Question about AppleCare+ and Defects

Submitted by deezscentednutz t3_zy3d1l in iphone

So let’s say, hypothetically, that you have dust on your iPhone camera lens (in the camera housing). Let’s also say that you’re still within the 60 days to purchase AppleCare+. Then let’s say you contact Apple support and are told by the agent that because your device has an issue (that being the dust in the lens) that your device is ineligible for AppleCare+, and so your device would not be replaced at an Apple Store.

Would that information be correct, or could the support agent be mistaken? This would be on an iPhone purchased about 1.5 months ago, and in perfect condition besides that dust in the lens. No drops, scratches, or any damage of any sort. Just a tiny little hair of [hypothetical] dust.

Thank you all for your support on this hypothetical situation that I’m totally just curious about.

1

Comments

You must log in or register to comment.

Bagranti t1_j23oi60 wrote

The agent is correct that if there is an issue with your device it should be fixed before AppleCare+ is added.

However, debris under the lens is a warrantable issue provided there’s no damage to the device. You can use your warranty to have your phone repaired. If this is an iPhone 12 or newer, it will not be replaced, it will be repaired. That is also true if you had AppleCare+.

Take it to an Apple Store, get it repaired, then add AppleCare+.

7

deezscentednutz OP t1_j23oqb9 wrote

What if AppleCare+ was already added? No damage in this hypothetical situation. In fact, if you took the screen protector and case off, you might think it was just pulled out of the retail packaging. You'd have to shine a bright flashlight into each lens to eventually find the tiny speck of dust sitting on one of the lenses.

1

Bagranti t1_j23ozmj wrote

Then you go get your phone repaired.

2

deezscentednutz OP t1_j23pcfd wrote

Gotcha. What a shame. I wonder if the phone would still retain the IP rating after this. It almost feels like I'd be "cracking its shell" if that makes sense. Although on the other hand, dust got in there already. I can't see how it would have gotten in unless it's not really air tight or it was in there from manufacturing. I'm not sure how it works so I really have no idea what I'm talking about.

2

Bagranti t1_j23qghd wrote

Yeah the phone should be dust resistant, so that there is dust inside is concerning and would make me think the phone has issues with ingress. Getting the repair completed should actually resolve that, since they replace the adhesive that gives it the IP rating. If this is an iPhone 14 or 14 Plus you could also ask them to reseal both the front and back glass during the repair. It’ll probably take a bit longer but they’d likely understand given dust has gotten in.

1

deezscentednutz OP t1_j23sa5h wrote

Unfortunately, it’s a 14 Pro Max in this hypothetical. I hear the back glass is a nightmare for the Pro models. Although it would make sense to point the cameras at sources of light and see if any picture degradation/artifacts creep up. See if this even affects the image output. Still, $1600 phone… shouldn’t have this issue. Ah well. I’ll google which camera is which so I can isolate the one that’s suspect.

1

deezscentednutz OP t1_j23pmeh wrote

By the way, are you an Apple employee? I looked at your posts and you seem extremely knowledgeable about all this. I used to fix phones, but that was years ago. IP ratings and companies sealing their phones came about as I was leaving that career field.

1

[deleted] t1_j23qtu5 wrote

[deleted]

2

deezscentednutz OP t1_j23rspm wrote

Ah, I getcha. I used to work for a major phone company doing repairs, and they made us learn to do iPhones, iPads, and MacBooks through Apple’s certification classes at the time. Otherwise Apple wouldn’t let us touch their devices. No NDA back then though. Then we got bought out by probably the biggest third party repair/insurance company at the moment. I left not long after since life got in my way. But it was a sweet gig. I learned a lot.

2

Ninja_Sushi_69 t1_j23lnv2 wrote

Umm i think they would just change the lens if u took it to a store and will charge u more than what ur actually paying for hypothetically

2

deezscentednutz OP t1_j23m8p4 wrote

What if you hypothetically purchased AppleCare+ after? Then went to the store. Would they pull up your old support chat logs or issue logs?

1

Ninja_Sushi_69 t1_j23mize wrote

If they dont know about ur cracked glass i guess

1

deezscentednutz OP t1_j23olyn wrote

There is no cracked glass in this hypothetical situation. It's literally in perfect condition, except if you shine a bright flashlight at one of the lenses, you notice a tiny speck of dust.

1

danyaylol t1_j28satv wrote

Just add it, don’t tell them, and then mention the debris. Yes, it’s “unethical” against trillion dollar company, according to some, but this is you saving hundreds of dollars.

2

jforsander t1_j2colls wrote

So many of these threads about AppleCare+ annoy me because they ignore the most important AppleCare+ benefit: Express Replacement.

With AppleCare+ for iPhone, you always have the right to request an Express Replacement in lieu of a Genius Bar repair or mail in repair. This applies both to accidental damage repairs (subject to a $99 deductible) or hardware defects (no deductible).

With Express Replacement, Apple sends you a new or "equivalent to new" iPhone and when you receive it you ship back your defective iPhone. Apple places a hold on your credit card equal to the value of the iPhone until they receive the defective iPhone back.

In my opinion, the only reason not to opt for Express Replacement is if you need a screen only and/or back glass only repair subject to the lower $29 deductible.

If you can't afford to have a repair hold equal to the value of your iPhone on your credit card for about a week, I'd argue that you really can't afford said iPhone in the first place.

Note: "Equivalent to new" replacement products from Apple are just that: Equivalent to new. Impossible to tell that they're not brand new unless you were told so. Don't believe anyone who says otherwise.

TLDR: Once the OP purchases AppleCare+ for their iPhone, they should reach out to Apple Support (I recommend over chat), describe their issue, then request for an Express Replacement.

1

Interesting-Dish8894 t1_j23n7qc wrote

Seems wrong to me

1

deezscentednutz OP t1_j23omo0 wrote

Elaborate please?

1

Sylvurphlame t1_j23rs8f wrote

It’s because starting of with “hypothetically” sometimes gives off those “asking for a friend vibes” or “I’m about to try something shady.” Not saying you are, but I got those vibes for a hot second too.

Edit: It’s like if you have dust under the camera glass and you didn’t actually do anything wrong, why is this “hypothetical.” Lol

Anyway, hope you can get your phone straightened out!

1

deezscentednutz OP t1_j23sotg wrote

Because hypothetically, it would suck to have just purchased AppleCare+ thinking it’s an immediate necessity, and literally seconds later get the news from the support agent that actually it’s maybe not valid or correct to purchase that first, therefore your thinking shifts to “uh oh, maybe my repair can be rejected now”.

0

Sylvurphlame t1_j23t0g4 wrote

> therefore your thinking shifts to “uh oh, maybe my repair can be rejected now”.

Not if it’s a legit manufacturer defect within the warranty period. They have to cover that anyway. Are you saying you already purchased AppleCare+ and you you regret it?

2

deezscentednutz OP t1_j23u7y2 wrote

No, I was going to buy it anyway. I was just nervous that it might mean nothing or they’d say “well you got AppleCare+ and spoke to a support agent the same day, clearly you’re trying to get one over on us.” But I don’t know how it works for defects.

The phone is barely 1.5 months old. I take extremely good care of it, and half the time I have a Pixel 7 Pro on my line instead, so it doesn’t get much use. Besides, the nature of my current job prohibits any electronics from being anywhere near our work area anyway.

I’d say the phone gets maybe 2-4 hours of use a day if that, and splitting my time with my P7P, you can see that it gets basically no real use at all. It sits in a drawer mostly, unfortunately. To paint a better picture, I have to charge it every 3-4 days. Maybe 2 if it’s getting heavier than normal usage…

1

Sylvurphlame t1_j23vnos wrote

> I was just nervous that it might mean nothing or they’d say “well you got AppleCare+ and spoke to a support agent the same day, clearly you’re trying to get one over on us.”

Nah. Dust inside the camera assembly with no other apparent structural damage is clearly manufacturer defect. In practicality, Apple sells on both volume and price point so they’ll likely just eat the cost as a surprise and delight unless it’s just blatantly obvious. And you didn’t actually do anything.

Just go in and tell them what’s up. “hey, I’ve had this phone a minute. Always been careful and it lives on its case. But I think I have dust inside the camera. This should be covered under warranty?” Bring your receipt or proof of purchase of you have it just in case, but this shouldn’t prove a hassle.

3

deezscentednutz OP t1_j23x2u7 wrote

Excellent. I went ahead and made an appointment. I’ll update this post with the outcome.

1

Sylvurphlame t1_j23rhrs wrote

Following the preceding comments and assuming you’re not trying to be shady about something (you’re coming across kinda cagey for simple “hypothetical) it sounds like you have a manufacturing defect.

If you’re the owner of the iPhone and it’s been purchased legit new, hence your within 60 days, then it seems you have a manufacturing defect. Take it in for a repair to Apple or any authorized place. They should reseal everything but I agree you should specifically state you want everything resealed, as it was an issue with dust ingress in the first place.

If you’re able to take it to a physical Apple Store, they’ll likely just hand you a new iPhone of the same series, size, color and capacity — if they have them in stock.

1

deezscentednutz OP t1_j23sv4y wrote

It would be amazing if they had the same model in stock, but back in late November/early December, stock was 1-2 months out iirc. 1TB 14PM in Deep Purple. Repairs get me nervous, but only because I had one catch fire (iPhone 4s a long long time ago lol) and with the exception of a 7 Plus years ago for work, I was on Android up until this model.

1

Sylvurphlame t1_j23t9b2 wrote

What they say online for delivery does not 1:1 reflect stock at any given store. It’s worth a shot to check in person if you live close enough to an Apple Store. I’ve had success for myself (walk-in purchase of a 5S in late September) and on behalf of my mom (warranty replacement on the spot) before.

1

deezscentednutz OP t1_j23uq7d wrote

I’ve got 2 or 3 Apple stores within reasonable distance. I’ll try and see what they can do. Hopefully I can book multiple appointments. I know years ago you couldn’t even be seen without one.

1

Sylvurphlame t1_j23v8fm wrote

It’s a good excuse to get yourself out for dinner and a movie. Go for it.

2

deezscentednutz OP t1_j23x98u wrote

Good point. I’ll probably use it as an excuse to get my girl some stuff and take her to a movie or dinner or something. We’ve been swamped at work so it’ll be good anyway.

1

Sylvurphlame t1_j23yngz wrote

Good call. Always find an excuse to do something fun with your SO. That’s one of the ways you build and maintain a good marriage (if you’re so inclined.)

2