My iPhone repair is taking way too long

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ww1991 Author

Level 1

11 points

My iPhone repair is taking way too long

Hi,

I'm wondering how long it usually takes to get my iPhone repair/replace by Apple. Here's my situation:

I bought an iPhone 14 Pro from Bangkok in Oct 2022.
I moved to NYC, and in late Jan 2023 my ultrawide & tele rear cam stopped working.
I handed in the iPhone for repair at the Apple Store in NYC on Feb 7th, 2023. At first, the technician said she can do the repair onsite, but then before she proceeded she said that the system told her to send it for repair at other facility. She told me that it will take 3-5 days and gave me a loaner phone (iPhone XR).
On Feb 9th, I got a notification that "Your replacement product is on its way." I didn't understand that so I went to the same Apple Store. A technician told me that it meant Apple would send me a new phone instead. That shouldn't take long (1-2 days).
On Feb 12th, I still didn't get any notification to pick up my phone, so I contact Apple Support via chat. The staff then sent someone to talk to me via phone, and that person told me that it should take 1-2 days (again) for my phone to arrive at the store.
Now it's Feb 16th; still no response. I check the repair status page everyday, and the status remains the same for a week now ("February 9, 2023 | Your replacement product will be shipped to you soon.")

I've tried asking both the staff at the Apple Store and the Apple Support chat again, but no one can tell me what is happening nor provide a more concrete timeline. They all said that all I can do is to wait, and they keep sending me bouncing between talking to the store and to the support.

Can anyone provide any insights as to why it is taking this long and how else I can get a more concrete information about this? The lack of my original phone is starting to affect my work and daily life.

Thanks in advance for any help you guys could provide.

iPhone 14 Pro, iOS 16

Posted on Feb 16, 2023 3:33 PM

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Answer 1

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ww1991 Author

Level 1

11 points

Feb 21, 2023 5:13 PM in response to ww1991

Update: It's been 2 full weeks since I gave my phone to the store. I still haven't received my phone back.

In fact, there has been zero status update from the repair facility. The latest update was on Feb 9th, and the status has been the same since then ("We’ll replace your product. - Your replacement product will be shipped to you soon.")

It's hard to believe there is no update/status change whatsoever for 12 days now, let alone getting my phone back.

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Answer 2

ww1991 Author

Level 1

11 points

Feb 18, 2023 8:23 PM in response to k_p95

Thank you for your reply!

Do you know if the "Your replacement product will be shipped to you soon" message really mean I will get a new phone instead of my old (repaired) one? And in that case, how long does it usually take (or what's the worst case)?

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Answer 3

k_p95

Level 4

3,984 points

Feb 18, 2023 6:24 PM in response to ww1991

Hi,

It sounds as if there is a repair and/or shipping delay. Since you started the repair at the ARS, they will be your primary point of contact for all repair status requests. However, you may contact Apple Support with your Repair ID to have someone take a look into the repair status and see if there is an update available, and/or contact the ARS for you for an update. Your repair ID will start with an R.

If you received the confirmation email that your replacement product is on its way to you, it should have included tracking information. You could also contact the carrier for status updates if the product has already left Apple.

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Answer 4

k_p95

Level 4

3,984 points

Feb 18, 2023 8:34 PM in response to ww1991

Hi,

Do you see your original serial number and IMEI in the email, as well as the replacement serial number and IMEI? Both should be listed if your device was replaced. The tracking number/shipping information should also be listed.

The turnaround time varies based on the type of repair that was set up, and if there were any delays. Since you received a loaner phone, i assume the ARS set up a mail-in repair. This is where the product is shipped to Apple to be repaired or replaced, and then a replacement device or the same device is shipped back to either the ARS or to your preferred address. Standard turnaround time would be about a week, in my experience.

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Answer 5

ww1991 Author

Level 1

11 points

Feb 19, 2023 8:22 AM in response to k_p95

Hi,

Repair ID is all I had from the email. Does this mean they’re just fixing my original phone rather than replacing it with a new one? I’m happy with either as long as it’s coming back soon.

Update: I went to the store again today; still no answer whatsoever. It’s 12 days now.

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Answer 6

KiltedTim

Level 10

195,007 points

Feb 19, 2023 8:26 AM in response to ww1991

Not necessarily. It's entirely up to Apple.

The problem here is that the model you have is not sold in the US. Only simple things like a screen or battery replacement can be done in the US. Anything more involved can only be done in the country where it was originally sold as those 'repairs' are actually complete device replacements, not 'repairs'.

You're lucky that Apple in the US agreed to facilitate the service at all as the warranty and AppleCare are often not honored in countries other than where the device was originally sold.

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Answer 7

ww1991 Author

Level 1

11 points

Feb 19, 2023 6:19 PM in response to KiltedTim

Thanks for the insight!

So you are saying that the warranty is not global, right? That's surprising, given Apple's marketing positioning as a relatively high-end brand compared to other consumer electronics brands. I mean in this day and age people travel around the world all the time, and Apple has presence in every major city in the world so of course consumers would expect their Apple phone to be covered globally.

Another frustrating aspect to this is that once the store accept to repair my phone and said upfront that it would take 3-5 days, it should try to honor that. If I knew that it would take this long (of course the store knows my iPhone is international), I wouldn't let them do the repair in the first place and seek alternative solution instead.

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Answer 8

KiltedTim

Level 10

195,007 points

Feb 19, 2023 6:50 PM in response to ww1991

That's correct. Cellular devices are manufactured to support the bands used in specific regions of the world. They are not global devices and can't always be repaired/replaced outside of the country of original sale.

In addition, many countries have specific regulations regarding cellular devices that make it difficult or impossible to provide hardware service for devices originating outside of the country where service is requested.

I'm sure the store is doing their best. Unfortunately, international shipping and customs are sometimes unpredictable.

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My iPhone repair is taking way too long

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