Sending iPhone to a Genius Bar abroad

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Sending iPhone to a Genius Bar abroad

Hi

My iPhone 5s become unusable because of blue screen (BSOD) problem. Continuous loop. None of the solutions (restoring etc.) worked. Possibly a hardware issue. My local Apple Retail Store (in Istanbul) suggested to me to have a reservation from Genius Bar. A replacement is highly possible.

I do not have the chance to go USA or any European countries right now, so i found a friend going to Switzerland. Here comes questions about Genius Bar;

- I made a clear explanation in my reservation (Concierge?) I told the history of the device, i gave the Case ID's of recent telephone calls with my local Apple Retail Store. Also i gave my friends name and where he works etc. Is these information enough? Because this is confusing for me;

"the person whom has the reservation by name, should have a valid id with photo..."

Genius Bar reservation does not have a "name/surname" field. So will they expect me when the day arrives if i make the reservation from my own Apple ID? how can my friend handle the process for me? Should he have an Apple Id by his name and make the reservation via his own account?

- Should i send everything with my iPhone (box, earpods, charger etc) or just the iPhone?

Thanks.

iPhone 5s, iOS 7.1.1

Posted on Apr 30, 2014 10:45 AM

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Answer 1

Apr 30, 2014 2:50 PM in response to Okann

for genius bar appointments in the US you do not need a photoid just to know what name the appointments under, dont know if thats different internationally. and you will only need to bring the phone itself the other accessories are only needed if they need to be replaced as well

-cheers

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Answer 2

ChrisJ4203

Level 10

236,297 points

Apr 30, 2014 2:50 PM in response to Okann

If the device was purchased in Istanbul, then the warranty is only good there. It would not be good in the USA or Switzerland. The iPhone warranty is not international. They would not honor the warranty outside of the country the device was purchased in.

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Answer 3

Okann Author

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Apr 30, 2014 3:28 PM in response to ChrisJ4203

I purchased it from USA 6 months ago, i was told that it has 1 year international warranty and it will be available wherever an Apple Retail Store exists

https://www.apple.com/legal/warranty/products/iphone-english.html

"IMPORTANT RESTRICTION FOR iPHONE AND iPAD SERVICE.

Apple may restrict warranty service for iPhone and iPad to the country where Apple or its Authorized Distributors originally sold the device."

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Answer 4

Chris CA

Level 10

82,513 points

Apr 30, 2014 3:46 PM in response to Okann

Okann wrote:

I purchased it from USA 6 months ago, i was told that it has 1 year international warranty and it will be available wherever an Apple Retail Store exists

As long as it is in US, correct.

"IMPORTANT RESTRICTION FOR iPHONE AND iPAD SERVICE.

Apple may restrict warranty service for iPhone and iPad to the country where Apple or its Authorized Distributors originally sold the device."

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Answer 5

Okann Author

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Apr 30, 2014 3:59 PM in response to Chris CA

1. This is not saying "it is restrlcted", only "it may be restricted"

2. i was clearly told that situation has changed in september 2013, from then on warranties will be covered internationally.

Anyway, i do not have confusion about this, i only ask how a friend of mine can handle a replacement process at a Genius Bar for me.

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Answer 6

Chris CA

Level 10

82,513 points

Apr 30, 2014 4:41 PM in response to Okann

Okay.

If it was purcahsed in the US and you send it to Switzerland with a friend to a Genius bar, they will likely not replace it.

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Answer 7

Okann Author

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May 1, 2014 1:18 AM in response to Chris CA

So, i have to make another phone call with Support to confirm the answers of these questions

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Answer 8

Ethmoid

Level 6

11,488 points

May 1, 2014 1:29 AM in response to Okann

No you don't need to make another call to Support to confirm because support will tell you the same, that if you purchased the phone in the US and you are trying to get your friend to take your phone to a Genius bar in Switzerland, then most likely they can't and won't replace the phone or help you and will tell your friend to take the phone back to the US where it was initially purchased.

The problem is that in Switzerlands, they may not even be able to replace your phone with the same model because different countries sell different models of iPhone with different frequencies depending on their 4G networks. A US iPhone will not work with Swiss 4G and this is the reason.

Just re-arrange your Genius appointment with an Apple store in the US instead and get your friend to go to the US instead - or ask another friend who might be travelling to the US to take it for you.

Nothing else they can do, but iPhone warranty IS NOT international, so a Genius bar in an Apple store in Switzerland are perfectly within their rights to refuse to help you with the phone or replace it.

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Answer 9

Okann Author

Level 1

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May 1, 2014 3:48 AM in response to Ethmoid

Thanks for your detailed explanation

But

I made another call 5 minutes ago and the tech guy at Support told me in confidence that "With a US based iPhone as you have, of course you can have a Genius Bar reservation and support wherever there is an Apple Retail Store (He told list of countries, including Europe and of course Switzerland) and if i your friend makes a Genius Bar reservation by his name all process should be done without any problem and they can replace your phone if they decide it is a hardware problem"

Anyway you all helpful friends and the Apple Support says things, i respect all of them. Sending to US will take some time, timing is ok for Switzerland i can try it by the way, I will send it, in one week my phone will come back to me, whether accepted or denied by Apple Store Switzerland. In the name of being helpful, i will transfer all the information and experience to here.

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