I have an iPhone 14 that's covered by AppleCare+ and was sent in to Apple for a hardware issue related to network problems. It's important to note that the device has only ever been serviced by Apple or authorized service providers and has never been opened or tampered with elsewhere.
After a prior replacement and another repair at the Genius Bar, Apple returned the phone unrepaired, claiming it was denied service due to 'unauthorized modification.' Interestingly, they didn't specify what the modification was, which has been incredibly frustrating. A senior advisor promised to look into it, but ultimately stated that engineering concluded the device had some modifications, although they couldn't say what it was, leaving me in the dark. Furthermore, I pointed out that it has only been serviced through authorized channels, and thus there's no reason it would be returned in this state, particularly since AppleCare+ is supposed to cover these issues.
When I finally got the phone back, there were temporary protectors on the screen and a vague denial note, yet no email explanation. Checking the service history revealed that the battery shows a date from the repair depot when it was rejected but now indicates 100% health. This is concerning for a couple of reasons:
- The original issue was not related to the battery, and diagnostics passed battery checks.
- After depot service, the device reflects a new, Apple-paired battery with recent service recorded, suggesting a replacement took place without any documentation.
- I'm confused about how a paired part replacement could happen if the device was already deemed modified or ineligible.
I'm really looking for insights or similar experiences. How did you resolve these issues?
3 Answers
This might not entirely relate, but I work with Apple repairs, and dealing with replacement devices can be tricky. Sometimes, systems get messed up where the service eligibility doesn’t transfer properly to the new device. If you’re dealing with this, you might need to escalate the situation so Apple can manually refresh the IMEI for service eligibility. It could be a systemic issue on their end.
Why was your phone sent in for repair in the first place? I'm curious about the series of issues it had before this. Understanding the history might help figure this out better.
I've faced a similar situation when trading in my iPhone with an Apple-replaced battery. Initially, they offered me $0 because of a 'modification' issue, but after I clearly explained my case, they reversed the decision and gave me credit. I suggest you keep trying to reach out and explain your frustrations to them calmly. Persistence is key!
Thanks! I've been calling but they keep repeating the same thing about the unauthorized modification without clarity. I'll keep pushing; it just feels bizarre that they denied service yet replaced the battery without mentioning it.
It was sent in for a display issue originally and then again for throttling problems. The last time it was sent because of network dropouts. Apple said it should be diagnosed in the depot, but I got a quick turnaround notice that it was ready after just a day.