Is triggering of Liquid Contact Indicator (LCI) an automatic reason for voiding warranty?

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Level 1

5 points

Is triggering of Liquid Contact Indicator (LCI) an automatic reason for voiding warranty?

I bought an iPhone 6 128 gb from Amazon.in on Feb 11, 2015, which was delivered the next day. The website states that the phone carries a 1 year manufacturer warranty. The moment I unpacked it and started using it, within a few hours, the phone abruptly shut down and restarted. This was weird but I thought that it must have been on account of an update that required a restart. I used it for the next 5 days without incident. However, 6 days later (Feb 18, 2015) the phone behaved similarly but this time it just shut down completely and refused to re-start. The very next day I took it to the authorized service center in Mumbai, who after running diagnostics, said that there was water damage and that the LCI had been triggered. They then proceeded to tell me how the warranty was voided because of that (LCI) and that the option for me was to buy a new phone (because Apple does not repair its phones). Now I have a couple of issues with this diagnostics:

1. The consumer HAS TO accept whatever the 'one-sided secretive' diagnostics the Apple service team provides. There is no third party that evidences their diagnostics or have approved such tests (point 2 below will state why that is important). There is no evidence that Apple provided to me of the fact that the iPhone wasn't affected by water BEFORE it was delivered to me; THAT, according to Apple, I have to take at face value basis the warranty that they advertise. How do I know that the service engineer did not mistakenly knock over a glass of water on the phone while running diagnostics? Also, it would require some seriously artificially intelligent software that would work enough to start the display, show me the Apple logo and then refuse to go further because of water damage!! If truly there is water damage, the phone won't start up at all.

2. Apple paid $ 53 mn in a class action lawsuit where it was revealed that the LCI can turn pink because of humid conditions and doesn't necessarily have to be exposed to water. Yet, Apple in India, refuses to take cognisance of this fact and continues to void its own warranty. Anyone who lives or operates a business in India (Apple does) knows that Mumbai has an extremely humid climate. So then Apple should stop selling their iPhones here if they are not homologated for Indian cities, which they wont because they want the business.

I am now holding a Rs 65,000 (US $1,050) paperweight that is frankly, completely useless to me. My question is whether anyone faced this issue and what has Apple's reaction to such situations in the US? If there are Apple company personnel that read these posts, is there any help that you can offer in resolving the issue.

Regards.

iPhone 6, iOS 8.1.3, DEAD in 6 days!!!!

Posted on Feb 21, 2015 10:32 AM

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Answer 1

Feb 21, 2015 9:03 PM in response to Pervez_w

Apparently you missed KiltedTim's post - Amazon is not an Authorized Apple Reseller, so, you essentially purchased a 3rd party device. Apple has no liability for a device that was not sold by them or by an Authorized Apple Reseller....Send it back to Amazon or the Seller and get your money back.

GB

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Answer 2

ChrisJ4203

Level 10

236,375 points

Feb 21, 2015 10:46 PM in response to Pervez_w

You should be offered an out of warranty replacement device for a reduced fee. Unsure what that would be in India, but you can check here. http://www.apple.com/support/iphone/repair/other/

As far as what Amazon will do, the iPhone normally comes with a 1-year manufacturer's warranty on everything in the box, so seeing that is saying only 6-months on accessories, then it makes one leery. Again, purchases from a place that is not an authorized retailer brings along its own set of problems, and unfortunately for you, that has been discovered. Deal with the seller and Amazon and see what happens. If not, then you could see about an out of warranty replacement at Apple.

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Answer 3

ChrisJ4203

Level 10

236,375 points

Feb 24, 2015 9:47 PM in response to Pervez_w

You can check out this support document. iPhone and iPod: Liquid damage is not covered by warranty - Apple Support There are also supposed to be some inside the device that one cannot see as well. Apple's policy on these have changed over the years, as some of the earlier ones would trip too easily, however the newer ones are supposed to be of better quality. I suspect if you purchase a device from an authorized reseller, you should have no problem, and they would probably we willing to show you the indicators. I'm glad you were able to get the current issue resolved, but as explained earlier, that is what can happen with unauthorized sellers.

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Answer 4

deggie

Level 10

167,549 points

Feb 21, 2015 10:38 AM in response to Pervez_w

There is no one from Apple here.

You could have removed the SIM tray and checked that LCI before you took it in. I would guess it was already triggered. The symptoms you described would be indicative of previous water exposure which is dependent on how much damage was done. The suit Apple settled was on earlier models of the iPhone.

Sounds like someone sold you an iPhone that was damaged.

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Answer 5

Feb 21, 2015 10:39 AM in response to Pervez_w

Apple doesn't read these forums. If you had read the Terms of Use of this forum, you would know that.

Either contact Apple or use the feedback channel at www.apple.com/feedback.

I also live in a humid climate. None of the iPhones that I manage have had triggered external LCIs, other than those that have been dropped in water.

You bought it from Amazon? Contact the seller, since they sold you a device that obviously had liquid damage.

Feel free to seek legal counsel, but if Apple has deemed your device is not eligible for in-warranty service (and the LCI by itself isn't the only thing they check; there are internal sensors that will NOT turn 'pink' unless exposed to water, not just humidity), then that's the final answer. No one on this forum can assist you.

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Answer 6

pogster

Level 5

5,129 points

Feb 21, 2015 10:57 AM in response to Pervez_w

It appears you bought your phone from a rather shady seller. They likely knew the phone was damaged and that's why they were selling it. As stated you'll have to take up your issue with the person or company that sold you the phone.

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Answer 7

Feb 21, 2015 11:15 AM in response to Pervez_w

When you got the phone was it sealed in the box iPhones come in (including with the clear plastic wrapped around it)? Also, was it actually Amazon that sold you the phone, or was it a third party (not shipped by Amazon)?

If it was shipped by Amazon, I would contact Amazon support and see what they can do for you, they normally are pretty good about replacing damaged things they sell.

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Answer 8

Pervez_w Author

Level 1

5 points

Feb 21, 2015 8:57 PM in response to TJBUSMC1973

HiTJBUSMC1973. Looks like I got a defective piece after all. The idea behind warranty is that if there are defects that exist prior to a consumer getting the phone, its the manufacturer's responsibility to get it fixed. If the warranty is conditional on consumers conducting quality checks (and that does not mean switching on the phone but opening it up to see if the LCIs have been triggered) prior to purchasing a product (like Apple has conveniently done) then at the time of sale, these must be highlighted and proven to the consumer as 'defect-free'.

Also, unless you have more credible information to share, in 2013 Wired reported that the tape maker 3M mentioned that the tape turns pink because of humidity and not just water http://www.wired.com/2013/04/iphone-warranty-flap/. Can you share the latest statements that you seem to be aware of where Apple and 3M have made advances to ensure that the tape turns pink only when exposed to water and not humidity. It would be useful for me to cross one more option.

Regards.

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Answer 9

Pervez_w Author

Level 1

5 points

Feb 21, 2015 9:03 PM in response to KiltedTim

Hi KiltedTim, I would buy your agreement if iPhones sold by Amazon India did not carry a warranty (http://www.amazon.in/Apple-iPhone-Space-Gray-128GB/dp/B00O4WU4G0/ref=sr_1_2?ie=U TF8&qid=1424581161&sr=8-2&keywords=iphone+6+128+gb). Please refer to the link above and it plainly states that. If not, then Amazon is committing a grievous offence of misrepresenting to consumers across India, for which it must be sued. However, when I took the phone to the Apple Service Center, while taking the phone, they said it was under warranty but only when they discovered LCI, did they mention that it was NO LONGER under warranty. So I don't think buying from Amazon voids your warranty but its worth checking it out. Let me research this further. Thanks for your response.

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Answer 10

Pervez_w Author

Level 1

5 points

Feb 21, 2015 9:05 PM in response to pogster

Hi Pogster,

No idea. Like I mentioned the diagnostics are 'secretive' and done without a third party supervision. How convenient is it for a company to provide you with a conditional warranty and then have another arm of the same company create a situation to void it.

Regards.

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Answer 11

pogster

Level 5

5,129 points

Feb 21, 2015 9:23 PM in response to Pervez_w

Pervez_w wrote:

Hi Pogster,

No idea.

I don't neither but the article which you quoted is dated in 2013 and states the affected phones were the original iPhone, the iPhone 3, and iPhone 3GS. It does not include the iPhone 4, iPhone 4S, iPhone 5, iPhone 5C, iPhone 5S, iPhone 6, or iPhone 6+. The 4 was released in 2010 so apparently from then on it would appear Apple is using a different kind of indicator. Why are you trying to make a connection between the moisture indicators on the early phones with those on later models including your 6? Is that link supposed to prove something? Face it, you bought a phone from an unauthorized source that Apple did not supply them with in the first place.

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Answer 12

Pervez_w Author

Level 1

5 points

Feb 21, 2015 10:22 PM in response to pogster

Pogster, Chris, et al,

Maybe I am unable to explain the issue to you so thank you for your patience in responding. Nett, nett......I understand this is an ideal case of "buyer beware".

Will try and get the phone back to Amazon India / CloudTail, although chances of getting a refund are bleak.

Regards.

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Answer 13

ChrisJ4203

Level 10

236,375 points

Feb 21, 2015 10:28 PM in response to Pervez_w

I think you explained it well enough. You purchased an iPhone via Amazon India, it was sold by GizmoKart India (as reported by ChrisCA), and fulfilled by Amazon. GizmoKart is not an authorized Apple reseller, so no one really knows where they purchased their devices and what market they were actually intended for. Your device is what is considered a gray market device, sold by an unauthorized reseller. They purchased it from Apple, and who knows what they did with it before it got to you. Your complaint is with them, unless Amazon stands behind the sale. Either way, they are the ones that sold you defective merchandise, not Apple.

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Answer 14

Pervez_w Author

Level 1

5 points

Feb 21, 2015 10:40 PM in response to ChrisJ4203

Yes Chris,

Thats right. I actually bought it from a re-seller called CloudTail (which Amazon India has an ownership stake in). It was an "Amazon Fulfilled" product and on the Amazon site, said - "1 year manufacturer warranty for device and 6 months manufacturer warranty for in-box accessories including batteries from the date of purchase". Now am not sure whether Amazon takes any responsibility of what is being displayed on their website by a retailer that they have an ownership in or is there some fine print that makes me responsible for that too. Will see in another 5 to 7 days whether the amount is refunded or not.

As an aside, in the event the situation becomes hopeless and I do not get a refund, is there any other option to pay a part sum and get a replacement device from Apple or should I just use it like a tea coaster and forget it. The India Service Centre said that they do not repair anything (except for replacing the speaker, I think); not even if I want to pay for it.

Regards.

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Answer 15

KiltedTim

Level 10

229,464 points

Feb 22, 2015 6:41 AM in response to Pervez_w

Pervez_w wrote:

Hi KiltedTim, I would buy your agreement if iPhones sold by Amazon India did not carry a warranty (http://www.amazon.in/Apple-iPhone-Space-Gray-128GB/dp/B00O4WU4G0/ref=sr_1_2?ie=U TF8&qid=1424581161&sr=8-2&keywords=iphone+6+128+gb). Please refer to the link above and it plainly states that. If not, then Amazon is committing a grievous offence of misrepresenting to consumers across India, for which it must be sued. However, when I took the phone to the Apple Service Center, while taking the phone, they said it was under warranty but only when they discovered LCI, did they mention that it was NO LONGER under warranty. So I don't think buying from Amazon voids your warranty but its worth checking it out. Let me research this further. Thanks for your response.

Warranty is valid regardless of whether you buy it from an authorized seller or second hand. You bought a second hand phone. The LCI being tripped is what invalidated the warranty.

The warranty follows the device and starts on the date of original sale. Since it's a gray market second hand phone, you will not get the full one year warranty, that began when the person/company selling it on Amazon bought it from an authorized source (or earlier if they bought it from another gray marketer). You need to be very careful as well as to where the phone originated. Check Settings>General>About>Model. What is the model number listed there.

The iPhone warranty is not international. There is a very good chance the phone originated in another country entirely, meaning you would have to take the phone back to the country of origin to have it serviced.

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