Eligible for AppleCare Protection Plan but can't purchase it?

Question

Level 1

3 points

Eligible for AppleCare Protection Plan but can't purchase it?

I have an iPhone 5c that according to both the Apple warranty checker https://selfsolve.apple.com/agreementWarrantyDynamic.do

and Apple Store Genius (at Lenox Square Mall in Buckhead Georgia, on 9/27/2014) is eligible for AppleCare Protection Plan (extensible before 10/4/2014). I was asked to call Apple to purchase the extension. However, when I called, AppleCare Senior Advisor Jeffrey told me that Apple has discontinued selling the standard AppleCare plan, and he was not able to add it to my phone.

Anyone else is having the same issue? Any other way to add the AppleCare protection plan?

I was dumbfounded. I bought a phone with the understanding that I could extend the warranty within a year, and Apple just went and changed it without any provision to grandfather the existing customers? I can tell you that my 5c's value just went down. So is my opinion of Apple - where is the commitment to their existing customers?

I really hope this message finds the right person who is in a position to help me and others in similar situations. This is my second time posting this question today - the first post disappeared, which was not confidence inspiring either.

iPhone 5c, iOS 8

Posted on Sep 28, 2014 8:19 PM

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Answer 1

deggie

Level 10

167,543 points

Sep 28, 2014 8:23 PM in response to panman75

Apple discontinued AppleCare about two years ago and replaced it with AppleCare +.

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Answer 2

Sep 28, 2014 8:25 PM in response to panman75

Hi panman,

I think that there was some confusion that occurred on your call. You asked for AppleCare, but only AppleCare + is available for iPhones. Maybe that is what the person you spoke to meant (not sure....)

I purchased AppleCare + for my iPhone 5s after I had purchased it, and went to the chat to get the info on how to purchase it.

You are correct, you need to talk with an Apple person to actually purchase it after the fact. Go to this link and try again - and just let them know you want to purchase Apple Care Plus:

http://www.apple.com/support/products/iphone.html

(number at the bottom of the page).

Cheers,

GB

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Answer 3

ssschmidt

Level 5

5,450 points

Sep 28, 2014 8:29 PM in response to gail from maine

As Gail said, apple is only selling the Apple Care Plus now. it is $99.00, and is better than the old standard applecare since it allows for 2 instances of accidental damage replacement at a substantial discount. You have 60 days from the date of purchase of your device to purchase apple care plus.

Good luck.

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Answer 4

panman75 Author

Level 1

3 points

Sep 29, 2014 4:31 AM in response to panman75

So the problem is this: AppleCare+ is only available for phones that are less than 60 days old, so I can't purchase it. The web site as is showing that my phone is eligible for AppleCare (not plus) until Oct 4th, but obviously I can't purchase it either because that 's no longer a product. The apple genius also mentioned these 2 different plans and said that I am only eligible for AppleCare, but have to call Apple to get it.

If it's not available, then why are Apple Genius and the Apple website telling me I am eligible? If it was available at the time of the original purchase almost a year ago, and it was the policy then that I could extend coverable under AppleCare (not plus) within 1 year, then Apple should honor that policy instead of pulling AppleCare from their offering.

THAT is my gripe, and my reason why I am losing confidence in Apple's Customer Service.

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Answer 5

panman75 Author

Level 1

3 points

Sep 29, 2014 4:32 AM in response to panman75

should be a bit clearer - Calling Apple to get AppleCare (not plus) results in "sorry, that product is no longer available".

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Answer 6

Sep 29, 2014 7:44 AM in response to panman75

I would call back Apple Support and escalate it. Doesn't make sense that you have the option still showing but they won't sell Apple Care + to you. OK, they don't have Apple Care anymore. But, your original purchase provided you with the ability to purchase a protection product until October 4th, then they should sell you Apple Care + if that is the only product in that line that they still have available. Since you were not informed that your 1 year Grace period is no longer applicable, they should honor it (with whatever equivalent product they are now offering).

You are aware, though, that the product will only extend your coverage (at this point) for 1 year. Coverage is from the purchase date (just wanted to make sure you knew that).

Best of luck - be a squeaky wheel!

GB

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Answer 7

deggie

Level 10

167,543 points

Sep 29, 2014 9:49 AM in response to gail from maine

I Don't believe it is telling him he is eligible to buy AppleCare, it is telling him he is still within his one year warranty and eligible for AppleCare service.

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Answer 8

panman75 Author

Level 1

3 points

Sep 29, 2014 11:26 AM in response to deggie

@Gail - thanks, will try again. 1 more year is a good thing, I think. not looking forward to that since i was on the phone for close to an hour with them last time.

@Deggie, apple's warranty site shows 4 items, first is about purchase date, second about Phone tech support. Third about warranty left on device, and the 4th line about AppleCare extension eligibility, along with a button that says "extend warranty" or something to that effect. Clicking on the button brings me to a page that said essentially "cannot proceed at this point. Contact Apple for help". This 4th line doesnt even show for my iPhone 5 that's out of warranty. I don't think the situation is as you described.

thanks, all.

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