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iPhone X Question about AppleCare+ claims

jamesryanbell

jamesryanbell

macrumors 68020
Original poster
Mar 17, 2009
2,171
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So you get 2 claims for front screen damage at $29 each if you purchased AppleCare+ for $199 for iPhone X, which I did purchase.

It appears that my wife's earrings scratched my phone's screen, enough to bother me - about 1.5" long. It's not awful, as you have to hold it under light with the screen off in order to see it. ....but it drives me nuts when light hits it.

So my question is: Can you claim any level of damage you want for one of your two "incidents" of front screen damage?

Sub-question: Do they fix YOUR phone, or do they just grab a refurb out of the back? If they grab a refurb, then my serial number from my box won't match the phone when I sell it down the road. Minor concern, but I just didn't want to claim a super minor incident and get a refurb phone. Not worth that until more screen damage occurs.

Thanks for any help, as always. Appreciate the forum so much.
 
Short answer, no. AppleCare+ covers accidental damage, but not scratches and/or dents/dings. You can only get a replacement if it interferes with the actual usage of the device. Little annoyances don't count.
 
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jamesryanbell said:
So you get 2 claims for front screen damage at $29 each if you purchased AppleCare+ for $199 for iPhone X, which I did purchase.

It appears that my wife's earrings scratched my phone's screen, enough to bother me - about 1.5" long. It's not awful, as you have to hold it under light with the screen off in order to see it. ....but it drives me nuts when light hits it.

So my question is: Can you claim any level of damage you want for one of your two "incidents" of front screen damage?

Sub-question: Do they fix YOUR phone, or do they just grab a refurb out of the back? If they grab a refurb, then my serial number from my box won't match the phone when I sell it down the road. Minor concern, but I just didn't want to claim a super minor incident and get a refurb phone. Not worth that until more screen damage occurs.

Thanks for any help, as always. Appreciate the forum so much.
Click to expand...
I wouldn’t worry about the serial numbers not matching you could just tell the buyer the truth that you bought and had to exchange for a new one and they don’t give you a new box and accessories when doing so.
 
Mlrollin91 said:
Short answer, no. AppleCare+ covers accidental damage, but not scratches and/or dents/dings. You can only get a replacement if it interferes with the actual usage of the device. Little annoyances don't count.
Click to expand...

They did a screen repair for me for the $29.00 with just a scratch. Why would they not do his? You bought the AppleCare+ so if you want to use the incidents, then use them.
 
I don't consider deep scratch across the screen cosmetic. It weakens the glass. Either way, I have been using AppleCare+ for years...I have gotten three bad scratches across the screen and have used incidents to have it repaired...once, they just gave me a refurb. Maybe it does depend on the rep you get, but if I ever get refused, I will argue the glass integrity issue. I'm pretty sure it will either be repaired or replaced. Thanks, though.
 
noobinator said:
I think it depends on the rep you get because the AC+ isn't for cosmetic issues.
Click to expand...
Yeah i agree but if the scratch is preventing tapping in that section then they will usually do it. techinically you can use a spiderweb cracked screen for a really long time with no issues and they will definitely fix that. yes crack vs scratch. I had a spiderweb crack in the corner and they fixed.
 
I have the same situation as the OP. But I have dropped my X several times in our entrance doorway where there was excess road salt and it resulted in several very noticeable scratches on the front of the phone that you really see when you the light hits it or if you shine a light directly on the screen.

I have AC+ and have been considering going to my local Apple Store to have them replace the front screen for $29. I do not want nor do I expect them to replace my device with a refurb.

Most of the replies seem to be divided in that, yes Apple will fix the screen, or per their T+C they will not. I suppose it's ultimately up to the rep that you get.
 
Last edited:
jamesryanbell said:
So you get 2 claims for front screen damage at $29 each if you purchased AppleCare+ for $199 for iPhone X, which I did purchase.

It appears that my wife's earrings scratched my phone's screen, enough to bother me - about 1.5" long. It's not awful, as you have to hold it under light with the screen off in order to see it. ....but it drives me nuts when light hits it.

So my question is: Can you claim any level of damage you want for one of your two "incidents" of front screen damage?

Sub-question: Do they fix YOUR phone, or do they just grab a refurb out of the back? If they grab a refurb, then my serial number from my box won't match the phone when I sell it down the road. Minor concern, but I just didn't want to claim a super minor incident and get a refurb phone. Not worth that until more screen damage occurs.

Thanks for any help, as always. Appreciate the forum so much.
Click to expand...
Personally I wouldn’t use one of my two incidents for such a slight scratch. May be annoying but more annoying will be a $300 bill if/when you really need a repair.

When my daughter broke the screen of her old phone (an iPhone 6), our local Apple Store simply replaced the screen - the phone otherwise was the same unit. No data was lost. Of course, all the other nicks and dings on the body of the phone remained. Completed in about 1 hr.

Meanwhile, my wife’s 6+, which ended up suffering from the “touch disease” that affected so many, was replaced with a refurb unit. The replacement was in pristine condition, however, and seems to be holding up well.
 
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nburwell said:
I have the same situation as the OP. But I have dropped my X several times in our entrance doorway where there was excess road salt and it resulted in several very noticeable scratches on the front of the phone that you really see when you the light hits it or if you shine a light directly on the screen.

I have AC+ and have been considering going to my local Apple Store to have them replace the front screen for $29. I do not want nor do I expect them to replace my device with a refurb.

Most of the replies seem to be divided in that, yes Apple will fix the screen, or per their T+C they will not. I suppose it's ultimately up to the rep that you get.
Click to expand...
Best suggestion maybe to go during down times like a Tuesday or Wednesday afternoon if you can get off work. That way their techs wont be overloaded.
 
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Just a follow up on this thread. I scheduled a Genius appointment this past Saturday to bring in my X to have the front screen replaced as it was scratched up from me dropping it several times. The Genius took in my phone without an issue. He did state that I'll have one incident left on AC+ which I told him I understood. But two hours later I had basically a new device after the screen was replaced.

I originally was hesitant to bring my X in since the damage was pretty minor compared to what I have seen people do to their iDevices, but the scratches bothered me enough that I just bit the bullet.
 
nburwell said:
Just a follow up on this thread. I scheduled a Genius appointment this past Saturday to bring in my X to have the front screen replaced as it was scratched up from me dropping it several times. The Genius took in my phone without an issue. He did state that I'll have one incident left on AC+ which I told him I understood. But two hours later I had basically a new device after the screen was replaced.

I originally was hesitant to bring my X in since the damage was pretty minor compared to what I have seen people do to their iDevices, but the scratches bothered me enough that I just bit the bullet.
Click to expand...
Why not put a screen protector on it?
 
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