My Apple Store Nightmare (happy ending)

[Black Magic]

Today I was messing around and jumped on the hood of my friend's car while he was moving slowly in a parking lot. He slammed on his brakes and my phone flew out of my coat pocket, face down onto the asphalt. I knew right then and there that this was the end, this would be my first cracked iPhone. I picked it up and it was cracked horribly. So I made a genius bar appointment and went in to the Apple Store a few hours later, fully prepared to pay the $49 fee to have the screen replaced under my AppleCare Plus Protection Plan.
Once I started with a genius, I told him the situation. He said okay, we'll get that taken care of. Before he put my serial number in the system, I told him that my phone is jailbroken. He told me that since my phone is jailbroken, which is an illegal process, they can't service my phone because of that. I interrupted him and said "it is not illegal." He started saying something and I said "it is not illegal. Under the DMCA, it is 100% legal." I asked to speak with a manager and she told me it is their policy not to service an iPhone that is jailbroken, and that she was denying me service. I said "but I am paying for service to fix my accidental damage, I don't understand how jailbreaking affects it." She told me "the device has to have Apple iOS on it, and jailbreaking replaces iOS with non-Apple firmware." I told her that is incorrect, it still has iOS on it.
She told me "I'm not just singling you out, this is policy." I said "okay, show me where in your policy that it says you can deny me service if my phone is jailbroken." She pulled up the AppleCare agreement (which I've read a few times), and this was the first time she had ever read it. It says in the agreement that Apple will not provide technical support for non-Apple software. I said "okay I am not asking for technical support, I'm asking for hardware service (hardware service is referenced separately in the agreement)." She told me that everything they do under AppleCare is technical support, and I showed her where hardware service is mentioned as a separate service." This conversation went on for about 40 minutes.
At this point, it was clear she didn't know what she was talking about, so I asked to speak with another manager. She spoke with him and brought him over, and he agreed that they can perform service for me in the store with my jailbroken phone. So he put my serial number in the system, and it showed that my device had been replaced for a device that is not in my possession the day after I brought it in to be replaced because of issues with the volume buttons. So I had a "ghost" device, with no AppleCare. I spent another hour and a half waiting while the other manager was on the phone with AppleCare, getting my AppleCare Plus plan transferred to my device. Finally he got it transferred, and then performed the service on my phone. I maintained my calm attitude throughout, and because of that, and because of the 2.5 hours I wasted (while about an inch of dense snow collected on the roads), he offered to perform the repair for free.

So the moral of the story is: know your ****, stay calm, and don't surrender. It paid off for me.

Edit: here's a pic showing how bad the crack was:
Image

While I haven't read the entire thread, I gotta ask why did you feel the need to mention your device was jailbroken? I mean, it has absolutely nothing to do with why your phone was damaged. Why didn't you completely erase your phone before you took it up there knowing full well that they would be giving you a replacement phone more than likely?

I think the true moral of the story is to keep your mouth shut and don't volunteer unnecessary information unless asked. Loose lips sinks ships.

 

[lordofthereef]

Everyone seems to be quoting this:

http://support.apple.com/kb/ht3743

Apple strongly cautions against installing any software that hacks iOS. It is also important to note that unauthorized modification of iOS is a violation of the iOS end-user software license agreement and because of this, Apple may deny service for an iPhone, iPad, or iPod touch that has installed any unauthorized software.

Here is the deal. That doesn't cover Apple Care +. Apple Care + is its own deal. What you all are quoting is simply the 12 month standard warranty when you buy the phone. That is not what the OP was trying to use to get his phone fixed being that it was HIS FAULT that the damage occurred.

Here is that agreement (for the US), should you care to read it. Nowhere does it even mention software, because Apple Care + is 100% about hardware.

FFS... these forums have gotten more and more hostile lately.

 

[AlphaDogg]

While I haven't read the entire thread, I gotta ask why did you feel the need to mention your device was jailbroken? I mean, it has absolutely nothing to do with why your phone was damaged. Why didn't you completely erase your phone before you took it up there knowing full well that they would be giving you a replacement phone more than likely?

I think the true moral of the story is to keep your mouth shut and don't volunteer unnecessary information unless asked. Loose lips sinks ships.

Because I didn't want it to be a problem while they had my serial number on which they could write a note that I'm jailbroken.

 

[AlphaDogg]

Everyone seems to be quoting this:


Here is the deal. That doesn't cover Apple Care +. Apple Care + is its own deal. What you all are quoting is simply the 12 month standard warranty when you buy the phone. That is not what the OP was trying to use to get his phone fixed being that it was HIS FAULT that the damage occurred.

Here is that agreement (for the US), should you care to read it. Nowhere does it even mention software, because Apple Care + is 100% about hardware.

FFS... these forums have gotten more and more hostile lately.

Thanks man, I'm glad someone understands what I was trying to do. And to the people saying that I read that in order to pass a loophole: I read that when I bought AppleCare+, so that I could know the scope of my coverage.

 

[Cscottrun]

Everyone seems to be quoting this:


Here is the deal. That doesn't cover Apple Care +. Apple Care + is its own deal. What you all are quoting is simply the 12 month standard warranty when you buy the phone. That is not what the OP was trying to use to get his phone fixed being that it was HIS FAULT that the damage occurred.

Here is that agreement (for the US), should you care to read it. Nowhere does it even mention software, because Apple Care + is 100% about hardware.

FFS... these forums have gotten more and more hostile lately.

You agree to more than Apple Care + when you purchase an iPhone. Each piece of the phone has its own agreement, including the phone itself, the software, the original warranty, and Apple Care (if you purchase it). Just because the Apple Care warranty doesn't say something, doesn't mean the other terms don't. If you don't want to believe that, and you want to stick with only the Apple Care + agreement, then see my last post in this thread.

 

[I7guy]

Everyone seems to be quoting this:


Here is the deal. That doesn't cover Apple Care +. Apple Care + is its own deal. What you all are quoting is simply the 12 month standard warranty when you buy the phone. That is not what the OP was trying to use to get his phone fixed being that it was HIS FAULT that the damage occurred.

Here is that agreement (for the US), should you care to read it. Nowhere does it even mention software, because Apple Care + is 100% about hardware.

FFS... these forums have gotten more and more hostile lately.

Maybe because the OP started with a combative tone and a lot of chest thumping. That set the tone.

 

[Cscottrun]

I doubt anyone on this forum, or at least in this thread wouldn't agree that Apple should service jailbroken phones, iPads...etc. But when you walk into a store, and argue with employees who are doing their jobs, and are following orders from the higher ups, and argue like you know it all (when you clearly don't), you are bound to take heat from people.

 

[lordofthereef]

Thanks man, I'm glad someone understands what I was trying to do. And to the people saying that I read that in order to pass a loophole: I read that when I bought AppleCare+, so that I could know the scope of my coverage.

No problem!

I agree with others that it was probably foolish to point out that you had jailbroken the device. I know you mentioned you didn't want them to make a note in the system, however simply telling them you are jailbroken certainly won't stop anyone from doing that (if that even happens).

At the end of the day though, as much as people claim that Apple has the right to refuse even basic warranty service for a mechanical defect with a jailbreak, they really don't (again, speaking US here). In some cases it can be a fine line, but if something like your home button falls off (obviously nothing to do with software), that is a cut and dry case. There are laws that protect the consumer, similar to those that state if you change the color of the paint on your car, the manufacturer can't claim the warranty on your engine is void. I suppose the question is really whether you want to fight them, legally, assuming it came to that. My guess is that most would not, and so take every reasonable precaution (ie wipe jailbreak) before taking the phone in.

----------

You agree to more than Apple Care + when you purchase an iPhone. Each piece of the phone has its own agreement, including the phone itself, the software, the original warranty, and Apple Care (if you purchase it). Just because the Apple Care warranty doesn't say something, doesn't mean the other terms don't. If you don't want to believe that, and you want to stick with only the Apple Care + agreement, then see my last post in this thread.

You certainly agree to other terms. He voided his manufacturer's warranty. The thing is he bought an additional warranty in for physical damage. This wouldn't hold up in court for a second (this is going a bit into my previous post). Apple can't deny servicing a physically damaged piece of hardware for which the owner purchased an additional warranty specifically for such physical damage simply because it is running software that they do not approve of. Can they give you the boot when you come in complaining that your imessages aren't working or your email is no longer pushing or [insert software related problem here]? Absolutely.

 

[cnotes2019]

No problem!

I agree with others that it was probably foolish to point out that you had jailbroken the device. I know you mentioned you didn't want them to make a note in the system, however simply telling them you are jailbroken certainly won't stop anyone from doing that (if that even happens).

At the end of the day though, as much as people claim that Apple has the right to refuse even basic warranty service for a mechanical defect with a jailbreak, they really don't (again, speaking US here). In some cases it can be a fine line, but if something like your home button falls off (obviously nothing to do with software), that is a cut and dry case. There are laws that protect the consumer, similar to those that state if you change the color of the paint on your car, the manufacturer can't claim the warranty on your engine is void. I suppose the question is really whether you want to fight them, legally, assuming it came to that. My guess is that most would not, and so take every reasonable precaution (ie wipe jailbreak) before taking the phone in.

----------



You certainly agree to other terms. He voided his manufacturer's warranty. The thing is he bought an additional warranty in for physical damage. This wouldn't hold up in court for a second (this is going a bit into my previous post). Apple can't deny servicing a physically damaged piece of hardware for which the owner purchased an additional warranty specifically for such physical damage simply because it is running software that they do not approve of. Can they give you the boot when you come in complaining that your imessages aren't working or your email is no longer pushing or [insert software related problem here]? Absolutely.

If other companies can do it why can't Apple?

 

[lordofthereef]

If other companies can do it why can't Apple?

They can't... not if you challenge them (maybe in the courtroom)...

Simply modifying software (and in no way hardware) doesn't allow a company to decide that all physical hardware and extended warranties are voided. As mentioned, there can be a fine line here. But obvious faults, such as dropping and breaking the screen, which in no way have anything to do with software, can't legally be denied. They would have literally sold you a service that they are then unwilling to fulfill. Now, let's say you screen stops lighting up (and you are jailbroken). Well, now it is your (the consumer's) burden to prove that this symptom has nothing to do with the alterations you made and that it is, in fact, a hardware defect. You very well may be right here (that the JB didn't do it), but apple can make a strong case against you.

It's also important to distinguish what a company can do legally versus what they do in practice. Apple is not immune to class action lawsuites (that they have lost tens of millions in). Laws are there to protect you, but these companies will always push the boundaries. It sometimes ends up being the customers "job" to fight it, which for most people simply isn;t worth the time/effort/money/whathaveyou.

 

[Cscottrun]

No problem!

I agree with others that it was probably foolish to point out that you had jailbroken the device. I know you mentioned you didn't want them to make a note in the system, however simply telling them you are jailbroken certainly won't stop anyone from doing that (if that even happens).

At the end of the day though, as much as people claim that Apple has the right to refuse even basic warranty service for a mechanical defect with a jailbreak, they really don't (again, speaking US here). In some cases it can be a fine line, but if something like your home button falls off (obviously nothing to do with software), that is a cut and dry case. There are laws that protect the consumer, similar to those that state if you change the color of the paint on your car, the manufacturer can't claim the warranty on your engine is void. I suppose the question is really whether you want to fight them, legally, assuming it came to that. My guess is that most would not, and so take every reasonable precaution (ie wipe jailbreak) before taking the phone in.

----------



You certainly agree to other terms. He voided his manufacturer's warranty. The thing is he bought an additional warranty in for physical damage. This wouldn't hold up in court for a second (this is going a bit into my previous post). Apple can't deny servicing a physically damaged piece of hardware for which the owner purchased an additional warranty specifically for such physical damage simply because it is running software that they do not approve of. Can they give you the boot when you come in complaining that your imessages aren't working or your email is no longer pushing or [insert software related problem here]? Absolutely.

Stop pretending you know what your talking about. Do you know anything about parole evidence and full and partial integration?

 

[scaredpoet]

Because I didn't want it to be a problem while they had my serial number on which they could write a note that I'm jailbroken.

So, because you didn't want it to be a problem, you said something to ensure it was a problem??

If you hadn't said anything about your phone being jailbroken, they probably would've never noticed. Now, they certainly HAVE noticed, and there most likely is a note on there now.

I cracked my iPhone once too. Wanna know how the interaction at the Apple store played out?

Genius: I see that your iPhone appears to have come into contact with a hard surface.

Me: Yup!

Genius: Fortunately your iPhone 5 has Apple Care+. We can replace that for you for $49.

Me: Here's $49, thank you very much.

No exaggerations, that's how it went. No questions, no discussing what was on my phone. The Genius looked up my serial number and otherwise didn't want to know or care what I had installed on it. The screen was broken, and that was ALL that needed to be said.

By contrast, what you did was almost like not wanting to get arrested for having pot on you, and then going right to a cop who wasn't even giving you the time of day, and blurting out "I HAVE POT!! HEY WHY ARE YOU ARRESTING ME?!"

I get it. It's your phone, you should be able to install what you want on there. But I would think that, working in retail and knowing how it is, you'd also get that retail workers tend to be pretty low on corporate totem poles. Some cope by not caring. Others cope by following the rules a little too much. Either way, being that guy who looks for and makes a scene in a store to Stick Up For Your Rights, Maaaaan, doesn't really make much of a statement to the people who could actually do something about it. It just wastes time for the retail folks. And for you.

A long, long time ago, I used to work in retail, and the surest way for a service like this to go through smoothly was to not volunteer any information. If I didn't ask, then I didn't need to know. If you volunteered too much info but did it quietly, I might have pretended not to hear, if you were nice enough about it. But if my manager was listening and you blurted it out loudly, maybe because you WANTED to have a confrontation, well, now I had no choice but to give you a hard time.

 

[scaredpoet]

I think the true moral of the story is to keep your mouth shut and don't volunteer unnecessary information unless asked. Loose lips sinks ships.

Also: don't jump on people's car hoods for no reason at all. If that were my car, I'd be very happy that Apple didn't charge him anything for his broken iPhone... because now he could spend that money getting the scratches on the car buffed out.

 

[AlphaDogg]

Also: don't jump on people's car hoods for no reason at all. If that were my car, I'd be very happy that Apple didn't charge him anything for his broken iPhone... because now he could spend that money getting the scratches on the car buffed out.

What do you think I'm made of, sandpaper?!

 

[MacManTexas56]

Today I was messing around and jumped on the hood of my friend's car while he was moving slowly in a parking lot. He slammed on his brakes and my phone flew out of my coat pocket, face down onto the asphalt. I knew right then and there that this was the end, this would be my first cracked iPhone. I picked it up and it was cracked horribly. So I made a genius bar appointment and went in to the Apple Store a few hours later, fully prepared to pay the $49 fee to have the screen replaced under my AppleCare Plus Protection Plan.
Once I started with a genius, I told him the situation. He said okay, we'll get that taken care of. Before he put my serial number in the system, I told him that my phone is jailbroken. He told me that since my phone is jailbroken, which is an illegal process, they can't service my phone because of that. I interrupted him and said "it is not illegal." He started saying something and I said "it is not illegal. Under the DMCA, it is 100% legal." I asked to speak with a manager and she told me it is their policy not to service an iPhone that is jailbroken, and that she was denying me service. I said "but I am paying for service to fix my accidental damage, I don't understand how jailbreaking affects it." She told me "the device has to have Apple iOS on it, and jailbreaking replaces iOS with non-Apple firmware." I told her that is incorrect, it still has iOS on it.
She told me "I'm not just singling you out, this is policy." I said "okay, show me where in your policy that it says you can deny me service if my phone is jailbroken." She pulled up the AppleCare agreement (which I've read a few times), and this was the first time she had ever read it. It says in the agreement that Apple will not provide technical support for non-Apple software. I said "okay I am not asking for technical support, I'm asking for hardware service (hardware service is referenced separately in the agreement)." She told me that everything they do under AppleCare is technical support, and I showed her where hardware service is mentioned as a separate service." This conversation went on for about 40 minutes.
At this point, it was clear she didn't know what she was talking about, so I asked to speak with another manager. She spoke with him and brought him over, and he agreed that they can perform service for me in the store with my jailbroken phone. So he put my serial number in the system, and it showed that my device had been replaced for a device that is not in my possession the day after I brought it in to be replaced because of issues with the volume buttons. So I had a "ghost" device, with no AppleCare. I spent another hour and a half waiting while the other manager was on the phone with AppleCare, getting my AppleCare Plus plan transferred to my device. Finally he got it transferred, and then performed the service on my phone. I maintained my calm attitude throughout, and because of that, and because of the 2.5 hours I wasted (while about an inch of dense snow collected on the roads), he offered to perform the repair for free.

So the moral of the story is: know your ****, stay calm, and don't surrender. It paid off for me.

Edit: here's a pic showing how bad the crack was:
Image

still don't understand if JB had nothing to do with it why you even mentioned it? you wanted it to be an issue...otherwise, why would you mention it?

----------

What do you think I'm made of, sandpaper?!

you can still dent or scrap the paint on a car by jumping on it. your friend probably instantly thought "karma" is real.

 

[AlphaDogg]

still don't understand if JB had nothing to do with it why you even mentioned it? you wanted it to be an issue...otherwise, why would you mention it?

----------



you can still dent or scrap the paint on a car by jumping on it. your friend probably instantly thought "karma" is real.

I mentioned it because he was going to run a diagnostic. If he ran a diagnostic, he would see Cydia in the section where it lists "unsupported apps." I've seen the entire system, unlike most here.

 

[MacManTexas56]

I mentioned it because he was going to run a diagnostic. If he ran a diagnostic, he would see Cydia in the section where it lists "unsupported apps." I've seen the entire system, unlike most here.

so you knew that in advance and still didn't wipe the phone. karma twice

 

[AlphaDogg]

so you knew that in advance and still didn't wipe the phone. karma twice

If you read the thread, you'd know why I didn't wipe it....

 

[MacManTexas56]

If you read the thread, you'd know why I didn't wipe it....

i did read....and look at all the trouble you went through.

 

[JerseyDoug]

If you read the thread, you'd know why I didn't wipe it....

I haven't checked I here in awhile and now I remember why.

To the OP, glad things worked out for you.

Don't really understand all the judgement and negativity.

If the manager spent over an hour of his time trying to the extended warranty switched to the new phone, I'd say he knew the cracked glass was covered. And he waived the fee. Just sayin....

 

[I7guy]

Some of the thread responses are in line with the first post. Just sayin......

 

[AlphaDogg]

If the manager spent over an hour of his time trying to the extended warranty switched to the new phone, I'd say he knew the cracked glass was covered. And he waived the fee. Just sayin....

I'm quite happy with how it played out in the end!

----------------------

My friend's car is a 90's Honda CR-V with already not-so-great paint. He doesn't care that I jumped on it. And yeah, it was karma that it shattered. I take full responsibility for my actions.

I shouldn't have told the genius it was JB. I shouldn't have even come in the store with a JB phone, even though it should be obvious that a shattered screen is in no way related to the software on the phone.

Hindsight is 20/20. I'm not perfect, nor is anyone claiming superiority in this thread.

/thread

 

[S.B.G]

Mod note:

Thread closed by request.