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iPhone SE (2022) Apple refused to replace battery

violetdragon

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
 
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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!"
 
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violetdragon said:
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
Click to expand...
That sucks. I don’t think I could live with that battery life %!
 
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JPack said:
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.
Click to expand...

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
 
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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.
 
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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.
 
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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).
 
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mblm85 said:
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).
Click to expand...
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 😉
 
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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?
 
violetdragon said:
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
Click to expand...
Unacceptable answer. Ask to speak to the store supervisor/manager.
 
violetdragon said:
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?
Click to expand...
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.

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

Dave
 
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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..."
 
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waquzy said:
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?!
Click to expand...
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.
 
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violetdragon said:
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
Click to expand...
I would just replace the battery myself. It's not hard.
 
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violetdragon said:
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
Click to expand...
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.
 
violetdragon said:
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
Click to expand...
That’s terrible, they’re trying to force you to buy a new phone.
 
violetdragon said:
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
Click to expand...
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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