AppleCare accidental damage claim

[pjv1990]

So I was working with my M1 MacBook Pro out in the garden and slipped as I was walking down the patio steps and the notebook went flying. The screen is smashed, the case has a frightening dent and the computer is about as totalled as a computer can get. I'm devastated. Thankfully I have AppleCare with accidental damage coverage and the Mac was recently backed up. Before I start the process can anyone inform me what the process is like/what will happen? Have you ever had any grief from Apple Support regarding an accidental damage claim? Is there anything I should know before I contact support?

I assume that I will likely just get sent an entirely new laptop after they receive the damaged one. Does the process take long after the excess payment is made? How long have you had to wait to receive a new computer/device from Apple? I'm from the UK if that matters.

Thanks in advance for any help and advice you can give me.

 

[bob_zz123]

I think you'd need to be prepared to be without it for at least a few days and possibly longer. The default is to try to repair it unless that's clearly not possible - quote from T&C's "if it would not be practical or economically viable to perform a repair.....". They'd probably evaluate it to try to determine this first. If you take it into a store it is unlikely the store would be able to make that decision, it may have to go to a repair centre / depot first.

If they do replace it then the timescale will depend on whether it is a CTO machine or one that is generally in stock. Also bear in mind although unlikely, they do have the right to replace it with a remanufactured machine "...to supply a replacement for the Covered Equipment with a new Apple-branded device or a device comprised of new and/or previously used genuine Apple parts that have been tested and pass Apple functional requirements."

I've never had any grief from accidental damage claims from Apple. It was far more grief dealing with 3rd party insurers to be honest.

I'd say if you got it sorted within 2 weeks, that's probably pretty good.

 

[DennisdeWit]

I’d never had to had my whole MacBook Pro replaced after accidental damage. However, I did have some swaps in the past in the 2017 era when the keyboard had a lot of issues. It took around 2 weeks to swap it.

Accidental Apple Care+ claiming is easy. You’ll explain what happened, they will bill you and you have to pay that amount upfront. However, it won’t be a 100 dollar claim. Probably multiply that amount. Around 300 I think. You’ll get the box and ship it to the repair center.

Since your MBP seems to be in the same condition as when it was ranover by a bus, I guess the guys at the repair center will pretty fast send you a new unit. But I think it would be a refurbished one instead of a brand new one.

 

[maflynn]

Have you ever had any grief from Apple Support regarding an accidental damage claim?

If Applecare includes accidental damage, why would they give you grief?

 

[mreg376]

If Applecare includes accidental damage, why would they give you grief?

I guess you've never dealt with insurance claims.

 

[radus]

They deleted the AppleCare + of my iPadPro M1 without any reason.
I for me do not trust them anymore.

I hope you 'll have more luck in your insurance claim.

 

[usagora]

They deleted the AppleCare + of my iPadPro M1 without any reason.
I for me do not trust them anymore.

Ok, there has to be more to the story. I highly doubt that when you spoke to Apple about this they told you they've cancelled your AppleCare+ for no reason. I don't even think that would be legal. Not sure if you're in the US or elsewhere, but here are the terms and conditions for AppleCare+ in the US:

https://www.apple.com/legal/sales-support/applecare/applecareplus/2209/220907_applecareplus_us.pdf

And here are the only reasons stated for why Apple would cancel your plan:

 

[radus]

Ok, there has to be more to the story. I highly doubt that when you spoke to Apple about this they told you they've cancelled your AppleCare+ for no reason. I don't even think that would be legal. Not sure if you're in the US or elsewhere, but here are the terms and conditions for AppleCare+ in the US:

https://www.apple.com/legal/sales-support/applecare/applecareplus/2209/220907_applecareplus_us.pdf

And here are the only reasons stated for why Apple would cancel your plan:

View attachment 2109822

There is no more to the story.
They got my money and the AppleCare + disappeared without any reason.
On phone calls they assured to reactivate the insurance but they did not do that.

 

[dizmonk]

So.... OP what happened???

 

[usagora]

There is no more to the story.
They got my money and the AppleCare + disappeared without any reason.
On phone calls they assured to reactivate the insurance but they did not do that.

Ok, so they admitted it was a mistake, not deliberate. And then it sounds like the person you spoke to (or someone else in the "command chain") dropped the ball on getting it reactivated. I would've been back on that phone a second time to be sure it got done. It sounds like you gave up after 1 call. I also imagine your situation is extremely rare.

So, see, there was "more to the story" 😉

 

[radus]

Ok, so they admitted it was a mistake, not deliberate. And then it sounds like the person you spoke to (or someone else in the "command chain") dropped the ball on getting it reactivated. I would've been back on that phone a second time to be sure it got done. It sounds like you gave up after 1 call. I also imagine your situation is extremely rare.

So, see, there was "more to the story" 😉

But I was on the phone 4-times - much to long for a small volume insurance.
One call had to be enough.

Over the years I have bought apple products for more then 200 000 € .
Now they behave like petty criminals.

 

[usagora]

But I was on the phone 4-times - much to long for a small volume insurance.
One call had to be enough.

Over the years I have bought apple products for more then 200 000 € .
Now they behave like petty criminals.

I'm still not buying that we're getting the whole story here. If Apple were randomly cancelling people's AppleCare+ policies for no reason and not refunding them, it would be front-page news and Apple would have a legal battle on their hands. Consumers would literally be at war.

 

[radus]

I'm still not buying that we're getting the whole story here. If Apple were randomly cancelling people's AppleCare+ policies for no reason and not refunding them, it would be front-page news and Apple would have a legal battle on their hands. Consumers would literally be at war.

Well I hope you are right and my problem is a random mistake.

But my experience is different and I can prove it if needed.
Otherwise I would not share this experience in a public forum.

 

[usagora]

But my experience is different and I can prove it if needed.

Go ahead then. Probably best to make it a separate thread and link it.

EDIT (spoiler alert): never happened