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Help: Dispute against considering iPhone under accidental damage

Hi Guys,


I was using iPhone 6 128GB purchased in Nov 2014 still under Apple Warranty.


Here is my problem statement:

One Night I put the phone in charging when the phone was completely drained. I saw that the charging had started. I generally charge the phone overnight. In the morning, when I wake up and try to power on the phone, the phone didn't switch on at all.


I tried to connect it to my Macbook and see if it would detect but it didn't. Tried various methods to restore but no avail.


I set up an express replacement with apple and they sent me a replacement device and I returned the current phone.


On receipt of this device, they say that there Diagnostics tests system does not detect the device and hence its considered as an "Accidental damage or misuse".


I was surprised to get such a response from Apple as I was expecting I would get a justified resolution from them. I called up Apple Support just to figure out that if Phone does not detect in system its termed as Accidental damage.


To top it up, I have been charged 849 + Taxes for the replacement phone and Apple Support says there is nothing I can do about it.


I asked them if I can return the replacement device and get the Original one if its dead as I can't afford to spend 849 + taxes on a new device within One year of purchase but they saying as I sent in my old device, it will be scrapped.


Can anybody suggest or guide me what can I do in the matter. First of all, Its hard to accept that just by putting the phone in charging overnight, The phone has suffered such damages which are irrepairable and hence are termed as Accidental damage.


Any suggestions would be highly Appreciated.

iPhone 6, iOS 8.3

Posted on Jun 26, 2015 4:46 PM

Reply
8 replies

Jun 26, 2015 6:29 PM in response to Lawrence Finch

Well you are correct that out of Warranty Service fees are $299 but then this is not considered in case of Accidental damage. For mine, They are considering it as and accidental damage and hence they say they charge 849 + taxes for replacements. The amount on my credit card is already blocked. Refer the link below for more information:


https://www.apple.com/legal/sales-support/terms/iphonears/

Jun 26, 2015 6:40 PM in response to Lawrence Finch

I have neither opened the phone nor have taken it to any 3rd party repair outlet.


After a detailed discussion with Apple support, the reason for denying the replacement is that the "Diagnostics system at the Service centre does not detect the device at all to run a Basic diagnostics test and this can only happen if the device has got Accidental damage."


The reason provided is not fully satisfactory coz the phone is not being powered on anyhow and thats why the diagnostics system might detect or might not detect. If there is any problem with the hardware, the phone will not power up at all so then how can once say that its an accidental damage only.

Jun 29, 2015 12:13 AM in response to tbtsblue

Did you try to connect your device to iTunes before you sent it back? I had a similar issue but i was luck to have access to an apple store. My phone just stopped working. I took it to best buy to see if they could tell me anything, all they said was they didn't see water damage and told me to go to apple. If apple would have found out there was software issues they would have replaced it. Well come to find out there was "water damage" I have no clue how i only had it for 6 days! They could only assume it was condensation so it was covered under accidental. The phone would not turn on or connect to iTunes. Id be upset too if I was charged. Id call and ask the same questions and record and document all replies. Then make sure you get a manager (I cant remember their title) and give them the different stories. You will most probably never get the same replies. Also get the apple care and if you had it make sure it was transferred to the new device make them give you the serial # its linked to.

I'm sorry this happened to you...

Jun 29, 2015 4:05 AM in response to tbtsblue

"this is not considered in case of Accidental damage. For mine, They are considering it as and accidental damage "


I'm not sure what you are trying to articulate. Regardless, accidental damage is covered by the out-of-warranty exchange program. There are exceptions (for example, if the iPhone has been reduced to a pile of rubble). If I was you,I'd get my original iPhone back, make an appointment to speak with an Apple Genius, and ask for a replacement handset.

Jun 29, 2015 4:39 AM in response to tbtsblue

Read this assuming you are in the US

Out-of-warranty repair service
If your repair isn’t covered by Apple’s One Year Limited Warranty, AppleCare+, or AppleCare Protection Plan, your iPhone might be eligible for out-of-warranty service. For example, liquid damage isn’t covered by warranty but might be eligible for out-of-warranty service. Some damage isn’t eligible at all, for example if your device has been broken into multiple pieces. See Apple’s Repair Terms and Conditions for complete details.
Read Apple’s Repair Terms and Conditions

Model Out-of-warranty service fee Battery service*
iPhone 6 Plus $329

$79
*available only if battery
fails Apple’s diagnostic test

iPhone 6 $299
iPhone 5s, iPhone 5c, iPhone 5 $269
iPhone 4s $199
iPhone 4, iPhone 3GS, iPhone 3G,
Original iPhone
$149

Plus a $6.95 shipping fee, if required. Fees are in USD and exclude local tax. Pricing is for service through Apple. The final service fee we charge will be determined during testing and may be less than the service fee listed above. Pricing and terms vary for service through an Apple Authorized Service Provider.

Out-of-warranty pricing varies for Apple accessories such as adapters and Apple iPhone cases. Contact your carrier, Apple, or an Apple Authorized Service Provider for more information.

Warranty after service
Apple covers defects if they arise from authorized service for 90 days or the remaining term of your iPhone warranty, whichever is longer.

Help: Dispute against considering iPhone under accidental damage

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