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Would apple replace a brand new scratched iPhone 7?

S

shenfrey

macrumors 68030
Original poster
May 23, 2010
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Just before I put the screen protector on, I lifted off the protective cover and noticed an inch scratch from the top of the phone going down. It's bugging me because i didn't do it and I know it's there and can see it in the light easily.

Just wondering if apple would replace it? I didn't buy it from the Apple Store which is what makes me worried, I bought it from another shop brand new and I know the process for them would be arduous.

Thanks guys
 
Will not hurt to try. I am thinking if you want a new phone it would be best to go back to the place of purchase and ask for a refund or a new device. Apple would be doing you a big favor to hand you a new phone they did not sell to you.
 
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Very unlikely from Apple for the reason Newtons Apple mentioned, more likely from place of purchase depending on return policy. If they have a nice return policy with no fees attached you can return and buy another.
 
Newtons Apple said:
Will not hurt to try. I am thinking if you want a new phone it would be best to go back to the place of purchase and ask for a refund or a new device. Apple would be doing you a big favor to hand you a new phone they did not sell to you.
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I hope I didn't just waste money with this Apple care because I thought it meant I could go to them now :/
 
Newtons Apple said:
If you have Apple care your chances are better. Replacing with new is the problem. Apple will offer to repair or replace with a refurb.
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Had mine replaced a few weeks ago. Told me stores don't have a large selection of refurbished ones and that at that time anyone with problems is getting brand new iPhones.
 
shenfrey said:
I hope I didn't just waste money with this Apple care because I thought it meant I could go to them now :/
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AC+ does not cover cosmetic defects that do not affect the performance or proper functioning of the phone. If you had bought it from Apple then that would be a different matter because you could return it.

As others have suggested you can try. All they can do is say no and you are no worse off.
 
eyoungren said:
AC+ does not cover cosmetic defects that do not affect the performance or proper functioning of the phone. If you had bought it from Apple then that would be a different matter because you could return it.

As others have suggested you can try. All they can do is say no and you are no worse off.
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It doesn't even cover screen repairs/replacements?
 
noobinator said:
Even if they decide to replace with AC+ you will pay the deductible for it. I think?
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Yes, OP would. And it gets marked down as the first of the two incidents you are allowed under the program.
[doublepost=1487699984][/doublepost]
shenfrey said:
It doesn't even cover screen repairs/replacements?
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A screen repair/replacement affects the proper functioning of the device (i.e, cracked or broken screen). So, AC+ would cover that. If the scratch is deep enough or long enough it may be justified. But if it's something that is simply annoying you that doesn't affect overall function then they don't have to.
 
eyoungren said:
Yes, OP would. And it gets marked down as the first of the two incidents you are allowed under the program.
[doublepost=1487699984][/doublepost]
A screen repair/replacement affects the proper functioning of the device. So, AC+ would cover that. If the scratch is deep enough or long enough it may be justified. But if it's something that is simply annoying you that doesn't affect overall function then they don't have to.
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I'm confused. They won't even just repair or replace screen? I don't mind paying.
 
shenfrey said:
I don't mind even if it's refurbished to be honest. I just want a replacement so I can have a scratch free phone to put this screen protector on.
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Check out all of your options as using AC+ is not free and like other said it may not cover that. Find out what it would cost and THEN make up your mind.

You might just find that that scratch hides very well under the screen protector!
 
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shenfrey said:
I'm confused. They won't even just repair or replace it? I am kinda screwed?
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If you drop your phone and crack the screen or break it, AC+ will cover the damage (replace your phone or screen).

If you scratch your phone and in Apple's determination it is not a scratch that affects the proper functioning of your device they are not obligated to replace your phone (or the screen as the case may be).
 
eyoungren said:
Yes, OP would. And it gets marked down as the first of the two incidents you are allowed under the program.
[doublepost=1487699984][/doublepost]
A screen repair/replacement affects the proper functioning of the device (i.e, cracked or broken screen). So, AC+ would cover that. If the scratch is deep enough or long enough it may be justified. But if it's something that is simply annoying you that doesn't affect overall function then they don't have to.
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Seems very strict, I feel unlucky. Many whom ordered their phones probably weren't scratched out of the box but because mine was, I feel like iv been dealt a poor hand because there is literally nothing I can simply do about it.
 
shenfrey said:
Seems very strict, I feel unlucky. Many whom ordered their phones probably weren't scratched out of the box but because mine was, I feel like iv been dealt a poor hand because there is literally nothing I can simply do about it.
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You can return it to where you bought it, mentioning that it was scratched when you opened the box.

If it is an arduous process as you say in your first post, I'm sorry. But you didn't purchase from Apple. Expecting them to honor a scratch that occured while a third party vendor had possession of your device before selling it to you is not realistic. Apple may do this because their customer support is quite good, but you cannot expect the same kind of treatment from them when you didin't buy directly from them.
 
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eyoungren said:
You can return it to where you bought it, mentioning that it was scratched when you opened the box.

If it is an arduous process as you say in your first post, I'm sorry. But you didn't purchase from Apple. Expecting them to honor a scratch that occured while a third party vendor had possession of your device before selling it to you is not realistic. Apple may do this because their customer support is quite good, but you cannot expect the same kind of treatment from them when you didin't buy directly from them.
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Process involves sending the phone back and getting a full refund and then reordering again. It's an easy process but it means not having a phone for a week while I wait for them to receive the device and then I receive the refund.

I don't like to buy from Apple because they are always full price whereas the phone I bought was £75 cheaper. I understand what you're saying about buying direct from them though, I'm sure they would of helped otherwise.
 
shenfrey said:
Process involves sending the phone back and getting a full refund and then reordering again. It's an easy process but it means not having a phone for a week while I wait for them to receive the device and then I receive the refund.
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Yeah, that's a pain and I totally get your predicament. But since you bought it from that retailer you have to deal with their return process. Damaged during shipping. Apple will make good on other parties sometimes, you just cannot expect it.
 
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Order another from somewhere else, once you get it return the defective one (if you can get a full refund). This will make sure you aren't without a phone if you can do all this within the return window.
 
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eyoungren said:
Yeah, that's a pain and I totally get your predicament. But since you bought it from that retailer you have to deal with their return process. Damaged during shipping. Apple will make good on other parties sometimes, you just cannot expect it.
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After speaking with the same people that I bought Apple care with they classed it as cosmetic damage so obviously nothing to be done. I will just leave it for the time being, I'm bummed out but it's better than not having a phone for a week or longer. I'll try and go into the Apple Store to see if they will be kind enough to sort something out, but I won't hold my breath.

noobinator said:
Order another from somewhere else, once you get it return the defective one (if you can get a full refund). This will make sure you aren't without a phone if you can do all this within the return window.
Click to expand...

I can't afford that unfortunately I appreciate the advice though
 
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shenfrey said:
After speaking with the same people that I bought Apple care with they classed it as cosmetic damage so obviously nothing to be done. I will just leave it for the time being, I'm bummed out but it's better than not having a phone for a week or longer. I'll try and go into the Apple Store to see if they will be kind enough to sort something out, but I won't hold my breath.
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Sorry man. It sucks, but it is what it is. Unfortunately cosmetic damage isn't covered.

Here's hoping for you at the store though. Good luck!
 
eyoungren said:
Yeah, that's a pain and I totally get your predicament. But since you bought it from that retailer you have to deal with their return process. Damaged during shipping. Apple will make good on other parties sometimes, you just cannot expect it.
Click to expand...

Some Times the real insurance plan, comes from knowingly who you're buying the iPhone from. Or any device for that matter. I always feel comforted knowing that if there's an issue with something that I know it's out of my control, and I purchased it from Apple, they will make the situation right. Where is sometimes that I don't trust third-party retailers or big box stores that try to refrain from wanting to assist the customer. Maybe it's just a piece of mind or are all the years I've been with Apple have been positive experiences.
 
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