Just common sense. I know that what you went through sucks but it does happen at times no mater if its a small or a big company.
I'm sure Apple will make it right for you and they will not rip you off.
They might make mistakes but they have great customer service and will take care of it.
No one here cares if you make a video or threaten to post it viral and create bad publicity for Apple.
We don't work or are affiliated with the business. We're all end users/consumers just like you.
Not sure why you think threatening here whatever actions you'll take if this and that happens that you will do this and that would make any difference to Apple.
It's not the end of the world. Like I said, worst case scenario, a third party will fix it for me.
With that said, I imagine non-Apple Fanboys will find a series of videos documenting the utter failure of Apple to meet their AppleCare obligations to be VERY interesting. If this gets to two failed attempts at the Apple Store and two failed mail-ins, only to be fixed in the end by Assurion, I imagine such a series of videos has potential to go viral rather quickly if they were to hit social media, no? If Apple Support doesn't want to make this situation right, I imagine the Apple Public Relations department will. This never should have even gotten to having to go make attempt three to get this fixed. Hopefully it doesn't go past four attempts.
One way or another, I'll get a fixed iPhone. Either with AppleCare or a third party. Just sucks I have to spend so much time and money doing it.
Clearly there is a mistake or misunderstanding somewhere. Why don't you contact Apple directly and Ask if there is any notations on the account on why they're sending the phone back. They will make it right One way or the other if you're being truthful about what you're saying.
If the OP's situation is what they say it is, Apple made a mistake and will rectify it. I'm Not being accusatory of what happened to the iPhone and nor did I state the OP was being dishonest. I indicated IF all the details are accurate, then the iPhone will be covered. Either Apple made a mistake with the iPhone being sent back or they determined something else happened to the iPhone that has not been disclosed here.
If the OP's situation is what they say it is, Apple made a mistake and will rectify it. I'm Not being accusatory of what happened to the iPhone and nor did I state the OP was being dishonest. I indicated IF all the details are accurate, then the iPhone will be covered. Either Apple made a mistake with the iPhone being sent back or they determined something else happened to the iPhone that has not been disclosed here.
I'm sure you'd like it if I sat down and wrote letters to corporate (that would go nowhere) rather than make public what is going on, because that would protect the image of your favorite company, right? You know full well this is gross incompetence on Apple's part, and I'm not even going to entertain this suggestion. No reasonable person would see a phone with a cracked display like that and argue it somehow is not a covered issued under AppleCare+ and that at this point is WELL below the service commitment of Apple under the terms of the service plan they are selling.
I've looked at the Apple Care+ plan and i notice a couple of things
2.2 Services for Accidental Damage from Handling ("ADH Service")
If, during the Plan Term, you submit a valid claim by notifying Apple that the Covered Device has failed due to accidental damage from handling resulting from an unexpected and unintentional external event (such as, drops and damage caused by liquid contact) (“ADH”), Apple will, subject to your payment of the service fee described below, either (i) repair the defect using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Device with a replacement product that is new or equivalent to new in performance and reliability. Each time you receive services for ADH is a “Service Event”. Exclusions apply as described below. Further, services for ADH expire and all of Apple’s obligations to you under this section are fulfilled in their entirety once Apple has provided to you two (2) Service Events.
The following service fees apply to each Service Event:
iPhone:
Screen Only Damage: US$29 (CAN$39)
All Other Damage: US$99 (CAN$129)
iPad: US$49 (CAN$49)
iPod: US$29 (CAN$29)
Apple Watch (excluding Edition and Hermès): US$69 (CAN$89)
Apple Watch (Edition and Hermès): US$79 (CAN$99)
For iPhone - Screen Only Damage, the Covered Device must have no additional damage beyond the screen, including, but not limited to, a bent or dented enclosure, that would prevent Apple from replacing the screen on the Covered Device. Covered Devices with additional damage will be charged as iPhone All Other Damage.
5. Service Options
(c) Express Replacement Service (“ERS”) or do-it-yourself (“DIY”) parts service. ERS is available for certain Covered Equipment. ERS is not available for iPod, iPhone Screen Only claims or iPad Connectivity Devices.
Your phone was dropped therefore it is classed as ADH as specified in 2.2 of the Apple Care+ plan, therefore a service fee applies. You followed the correct procedure for getting your phone repaired. The Apple store did not have replacement parts so they suggested you use the mail-in service. Now this is where things get messy. The mail-in service sent your phone back non repaired. Looking back at the plan i notice at the end of 2.2 of which i have quoted, it states that if there is any additional damage, damage that could prevent a replacement screen from being fitted, the service repair would come under 'iphone All other damage'. The question now is, does your phone have any additional damage beyond the broken screen? If so, this would prevent Apple from replacing the screen.
The phone came in for a standard service repair of a screen replacement. Now if the service technician noticed there was additional issues with the phone that went beyond just a screen replacement, the repair would be refused. The phone was sent back to you non-repaired. Now, did Apple included any documentation with the package explaining why the repair was refused, did they highlight in any additional documentation that they found additional issues with the phone that halted the screen replacement?
During this time you noticed in the forum members mention something about ERS (Express Replacement Service) which I assume you tried to get your phone repaired using this method but you will notice under section 5 of the Apple Care+ document ERS is not available for iphone screen only claims, which is what your claim is under, iphone screen replacement. Therefore, again, your phone would have been sent back to you because it did not comply with the terms of the Apple Care+ plan.
To me it is a case of both you and Apple being at fault here, you for not understanding the Apple Care+ plan properly and Apple for not having due diligence in dealing with a customer who does not understand Apples service repair procedures, of which the customer is not required to know, hence why it's Apple's responsibility to help the customer understand why things have gone the way they did.
If you have the need to contact Apple again, firstly look at any documentation that was with the iphone when it was returned to you, do they highlight anywhere why it was returned non-repaired? If not, ring their support number again, find out if your iphone was designated as a 'ADH'. If it was, then ask if any additional damage beyond the screen was identified, if the answer is no then your iphone would be classed as a simple 'iphone screen replacement', with a service charge of $29. You can then ask, to the point of demanding why this repair was not carried out. On the other hand, if response comes back over the phone that additional damage was identified, there by the service repair changing from a screen replacement to 'All other damage', why was you not contacted to inform there was an issue and approval needed to carry out the repair.
Knowing what is written in the Apple Care+ document and therefore knowing what questions to ask on the phone to Apple support is highly important.
Obviously something is fishy. Maybe the OP is being 100% truthful about everything, but like many others, it's reasonable to have doubts given the extremely unusual story. Not like we have dozens of incidents like this happening every year... It was probably nothing, but maybe it was a grand conspiracy to inconvenience the OP.
If not, Apple missed a screen repair. Maybe they thought it was sent in for a different reason. Believe it or not some people (especially teenagers, from what I've seen) don't mind having a shattered screen, and know that even if they fix it, it'll just be a few hours before it happens again anyway, so why bother?
Apple could have also just dropped the ball entirely. It certainly happens, even if it's rare. It's not "outrageous". No one should be fired over it. If it was a mistake, that's all it was. Apple doesn't benefit in ANY way by intentionally doing something like that.
Send it back in, go to a store, or use express replacement.
Or sell everything Apple you own, throw a tantrum, and never buy anything Apple again.
But if you do that, it's pretty obvious Apple wasn't the real problem here
Yikes, IDK why so many are giving the OP a hard time, I would be pissed to if I were going through the same thing. It wasn't just 1 simple mistake, it was a series of stupidity that I wouldn't expect from apple. I've recently had a frustrating support experience which required 3 trips to the apple store, in the end the resolved the issue. Customer support isn't what it used to be.
Yikes, IDK why so many are giving the OP a hard time, I would be pissed to if I were going through the same thing. It wasn't just 1 simple mistake, it was a series of stupidity that I wouldn't expect from apple. I've recently had a frustrating support experience which required 3 trips to the apple store, in the end the resolved the issue. Customer support isn't what it used to be.
People might be appearing to be giving the OP a hard time because the OP is attacking Apple for bad customer service while not providing any evidence of what Apple has done to try and rectify the problem, everything is just hearsay. Everything is one sided and we are being expected to accept the OP's complete version of events, which some posters are not comfortable with.
Well, got the phone back today from Apple. Screen is STILL CRACKED. Maybe the third time taking it to Apple under AppleCare+ will get it fixed? Here is the YouTube video so I won't be accused of being a liar anymore:
If you have AppleCare Plus, there should be no concerns with the repair status. Clearly that was already acknowledged when you went to the Apple store and the staff were going to replace it in store, but they didn't have the parts necessary. So obviously there is a mistake on Apple's behalf when you sent the phone in somehow. It's likely a misunderstanding.
Droidbricker, I know I tried to be sarcastic with my last response. Following the conversation, here is what lead me to the conclusion that I arrived to:
Context:
My comment:
I feel that context was established and my comment was valid. If you do not, lets just agree to disagree to keep this thread relevant. I am at fault for causing it to go off-track because I already know OP will be fine and my comment doesn't help OP in any way.
This guy is literally one of the WORST posters on this forum, gets bent out of shape at the smallest thing and spreads incorrect information - I've found its best to just ignore him
