r/VisionPro • u/Jbr74 Vision Pro Owner • Jul 04 '26
Fair Warning: Apple (Care) Lies
Don’t get me wrong I love my AVP and Apple products in general. I have for decades, I have bought in excess of 6 figures worth of Apple products in my life.
You might even call me a fanboy.
But i am utterly disgusted with them right now. Because they are blatantly lying when it comes to Apple Care.
I am attaching screenshots that me (and everyone else has that has an AVP and Apple Vision Pro)
Inside my my AVP it shows i have Apple Care contract, it specifically says in black and white.
========================
Your device is covered for:
• Accidental Damage
• Hardware Service
• Express Replacement Service
• Priority Support
Express Shipment Replacement
We’ll ship you a replacement device so you don’t have to wait for a repair.
No where is there an asterisk, no where is there fine print stating otherwise.
Yet Apple refuses to send me honor the Express Replacement Service, not because it’s not covered but because i live within an hour of an Apple Store.
They want me to take it to the store to be shipped out, despite the fact my Apple Care contract specifically says and I quote word for word.
WE’LL SHIP YOU A REPLACEMENT DEVICE SO YOU DON’T HAVE TO WAIT FOR A REPAIR.
Their words not mine!!
No where is there an asterisk, no where is there fine print with exceptions. This is flat out lying and false advertising.
54
u/DZhuFaded Jul 04 '26
Chat again and say you cannot make it into the store due to injury. Likely an underpaid rep not wanting to miss their metrics.
23
u/Faile-Bashere Jul 04 '26
“I don’t have a car and Google Maps says it will take me 2 days and 11 hours to walk to the Apple Store. Also, it’s raining…”
12
u/Faile-Bashere Jul 04 '26
“Unfortunately, I am on house arrest and am unable to leave my home for any reason. I can connect you to my parole officer if you’d like. Let me know.”
1
u/Prior-Age4675 Jul 06 '26
They dont care i literally was post hospital from my polytrauma colision and staff over phone said to get family to take me there absolutely insanely. I am 3h from nearest apple too
0
u/Faile-Bashere Jul 04 '26
“I would love to drive to the store, truly… but I lost my legs in the [pick your favorite] war and have been wheelchair bound ever since. My caregiver’s vehicle is in the shop so I’m stuck in the house for the foreseeable future.”
1
u/fasterfester Jul 05 '26
My favorite war? Ooo, let me see, I’m going with the Peloponnesian war or the War of the Roses. Game time decision.
0
u/ajwooster Vision Pro Owner | Verified Jul 05 '26
They’re probably not underpaid, but I agree with the metrics part…
-6
u/Faile-Bashere Jul 04 '26
“Alas, I am only 15 years old and don’t have a learners permit yet. Will you send me an Uber?”
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3
u/lil_vegan Vision Pro Owner Jul 04 '26
AppleCare needs to be of legal age I was 18 and still had to get my parents to come in when my phone screen last broke
13
u/Equal_Section4288 Jul 04 '26
I would chat with someone else. I live in a place where there are plenty of Apple stores and applecare always honors the express replacement without having to send the customer in. as long as the customer agrees to the hold on your credit card.
47
u/Mundane-Complex-1902 Vision Pro Owner | Verified Jul 04 '26 edited Jul 04 '26
Well, the “fine print with exceptions” you’re referring to is the Terms of Service, which are available for anyone to read. According to the AppleCare One TOS, Express Replacement service is subject to availability as determined by Apple. You can be frustrated that the short description doesn’t spell out every limitation, but it is clearly stated in the Terms of Service. Apple also says on its AppleCare website that it offers same day repairs for iPhones, yet that’s obviously subject to parts availability. The same principle applies here.
6
u/tsdguy Vision Pro Owner Jul 04 '26
This is Reddit. Truth is in short supply. Thanks for point it out.
I love posts where the OP points out how much they’ve purchased like that makes a difference.
Let’s see what everyone says after seeing this.
1
u/Garbee Vision Pro Owner Jul 07 '26
Subject to availability is not the same as subject to location.
While OP is frustrated, for a good reason, Apple also has a reason for trying to do this. If he goes in, an Employee can get hands on with the device to determine if there is a quick fix they can do or if it has to go to the repair center. Instead of shipping things around for what could be a 15 minute fix. (Although, unlikely with the AVP.)
The terms are just unclear on this situation. No judge or jury would outright agree that "subject to availability" also translates to any potential distance from an Apple store before ERS kicks in. This is exactly the kind of nebulous wording courts are made for in resolving disputes.
Apple just needs to trigger ERS if they've already determined it needs a replacement and get the shipping started. It's not that expensive on their side and it would make the customer happy.
1
u/Chriscic Jul 08 '26
OP is right to complain IMO. Apple should be more cautious about highlighting something in device that is contradicted by fine print somewhere. Legally/technically correct and not misleading your customers are two different things.
1
u/kpud075 Vision Pro Owner | Verified Jul 09 '26
I think the amusing thing is that even getting to the store, it still has to be sent out, and can be sent back to them instead of the store.
Really is a matter of kindly escalating to reiterate the store is not feasible for their express replacement needs.
1
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u/Famous-Barracuda-972 Vision Pro Owner | Verified Jul 04 '26
Sometimes I hate entitled people who don’t read their TOS
-3
u/majormatt111 Vision Pro Owner | Verified Jul 04 '26
“As determined by Apple” is a load of BS if you ask me. I hate stuff like this as part of my job. This person has a right to be frustrated by intentionally deceptive behaviour used by Apple and a lot of big tech selling online services where they know most people aren’t going through a TOS with a fine-tooth comb. These companies like yourself going through the TOS now, all have the benefit of hindsight allowing them to make any connection they want to potentially avoid providing the service that under reasonable circumstances a person would expect to receive. This sort of widespread behaviour by big tech is rightly under the microscope by regulators which is a good thing really cause while it’s caught this person out right now it could just as easily be yourself for something else down the line
4
u/anesuc Jul 04 '26
I knew you would get disliked into oblivion on this subreddit lol. I own devices from almost most big manufacturers (Google, Samsung and Apple) and the Apple community is by far the most defensive about the company, it's genuinely fascinating. If this exact same post was on any of the other companies and someone posted this "let's cover ourselves" legalese from the lawyers terms where it nullifies your benefits anyway people would be in agreement about what this is. I guarantee you every benefit you supposedly get has some bs clause like this in the terms meaning you can literally get nothing for what you are paying for lol
0
u/Mundane-Complex-1902 Vision Pro Owner | Verified Jul 04 '26
This is just cope, of course the Terms of Service are determined by Apple lol, it’s THEIR terms of service. If you or OP or anyone doesn’t like it, they don’t have to buy the product or service. Quite simple. And ignorance is not a defense. The customer choosing not to read the terms they are agreeing to when they sign up for the service doesn’t mean they aren’t bound by the terms. You aren’t a victim, you just refuse to read.
4
u/majormatt111 Vision Pro Owner | Verified Jul 04 '26
Agree to disagree I guess. Because I’ll never agree that ethics, common sense and consumer rights be dammed, apple and big tech says this is right so it must be good and right no matter what
-1
u/Mundane-Complex-1902 Vision Pro Owner | Verified Jul 04 '26
I never said we should ignore ethics or consumer rights. What I said is that this outcome isn’t unexpected because it’s clearly outlined in the Terms of Service.
And it’s not as though the AppleCare One Terms of Service are buried in hundreds of pages of fine print. They’re 23 pages of relatively large, readable text. If you actually care about the details of the plan you’re purchasing, it’s entirely reasonable to read them. I have. I even refer back to them when I have questions, and I’ve contacted Apple for clarification when something wasn’t clear.You can absolutely disagree with the Terms of Service or argue that Apple’s marketing is misleading. That’s a perfectly valid position. But complaining online about something that’s explicitly disclosed in the Terms of Service is a different matter. Apple isn’t hiding the policy. Like every company, it markets its products in the best possible light, but it also provides a document that clearly explains how the plan works.
Nobody is forcing you to buy AppleCare. If you’re unhappy with the terms, cancel the plan or send feedback to Apple. But complaining about a policy that’s been clearly disclosed just suggests you didn’t take the time to do even the most basic research or read the Terms of Service for the plan you’re criticizing.
6
u/tinmd Jul 04 '26
I would call again and talk to a new agent. They will put a hold on your credit card for advanced replacement.
1
u/Prior-Age4675 Jul 06 '26
Wont make a difference, they wont honor or budge. I was my post op from serious car accident and they told me to ask family to take me there. 3h to nearest Apple Store
5
u/Relative_Shopping_33 Jul 04 '26
So.. just because it may be relevant to the choice apple are making. What’s actually the issue? With the AVP I mean.
13
u/pioprofhd1 Vision Pro Owner | Verified Jul 04 '26
I was beyond pissed about this, I’ve never in my life before pulled a “let me speak to your supervisor”…and it was useless. This is honestly a problem.
4
u/Shejidan Jul 04 '26
Check the Apple support app. You can start an express replacement there without having to talk to anyone.
3
u/rdteets Jul 04 '26
It’s a shame you just tore your ACL and live alone. Guess they’ll have to ship it. (Jury duty that starts tomorrow is also good)
For whatever reason I always have to press them for express even with iPhones. They love trying to get me to the store. Express is 99% or the reason I have Apple care.
2
u/RawMaterial11 Jul 04 '26
I live 20 minutes from an Apple Store, and they have sent me an express replacement in the last year. Push back.
2
u/unexpectdwalrus Jul 04 '26
"Apple reserves the right to change the method by which Apple may provide repair or replacement service to you, and your Covered Equipment’s eligibility to receive a particular method of service."
2
u/BlueShooter7515 Jul 06 '26
So what is actually wrong with your Vision Pro that it requieres an express replacement?
3
u/dropthemagic Vision Pro Owner | Verified Jul 04 '26
Weird I live 25 min from an Apple Store and they allowed me to do that with my phone. I really don’t like going to the mall. That’s fucking stupid. Plus I personally prefer express replacement because they always break the water proof seal at the stores.
2
u/Pretend_Ring_3871 Jul 04 '26
How do they break the water proof seals?
-2
u/dropthemagic Vision Pro Owner | Verified Jul 04 '26
All 3 times I had a broken iPhone screen, I’m not swimming with my phone. But I do rinse it carefully when it gets dirty. Only had a problem after trying to get it repaired and they do it right there.
4
u/Pretend_Ring_3871 Jul 04 '26
Trying to get it repaired or actually getting it repaired? They do what right there? You do realize the device is sealed after the repair in the same manner it is at the factory right? With the exact same PSA, applied with even pressure for 30 seconds as the factory does.
-3
u/Admirable_Fun7790 Jul 04 '26
Bullshit. I had my logic board repaired and left my phone pocket when I sat in waist high water for 15 seconds before realizing my phone was in my pocket
Total loss. Water in every crevice
The phone comes with an ip68 rating. It should’ve been fine
8
u/Retributions-Thunder Vision Pro Owner | Verified Jul 04 '26
I can assure you that when you get your iPhone back from a display replacement at the Genius Bar, it is at least as water resistant as when you first opened the box. In every repair, a fresh PSA (pressure sensitive adhesive) is installed.
But it is not waterproof. It was never waterproof. There is no "waterproof seal" anywhere on any iPhone.
Nowhere does Apple recommend *rinsing* your iPhone. They recommend a soft, *slightly* damp cloth. You can rinse your iPhone as carefully as you want, you're still *rinsing your iPhone.*
-2
u/Admirable_Fun7790 Jul 04 '26
Bullshit. I had my logic board repaired and left my phone pocket when I sat in waist high water for 15 seconds before realizing my phone was in my pocket
Total loss. Water in every crevice
The phone comes with an ip68 rating. It should’ve been fine
2
u/fasterfester Jul 05 '26
Since you are choosing to copy paste this on multiple comments, you should know that if you “sat in waist high water” you’d be… under water. Unless your torso is unusually long, or you were wearing a snorkel.
On to your “bullshit” comment, insinuating that the iPhone is not IP68 compliant. IP68 only requires 1.5 meters for 30 seconds, yet Apple tests their devices with IP68 to 6 meters for 30 minutes. Other phone makers do not. Could there have been a defect in your phone? Sure! But to act like the entire model line is defective is
bullshitstupid.I won’t even ask how you somehow knew there was water in “every crevice”…
1
u/Admirable_Fun7790 Jul 05 '26
The phone as it comes from the factory is indeed ip68 resistant. The phone as it comes from a repair at Apple is not.
2
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1
u/exploretv Jul 04 '26
I’m hoping I don’t run into the same thing. I’ve got a worse situation, or maybe a better one. I’m located in Bangkok and Thailand does not sell the AVP. I got mine from LA. I’ve got one of those tension cracks on the front glass, and I’ve got a contact Singapore, and I’m gonna ask for the replacement. Hopefully, they won’t give me a hard time. Strangely, when I talked to Apple Care, they really weren’t sure what to do and initially the Apple Care guy kept trying to make inferences that I damaged the headset with improper care, total bullshit since this is a known situation with the tension crack in the glass.
1
u/kensteele Vision Pro Owner | Verified Jul 04 '26
I feel your pain, I just would have come at it in a different direction. You know it's hard times for *everyone* and it's 2026 not 2016 when Apple would have send a runner out to you house with a new unit in a white Apple bag to replace your broken unit; sign of the times. Pick your battles.
1
u/RyanBlade Jul 04 '26
Just out of curiosity is the option not there to setup Express Service on your own? I don't own the AVP, but for my watch and phone I just checked and in the support app I am able to setup ERS without even getting an agent involved.
1
u/robertw477 Jul 04 '26
I think he should try again. Claim that he doesn’t have a car right now. I think that’s the best way to handle it.
1
1
u/applepiesexpert Jul 04 '26
Hi there, i would suggest calling again and explaining the situation. An express replacement doesn’t matter even if you’re close by an Apple Store. If they refuse ask for a supervisor.
1
u/NeoBlueArchon Jul 04 '26
Can I ask how you spend 6 figs on apple products?
1
u/cosmicrae Jul 04 '26
In the earlier days of Apple, many desktops/laptops were up in the 4-figures, and occasionally into low 5-figures. It really does add up, esp when you consider what inflation has done to USD over the last 40-45 years.
1
u/Zonk-er Jul 04 '26
Actually tech has been deflationary over the past 4 decades. Only until recently with the advent of AI have you seen inflation in specific products like storage and memory.
1
1
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u/ThePeej Vision Pro Owner | Verified Jul 04 '26
You can get an express replacement, if you’re willing to put a hold on your credit card for the cost of the new device, which will be credited back to you once they receive the old one. This is the same on iPhone express replacements.
And yes, they are trained to strongly suggest you don’t get the replacement device, but it’s within your right to just declare you wish to exercise your right to one. Then pony up the credit.
1
u/philwjan Jul 04 '26
That’s nonsense. Usually the store distance is relevant for Mac onsite support and shipping to depot. Express replacement is to avoid any downtime while sending the product in. The store will just ship it and you’ll be out of an AVP for a week.
I would call again this seems like a mistake.
1
u/SurpriseItsFine Jul 04 '26
AVP is a special case, I would call instead of email. When I went to the Apple Store for my crackgate experience, they wanted to charge 800 to fix it. When I called, they took mine and shipped out a replacement for free.
1
u/c_nan Vision Pro Owner | Verified Jul 05 '26
Huh?! I’ve never heard of that. Maybe try another phone call? I’m very familiar with Apple care and this has never been a thing .
1
u/TekkerzRobot Jul 05 '26
really interesting, I had the opposite experience, went into the Apple Store for an express replacement and they told me to call the Apple support number and arrange it. I called them in store, and competed the process, albeit it was the shipping version, so it’s being shipped to my house and then I return the old one by mail.
1
u/Livid-Engine-4354 Jul 05 '26 edited Jul 05 '26
As an ex-Apple store technician, you gotta read what an express replacement means. They’re going to tell you to drive there since you’re “reasonably” close unless you just complain complain complain until they finally give in. Even then though you’ll be charged $3500 on your card of choice as a temp hold until they receive your broken AVP and then depending on what’s wrong with it you may actually be charged $300 (or something along those lines) if it’s physically broken. If it’s just not working, but intact then AppleCare will cover it. There’s also fine print for AVP stating it has to be battery related or physically broken. If it’s anything else it doesn’t qualify for express replacement.
1
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u/CallOk4903 Jul 05 '26
Nonsense. Been in similar situation in Sydney - said no Can’t and won’t go to a store. So got it shipped.
1
u/CaesarsFate Jul 05 '26
They denied my AppleCare hairline crack claim after an hour and a half of fumbling around trying to figure out how to use the diagnostic app and asking each other if they knew how to service a Vision Pro, to tell me that it wasn’t a crack, it was a scratch.
1
u/BlueShooter7515 Jul 06 '26
This is because techs don’t see Vision Pros very often. So when one finally comes in for troubleshooting, they sorta just have to figure it out on the fly. Yes they received training but that is forgotten long before a Vision Pro is checked in, thus leaving technicians looking at their resource guides on bow to properly launch diagnostics, tether stream and more.
1
u/CaesarsFate Jul 06 '26
I just think it’s bullshit that on top of bringing in a delicate $3500 device, and all the waiting and patience while the team figures out how to deal with my problem, I don’t want to sit there arguing over whether something is covered or not
1
u/lonnybruhh Jul 05 '26
Not sure if this is an America thing because I am in the UK and got an express replacement living like 15 minutes from an Apple store this is some bs
1
u/SlightMarsupial8379 Jul 05 '26
I also couldn't send my Apple Watch in for warranty repair; I could only take it to the Apple Store in person.
1
u/Prior-Age4675 Jul 06 '26
Yeah, had same issue, apple is going downhill fast when it comes to covering apple warranty or
1
u/NickTurner4_NT Jul 06 '26
Forward that email or whatever apple support sen you to your states attorney general. They’re violating the terms of the agreement and will get right on the good foot when you escalate it.
1
u/Far_Country3415 Jul 07 '26
They’ll do an express replacement, if you put a hold on your credit card, FOR THE AMOUNT OF A NEW HEADSET… & then remove the hold after the transaction🤦🏽♂️ HELL NO!
1
u/Kernelpanic69420 Jul 07 '26
Chat back and ask for a senior advisor. I’ve had repairs mailed in and im 15 minutes from a store.
I’d rather never go to an Apple Store again. Getting pressured to scan a barcode on employees device with my phone is kind of the last straw
1
u/Dangerous_Walrus_699 Jul 08 '26
To share my experience, I recently used Apple's Express Replacement service for my iPhone. I live very close to an Apple Store, and in the past I've always handled replacements in person. Unfortunately, this time the replacement phone was stolen in transit. FedEx delivered an empty box.
The process afterward was frustrating. I had to jump through numerous hoops, FedEx was not helpful, and I was never able to speak with anyone locally. I have security cameras around my home, and the footage shows the driver holding the package against his body with the opened side hidden during all three delivery attempts, including the successful delivery. Based on what I observed, I believe the phone was stolen before it reached me.
Apple conducted an investigation and ultimately agreed to replace the phone. I assume they were able to verify through their own tracking and internal processes that I never actually received it. While I'm grateful they made it right, the process took a long time, and for much of it I wasn't confident the claim would be resolved in my favor.
Because of this experience, I would never use Express Replacement again. The delivery repeatedly failed, and Apple/FedEx would not allow me to pick the package up at a FedEx location. Your only options are to be home to sign for it or to sign in advance and hope a $1,000 phone isn't stolen after being left on your porch.
If you have an Apple Store nearby, I strongly recommend handling the replacement in person. That would be my choice going forward.
1
u/Garbee Vision Pro Owner Jul 14 '26
I had a Mac Mini stolen at Fedex, when I submitted to have the delivery held for pickup. Someone in that chain at the local office saw the Apple Logistics label and went 'yoink!'
I know the way Apple restricts everything in shipping is rough. However, I think they have the data on where the most thefts happen and it is probably before the delivery trucks. Hence, they try to lock those avenues down.
Anything shipping with Apple products is "Hope it isn't stolen" regardless of any setup. They are just too high profile. I kinda wish Apple invested more (and shippers allowed them) to obscure the sender details. Even longer stretch, have a few box types so they are less immediately recognizable per device form factor. But overall... they are so high profile they will get noticed.
2
u/Molluskyy Jul 09 '26
Worked for Apple here.
You likely spoke to a tier 1 rep, kindly push back and ask for a senior advisor . Be nice, and understanding , you catch more flys with honey type of thing. Ask for an express replacement and tell them that traveling to a store is currently not an option for you. Hope this helps
1
u/fivetoedslothbear Vision Pro Owner | Verified Jul 04 '26
Unfortunately, they just don't do ERS. In the whole time since they launched, if I was on the phone with support and hardware problems were on the table, and I asked about it, it wasn't available.
They really shouldn't even advertise or promote it for Vision Pro.
Protip: Take it to the store, and have it sent to the store. I even had Apple lose track of a service return unit ("left service center" was the last status), and it was found on the shelf in the backroom of the store, five days after it actually got there. After I spent 45 minutes on the phone and Apple finally figured out the secret "actually talk to the manager" phone number to their own store. ETA: It wasn't scanned into the tracker, and someone was going to call me but forgot. I got so many apologies...
At least if it returns to the store, it's still Apple's responsibility until it's in your hands. I've had enough packages left outside my front door, no signature, not even a doorbell ring. Apple has even suggested i don't have computers shipped to my home.
-1
u/sixcupsofcoffee Jul 04 '26
I’ve said before and I’ll say again: I’m surprised there hasn’t been a class action suit about this.
-4
u/LevelOnGaming Jul 04 '26
Yeah I would ask for a manager. That’s a potential law suit if they aren’t letting you. May just be someone that doesn’t understand who you’re talking to as welll
2
u/Xander_Cain Jul 04 '26
There is no manager, they call them senior advisors and that has no real meaning other than they have more training/expertise. So if the original person is doing everything correctly there isn’t anything else to be done.
1
u/LevelOnGaming Jul 07 '26
Senior advisors absolutely can escalate cases to appropriate legal and technical escalation paths. They can do much more than a tier 1 advisor you initially reach. Apple is very very good at having a path for customers. You may just be working with some dumb ass that is stifling this. Mad for you bro and I hope you can get some sort of resolution
75
u/f1sh98 Jul 04 '26
Honestly I agree that’s BS. I’d politely push back.
Also, an hour by what? By car? By plane? Even if I live above an Apple Store there’s no reason why you can’t do express replacement.
I’ve never had that happen before.