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violetdragon

macrumors newbie
Original poster
Sep 28, 2024
2
16
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
 

JPack

macrumors G5
Mar 27, 2017
13,468
26,071
Yeah, that's a stupid answer. A worn battery isn't any more dangerous than a new one. I'd raise the issue with the store manager.

Can't imagine what that store would say about a phone with cracked glass. "It's too cracked for service and our techs could cut their fingers!"
 

jazz1

Contributor
Aug 19, 2002
4,664
19,570
Mid-West USA
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
That sucks. I don’t think I could live with that battery life %!
 

violetdragon

macrumors newbie
Original poster
Sep 28, 2024
2
16
Yeah, that's a stupid answer. A worn battery isn't any more dangerous than a new one. I'd raise the issue with the store manager.

I thought they were joking at first but obviously not. I have made a complaint so we will see what the outcome is but if this is what they are like towards their customers I think it's not on at all.

I've always replaced batteries myself but apple makes that hard these days as the device has extended Apple Care Paid for I'm not willing to do it.

Regards
 

JPack

macrumors G5
Mar 27, 2017
13,468
26,071
AppleCare+ has nothing to do with it. You're not asking for accidental damage service.

This is regular out of warranty service for the battery. You're paying money for a service they offer to any supported device.
 

Shirasaki

macrumors P6
May 16, 2015
16,249
11,745
57% battery health and they refuse. 80% battery health and they refuse. What will they accept? None? But that’s not the case either based on my experience. Does that mean Apple’s internal policy is to not replace the battery as much as possible, degraded or not? I mean the internal one, not the policy listed publicly. If so that stinks. Imagine being forced to buy a new iPhone/iPad/Mac simply because battery health drops to 79% and Apple just refuse to replace the battery for you.
 

mblm85

macrumors regular
Apr 3, 2010
144
513
Yorkshire, UK
From the sounds of it, you have a strong case against Apple through the Financial Ombudsman.

First, find the relevant AppleCare Terms and Conditions here: https://www.apple.com/uk/legal/sales-support/applecare/applecareplus/docs/applecareplus_uk_tc.html

then email the Ombudsman at the email address given for them in the applicable T&C document.

Include all of the following:
  1. your name
  2. address and postcode (past and present if you've moved since)
  3. best contact phone number
  4. best contact email address
  5. a PDF or scan of your iPhone SE purchase receipt if you still have it
  6. a PDF or scan of your AppleCare receipt and T&C documentation from back then if you still have it
  7. PDFs or scans of your Apple Store appointment booking
  8. PDFs or scans of anything they gave you, especially anything mentioning that they were rejecting doing the work
Also in the email, tell them that you want to raise a regulated complaint and write a summary of what happened, what you expected to happen, and what resolution you're seeking. Don't get emotional or rude; keep it factual, brief, and to the point.

I'm guessing you get a case reference back from the Ombudsman. Calmly and politely take that to the Apple Store. If you don't get what you're seeking from Apple in that second visit, accept what they say and wait for the Ombudsman to act. The Ombudsman should mention a timescale. If they don't meet it, escalate with the Ombudsman until you have an outcome (hopefully in your favour).
 

ukms

macrumors demi-god
Apr 21, 2015
1,137
1,196
Dubai, UAE
From the sounds of it, you have a strong case against Apple through the Financial Ombudsman.

First, find the relevant AppleCare Terms and Conditions here: https://www.apple.com/uk/legal/sales-support/applecare/applecareplus/docs/applecareplus_uk_tc.html

then email the Ombudsman at the email address given for them in the applicable T&C document.

Include all of the following:
  1. your name
  2. address and postcode (past and present if you've moved since)
  3. best contact phone number
  4. best contact email address
  5. a PDF or scan of your iPhone SE purchase receipt if you still have it
  6. a PDF or scan of your AppleCare receipt and T&C documentation from back then if you still have it
  7. PDFs or scans of your Apple Store appointment booking
  8. PDFs or scans of anything they gave you, especially anything mentioning that they were rejecting doing the work
Also in the email, tell them that you want to raise a regulated complaint and write a summary of what happened, what you expected to happen, and what resolution you're seeking. Don't get emotional or rude; keep it factual, brief, and to the point.

I'm guessing you get a case reference back from the Ombudsman. Calmly and politely take that to the Apple Store. If you don't get what you're seeking from Apple in that second visit, accept what they say and wait for the Ombudsman to act. The Ombudsman should mention a timescale. If they don't meet it, escalate with the Ombudsman until you have an outcome (hopefully in your favour).
A bit premature for an ombudsman referral, the ombudsman would want to see an exhausted complaint with Apple first with no action by Apple.

I could be wrong but something doesn’t seem right with what’s happened, perhaps a piece of the story missing 😉
 

DaveS86

macrumors regular
Sep 11, 2022
171
217
Yes, something might have got missed. Doesn’t sound right at all. Did they mean they want you to fully discharge the battery for them first?
 

waquzy

macrumors 68000
Sep 9, 2013
1,579
2,408
Leicestershire, UK
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
Unacceptable answer. Ask to speak to the store supervisor/manager.
 

dave006

macrumors 68040
Jul 3, 2008
3,916
1,117
Just West of East
I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make?
None they just did not want to bother. Just ask where that is covered in the Apple device documentation and make them show you? Then call the 0800 number while standing in the store.

The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device.
What is your exact coverage I have never heard of extended AppleCare?

Dave
 
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FreakinEurekan

macrumors 603
Sep 8, 2011
6,450
3,332
57% would be highly unusual. Not to sound pessimistic, but "extraordinary claims require extraordinary evidence."

If you do indeed have AppleCare+ and the battery is at 57% life - they should replace the battery at no cost, and that's exactly what I would expect them to do.

Curious for "The rest of the story..."
 

canadianpj

macrumors 6502a
Jun 27, 2008
552
497
57% battery health is almost unheard of tbh, especially considering the phone is only 2 years old. Could you please post a screenshot of the battery health?!
That % is dangerous. Period. If the phone had been under full warranty they should have replaced the hole thing however, but if not then I get it. There's something very bad for it to be that low.
 

monstermash

macrumors 6502a
Apr 21, 2020
974
1,059
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
I would just replace the battery myself. It's not hard.
 
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klasma

macrumors 604
Jun 8, 2017
7,405
20,655
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
There is the Apple Support app (https://apps.apple.com/app/apple-support/id1130498044), you could try to go through that. That would likely entail that you’d have to send in your iPhone (after remote analysis), which of course is less convenient.
 

GusBougadis

macrumors member
Sep 25, 2024
40
40
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
That’s terrible, they’re trying to force you to buy a new phone.
 

arc of the universe

macrumors 6502
Jan 11, 2023
289
363
Howdy folks,

I though i'd post this just to let users know before you request Apple to replace the Battery in your Apple device, however I booked a appointment online to get the battery replaced in my nearest Apple Store here in the UK.

I took my iPhone SE to the Apple Store to get the battery replaced, they refused to do it because the battery is at 57% I asked them what difference does that make? they replied with Oh it's more dangerous for our team to replace the battery. Not sure about you but this seems a bit dodgy, The Phone had extended Apple care on it and they would not replace the battery due to the Battery Health reported by the device. I asked them what's the other alternative and they just said oh better to buy a new Phone.

Not sure about you but the device has Apple Care and I was willing to pay £69 to get the battery replaced. I think this is wrong and it's more down to spending the money than repairing the device.

What do you all think?

Regards
although it may not matter, you do not mention which generation of iPhone SE it is.
1st, 2nd, or 3rd ?
gen 1 is classed as obsolete.
 
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