Oooops!
So you’ve got your nice new iPhone and what’s this…a dead pixel, a hairline fracture, or something else?
Today I’m taking a look at what is (well kinda – see below) and what is not covered under your 1 Year Limited Warranty and we’ll have a look at what to do should you have an issue. Please note this is an extensive post due to the nature of it and I have tried not to skip anything.
Every iPhone comes with one year of hardware repair coverage through its limited warranty and up to 90 days of technical support. (Note: If you want to extend your warranty you can get The AppleCare Protection Plan but it can be purchased only while your iPhone is still covered under the standard one-year limited warranty). But what does the limited warranty cover?
Apple doesn’t officially state what the warranty does cover, however they do go into great detail about what it doesn’t cover though. This is what they say it covers – “hardware and software defects related to the use of the iPhone”. That’s it. great eh!?
Here’s what it doesn’t cover – I would check with Apple for anything outside of these scenarios, you may have a claim:
The warranty does not apply:
- to consumable parts, such as batteries, or protective coatings designed to diminish over time unless failure has occurred due to a defect in materials or workmanship
- to cosmetic damage, including but not limited to scratches, dents, and broken plastic on ports
- to damage caused by use with non-Apple products
- to damage caused by accident, abuse, misuse, liquid spill or submersion, flood, fire, earthquake or other external causes
- to damage caused by operating the product outside the permitted or intended uses described by Apple
- to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Apple or an Apple authorized wireless service provider)
- to a product or part that has been modified to alter functionality or capability without the written permission of Apple
- to defects caused by normal wear and tear or otherwise due to the normal aging of the product
- if any Apple serial number has been removed or defaced
NOTE: If your iPhone has water damage it voids the warranty….. regardless of what you are claiming for under the warranty. So if your iPhone has a crack, but the water sensors have changed colour then the cracks will not be covered.
The iPhone has handy indicators inside the headphone jack and the dock connector to see if there is “water damage”. Check out this Apple Knowledgebase entry for full details including illustrations of what to look for.
So what to do should you have an issue?
[UPDATED] – 08/02/2011
There is currently only one iPhone Service agent in New Zealand. Brightpoint.
Brightpoint are the official Vodafone Repair Agent and all Vodafone repairs go through them, including the iPhone (although these are replaced not repaired). Brightpoint will be your service agent if you purchased your phone from anywhere in NZ other than the Apple Online Store.
Apple used to use MobilefoneRepair however they have gone in to receivership. Please do not send your device to MobileFoneRepair instead please contact Apple directly as per the instructions below
The first thing to do if you have a problem is to call Apple Support on 0080076667666 from a landline (international freephone). They will ask you some questions and take some details from you. Based on this, if they feel you have a valid warranty claim they will advise you what to do next depending on where you purchased the iPhone and they will give you a reference number to take with you. Although not completely necessary I highly recommend doing this.
Next, make sure you have your Proof of Purchase. If you have lost it you will need to contact the place of purchase and ask them for a copy.
Vodafone
After you have called Apple and they have given you your reference number take it, along with your iPhone and proof of purchase, to your local Vodafone Store. They will take some details and arrange to send the iPhone away to Brightpoint.
IF they have a loan phone available they will supply one to you, however there will be a deposit on the loaner. (XT customers take note, you may get a loaner that won’t work on the network).
If you want to make sure all will be okay before going, then call Vodafone iPhone Support on 0800700787.
Note: Vodafone are the only ones that will give you a loan phone.
Magnum Mac
MagnumMac don’t service the iPhone themselves. A MagnumMac purchased iPhone can be returned to store and they will then return it to Brightpoint. The agreement is between the customer and Brightpoint, not the customer and MagnumMac. So there is just a form you fill out then MagnumMac submit the details online and ship to Brightpoint.
You will need to take your Proof of Purchase, Apple Ref Number, and iPhone (of course).
DSE / Harvey Norman or other 3rd Party Vodafone reseller
These places don’t service the iPhone themselves, however if they are an iPhone service agent then they can arrange to send it to Brightpoint for you.
So the first thing you need to do is contact your local store and see if they are an iPhone service agent. If they are then you can take it to them and they will return it to Brightpoint.
If they are not a service agent then you need to go to a Vodafone Store/First Mobile/Digital Mobile as above.
In all cases you will need to take with you the Proof of Purchase, Apple Ref Number, and iPhone (of course).
If you want to make sure all will be okay before going, then call Vodafone iPhone Support on 0800700787.
NZ Apple Store Online
Apple have advised that they are actively looking into a new service agent here in New Zealand to replace the services MFR offered but are still very commited to providing the highest level of service.
Please contact Apple on 00800766766 and select option 2.Once you are through you will be required to provide the serial number of your iPhone. This can be found under “Settings -> General -> About”
The operator you get will then diagnose the fault with you over the phone and confirm that it is a hardware fault.
You will then be transferred to a Senior Advisor who will determine the best course of action. This may include you sending the device to Apple for them to inspect and then them sending you a replacement, or them just sending you a replacement. It will be assessed on a case-by-case basis.
(don’t forget to get your Apple Ref# when talking to them).
Australian Purchased
Brightpoint do not cover iPhones purchased outside of NZ. Please contact Apple iPhone support. Please Note: “Apple may restrict service to the country where Apple or its authorized distributors originally sold the hardware product”
Once Brightpoint receive it they will inspect it and if the claim is valid will replace it. IF they think your claim is not valid they will send it back un-repaired and you may be billed. Which is why I suggest getting a Ref Number from Apple before doing anything.
How long will it take?
According to Vodafone repairs via Brightpoint should take 1 – 2 weeks.
You can check your iPhone warranty status here to check how long is left on your warranty. Please note that if/when your iPhone is replaced the warranty will continue from your existing iPhone. You don’t get a new warranty with the replacement.
Please note: Due to the nature of the iPhone repair process, it is highly recommended that any data is backed up before being sent for servicing
I hope this helps those that may have issues. Let us know in the comments of any personal experiences with this.
(Note replacements maybe “refurbished iPhones”)
All information was sourced from Vodafone, MagnumMac, Apple and MobilefoneRepair
great article!
loving the site man.
nick
(nick has made 3 comments)
If you are in Auckland, I would strongly recommend going straight to mobilefonerepair as they replace it as long as there is no evidence of drop or liquid damage. I went there at 3 and got it a new working iPhone at 4.30
(Jin has made 2 comments)
I wonder if anybody has experience of getting their iPhone fixed under the Consumer Guarantees Act?
(gobby has made 2 comments)
gobby wrote:
The warranty is pretty good — I’m not sure there’s much that the CGA covers that this warranty doesn’t, so you’d have little cause to invoke it?
(Steve has made 645 comments)
@ Steve:
I should have been more specific. I’m thinking about getting the iPhone fixed after the warranty has expired, and the fault is not due to misuse. I don’t have any problem yet but my gut feeling is that a > $1000 phone that dies after 12 months does not have acceptable quality that lasts for a reasonable time.
(gobby has made 2 comments)
@ Steve:
I would like to know that to.
My 3G iphone is out of warranty (by about 6 months) and the phone is starting to come apart where the bezel joins the back case. As a result the back is developing hairline cracks along the side and is also cracking at the base connector.
Surely a $1200 phone shouldn’t be coming apart after 18months? CGA would be my only option to get it fixed / replaced without having to pay for it.
Is the CGA an option?
(hudds has made 3 comments)
The CGA could be an option. Speak to your local Citizens Advice Bureau – they give free advice on issues such as the CGA and (if I’m not mistaken) hold lists of what they believe would be the fair expected lifetime of a number of different items, so I’d imagine they have an agreed expected lifetime for a mobile phone, too. Seems to me that somewhere around 2 years would be reasonable.
Having said that though, have you actually spoken to Apple? You never know, they may agree and you should definitely exhaust that avenue before you try to invoke the CGA. Invoking it involves lodging a claim with the disputes tribunal. I believe the cost is somewhere around $50 and you can usually schedule a hearing pretty quickly. If Apple won’t / can’t help and you’re left with a dud phone, it may well be worth spending the $50 giving it a go.
Let us know how you get on.
(Steve has made 645 comments)
This topic is quite interesting for me right now. I bought a white Iphone 16GS in August 09. It developed a hairline crack next to the silence switch – I use the switch a lot. It is a well looked after phone and has never been dropped onto any hard surface – perhaps once onto the carpet. I sent it to mobile phone repairs with all the docs ( having got a number from the apple call centre). Their service has been excellent – helpful phone staff and quick communication. Remember, though, they are merely agents for Apple.I got an email back – yes there is a hairline crack, BUT the water indicators have changed colour so that voids the warranty. How does water cause plastic to crack??? I had no issues with phone function at all but feel for the money I paid i would expect the casing to last! So they offer me a refurbished phone for $483. That comes with a warranty – but only for the life of my original purchase not a year for the ‘new’ phone.
If I dont take refurb phone I still have to pay $50 ‘service fee’. In NZ iPhones are not repaired ( I was told) – they are just replaced IF covered by warranty and not necessarily by a new phone.
Anyone had issues with refurb phones? What do you think? what would you do.
(windycity has made 2 comments)
windycity wrote:
They’re not saying that the water caused the plastic to crack, but the water damage (which is a separate issue) has voided your entire warranty. Therefore, they cannot fix the hairline crack under the warranty because it is void. Bit of a bummer though. You can actually tell for yourself if the phone has been ‘water damaged’ as the USB socket and headphone socket have indicators that change colour inside them. Search the site for my article about buying a second-hand phone for more info on this.
Rule of thumb: if your iPhone’s water -damage indicators have changed colour, don’t bother putting it in for a warranty repair.
(Steve has made 645 comments)
I don’t believe Apple is to good on water damage indicators. The reason I think this is because I spilt an entire glass of water on my MacBook so I took it to Magnum Mac and a week later they told me the laptop had a faulty logic board! The same thing happen with my friend and his iPhone!
Ryan Collins
(Ryan Collins has made 15 comments)
Ryan Collins wrote:
My phone did have an immersion incident and so I knew the indicators had changed. I obviously hadnt read the fine print for warranty. In fact the phone worked perfectly well despite its water incident but that alone voids all other warranty covered issues!
Anyway the service I got from mobile phone services was excellent. I took the offer of a refurb phone and will suck it up. Phone arrived today and looks brand new – has all the plastic sticky coverings as if was out the box, no scratches etc. Lesson learned – dont keep phone in pockets near toilets — they fall in!! LOL
(windycity has made 2 comments)
I got my iPhone 3G as a christmas present in 2008. It has been slowly developing hairline cracks all over the device. I rung apple and they said that i would have to pay. I told them i was covered under the act and (given that a mobile phone has an expected lifetime of about 5 years) that i wouldn’t be paying for it. I sent them through a link to the consumer guarantees act and 30 minutes later i got a call back saying that i could take my phone and the case number into vodafone to have it repaired for free.@ Steve:
(rawrman4429 has made 7 comments)
@ hudds: I can give you the link. http://www.consumer.org.nz/reports/consumer-guarantees-act/the-guarantees
(rawrman4429 has made 7 comments)
@ rawrman4429:
did you send them a link for a particular page? or just the act generally?
cheers
(hudds has made 3 comments)
Apple’s ‘water damage voiding the entire warranty’ is a crock – and should be exposed for the consumer cheating thing it is. The CGA trumps Apple’s warranty, and under the CGA there has to be a connection between the defect and the reason Apple is seeking to decline it. So cracks (and in my case a yellowing screen) are unrelated to ‘water damage’ and the disputes tribunal would find against Apple every time.
I would have taken them on except my work decided to replace the iphone instead.
I saw a forum post somewhere, where a chap took Apple to the DT and they didn’t even show up (so he won).
Apple’s warranty makes me fume (if you couldn’t tell already)…
(Xigel has made 2 comments)
My iPhone 3GS is being sent to Brightpoint today for replacement as I have an hairline crack between the mute switch and the chrome bezel. It’s going to be like losing a limb not having my iPhone for the next week or so but I’ll let you all know how the repair / replacement went on the other side! Wish me luck!
(Steve has made 645 comments)
Am I the only one that finds it funny that Steve has to use an R100 until he gets his iPhone back?
Yes, Dan. Yes, you are.
(Steve has made 645 comments)
Hey! Those R100s are ok, they make for excellent drinking phones!
(Mak has made 222 comments)
@ Steve:
even though my iphone is from aussie and i sent it to bright point will they repair it for me?
(lakeview01 has made 198 comments)