Big Dookie
Well-known member
Want to get your defective iPhone 6s battery replaced? Hope you have a pristine screen before you take it in:
Am I out of line for thinking this is complete and utter bull? If the phone is still completely usable, and they are the ones that will make the phone unusable in the process of correcting THEIR factory defect, why should I have to pay for it? This makes absolutely no sense to me.
Monday, Dec 12, 2016 05:07 PM
Duration 30 minutes 10 seconds
Jeff
Thanks for contacting Apple Support. My name is Jeff. Please give me a moment to look over your information.
Big Dookie
Okay.
Jeff
Hi Justin, Your case number today will be 100088395584. How are you doing today?
Big Dookie
Good, thanks. Just wanted to get some information on how to handle an issue we're having with my wife's iPhone 6S.
Jeff
Great! Im glad to hear your doing good today. I would be glad to help. What is happening with your wife’s IPhone?
Big Dookie
She's having a battery issue where the phone will often times randomly shut off with a large percentage of battery still left... sometimes 20-40% or more. Or it will drop by a large percentage, like 45% down to 12% instantly.
Big Dookie
Additionally, she's seeing extensive battery drain. Sometimes the phone will go from a full charge to shutting off within two or three hours. We've checked all the usual culprits like brightness, background app refresh, etc. Nothing should be causing the battery to drain that fast.
Jeff
Im very sorry to hear that. I can certainly understand how your phone turning off and the battery draining will be making it very hard to use. So I will do all I can to help make sure this is resolved.
Big Dookie
For context, we are aware of the iPhone 6s Unexpected Shutdown battery replacement program, and her phone is eligible from looking it up on the website... so I have a little more info to provide there when you're ready.
Jeff
Thank you. In this case I would like to ask, is this the IPhone 6s Space gray 64GB?
Big Dookie
Correct.
Jeff
Ok thank you. So you are correct the phone is eligible. So that will mean we get the phone into a Apple location or setup the repair by mail. We can do whichever option is easiest for you.
Big Dookie
Okay, thanks... and actually that's where the additional info comes in, so let me try to explain real quick.
Jeff
Sure no problem.
Big Dookie
We did set an appointment and take it into an apple store and have someone at the Genius Bar look at it. They agreed that the battery was eligible for replacement. However, her screen has a very small crack in the bottom left corner of the screen. Small enough that you can't even see it with the case on. But the guy there said that, to replace the battery, they'd have to remove the screen, and because there is a crack in it that the screen would be destroyed in the process and they'd have to replace it. However, they said that even if they were the ones that destroyed the screen in the process of replacing the battery, we would have to pay for the cost of the replacement screen.
Big Dookie
So I wanted to contact you guys directly and see if this sounded right. The phone is perfectly fine besides the small crack right now, so it seems unfair that, if the screen was made unusable during the process of replacing a defective battery, we would have to pay for it. So I wanted to see, does this sound right? Are there any other options for us here?
Jeff
Im very sorry about this. I do understand. That is correct. We do need to have the screen replaced if it is cracked. Since the cracked screen is not covered under the warranty. There is a cost to replace the screen. So what that store did tell you is correct.
Big Dookie
So even thought the iphone is perfectly usable otherwise, if you guys made it unusable in the process of replacing a factory defect, we would be the ones that would have to pay for it? I just want to confirm this is the case.
Jeff
Yes. That is correct. The screen damage is not covered by warranty. We are only able to use this program on phone’s that do not have Physical damage. If they do have physical damage there is a cost to replace the screen.
Big Dookie
Okay, thanks for clarifying. So one more question... would it be possible to simply have the battery replaced without replacing the screen, and then go to a third-party vendor to get the screen replaced? In other words, do we HAVE to get the screen replaced when the battery is replaced?
Jeff
Im sorry. IT would have to be replaced when we do the battery repair. If you were to go to a 3rd party for the screen the repair. That would keep us from being able to perform the battery replacement or any other repair moving forward. When a phone is repaired by a third party we are no longer able to work on that phone.
Big Dookie
So if we want to get the defective battery replaced, the only option then is pay $150 for Apple to replace the screen?
Jeff
That is correct. It is Actually $129 on the IPhone 6s. Here is the webpage with the details. https://support.apple.com/iphone/repair/screen-damage
Big Dookie
Alright, understood. Well thank you for your time Jeff, I appreciate your help.
Jeff
Ok great. No problem! I was happy to help. Thank you for chatting with me today! If you think of something else you'd like to ask, just chat us back, we’ll be here.Have a great rest of your day!
Big Dookie
Thank you, you too.
Am I out of line for thinking this is complete and utter bull? If the phone is still completely usable, and they are the ones that will make the phone unusable in the process of correcting THEIR factory defect, why should I have to pay for it? This makes absolutely no sense to me.
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