iPhone express replacement service

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Level 1

5 points

iPhone express replacement service

I have apple care plus on my iPhone 11 Pro Max, and it's been having issues with its microphone, as well as random shut downs intermittently. I've been meaning to get it replaced using the express replacement service for a couple of weeks now, but yesterday, the back glass cracked in my pocket. I read the terms of the ERS and it states that I will only be charged for the full cost of the replacement if there is severe damage to the phone that has caused my issues. If I engage an ERS request based on my mic and random shutdowns (free replacement), and send my phone back in, will I be charged for the replacement?

iPhone 11 Pro Max

Posted on Jul 19, 2020 11:40 PM

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Answer 1

garg7451 Author

Level 1

5 points

Jul 19, 2020 11:49 PM in response to ShadowDust99

I'm not sure that it states that I will be charged. It seems to be very vague. It states

"If your issue is caused by severe damage to your iPhone or if it's inoperable after unauthorized modifications, or we never receive it, we’ll charge you the replacement value."

A crack in my back glass couldn't have possibly caused issues with my microphone. I'm just worried that if they do charge me, I wouldn't be able to convince them to reverse the charge based on the diction in their terms.

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Answer 2

LD150

Level 10

99,583 points

Jul 20, 2020 1:42 AM in response to LD150

UK cost for "any other damage" is £79

https://www.apple.com/uk/support/products/iphone/

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Answer 3

Jul 19, 2020 11:45 PM in response to garg7451

If the terms and conditions state that you will be charged, you will be charged.

I'd recommend Contacting Apple Support and explaining your situation to them, they may make an exception of some sort.

Best of luck!

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Answer 4

Jul 20, 2020 12:26 AM in response to garg7451

By the sounds of that clause, I'd say it would be unlikely they'd charge you for the replacement device given that the back glass is cracked. As you said, it would be rather implausible for a cracked back glass to result in a damaged microphone.

However, I still wouldn't take any chances and by no means does my verdict reflect the potential verdict of Apple's decision for this case. I would suggest contacting Apple Support by phone (if possible) prior to arranging the Replacement and discussing the condition of the device and circumstances with them before committing to anything.

See Contact Apple for support and service – Apple Support for Apple Support phone numbers for your country.

Best of luck!

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Answer 5

LD150

Level 10

99,583 points

Jul 20, 2020 1:38 AM in response to garg7451

If you have not used your two accidental damage incidents you should not be charged full cost but with a broken back glass it will mean a replacement phone

You can:

Contact Apple for support and service - Apple Support

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iPhone express replacement service

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