Leaked Apple Document Outlines Apple's iPhone Repair Rules

[Septembersrain]

Wait. So if I get a device, I should make sure to open it right in front of everyone in an store because what if the battery swells during shipping? How about any other damage? Oh man.

You guys better record opening your phones if you're getting them shipped to you!

 

[JacquesleMac]

Unfortunately not my experience with Apple...my first gen IPod Touch developed a headphone fault after around 14 months and all they offered me was a 10% voucher against a gen 2 device.

Because my iPad Air 2 was purchased in Singapore (duty free purchase at airport) and developed a fault after around 6 months, they initially refused to service it at all (I live in UK). Ultimately they did swap it, on the understanding that a signed a waiver that I would not receive a replacement if another fault developed.

I read plenty of stories about Apple any their tremendous aftercare, and I have no doubt that they are true, but sadly not my own personal experience....very ordinary indeed.

Edit: to be fair I did benefit from the first gen iPod nano replacement program

[doublepost=1504395754][/doublepost]Sounds like Apple were generous...

 

[MRrainer]

You’re most likely being asked to put a hold on your credit card because you’re sending the unit out for repair vs having service in person. take it to a store.
[doublepost=1504361129][/doublepost]
Before your AppleCare+ is over you can renew it but only for AppleCare which doesn’t include accidentals.

Really?

I don't have an iPhone covered under AC right now, but when I buy a new one, I'm going to put it under warranty.

I'm going to ask about this then.

 

[mrdomsays]

Does anyone know what the repair rule is for battery use? My iPhone has lost 10% of the battery capacity, it's more noticeable than I thought it would be.

 

[cfurlin]

My iPhone 7 128GB recently had a NAND Flash memory failure. Infamous error 4013! I got the runaround at the Apple store for 2 hours and was told to come back when they were less busy. Even though I had warranty and insurance I wrote the phone off and slipped my SIM into a new Android model!

^^^ The unhappy Apple user's equivalent of the gamer's "I quit!" drama post?

 

[charlituna]

I live in the US. Maybe you just haven’t spoken to right person.

well why don't you enlighten folks as to whom this right person is so we can all renew our apple care.

 

[eyez73]

I've had many issues with Apple in the UK and their "support"

I've had a number of customers who have had terrible support from them.

I'm wondering if it's a UK issue.

Unfortunately not my experience with Apple...my first gen IPod Touch developed a headphone fault after around 14 months and all they offered me was a 10% voucher against a gen 2 device.

Because my iPad Air 2 was purchased in Singapore (duty free purchase at airport) and developed a fault after around 6 months, they initially refused to service it at all (I live in UK). Ultimately they did swap it, on the understanding that a signed a waiver that I would not receive a replacement if another fault developed.

I read plenty of stories about Apple any their tremendous aftercare, and I have no doubt that they are true, but sadly not my own personal experience....very ordinary indeed.

Edit: to be fair I did benefit from the first gen iPod nano replacement program

 

[Tiger8]

I've had many issues with Apple in the UK and their "support"

I've had a number of customers who have had terrible support from them.

I'm wondering if it's a UK issue.

No, it went downhill worldwide.

 

[roguemountain]

Wow, you guys can't read lol! It says that it will cover single hairline cracks if there's no additional enclosure damage and you guys wrote it will be covered even if the phone is damaged.... Reread your stuff lol... and I'd be surprised if it's covered when there's liquid too!

 

[lolkthxbai]

Really?

I don't have an iPhone covered under AC right now, but when I buy a new one, I'm going to put it under warranty.

I'm going to ask about this then.

well why don't you enlighten folks as to whom this right person is so we can all renew our apple care.

Ask for an AppleCare administrator, I believe they’re the only ones that can do this.

 

[bobmepp]

I've been an Apple customer for almost 5 years. Out of the 6 devices I have bought, two were replaced and one had a recall repair. The first was an iPad air, and clearly, the staff at my local Apple store followed the guidelines to replace it due to a very tiny chip in the corner of the glass without impact damage in the case, that I was pretty sure was there when I bought it. I think the guidelines are very customer oriented as I can imagine many other products where such a slight flaw would be denied coverage or blamed on the user.

This year I had a 6 core Mac Pro replaced when I tried to wake it from sleep and found it to be hot and non-responsive. Likely it was a failed graphics card which has been a known issue with some of the 6 core standard cards. The same store staff suggested leaving it for evaluation and possible repair, but I argued that it was less than a month old, and a customer should not have to be without a unit that new (and expensive) while awaiting repair. They didn't argue and replaced it on the spot.

The recall was a battery replacement on my wife's 6s -- the same store as mentioned above (Grand Rapids, MI) completed this in 1/2 hour! So overall, I couldn't be happier with all of the service I have received.

 

[ani4ani]

[doublepost=1504395754][/doublepost]Sounds like Apple were generous...

On what basis?

In the first case, they offered absolutely nothing, and in the second they only eventually gave me what they were legally obliged to do, only after I waived basically the balance of my warranty? (Should also add, that i had to wait 23 days for a genius appointment to even discuss my issue with the iPad)

Ironically, when my galaxy S3 had issues, Samsung sent me a brand new Galaxy S4 without me having to return my phone, totally no quibble.
[doublepost=1504470758][/doublepost]

I've been an Apple customer for almost 5 years. Out of the 6 devices I have bought, two were replaced and one had a recall repair. The first was an iPad air, and clearly, the staff at my local Apple store followed the guidelines to replace it due to a very tiny chip in the corner of the glass without impact damage in the case, that I was pretty sure was there when I bought it. I think the guidelines are very customer oriented as I can imagine many other products where such a slight flaw would be denied coverage or blamed on the user.

This year I had a 6 core Mac Pro replaced when I tried to wake it from sleep and found it to be hot and non-responsive. Likely it was a failed graphics card which has been a known issue with some of the 6 core standard cards. The same store staff suggested leaving it for evaluation and possible repair, but I argued that it was less than a month old, and a customer should not have to be without a unit that new (and expensive) while awaiting repair. They didn't argue and replaced it on the spot.

The recall was a battery replacement on my wife's 6s -- the same store as mentioned above (Grand Rapids, MI) completed this in 1/2 hour! So overall, I couldn't be happier with all of the service I have received.

All excellent as you indicate....pity the products weren't very reliable? 50% with issues.

 

[RubberShoes]

Total ****ing ********. Went in because my haptic engine died and was denied any warranty service because they found liquid damage. Complete news to me.

 

[obiwan]

You should. I had mine fixed last year and it hasn’t moved since.

Yeah, I have this too on my iPhone 6 - but it's more than a year old, so does this mean it would be an out of warranty repair? Confused.

 

[A Hobo]

Wow.. Apple really tightens up as to what can be covered and what's not.

A single hairline crack determines at which point u would be or not be covered?

If there's a single uninterrupted crack with no dents or impact marks from point of crack it would be treated like a cosmetic fault and repair FOC under warranty.

If there's spidering cracks, more than one, shattered glass, a dented enclosure where the crack has emanated from or any signs of obvious accidental damage then you have to pay for the glass replacement.
[doublepost=1504541571][/doublepost]

so does this mean it would be an out of warranty repair? Confused.

Yes

 

[negativzero]

I had my iPhone sent in for repairs after I couldn't boot it up. They found water damage on the inside even though the external LCI was not triggered. After a back and forth debate with a senior advisor and a product specialist, the repair fee was waived as it was an abnormal case.

 

[DocZoidberg]

I refuse to believe that "internal use" document was designed by any Apple employee, it's hideous.
I worked for Dyson HQ a while back even they have super strict brand guides to follow, even temporary cafe signs had to be styled and approved.

 

[Blu Reel]

so where's the VMI for battery expanding and separating the case scenario? Had my laptop battery replaced because it was considered a safety issue. But my iPhone 6? not covered. So, iPhone battery leaking onto my leg while in my pocket isn't considered that unsafe compared to my laptop battery leaking?

 

[A Hobo]

so where's the VMI for battery expanding and separating the case scenario? Had my laptop battery replaced because it was considered a safety issue. But my iPhone 6? not covered. So, iPhone battery leaking onto my leg while in my pocket isn't considered that unsafe compared to my laptop battery leaking?

If the battery expands in the first 2 years it's covered.
After 2 years you can replace the device for just the price of the battery, a paltry 80 dollars plus tax.

 

[bobmepp]

All excellent as you indicate....pity the products weren't very reliable? 50% with issues.

Do I wish I hadn't had any problems at all? Of course. But look at the follow up experience: the new battery in my wife's iPhone has been perfect, the replacement MacPro has been exactly what I expected, and then some, and the iPad "issue" was a tiny chip that almost required a magnifiying glass to see. I forgot to mention a completely trouble free iPad 4 that we sold for $200 after 4 years of heavy use, a MacMini that I sold for $675 after 4 years of heavy use, and an iPad pro 9.7 that has been perfect from day one. The thing about how Apple handled these issues is: 1.) were they dealt with effectively and pleasantly? and 2.) did the issue re-occur? The answers in my case have been yes, and no; therefore I am a satisfied customer who has confidence that future issues will be handled as effectively as these were. Reliability is an overall picture, a combination of the device, and the support you receive from the company.

 

[RumMunkey]

Total ****ing ********. Went in because my haptic engine died and was denied any warranty service because they found liquid damage. Complete news to me.

And? What's your point? Liquid Damage can't be present because you don't recall a specific incident where that happened?


Because that's not how that works...

 

[too many Macs]

Is there a link to download this document?

 

[kdarling]

I've read that store managers have a monthly slush fund for being generous with repairs and replacements. If it's empty though, too bad

If true, that would explain why sometimes people get extraordinary service and sometimes not.

Anyone know?

 

[seancca]

And? What's your point? Liquid Damage can't be present because you don't recall a specific incident where that happened?


Because that's not how that works...

OH my word when I worked at apple I would get that so much. Well I didn't put my phone in water. I am not saying you did sir just there are signs of liquid damage.

 

[petervivian]

A leaked Apple "Visual/Mechanical Inspection Guide" shared this afternoon by Business Insider provides some insight into how Apple's repair policies work, highlighting how Apple determines when to offer an in-warranty repair, an out-of-warranty repair, or a denial of service.


Article Link: Leaked Apple Document Outlines Apple's iPhone Repair Rules

That's why I quit samsung and come back to Apple. I had a single crack on the screen (no impact point) of a Galaxy in the first week samsung refuse the warranty.