Iphone 6 broken screen - repair experience/tips sought

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dejadeadnz

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Topic # 180939 27-Sep-2015 09:34

Long and short story is that my phone had some unscheduled contact with the concrete and the screen has a couple of lengthy hairline cracks. I did an online chat and have it on record that Apple will charge "only" $170-something NZD for a broken screen only repair. I have sent them a diagnostic and the online agent confirmed that my phone is all fine hardware-wise and having tested everything myself.

This appears to be a change from Apple's previous stance that no repairs are available on the IPhone 6. I have personally known of a couple of pretty unhappy experiences with out-of-warranty/outside of warranty repairs with Apple-authorised repairers. If you've had a broken screen on your IP6 and had it successfully repaired by an authorised Apple repairer in Auckland, I'd love to hear from you. I am particularly wary of claims of additional damage and massively long repair times when I have personally seen this done in 30 minutes in an Apple Store in Aus.

And generally speaking, which authorised repairer would be you people's preferred option?

Everything happened on a good Saturday night (no alcohol involved) - gutted.

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Reply # 1396133 28-Sep-2015 21:43

Okay, latest update for anyone interested.

It's confirmed: if only your glass is broken, the phone is definitely repairable. However, I rang two of the authorised repairers in Auckland and both have never heard of that option. So I followed up my chat with Apple by phone and there was a bit of wait time during the first two calls as the CSRs worked out what to do etc. Then I couldn't provide me IMEI number as I did not have my broken phone with me during the second call and the CSR scheduled a callback.

Appointed callback time came and Apple called. Long and short is that if the authorised repairers here won't help you, there is the mail-in repair option. And for "all the hassles that [I] went through", Apple without me asking waived the repair costs and I will shortly get sent a box to use to send my phone away. This is nothing short of superb service.

So for anyone who have smashed the glass on their screen, don't risk a crap repair that voids your warranty. Ring Apple up and chances are it can be repaired.

dickytim

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Reply # 1396258 29-Sep-2015 06:53

dejadeadnz: Okay, latest update for anyone interested.

It's confirmed: if only your glass is broken, the phone is definitely repairable. However, I rang two of the authorised repairers in Auckland and both have never heard of that option. So I followed up my chat with Apple by phone and there was a bit of wait time during the first two calls as the CSRs worked out what to do etc. Then I couldn't provide me IMEI number as I did not have my broken phone with me during the second call and the CSR scheduled a callback.

Appointed callback time came and Apple called. Long and short is that if the authorised repairers here won't help you, there is the mail-in repair option. And for "all the hassles that [I] went through", Apple without me asking waived the repair costs and I will shortly get sent a box to use to send my phone away. This is nothing short of superb service.

So for anyone who have smashed the glass on their screen, don't risk a crap repair that voids your warranty. Ring Apple up and chances are it can be repaired.

And again Apple come through for a customer!

I have had nothing but great dealings with Apple on warranty issues. The most problems I had were with repair agent.

Great news for you.

I know a little more than nothing but not much...

dejadeadnz

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Reply # 1396780 29-Sep-2015 19:36

dickytim:
I have had nothing but great dealings with Apple on warranty issues. The most problems I had were with repair agent.

Great news for you.

To be honest, I was extremely grateful for being able to bypass a repair agent, whether I had to pay for the repair or not. The thing that I found classy about dealing with Apple is that they don't rely on superficial charms like fake apologies, calling you "sir" 1000 times or other ingratiating stunts that are so overdone that it becomes infuriating (Spark helpdesk, I am looking at you). I got put on hold quite a bit during the first couple of calls as the CSRs worked out what to do and to confirm that they could honour the online chat CSR's promise. They were open to me about this, as was the fact that they needed to put me on hold to put down detailed notes so I don't have to repeat myself.

Calls were quickly answered, I NEVER, EVER had to repeat any points apart from providing a reference number, and the CSRs always followed up with additional written confirmation of points discussed by e-mail. On one level, this kind of thing is quite basic but it's something that Telcos in NZ never seems to manage. Even in announcing that my repair was free, the CSR did it in a classy way which just mentioned the long time I had to spend and my loyalty as a customer. No condescending BS making it sound like they are making a huge exception for me etc.

surfisup1000

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Reply # 1397173 30-Sep-2015 10:58

I have exactly the same issue with my screen, single hairline crack. Phone is otherwise fine.

I think I went throught the same steps as you , but they are asking $544 for the repair. I even showed them your post but they were unmoved.

Here is the chatlog....[edit: formatting fixed]

Hi aaaaaaa! In the unfortunate event that we are disconnected your chat ID is: aaaaaaaaaa. How are you today?

Me: good thanks

Tameka That’s wonderful!

Tameka How can I help you today?

Me: i have a hairline crack in my iphone screen.

Me: the display itself seems ok,

Me: just the outside glass.

Tameka I just want to make sure I understand: You’re chatting in about the crack on your iPhone glass. Is that correct?

Me: yes

Tameka I know that having your iPhone in pristine condition is really important. I would be concerned as well.

Tameka I will do all that I can to help you with this.

Tameka XXXXXXXX, were you chatting in to get an appointment for a repair?

Me: i want to know my options and how much it costs.

Tameka I’ll be more than happy to help you with that.

Tameka Where are you located?

Me: tauranga

Tameka Thank you so much for that.

Tameka Would it be ok to share a link with pricing in this chat with you?

Me: yes

Tameka Warranty & Service Pricing(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window) TamekaOnce you click on the link, click on the “Warranty & Service Pricing” tab on the left hand side of the screen.

Me: ok

Me: i can't see the screen repair price

Tameka Wonderful. Because this is not hardware related, it would not fall under Limited Warranty.

Tameka So that means you would fall under the Out of Warranty part.

Tameka The possible pricing repair would be NZ$ 544

Me: really?

Tameka Yes.

Me: i know someone who was quoted $170 for the apple screen repair (by apple)

Tameka Did they take their iPhone into a location for that pricing?

Tameka Unfortunately, I can’t put my hands on the device and I’m unable to gage the damage.

Me: it is on a forum, i can give you the link...but it was for mail in service.

Me: they said, the apple chat csr did an online diagnostic

Me: and the phone was fine

Tameka That very well could be. I won’t know the pricing until I go through the process of setting up a mail in service.

Me: can i give you the link?

Tameka Sure.

Me: i was hoping to get the same service as this person...

Me: http://www.geekzone.co.nz/forums.asp?forumid=76&topicid=180939

Tameka Again, it’s “possible” pricing.

Me: ok

Tameka Thanks for the link.

Me: if you just read the first two posts from "dejadeadnz"

Tameka So, with all of the information shared, which option did you want to take.

Tameka I did.

Tameka Did you want to take it in to your carrier or the Mail-in option?

Me: I was trying to see if i can get the same price for repair first, and the mail-in service is OK too.

Tameka I can’t guarantee that pricing, but I can see what the system says. How does that sound?

Me: ok sounds good thanks

Tameka Wonderful!

Tameka Can you verify your IMEI #?

Me: yes, just a moment... Me:aaaaaaaaaaaaaaaaaaaaaaa

Tameka Thank you so much for that.

Tameka Is your shipping address the same as your billing address?

Me: yes

Tameka What’s that address?

Me: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Tameka Great!

Tameka Thanks for that.

Tameka Can you confirm your email address for me, as well?

Me: xxxxxxxxxxxxxxxxxxxxxx

Tameka Also, your phone number, please?

Me: +xxxxxxxxxxxxxxxxxxxxxx

Tameka Thank you very much.

Me: no worries

Tameka One moment while I get this set up and give you some pricing.

Me: cool, thanks for looking into this for me.

Tameka Before I can proceed, can you turn off the “Find My iPhone” on your device?

Me: ok, find my iphone is now off

Tameka Wonderful. Thank you.

Tameka I have to ask: Has your iPhone been in any contact with liquids?

Me: no

Tameka Wonderful!

Tameka The pricing is NZ$ 544. The breakdown is: NZ$ 21.74 + $3.26 tax for shipping charge and NZ$ 473.04 + $70.96 tax for repair of device.

Me: OK, that is probably too much.

Me: but thanks for your help

Tameka You’re very welcome.

Me: I was hoping to get the same deal as the person in the post I showed you

Tameka Would you like to take it in to a carrier or Apple Store to see if you can get a different price?

Me: They will say the same thing I would imagine.

Me: but thanks for the help

I wonder why the inconsistency. Were you ringing as a personal customer or business?

dejadeadnz

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Reply # 1397576 30-Sep-2015 20:23

I was ringing as a personal customer as it's a personal phone. Try calling Apple - it might make a difference. If you still have no luck, hold tight - once I send in my phone (the mail in box has yet to arrive) and it comes back repaired, I am happy to give you the relevant information etc and you can quote it back at them.

jarledb

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Reply # 1397585 30-Sep-2015 20:39

The price that dejadeadnz quotes is about the same I was told was the price for fixing the screen when I went in with my (very damaged) iPhone 6 Plus in July, to an Apple Store in Edinburgh, Scotland.

BUT, I was looking at the NZ Apple site now and could find no such pricing. The only pricing there seems to be replacement not screen repairs. In the US (and apparently UK) there seems to be screen repairs available as well.

This page on the US site talks about the pricing (which may be for AppleCare+, thats not entirely clear)
https://www.apple.com/support/iphone/repair/screen-damage/

So there might be some confusion amongst the support staff what actually goes in New Zealand.

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surfisup1000

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Reply # 1397687 1-Oct-2015 03:33

jarledb: The price that dejadeadnz quotes is about the same I was told was the price for fixing the screen when I went in with my (very damaged) iPhone 6 Plus in July, to an Apple Store in Edinburgh, Scotland.

BUT, I was looking at the NZ Apple site now and could find no such pricing. The only pricing there seems to be replacement not screen repairs. In the US (and apparently UK) there seems to be screen repairs available as well.

This page on the US site talks about the pricing (which may be for AppleCare+, thats not entirely clear)
https://www.apple.com/support/iphone/repair/screen-damage/

So there might be some confusion amongst the support staff what actually goes in New Zealand.

I am in the US next year, maybe i can just rock into an apple store while there. Alternatively, the NZ repair cost is way more than my insurance excess so that is another option - unless my insurance excludes mobile phone damage :)

Either way, dejadeadnz seems to have been more persistent which may have paid off.

CYaBro

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Reply # 1397745 1-Oct-2015 07:54

As an AASP I can confirm that we don't have the option of replacing screens on iPhones in New Zealand.
The only option is a whole unit replacement.

We have had a few people come in that have also been told it would be about $180 to replace the screen but when we called Apple support to ask about this they have said "we thought the customer was calling from Australia."

Mail in repair could be a different story however.

If your iPhone has a single hairline crack, with no other damage to the housing or point of impact on the glass, then Apple may cover the whole unit replacement under warranty, or under NZ consumer law.

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nathan

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Reply # 1397816 1-Oct-2015 11:06

dickytim:
dejadeadnz: Okay, latest update for anyone interested.

It's confirmed: if only your glass is broken, the phone is definitely repairable. However, I rang two of the authorised repairers in Auckland and both have never heard of that option. So I followed up my chat with Apple by phone and there was a bit of wait time during the first two calls as the CSRs worked out what to do etc. Then I couldn't provide me IMEI number as I did not have my broken phone with me during the second call and the CSR scheduled a callback.

Appointed callback time came and Apple called. Long and short is that if the authorised repairers here won't help you, there is the mail-in repair option. And for "all the hassles that [I] went through", Apple without me asking waived the repair costs and I will shortly get sent a box to use to send my phone away. This is nothing short of superb service.

So for anyone who have smashed the glass on their screen, don't risk a crap repair that voids your warranty. Ring Apple up and chances are it can be repaired.

And again Apple come through for a customer!

I have had nothing but great dealings with Apple on warranty issues. The most problems I had were with repair agent.

Great news for you.

considering the price paid for the phone, and _2/3_ of that price is pure profit, that is the sort of after sales service I would be expecting :)

surfisup1000

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Reply # 1398085 1-Oct-2015 15:30

CYaBro: As an AASP I can confirm that we don't have the option of replacing screens on iPhones in New Zealand.
The only option is a whole unit replacement.

We have had a few people come in that have also been told it would be about $180 to replace the screen but when we called Apple support to ask about this they have said "we thought the customer was calling from Australia."

Mail in repair could be a different story however.

If your iPhone has a single hairline crack, with no other damage to the housing or point of impact on the glass, then Apple may cover the whole unit replacement under warranty, or under NZ consumer law.

That is what my phone has, single hairline crack , no damage to phone. Not even sure how it happened actually, i just went to use it one day and it had this crack. I must have bumped something while it was in my pocket I guess. Still , screens don't just crack without impact so assumed it would be on me.

1eStar

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Reply # 1398228 1-Oct-2015 18:47

Surfisup1000: Ring apple international and talk to them, they will set you right. The number is 00800 7666 7666. Your call will be routed to Australia, they will give you a case number and tell you where to send it to. Quite likely they will send a refurbished unit, so backup etc is imperative. No need to get angry or impatient with them, they are pros. It's a while since I've dealt with them myself, but others have all reported good results. You just have to TALK to them! All the best.

dejadeadnz

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Reply # 1398352 2-Oct-2015 00:00

surfisup1000:
I am in the US next year, maybe i can just rock into an apple store while there. Alternatively, the NZ repair cost is way more than my insurance excess so that is another option - unless my insurance excludes mobile phone damage :)

Either way, dejadeadnz seems to have been more persistent which may have paid off.

I wouldn't pin too much hopes on getting your phone sorted in the US. My understanding is that the IPhone warranty (unlikely all other Apple products) isn't international and I have certainly seen Kiwis refused fixes in the Australian Apple stores.

Honestly, try calling Apple again - wouldn't say I was particularly persistent and honestly the Apples involved needed little convincing that the phone can be fixed at the price quoted. I have just sent my phone out for repair and from the details of what Apple sent me, my phone will be going to Australia. I'll keep you posted on my results.

surfisup1000

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Reply # 1398355 2-Oct-2015 00:29

1eStar: Surfisup1000: Ring apple international and talk to them, they will set you right. The number is 00800 7666 7666. Your call will be routed to Australia, they will give you a case number and tell you where to send it to. Quite likely they will send a refurbished unit, so backup etc is imperative. No need to get angry or impatient with them, they are pros. It's a while since I've dealt with them myself, but others have all reported good results. You just have to TALK to them! All the best.

I'll give it a go.

I am certainly not angry with them , my clumsiness is another story though :)

Worst comes to worst, my insurance excess is $250.

CYaBro

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Reply # 1398389 2-Oct-2015 01:21

surfisup1000:
CYaBro: As an AASP I can confirm that we don't have the option of replacing screens on iPhones in New Zealand.
The only option is a whole unit replacement.

We have had a few people come in that have also been told it would be about $180 to replace the screen but when we called Apple support to ask about this they have said "we thought the customer was calling from Australia."

Mail in repair could be a different story however.

If your iPhone has a single hairline crack, with no other damage to the housing or point of impact on the glass, then Apple may cover the whole unit replacement under warranty, or under NZ consumer law.

That is what my phone has, single hairline crack , no damage to phone. Not even sure how it happened actually, i just went to use it one day and it had this crack. I must have bumped something while it was in my pocket I guess. Still , screens don't just crack without impact so assumed it would be on me.

If what you say is true then definitely talk to Apple or take it an AASP and they will inspect it and advise whether it will be covered or not.
Sounds like it should be though.

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sdav

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Reply # 1398468 2-Oct-2015 09:22

A shop in Takapuna, Auckland does it for $200 but i think they use a third party screen.

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