I recently took my iPhone 13 Pro to iShop, which is an Apple Premium Reseller and Authorized Service Provider in Mexico, for a battery replacement. They inspected my phone and provided a quote that included a rear camera replacement due to a "gray spot." The problem is, I have recent photos from the camera that show no visible issues, so I'm skeptical about the diagnosis. They quoted me approximately $100 USD for the battery and an additional $250 USD for the camera replacement. I only wanted the battery replaced, but after rejecting the quote, they stopped responding for almost three weeks. When they finally did reply, they claimed they couldn't replace just the battery and their reasoning kept changing. They said the battery warranty wouldn't apply due to another "issue," that I'd be getting back a phone that's not fully functional, and that Apple requires diagnostics after a battery replacement, which can only be done if there are no other failures. I'm looking for insights on whether this is actually an Apple policy or standard procedure from Authorized Service Providers, especially if a camera issue with no visible symptoms can block a battery-only repair. Has anyone else faced something similar?
5 Answers
Get your phone back if you can! There are actual Apple Stores in Mexico City that might sort this out properly without trying to upsell. It sounds like they aren't handling the situation well at your current shop. Just make sure to explain clearly what you need with them.
If you haven’t already, try calling Apple’s main support line. Explain your situation, and they can often provide assistance or help you get your phone back from the authorized store. Sometimes, they can bypass local policy at the main support level.
I worked as a technician for a long time and had customers who didn’t want to fix issues other than what they came in for. We usually documented these situations and informed them about the risks. If you want the battery alone, it’s definitely doable if you get the right service provider. Most places will do it as long as the customer agrees to not fix the other problems.
Documentation is key! Just make sure you get everything in writing.
It’s pretty standard for Apple to want any hardware issues resolved at the same time. However, if the camera isn’t visibly failing, they should also be able to perform just the battery replacement. Sounds like they might just be trying to get more money out of you instead of focusing solely on the battery. Normally, Apple checks the battery and does what’s necessary without looking for other issues unless they’re major.
That's what I thought! It feels off that they wouldn’t just handle the battery since the camera seems fine.
Exactly! It's like when you take your car for an oil change and they insist you replace the tires if they're just a little worn. It just doesn’t make sense.
In my experience, Authorized Service Providers often must adhere to strict rules. If the camera is failing diagnostics, they can't proceed with the battery repair. This can be a part of their contracts to ensure everything is working correctly after the repair. If you want just the battery done without hassle, you might have to look for an unauthorized service option instead.
That gives me hope! I’ll definitely push back if they try to make me fix the camera.