U.K. send-in experience so far.
I haven't posted on this forum for years but feel the need to because their customer service has gotten worse.
I requested to replace my iPhone 6 battery as the phone didn't give accurate battery percentage (battery percentage drains too fast then slows down when on a low percentage. I have tried recalibration many times).
I chose to use the send-in service as I don't live near an Apple Store. They sent a small box to send the phone to Czech Republic. It only took one day for them to receive it.
When they did, they put my the repair service on hold because apparently the LCD is damaged and asking to pay another £113 + tax to fix my phone or to return the phone back to me. My iPhone was in excellent condition with no external damage. I even left my tempered glass on when I sent it. The only image they posted was a bad quality photo of the back of my iPhone (aluminium back) which is odd.
I phoned Apple support on Friday night and they implied that my phone screen was already cracked already? wtf...
They couldn't even look into the repair case and told me they call me back the next day. The next day they didn't so I called them and they said that the repair team doesn't work weekends so they will call me back on Monday. Then the agent phoned me again saying that it would take another two working days to investigate.
So I am waiting until Wednesday for a call back from the repair team which is ridiculous as I am using an on iPhone 4S.
In hindsight don't use the send-in repair. It seems something fishy with their repair centre...
If you do, take photos of your phone or video of you packing the phone in the box to prove that the phone was in excellent condition.
I phoned them back today since they didn't call back as promised. The repair team in Czech Republic reported back to Apple Support that the LCD is broken and they won't do anything without me paying extra to replace the LCD... basically they don't trust customers. The screen either broke during transit or the employee broke my LCD while opening the phone and lying about it then passing on the charges onto me.
I tried hard to reason but in the end I just paid the £136 pounds to replace the screen...
Never again will I use Apple's Send-in program. Absolutely disgraceful.