair devices that were repaired by third party - which is why I decided to send this phone to them. Nowhere in the process of ordering the shipping label on their website was I asked if the device was repaired before or whether it is splitting apart or not.

 

[eyoungren]

I am in the USA.

Yes, I googled this and saw that Apple was saying that they would repair devices that were repaired by third party - which is why I decided to send this phone to them. Nowhere in the process of ordering the shipping label on their website was I asked if the device was repaired before or whether it is splitting apart or not.

You mentioned Best Buy, so I figured you were in the US. My quote and question was more directed towards @Mlrollin91 who gave you the repair/replacement terms. I wanted to know from that user if the terms they were quoting were more current than 2017/2019 and if that user was quoting terms from their country and not the US.

 

[flimpy]

One. 'Unauthorized repairs' does not immediately imply a jailbreak. Modern jailbreaks, unlike the very first ones, are software. The only hardware involved is the device itself. So, when they say 'unauthorized repairs' they are speaking of third party hardware, not a jailbreak.

I mentioned jailbreak because after harassing Apple reps for a while (I was beyond livid) one of them mentioned that this could have been the reason. I thought that maybe the BestBuy messed something up during their diagnostics or maybe Apple just saw the traces of that diagnostics and didn't like it... I really don't know. This was the only occasion when that iPad was not in my family's hands and no one in my family messed with it.

Two. Because jailbreaks are software, it is a simple matter of restoring the device to stock iOS to wipe out a jailbreak. Jailbreakers (myself included) did this for years and received both in-warranty repair/replacements and OoW repair/replacements.

I grabbed it from the hands of the BestBuy employee and sent it to Apple. Maybe the outcome would have been different if I restored it first, but who could have thought they would screw me up like that (now I know better though)

Three. For about several years now, Apple's policy concerning jailbroken devices and repairs/replacements either in or out of warranty has been to repair/replace jailbroken devices. Unless Apple can PROVE that a jailbreak has caused hardware failure, they will repair/replace. This is documented on MacRumors and I include myself. I turned in a jailbroken iPhone 6 Plus with a cracked screen for repair and received a replacement. The genius knew it was jailbroken, I told her. All I was asked to do was a restore and that is the absolute most Apple can ask of you with a jailbroken device.

Well, if that was the case, I have no clue what they did not like about that iPad as they never bothered to explain.

Four. Did you go to an Apple store? They are far more likely to help you in person.

No. It was more convenient for me to go to a UPS store than to an Apple Store nearby. Do you think if it is something worth trying at this point?

 

[eyoungren]

I mentioned jailbreak because after harassing Apple reps for a while (I was beyond livid) one of them mentioned that this could have been the reason. I thought that maybe the BestBuy messed something up during their diagnostics or maybe Apple just saw the traces of that diagnostics and didn't like it... I really don't know. This was the only occasion when that iPad was not in my family's hands and no one in my family messed with it.


I grabbed it from the hands of the BestBuy employee and sent it to Apple. Maybe the outcome would have been different if I restored it first, but who could have thought they would screw me up like that (now I know better though)

Best Buy would have had to have had your iPad for at least 20-30 minutes in order to install a jailbreak. In the interest of keeping this short, I'll just say that a device has to be on the right version of iOS and supported by the specific jailbreak to even begin. Secondly, since late 2015/early 2016 modern jailbreaks involve an app. You most certainly would have noticed a new app.

As to the genius, he doesn't know jack. Basically, by this point, the Apple Geniuses are simply salespeople. They have metrics to meet and repairs/replacements do not help them meet those metrics. And the fact that the genius threw 'jailbreak' out there when Apple's policy is to work on jailbroken devices shows they either don't know their own policy or are ignorant about how it all works. Or possibly, they just expected to tell you this and not have you question it.

I've questioned geniuses before because it turns out I know more than they do. I'm not being arrogant, I'm not a genius myself on any of this. So if I know more, then what kind of training is Apple giving these (sales)people?

Well, if that was the case, I have no clue what they did not like about that iPad as they never bothered to explain.

See above.

No. It was more convenient for me to go to a UPS store than to an Apple Store nearby. Do you think if it is something worth trying at this point?

I think it's worth a shot. At the very worst you are no worse off than you were before. Just explain everything and let them do their checks and diags.

 

[Mlrollin91]

Are these requirements current? And specific to a country?

I am asking because I am going on this info:

https://forums.macrumors.com/threads/apple-says-iphones-with-third-party-batteries-now-eligible-for-repairs.2172235/?post=27154262#post-27154262

Which is not current, but was reported by MacRumors in 2019. Screen replacements that were third party are eligible for repair as the thread I link to indicates. But that was 2017. And, finally this applies to the United States.

Has something changed, or were the terms you are reporting specific to your country (assuming you are not in the US).

Yes these requirements are current. I pulled it directly from Apple this afternoon. Here is the link. This is US repair terms and conditions.

Legal - General Service - Apple

www.apple.com

What you link to was third party batteries. The OP didn’t have a third party battery, they had a third party rear casing. Very different and requires different repair procedures.

 

[eyoungren]

Yes these requirements are current. I pulled it directly from Apple this afternoon. Here is the link. This is US repair terms and conditions.

Legal - General Service - Apple

www.apple.com

What you link to was third party batteries. The OP didn’t have a third party battery, they had a third party rear casing. Very different and requires different repair procedures.

Thank you for the clarification(s).

 

[now i see it]

My experience with  is that their communication about device issues is inconsistent. One person or memo says one thing and another person says something else. They’re definitely not all on the same page and it seems sometimes they make stuff up if they don’t know the answer.
Or even worse, they think they know the answer but they’re wrong.

 

[BugeyeSTI]

Yet they didn't. There was nothing wrong with that iPad, but Apple clamed that it was not eligible for repair (without even explaining why).



If Apple didn't charge north of $500 for the back glass repair, I would not have used the third-party place (they did it for a $100). I agree, it is possible they messed something up, but how likely is that, considering that the phone worked fine for half a year?

I called their answer a "BS answer" because they refused service without explaining why. The fact that my phone was repaired by 3rd party does not mean that the battery died because of it.


I was more than happy to do it, but their website (through which I ordered the shipping label) did not offer such opportunity.

Have you watched an videos on YouTube for rear glass replacement on an iPhone 13? They literally chip off the glass piece by piece then chip out the glass that is under the camera bezels. There is a way to remove it using a laser, but if the rear glass is shattered the laser has trouble penetrating the damaged glass so it still needs to be chipped out. Then they glue it back together and there is no more water resistance. It looks like a lot can be damaged especially the wireless charging coil. I know you said Apple is expensive, but basically you would of received a refurbished "like new" device. Apple doesn't offer a back glass replacement on these models due to the way the glass is attached to the chassis. It's not repair friendly at all. Starting with the iPhone 14 (not the 14Pro/Pro Max) all new phones since the rear glass can be replaced quite easily.

 

[eyoungren]

My experience with  is that their communication about device issues is inconsistent. One person or memo says one thing and another person says something else. They’re definitely not all on the same page and it seems sometimes they make stuff up if they don’t know the answer.
Or even worse, they think they know the answer but they’re wrong.

I think that comes down to the 'reputation' of the Genuises on the whole. For years, the Apple Genuises were who you consulted because they knew it all. Then Ehrendts came in and the Apple stores became much more focused on sales. Pretty soon, those with technical knowledge but who were not selling enough got replaced. And you get what we have now.

I challenged a genius on his assessment of my 6 Plus. He said logicboard, I said battery. And when I mentioned the specific conditions of the problem he wasn't friendly anymore because I knew at least as much as he did and he wasn't going to be able to snow me.

And if that's all it takes, Apple is giving these people the bare minimum in training now because I'm just a data repository, not a genius.

 

[toobravetosave]

it’s always better to go in person instead of shipping and although i haven’t read the fine print i imagine if a cheapo mall kiosk breaks your phone apple is not exactly unreasonable saying sorry not our problem 🤷‍♀️

out of warranty is one thing but sending them an aftermarket frankenstein with a swollen battery is another

 

[Minghold]

For the most part, iPads cannot be repaired due to the seal around the display and the body. Battery replacement, screen replacement, etc., Apple will just give you a replacement device.

That goes for nearly all Apple devices now (with the exception of high-end Mac Pro towers); they are sealed to the consumer, and, lip-service to the contrary, Apple is viscerally opposed to the concept of "Right to Repair".

Shop accordingly.

 

[dawnrazor]

2019 MBP threw a bad battery notification in 2022… out of warranty... so I contacted an authorised Apple dealer and got a quote for a new battery and labour…. a lot of money… so I called Apple support and pleaded my case was as polite as possible and just stated I thought having a battery go after only 3 years seemed a little below par… they agreed and gave me a battery for free, I just had to pay for labour… the caveats was that the authorised apple dealer had to inspect it and if they had seen any evidence that the laptop had been opened then it was all bets off, no deal… The take away is if you get any one other than Apple or Apple authorised dealer to repair your device and it doesn’t work properly afterwards or later breaks then Apple won’t stand by it… and why should they, with no record of what has happened prior to that… can’t blame them for that…

 

[TechnoMonk]

2019 MBP threw a bad battery notification in 2022… out of warranty... so I contacted an authorised Apple dealer and got a quote for a new battery and labour…. a lot of money… so I called Apple support and pleaded my case was as polite as possible and just stated I thought having a battery go after only 3 years seemed a little below par… they agreed and gave me a battery for free, I just had to pay for labour… the caveats was that the authorised apple dealer had to inspect it and if they had seen any evidence that the laptop had been opened then it was all bets off, no deal… The take away is if you get any one other than Apple or Apple authorised dealer to repair your device and it doesn’t work properly afterwards or later breaks then Apple won’t stand by it… and why should they, with no record of what has happened prior to that… can’t blame them for that…

This is true for most companies, not just Apple. Apple will repair out of warranty till it’s obsolete, unless some other third party repair screws up the device.

 

[jdavid_rp]

This is true for most companies, not just Apple. Apple will repair out of warranty till it’s obsolete, unless some other third party repair screws up the device.

I think obsolete devices still have chances to get repaired, depending on the availability of parts. Vintage ones would be the ones that will 100% have no repairs