Apple care ... Global support?

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Level 1

1 points

Apple care ... Global support?

Hi all, I was under the impression that Apple care gave you Global support where ever there was a Apple store.

I have had a problem with my iphone and guess what .... I was told that here in Norway the support network will only fix or repair iphone bought in Europe.

Reading throught the FAQ's about Apple care, it says Global repair .... so what is this I paid?

I have an epost from the service location manager that his orders come direct from Apple legal department. Plus he said that he was in a meeting with the service manager for the region and he got the same answer. What is going on?

Chris ... Festa

Apple care-OTHER, iOS 4.3.2

Posted on Jul 1, 2011 5:13 AM

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Answer 1

Mimu

Level 2

264 points

Jul 1, 2011 5:20 AM in response to chris-Festa

I've never had a problem with getting support internationally before, but I've never had an issue with my phone. I don't know the legal side of this, but I would suggest contacting Apple direct to get a definitive answer. There number in Norway is 815-00-158 (according to http://www.apple.com/no/support/contact/)

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Answer 2

varjak paw

Level 10

182,656 points

Jul 1, 2011 8:47 AM in response to chris-Festa

The warranty on most Apple products is indeed global, but one exception is the iPhone. If you read the iPhone warranty statement, it says that Apple may restrict the countries in which they provide support, and in the case of the iPhone they do. Apple has never provided an explanation for this policy, but most likely it is due to the carrier lock present on iPhones sold in many countries; that makes it impractical at best for Apple to provide support on all countries since they replace defective iPhones rather than repairing the customer's specfic unit.

The bottom line is that you most probably will have to take or send your iPhone back to the country in which is was originally sold for service. Only if you purchased your iPhone in a European Union country would you be able to get support in Norway for a non-Norwegian iPhone.

Regards.

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Answer 3

chris-Festa Author

Level 1

1 points

Jul 1, 2011 10:12 AM in response to chris-Festa

Hi again, Well shame on me for reading the big print and believing. Shame on me for not reading the small print. Being Canadian and not living in Norway, I am wondering about the peace of mind I purchased. Was it worth the money when I needed it? How does this work for other people like me on holidays?

I purposely purchased Apple care just in case I needed Global care and it has failed me badly. I use a sim card here to save money on roaming charges but that does not make my phone a grey import.

Warehouse 13 is right, Apple is just protecting their market and making a killing on iphones. I see why people want to purchase there phones in North America ... the savings are huge! If you read the iphone FAQ’s it says that you can purchase a phone and use it in other countries. ...... So there should be a special disclaimer on the iphone page ... yes small print .... Apple care is restricted in some ways .... read small print.

I will be asking for my money back on the Apple care product I purchased. Because I believe I should have had Global support when I needed it.

Chris ... Festa

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Answer 4

varjak paw

Level 10

182,656 points

Jul 1, 2011 10:30 AM in response to chris-Festa

I didn't say anything about Apple protecting their market. I said that it's impractical for them to have to provide every carrier-locked version of the iPhone to every one of their service centers around the world. Look at the list of carriers here:

http://support.apple.com/kb/HT1937

Note which carriers require that the iPhone be locked to them. Then imagine Apple having to provide a supply of locked iPhone for each such carrier to every one of their service centers around the world, just on the chance that someone from another country will have a problem with their iPhone. I think you can see the problem.

Anyway, if you wish to return your iPhone (assuming you can) and buy something else that better fits your needs, by all means do so. I would suggest you confirm the warranty terms for whatever phone you purchase, since others may have similar restrictions on where you can get support.

Regards.

P.S. My name is not "Warehouse 13", by the way. Names are shown in blue; the information below that is the user's location.

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