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I went to the Apple Store in Miami today to get a replacement iPhone after the touchscreen on mine broke when I dropped it on my wood floor.
Since I read on the iPhone warranty that “service may not be available if your iPhone has been damaged due to accident or abuse,” I wasn’t expecting the store to give me a free replacement.
And they didn’t. Despite my pleas, both the tech support rep and a manager insisted that the warranty would not cover any physical damage.
So I reluctantly handed over $250 big ones — an act I’m hoping to soon forget — to get myself a replacement iPhone.
Apple’s repair fee for the iPhone is much too high, in my opinion. I feel that charging $250 for something that probably costs $10 or $20 to fix is taking advantage of customers.
Apple knows that once I’ve paid the hefty price for an iPhone, I’m not likely to leave it damaged and buy a competitor’s phone, especially when there are few phones out there that can offer the same user experience. They could probably charge a repair fee of $400, the price of a new iPhone, and people would still pay up.
So I went home and tried to forget about the arm and the leg I’d just given to Apple in exchange for a new iPhone. Then, as I was importing my backed up contacts from iTunes and upgrading to firmware version 1.1.3, I noticed a significant discoloration on the chrome that I had missed before.
Had the iPhone replacement cost me $50, I would have disregarded the smudge, but for $250 I refused to settle for a new iPhone that was anything less than perfect. So, irritated, I drove back to the Apple Store and explained this to a manager.
Although he was nice, he tried to explain to me that certain defects are “within spec,” and that I might be out of luck.
He said, “for example, if a pixel on the screen is out, that would be within spec and we wouldn’t be required to replace it.” In other words, “if we give you a damaged product, it’s not our fault.”
I refused to accept such a nonsense policy, so the manager agreed to put me on standby so that I could talk to a tech support rep at the Genius bar. Once I was called up, the tech support employee replaced my phone without hesitation.
Now I’ve finally got a clean, functioning iPhone. Next week, I’m ordering myself a case so that this doesn’t happen again. Can anyone recommend a good iPhone case?
46 Comments So Far...
I really like my Agent18 plastic form fitted case. Yet it doesn’t provide protection for the screen. You might like the Sena MagnetFlipper Case for iPhone (Croco Black). It wraps your iPhone in leather and has a nice flip cover for protecting your screen. It would definitely cushion the iPhone in a fall.
Thanks Joshua! I’ve got my eye on the Agent 18 EcoShield for iPhone. It looks pretty nice. It doesn’t cover the glass but at least the edges of the case are lifted slightly above the screen so that the phone wouldn’t fall directly on the glass if I were to drop it again (God forbid).
I owned the Agent18 Eco looks great but made minor scratches to the nickel area of my phone. No grip, two times it slid of my fingers. I still looking for the best case or cover or skin.
Any suggestions on the best approach to take at the Apple Store when bringing in an iPhone that dropped and has a cracked glass (still works, charging wasn’t so good before, a little worse now, volume wasn’t very loud before either.) I’ve heard/read some stores will give you a new one, others won’t talk to you very long.
Max, the Apple Store at The Falls in Miami told me the warranty would not cover any physical damage. If you want any chance at getting a free replacement I’d guess your best bet is to not admit you dropped it, but even then I don’t know what your odds are. Good luck!
I’m new to AiR, but I suggest the iSkin revo for iPhone. The price is a bit up there, but then again I can’t put a price on protection. It’s like no other case.. by the way I’ve been through 4 different cases, including the Agent18 Eco.. no comparison.
I really like my case, its rubber w/ bumpers on the corners. I’ve dropped my phone a few times but I’ve never noticed any damage and it doesn’t make that horrible sound I remember from dropping my old slvr. Anyway, the rubber absorbs shock better than other material and though it takes away from the fancy sleekness, its worth it. I think its by a company called dlo, that’s what of says on the case. Or maybe its olo.
Oh and the bumpers stick out a little bit so even if you drop it on its face, the glass won’t touch the floor. Good luck with your new phone!
oh right, the only thing I hate about it, its got this annoying thing on the back for storing the iPhone headphones but since I don’t use them, I hacked it off with an exacto blade. Not very pretty but whatever.
Brigid, I think you mean the DLO Jam Jacket. I like the looks of that case but I heard from other people also that the headphone thing on the back is more of an annoyance than anything. Thanks for sharing.
Joshua, I have the SENA MagnetFlipper Case for my I-Phone. It’s a pretty nice carring case, made of leather. It wraps your iPhone in leather and has a nice flip cover for protecting your screen. It would definitely cushion the iPhone in a fall. The only problem I have with this case is that the corners of the phone are not protected. If you happened to drop your phone on one of the corners they will be damaged.
Hold on everyone!. I just got out of my car and my Iphone fell out of my ZCover Silicon Case. Where do I go now- Zcover or Apple. Do I wait for 3G. Of course my glass shattered over 50% of the screen. The Bottom line is, what I thought was the best case ” really stinks”. This event happened 15 minutes ago. I thought i would check the Web and see how much this glass cost. I am really bummed. I am curious if Z cover will even care. Any way don’t buy a Z case even if it looks cool. Darrell
I love my Iphone, but I think it’s too expensive, and the fact that if you drop it out of your pocket it breaks and the only thing that apple offers is a $250 fee to replace it. The fact that neither AT&T nor apple offers insurance is a rip off. The bottom line buy a stupid protector before it breaks like mine, I have use mobile since I’m 16 and have never broke one, now I’m 28, and get the Apple, I end it up paying $400 for the I phone plus $250 to replace it, and the cover is $80, then I find out that the cost is $50 or less, and they sell it in china for $90, they also where selling the glass in the internet but apple bought all of them.
iPhone should have a real warranty or insurance. The applecare is worthless. It only gives you 1 year more than the basic 1 year it comes with. They will NOT allow you to get insurance on it with your monthly bill like any other cell phone. So, when your iphone stops working after 2 years, you have a $500. worthless piece of junk. Many people, myself included, have owned other PDA phones and dealt with this. At least when my new Treo went bad, the carrier insurance replaced it. As long as I pay the monthly $3 or $4. they have to replace the phone as long as I own it. I paid $359. for the Treo, and it had to be replaced 4 times in 3 years. They never had any abuse, they are delicate, and go bad often. The iPhone is just as delicate and WILL go bad often. If I’m going to pay $500. for the iPhone, I want an insurance that will cover it for as long as I am using it. A $500. phone is EXPECTED to last me a minimum of 4 years. Apple is screwing people by refusing to allow monthly cell phone insurance or a renewable yearly warranty for as long as you have the service. Apple is trying to force people into having a 2 year $500. cell phone! With my current Treo, I will always have a working, fully covered for replacement, cell phone as long as I pay the monthly $4. insurance. That makes a whole lot more sense than the Apple rip off.
I have recently bought a nice leather case for the iPhone, seemed to keep the iPhone safe until I had it in my pocket last week and it hit the side of the chair and cracked in 5 places even with the bloody case on.. So to be honest only the really bulky hard plastic cases may keep your iPhone 99% safe!!
I bought a cover for my iphone called invisible shield. I purchased it at zagg.com It covers the entire phone and I love it.
After hearing that a friend had gotten a new iphone via complaining to the Genius Bar at the apple store, I did the same. Just said that battery “was not performing” and that the speaker sounded a little ‘crackly’. They ran a diagnostic test and after a few minutes I signed a paper and walked out with a brand new iphone, for free.
I am amazed at apple. My daughter dropped her iphone and her glass is broken. The phone still works perfectly, which is surprising. I ask her about a warranty, and she advised she didn’t have one, and of course with her dropping the phone, I was sure they wouldn’t cover the replacement on the phone. Then to find it would cost as much to replace just the glass as the original phone is absolutely crazy. After spending about 20 minutes looking at all the reported problems with the phones, I guess the best thing she can do now, is just find a better phone to buy, and hopefully one that isn’t as fragile. She has tried a number of cases, they seem to cause a problem with the on – off button. So, the cases are still put away, and the phone is now more fragile than it was.
Everyone I know who has an iphone has a cracked screen, including mine and mine had a gel case cover on it when it broke. I refuse to pay apple that much money to fix my screen, thank goodness it still works, it just looks crapy now. But I flash it to everyone telling them this is why they should not buy an iphone. I’m also going to cancel my contract with at&t, I knew once they took over cingular wireless the customer service would go out the window.
August 2008 and Apple is screwing us again! The iphone is a total ripoff. Apple still won’t allow monthly insurance with your plan. ATT says it is Apple that won’t let them offer insurance on the iphone. I spoke to them today. So, you are screwed WHEN this delicate iphone breaks. Apple will not replace it. Even WHEN the sofware goes bad, they won’t replace it. Apple makes you pay them for fixing their iphone! What a bunch of crap. Don’t buy an iphone until they offer monthly insurance plan like other cell phones!
The leather case i got for my phone is stylish and very functional.
http://www.pielframa.com check it out
Well, I had my Iphone for 3 days I was soo careful and carried it to work in the leather case. When I went to use the phone the screen was cracked. I was horrified. Apparently with my leather case the edge of the phone was exposed. I took the phone into the Apple Store the next day and had to pay $299 for a new phone. They will not even service the phone. Since Im a medical professional on-call 24/7 I had no choice but to fork over the $250. However, my credit card company has a policy that covers purchased items that are damaged within 90 days of purchase. I filed a claim and Im still waiting for the result. However, the woman assured me it was covered.
Check out the iphone bitz that the folks at Okley have got on offer. Hardcore….
I have an Agent 18 plastic case on my IPhone and I loved it, all until I just dropped my phone at a wierd angle, on the rug, and my glass just spider webbed. I’m under direct panic right now, and don’t know what to do. I’m checking these sights, and just keep reading horror story after horror story! What is the answer, somebody please. I can’t afford a $250 repair!
For any iPhone repair issues, please visit http://www.iPhoneRepair.com and we can help you address and fix your problem. Thanks
I’m totally disappointed and absolutely bitter, $200 to fix my cracked glass. This is price gauging at its best.
You have got me this time apple, but not for life. Tread your customers like cash cows and they will eventually leave.
iPhoneRepair.com another attempt at ripping me off, why not publish your prices like other repair places. I’m not going to send my phone over and then find out you charge some crazy price and then charge me a ‘quotation’ fee if I don’t accept the repair cost.
is anyone aware that your credit card oftentimes covers purchases accidentally damaged within 90days of purchase? unfortunately at&t charges you double for the replacement, but atleast the first $200 is reimbursed?
i’m in australia so the charges you guys get to fix are different to us – it’s $170 to replace the glass over here, but what really gets me is that they say it will take 8 weeks to fix, and they’ll provide a replacement phone as a borrow for the 8 weeks, but not an iphone! that stinks. also, i didn’t drop the phone, it was in my bag, which was with me all day, and when i took the phone out in the late afternoon it was shattered like a spiderweb. annoyingly little bits keep coming out which is dangerous – they should use better glass. very very very disappointing considering the cost of the phone, and once you’ve got used to using the iphone and LOVE it, you don’t want it broken!
This just happened to me. I dropped my phone in a restaurant and the glass got all cracked and spider webbed. I was pretty shocked when I found out ti would cost $299 to replace a simple glass piece. I ended up replacing the glass and digitizer myself for around $80 after shipping and getting a pry tool. Due to the lack of information out there, I ended up creating site to help tell other iPhone 3G users how to go about repairing their phone and how much it will cost. Im going to post pictures and a video tutorial soon. Hope it helps!
http://3gcrackedglass.com
i found a great place that will repair water damaged or any other type of damage to the iPhone
they work with AT&T and Apple with non warranty repairs
http://www.northbayelectronics.com is the website
they only charged me $125 for a Cracked iPhone 3G
I went to the Apple store today and because I removed the screen after is was damaged when I dropped it, even though the phone was only three months old they refused to repair it, money or no money! Wierd, no just another example of APPLE dictating customer service to it’s customers. Apple Care????? I ask you!
If you search for “www.northbayelectronics.com” you’ll find many
entries that are exactly the same as the one posted above on this
forum. Clearly someone from the company posted all these identical
entries under different user names. Let me balance that entry with
the perspective of a real customer.
I sent my iPhone 3G to NorthBay Electronics to repair water damage.
I called them before I sent my phone in and they said they were getting
so much business that it would take 3 – 5 days to fix my phone.
In the end, they had my phone for an entire week (let’s say 5 business
days), and with the shipping time I was without my phone for 12 days.
I sent the phone in via USPS Express Mail. Apparently no one was home
the first time they tried to deliver it, so a day was lost there. I
chose FedEx for the return shipment. The phone was shipped back to me
via FedEx on a Friday. The price for the FedEx shipment was more than
what I paid for overnight Express Mail, but it was only for the FedEx
2day shipping, so I didn’t receive my phone until Monday, despite the
fact that I’m only 3 hours away from them.
They claimed the battery in my phone wasn’t working as well as it
should, which is plausible for damage such as this. It’s also the
kind of thing where they could claim the battery is bad, charge me
for a replacement, and do nothing. So, I asked them to send me the
old battery. When I got the phone back, the old battery wasn’t
included. Almost two months later, and after several emails to them
and several promises from them, I still don’t have the old battery,
which makes me extremely suspicious.
In the end, although they did actually fix my phone, I can’t recommend
them. Their customer service is poor, and their business practices
are questionable. There are plenty of other companies that offer
this service, some of them very well established. Take your business
to one of these other companies.
that is seriously the best phone case ever! its a little costly for a phone case but its definitly worth it! you will not regret buying one. at least check out the website!
hey I just wanted to let yall know there is a place in Mobile,Al where I’m from called Fone Zone that replaces the screen for $90. They do a good job my phone looks brand new again. Much more reasonable than what apple offers for $250.
We repair iPhones in Australia (www.fixpod.com.au) and the 3G is easier as the Glass/Digitizer and the LCD are two separate parts and the phone is much much easier to open than the 2G model.
hey i have a question for you
what do they asked you ?
i just dont wanna go to the apple store and say that my phone needs a screen repair .
and they ask me for my phone # or something
because i just got the iphone 3g but i didnt buy it
someone else sold it to me
Don’t get the griffin brand of cases! I got one of those and they scratched the whole back and rim of my phone! Any solutions to remove the scratched?
If hte touchpad seems to work ok, will I still need to replace the digitizer? I see glass only for sale on eBay for like $10. Thanks!
I called apple technical service today and they wanted to charge me $300 to replace a cracked glass. I was like youve got to be kindding right? thats a brand new phone… So I decided to say to hell with them and go online and look for a local who repairs it. Listen to this… I got my 3G iphone repaired for $85. Now dont you think apple is ripping off its customers… By the way if you live in miami or in the ft lauderdale are the mans number is 561-350-9656. Good luck people…
since my touchpad still works fine.. i just ordered replacement glass on ebay for $8.50 shipped. It hasn’t come yet, but I’ve seen a couple of videos on youtue how to replace.. I’ll definitely post w/ my results
I hate apple i want that iPhone but if i drop it.. DAM
Apple also told me I would have to pay the $199 for a replacement. I spoke to a genius bar tech and then tried the manager when the tech said there was nothing they could do. I also called apple customer service to see what they said. They all basically told me the same thing, that the cracked/broken glass is not covered under warranty. The guy from apple customer service said that if enough customers complain that apple will surely change their policy on this issue. He was very honest and told me to go to http://www.apple.com/feedback/iphone.html and leave a comment explaining my problem. He said that apple takes this very seriously and this is the reason for the new software scheduled to come out this summer. So leave feedback people! Even if its short. Maybe soon we won’t have to go through this problem anymore and can get replacements like every other phone company does.
Seems like it is really the luck of the draw with getting these screens replaced. My son’s 3G iPhone got a horizntal crack in the glass. He did not drop it. Just removed it from his pocket to use it and noticed it. The “genius” that waited on him said the glass must have been faulty and replaced the screen quickly and for FREE! I guess we just lucked out.
Ok seems like we all have the same problem I got my iPhone mothers day and last week I took my iPhone which has the I frog cover out of my diaper bag it is shattered! I have an appoinment tomorrow at an iPhone store which is an hour and half from my home! I thought I would look around to find cheaper places since I already knew I might end up paying 199 for a new phone since i bought the protection plan…that’s a joke!!! Any way I found a place that is within miles of the I phone shop that. Charges 99 same day repair!!!! Guess were im going forget my appoinment!!! iPhone repair while u wait Austin tx 512 323 9292
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