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
Also from the Warranty Document:
So I you could say it’s a remanufactured product, from new and refurbished parts. To me that equals a refurbished iPhone.
@ Dan: That says “The replacement iPhone will be NEW or equivalent to new in performance and reliability.” I also know this from issues i had with my 3G. I wanted to know if it was new or a refurb and vodafone contacted brightpoint and told us that the models they were giving us were new and that they have stock of new phones for people who need a replacement.
(MrJordanClennell has made 6 comments)
@ MrJordanClennell: Yes so where you have capitalised “NEW” I will capitalise “OR EQUIVALENT TO NEW”.
The 3GS I got from Apple was a “remanufactured” (thus refurbished) model. It had a different serial number to the one I sent in (so not the same model that was repaired) and came in a white box with “Apple Certified” on the front, the same as this:
[img]http://www.iphonewzealand.co.nz/wp-content/uploads/2011/02/Screen shot 2011-02-08 at 8.25.01 PM.png[/img]
and more importantly “Apple Certified Refurbished” on the back, the same as this:
[img]http://www.iphonewzealand.co.nz/wp-content/uploads/2011/02/Screen shot 2011-02-08 at 8.24.00 PM.png[/img]
Dan wrote:
And if you phone was brand new, perfect condition (2 months old) and broke?
Still all good?
(kazuya has made 7 comments)
Just an update .I got my iphone4 from Hong-Kong ( factory Unlocked) ,it has home button issue .Apple said they will honor warranty even though it was not purchased in NZ
.Sending it to Brightpoint tomorrow.
I have read all over the web that Apple will not honor warranty for phones purchased else where but not sure if the rules have changed.
(Metalspree has made 15 comments)
oh yeah.. Apple WILL honour them and has been for some times due to user complaints. I have had phones coming in from all over the place and Apple US and Apple NZ has agreed to honour them..Good thing apple has done..however the battery is a bit of big big issues here.. there’s quite a bit of problems with it (isolated incidences of it exploding or leaking). Foxconn and BYD had a war over apple’s battery contract, and I guess Foxconn’s manufacturing process is not that good enough… If your battery gets warm DURING USE and not explosed to sun light, it’s a sign of potential problems that need to claim warranty.
(Partsurf_NZ_Ltd has made 1 comment)
mine only gets warm after 30 min plus facetime calls
(Nordy has made 46 comments)
Hi just wondering how Kazuya got on at small claims court? I purchased my phone form Magnum Mac now name Youbee. Took phone in to be repaired they sent it to brightpoint who deemed the phone faulty and have given me a replacement iphone4. Yes i said replacement which means a refurbished phone. I was not happy that i have paid $1200 to end up with a refurbished phone through no fault of my own. I asked for a new phone or a refund and they will not give me either. I want to take this to small claims court, under the consumer guaruntees act aren’t they supposed to honor my request of a refund? Any advice would be much appreciated.
(courtneyclark50 has made 3 comments)
@ kazuya:
Kazuya how did you get on with your phone in the end?
(courtneyclark50 has made 3 comments)
Too bad, depending on the fault (if fault is not mainboard issue) if you take it into us we may give you a brand new hardware unlocked ip4 from Apple (12 months warranty), I recommend you to sell your refurbished phones ASAP before it crap out..they do crap out.. if the reason for refurbishment is due to chip failure or OBF failure.(Out of Box failure)..
(Partsurf-NZ-Ltd has made 3 comments)
I had no choice, they sent it to brightpoint saying they are the only ones who service iphones. I ofcourse believed them thinking my phone would be repaired but no they couldn’t or just couldn’t be bothered more like and have left me with a refurb phone. Where to go from here?
(courtneyclark50 has made 3 comments)
Refurb iPhones are warranted like a new iPhone (12months) and they test all the parts to make sure they are up to standard some of thwarts are actually new. Although I do agree refubs aren’t the same as brand new but most people can’t tell the difference, nor care.
(ginger12 has made 8 comments)
I would have thought as long as the replacement iPhone comes with a 12 month warranty and looks and works 100% what would be the problem. I had replacement 3g iPhones and they where fine.
Apple is the only company which has a great warranty and looks after their customers.
It seems to me Apple have look after you well
(kiwiadventure has made 58 comments)
I had a refurb 3GS given to me when my home button went on the orginal after about 8 months, its now around 18 months old and the home button has only just started to fail again. Not bad I reckon. About to send my iphone4 in for the same issue….
(Nordy has made 46 comments)
So if you need a repair DO NOT use the form on the apple website. It does nothing, it goes nowhere and you are left frustrated when you call apple and they tell you without telling you that it goes no where and does nothing…
(Nordy has made 46 comments)