Applecare+ - issues claiming accidental damage??
Hi people,
Need to get some input on this, hope the people of HWZ will be able to lend some insight into this matter.
My friend's brother's fiancee took a fall yesterday - and fell onto her iPhone 6 which was in her back pocket. The phone is protected with a tempered glass SP and thus the damage was more in the rear of the phone where it was quite badly bent out of shape. As she had purchased AppleCare+ for her phone, I told her it should be easy to get a replacement - raise a ticket with Apple online, then head down to either QCD or A*Lab for a one for one exchange with the $108 handling fee.
She chatted with Apple Support online and was told to head down to QCD today to get the phone exchanged. HOWEVER, it seemed that once she was there, it was near impossible to get it exchanged. I was not there but apparently, QCD took a photo of the damaged phone and sent it over to Apple Singapore warehouse, and her claim was REJECTED. I have no idea why. Things that were allegedly mentioned include Applecare+ only covering equipment that is within economic repair, that it's void once the internals are exposed, that the replacement fee is FROM $108 and not a flat $108, and I think there's some insinuation that she had intentionally bent the phone since there was minimal damage to the screen. I believe there was also mention that the insurer (AIG) will not cover the phone once internals are visible.
My question is, if that's what AppleCare+ covers, then there's really no reason to buy AppleCare+ at all is there? My understanding (and I've reread the relevant AppleCare+ clauses a few times this afternoon) is that they will try to repair the phone, but if it's not repairable they will exchange it for a new (or as-new) phone as long as the consumer pays the $108 flat servicing fee. There's zero mention of BER or replacement fees going beyond $108.
Is this a wrong assumption to make? They spent the whole afternoon at QCD trying to sort this out to no avail, and I would like to find out if there is any additional recourse for them - or should they just send an irate email directly to Tim Cook about it?
Thanks in advance for anyone sharing their claim history or any insights on this!
Hi people,
Need to get some input on this, hope the people of HWZ will be able to lend some insight into this matter.
My friend's brother's fiancee took a fall yesterday - and fell onto her iPhone 6 which was in her back pocket. The phone is protected with a tempered glass SP and thus the damage was more in the rear of the phone where it was quite badly bent out of shape. As she had purchased AppleCare+ for her phone, I told her it should be easy to get a replacement - raise a ticket with Apple online, then head down to either QCD or A*Lab for a one for one exchange with the $108 handling fee.
She chatted with Apple Support online and was told to head down to QCD today to get the phone exchanged. HOWEVER, it seemed that once she was there, it was near impossible to get it exchanged. I was not there but apparently, QCD took a photo of the damaged phone and sent it over to Apple Singapore warehouse, and her claim was REJECTED. I have no idea why. Things that were allegedly mentioned include Applecare+ only covering equipment that is within economic repair, that it's void once the internals are exposed, that the replacement fee is FROM $108 and not a flat $108, and I think there's some insinuation that she had intentionally bent the phone since there was minimal damage to the screen. I believe there was also mention that the insurer (AIG) will not cover the phone once internals are visible.
My question is, if that's what AppleCare+ covers, then there's really no reason to buy AppleCare+ at all is there? My understanding (and I've reread the relevant AppleCare+ clauses a few times this afternoon) is that they will try to repair the phone, but if it's not repairable they will exchange it for a new (or as-new) phone as long as the consumer pays the $108 flat servicing fee. There's zero mention of BER or replacement fees going beyond $108.
Is this a wrong assumption to make? They spent the whole afternoon at QCD trying to sort this out to no avail, and I would like to find out if there is any additional recourse for them - or should they just send an irate email directly to Tim Cook about it?
Thanks in advance for anyone sharing their claim history or any insights on this!
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