Did you know how easy it is to void your warranty?

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Level 1

8 points

Did you know how easy it is to void your warranty?

Many things are in the terms and conditions but I feel some need to be brought to the attention of the buyer,in Particular this one!

Did you know that if the screen gets a scratch ,the warranty becomes void!!

so even if there is a problem with the device itself that has nothing to do with you,if you have a scratch on the screen they wont repair it,claiming that there is damage to the device and the warranty is void!!

Holy GOD,im shocked to find this out,but this is from Apple itself! A scratch on the screen means you have NO COVER!! Do me a favour and pass this on,as Im sure others will be as surprised as me to find this out!

Quote from Apple when I asked if a scratch to the screen would mean I have no cover

"Angelo:

Yes, if there is any damage to the device the warranty is voided.".

iPad (3rd gen) Wi-Fi

Posted on Dec 17, 2013 5:58 AM

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Answer 1

deirdre118 Author

Level 1

8 points

Dec 17, 2013 7:27 AM in response to Michael Black

Thanks for your reply Micheal,

I have done just as you have done,I had a chat with them online,and they advised that the wifi dropping was a software issue and to bring it to my local store,which I did.

My local store said they couldnt sort it and would escalate it to Apple,which they did.

I then call the store and they tell me due to the cosmetic dent that Apple have refused to sort the wifi issue.

I then went on to customer support chat and spoke with a senior person who told me as I quoted above that even a scratch on the screen would void the warranty.

Obviously Im very dissapointed, I told them ,Im not looking for a new ipad,nor am I pulling the wool over their eyes ,Im not looking for the dent to be sorted,as it works fine,all I want is the wifi sorted.And they refused saying even a scratch on the screen renders warranty void.

I suppose my point is that I wasnt aware of this,even though they tell me its in the terms and conditions,I feel it should be brought to the buyers attention,ie a sticker on the outside of the box for example..it would definitly turn a lot of people off buying the product.

I have now put the issue on my facebook page and at least everyone I know and they know will be very wary of buying it now..

Imagine scratching the screen a week after buying it and then having no cover! scary stuff.

Thanks again..

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Answer 2

deirdre118 Author

Level 1

8 points

Dec 17, 2013 6:30 AM in response to Michael Black

I beg to differ Sir, I have an ipad still under warranty,it has a TINY dent where the volumme button is located as this is the only part the protective case covers, it happened with a couple of weeks of buying the ipad.

It made ZERO difference to how it worked and it worked perfectly.

However 8 months on and the WI Fi is consistantly dropping,this has nothing to do with the cosmetic dent.

I enquired if apple could solve the wi fi dropping issue as I and many many others seem to have the same issue (just google ipad dropping wi fi and you will see )...but apple tell me due to the cosmetic dent that from the day it happened the warranty was void!!

I went on to ask if a scratch on the screen would void the warranty and here is the direct quote:

Angelo:
With there being damage to the device, that does void the warranty as we are unable to repair a device that has any kind of damage to it.

deirdre:
So thats it,a dent that made no difference to how it worked,voids the warranty,even though ,this wifi dropping issue is major and all over google?? Does that mean if i scratch the screen that the warranty is void?

Angelo:
Yes, if there is any damage to the device the warranty is voided.

I hope this clears things up.I dont want or need the tiny dent fixed,however I would have appriciated Apple sorting the wifi issue that many ipad owners have,esp after the ios update.

regards

Deirdre

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Answer 3

Dec 17, 2013 8:27 AM in response to Michael Black

My iPad 3 had a small but noticible scratch on the screen. I stopped getting a cellular connection. My local Apple Store swapped it out without any problems.

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Answer 4

Dec 17, 2013 6:17 AM in response to deirdre118

Not necessarily true as your post is too general. The warranty does not cover cosmetic damage, so a scratched screen will not be repaired/replaced to fix the scratch. However, Apple will determine, on a case by case basis, if the cosmetic damage actually indicates a cause for any functional or other hardware defect or improper function.

You can indeed bring in a cosmetically flawed device for service under warranty for defective components. The only time cosmetic damage will void the warranty entirely is if it is determined to indicate accidental damage, abuse or mis-use of the device in some way as to void the warranty. But that is decided on a case by case basis, and there is no blanket rule governing such instances.

You can read your warranty here - https://www.apple.com/legal/warranty (pick your country from the bottom right flag symbol). In the USA, for an iPad with retina display, the main paragraph covering the issue you raise would be:

"This Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports; (c) to damage caused by use with another product; (d) to damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause; (e) to damage caused by operating the Apple Product outside Apple’s published guidelines; (f) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Apple or an Apple Authorized Service Provider (“AASP”); (g) to an Apple Product that has been modified to alter functionality or capability without the written permission of Apple; (h) to defects caused by normal wear and tear or otherwise due to the normal aging of the Apple Product, or ℹ if any serial number has been removed or defaced from the Apple Product."

Note the separate statements - that cosmetic damage itself is not covered, nor is damage caused by accident, abuse or misuse. However, whether anything falling into the former criterion actually constitutes voidance of the warranty by the latter criterion will be determined by Apple when you present an item for warranty service. One thing does not automatically imply the other.

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Answer 5

Dec 17, 2013 11:20 AM in response to deirdre118

There really isn't anything anyone here can do for you.

You can continue to pursue thie issue with Apple or whatever local authority might be able to help and/or offer Apple feedback here : https://ssl.apple.com/support/feedback/,

However, I will reinforce what has already been stated. A dent on an iOS device casing is very often NOT cosmetic even if it would appear to be. It is a sign of dropiing or other impact, and due to compact nature of the device very likely would result in unseen damage. Apple's warranties, as would be the case with any electronic manufacturer, does not cover user caused damage. There is nothing in your story to indicate you are being treated differently for any reason.

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Answer 6

Dec 17, 2013 7:26 AM in response to deirdre118

All I can say is that has not been my experience. I have had various items over the past 25 or so years repaired by Apple under warranty and despite obvious cosmetic issues with the devices. In every case, they have never made any such blanket statement to me that cosmetic damage = a voided warranty. In every one of my cases, they have simple had me bring it in for evaluation, and they have only then made a decision whether the warranty did or did not apply - they have never said anything without examining the device in question in my presence.

If I were you, I would actually contact them and escalate the issue. The actual warranty document does NOT say that cosmetic damage voids the warranty (in other words, the one does not automatically mean the other).

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Answer 7

Dec 17, 2013 7:32 AM in response to deirdre118

In your original post, you mentioned scratches. However, in the subsequent ones, you explained that the "cosmetic damage" is, in fact, a dent. Dents are not just cosmetic. Dents are the result of impact. That impact could well have caused the issue you're describing. If it knocked something loose, it might have taken some time and further jostling to be completely disconnected. There's no way to proof the impact didn't cause the problem. Hence, the warranty is void.

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Answer 8

Dec 17, 2013 7:41 AM in response to deirdre118

I agree with Meg. A scratch on the screen could be taken as purely cosmetic damage, and should not necessarily void the warranty at all.

A dent is more then merely cosmetic though - if it was a dent, then that implies an impact or excessive point pressure, and that may indeed cause internal damage to components. Even then, it would not automatically void the warranty, but would have to be inspected and decided if it constituted abuse or accidental damage and only thus voided the warranty.

Again, I've never, ever heard any Apple employee say in a blanket or categorical statement that simple cosmetic damage automatically voids the warranty, and the actual online warranty declaration does NOT say any such thing. So if that is what you were told, I would say that was a mistake by those employees saying so. However, if they told you that a dent (and not a mere scratch) in their determination, indicated accidental damage, then yes, your warranty would be voided at that point.

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Answer 9

deirdre118 Author

Level 1

8 points

Dec 17, 2013 11:00 AM in response to IdrisSeabright

@Meg-st -clair Hi Meg,I understand what you are saying, however the fact is the dent had no impact at all as the ipad worked perfectly for 8 months...in my humble opinion ,used this as an excuse to get out of fixing what the actual problem is,and that is wifi droping,if the wifi issue could ,and i have no reason to believe it couldnt be fixed without repairing the dent then I dont see why they wouldnt do that..

The thing is, Apple told me and I have quoted them, that a scratch will void the warranty.

So regardless of the dent on my ipad ,the tiny dent,which did not affect it in any way,the fact that there are so many others who are complaining about wi fi dropping that dont have dents,the fact that if you happen to scratch the screen Apple will void the warranty,its not me saying this,its a direct quote from Apple.

It is unlikly that wifi dropping is caused by the dent, as for example ,my son has an ipod and its in bits,cracked screen etc at this stage and yet it still gets wi fi.

thanks so much for your reply

I do wonder sometimes if Apple treat us here in Ireland differently ....

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Answer 10

deirdre118 Author

Level 1

8 points

Dec 17, 2013 11:07 AM in response to Michael Black

@Michael Black, Hi Michael and thanks for taking the time to reply.

If I may I will now show you the conversation with one of the seniors online:

Angelo:
With there being damage to the device, that does void the warranty as we are unable to repair a device that has any kind of damage to it.

deirdre:
So thats it,a dent that made no difference to how it worked,voids the warranty,even though ,this wifi dropping issue is major and all over google?? Does that mean if i scratch the screen that the warranty is void?

Angelo:
Yes, if there is any damage to the device the warranty is voided.

deirdre:
i wish that had been brought to my attention before i purchased.

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Answer 11

deirdre118 Author

Level 1

8 points

Dec 17, 2013 11:11 AM in response to deirdre118

Also Michael, if we park the issue of the small dent for a moment,the fact is ,as you can see from the quote above that Apple say that a scratch to the screen will void the warranty.

I think that those of you who live in the USA seem to be getting better treatment than us here in Ireland,and Im delighted for you..

However lots of people on my facebook page were completly unaware that something as simple as a scratch would void the warranty..and hopefully this will help them.

Have a great day and thanks again

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Answer 12

deirdre118 Author

Level 1

8 points

Dec 17, 2013 11:15 AM in response to IdrisSeabright

@Meg_st Clair...hmmmm Im really begining to wonder about the different treatment,as leaving any dents or cosmetic issues aside,Apple ,as per the quote below insist that a scratch voids the warranty,yet some of you seemed to have no issue even with scratchs,like I said earlier my sons ipod is wrecked,broken screen etc and yet he still gets wifi,the issue of wifi dropping is a problem with a lot of ipads,dents or not,just google it.

Here is part of the online conversation with the Apple senior:

Angelo:
With there being damage to the device, that does void the warranty as we are unable to repair a device that has any kind of damage to it.

deirdre:
So thats it,a dent that made no difference to how it worked,voids the warranty,even though ,this wifi dropping issue is major and all over google?? Does that mean if i scratch the screen that the warranty is void?

Angelo:
Yes, if there is any damage to the device the warranty is voided.

deirdre:
i wish that had been brought to my attention before i purchased.

Angelo:
I do apologize for any inconvenience in the matter, we can definitely look at a repair for the device but it would be at out of warranty pricing.

deirdre:
wow even a scratched screen would void it! I will have to make this known as im sure most people would be quite shocked at that.

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Answer 13

deirdre118 Author

Level 1

8 points

Dec 17, 2013 11:29 AM in response to Kilgore-Trout

Perhaps not James, however it will make others aware that a scratch to the screen would void the warranty.Or perhaps it will help others see that Apple can be very selecive as to whos ipad they will repair,its really pot luck.

As I said earlier ,I have mentioned this on my facebook page and it is unbelievable how many people are concerned about this.Im thinking of inventing case made of the stuff used in the Black box of aircrafts to ensure people dont scratch their ipads and therfore void their warranty..:)

So its not so much what people on here can do for me,rather its what I can do for others,by making them aware.

Thanks for your reply.

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Answer 14

deirdre118 Author

Level 1

8 points

Dec 17, 2013 11:59 AM in response to bobseufert

Hi bobseufert, and thanks for your reply.

I have done a reset and, and Ive turned on and off the router and tried turning on and off airplane mode .

I even had my internet supplier call to my home to check the wifi signal,then when I was staying at a hotel the same dropping issue happened,so its not my home wifi.

It would be great if someone could help,as even when i was on to Apple customer support online,I lost them several times,Im now using an old laptop .

Im going into hospital on Thursday for a back op,and I suppose thats why Im desperate to get it sorted as it really handy for those kind of situations..

I have a friend going to collect the ipad from the local store this evening,so if there are any other suggestions Im more than willing to try them,other than that ,I love my ipad,it works perfectly,apart from the wifi issue.

Thanks again

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Answer 15

Dec 17, 2013 12:17 PM in response to deirdre118

deirdre118 wrote:

Perhaps not James, however it will make others aware that a scratch to the screen would void the warranty.Or perhaps it will help others see that Apple can be very selecive as to whos ipad they will repair,its really pot luck.

Thanks for your reply.

I understand you may have been told that, but the plain fact of the matter is that the actual warranty, even in Ireland (and yes, I just looked to check specifically) nowhere actually says that. Nothing in the actual warranty says or even implies that purely cosmetic damage automatically and categorically voids your hardware warranty. The people telling you that are just wrong, or severly misinformed.

If you were told that, the person saying so was wrong, regardless of who they are or who they worked for.

I'm just saying that if presented with that argument you need to stand firm, ask for someone higher up, and suggest they actually read their own company's actual written warranty. It does not say what they claim to be true.

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