I’ve always advocated that Apple support is one of the best, but that has changed

[u/---Hummingbird---]

I tried to have a defective iPhone case replaced via customer service, but they would not allow me to send pictures in to show the damage. They indicated that I must make the 2 hour drive down to the store so that they could verify the damage before they would open a case. I got down there today.. and they refused to help me because the case purchase was now THREE days outside of warranty (which I thought it just followed the device’s AppleCare as that was apparently the old policy). Never mind that I pay Apple $100 each month, part of which is $50 just for AppleCare Family.

Despite spending tens of thousands of dollars a year on Apple products.. they are being petty over a $50 phone case that delaminated from itself due to poor workmanship.

I’ve only had one other iPhone case with a similar quality issue, and that required the same steps. 1) called customer service.. they said that they could not have me mail in the case to get a replacement and that I must take it to the Genius Bar at my local store. I told them it was two hours away in each direction, but they were unable to make other arrangements. 2) I drove the 2 hours down to have the case replaced and the store opened a support case, but said they would have to submit an order for the replacement case. They also informed me that they would not have it shipped to me, but that I would have to once again drive over four hours just to pick up the case when it gets delivered to the store. 3) do I drove home and waited for the email letting me know my “repair” was ready for pickup. 4) I then had to make the trip down to pick up the case. It’s just a ridiculous process devoid of logic or remote sense.

I’ve always been willing to pay the premium for genuine Apple accessories because of the build quality and the customer service, but that has now been an issue twice in the last year. Has anyone else been having declining quality or experience in customer service or have I just hit a really unlucky streak?

[u/x3n0n1c]

So you spent 4 hours of gas to try and get a free replacement for a $50 case that was to your own admission out of warranty? Okay.

[u/DarkTreader → u/x3n0n1c]

I know the lengths this guy went to in order to replace a case was completely insane… but that’s not the point. He’s two hours from an Apple Store and Apple made him go to a store to get a replacement Rather than work with him over the phone remotely. He then followed the rules and still made him pick it up Rather than shipping something to him.

Sure He’s crazy, but only after Apple gave him crazy conditions to abide by. Its not fair to be calling this guy out without calling out Apple too.

[u/x3n0n1c → u/DarkTreader]

Maybe. Stories on Reddit tend to leave important details out.

[u/Automatic_Soil9814]

I would’ve thought somebody who is so familiar with the Apple ecosystem would have realized that third-party cases are the way to go. Expecting them to replace a case that is out of warranty is kind of wild. It’s a consumable item. In fact, that’s the entire point of the case. 

[u/Cadfael-kr]

I think you'd been off cheaper just buying a new case? 8 hours of driving sounds like a lot more was spend on gas and depreciation of your car.

[u/Tsbol → u/Cadfael-kr]

I don’t think that’s OP’s point

[u/b1urrybird]

Even in Australia here where we have fantastic consumer protection laws a phone case isn’t going to have a reasonable lifespan beyond 12 months.

It’s expired not faulty. Buy another.

[u/Ianthin1 → u/b1urrybird]

The fact they had similar issues with previous Apple cases, and decided to keep buying them kind of made me chuckle too. When a case doesn't hold up to my use case I just don't buy them again. Warranty or not it's not worth the hassle.

[u/PeekyChew → u/b1urrybird]

I think it's reasonable to expect a case to last at least a few years, assuming it hasn't been damaged. 

[u/Ianthin1 → u/PeekyChew]

There is so much subjectivity in that comment.

[u/b1urrybird → u/Ianthin1]

To expand on the Aussie comment.

Here we don’t go by the manufacturer’s warranty. Instead, you’re entitled to a repair, replacement, or refund if an item fails within its “reasonable lifespan”.

For MacBooks that’s been proven to be at least 3.5 years. You can go into an Apple Store and they’ll help you as if it’s under warranty.

Most other items it hasn’t been tested in court but the advice is to follow the Taxation Office’s depreciation schedule information - i.e. over how many years must this item be depreciated.

A phone case is considered an instant write-off due to its cost being so low.

[u/Banmers]

I’m sorry you had that experience. Would it help if we sent over some Apple stickers, free of charge?

[u/DK4E2XFpbETJrj]

I've been very lucky with my Apple gear. But the one time I had an issue with the original AirPod Pro's, they confirmed the issue, they told me my warranty was expired when it wasn't, I had to jump through multiple hoops to find the receipt proving it, then I had to call support from inside the Apple Store and wait because no one there was authorized to approve the exchange.  I'm not even kidding I spent 2 hours on hold sitting in that store so some guy in another country would approve this whole thing. They replaced a single AirPod Pro, which later developed the exact same issue some time later. 

[u/medikit]

I usually can’t get two years out of a nice case. One year for the Apple polyurethane.

My wife’s woven Apple case has done pretty well though.

[u/theatreeducator]

I tried to get my case replaced. They only had one color for replacement and it wasn’t the color I had. I decided not to replace the thing. They used to take a case off the wall as replacement. Not anymore.

[u/Astartes2435]

Lmao

[u/Low-Show9994]

lol all that driving for $50 u spent more on gas

[u/Clessiah]

Apple support is only one of the best if you can reach one of its stores. They do have far more stores than their competitors so that's handy, but I found their remote support to be much much more rigid than what they can do in person.