iPhone SE (2022) Apple refused to replace battery

[eyoungren]

I took my 2019 MBP in last year with a misaligned lid from a drop, and it looked like I'd bent stuff. I had AC+ so I expected I'd need to pay the deductible and be without my Mac for a week or so. The Genius started the process, then stopped, asked if I had five minutes for him to take it in the back and try something. Took it in the back, pulled the bottom case and display screws, realigned the lid using their tools, vacuumed out the little bit of dust, and returned it to me free of charge. We chatted for a bit and I went on my way.

I've had more middling experiences at times but I'd say it's less of a corporate policy and more their hiring pool being...not the best anymore. But that's not unique to Apple - customer service across the board has declined markedly the past few years.

All of my experience with Apple geniuses has been from one store, the location inside Arrowhead Towne Center in Glendale, AZ. That's since 2012.

I decided after my last experience that I just wasn't going to deal with them anymore. 9 times out of 10, any service I need is for a device that is long out of warranty. I've found a place I'm happy with and if necessary I'll go to them. The most current iPhone model in our entire household is the 11 Pro Max, so not like it's anything current.

If I do need to darken Apple's doorstep at some time in the future though, it won't be at that location. There are at least two more stores I can visit, both further out. But given that both those stores are in Scottsdale, AZ, I'd assume better service.

Glad you got some good help with your problem though.

 

[timborama]

A few years ago I send my 8+ in to Apple for battery replacement, was at 79% health. After they received it, they informed me they couldn’t put in a new battery because of “liquid damage”. The phone was pristine and NEVER anywhere near liquid. And insisted I needed a new phone. I called BS on this and escalated it up a few levels, with no resolution. They returned my phone, but to my surprise WITH a new battery and $0 cost.

I called back, and wanted explanation. I was told that they replaced the battery under “manager discretion”. A lot of runaround for what should have been handled easily initially.

 

[monstermash]

We had one we wanted to get a new battery for. They ended up not replacing it due to liquid damage. Oh well. Bought a new phone.

They ended up replacing that second phone for some reason, because they stripped the screws and couldn't get it apart, so we got a brand new phone.

It can go either way.

 

[TMRJIJ]

they refused to do it because the battery is at 57%

To clarify, did you mean Battery Health at 57% or Battery Life at 57%? A battery health of 57% requires a replacement (57% Health is quite odd for 2 years of usage and could prompt further investigation). A battery life of 57% on what appears to be a defective battery needs to be discharged to a 'safe' level before replacement.

Apple Diagnostics has a Battery Drain Tool that discharges the battery below 20%. However, if the diagnostics can’t be run for some reason, they’re usually 'blocked' (air quotes) from creating a battery repair. In such cases, the battery would need to be sent in for a mail-in repair.

 

[TMRJIJ]

I applied to be a genius. Though I was COMPTIA A+ certified and had completed coursework toward a CCNA, I was not hired

Apple Stores don’t prioritize technical expertise. I’ve had enough interviews to realize they value individuals with exceptional customer skills and the ability to empathize with customers’ situations. Many people I knew who worked at Apple Stores lacked technical knowledge but excelled at interacting with customers.

 

[TracerAnalog]

Apple staff in store regularly lie to discourage or prevent battery replacement. Given how widespread this behavior is, I am positive that they receive training on this.

Apple would much rather you buy a new phone.

The classic lie is “ohh your phone must be below 80% battery health for a replacement”.

This is of course incorrect and related only to their rules for battery replacement under AppleCare. If you are willing to pay and don’t buy the ******** you can replace a battery at 99% health if you want.

So how widespread is this behavior? Source?

 

[cptcaveman]

So how widespread is this behavior? Source?

Very widespread. Hence why I think it is trained behavior.

I have experienced it myself on multiple occasions at multiple stores, as have many others.

I eventually learnt to tell them I was getting a sudden complete drain on devices when battery health was > 80% to get the (out-of-pocket) battery replacement done.

As I said their favorite lines seem to be "Oh your battery health is fine, above 80%, so you don't need it", or "We won't do it as it's above 80%" (true, but only for AppleCare or warranty replacement, not out-of-pocket), or a technical variation "We did diagnostics on it, and it's fine".

This issue would actually be pretty good fodder for an investigative journalist.

Don't believe me?

https://***************.com/?q=apple+denied+battery+replacement+reddit

^ let me google that dot com

 

[laptech]

People need to remember, Apple Care is an insurance policy underwritten by insurance company AIG. Apple is not the ones that make the rules on what can and cannot be repaired, AIG do as it is them that insures your iphone. Apple Care is usually taken out with the purchase of a new iphone so I looked at the Apple Care policy for 2022
source:

https://www.apple.com/legal/sales-support/applecare/applecareplus/0921/091421_applecareplus_uk_tc.pdf

(when the iphone in question was made for sale). In the policy is states that battery service is one of the features of the policy. It states:

“Battery Depletion” means, in relation to Covered Equipment which use an integrated rechargeable battery, when the capacity of such Covered Equipment’s battery to hold an electrical charge is less than eighty percent (80%) of its original specification.

BUT if you scroll down further into the document to where it says 'Covered Hardware' is not covered it has this:

Hardware Coverage. This Policy does not cover You for:

failure due to defects in materials and/or workmanship and/or design; however, such failures will be covered separately either by Your consumer law rights or by the Apple Limited Warranty, or by Apple itself during the same period as the AppleCare+ Coverage Period even if You did not purchase or lease Your Apple product from Apple.

Due to the battery showing 57%, I am wondering if Apple is seeing this as a defect in materials and thus using that specific section of the Apple care policy to refuse repair.

 

[TracerAnalog]

Very widespread. Hence why I think it is trained behavior.

I have experienced it myself on multiple occasions at multiple stores, as have many others.

I eventually learnt to tell them I was getting a sudden complete drain on devices when battery health was > 80% to get the (out-of-pocket) battery replacement done.

As I said their favorite lines seem to be "Oh your battery health is fine, above 80%, so you don't need it", or "We won't do it as it's above 80%" (true, but only for AppleCare or warranty replacement, not out-of-pocket), or a technical variation "We did diagnostics on it, and it's fine".

This issue would actually be pretty good fodder for an investigative journalist.

Don't believe me?

https://***************.com/?q=apple+denied+battery+replacement+reddit

^ let me google that dot com

Must be a local thing. Here in Europe it has never happened to me, my friends, or family.

 

[cjsuk]

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've taken worse to them and they replaced it. They won't touch it if it's turned into a spicy pillow or the back is hanging off though.

 

[eyoungren]

Apple Stores don’t prioritize technical expertise. I’ve had enough interviews to realize they value individuals with exceptional customer skills and the ability to empathize with customers’ situations. Many people I knew who worked at Apple Stores lacked technical knowledge but excelled at interacting with customers.

Is that recent interactions? Because since late 2015, most of the geniuses I've dealt with have had zero empathy once they realized there would be no sale of any product in dealing with me. One person was even outright hostile.

 

[KarimLeVallois]

Apple staff in store regularly lie to discourage or prevent battery replacement. Given how widespread this behavior is, I am positive that they receive training on this.

Apple would much rather you buy a new phone.

The classic lie is “ohh your phone must be below 80% battery health for a replacement”.

This is of course incorrect and related only to their rules for battery replacement under AppleCare. If you are willing to pay and don’t buy the ******** you can replace a battery at 99% health if you want.

Tis true, I replaced a battery on my Xs at 82% at the Regent Street Apple Store, no issues. This was out of AppleCare+.

 

[DCIFRTHS]

I've taken worse to them and they replaced it. They won't touch it if it's turned into a spicy pillow or the back is hanging off though.

 

[Absrnd]

Don't fall for it guys, this is another "post and run" situation

A newbie posts something terrible about. Apple, without any evidence to show for it, and after 2 posts never answers again.
You know it aint true

 

[Thisismattwade]

Apple Stores don’t prioritize technical expertise. I’ve had enough interviews to realize they value individuals with exceptional customer skills and the ability to empathize with customers’ situations. Many people I knew who worked at Apple Stores lacked technical knowledge but excelled at interacting with customers.

Reminds me when I had a really good in-store conversation with an Apple employee a few months ago. I was there for an in-warranty service on my wife's (base, M1) MBA. The guy was genuinely interesting to chat with, and he asked good questions in return, while working through the warranty process. He actually had a pretty diverse work history/background, and it didn't seem like Apple was his last stop on his career path. I hope he's doing well.

OP, sorry to hear about your situation. We just inherited an iPhone 6 from my father. He keeps his devices in excellent condition (a quality his son didn't inherit unfortunately), and the battery health currently shows 100%. Obviously the battery was replaced, but it'll be fun to mess around on this 6 long into the future!

 

[TMRJIJ]

Is that recent interactions? Because since late 2015, most of the geniuses I've dealt with have had zero empathy once they realized there would be no sale of any product in dealing with me. One person was even outright hostile.

I had two waves of Apple interviews in 2019 before getting passed over and finding employment at an AASP. Dated one woman who worked at the nearest Apple Store, and occasionally conversed with some of the other geniuses when their customers needed to come to my job (It was usually for things like HDD to SSD Upgrades or replacing parts for vintage or obsolete devices).

There was no hostility, though, some might probably say the friendly attitude seemed fake. In my AASP Training, we were taught how to speak to customers in an empathic and uplifting way without trying to talk down to them. There were even certain words that we would use or avoid using to describe issues.

Upselling Apple Devices was always the last option if we couldn't find a solution to the problem. Heck, I was still stocking up and replacing parts for the 13-inch MBP (Unibody 2012) up until the official obsolete date.

 

[kevcube]

I thought they were joking at first

i would too

 

[BugeyeSTI]

I was just at the Apple store yesterday (suburb of Chicago) getting my S6 watch replaced for a worn battery using AppleCare+ and they gave me no issues. They didn't try to get me to upgrade to a new watch or push back at all. They were very courteous and handled the transaction quickly. I actually had more problems getting someone to show me the new S10's and Ultra2. I've had two batteries (6S and X) in the past replaced in Scottsdale AZ. and it was the same experience. Both phones were over 80% and I was told that when they ran diagnostics on the phones. I said I would pay out of pocket and they replaced them in less than 2 hours. No hassle and no upsell..

 

[AlanMarron]

Apple Stores don’t prioritize technical expertise. I’ve had enough interviews to realize they value individuals with exceptional customer skills and the ability to empathize with customers’ situations. Many people I knew who worked at Apple Stores lacked technical knowledge but excelled at interacting with customers.

Truth be told, I’ve had minimal interaction in the stores. But one epically bad story.

I had a G5 iMac. The one that cooked the integrated video card over time. The first Macintosh that I bought without AppleCare.

I took it to a Genius Bar and without missing a beat, was told the repair cost was more than 800 bucks. No sympathy, no empathy. I resisted the temptation to drop it in the store on my way out.

I bought a new motherboard on the gray market for $300 or so, and replaced it myself. It also failed after a year or two. One of AAPL’s unacknowledged engineering failures. Like the power socket on the original toilet-seat iBook. The socket would work loose on the circuit board under normal use.

I guess that engineering compact devices is hard.

 

[msackey]

Interestingly, the Apple store near me told me that I don't need to replace my battery on my 12 Pro - while my battery health was at 87%. The apple 'Genius' told me that my poor battery life was due to a bug and that I needed to do a factory reset on the phone. That was the fix according to them. i was happily willing to pay for a new battery simply to have a new battery but they told me time and time again that I don't need one.

I think my iPhone 12 Pro was at 83% health or something like that and I wanted a new battery. One staff member also discouraged me and said I'm nto going to see a lot of improvement and I said I'm insisting since I'll be travelling and need full battery health. They did replace it. I thought it was dumb to think 83% battery health versus 100% battery health makes little difference.

 

[eyoungren]

I had two waves of Apple interviews in 2019 before getting passed over and finding employment at an AASP. Dated one woman who worked at the nearest Apple Store, and occasionally conversed with some of the other geniuses when their customers needed to come to my job (It was usually for things like HDD to SSD Upgrades or replacing parts for vintage or obsolete devices).

There was no hostility, though, some might probably say the friendly attitude seemed fake. In my AASP Training, we were taught how to speak to customers in an empathic and uplifting way without trying to talk down to them. There were even certain words that we would use or avoid using to describe issues.

Upselling Apple Devices was always the last option if we couldn't find a solution to the problem. Heck, I was still stocking up and replacing parts for the 13-inch MBP (Unibody 2012) up until the official obsolete date.

Yeah, I wonder (and I've speculated on this before) if it's just that particular store. I guess I won't find out very soon though as I have no intention or need to visit an Apple store right now.

 

[eyoungren]

I was just at the Apple store yesterday (suburb of Chicago) getting my S6 watch replaced for a worn battery using AppleCare+ and they gave me no issues. They didn't try to get me to upgrade to a new watch or push back at all. They were very courteous and handled the transaction quickly. I actually had more problems getting someone to show me the new S10's and Ultra2. I've had two batteries (6S and X) in the past replaced in Scottsdale AZ. and it was the same experience. Both phones were over 80% and I was told that when they ran diagnostics on the phones. I said I would pay out of pocket and they replaced them in less than 2 hours. No hassle and no upsell..

I always forget you're in AZ. I'll have to try the Scottsdale store sometime. For now, I'd advise staying out of the Glendale store if you ever get over that way.

 

[BugeyeSTI]

I always forget you're in AZ. I'll have to try the Scottsdale store sometime. For now, I'd advise staying out of the Glendale store if you ever get over that way.

I suggest the Scottsdale Quarter location. Always have excellent interactions there.. Never been to the Fashion Square location or Glendale store.

 

[dmk1974]

I think my iPhone 12 Pro was at 83% health or something like that and I wanted a new battery. One staff member also discouraged me and said I'm nto going to see a lot of improvement and I said I'm insisting since I'll be travelling and need full battery health. They did replace it. I thought it was dumb to think 83% battery health versus 100% battery health makes little difference.

I agree with you and am in a similar situation. My 13 Pro has been showing at 82% for a long time now and I'm thinking of getting the battery replaced. Why not right? I mean, if 100% new battery is suposedly 22 hours (per Apple website), that means I'm down to only 18 hours currently at max charge.

4 hours would be a reasonable boost to the 13 Pro, right? I mean, the brand new 16 Pro states 27 hours...new to new batteries compared, doesn't Apple make a big deal touting the extra 5 hours of battery life?

 

[TokyoKiller]

I feel there is more to the story. Was the battery swollen?

I think a lot is missing here. They very likely offered the OP a replacement phone instead of a battery swap due to the safety of employees touching a swollen battery…but the OP didn’t like that option 🤨