Apple Servicing Question

[ColeYang]

I think you should contact Apple again. I called Apple directly this morning and they waived off $550 of replacement fee. Here's my story:

I sent in my iPhone 6 after I my iPhone cannot be powered on after switching it off the previous night. After 2 days, a.lab sent me an email with a quotation of $550 for the replacement handset as they claimed that my LCI has been triggered. To my surprise, I've never spill any liquid over my phone nor I've used it under the rain. After some heated exchange of emails, I decided to call Apple for help.

This hardware specialist that I've talked to also found the situation weird so after checking my account, he told me he will do everything he can to waive off the replacement fee as he mentioned that I'm a loyal Apple fan since I've bought every iPhones and nearly all category of their products. LOL! He told me not to worry and he will settle everything for me.

Soon after, he called me back and told me that he has spoken to the manager of a.lab. He was able to waive off the replacement fee and even got him to prepare a replacement phone for me (even though I've already told him I already have a spare phone). He kept apologizing as my phone was down like as if it was his fault and kept asking if I was happy or satisfied with the outcome.

I've always heard Apple has world class customer service and after today's incident, I have never been more certain about. My advice to you is to call Apple again and slowly explain your situation to them. They are not a unreasonable bunch unlike authorized service providers. I believe you will find a solution soon.

Hey man, i need to thank you for posting this. My mom's iphone 6+'s warranty expired on 24/Jan this year, but we noticed that the screen kept shutting off by its own, so we brought it down to ALAB. A nice guy advised us to contact Apple directly to see if they'll be able to help.

Sure enough, Apple told me they'll give me a replacement unit, and I went back to ALAB. But HECK they quoted me the LCI damage story, and even forgot to replace my screws at the bottom of the iPhone. They asked my mom to pay $600 for a replacement unit instead. I'm not an IT person, but because i saw your post, I went back home and checked ALL the LCIs on the phone...and NONE of the bloody things were triggered.

So I emailed Apple, and after escalating things to their Product Specialist...they finally gave the green light for me to go to ALAB again to exchange a new unit.

Moral of the story? Every single bloody time they tell you Liquid Damage, take out your torch and shine into it and CHECK. Also, don't bother wasting your time at ALAB. It SUCKS.

 

[zenify.me]

Hey man, i need to thank you for posting this. My mom's iphone 6+'s warranty expired on 24/Jan this year, but we noticed that the screen kept shutting off by its own, so we brought it down to ALAB. A nice guy advised us to contact Apple directly to see if they'll be able to help.

Sure enough, Apple told me they'll give me a replacement unit, and I went back to ALAB. But HECK they quoted me the LCI damage story, and even forgot to replace my screws at the bottom of the iPhone. They asked my mom to pay $600 for a replacement unit instead. I'm not an IT person, but because i saw your post, I went back home and checked ALL the LCIs on the phone...and NONE of the bloody things were triggered.

So I emailed Apple, and after escalating things to their Product Specialist...they finally gave the green light for me to go to ALAB again to exchange a new unit.

Moral of the story? Every single bloody time they tell you Liquid Damage, take out your torch and shine into it and CHECK. Also, don't bother wasting your time at ALAB. It SUCKS.

Sent in my 6s to QCD who said they are sending my unit to Apple for repair, hope no LCI bs comes up. Gonna opt for ERS next time should there be a need to service my phone, less chance of getting screwed.

 

[gkhchay]

Sent in my 6s to QCD who said they are sending my unit to Apple for repair, hope no LCI bs comes up. Gonna opt for ERS next time should there be a need to service my phone, less chance of getting screwed.

If you bought AppleCare+, ERS is FOC, otherwise Apple will charge you $38, IIRC.

 

[manofsorrows]

Using ERS is much much better ( even if have to pay ) than to face the nonsense from the aasp.... the agony, queue time, LCI bs etc etc... apple customer svc is world class... reading the experience from adiBoy, you would have a rough picture how apple handles it. I have personally dealt with apple before with my iphone and its really service thats awesome ! talk to them nicely and explain your issue, they will be able to give you a solution. afterall the apple experience is what Apple is also known for....

cant imagine when the Genius Bar comes to Singapore, these aasp how liao...

 

[zenify.me]

If you bought AppleCare+, ERS is FOC, otherwise Apple will charge you $38, IIRC.

Can't find any wording that states only AppleCare+ waive the 38$ charges.
https://support.apple.com/kb/index?geo=Singapore&page=servicefaq&product=iphone

Either way 38$ easily worth the time saved and potential nonsense.

 

[chucks]

Can't find any wording that states only AppleCare+ waive the 38$ charges.
https://support.apple.com/kb/index?geo=Singapore&page=servicefaq&product=iphone

Either way 38$ easily worth the time saved and potential nonsense.

Here's the T&Cs for ERS: https://www.apple.com/legal/sales-support/terms/ersiw-en/

To quote: "The ERS Charge is waived for customers of AppleCare service plans, when applicable."

ERS is a great service, though some people may not be comfortable with this:

"In addition, at the time the replacement product ships, Apple will effect an authorization against your credit card equal to the replacement value of a new product (“Replacement Value”), described at the Service FAQ. This authorization will be maintained by Apple and will be applied against any damage to the original product that is not covered by Apple’s warranty or the applicable AppleCare service plan, or loss of the original product or other payments due Apple."

 

[zenify.me]

Here's the T&Cs for ERS: https://www.apple.com/legal/sales-support/terms/ersiw-en/

To quote: "The ERS Charge is waived for customers of AppleCare service plans, when applicable."

ERS is a great service, though some people may not be comfortable with this:

"In addition, at the time the replacement product ships, Apple will effect an authorization against your credit card equal to the replacement value of a new product (“Replacement Value”), described at the Service FAQ. This authorization will be maintained by Apple and will be applied against any damage to the original product that is not covered by Apple’s warranty or the applicable AppleCare service plan, or loss of the original product or other payments due Apple."

Hmm... seems like the standard 1 year warranty is not considered AppleCare?

 

[kenchi]

Agreed with this
This is why I love Apple support and not the Cmi a lab or whatever

Do hope the real Apple Store is here and have its own service cte

Using ERS is much much better ( even if have to pay ) than to face the nonsense from the aasp.... the agony, queue time, LCI bs etc etc... apple customer svc is world class... reading the experience from adiBoy, you would have a rough picture how apple handles it. I have personally dealt with apple before with my iphone and its really service thats awesome ! talk to them nicely and explain your issue, they will be able to give you a solution. afterall the apple experience is what Apple is also known for....

cant imagine when the Genius Bar comes to Singapore, these aasp how liao...

 

[gkhchay]

Hmm... seems like the standard 1 year warranty is not considered AppleCare?

No, the standard 1-year warranty is not AppleCare+; you have to buy it from Apple within 60 days of the purchase of your iPhone; costs $228 for 6s & 6s+, $138 for earlier iPhones.

 

[needreader]

Advice needed

Dear all, sorry for bumping the thread.

I went to the service centre recently to fix the on off button for my iPhone 5 (which is still under warranty). The CSO tested the phone over the counter and everything is perfect - the phone is usable and just that I cannot on off. However, I can only collect the phone after 3 days.

After 1 hour when I reached home, I received an email from the technician stating that my phone is under water damage. I would need to pay $450 to fix the phone. I am really shocked and surprise by such a response. I don't recall the phone is suffering from any water damage. Everything is perfect just that the on off button is not working well.

What should I do about this matter? Your advice would be much appreciated.