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Original poster

OMG - I've smashed the screen on my Iphone - are they really going to replace it?

24 replies

LaurieFairyCake · 07/07/2011 13:46

I dropped it on the table - only had it six months screen cracked totally (got stupid glass in my eye as well - now sitting here with a watery eye)

I've an appointment at the 'Genius' Bar to replace it tomorrow and when I called up they said I had to back it up and they would replace the whole unit - does this mean I don't have to pay - to be fair I dropped it (even though it's under warrantee)

I thought they'd just replace the screen but they said they'd do the whole unit.

Now I have to figure out how the hell to back everything up.

OP posts:

Original poster

LaurieFairyCake · 07/07/2011 13:47

wtf is a 'warrantee'

warranty, of course

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WhatsWrongWithYou · 07/07/2011 13:49

I've done this twice with my itouch - I bought a warranty to cover me in any eventuality. Had to bring in the receipt and a copy of warranty both times, and both times they replaced the whole thing. HTH.

CaveMum · 07/07/2011 13:51

I think the only thing they won't replace for is water damage. The microphone on DH's iPhone stopped working and on a visit to the local Apple store they just said "no problem, here's a new one"

The way I see it, Apple know that they need good customer service in order for people to keep buying their products - let's be honest, they're not the cheapest!

Original poster

LaurieFairyCake · 07/07/2011 14:07

I didn't buy an extra warranty though - it's just on phone contract. Nor do I have the receipt - when I booked the appointment online it said repairs were available under warranty.

However when I read further it said that accidental damage was excluded.

The guy on the phone said they would just give me a new one - but I didn't ask if it was free - if I have to pay I don't want it as the phone works fine, it's just the glass is shattered cracked.

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WhatsWrongWithYou · 07/07/2011 16:40

If you're not bothered, no harm in calling back to check what the guy meant. You could make it an anonymous 'just asking' call!

niceguy2 · 07/07/2011 17:41

Hi Laurie

I had similar issue recently with my son's ipod touch after he dropped it a week after I gave it to him. They replaced it free of charge.

The problem with the screen is the whole thing is bonded nowadays together with the glass so its actually very very difficult to replace in a normal shop.

So what they will do is take your phone off you, give you a new one and then use your old one towards refurbished ones.

It's actually incredibly good customer service and is something which builds a lot of brand loyalty. Luckily given the margins Apple makes, they can afford this sort of gesture. Not many other companies can.

We actually run a few call centres for them and their mentality is totally different from our usual customers. Apple (rightly so) place a lot of emphasis on customer service and focus way less on costs. So for example they won't go to India because they'd rather pay more and get a better skill level of English.

So Apple is the perfect example of if consumers are prepared to pay more, they get better service.

HarrietJones · 07/07/2011 17:52

I wish I lived near an apple store. I need a new battery & have a week left inwhich to get it free but I just can't get to Manchester that easily

Original poster

LaurieFairyCake · 07/07/2011 17:54

Ok, that's good to hear. I'm sat here backing up what I have and restoring the factory settings.

Tiny bit concerned about the phone contacts (I've got them backed up but I don't want to leave confidential information on there) - ditto email - got confidential stuff on there.

And even though I've backed up the photos - I want a quick way to delete them all.

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niceguy2 · 07/07/2011 18:26

Just do a phone backup using iTunes then before you hand it over, do a factory reset.

Settings -> General -> Reset -> Erase All Content and Settings.

Once you get your new one, plug it into your computer and when prompted to by iTunes, choose Restore and voila! It's about as painless as you can get.

Original poster

LaurieFairyCake · 07/07/2011 18:55

argh -

It's not painless - the back-up failed about 6 times. It took about 3 hours for it to make a backup.

I then restored it to factory settings - nice clean Iphone.

I then tried to then restore the back-up to see if it would work and it failed - no error message - just 'back up failed'

I just have to hope that it will restore it or Itunes will work out the blip when I get my new one tomorrow.

I'm crossing my fingers.

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CaveMum · 07/07/2011 19:16

The one thing I've been told (by a mobile phone network) is don't bother to talk to your mobile provider/the company you bought the iPhone from if something goes wrong. They will only send your phone to Apple to get it fixed/replaced so you are better off cutting out the middleman and going straight to Apple.

corriefan · 07/07/2011 19:33

When I washed my iphone by accident I went to the store and they kept me waiting for ages because it was so busy and I had no appointment. I sheepishly told them my stupidity and they gave me another free! I think it backs up automatically everytime to plug it into your computer. When I plugged my new one in it had remembered everything from the last time i'd plugged it in to sync some tunes. Don't worry they're great at apple, i was so impressed and grateful!

sprinkles77 · 07/07/2011 22:39

I've also had great customer care with apple. I also rocked up with no appointment at the genius bar. It was very busy and I had DS 16 months with me. I was seen within half an hour, they changed my iphone (got it from carphone warhouse) and didn't bat an eyelid a my boisterious toddler playing with their ipads!

WhatsWrongWithYou · 08/07/2011 08:16

So hang on, does this mean I didn't need to pay the extra £30 for a replacement warranty from Dixons? < mug >
DH actually has quite a nice line in fixing itouches - loons geeks on YouTube have made tutorials and he sends for the widgets then spends a day fiddling. Keeps him quiet really nicely .

niceguy2 · 08/07/2011 10:42

Depends on what you want. The problem with no replacement warranty is you really are dependent upon the goodwill of Apple whereas if you have the warranty you have a legal agreement.

Up to you if that's worth the 30 quid or not

GwendolineMaryLacey · 08/07/2011 10:46

It totally depends on the person that you get on the Genius Bar the day you turn up. I dropped my phone and there was an obvious impact dent on the back and the screen was shattered. The chap I saw said I'd have to pay for a replacement as it was my fault but to make an appt and they'd do it the next day. Turned up for my appt, got a different bloke who was lovely and sympathetic and replaced it for free, didn't bat an eyelid.

I keep meaning to teach myself to replace the screen. It can't be hard and I'm not bad with computers etc.

PatriciaHolm · 08/07/2011 10:56

They wouldn't replace DH's for free when he dropped it and cracked the screen; he was most annoyed as we've spent £££ on Apple stuff over the years and they point blank refused to do it. He had to pay for a new phone.

sprinkles77 · 08/07/2011 14:39

the apple store only replace if its less than a year old. But then most of the warranties only offer the same.

HarrietJones · 08/07/2011 16:10

The extended warranty was only about £40 when I bought mine & I'm always on the helplinepanicking

niceguy2 · 08/07/2011 16:52

Gwendoline, I've thought the same thing. But if you watch the videos on Youtube, you'll soon realise it's not easy. Apple don't make things easy for those who want to take things apart themselves.

The latest ipod touch is actually glued in places and the LCD is bonded to the glass so you have to replace both. I think the iphone 4 is similar. It takes a brave person to start messing with kit like that just to learn when it's going to cost hundreds if you cock it up.

Shipscat · 08/07/2011 17:28

I did the same, and the Apple store charged me £80 (I think!) to replace the screen. 10 minutes and it was done.

WhatsWrongWithYou · 08/07/2011 20:33

Original poster

LaurieFairyCake · 08/07/2011 23:18

Ok. Today's experience amazing!

OP posts:

Original poster

LaurieFairyCake · 08/07/2011 23:22

Ok. Today's experience amazing!

Replaced immediately for free as within one year. Said it would be 139 to replace screen if I did it again.

I'd you do the screen yourself with a kit it invalidates the warranty which would be six years for failure. There was a woman next to me today who's iPhone crashed at two months old when she tried to install iTunes.

So the short answer is I wouldn't replace the screen myself, I think 139 is reAsonable if stupid enough to drop it again ;)

Toddy I bought "bumpers" and a leather case for it:

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