In any business, customer is the king. In the same spirit, Apple has robust customer care to handle iPhone fault issues with perfection. Solutions offered to depend on your device problem. Apple can replace, refund, or repair your iPhone for free or at a subsidized fee. The in- house stores also follow in the same customer satisfaction routines. They render quality advice and services to iPhone users who reach out to them.
According to three ex-Apple veterans familiar with the company’s operations, Apple employees are not supposed to offer “No” as an answer. They should at least use indirect ways even if the service is not available. In case the customer’s request isn’t possible, clear explanations or alternatives must be offered.
The company guidelines on iPhones that can be replaced or repaired under warranty are contained in the Visual/mechanical inspection manual. Some iPhone damages that Apple cover and can replace include;
- Display anomaly such as fragments under the display screen.
- Misaligned Face-Time camera foam.
- A single hairline like crack on the display without evidence of impact point.
- LCD cracks
- A malfunctioned camera due to laser contact effect.
- Excessive abrasion resulting to puncture holes in transit.
The guidelines however do not cover iPhones that show customer interference. Damaged handsets with evidence of disassembling, missing parts, third-party parts, etc. nullify the warrant.
Customers who sign for the AppleCare+ enjoy extra covers. For example, their warrant period is increased from one year to two. Extra risks are also covered such as those from accidents and catastrophes. Below are common damages your iPhone can suffer and how to go about it to get Apple to replace or repair it:
The Common Damages To Cover Apple Repair or Replace Service For Your iPhone
Liquid/Water Damage
Apple has water/liquid tester that changes color in case your iPhone comes in to contact with liquids. Before December 2009, Apple relied heavily on this technique in replacing iPhones. The Liquid contact indicator is strategically positioned at the headphone jack. If exposed to water, it changes its color to pink. Without exposure, it is white. If an iPhone has been exposed to water, the warrant is void. If your warrant is active, you can receive a free replacement or free repair. In that case, you will have to pay for repairs or just buy another phone.
Apple’s method to rely on the indicator as a measure to justify exposure to water isn’t very perfect. In December 2009, a lawsuit was launched in the US where the company was accused of not honoring their warrants. The plaintiffs claimed that the liquid contactor indicator changed color even without iPhone’s contact with water.
Therefore, if you understand this loophole, you can still convince Apple to replace or repair your iPhone for free. The method was challenged on the basis that climatic factors caused the change to occur.
Dead Speakers
Apple will always replace iPhone showing manufacturing defects. If your speaker’s problems are not caused by headphone jack clogging, you can get help without paying a single coin. Before handing over your phone, however, check the two possible causes of this malfunction.
One could be due to outdated software. You can fix this yourself by updating your device software. The other is the presence of fluff in the headphone jack. It causes the phone to behave as if it has plugged in speakers. To fix this, remove any fluff that could be in the port.
Battery Draining Fast
According to information on the Apple website, it offers a one-year limited warranty that covers the battery. If in case within this period your battery malfunctions, a free replacement is possible. You can also extend the warranty duration by subscribing to AppleCare+ protection plan. Apple will replace your battery free of charge if within this period the battery capacity drops below 50%.
For out of warranty phones, Apple has a customized battery replacement program. For iPhone X, XR and XS, you pay just £65. The other higher versions from SE to 8 Plus, you pay £45. You may also be required to pay an additional postage fee.
The battery drain problem could be due to power-draining applications. You should first try uninstalling or deactivating all apps that you are not using. If this does not work, then you can go for the battery change option.
Apple does not encourage third party batteries. You should consider going for Apple or its service providers for battery replacement.
To order for battery replacement, follow the steps below;
- Visit Apple’s website and navigate to Get Support Page.
- From the list of iPhones select your type.
- Choose Battery and charging option.
- Select battery replacement.
- Choose between Bring in for repair and send in for repair. If you don’t prefer your phone being away for long, consider the first option. Due to backlog in Apple stores, your iPhone may stay for long before servicing.
- Key in your postcode to locate the locally available Apple service providers.
iPhone Not Charging
Charging problem could be due to different hiccups. The first thing checks whether your power cable is working properly. If you can get another cable from a friend, use it to test. Apple can replace the power cable that comes with your iPhone if it malfunctions within the warranty period.
A faulty battery can also be a cause if the cable is not the problem. In case this is the problem follow the criteria above to replace your battery.
The charging port could be defective also. Consider taking your phone for repair at either Apple store or a certified service provider.
Smashed Screen
Replacing iPhone’s smashed screen is one of the expensive things. Most people end up shelving their handsets if their screen smashes. Apple also due to the expenses involved they sometimes convince people to pay for new phones.
If you are subscribed to AppleCare+ plan, you may not spend as much to replace your broken screen. It covers for you and you are just required to pay about £25. So, if you want to send your iPhone to Apple for such repair it’s still possible. Most people under the AppleCare+ are the ones who go for this service.
Sometimes people also go for third party screen repairs which are cheaper. This also ends up messing some iPhone functionalities and features. Allowing tampering on the device also voids your warranty.
Screen scratch
Apple will rarely replace your scratched screen for free. Unless it is a manufacturing defect that doesn’t show any impact point. To protect your screen, it’s always advisable to use screen protectors. To repair screen scratches, you may have to part with about £90.
Constant Phone Crashing
This problem sometimes occurs due to software failure. Before requesting a replacement from Apple, you should try some adjustments. Check whether there is enough memory space. Some iPhone users report their phones to crash yet the phones are jammed with hundreds of videos and photos. You can reset your handset to see if it starts working normally.
You can also experience this problem if there are pending iOS updates or installed apps. An application that worked normally can start crashing if it has updates that you have not downloaded. Check on the pending updates section and see whether there are updates you need to make. Make sure you follow the troubleshooting procedures offered by Apple on their website. Once you have exhausted all the DIY means, you can then opt to hand your handset overt to Apple for diagnosis or replacement.
Replacing your iPhone when accidentally damaged is easy when you have a warranty or support coverage. Sometimes, complaints from users may force Apple to come up with free replacement programs.
Consumer Legal Rights
If your iPhone is still under warranty and gets spoiled, Apple will have to honor its terms. The Apple warranty includes the following;
Every iPhone you buy has 90 days after-sales technical support. The warranty covers the following areas; a branded iPhone and all the other accessories contained in the Apple product box. All the accessories are covered against defects when used in the right way for one year from the purchase date. The accessories should not be tampered with. This means using them in accordance with Apple’s published guidelines. The guidelines include technical specifications in the user manual, service communications, etc.
What Is Not Covered by The Warranty
Apple states that its warrant is limited. Even though it spans a year, it doesn’t cover damages due to accidental handling, modifications, or disassembling. Also, if the liquid contact indicator has been triggered the warranty is void.
In the legal document, Apple states that the warranty doesn’t hold in cases like following;
- The consumable accessories designed to diminish with time such as batteries, covers, etc. The warranty can only apply in case of failure caused by a manufacturing defect or workmanship.
- Cosmetic damages such as dents, screen scratches, and breakages on ports.
- Damages resulting from the use of other products.
- Accidental damages or catastrophes such as fire, earthquake, abuse, liquid contact, etc.
- Damages occasioned by operating the iPhone outside the Apple’s guidelines.
- Upgrade damages such as expansions when undertaken by a non-representative or an unauthorized service provider.
- Apple product that has been modified without prior authorization from the Apple management.
- Defects due to normal wear and tear or depreciation with age.
- A product without a serial number or it has been defaced.
What AppleCare Includes
AppleCare protection is a more elaborate warrant that goes up to two years. To enjoy this plan, you must purchase it within 30 days after purchasing your iPhone. This however is a limited product than AppleCare+. If you have already purchased it, you can include the AppleCare+ which offers both technical support and hardware coverage.
The AppleCare+ coverage includes up to two accidental damages. With this support, you can get an express replacement for your iPhone. How much you can pay for AppleCare+ depends on your iPhone model. With iPhone SE going at $99 and $199 for iPhone X.
The plan has additional hardware coverage for the battery pack and its related peripherals such as USB cable and adapter. If your battery capacity goes below 50% you can ask for a replacement.
Consumer Laws About Damages on iPhones
Different countries have diverse consumer laws that govern their jurisdictions. EU for example, the consumer laws demand that you should receive a replacement or repair for defects present at delivery. In the UK, this statutory isn’t limited to just the two-year period. A consumer has a legal right to demand repair to even six years after purchase. The uphill task however is proving indeed the defect was there when you bought the iPhone.
The UK Sales of Goods Act of 1997 states that; consumers can expect goods to be as described; of satisfactory quality and fit for the purpose made known. Using the final clause, a consumer can argue that the product failed the quality test due to a fault. The drawback of this clause is that it is difficult to get a replacement or refund after six months. It becomes very hard to prove that the default was pre-existing and not due to your use.
There is also an EU 1999/44/EC directive. IT states that there is a two-year guarantee for consumer goods within all EU states. Depending on countries this period is even more. Therefore, some manufacturers may have longer warranty duration.
FAQ – Frequently Asked Questions
If I replaced my screen previously and it breaks again, can Apple fix it?
Apple can only replace your screen if your warranty is not interfered with. Allowing anybody else to replace your iPhone screen voids the warrant.
If I jailbroke my iPhone, will Apple replace it?
Yes and No. Yes, if you are wise enough to restore factory settings before handing over your iPhone. This way you can get over it and be able to get a replacement. Otherwise, if the jail breaking is detected, it definitely voids the warranty. That means no replacement.
If I didn’t purchase my iPhone from Apple can they still replace it?
Yes. Legally, Apple offers a warranty for their products, so the fact that you didn’t purchase the product from them doesn’t mean you can’t take it to them. However, if you realize a fault on your handset, it is good to take it back to the outlet where you bought it. The experiences also prove that going to Apple stores themselves for replacements and repairs is the best option. Their assessments and services are better compared to mobile dealers.
Is it possible to trade a broken phone towards repair costs?
Yes. However, the discount offered will depend on the level of damage on the broken iPhone. Apple introduced this program recently. They exchange the old phones from customers as part of the sale bargain.
If your iPhone has been destroyed and you think you can afford the cost of repair, this is a good option. You can at least get something in return from the deal. You just inquire about the terms via a call or walk into any one of their stores.
Will Apple give me a new iPhone?
No. It is not likely to receive a new iPhone as a replacement for your phone. In most cases, you’ll receive refurbished phones. They can be either of similar type or lower model depending on the damage of your phone. Whatever model you receive, that doesn’t affect your warranty in any way.
My iPhone is out of warranty, can Apple replace it?
Yes. Apple has out of warranty iPhones plan also. Whereas it is not possible to receive free services, your handset can be replaced at a cheaper cost. The fee will be determined by the damage on your handset.
Is it possible to join one of Apple’s free repair programs?
Yes. However, only a few Apple products are under free repair programs. Most of such cases are due to products or models that Apple realizes to be problematic. They can call for a general free repair or replacement targeting the specific product.
Recap
Unlike Android phones, the process of repairing an iPhone is regulated. You have always to be careful when using and repairing them. The operations of Apple are among the highly guarded secret and that’s why their products have remained opaque. They have a group of geniuses who run the show from front to the backstage.
To exploit the full potential and capabilities of an iPhone phone and make sure that you don’t regret it, just follow their guidelines. By all means, you should always take Apple stores or their certified service providers as your number one problem solver. Even though the third-party kits may be cheaper and tempting, they end up compromising your warranty. You can also subscribe to various protection plans. You will be assured in case something happens to your handset you are secure.
Unless you have exploited all the available methods to fix your iPhone, never opt for independent solutions. You can also depend on various customer protection rights to force Apple to fix your phone. You can use your country’s consumer laws and rights, to press this.
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