Hey everyone, I wanted to share my friend's unfortunate experience at the Apple store in Barcelona. She got her iPhone 15 just three months ago, purchased from an official retailer with the appropriate accessories. Despite being careful with it, the phone started overheating, particularly when charging, and now it has issues with audio volume and app performance. When she took it to Apple for repair, they claimed the motherboard was burnt and blamed her for it, suggesting she might have connected it improperly. This seems unlikely for a phone that's barely three months old. I'm looking for advice on how my friend can proceed since it feels like there's been a misunderstanding or bad faith from Apple's side. Any suggestions?
4 Answers
Did your friend buy the phone directly from an Apple Store? Sometimes people overlook that even if it’s new to them, the model could be older. It's possible they could question how well it’s been taken care of too, but that shouldn't matter if she has the receipt from MediaMarkt showing it’s only three months old! Sounds like she’s in a solid position legally under Spanish law since they typically have to sort out these issues, not the consumers. Getting back in touch with Apple and ensuring they have her purchase details should be the next step.
Honestly, I find it hard to believe a user could burn the motherboard on such a new phone! Apple’s blaming the customer sounds like a typical response to avoid repair costs. Just to confirm – does she have that original purchase receipt along with all relevant serial numbers? That should help clarify things.
Right! The receipt is crucial. It solidifies her claim that she indeed bought the phone new and pinpoints when any warranty issues should be addressed.
If the motherboard was burnt, the phone probably wouldn’t even turn on, right? I think the Apple tech might be jumping to conclusions without thorough examination. Did they even disassemble the phone during her visit? It might be worth it to ask to see a manager or escalate the case to get a second opinion, especially since she has that receipt from an authorized retailer!
Absolutely! A burnt motherboard should cause far more severe issues like total failure. They should conduct a proper diagnostic first.
In the EU, consumers have rights, so it’s worth mentioning that often these cases should be resolved in favor of the customer unless proven otherwise. If Apple is being uncooperative, it might be necessary for her to reach out to consumer protection agencies or take it back to MediaMarkt. Documenting everything will also help if they need to escalate further.
Yes! Persistence can really pay off. It might take some time, but companies usually end up taking responsibility.
Yeah, the receipt should definitely help her case! She should head back to the store with it and make sure they check their records.