How to return an iPhone under warranty - detailed instructions! How to get a warranty for an iPhone Where to return an iPhone under warranty

Few Russian citizens can afford such an expensive toy as an iPhone. But even people with good incomes do not intend to throw money away. If an expensive phone turns out to be of poor quality (and this happens), they are determined to either replace the device or return the money paid for the device.

The situation is even sadder when poor buyers, wanting to own a status item, take out a loan, after which it turns out that the phone does not work. Therefore, instructions on how to exchange a broken iPhone under warranty for a new device or get your money back will be useful to readers with different income levels.

Until April 2017, owners of a non-working iPhone under warranty had two alternatives. By contacting the service center, they could:

demand a refund for a device that is broken;
get a new mobile phone to replace a non-working gadget.

In the second option, receiving a new iPhone was conditional. The iPhone manufacturer honestly warned customers on its official Russian-language website that a low-quality device would be exchanged for a “functionally identical” product under warranty. The company did not promise that it had not been used by anyone before. In particular, components from other returned phones could have been used during warranty repairs. About, .

The situation has changed since spring. An elite mobile phone can now be repaired, as Apple has begun supplying original parts to Russia. Now a buyer who needs a fashionable device, and not money, has the right to choose what kind of request to contact the service center - for replacement or repair. Owners of failed iPhones 5 and 6 warn that centers are now more willing to repair them than replace them.

What to do if your iPhone is broken

Before deciding where to take the iPhone, the buyer needs to decide what to do. The owner of a non-working mobile phone must have a clear idea of what he wants to achieve from the seller or manufacturer:

return of a sum of money in exchange for a phone;
replacing a defective iPhone with a new, working gadget;
device repair.

The request for a refund for the iPhone should be submitted to whom it was paid, that is, to the seller. To request replacement or repair of the device, please contact the service center. Its employees have similar replacement phones and genuine, non-counterfeit parts that allow them to repair expensive equipment.

Experienced iPhone users advise: if the phone breaks down, it is more profitable for its owner to contact Apple support directly rather than to the service centers authorized by the corporation. This gives the buyer a number of advantages:

Department specialists have the ability to test a non-working phone remotely. Sometimes the problem of its functioning is already solved at this stage.
The owner of the iPhone will be offered to carry out the repair themselves by sending a new part (instead of the “dead” one).
If your phone requires replacement or major repairs, shipping and packing costs will be covered by Corporation. The buyer will only have to call the courier.

When they refuse a free replacement

Free iPhone replacement is provided only under warranty. You can make sure that it is still valid on the manufacturer’s official website by entering the serial number of the device. Depending on the type of device purchased, the warranty period ranges from 1 to 3 years. Without a guarantee, even minor operations (for example, replacing the glass of an iPhone 7 plus) free of charge will become impossible.

However, there are a number of circumstances in which there is no point in handing over an iPhone under warranty, since the buyer will be denied free service, including the provision of a new device. This will happen in the following cases:

the serial number is missing or damaged on the product;
you hand over a stolen phone to a service center (even if the new owner has nothing to do with the theft);
damage to the device occurred due to improper operation of the gadget or installation of unlicensed software;
the phone failed as a result of natural disasters: flood, earthquake, fire;
Traces of moisture were found in the device;
you asked for a replacement after they tried to repair your mobile phone outside the service center.

Before you return your iPhone for replacement, you need to check whether this device is certified in Russia. Without this, the device cannot be replaced or repaired. If the phone has external defects (scratches, stains), a replacement will also be refused.

Start and extension of the warranty period

The warranty for most Apple products starts from the date of purchase. But an exception is made for iPhones: the beginning of the warranty period is the moment the gadget is activated.

If the faulty device was replaced with a new one, then from the moment it was received the warranty period begins to run again. That is, the buyer has at least another year to make sure that this time he has purchased high-quality equipment.

How to get money back without a receipt

The buyer has the right to return an iPhone that is under warranty to the seller. In this case, the store is obliged to pay the consumer by returning the full cost of the phone. If the return does not occur on the day of purchase, the citizen will have to write an application and present a civil passport (if a store employee requests it).

From time to time, conflict situations arise due to the buyer’s lack of a receipt. Without it, stores often refuse to accept expensive phones back. This position of employees is inappropriate for several reasons:

the store maintains detailed documentation regarding the goods sold, and has the opportunity to check whether it really sold a low-quality iPhone;
The Consumer Rights Act allows goods to be returned without a receipt (Article 18 and 25).

When returning an iPhone without a receipt, a citizen has the right to prove the fact of purchase with testimony. There are enough of them to start the procedure of exchanging goods for money. However, the buyer should not expect that the amount paid for the iPhone will be returned to him on the same day. Most likely, the seller will send the device for examination to make sure that the malfunction was not the fault of the owner.

A significant advantage of replacing an iPhone is that the buyer receives a new device with a nullified warranty period. However, service centers have strict requirements for returned phones. The buyer will not be able to return either “gray” or stolen equipment. But if the purchase was transparent, and the breakdown was not the fault of the owner, the consumer has a high chance of receiving a working gadget in return.

An iPhone is a desired acquisition for millions of Russians. But even a high-quality product can have a manufacturing defect. For example, you need to replace the device's battery with a new one before the end of the warranty period. How to do this and where to go is in the material below.

iPhone 6s battery replacement under warranty

If your iPhone battery has become faulty for some reason, there is no need to run to the store for a new one or order it through dubious sites. It is enough to contact the service center or store where the purchase was made.

Replacement with a new battery under warranty can be done free of charge at an Apple service center, if the service warranty period is valid. To do this, you need to prepare the device and provide a standard package of documents.

Before any action is taken, the iPhone will be checked for the causes of the malfunction. If damage is found that makes changing the battery difficult, you must repair the damage and then install a new battery. For example, replacing a cracked screen or external panel of the device.

How do you know if your iPhone 6s battery needs to be replaced?

You can find out whether it is possible to replace your battery with a new one for free on your own. To do this you need to go to the section “Settings” - “Basic” “Device information”. And study the section where the serial number of the device is indicated.

There should be the following Latin letters and numbers: q3-q9 qc, qd, qf, qg, qh, qj. If the serial number (not to be confused with IMEI) contains one of the specified combinations, you can contact the warranty service center or an official representative office (store) of Apple with a request to change the battery. After a service check, if the battery is confirmed to be unusable, it is replaced with a new one free of charge.

How is the battery replaced?

How to prepare the device for changing the battery, and where should I go for this procedure?

Save data using iTunes or iCloud (iTunes or iCloud);
Disable the Search iPhone option;
Erase all information and personal settings from the iPhone. (Settings – General – Reset – Delete data and options (settings).

Next, contact an official Apple device repair and service center. The addresses are on the company's official website. Contact the center operator by phone to clarify the timing of the battery change (optimally immediately, on the day of your call).

Replacing an iPhone with a new one under warranty

Is it possible to replace an iPhone under warranty? According to established rules, the company does not repair, but replaces unusable devices with new ones if there is a manufacturing defect.

The iPhone is a product certified on the Russian market and belongs to the list of technically complex ones. In the event of a breakdown not related to the user's actions during the warranty period, the company is obliged to replace the device with a similar one free of charge.

The warranty period (valid by law) for a new product is 365 days from the date of registration of the replacement. Thus, even if your iPhone 6s has a few days left in its warranty, after replacement, the warranty period is extended by a year.

If an iPhone breaks under warranty, can they replace it?

What to do if your new iPhone 6s is broken? A consumer, having discovered a malfunction in his iPhone before the expiration of the warranty period, has the right to demand that the product be replaced with a new one, in accordance with the consumer protection law.

To do this, you need to provide the service center or store with a purchase receipt, packaging, service coupon and make a written claim in free form indicating a request to replace the product with a new one, in accordance with Apple regulations. In case of refusal, the client has the right to file a claim in court.

Remember: if you are denied repairs on the grounds that the phone was not purchased in Russia, you can also file a claim.

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The specifics of the work of the global company Apple operates on the basic rule: in the event of a breakdown, do not repair phones, but replace them with new ones. Now, if the camera or glass is damaged, the client must contact the company’s offices in their city for support. Below we will tell you how to exchange an iPhone under warranty for a new one, and other nuances and subtleties of this procedure.

The primary task to solve this problem is to go to the official company page in the technical service section. The main question that worries all lovers of apple products is how the return and warranty period works after applying and receiving a new phone model certified in Russia.

According to reviews from clients who have already successfully completed this type of service, many of them had their warranty expiring at the time of their request. There was often a message on the screen indicating that telephone technical support was now available for a fee (in some cases, the values of the consumer protection law must be applied).

In view of this, it was decided to call and consult Apple specialists about the warranty extension period and also how to properly repair and restore the damage. Company representatives said that according to legal documentation, a person can seek help within a year after receiving a new phone. This is a definite advantage, since the service period under the owner’s warranty is reset and extended.

It is also worth carefully studying the amount of information presented on the official website, but just in case, double-check it every time by calling the operator at the support service.

If an accident occurs with a phone, many people have a pressing question: “If my iPhone is broken under warranty, where should I contact?” It's always worth contacting customer service representatives in your city, submitting a request and having it repaired or getting a new one.

You can also contact a specialist in any convenient way. Remember that all data on the device is necessarily re-saved, that is, it can be returned to a new version of the phone. And further replacement is carried out absolutely free of charge and without extra charges.

To understand from a personal example whether your phone is subject to warranty service and replacement with another, you need to look at the “Device Information” section. The serial number of your device must contain the following Latin assignments: q3-q9 qc, qd, qf, qg, qh, qj.

That is, let's consider the case in practice. If your phone needs an iPhone 7 plus glass replacement under warranty, there is no need to run to a dubious store to make a purchase or place an order through websites. You can just contact the nearest service center or the one where the purchase was previously made.

So, here you can replace the battery with a new one for free after providing the necessary set of documents prepared in advance. We will consider more detailed information about the above steps below.

The condition for this is a preliminary service check; if it is confirmed to be faulty under warranty, it is replaced free of charge.

You also need to extend the term of the new phone you received, which, according to the company’s rules, will be a year from the date of its receipt. And if we speak correctly, then confirm with the company employees the veracity of this fact.

If your phone incident is not covered by the warranty, it is better to go and pay money to another service center to reduce the waiting period for mobile phone repair.
Application procedure

The general procedure for circulation can be divided into four stages:

After a breakdown, you must first carefully prepare all the necessary documents (otherwise the case at the customer support call center will not be considered successfully completed). At the same time, it is worth preparing the device for exchange for a new version. Before visiting an Apple Store, try to go through the steps below with your device turned off.

creating a backup copy: for the safety and security of all data on your mobile device;
ID password definition: phone repair in some cases requires completely deleting all files and disabling the Find My iPhone service when using a password;
availability of a sales receipt: if necessary, confirm the valid fact of purchase of a mobile device;
availability of a government-issued document: to confirm identity: passport, driver’s license, etc.

Bring your phone to a valid and certified Apple service center (you can also contact your carrier). On the official website of the manufacturer, you can increase your chances of quickly fixing a broken phone: select the brand of your mobile device by clicking on the appropriate section. Next, you need to choose a topic: physical damage, battery or cellular communications. When expanding the lower window about certain areas of Apple iPhone repair, common issues and brief solutions to resolve them are shown. If the problem you stated is not presented on the website, it is worth requesting personal communication directly with a mobile equipment repair expert to complain about the serviceability.

Then, after some time, a specialist will contact you in any way convenient for you (email, social network chats, etc.).

Waiting for Apple phone repair
If the device is delivered to the company’s service center, repairs may take no more than 7 days, according to the rules specified in the application.

Important! In some cases, errors in the operation of the device can be corrected on the same day, and the client receives a replacement phone.

If you take your mobile phone to an operator, then the timing issue should be discussed directly with the representative.

Required Documentation

To exchange telephone sets, the buyer should proceed as follows, submit the documents according to the list:

serial number of an iPhone brand phone (you can see it on its box);
personal serial phone number, which determines all the subtleties and nuances of the process;
and most importantly, this is a password that will allow you to log into your personal account if necessary.

Features of the procedure

According to document resources published on the pages of the global Internet, there are a number of requirements for defects in mobile devices. That is, in order for the company to repair or replace the device, it must be “broken” in the correct way. So, the following phone models are subject to warranty service, as well as exchange for a new version:

a narrow crack in the glass “without a cobweb”, which should be in the corner;
the manifested effect of the front camera, its displacement from the desired place;
the presence of extra elements under the screen or “broken” pixels (upon prior request from the user).

What to do if the client is really to blame?

Cases that qualify for non-warranty repairs include the following types:

confirmed liquid ingress into the device by the user;
corrosion of the device inside;
serious mechanical deformation of the display;
a crack from which many small cracks and other types of cracks radiate;
the presence of garbage that is extracted in a complicated format;
wiped surface of glass, button or case;
removing the screen (the exception is a swollen battery, which is covered by the warranty);
Your phone's speaker or microphone is very clogged.

Attention! Each case of liquid spillage on an Apple device is considered individually. Since some cases are not covered and repairs are paid for under warranty funds and are repaired for partial payment from the client (corrosion of the screen after liquid contact or personal confirmation from the owner of the phone about what happened). You can't keep your phone floating for a long time and then oblige the company to replace it with a new one.

If the iPhone user shows a dry phone without visible corrosion elements and the presence of a white or gray beacon, it is possible to remain under warranty. In the case of a red indicator, such a moment is impossible.

There may also be isolated cases when it is not fully paid for from warranty funds, but it is still changed to a new version. Handing over the phone in case of any error or malfunction is the direct responsibility of the client. The company’s employees themselves will determine the means to resolve the problem: they will clarify exactly how it broke, what can be done about it, whether it is necessary to buy another model or whether there is a possibility of issuing a new version, etc.

Attention! Please note that these rules do not apply to AppleCare+ members. For this reason, phones can be repaired or exchanged even if there is obvious mechanical damage.

Due to Apple's soft policy, they have virtually no cases where dissatisfied customers go to court. Usually the whole matter is resolved at the stage of implementing the coupon for contacting the guarantee center.

Remember that if your iPhone malfunctions before the end of the warranty period, you can legally contact a service center or specialized store. After providing a set of documents and drawing up a valid contract, you will be replaced with a new one.

Apple Certified repair and maintenance services are provided through Apple Authorized Service Centers. Their technicians are trained by Apple. They provide high quality service using genuine Apple parts. Apple provides support for these repairs.

How long will it take?

At many Apple authorized service centers, certain types of repairs (for example, screen repair) are carried out on the same day. If a technician needs to send your iPhone to an Apple repair center, you'll be told when it can be picked up.

How much is it?

After inspecting your iPhone, the technician will provide you with a total repair or replacement cost. In some cases, repairs may be covered by Apple's warranty or consumer protection laws.

Screen repair

A cracked iPhone screen can be replaced at one of Apple's authorized service centers.

All of these centers use genuine Apple parts and ultra-precise equipment to ensure your screen is as good as new after repair. Some centers provide same-day service.

Battery replacement

Apple's Limited Warranty covers batteries that fail as a result of a manufacturing defect, but not batteries that wear out through normal use. The cost of replacing the battery depends on the iPhone model and whether the problem is covered under warranty or consumer protection law.

Unfortunately, there is no guarantee that devices made at an official factory will not be defective. The human factor also applies to Apple smartphones. No, no, and scandals emerge, either in terms of hardware or software. At first, immediately after the release of the iPhone 6, part of the problems were caused by the crazy speed of assembling new devices. The unprecedented demand turned out to be not so easy to satisfy in full; everyone wanted the “six”! And the sooner the better.

Peculiarities

The vaunted international warranties that Apple provides for all of its products do not apply to iPhones. More precisely, they are, of course, provided, but with a very significant caveat. Receiving free service within a year after purchase is possible only at the place where the gadget was purchased.

So, replacement under warranty will be carried out exclusively in the country in which the iPhone was purchased.

Read the paragraph below, taken from the Apple limited warranty statement presented on the official website: http://www.apple.com. You may ask: “What devices are supported by service centers in Russia then?” Surely the following are subject to warranty service in the Russian Federation: iPhone 6 - with the registration A 1586 or A 1589, and iPhone 6 Plus - with A1524, A1593. These codes indicate which LTE networks these smartphones support. Similar models are adapted to the markets and networks of European countries and Russia. For clarity, please see the table below. If you have already purchased A 1549 or A 1522, designed for the American region, then replacement will require a lot of time and effort. Additional costs for calls to authorized service centers, correspondence and transportation will be borne entirely by you. And all this time you will be without an honestly purchased phone, since during the trial they will not give you another one - the manufacturer recommends inserting your SIM card into some old device.

Therefore, we strongly recommend that you thoroughly check for any faults while still in the country of purchase. There, having all the receipts and documents in hand, it is much easier to replace an unusable device than to then send requests, wait for responses, send a smartphone back and forth, essentially remaining without an expensive means of communication.

Warranty periods

In order to find out how much is left until the end of the official warranty, use Apple’s proprietary service - selfsolve.apple.com. This way you will find out the end date of free technical support (it lasts 90 days from the date of purchase) and the warranty period (1 year), the final terms for purchasing the AppleCare extended service program package.

From the same menu, you can order an additional Apple Care Protection Plan package to extend the service period up to three years from the date of purchase of the product. It can only be activated within the first year after purchase.
It covers all aspects of repairs (both parts and labor) performed by Apple Authorized Technicians, with global support around the world.

Schematically, it looks like this: The Apple Care package also includes a proprietary self-diagnosis tool - TechToolDeluxe, which helps to detect possible problems.

This service will cost about 10% of the cost of the iPhone itself; it’s up to you to decide whether it’s worth it.

You can receive any technical service support from manufacturer representatives in Russia by calling the numbers in the Russian Federation listed at the link: https://support.apple.com/ru-ru/HT201232 or by writing to getsupport.apple.com regarding the issue of interest .

After replacing the unit, the device continues to have a free warranty if it has not yet expired (repair time is not taken into account). If it is about to end, you will be given an additional three months to identify possible problems. For a new smartphone issued, you receive a standard 1 year.

Preparation

After making sure that the warranty is not expired, you have every right to free diagnosis of problems and their elimination. Many people often have the question: “What to do before going to the service center?” First of all, find the original box from the device, all receipts and documents confirming the fact of purchasing the iPhone. Remove all cases, stickers and other accessories from the device, as... they will not be returned. Remove the nano-sim card.

If possible (the gadget is still functional), be sure to make fresh backup copies of your data. Since in the process of diagnosing and correcting errors, the device is often reset to factory settings, or can even be replaced with a new one. It would be best to delete your personal contacts and other content after synchronization to prevent third parties from accessing them.

Be sure to disable the “Find iPhone” function and any other passwords, otherwise the wizard will not be able to do anything with the device. At certified points, they simply will not accept your device if it is locked by the owner, and there is a high risk that it has been lost or stolen.

In some cases, employees have the right to request your password and Touch ID to disable protection or reflash a non-working phone.

Warranty cases

Before going to the service center, make sure that your problem with your iPhone is subject to free repair (replacement) under warranty. Keep in mind that it does not apply to cases of falls, mechanical damage resulting from careless operation, normal wear and tear of consumables (batteries, oleophobic display coating, cables, etc.) that occur after prolonged use. Another question is that if problems with any part of the iPhone exist or appear initially, we recommend that you immediately contact the service center and demand repair or replacement of the device for free.

The warranty does not apply if the smartphone has come into contact with liquid. By the way, you can check for yourself whether the internal circuit boards have gotten wet (it’s worth checking this point when buying an iPhone in person). To do this, look into the nano-SIM card slot (it must first be removed); a chemical indicator inside should “work.” In its normal, normal state it is silver, but upon contact with liquid it turns bright red.

This means that the risk of damage to the hardware is very high and you will have to pay for its repairs out of your own pocket.

You lose the warranty if you make any external changes – “modding” – that result in opening or compromising the integrity of the case. The same applies to any software “improvements” - the same jailbreak, for example (although in the latter case you can reset the device to factory settings and feel free to go to a service center). A “lost” IMEI, lack of model or serial number is also a reason not to accept the iPhone for service.

In more detail, you can find out about warranty cases, again, from here: http://www.apple.com/legal/warranty/products/russia-universal-warranty.html

How it works?

If, for example, you break the display of your smartphone (and this case is not covered by warranty), then the official services do not replace only the broken glass of the screen. This is due to the fact that the glass is firmly glued with a special optical glue, and it is not so easy to detach it without damaging the matrix. And in Apple practice it is not customary to change only the display module, because The vaunted color rendition is additionally calibrated and adjusted to internal standards even during creation at the factory. Therefore, the display, as a spare part, is often not supplied separately.

In a reputable certified office, you will probably be offered to exchange your broken iPhone for a similar one - a new one, with your surcharge. In the “gray” one, they will install some Chinese analogue, but then there is nothing to hope for high quality images on the screen, and also for an impeccable sensor response. At best, this will be a removed display from an iPhone that is not working for another reason.

With an official replacement, the additional payment for a new gadget is about 50% of the cost, while the broken device remains with the service department. Then it is used as a “donor” for other breakdowns, or sent to the factory for restoration. Such devices are marked with a special mark - 5K, written at the beginning of the serial number. We recommend that you pay attention to this part when purchasing (or replacing).
If you bent your iPhone, released in the pilot series (since the alloy of subsequent episodes was strengthened), and are applying for a free replacement, then be prepared for the fact that the gadget will have to be submitted for examination, during which the device undergoes a special test - Visual Mechanical Inspection , based on its results, either a new iPhone is issued - free of charge under warranty, or an exchange is made on the commercial basis described above.