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Is the SIM tray covered by waranty on iphone 6s Plus?

C

ChrisPic

macrumors newbie
Original poster
Jan 13, 2016
5
3
My sim card tray was faulty on my 6s Plus ( didn't fit properly as recessed too far making the surround sharp - to the extent I cut myself)

This was the case from day one.

I took the phone back only to be told that the sim tray was not covered by any guarantee / waranty...

Is this so?

Many thanks for any info, particularly any that is provided by apple.

Chris.
 
Newtons Apple said:
Who did you return it too, Apple?

Worst comes to worst you can but them pretty cheap.
Click to expand...

I emailed the business manager at the Apple store. I explained that I had purchased 3 iphones in October and that they had all been in the Apple leather shell case, but one of the cases had gone tacky after getting damp. I explained that on removing the case, I discovered the sim tray was recessed too far and was leaving a sharp edge - so sharp that it cut me.

His initial reply had no apology in it and stated that I may have to pay for a replacement sim tray - to which I replied that it was under warranty and also that he should consider I have spent about £6K in that shop since October - just on iphones for my staff. He then replied, saying that they would need to inspect the phone to see if there was any accidental damage (which there was not) and then they could replace the sim tray if I had not damaged it - which I had not.

In the store, they told me the sim tray was not covered by the apple warranty and that as I was a business customer, the UK sale of goods act did not apply and I would have to pay £7 for a new sim tray.

I explained that the phone was under warranty and that unless they replaced the defective sim tray with a new one for free I would not purchase any more products.

He "spoke with his manager" and said on this one occasion, they would replace the £7 sim tray for free, but reiterated that it was as an act of good will!

Have never been so disgusted with treatment from a supplier in my life - particularly considering that they keep phoning me to see what I will buy next.

I have found the contact details of the UK MD and will be sending them an email alerting them to the behaviour of the staff in this specific apple store.

We dumped Blackberry a few months ago due to poor quality and bad support - Looks like my local Apple store would rather have £7 for a sim tray that an annual spend of about £35K

All I want to know is - does anyone know if the sim tray is excluded from the warranty - I cant see how it can be myself under UK law.

Cheers,

Chris.
 
It seems that Apple's service is different in other countries as in the USA, I can not see them not handing you another SIM tray without question.

Not sure if I would leave Apple over this but that is a choice we all make.

Good luck.
 
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I cannot speak for Apple cause I never had any issue with their phone, but for the rest of the pack the tray is definetly NOT covered by warranty, not even the damage made by it (sim adapter and such).
 
My iPhone stopped reading my sim card which I took it to the Applestore and the entire iPhone was replaced without hesitation. Your issue may be a bit different, but I can't imagine that if your tray sinks into the iPhone that they wouldn't just give you another tray at least. Maybe you should try another store or call Apple.

Every once in awhile you get a person who just isn't customer service focused.
 
ppcebay said:
I cannot speak for Apple cause I never had any issue with their phone, but for the rest of the pack the tray is definetly NOT covered by warranty, not even the damage made by it (sim adapter and such).
Click to expand...
Well, the US the warranty states:
the Apple-branded iPhone, iPad or iPod hardware product and accessories contained in the original packaging (“Apple Product”) against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser
Click to expand...

I would consider anything that came in the box including the iPhone, its SIM tray, the headset, power brick, USB cable, and the SIM tool to fall under that.
 
ChrisPic said:
I emailed the business manager at the Apple store. I explained that I had purchased 3 iphones in October and that they had all been in the Apple leather shell case, but one of the cases had gone tacky after getting damp. I explained that on removing the case, I discovered the sim tray was recessed too far and was leaving a sharp edge - so sharp that it cut me.

His initial reply had no apology in it and stated that I may have to pay for a replacement sim tray - to which I replied that it was under warranty and also that he should consider I have spent about £6K in that shop since October - just on iphones for my staff. He then replied, saying that they would need to inspect the phone to see if there was any accidental damage (which there was not) and then they could replace the sim tray if I had not damaged it - which I had not.

In the store, they told me the sim tray was not covered by the apple warranty and that as I was a business customer, the UK sale of goods act did not apply and I would have to pay £7 for a new sim tray.

I explained that the phone was under warranty and that unless they replaced the defective sim tray with a new one for free I would not purchase any more products.

He "spoke with his manager" and said on this one occasion, they would replace the £7 sim tray for free, but reiterated that it was as an act of good will!

Have never been so disgusted with treatment from a supplier in my life - particularly considering that they keep phoning me to see what I will buy next.

I have found the contact details of the UK MD and will be sending them an email alerting them to the behaviour of the staff in this specific apple store.

We dumped Blackberry a few months ago due to poor quality and bad support - Looks like my local Apple store would rather have £7 for a sim tray that an annual spend of about £35K

All I want to know is - does anyone know if the sim tray is excluded from the warranty - I cant see how it can be myself under UK law.

Cheers,

Chris.
Click to expand...
Whom ever you spoke to is talking out of there.. I won't continue.

Let's clear up a few things. Apple couldn't give a rats if you spend 35k in store or £25 on a rubber thingy you'll get dealt with pretty much the same. However if you have a business account with them for express replacements etc then your entitled to those services.

The iPhone's defect is just that. A defect. Take it into an Apple Store and have it looked at.
 
"against defects in materials and workmanship when used normally in accordance with Apple's published guidelines"

Some could say that "you are using it wrong".

It is a slim line there, as i said from personal experience other manufacturer do not in any case cover the tray and it's related issue, as for Apple i don't know how they would react to that request, but I am sure they will do the right thing, they always have (at least with me) and have top notch support.
 
ppcebay said:
"against defects in materials and workmanship when used normally in accordance with Apple's published guidelines"

Some could say that "you are using it wrong".

It is a slim line there, as i said from personal experience other manufacturer do not in any case cover the tray and it's related issue, as for Apple i don't know how they would react to that request, but I am sure they will do the right thing, they always have (at least with me) and have top notch support.
Click to expand...
It also says that "published guidelines" means the manuals in the box.
venomgt95 said:
No, not since the 3GS
Click to expand...
The iPhone 6s and 6s Plus has the IMEI on the SIM tray.
 
I'm going to speculate a bit on the social dynamic of the interaction with Apple.

You raised several points in corresponding with the manager that may have obscured the key points. It's immaterial whether the leather case got damp and tacky and that you therefore removed it. That may have triggered an "accidental damage" suspicion in that manager's brain. And any mention of how much money you spend tends to be counter-productive - it's not a matter of whether you're more deserving of service than someone else; a defect is a defect. Meantime, implied threats tend to trigger the "fight or flight" response.

What is material is that the SIM tray is too deeply recessed. If it's too deeply recessed due to a defect in workmanship or materials, it is most definitely covered by warranty. If the manager suspects that it's too deeply recessed because of physical abuse... I'd put the burden on the manager to prove the assertion. (And I mean product abuse - if normal use can trigger a situation of that sort, it should still be classified as a defect.)

If it's so sharp that you can be injured, that is a key point to make. Product safety is important. Again, if the situation is not due to accidental damage or product abuse, it's Apple's responsibility.

If someone says, "Why didn't you discover that sooner," you can explain that it had a protective case, but you didn't discover it until you removed it from the case. Anything else is "too much information."
 
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Made a complaint to Apple today - they confirmed the SIM tray is covered by the warranty and that the store was providing incorrect information and should have replaced it without charge.

They have started an internal complains procedure against the store.

I think some basic training, like to say "sorry for any inconvenience", not after arguing with them for ages to tell a customer "we will do it this one time"

Impressed with their complaints procedure, just appears a few people in store are behaving unprofessionally.
 
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Don't see why not, as long as theres no user damage to it, like if you try to forcibly put it upside down or something.
 
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