Authorized Service Provider refused device after authorized repair – escalation advice needed

Question

Level 1

10 points

Authorized Service Provider refused device after authorized repair – escalation advice needed

I’m looking for advice on how to properly escalate a repair quality and service network issue with Apple.

Timeline summary:

Device purchased July 26, 2025
Device failed completely less than 30 days later
On August 21, 2025, it was repaired by an Apple Authorized Service Provider
During that repair, approximately 80% of internal components were replaced

In Serbia, there are no official Apple Stores or full-service Apple Support centers. The only available options are Apple Authorized Service Providers. This limits the available resolution paths and makes it difficult for customers to receive consistent, high-standard repairs.

On January 14, 2026, I noticed visible dust under the front camera/display area and documented it with photos. This raised serious concerns about post-repair quality and potential compromise of water/dust resistance.

After contacting Apple Support (US) and speaking with a Senior Advisor, I was advised to visit another Apple Authorized Service Provider in Belgrade. However, that provider refused to accept the device solely because it had previously been repaired by another authorized provider.

At this point, I’ve lost confidence in further repairs. One authorized service provider refusing responsibility for work done by another feels like a breakdown in Apple’s service ecosystem, leaving the customer stuck with no effective resolution.

I currently have an active case with Apple Support and am considering escalation to Executive Relations.

Has anyone here successfully escalated a similar situation involving early device failure, extensive repairs, and refusal of service by an Apple Authorized Service Provider in a region without Apple Stores?

Any advice on the most effective escalation path would be appreciated.

iPhone 16 Pro

Posted on Jan 16, 2026 1:55 AM

Reply

Answer 1

LD150

Level 10

101,183 points

Jan 16, 2026 2:35 AM in response to MirkoP

Was this a pre-owned iphone?

Did you pay for the repair?

In most cases you need to pursue the case with the first authorised repairer. They messed it up.

Apple don't repair internals, they would have replaced the phone

Reply

Answer 2

Jeff Donald

Level 8

44,964 points

Jan 16, 2026 4:34 AM in response to MirkoP

Has the AASP (Apple Authorized Service Provider) had a chance to examine your iPhone? You need to return the device to the original AASP and let them examine the device and their previous repair. They may very well clean the device for you and end of issue. What was the warranty on the original repair? It’s been almost 5 months.

EDIT: I see we replied about the same time. Contact us again after they’ve had a chance to examine the device and let us know what’s going on.

Reply

Answer 3

MirkoP Author

Level 1

10 points

Jan 16, 2026 4:28 AM in response to LD150

1. Was this a pre-owned iPhone?

No, I was the first to open the box and activate the phone. The activation date confirms this.

2. Did you pay for the repair?

No, I did not pay for any repair. The phone was out of order for 26–28 days from activation, they should have offered a replacement. Due to procedural issues, they claimed they couldn’t they can only repair.

Now, after an unsuccessful repair, I contacted Apple Support UK (1 call) and Apple US (3 calls), and all of them said that, due to the nature of the issue, I must deal with the service that performed the repair in Serbia, as they hold the responsibility.

The service has not yet replied to the email I sent two days ago. Today, I attempted to schedule an appointment on their website, but I am still awaiting confirmation. This is the service that carried out the repair according to Apple’s procedures and is part of the Apple Authorized Service Provider network.

Reply

Answer 4

LD150

Level 10

101,183 points

Jan 16, 2026 4:59 AM in response to Jeff Donald

Jeff Donald wrote:

Would the law apply in UK? Original repair fixes issue. Five months later dust, a condition possibly not related to original repair, is found in device. The law says replace the device?

It may have to go to a local county court judge, but the one chance rule normally applies to not fixing the original fault properly in reasonable time eg 4 weeks. Fixing a new fault may allow another go but that's when we threaten the "small claims" court which is basically free litigation if the judge allows the case.

Apple's UK warranty complies with the six year warranty law of 2015, but expecting a replacement phone after 5 years would not be reasonable, it would be prorated.

In reality it would need the consumer to really push the Apple Store to get a free repair at say 2 years, the retailer psyche is still focussed on 12 months .

I am dying to try a claim but I have never had a faulty Apple device!

Reply

Answer 5

LD150

Level 10

101,183 points

Jan 16, 2026 4:38 AM in response to MirkoP

In my country, retailers have just one chance to repair, then they must replace. Apple would not be involved if the retailer was still in business.

Your country laws are what matters.

Reply

Answer 6

Jeff Donald

Level 8

44,964 points

Jan 16, 2026 4:43 AM in response to LD150

Would the law apply in UK? Original repair fixes issue. Five months later dust, a condition possibly not related to original repair, is found in device. The law says replace the device?

Reply