iPhone battery replacement - Password Req

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Level 1

10 points

iPhone battery replacement - Password Req

My friend was getting their iPhone 6s battery replaced in the Palo Alto store. When they handed their iphone to the apple genius, they needed to turn off Find my iPhone (sure), as well as provide both their iPhone's Passcode AND their Apple ID Password.

This freaked me out honestly. Why is this needed? Is there an official statement as to what is needed in order to have one's iPhone serviced.

I just don't feel comfortable giving up both my Passcode and my Apple ID Passphrase. This seems to be a huge attack surface to be honest - and as the genius was typing into their iPad my friend's passcode and passphrases, I thought about all the ways this information could be leaked.

After getting their iphone back, I had to help them change both their passcode/phrases. Huge pain in the rear. So I'm wondering if there is a document that I could print/point to on an official Apple site regarding what information is needed and not needed? Thanks in advance.

iPhone 8 Plus, iOS 11.3.1

Posted on May 18, 2018 9:42 PM

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Answer 1

y_p_w

Level 6

17,784 points

May 18, 2018 11:01 PM in response to jflowers

jflowers wrote:

I really had hoped for something other than this - but looks like I'll need to consider wiping the phone prior.

I've been reading older discussions about requests for passcodes with battery replacement service. It doesn't seem to be unusual, although one mention was of just turning the passcode off. The asking for the Apple ID password seems to be unusual though.

Passcode sharing needed for battery replacement?

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Answer 2

y_p_w

Level 6

17,784 points

May 18, 2018 10:34 PM in response to jflowers

jflowers wrote:

After getting their iphone back, I had to help them change both their passcode/phrases. Huge pain in the rear. So I'm wondering if there is a document that I could print/point to on an official Apple site regarding what information is needed and not needed? Thanks in advance.

There are several versions of the retail repair terms. However, this one seems to cover the use of data:

Apple Inc. Repair Terms & Conditions

You agree and understand that it is necessary for Apple to collect, process and use your personal information in order to perform service under these T&Cs. Apple will protect your information in accordance with Apple Customer Privacy Policy available at URL www.apple.com/legal/privacy.

If a customer is really uncomfortable doing this for a battery service, the device can be completely backed up and then wiped before bringing it in for service. That's also in these terms:

Apple understands that your data may be valuable to you. Data loss during service is always a possibility, and in some cases, data may be unrecoverable, erased, or reformatted during service. For this reason, it is your sole responsibility to back up all existing data, software, and/or programs from your product, and to decide whether to erase any such data from your product, prior to receiving service.

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