iPhone 6s Plus accident.

[digitard]

Lmao. Tell me about it. I felt like a damn kid wearing them. Now I remember why I don't wear those.

Haha... at 35, I still wear cargo shorts. Partly because I hate putting things in my back pocket (sitting on my wallet drives me nuts), but also because I live in AZ and it's 60 degree's in our dead of winter. So it's short weather year round, and jeans in the summer is not fun (although I rock the dress clothes to work).

I don't wear cargo pants, though. That's just pushing it.

 

[iShorty]

Hey man, since you've gone out of your way to post your experience on the forums, do the guy a favour and find the store manager's contact details and email in that you've had a great customer experience, it really means something when working in a retail environment.

People are fluent to complain to the store, but not pass down compliments.

 

[digitard]

Agreed.

I went to the Microsoft store a bit ago because my work Surface Pro 3 nuked itself... well, the combination of Encryption, Safe Mode and a bugged OS caused it to get killed. They went really out of their way to take care of me. I was surprised, and wrote a long email to the store about my service. Got numerous replies from the store manager, the rep, and someone at Microsoft Corporate, and the rep was beyond ecstatic.

I've never been in retail, but i know from being Tech support many years ago at a cell carrier that when someone takes the time out it really helps because so many people think they're snowflakes, and deserve the world. A good gesture being appreciated is something that sticks w/ you.

 

[gixxerfool]

It's stories like these that have me coming back to apple. They replaced my OOW iPhone 5 for what they said was a bulging battery. I don't know if that was the truth or the genius was in a good mood. All around great service.

 

[orangezorki]

What I like about this story is that not only did everyone come out well from this, but both parties look good as well. The OP didn't create a scene, or try some bull about the screen being cracked when it came out of the box. And the Apple store employee showed some genuine sympathy and will surely get Apple back many times the cost of refurbing the cracked phone.

 

[lordofthereef]

I am not surprised they did not fix the screen b.c it is new, and it is probably a pretty difficult process b.c of the 3D touch, but I am totally shocked they gave it to you for free. I would have argued for the $149 price too if they wanted me to pay the OOW cost.

Maybe in missing something about 3D Touch. Wouldn't they just replace the entire front panel, which, unless I'm mistaken, has 3D Touch built in? I'm not shocked they don't have screens yet, but I wouldn't expect 3D Touch to complicate the repair.

 

[Six8]

Wth is wrong with cargo shorts?

 

[mattopotamus]

Maybe in missing something about 3D Touch. Wouldn't they just replace the entire front panel, which, unless I'm mistaken, has 3D Touch built in? I'm not shocked they don't have screens yet, but I wouldn't expect 3D Touch to complicate the repair.

There is probably two layers. If the crack is deep enough they would most likely have to replace both, and it would cost more than the $149, more like an OOW replacement. The same thing is true with current iPhones. You can crack the screen and also damage the digitizer. I believe if the digitizer is damaged you pay the OOW cost not the screen replacement cost.

 

[lordofthereef]

There is probably two layers. If the crack is deep enough they would most likely have to replace both, and it would cost more than the $149, more like an OOW replacement. The same thing is true with current iPhones. You can crack the screen and also damage the digitizer. I believe if the digitizer is damaged you pay the OOW cost not the screen replacement cost.

I was under the impression the costs were just calculated based on what's salvageable. When removing the old screens it's all one piece (in terms of how it's services in the Apple Store)

 

[aneftp]

I've had experience with AMEX and a stolen phone and they would NOT reimburse it because I did not pay full retail.. So be careful with that. They said it could not be on any subsidized pricing or payment plan, which mine was the 2 year pricing at the time.

Discover also offers these protections.

That's what I stated.

If u have stolen phone the max they will reimburse u is what u paid for it. Meaning if U got $199/299 upgrade. They will reimburse u that amount only.

But if u paid full price that they will reimburse u the full amount.

Fixing a crack screen/out of warranty replacement usually isn't an issue with subsidized pricing. Since Amex will reimbursed u what Apple charges u for an out of warranty replacement due to water damage.

Aka. I paid $299 for my wife iPhone 6S subsidized. If she has water damage in first 90 days. I pay Apple $299. And Amex will reimburse me the $299.

 

[danilko1]

Apple has waived the screen repair fee on new phones, before. It was less than a week old. Also they take the phone back to see what happened, where did it shatter, etc.

They did for me, on my 6 Plus, but I also had Apple Care.

 

[Teach4]

I had a similar good experience, first and only time in an apple store, when I had an iphone 5. Nothing broken but had some defect under warranty and I can't remember exactly but wouldn't turn on and they couldn't figure out why either, so I couldnt remove the jailbreak. The store guy said you know typically we have to refuse jailbroken phones and charge the replacement fee, but I'll wipe it out and swapped for a new one no questions asked.

Stories like this is why I will stay an Apple customer. I always consider their repair/replacement prices listed as worst case scenarios. Their employees really do try their best to hook you up if they can , especially if it's something they can't fix or diagnose.

An Apple Store employee screwed my sisters phone up so bad, she couldn't use it. The manager got approval from the district person who happend to be at the store and they gave her a brand new iPhone 6. They were great to help her.

 

[Travisimo]

Your story is great. And actually, it's not that uncommon for Apple to do this, especially if it happens right after your purchase like that. It probably happens less often since they have Applecare+ to cover accidents, but you are living proof that Apple still has great customer service.

I had an iMac a few years ago that was under warranty and had a screen problem. They directed me to the local Apple certified repair center, and they had it longer than expected. When I called to inquire about my repair, the Apple rep told me it was taking too long for me to get my computer fixed, so they upgraded me to a brand new iMac that had better specs.

Apple can afford to take the hit sometimes to please a customer because their profit margins are so high. So when people complain about Apple charging a premium price, you gotta remember they normally provide premium service as well. Most of the other companies run on such thin profit margins that they can't afford to do things like that, if you're lucky enough to get someone who speaks English when you call.

 

[pdxmatts]

I was thinking of doing that but I don't want to get him fired. When he was on the iPad doing the transaction, he kept saying this doesn't match up but oh well, as long as it doesn't show a charge so I won't have to pay. Don't want to get him in trouble if they don't know about it.

I would stop by one day that he is working and bring him a coffee drink or a Smoothie

 

[MC355]

Great story OP. Glad there are still some people in retail that understands. Most people I meet now a days "sticks by the rules " and can't think outside of them.

But I have noticed Apple employees are some of the best around. Probably helping their brand image to keep customers satisfied!

 

[Max(IT)]

Am I the only one thinking the guy didn't know the procedure to process the repair so decided for the "gift" ?

 

[Ortiz7983]

Apple has waived the screen repair fee on new phones, before. It was less than a week old. Also they take the phone back to see what happened, where did it shatter, etc.

They did for me, on my 6 Plus, but I also had Apple Care.

I didn't have apple care. I got lucky I guess. Need to get it from now on.

 

[Ortiz7983]

Am I the only one thinking the guy didn't know the procedure to process the repair so decided for the "gift" ?

I think this is what really happened. But he could have easily asked someone how to do it but decided not too. Now, was it because he was just being helpful or cause he didn't want to look stupid, I don't know.

 

[Max(IT)]

I think this is what really happened. But he could have easily asked someone how to do it but decided not too. Now, was it because he was just being helpful or cause he didn't want to look stupid, I don't know.

well, good for you nevertheless !

 

[eddiehaskell]

Great!

to add to this :

most credit cards offer purchase protection for first 90 days. They usually reimburse u the cost of the product or the repair cost.

I think Discover does this up to $500 which would cover the cost of a screen. With a CC warranty for 3 months, the 6s reportedly being somewhat waterproof (toilet drops, puddles, etc), stronger glass, stronger aluminum and all the cases available - I'm sorta wondering if AppleCare+ is worth $230 ($130 + $100 service fee). Perhaps most folks would be better off putting that money toward debt that is likely at a 5%+ rate. Maybe just use a good case for at least the first year. Even if you do break your screen a few times, AppleCare doesn't really save any money. If it covered loss/theft is might be worth it.

 

[Abs_p]

I think Discover does this up to $500 which would cover the cost of a screen. With a CC warranty for 3 months, the 6s reportedly being somewhat waterproof (toilet drops, puddles, etc), stronger glass, stronger aluminum and all the cases available - I'm sorta wondering if AppleCare+ is worth $230 ($130 + $100 service fee). Perhaps most folks would be better off putting that money toward debt that is likely at a 5%+ rate. Maybe just use a good case for at least the first year. Even if you do break your screen a few times, AppleCare doesn't really save any money. If it covered loss/theft is might be worth it.

AMEX and discover offer warranties too. It extends the original warranty for another year and will reimburse you for the cost of repairs . I have had $269 refunded by amex twice in one year for out of warranty replacements. I dont see the point in buying applecare tbh when u have creditcard warranties and infact square trade is cheaper and equally effective.

 

[Gin Gin]

I've had experience with AMEX and a stolen phone and they would NOT reimburse it because I did not pay full retail.. So be careful with that. They said it could not be on any subsidized pricing or payment plan, which mine was the 2 year pricing at the time.

Discover also offers these protections.

I dropped my 3GS in water after having it about a week. AMEX Platinum reimbursed me for the cost of the OOW replacement. It was definitely a subsidized phone. That was 6 years ago though.