4 Replies Latest reply: Sep 14, 2008 12:04 PM by iltoro2
iltoro2 Level 1 Level 1 (5 points)
Hi,

I have an original iPhone 1st generation that has developed a gray line running all the way straight down the screen, its about a third of the way across the screen.

The line is in the touch screen, not the LCD.

I can't seem to lodge a service request online. I put in the serial number, and it says I am covered by warranty, then I continue - but no matter what I do I am only given what seems to be iPhone accessories to choose from?!

I tried filling in the form and explained my problem, but then I received eMail messages saying that Apple were sending me some sort of BlueTooth Cable/AC Adapter ??? and if I didn't send my one back I would be charged $29 on my credit card.

I searched but cannot find any way to contact Apple iPhone Support by eMail, nor can I find a phone number for iPhone warranty support (only for sales/order support).

I tried calling the sales number anyay, but as I am currently out of the US I never seem to call when they are open. I guess sales can't help me anyway.

Has anyone here successfully lodged a service request for their 1st gen iPhone on line. Or are there any suggestions as to what I can do? (Other than wait till I return to New York and visit a genius).

Thanks in advance for any help!

iPhone 1st generation 16GB, Windows XP, Made in Week 7 2008 Purchased in Feb.
  • Allan Sampson Level 10 Level 10 (123,365 points)
    The direct AppleCare number for the iPhone is (800) 694-7466 where everything can be handled over the phone, or you can make an appointment at an Apple Store if there is one nearby.
  • iltoro2 Level 1 Level 1 (5 points)
    "The direct AppleCare number for the iPhone is (800) 694-7466 where everything can be handled over the phone, or you can make an appointment at an Apple Store if there is one nearby."

    Thanks for that number. Was it on the support site? I guess the hours are, what - 6am to 6pm?

    I don't think that you read all my question though. I am not in the US at this time. Also, even when I do return I will be in Portland, Oregon - and I just checked the service map http://www.apple.com/buy/locator/service/ and none of the local stores seem to be authorized for iPhone service/support or have genius bars. The phone was purchased in New York.

    Why can't I request support on-line and mail my phone to Apple for checking/replacement?

    Message was edited by: iltoro2
  • Allan Sampson Level 10 Level 10 (123,365 points)
    Why can't I request support on-line and mail my phone to Apple for checking/replacement?


    Because this is not how a warranty claim is handled in the U.S.

    You can make a genius bar appointment at an Apple Store online, but you can't request a warranty claim online.

    Regardless if you are not in the U.S. at this time, your only options are calling AppleCare at (800) 694-7466 to handle everything over the phone, or make an appointment at an Apple Store in the U.S.

    If you call AppleCare, after any troubleshooting steps they may have you try does not resolve the problem and it is determined that your iPhone needs to be picked up and returned for inspection and testing, AppleCare sends a box to your door for your iPhone to be returned. The box and contents used are designed to ship an iPhone - with the contents used protecting the iPhone during shipment. If AppleCare determines that your problem is covered under warranty, an exchange will be shipped to your door in the same way.

    You can provide any shipping address even in Portland, Oregon as long as someone will be available at the address to sign for the package.

    You need to wait until you return to the U.S.
  • iltoro2 Level 1 Level 1 (5 points)
    "You can make a genius bar appointment at an Apple Store online, but you can't request a warranty claim online. Regardless if you are not in the U.S. at this time, your only options are calling AppleCare at (800) 694-7466 to handle everything over the phone, or make an appointment at an Apple Store in the U.S.

    If you call AppleCare, after any troubleshooting steps they may have you try does not resolve the problem and it is determined that your iPhone needs to be picked up and returned for inspection and testing, AppleCare sends a box to your door for your iPhone to be returned. The box and contents used are designed to ship an iPhone - with the contents used protecting the iPhone during shipment. If AppleCare determines that your problem is covered under warranty, an exchange will be shipped to your door in the same way."

    OK! This seems to be the way to go then. I am sure a line appearing in a phone that has never been dropped, or even knocked, would be covered under warranty.

    "You can provide any shipping address even in Portland, Oregon as long as someone will be available at the address to sign for the package."

    Well Apple already has my Portland address as I used it for my warranty registration and my Apple online registration. And there is someone there in business hours, so I could send the phone from Australia to Portland, they could pack it in the Apple box and return it to Apple - and a repair/replacement might be waiting for me when I return. Great!

    Thanks for the help!