I've got a bit of a situation with my iPhone 16 that I recently sent in for repairs. It suddenly stopped charging, and shortly after, the power button became unresponsive. When I got an update about the repair, I was shocked to find out they want me to pay £250 for a scratch on the screen. If I don't pay, they'll send the phone back to me in its unresponsive state. The person at the Genius Bar mentioned an unusual number of cases like mine in Canada, and I'm feeling pushed to pay for something that I believe should be covered under warranty. Is there any way I can officially complain about this? They checked it out at the store and confirmed there was no significant damage.
4 Answers
Apple usually doesn't cover cosmetic damage unless it affects the phone's functionality. If it was just a scratch, they might argue it's not under warranty, which is frustrating, especially if the scratch didn't impact how the phone worked. Did you have any incidents that might have caused it?
I feel for you! It's really annoying when they claim cosmetic issues. Keep pushing back on this—document everything, and don’t hesitate to escalate the complaint if needed.
Have you thought about giving Apple customer service a call? Sometimes speaking with a supervisor can really help your case. They might be able to sort out the issue for you.
Check your local consumer laws regarding faulty products. In the UK, for instance, they typically have to address repairs or replacements for defective products.
Yes, I'm currently in the UK!