8 Replies Latest reply: Jan 25, 2015 5:57 PM by Chris CA Branched to a new discussion.
victorfromalbertslund Level 1 Level 1 (0 points)

So long story short... Or as short as possible.

 

Im a big Apple fan, have multiple i-products and a MacBook. My daughter is following in my footsteps with her iPad and an iPhone 5C that she got for Christmas.

 

One of the reasons we've chosen Apple, is the impression that they give great customer service, and always go above and beyond. (Just look at all the stories online in different Apple forums with people cracking a screen on their iPad, and getting it replaced out of warranty etc.. It seems to be a fairly common occurrence, that people get a goodwill repair and/or replacement...)

 

Anyways, she came to visit me in Denmark from Canada, for a few weeks, and the other day another girl bumped into her in a store: Her iPhone 5c thats she's holding hits the floor, and bam! The screen has a huge crack, but its only the outer glass thats damaged, and the phone works normally despite the visual crack.

 

We go to the Apple store in Sweden the next day (there are none in Denmark), to hear what our options are, and the service technician who checks out the phone lets us know that the out of warranty screen replacement (fall damage) will cost us 240$, per Apple Stores policies.

 

Since the phone originally is from Canada however, and since the phone is under her moms contract, we tell him that we need to confer with her and see what we're going to do. The phone is still working perfectly, so waiting a couple of weeks and getting the screen replacement done in a Canadian Apple store would be significantly cheaper. The tech tells us, that this is fine, and we're welcome anytime to come back and get it done with them if we change our mind, since "we're here for you' or some schlock like that...

 

Two days later while at home, the phone seem to completely die on us: Screen goes black and it doesn't seem to respond in any way.

Now I've had both an HTC and a Samsung phone die on me from one minute to the next, where the whole motherboard/phone was replaced under warranty, so I know that it DOES happen that a component on the motherboard dies for some reason or another. And since the phone has been working fine for three days after the drop, its unlikely that this is related to the phone being dropped.

 

So back to the Apple store we go...

 

We get the same tech that helped us the other day, and after taking the phone out back, he comes back and tells us that they would need to replace the whole phone, and since the phone has been damaged already, we'd have to pay around $400 for the replacement. (Out of warranty replacement, despite the phone being less than 9 months old).

 

I point out, that this hardly seems reasonable, since despite the outer glass screen being cracked, Apple should still be responsible for the internal parts failing under warranty. (Heck, my former Samsung phone also had a crack on the screen, but that didn't stop them from replacing the motherboard...) And since he saw the phone work fine despite the cracked screen a few days earlier, he knows that it happened well after the crack appeared.

 

When we left three days previously, he also said that we're welcome back any time to get the screen replacement done, and didn't say anything about us voiding our warranty on the phone, by not having it fixed right then and there.

 

I ask him if he's positive that the whole phone needs to be replaced, instead of just a screen replacement, and what their diagnostic computer told them out back when they connected it. He said that it was completely dead, and gave an odd explanation about water damage, from water entering through the cracked screen. (Despite that they never opened the phone to check for water damage.)

 

Now while I'm back at home, I just found out that my Macbook&iTunes can talk to the phone just fine, and it shows up like before, despite the screen being dead. Which means that the Apple tech lied to me, and couldn't be bothered with hooking it up to a computer at all...

 

I got to say that I'm really disappointed in the service the Apple store showed us. No, I didn't expect to get a brand new phone thrown at us free of charge, but I did expect to get great service, or at least the same level of customer friendly service I've seen in the past when I still had my Samsung and HTC, instead of a tech who couldn't even be bothered to diagnose the second error to see whether just a screen replacement would fix it or not.

 

Any advice as to what to do next? Would we be better of with trying with a different Apple store, or an Apple store in Canada, or is this the new level of customer service in Apple Stores in general?

 

I could get the screen replaced elsewhere for around 100$, though I'm not 100% sure if it would fix the error or not. (It seems that it would, since iTunes recognises the phone just fine...) It would void the warranty, but right now my faith in that warranty isn't very high anyways.

 

I'd appreciate any advice, thanks!


iPhone 5c
  • Kinghowrse Level 1 Level 1 (5 points)

    A similar thing happened to my iPhone (minus the crack). Try holding down the home and power button at the same time for about 20 seconds. The phone may come back on. Hope this helps!

  • carl wolf Level 6 Level 6 (14,295 points)

    If you get the screen replaced by anyone except Apple or an AASP, you won't have any warranty coverage.

  • Chris CA Level 9 Level 9 (77,475 points)

    Full replacement of iPhone in Canada is $269 (Canadian)

    -> http://www.apple.com/support/iphone/repair/screen-damage/

     

    Note that if purchased in Canada, Apple will not replace it in Denmark.

  • victorfromalbertslund Level 1 Level 1 (0 points)

    Note that if purchased in Canada, Apple will not replace it in Denmark.

     

    Well actually yes they will, even though it's a little more expensive. Apple's warranty is international. I've had iPhones and iPads that I purchased in one country, serviced or replaced by Apple stores in a different country, not just in Europe, but across the atlantic as well. It's a nice touch, but not that unusual. Acer and Sony also has international guarantees AFAIK, and personally I've also had a Canadian HTC phone replaced by a Danish HTC repair place.


  • victorfromalbertslund Level 1 Level 1 (0 points)

    If you get the screen replaced by anyone except Apple or an AASP, you won't have any warranty coverage.

     

    Yup, but right now I'm not so sure that it would be such a great loss, since they don't want to honour the warranty in the first place.

     

    The tech at the Apple store told me that I can't get the screen replaced, I have to pay to get an out of warranty replacement phone. This is despite the fact, that if the phone is nonfunctional because of the fall, a screen replacement should fix that. If its nonfunctional because of a manufacturer defect (like the motherboard failing, for example), which could be the case, since the phone worked fine for a while after the crack in the screen, then Apple should still honour the warranty irregardless of cosmetic damage like a crack.

     

    (All of this could be determined by actually inspecting and diagnosing the phone properly, but the guy at the Genius Bar didn't even do that. Instead he lied to me about connecting the phone to their computer, and spun a tale about probable water damage, coming in through the crack in the screen. I'm really disappointed, since I expected better from Apple.)

     

    A warranty that doesn't cover if there is cosmetic damage like a crack in the outer glass isn't worth much IMHO. 

  • Chris CA Level 9 Level 9 (77,475 points)

    victorfromalbertslund wrote:

     

    Note that if purchased in Canada, Apple will not replace it in Denmark.

     

    Well actually yes they will,

    However, they don't have to and almost always they don't. You are one of the very few people I have heard of actually getting an iPhone replaced in a country other than place of purchase.

    The reason is the cell radios in the iPhone/iPad are not the same for all countries.

    If its nonfunctional because of a manufacturer defect (like the motherboard failing, for example), which could be the case, since the phone worked fine for a while after the crack in the screen, then Apple should still honour the warranty irregardless of cosmetic damage like a crack.

    No.

    The crack eventually messed up the motherboard. therefore the crack (accidental damage) is the cause of failure, not covered by warranty.

  • sun.max2 Level 1 Level 1 (0 points)

    If your iPod Touch, iPhone, or iPad is Broken

     

    Apple does not fix iDevices. Instead, they exchange yours for a refurbished or new replacement depending upon the age of your device and refurbished inventories. On rare occasions when there are no longer refurbished units for your older model, they may replace it with the next newer model.

     

    ATTN: Beginning July 2013 Apple Stores are now equipped to do screen repairs/replacements in-house on iPhone 5 and 5C. In some cases while you wait. According to Apple this is the beginning of equipping Apple Stores with the resources needed to do most repairs for iPhones, iPads, and iPod Touches that would not require major replacements. Later in the year the services may be extended as Apple Stores become equipped and staffed with the proper repair expertise. So, if you need a screen repaired or a broken screen replaced or have your stuck Home button fixed, call your local Apple Store to see if they are now doing these in-house.

     

    You may take your device to an Apple retailer for help or you may call Customer Service and arrange to send your device to Apple:

     

    Apple Store Customer Service at 1-800-676-2775 or visit online Help for more information.

     

    To contact product and tech support: Contacting Apple for support and service - this includes international calling numbers.

     

    You will find respective repair costs in the appropriate link:

     

    iPod Service Support and Costs

    iPhone Service Support and Costs

    iPad Service Support and Costs

     

    There are third-party firms that do repairs on iDevices, and there are places where you can order parts to DIY if you feel up to the task:

     

    1. iResq or Google for others.

    2. Buy and replace screen yourself: iFixit

  • Chris CA Level 9 Level 9 (77,475 points)

    sun.max2 wrote:

     

    If your iPod Touch, iPhone, or iPad is Broken

     

    Apple does not fix iDevices.

     

    Yes they do sometimes fix iDevices.