iphone 6 returned with shattered screen and no longer working

post.user_wrote.label:

It's not completely clear whether the 3rd party provider opened the phone or not. I hope the OP schedules an appointment at the Apple Store Genius bar and asks as nicely as possible for an out of warranty replacement. That would be the best solution they can hope for. It will cost $299, but they'd be getting a fully refurbished phone and a 3 month guarantee to boot.

The last time I was at an Apple Store asking about the whole battery thing I mentioned aftermarket parts or repairs. I was told that it's really up to the supervisor to make the call. The way it was explained to me was that they don't want to be responsible for something they can't fix because someone else messed it up. Of course if it doesn't work at all then that's a different situation.

For the OP, did you at least try to plug it in to whatever machine you do your backups? I did that with an iPad Mini 2 that had its glass totally obliterated, the LCD severely cracked, and the home button fallen off from a really nasty impact. It still backs up just fine. The backlight glows white through the LCD cracks. It even shows up on Find My iPhone and responds to the remote alarm. However, if the display is gone, then it's probably going to need the full "repair" replacement cost.

rbrylawski wrote:

Make an appointment at your Apple Store Genius Bar. When you go, keep your frustration and anger in total check and kill them with kindness. Sure, let them know the whole history, calmly, but they simply respond better to people who are calm and appreciative of help. Hopefully, this will have a positive outcome for you.

I don't think I'd ever go an an AASP unless I had no other choice. I don't want to be charged for a diagnosis, and I'd like to go to a place where they're less likely to pass the buck. They certainly won't meet every unreasonable demand from a customer, but I've gotten exception service directly from Apple. I don't think I've every had to pay for anything other than a battery, and one time an "extraction" was done for free when an AASP would have likely charged $50 just to look at it.

bkim94558 wrote:

I just think it’s weird that the iPhone I sent in had a one inch crack in the top right corner and the iPhone they sent back is completely shattered in the middle of the screen and no sign of the original crack in the top right corner. Tell me how that happens? Plus the shattered one they sent back had a screen protector on it holding it together. Mine didn’t have one on in the first place

OK. Sounds like that's not your phone. I'd be complaining that they messed up and gave you the wrong phone. You did back up your phone before sending it off - right? However, they were right that Apple's policy that any cracked glass will require the replacement in order to do the battery replacement.

Certainly I understand why someone living an hour away from an Apple Store would choose a closer authorized repair shop. However, I always consider an Apple Store to be the preferred way. I've never been charged just to bring in someone, and several repairs cost nothing as a courtesy. I understand if you've got something simple like a battery or glass replacement, they'll probably charge exactly what Apple will. But anything else - who know?

Make an appointment at your Apple Store Genius Bar. When you go, keep your frustration and anger in total check and kill them with kindness. Sure, let them know the whole history, calmly, but they simply respond better to people who are calm and appreciative of help. Hopefully, this will have a positive outcome for you.

deggie wrote:

What country are you in? There are no AASPs authorized for repairs on phones in the US.

The screen has to be removed in order to access and change the battery. Although you may have had a small crack in the corner when removing the screen the pressure used can easily cause the crack to spread as glass is prone to do that. This is why Apple will tell you up front that you will have to pay to repair the screen prior to your battery replacement. The 3rd party shop should have done the same. So pay the $129 and get your phone repaired.

I didn't think there are any AASPs in the US either. Apple would in the case where a customer in the US is too far from an Apple Store, send them a box to ship the phone directly to Apple. I've never seen where Apple directed anyone in the US to a 3rd party shop. Perhaps the OP is not in the US?

bkim94558 wrote:

The one I sent in was working and a small crack in the screen.

The battery can not be replaced without removing the display. If the screen was cracked, you must pay for an out of warranty replacement of the screen.

It's possible that they attempted to do it without notifying you ahead of time, and shattered the display in the process. Either way, though, you're going to have to get the display replaced.

Apple is frankly not going to do anything about this. Anytime you let a 3rd party shop open your phone, you've lost support from Apple. I can't believe anyone at Apple suggested you go to a 3rd party shop to begin with. Apple has a strict policy of refusing service on any phone serviced by anyone other than Apple. In some countries of course, Apple has authorized service providers if they don't have a physical presence themselves, but by your own admission, you have an Apple store not far from you and you could and should have sent your phone to Apple, when they had a battery available for you. Apple might, if you're really nice and ask for help let you get an out of warranty replacement, but you'd have to not have an attitude and hope they smile on you.

rbrylawski wrote:

Apple is frankly not going to do anything about this. Anytime you let a 3rd party shop open your phone, you've lost support from Apple. I can't believe anyone at Apple suggested you go to a 3rd party shop to begin with. Apple has a strict policy of refusing service on any phone serviced by anyone other than Apple. In some countries of course, Apple has authorized service providers if they don't have a physical presence themselves, but by your own admission, you have an Apple store not far from you and you could and should have sent your phone to Apple, when they had a battery available for you. Apple might, if you're really nice and ask for help let you get an out of warranty replacement, but you'd have to not have an attitude and hope they smile on you.

If this shop didn't actually get into the phone or replace the battery, I don't think the OP is really in any different a situation than had it been just dropped. There are no aftermarket parts, and it doesn't sound like they actually managed to open it.

And funny how the OP mentions $129, since that's what Apple will charge for the repair. Most 3rd party repair places try to undercut Apple's prices. I had someone visiting Asia who got an iPad Mini 2 glass repaired for about $15. Not perfect but it was cheaper than the $249 (almost the price of a refurbished one from Apple) that an Apple Store employee said was the accidental replacement cost, and where I bought a new 32 GB one on sale for $300 later on.

iPhone Screen Repair & Replacement - Official Apple Support

It's not completely clear whether the 3rd party provider opened the phone or not. I hope the OP schedules an appointment at the Apple Store Genius bar and asks as nicely as possible for an out of warranty replacement. That would be the best solution they can hope for. It will cost $299, but they'd be getting a fully refurbished phone and a 3 month guarantee to boot.

What country are you in? There are no AASPs authorized for repairs on phones in the US.

The screen has to be removed in order to access and change the battery. Although you may have had a small crack in the corner when removing the screen the pressure used can easily cause the crack to spread as glass is prone to do that. This is why Apple will tell you up front that you will have to pay to repair the screen prior to your battery replacement. The 3rd party shop should have done the same. So pay the $129 and get your phone repaired.

KiltedTim wrote:

bkim94558 wrote:

The one I sent in was working and a small crack in the screen.

The battery can not be replaced without removing the display. If the screen was cracked, you must pay for an out of warranty replacement of the screen.

It's possible that they attempted to do it without notifying you ahead of time, and shattered the display in the process. Either way, though, you're going to have to get the display replaced.

I believe what the OP is finding unusual is that it doesn't work at all when it did before sending it in, and there are no signs of the cracked glass that was there before - only shattering at a different part of the glass.

And yes that's the case of an official Apple battery service with any damaged glass. Maybe they can manage to remove it, but they still have to put it back in place by pressing hard on the glass.

No, again we only have the OPs word for where it was cracked, no visual evidence. Regardless it would still be $129 to repair it. But either way his issue is with the 3rd party shop that he dealt with, not Apple and he will have to take it up with the management of that firm.

rbrylawski wrote:

deggie wrote:

What country are you in? There are no AASPs authorized for repairs on phones in the US.

The screen has to be removed in order to access and change the battery. Although you may have had a small crack in the corner when removing the screen the pressure used can easily cause the crack to spread as glass is prone to do that. This is why Apple will tell you up front that you will have to pay to repair the screen prior to your battery replacement. The 3rd party shop should have done the same. So pay the $129 and get your phone repaired.

I didn't think there are any AASPs in the US either. Apple would in the case where a customer in the US is too far from an Apple Store, send them a box to ship the phone directly to Apple. I've never seen where Apple directed anyone in the US to a 3rd party shop. Perhaps the OP is not in the US?

I just got curious and checked with Apple Support where I could send in my iPhone 7 for a new battery. I got 19 choices, and 12 of them aren't Apple Stores. More Best Buys than any other AASP, and I wouldn't let them take a screwdriver to my phone. Some even have appointments for today. There's even an Apple Store in San Francisco that has an appointment for today.

deggie wrote:

What country are you in? There are no AASPs authorized for repairs on phones in the US.

The screen has to be removed in order to access and change the battery. Although you may have had a small crack in the corner when removing the screen the pressure used can easily cause the crack to spread as glass is prone to do that. This is why Apple will tell you up front that you will have to pay to repair the screen prior to your battery replacement. The 3rd party shop should have done the same. So pay the $129 and get your phone repaired.

AASPs do service iPhones. I'm having a hard time with Apple's website trying to find locations though. I enter my zip code in the San Francisco Bay Area and I get Miami. I enter any city in my area (San Francisco, CA for example) and it gives me six locations in San Juan (including two Best Buys) that will service an iPhone.

This place says they're Apple authorized to service iPhones in my area.

http://www.mobilekangaroo.com/services/

However, from the sound of it, this shop gave back a cracked screen iPhone (with a nonfunctioning display) that didn't even have the original crack in the corner.