New case didn't protect new iPhone, any recourse?

caspian915

macrumors member
Original poster
Dec 3, 2006
55
4
New Orleans, LA, USA
Not sure if this is the best forum for this question, but it's a start. My wife just bought a brand new iPhone 7 plus 2 weeks ago, along with a case at the local T-Mobile store. It has dropped a short distance twice--like 2.5 feet, not far, and the case has already cracked and there's a hairline fracture around the upper right corner of the phone.

Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.

Any positive suggestions and help is appreciated.
 

eyoungren

macrumors Core
Aug 31, 2011
21,180
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T-Mobile's not going to help you. They won't see this as anything out of the ordinary (yet another customer dropped their phone).

If you insist they will tell you that it's between you and the maker of the case.

If you don't get the run around from the maker of the case, the best you'll do is get a replacement out of them. There's fine print everywhere and using their case will have meant you agreed to it even if you never saw it. And that fine print will idemnify the case maker from any repair/replacements costs for the phone.

Not being harsh, just laying out how this will be seen/handled.
 

chscag

macrumors 68040
Feb 17, 2008
3,195
991
Fort Worth, Texas
Not sure if this is the best forum for this question, but it's a start. My wife just bought a brand new iPhone 7 plus 2 weeks ago, along with a case at the local T-Mobile store. It has dropped a short distance twice--like 2.5 feet, not far, and the case has already cracked and there's a hairline fracture around the upper right corner of the phone.

Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.

Any positive suggestions and help is appreciated.
Did you buy Apple Care Plus at the T-Mobile store or T-Mobile protection for the phone? Apple Care Plus minus a deductible will pay for a new screen but not the case. I can sympathize with your wife dropping the 7+. My hands are not large and the 7+ sometimes is hard for me to grip while trying to get it into one of my jeans pockets. Now that I have an iPad Pro my next iPhone will likely be the SE; smaller with less viewable screen but easily stowed away and held onto.
 

Applejuiced

macrumors Westmere
Apr 16, 2008
40,650
6,404
At the iPhone hacks section.
Realistically there's nothing you can do besides take responsibility for your accidental drop.
A case is not a guarantee that your phone will not get damaged. If it falls at a certain angle and gets hit the right way it can cause physical damage.
What do you have in mind for recourse? Sue the case manufacturer or the phone for breaking?
Did you end up charging the phone using a credit card that has accidental damage protection?
Do you have Applecare plus?
[doublepost=1498510998][/doublepost]
If you insist they will tell you that it's between you and the maker of the case.
How would it be between him and the case manufacturer?
A case doesn't come with a guarantee or insurance that the phone wont break.
 

eyoungren

macrumors Core
Aug 31, 2011
21,180
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How would it be between him and the case manufacturer?
A case doesn't come with a guarantee or insurance that the phone wont break.
T-Mobile is serving as the intermediary between the manufacturer of the case and the customer.

T-Mobile did not manufacture the case. They only sold it to OP.

Legally, the issue is between the manufacturer and the buyer.

T-Mobile may choose to be kind to the OP and replace the case for him, but unless he has insurance or AC+ they won't replace the phone.

But if they do replace the case don't think T-Mob won't be trying to get it's money back for the case from the manufacturer.
 
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Relentless Power

macrumors Nehalem
Jul 12, 2016
30,364
30,633
Not sure if this is the best forum for this question, but it's a start. My wife just bought a brand new iPhone 7 plus 2 weeks ago, along with a case at the local T-Mobile store. It has dropped a short distance twice--like 2.5 feet, not far, and the case has already cracked and there's a hairline fracture around the upper right corner of the phone.

Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.

Any positive suggestions and help is appreciated.
Regardless, cases and screen protectors are not guaranteed protection from accidental damage. They are merely an added layer of protection. But when you factor in the height, impact and over angle of the fall, that's all it can take to damage the iPhone. Unless you have Apple Care for instances like these, then you're ultimately reliable for the damages unfortunately.
 

Applejuiced

macrumors Westmere
Apr 16, 2008
40,650
6,404
At the iPhone hacks section.
T-Mobile is serving as the intermediary between the manufacturer of the case and the customer.

T-Mobile did not manufacture the case. They only sold it to OP.

Legally, the issue is between the manufacturer and the buyer.

T-Mobile may choose to be kind to the OP and replace the case for him, but unless he has insurance or AC+ they won't replace the phone.

But if they do replace the case don't think T-Mob won't be trying to get it's money back for the case from the manufacturer.
I understand, the store just sold the case.
But again why would the manufacturer be obligated to replace the case that the op broke?
Phone cases are sold with a warranty that they are not supposed to break?
Sounds to me like the OP is just looking for someone else to place the blame on and get out of having to pay for his damages.
Besides having Applecare plus, insurance or damage protection if he used a credit it with that type of coverage there is not any place else he can deflect the financial responsibility on.
 
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eyoungren

macrumors Core
Aug 31, 2011
21,180
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Case-Mate Warranty


[doublepost=1498512047][/doublepost]
But again why would the manufacturer be obligated to replace the case that the op broke?
Phone cases are sold with a warranty that they are not supposed to break?
If they offer a warranty then the OP is subject to their terms of the warranty. If OP meets those terms then they are obligated.

But most, if not all, case manufacturers make damn sure that their warrantys do not cover the cost of a damaged phone.

I think OP is looking for any hail mary avenue of recourse he may have.

He doesn't have any.
 

Applejuiced

macrumors Westmere
Apr 16, 2008
40,650
6,404
At the iPhone hacks section.
Case-Mate Warranty


[doublepost=1498512047][/doublepost]
If they offer a warranty then the OP is subject to their terms of the warranty. If OP meets those terms then they are obligated.

But most, if not all, case manufacturers make damn sure that their warrantys do not cover the cost of a damaged phone.

I think OP is looking for any hail mary avenue of recourse he may have.

He doesn't have any.
I see, so the most he could get if he contacted the manufacturer of the case is get a new case.
And from the manufacturers website below:

If My Device Gets Dropped Does The Case-Mate Warranty Cover Damage To My Device?
Modified on: Mon, 20 Feb, 2017 at 11:32 PM

Great question. First of all - don't drop your device! :)

Okay .... now that we have that off our chest let's answer your question.

Our official policy is: "All case-mate products are fully guaranteed against defects in materials or workmanship. Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse or modification of the product. Additionally, the warranty does not cover damage to your device as a result of the use of any Case-Mate product."

Our cases are designed with impact resistance in mind. Clearly we offer different levels of protection for your device. We want to help you protect it. Bottom line, any time a device is dropped, even from the smallest of heights, there is risk of damage. There is not a case on the market, from any case manufacturer, that can guarantee you 100% protection. Make the best case choice for your lifestyle!!
 

eyoungren

macrumors Core
Aug 31, 2011
21,180
13,021
ten-zero-eleven-zero-zero by zero-two
I see, so the most he could get if he contacted the manufacturer of the case is get a new case.
And from the manufacturers website below:

If My Device Gets Dropped Does The Case-Mate Warranty Cover Damage To My Device?
Modified on: Mon, 20 Feb, 2017 at 11:32 PM

Great question. First of all - don't drop your device! :)

Okay .... now that we have that off our chest let's answer your question.

Our official policy is: "All case-mate products are fully guaranteed against defects in materials or workmanship. Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse or modification of the product. Additionally, the warranty does not cover damage to your device as a result of the use of any Case-Mate product."

Our cases are designed with impact resistance in mind. Clearly we offer different levels of protection for your device. We want to help you protect it. Bottom line, any time a device is dropped, even from the smallest of heights, there is risk of damage. There is not a case on the market, from any case manufacturer, that can guarantee you 100% protection. Make the best case choice for your lifestyle!!
Yep!

And from here

Spelled out at the very top. In the legalese version of what you posted.

Limitations on Warranty

Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse or modification of the product. Additionally, the warranty does not cover damage to your device as a result of the use of any Case-Mate product.

Case-Mate reserves the right to send a replacement product of similar value and design. Warranty replacements are provided based on product availability, and are extend only within the same device or product line as the original purchase. Product line substitutions are not available.
This is what I meant by all the fine print you don't know you're agreeing to when you agree to use a product.
 

LoveToMacRumors

macrumors 68020
Feb 15, 2015
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Canada
I think the root of the problem is not the case or whatever, it's the fact that the 7 Plus is way too big for your wife. It's a matter of time before she drops it weirdly and something goes wrong.
 
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Applejuiced

macrumors Westmere
Apr 16, 2008
40,650
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At the iPhone hacks section.
I think the root of the problem is not the case or whatever, it's the fact that the 7 Plus is way too big for your wife. It's a matter of time before she drops it weirdly and something goes wrong.
People have been dropping cellphones since forever.
Doesn't matter if they are big or small phones or hands.
It happens.
 

LoveToMacRumors

macrumors 68020
Feb 15, 2015
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Why would you say that? A guy with huge meathooks has never dropped his iPhone?
No but, is it easier to hold a golf ball or baseball ball in your hand?

I understand your point some people are more clumsy than others, but her wife dropped it twice in 2 weeks. That's an average of 52 times a year. I think it's logical at this point maybe a SE or 4.7" iPhone might have been a more logical choice.
 
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dwfaust

macrumors 603
Jul 3, 2011
5,482
6,179
Not sure if this is the best forum for this question, but it's a start. My wife just bought a brand new iPhone 7 plus 2 weeks ago, along with a case at the local T-Mobile store. It has dropped a short distance twice--like 2.5 feet, not far, and the case has already cracked and there's a hairline fracture around the upper right corner of the phone.

Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.

Any positive suggestions and help is appreciated.
You're on you own here... the case will protect the phone to some extent (varies by phone/case combination)... but there's typically no recourse. Go to T-Mo and beg your case... but don't count on getting any assistance.
 
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Brandonjr36

macrumors 68000
Sep 12, 2016
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Call an add insurance to it. Just make sure you call the 611 number so they don't ask to see the phone then call back in about 2 weeks and make a claim. Or call apple and purchase applecare
 

dwfaust

macrumors 603
Jul 3, 2011
5,482
6,179
Call an add insurance to it. Just make sure you call the 611 number so they don't ask to see the phone then call back in about 2 weeks and make a claim. Or call apple and purchase applecare
Yeah, buddy. Insurance fraud to the rescue. Don't be that guy.
 
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JPack

macrumors 601
Mar 27, 2017
4,681
7,006
Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.
The problem is you bought a really cheap case worth $1.

If you buy a cheap case, at least buy one that has a good design. Most drops are on the corner, so choose a silicone case with good corner protection.

https://www.aliexpress.com/item/PZOZ-For-iphone-7-Case-Silicone-Cover-For-iphone-7-Plus-Transparent-Color-Slim-Shockproof-Phone/32763986895.html
 

dwfaust

macrumors 603
Jul 3, 2011
5,482
6,179
Oh yeah cause they can prove that he broke it before he added the insurance. Not that big of a deal. The phone insurance companies screw us everyday.
Whether or not the insurance company can (or even should have to) prove the breakage occurred after the insurance was purchased is totally beside the point.

It's morally wrong... and against the law. One buys insurance before any damage occurs to help offset the cost or impact of said damage. Buying it after there's damage (and only if there's damage) is wrong, illegal, and drives up the cost for the law-abiding members of society. Spinning it to justify the fraud doesn't make it right.

This, in a nutshell, is a prime example of what's wrong with society.
 
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EDH667

macrumors 6502a
Nov 25, 2009
968
213
Northern California
Not sure if this is the best forum for this question, but it's a start. My wife just bought a brand new iPhone 7 plus 2 weeks ago, along with a case at the local T-Mobile store. It has dropped a short distance twice--like 2.5 feet, not far, and the case has already cracked and there's a hairline fracture around the upper right corner of the phone.

Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.

Any positive suggestions and help is appreciated.
Depending on how your wife paid for the iPhone, many credit cards cover 90 days of accidental damage.
 

canuckRus

macrumors 6502a
May 18, 2014
538
171
Not sure if this is the best forum for this question, but it's a start. My wife just bought a brand new iPhone 7 plus 2 weeks ago, along with a case at the local T-Mobile store. It has dropped a short distance twice--like 2.5 feet, not far, and the case has already cracked and there's a hairline fracture around the upper right corner of the phone.

Does anyone know of any good recourse for something like this? I know cases aren't perfect and I know dropping is the fault of the owner, but I figure the money spent on the case and screen protector should be worth SOMETHING.

For reference, we bought Apple iPhone 7 Plus PureGear Tempered Glass Screen Protector and Apple iPhone 7 Plus Case-Mate Naked Tough Case.

Any positive suggestions and help is appreciated.
#23 offers best solution. Using household insurance, if a consideration on the other hand could come back and bite you premium wise upon renewal.
 
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