AppleCare+ iPhone 14 Pro Max STILL got flagged at an Apple Store Genius Bar Appointment

[nikikaly21]

Had a really bad experience at the Apple Store this morning. I always break my iPhones, I'm just really clumsy and rather pay AppleCare+ and repair/replacement fees than Otter Boxes. My iPhone 14 Pro Max's back screen is cracked all over. No biggie, I'll go to the Apple Store and have it replaced.

Never had a problem replacing the 11 or 13 Pro Max in-person, but today my iPhone 14 Pro Max was "flagged" for some reason at the Apple Store during my Genius Bar Appointment.

I was so frustrated, because I thought the reason I was paying for the insurance was to have the convenience to get it replaced onsite. I politely tried to push back at the Tech Specialist, trying to get a reason why it was flagged, but all he said was that he didn't know and I should either get a Loan Device or go through Express Replacement.

So, now I have to wait 3-5 days to get my replacement phone, eat a temporary charge of $1,400, and schedule a Fedex Pickup - what gives??

Has anyone had any issues similar to this? It's really, really annoying and I don't like having the full charge of a phone on my credit card, temporary as that charge may be.

Never installed unauthorized apps, and no catastrophic damage - the back of the phone is just cracked.

 

[spikeymike]

Call Apple Care support line. They should be able to look into the details of the flagged status better than the store.

 

[Splitrail]

Call Apple Care support line. They should be able to look into the details of the flagged status better than the store.

The store should have called the support line on behalf of the customer.

 

[Splitrail]

Had a really bad experience at the Apple Store this morning. I always break my iPhones, I'm just really clumsy and rather pay AppleCare+ and repair/replacement fees than Otter Boxes. My iPhone 14 Pro Max's back screen is cracked all over. No biggie, I'll go to the Apple Store and have it replaced.

Never had a problem replacing the 11 or 13 Pro Max in-person, but today my iPhone 14 Pro Max was "flagged" for some reason at the Apple Store during my Genius Bar Appointment.

I was so frustrated, because I thought the reason I was paying for the insurance was to have the convenience to get it replaced onsite. I politely tried to push back at the Tech Specialist, trying to get a reason why it was flagged, but all he said was that he didn't know and I should either get a Loan Device or go through Express Replacement.

So, now I have to wait 3-5 days to get my replacement phone, eat a temporary charge of $1,400, and schedule a Fedex Pickup - what gives??

Has anyone had any issues similar to this? It's really, really annoying and I don't like having the full charge of a phone on my credit card, temporary as that charge may be.

Never installed unauthorized apps, and no catastrophic damage - the back of the phone is just cracked.

That WOULD be annoying, especially without being given a reason, and particularly because they didn't call Applecare Support right then and there for you.

 

[nikikaly21]

The store should have called the support line on behalf of the customer.

I did call them after I left, and they said they couldn't see any reason for the flag either. Only listed as "recommended Express Service replacement"

I hope it was just that they didn't have the replacement in stock, but I don't know why they wouldn't just share that so I could do the express replacement on my own.

 

[nikikaly21]

That WOULD be annoying, especially without being given a reason, and particularly because they didn't call Applecare Support right then and there for you.

It was just so vague and mysterious. "Your phone's flagged" it made me feel like I was a the TSA line being singled out. Also though to myself, "am I crazy jail-breaking this phone in my sleep cause I do not remember messing with it at all" other than when I dropped it accidentally a couple weeks back.

 

[Splitrail]

It was just so vague and mysterious. "Your phone's flagged" it made me feel like I was a the TSA line being singled out. Also though to myself, "am I crazy jail-breaking this phone in my sleep cause I do not remember messing with it at all" other than when I dropped it accidentally a couple weeks back.

That level of "service" at the Apple Store would have made me .

 

[russell_314]

I always break my iPhones, I'm just really clumsy and rather pay AppleCare+ and repair/replacement fees than Otter Boxes.

How many iPhones have you replaced under AppleCare?

I have a feeling there is some limit where they start asking questions.

 

[Cruncher]

If you have another Apple Store nearby make an appointment there and try it.
Otherwise a express replacement is very fast too. Here in Europe it you call in before lunch you will get the replacement phone on the next day at your house and you have 10 days time to send back the old.
I normally just transfer all my data and let it get picked up by ups the same or next day.

 

[nikikaly21]

How many iPhones have you replaced under AppleCare?

I have a feeling there is some limit where they start asking questions.

Twice - opne iPhone 11 Pro Max and one iPhone 13. Both replaced in-store, no problem.

Retail stores shouldn't lead with Express Replacement unless totally necessary.

AppleCare+ is very clear incidents are unlimited as long as the device hasn't experienced catastrophic damage.

 

[russell_314]

Twice - opne iPhone 11 Pro Max and one iPhone 13. Both replaced in-store, no problem.

Retail stores shouldn't lead with Express Replacement unless totally necessary.

AppleCare+ is very clear incidents are unlimited as long as the device hasn't experienced catastrophic damage.

The reason I asked is I was wondering if you were trying to get a phone replacement every few weeks or something. Yes it's "unlimited" but even unlimited has limits at some point. Obviously two isn't even close because I've used it three or maybe four times (I can't remember) without any issues. I think two of those were repairs and at least one they had to replace it.

I bet there was something with your account or maybe the card you used that caused an automatic flag. All big businesses have systems where if certain criteria are are met it flags the transaction. It would be nice if they told us what that was but for security obviously they can't.

I wouldn't be happy if I had to go through that mess though.