Apple Repair Drama - Unauthorised Repair

jattdit on 28/09/2022 - 18:26
Last edited 28/09/2022 - 19:12 by 1 other user

Here is timeline:

Sep 20: My dad had a iPhone 12 Pro which was having some heating issues while on charge for overnight etc etc, so brought it to Apple Authorized Service Provider - in Complete working condition to have a look if it's an easy fix etc.

Sep 20: Device was sent to Apple for inspection

Sep 26: Device was returned un-repaired because my dad fixed the back glass of iPhone from a shop in Mall few months back and that void the warranty.

Sep 26: I picked up the device and while leaving the store I checked the whole screen had rainbow lines inside, I immediately went back in shop, showed them the screen is broken or something while the device was with them.

They advised to call Apple and nothing they can do here, something must have happened in between Apple inspection and device shipping to store.

Sep 27: I called Apple and created a case, the Apple rep verified with service provider that devices was in working condition when brought in and they also confirmed the damage as I reported while leaving the store.

Sep 28: Apple Rep tried to throw away that unauthorized repair was done and it might have caused that issue into the screen. Which is plain BS

A) Back glass repair got nothing to do with Screen.

B) Phone has been working normally since the repair (Jan 22), never had any issue with the screen.

I have asked to reply in email, about the whole thing so that If I have to pursue any legal action, I have record of everything. It's been 8 hours no email yet.

Do you guys have any recommendations? Does Consumer Law or anything covers what happened with me? Sorry I'm new here in Australia and don't know much about the rules.

Mobile Apple Mobile Phone

Comments

  • [Deactivated] on 28/09/2022 - 18:30
    +7

    that's apple for ya

    • jattdit on 28/09/2022 - 18:34

      Yeah, not a fan of their service either, but this is bit too much!

    • Sean8802 on 28/09/2022 - 18:56
      +1

      Agreed, sounds like such an Apple thing to do. Good luck in your fight, I hope you get a good outcome.

  • Filename on 28/09/2022 - 19:04
    +9

    The back glass on that model involves pulling the entire phone apart, so anything could have happened, overheating and display issues included. What you're describing is why no company will touch unknown repairs, they'd be warrantying someone else's work. This is not an Apple thing.

    Realistically you can go through the support process, which may take weeks or months, or repair it yourself. If you really want to pursue legal action against Apple feel free and let us know how it goes next year.

    • thewinchester on 28/09/2022 - 19:34
      +2

      ^ Correct. Example: https://www.ifixit.com/Guide/iPhone+12+Back+Glass+Replacemen…

      And because the repair is so intense, Apple isn’t prepared to accept additional cost and liability if there’s additional issues beyond the claimed main problem.

      So you’re going to need to suck it up. Your consumer law rights with Apple are void, and your only course of action is with the mall repairer.

      Good luck spinning your wheels and wasting your time on this.

      • jattdit on 28/09/2022 - 23:29

        https://youtube.com/shorts/gL7XQSXUZ0Y?feature=share

        All repair shops use lasers these days, which doesn't require a screw to be removed FYI. I don't have an issue with repair being declined or warranty voided. My issue is with damage they have done to device and it's unusable now!

    • Caped Baldy on 28/09/2022 - 21:46

      The back glass on that model involves pulling the entire phone apart, so anything could have happened, overheating and display issues included. What you're describing is why no company will touch unknown repairs, they'd be warrantying someone else's work. This is not an Apple thing.

      I despise this type of design. It's a slap in the face to the right to repair movement.

    • jattdit on 28/09/2022 - 23:19

      I can confirm you that back glass repair is done through laser on back of phone, which removes glue and then you put new glass. You don't need to unscrew a single thing for that. That lines in screen is clearly from mishandling of device or it gets pressured during shipping.

    • jattdit on 28/09/2022 - 23:27

      No, pulling entire phone apart isn't done by anyone, they all use lasers now : https://youtube.com/shorts/gL7XQSXUZ0Y?feature=share

      It takes very less time, unless your housing is done. Again, I don't have issue with declined repair, my issue with a screen damage done during shipment to Apple.

      • sjj89 on 28/09/2022 - 23:58
        +1

        I can tell you with 100% confidence that shopping mall phone repairers are not using that equipment to swap out that part.

        • Some Human on 29/09/2022 - 00:59

          Can confirm. My phone looks like the screen was removed with a screwdriver.

          A Phillip's head screwdriver.

        • jattdit on 29/09/2022 - 12:00

          No they don't they all send devices to local place which does that, I confirmed that with repairer as well who did the job.

          • Brick50 on 30/09/2022 - 09:16

            @jattdit: As a phone tech who uses the laser machine, it most definitely could have caused overheating issues
            Probably thermal monitor check in failed from charge port. Did the phone reboot every few mins op?

            Even with the laser it is very difficult to remove the glass which is why it never looks the same again, especially around the camera lens

  • Sean8802 on 28/09/2022 - 19:07

    There is no proof the back housing replacement causes any issues. Unless it is visible which if it was Apple would of provided photos of the damage of the repair, it's a he said she said situation.

  • Diverse on 28/09/2022 - 19:16
    +1

    I feel you but knowing these days touching anything voids warranty so I can understand why they would refuse to repair your device.

    • Sean8802 on 28/09/2022 - 19:31
      -7

      It doesn't actually, if there is no proof the work yourself or the repairer did caused the damage the manufacture has to fix it. I work for a multinational information technology company which sells it's own hardware and software. We only ever decline repairs if someone has visible damage the product whilst attempting to do a repair

  • oscargamer on 28/09/2022 - 19:23
    -6

    Good luck Fanboi

  • mooney on 28/09/2022 - 19:30
    -7

    I can give you my solution for a replacement iPad that I secured after dropping mine from a large height (resulting in the screen going blank)

    Visit the store when it’s busy and they are running classes. Try to secure a resolution from their Genius Bar.

    When that inevitably fails inch towards the class that’s underway and start shouting that they’re giving you terrible service and that they broke your device. Bonus points if you appear slightly unhinged.

    Ideally you’ll hear the shift manager whisper the magic words ‘just sort him out and get him the (profanity) outta here’ then voila.

    • Sean8802 on 28/09/2022 - 19:32
      +2

      Cool story bro

      • mooney on 28/09/2022 - 19:47
        -1

        Thanks so much. Appreciate the positive reinforcement and the decade old reference.

  • Morien on 28/09/2022 - 19:54
    +1

    Silly as it sounds, always hear of people getting the help they need when emailing [email protected]

    LMK how it goes!

    • iguana on 28/09/2022 - 21:18

      How shameless would you need to be to contact the CEO of a trillion dollar company just because you have a 'problem'.

  • Wiadro on 28/09/2022 - 22:25
    +2

    so the phone had a 3rd party repair, to bad so sad

  • sjj89 on 28/09/2022 - 22:50
    -1

    Warranty void the moment it was repaired by an unauthorised repairer.
    You won’t get anywhere with it.
    The lines will be caused by damaged or incorrectly position ribbon cable.
    The Apple service agent would have opened the phone and instantly saw the mess left behind by the mall repairer.

    • jattdit on 28/09/2022 - 23:20
      -1

      Back glass replacement doesn't require phone to be opened, the damage is done due to clear mishandling of device or damage during shipping.

    • Sean8802 on 29/09/2022 - 20:26

      Such a load of shit, maybe in Apple eyes it does. But that is not the law.

      • sjj89 on 30/09/2022 - 09:05

        It is legally grey at best

  • jattdit on 28/09/2022 - 23:25

    Lot of you are not getting this, I'm not having issue with the repair that Apple declined to do. The issue I have is with the damage they have done to an working device.

    If I have done modifications to my car engine, obviously the car dealer won't do anything but during inspection, if they break the windscreen, they shouldn't use the excuse that my engine modification led to this break!

    I have worked as mobile phone technician and back glass is replaced through a laser :https://youtube.com/shorts/gL7XQSXUZ0Y?feature=share

  • Sleeqb7 on 29/09/2022 - 09:55
    +1

    Apple demonstrating anti-consumer and anti-right-to-repair practices? That's new.
    /s

  • jattdit on 29/09/2022 - 12:03
    +3

    Update: Apple is repairing the device now

    They have agreed to do the repair on the damage done by them and if still not fixed, they will replace the device.

    Lot of fanboys here tried to to defend them, and passed conclusions without asking what was done or not. I use apple devices all the time but I stand against what is wrong and what is not.

  • Kiro on 30/09/2022 - 09:54
    -1

    who ever did the back glass repair might have damaged your battery and over time it finally has come up to bite you.

    by damage i mean they could have slightly bent, squashed or punctured which will have ramifications.

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