Apple will Replace your iPhone?
Apple has indicators that show whether the iPhone has come into contact with water. Prior to December 2009, the company had an iPhone Liquid Damage Policy, which meant a warranty claim could be denied based "solely on a Triggered Headphone Jack LCI and or Triggered Dock LCI".
The LCI is a Liquid Contact Indicator that's hidden in the device's headphone jack and charging port, and signals excessive exposure to water. If Apple fi nds this LCI is white it shows that the paper hasn't come into contact with water, and therefore your warranty is intact. However, if it's pink, your warranty is void and you may face an expensive repair bill.
Apple was taken to court by a number of plaintiffs in the US, who claimed they were denied service because the indicators in their devices had turned pink. They wanted to highlight an issue with the Liquid Submersion Indicator Apple used that might cause them to turn pink even if the device had not been submerged in water. Even normal humidity could have caused the tape to turn pink, according to the lawsuit. Crucially, since December 2009 Apple has used the phrase "Liquid Contact Indicator" to describe the tape, which before that date it described as a "Liquid Submersion Indicator". Apple agreed to settle the case out of court.
The same issue raised its head in the UK back in June 2010, when the BBC's Watchdog reported that unhappy Apple customers were claiming poor after-sales service when they returned faulty iPhones. Apple Store staff were insisting faults were the result of water damage, which voided the phones' warranty, leaving customers little option but to buy a new iPhone, pay for the repair or shop elsewhere.
Watchdog suggested Apple was failing in its duty to properly check customer claims that iPhones had stayed clear of water or liquid.
As a result of the compensation case in the US, you may fi nd evidence that your iPhone has come into contact with liquid won't necessarily mean Apple will refuse to fi x it as it might once have. With a little knowledge about compensation cases in America, and awareness of the Watchdog investigation, you may be able to persuade Apple your iPhone was never submersed in water.
Sound Problem
We have heard from a number of people who've told us their iPhone speaker stopped working. In a couple of cases this was because there was fluff in the headphone port, which made the phone think the headphones were plugged in. This was easily rectifi ed. Another potential fi x is simply to do a software update. However, you can rest assured that Apple will replace an iPhone if it's a manufacturing defect.
The battery is draining too fast Apple explains on its website that its one-year limited warranty includes replacement coverage for a defective battery. You can extend your coverage to two years from the date of your iPhone purchase with the AppleCare Protection Plan for iPhone. If during the plan's coverage period your iPhone battery drops below 50 percent of its original capacity Apple will replace it. If your phone is out of warranty, Apple offers a battery replacement program that costs £55, plus a £7.44 shipping fee if required.
It may not, however, be the battery at fault: there are a number of iPhone apps that suck the power out of your battery. For example, we fi nd that if we leave Words With Friends running in the background our battery will empty quickly. The best advice is to close down any apps you don't require.
iPhone Stop Charging
It may well be the power cable at fault here. With past iPhones, we've found that the wires bend and sometimes become exposed on the bit of flex before the plug. Your warranty covers the power cable and other accessories that came in the box, so Apple will replace it. If you can get your hands on another power cable try it out. We haven't experienced this issue with the new Lightning power cable on our iPhone 5, which suggests it's an issue Apple has fixed. If it is the battery at fault, you'll want to refer to the above section on battery replacement.
Smashed Screen
We are pretty sure this is the number - one reason why people take their phone to the Apple Store to plead for a replacement. As with the battery, Apple has a system in place to arrange the repair of your phone screen, although it will cost you. It charges £139 to replace a cracked screen (£146.29 if you use the mail order service). However, Apple has plans to replace screens in store, so the price might soon decline.
You may well decide that it's not worth the price of a repair and be seduced by Apple into paying for a new handset. We've yet to hear from someone who was able to argue for a free screen replacement having smashed their iPhone. You may be able to find someone else to repair the screen for less, but you should be aware that letting someone else tamper with your iPhone would void your warranty.
Scratched Screen
Apple won't replace your screen for scratches and we very much doubt that you will be so put off by the scratches that you happily pay £142.29 for a new screen. Next time you get a new iPhone you might want to consider using a screen protector. Or don't keep it in your pocket with your keys.
Jailbroke My iPhone Will Apple replace it
No. But the question is, will Apple even know? If you can return your iPhone to factory settings before taking it to the store you may be lucky enough to get it past the Geniuses. If you can't do that, they will probably be able to tell you jailbroke your phone when they access it via the test system in store, and they won't be so keen on fixing it.
Apple has a statement on the matter of jailbreaking: "iOS is designed to be reliable and secure from the moment you turn on your device. Built-in security features protect against malware and viruses, and help to secure access to personal information and corporate data. Unauthorised modifications to iOS ('jailbreaking') bypass security features and can cause numerous issues to the hacked iPhone, iPad, or iPod touch." As a result, "Apple may deny service for an iPhone, iPad, or iPod touch that has installed any unauthorised software."
Hardware at Fault
Sometimes it's the software rather than the hardware at fault, and if your iPhone keeps crashing, the chances are that it's a software error. Before taking the iPhone to an Apple Store, reset your handset and make sure you have updated your software.
It's also a good idea to check how full the memory is. We've met people with iPhones so full of video and photos that they stopped working properly. A bit of a spring clean can do the world of good. Another thing that can affect the performance of your iPhone is the apps you run on it. Is a particular app causing the crashes? Check to see whether there is an update available for it.
Sometimes an app that always worked well will suddenly stop working because Apple has made a change to iOS. You should be able to fix the phone yourself if you follow this advice.
Apple provides troubleshooting advice on its website (tinyurl.com/c7mtkp6), so you can follow these steps and see if that fixes the problem.
Apple Replace iPhone
If you feel that there is a fault and you are unhappy, you can take it back to the shop where you bought it for an exchange. However, a quick look around the web suggests that Apple is a lot more helpful when it comes to iPhone servicing and replacements than the mobile networks. Apple provides the warranty, so legally it's up to them to deal with the fault. Don't feel that purchasing the iPhone elsewhere means you can't take a broken handset to Apple.
How to Replace My iPhone
You can arrange to send your iPhone to Apple to service or you can take it into a store. You can just turn up at a Genius Bar and hope to be seen, but it is wise to make a reservation. Just select your closest store and pick the date and time. Please make sure you back up the phone before you take it anywhere. Start your support request at expresslane.
apple.com
You'll be greeted with a number of troubleshooting questions which may well solve your problem. Other options
include Send in for a Service, Talk to Apple Support Now, Schedule a Call, Call Apple Support Later, iChat, Take in for Service, Contact Carrier. You'll need to type in your serial number, which you
will be able to fi nd in Settings → About.
How much will it cost to get my iPhone fixed?
If your iPhone is within warranty and eligible for repairs, service is available at no charge for 12 months from the date of purchase.
There are also options for iPhones that aren't covered by the warranty. If you have an iPhone 5 the Out-of-Warranty Service costs £186.44. For an iPhone 4S the Out-of-Warranty Service is £146.44. And the iPhone 4, 3GS, iPhone 3G and Original iPhone will cost £126.44. (Note: in some of the literature we looked at on Apple's site it to suggest that the original iPhone wouldn't be covered any more.)
The fee quoted may not even be that high: when setting up out-of-warranty service, Apple explains that the final service fee charged will be determined during testing and may be less than the service fee listed.
Apple may refuse even the out-ofwarranty replacement for an iPhone you've repaired yourself. But you might as well ask.
Replace My Broken iPhone with a Newer iPhone
If you are under warranty, then Apple should replace your broken iPhone, but it's unlikely they would give you a newer model. You should also note your replacement phone may not be new - it's likely to be refurbished. However, that will not affect your warranty. iPhones that are repaired or replaced have a 90-day limited hardware warranty or assume the remainder of your standard warranty or AppleCare Protection Plan for iPhone coverage, whichever is longer, Apple states.
