Warranty cases for iPhone. Apple World Warranty in Russia and its features

There was recently a conversation on my Twitter about warranty service for Apple equipment in Russia. Due to the specific nature of my employment, and I work with Apple equipment in a retail store, this topic is not uncommon. You will be surprised, but not all users know that if there is something wrong with the iPhone, Apple can exchange it for a new one. The display is loose, the front camera has moved out, there is no focus on the iPhone 6 Plus, there is no network on the iPhone 5s RFB - these are the most common reasons for exchanging Apple smartphones under warranty. But there is a nuance: the phone or tablet must have official certification in Russia.

There is a common misconception that Apple equipment does not break. It breaks. Quite often the cause of these breakdowns is a manufacturing defect. Let me note separately, and this is my personal observation, that the number of these breakdowns is constantly growing. This is probably due to growing production volumes. As my experience shows, iPhones are the ones that break most often. At the same time, it is worth understanding that they sell more than other Apple products. If your smartphone or tablet has been in use for less than a year, you have not repaired it and generally used it carefully, then the existing problem may be grounds for exchanging it for a new one.

Rostest

First of all, it’s worth clearing things up. Smartphones and equipment with PCT certification are covered under warranty service in Russia. A device purchased in the USA will be denied warranty service in Russia. If your iPhone was purchased in Russia, then you are under Apple’s protection and can count on a solution to the problems that arise. There is another category - “Europeans” or Eurotest. Devices purchased in Europe are not covered under warranty service under Apple's terms and conditions in Russia. The decision on warranty service is made by the service center to which the user contacts. There is no universal solution here. If your iPhone is a Euro test and a problem is discovered with it, contact, if possible, several certified service centers. There is a chance that some of them will accept your device for service.

It’s very easy to find out whether your gadget’s warranty is up to date. Each individual device has its own personal serial number. For iPhone or iPad, go to “Settings”, then “General”, “About this device”.

For Mac, Apple menu, About This Mac, Overview tab.

Please note that the serial number of the device and its box must be the same. If the symbols on the device and its box are different, I recommend returning it to the seller as soon as possible. They sold you either stolen or repaired equipment.

First, you need to make sure that your device has support in Russia. This can be done on a special page on the Apple website. Here you must enter the serial number of the device. If it falls under warranty, the system will indicate the duration of the current warranty period. If this period has expired, then you will have to fix the breakdown yourself - the warranty is no longer valid.

If your device was purchased outside of Russia, the system will notify you about this:

If your iPhone, iPad or other Apple gadget is still under warranty, was purchased in Russia or Europe, and there is some problem with it, then feel free to take it to the nearest service center.

All Apple equipment purchased in Russia in our country is covered by Apple's limited warranty for 12 months. It is called limited because the device cannot be returned under warranty if it has been exposed to moisture, has been repaired, or has been subjected to severe physical impact. Multiple dents, bent body or cracked glass will void the warranty. Sensors illuminated by moisture inside the device are a denial of warranty. Installed unlicensed software will void the warranty. The use of non-certified accessories is a denial of warranty.

There is another myth associated with Apple technology. Some users are convinced that “American” iPhones are better than “Russian” ones. Allegedly, Apple uses low-quality components for the Russian market, which ultimately results in frequent problems and defects. Of course this is not true. The production line of all smartphones and other Apple equipment is the same for all countries. They differ only in the included charger and set of documentation. It may differ for different countries.

Checks

Another special feature of Apple technology is that when purchasing any device with the Apple logo, neither receipts nor warranty cards are needed for warranty service. Apple uses personal device serial numbers for this. The peculiarity of retail trade in Russia is that you still need a receipt when buying an iPhone or other Apple gadget. Firstly, to confirm a purchase in a specific store. Not every reseller will undertake to service your device without presenting a purchase receipt. Secondly, there are times when even Apple may require you to provide a receipt confirming the purchase of the device. Suppose you forgot your Apple ID, password, answers to security questions, or, as often happens, you were not aware of the actions when you registered an account in iCloud. Only the top level of Apple security can unlink your iPhone from a locked Apple ID. To complete the application, you will be asked to send photographs of the device and the original purchase receipt to the specified email. This receipt is proof that this device belongs to you.

Apple divides its devices into two types of warranty: from the moment of activation and by receipt. The receipt warranty applies to iPad, iPod, Mac, Apple Watch, Apple TV. The guarantee from the moment of activation only works for iPhone. And I’ll tell you a secret: according to the consumer protection law, all components included with the device also have a warranty equal to the device. This means that if the headphones start to malfunction before the iPhone warranty expires, you need to contact the seller, he will solve the problem.

Paid replacement

Despite the fact that Apple is still delaying the opening of a full-fledged Apple Store in Russia, the company continues to meet the needs of Russian users. One of these steps is a paid warranty replacement. Paid replacement - the opportunity to get a new device to replace your broken, drowned or with any other problem. If you ran your iPhone over with a tank or launched it from the sixteenth floor, Apple will exchange it for a new one for an additional fee.

It often happens that it is not advisable to repair a device: Apple does not produce original spare parts, and using the services of dubious services is not the best solution. Fixing serious damage to a device may cost more than a paid replacement. In this case, paid replacement is the most suitable option. But there is one condition: your smartphone, tablet or other Apple device should not have been repaired before being sent to a service center for a paid replacement. Otherwise, the service center will simply refuse to replace your device with a new one, making a corresponding note in the warranty card.

Another common problem is cables. The original Lightning cable is expensive, but it guarantees stable operation of your device. In addition to Apple, there are many other manufacturers whose chargers are approved for use with Apple equipment. Among them are Belkin, Ozaki, Griffin, Incase, Mophie. As a rule, a high-quality Lightning cable costs at least 1000 rubles. But in any case, before buying a Lightning cable, you should decide on the manufacturer and check on their website the approximate cost of the charger. Let me remind you that if you buy a counterfeit Lightning cable, you risk losing the warranty on your iPhone, iPad or iPod.

Purchase

To avoid possible problems with Apple equipment, I first recommend that you decide on the place of purchase. Read user reviews of different stores, study the assortment, compare prices. Not everyone knows that Apple itself conducts trading activities in Russia only through its online store. There are no Apple retail stores in Moscow or any other city in our country. The Apple Shop, recently opened in Moscow's TSUM, is different from the Apple Store - a full-fledged Apple retail store. Apple Shop is a shop-in-shop format that operates in large shopping centers around the world. We have already written about .

Since I myself work in a store with Authorized Reseller status, I recommend choosing a seller that Apple knows about. Such a store must be either Authorized or Premium Reseller. A device purchased from one of these stores will have an official Apple warranty for a year and certification in Russia. These stores receive equipment from official Apple distributors, DiHouse, Marvel, Merlion and OCS Distribution. Some resellers, for example Svyaznoy or MVideo, receive equipment from Apple, bypassing distributors. But this is already an internal kitchen. Finding one of these stores in your city is easy. There is a page on the Apple website that helps you find the nearest authorized retailer or certified service center. All Apple equipment sold in such stores has Russian certification, and with it an official guarantee for a year.

International guarantee

Let's look at another common concept - international guarantee. When we talk about a full replacement warranty, the term "worldwide warranty" no longer applies to any Apple device. Authorized service centers do not repair problematic equipment: your iPhone or iPad is always replaced with new ones. The only exceptions are special repair programs. This happened with the batteries of the iPhone 5, with the iPhone 6, whose front camera moved out, the same thing happened with the iPhone 6 Plus - its main camera module stopped focusing. This decision by Apple is due to the number of problematic devices. Since the company is launching a program to replace components, it means that the number of problematic devices is so large that Apple is not able to replace them with new ones. In this case, the worldwide guarantee comes into force. If your device falls under one of these programs, then you can have your device repaired free of charge at an authorized service center. And it doesn’t matter in which country it was purchased. To clarify the model and the operation of the repair program for your device, you must again contact the Apple website or the company’s support. Russian-speaking specialists will answer all questions.

A user whose device was not purchased in Russia depends to a greater extent on the service center he contacts. Here, the decision on warranty service for your non-PCT device is made by the specialists of the SC. But if there is still hope with the “Europeans”, since some service centers also work with them, then the service center is unlikely to be able to accept the remaining devices under warranty. Authorized service centers throughout the country have the opportunity to send non-PCT equipment to the USA, where all warranty procedures will be completed with them. But you need to ask the service center specialists about this.

Main points:

1. Buy Apple equipment in Russia and from official resellers. iPhones break often. It's nice to receive a completely new gadget instead of a defective one without any hassle.

2. Use quality accessories. Chinese cables will lead your device to the grave and even official certification will not help it.

3. You can always exchange a broken phone for a new one at an additional cost. Paid replacement is the most convenient way to solve problems with Apple equipment.

4. Worldwide warranty is a common myth.

5. For answers to most questions, there is Russian-speaking Apple support - 88003335173.

Despite the high quality of Apple devices, you still need to know this.

Apple is passionate about the quality of its devices. An example of this is not only increased requirements for component suppliers, but also for the recall of products that have technical problems.

Of course, with the growing popularity of “apple” products, the number has increased. It’s understandable, more devices means more, and it’s more difficult to monitor the quality of incoming components and production processes.

And so, trouble happened - one or another device malfunctioned. First of all, need to decide does it come with a limited one year warranty or in case you purchased a package AppleCare- three years old.

This is quite simple to do - just go to this address and enter the serial number of the device for which you want to receive support.

1. Warranty has expired

Although this is sad, it is not critical - help is nearby! All you need is to choose a quality service with a good reputation. You can find an authorized service.

2. Warranty valid

First of all, we need to say hooray! We no longer “find ourselves” for extra money, however, there are some issues. Firstly, we already know that in the event of a breakdown of the warranty device, in accordance with the legislation of the Russian Federation, you have the right to replace the low-quality device or return the money paid for it.

Secondly, there are restrictions set by Apple for authorized service centers. We are talking about those cases in which you will be denied free warranty service, namely:

• damage resulting from accidents, abuse, misuse, contact with water, fire, earthquake or other external influences;
• Damage was caused by using the device in a manner inconsistent with the user manual, technical specifications, or other published guidelines from Apple;
• Damage resulted from service (including upgrades and extensions) performed outside an authorized service center;
• the serial number has been removed or damaged;
• the device is stolen.

Lifehack. Not many people know about this, but in accordance with the legislation in force in the European Union, the minimum acceptable warranty period for technically complex devices is 2 years. Thus, if your Rostest or Eurotest is broken, you have every right to free warranty repairs in any EU state. To do this, just apply to the Apple Store. In case of refusal, you have every right to defend your interests in court.

Moreover, according to Apple instructions, which are used by authorized service centers, the device will not be accepted for free warranty repair if it is not certified for use in Russia.

However actually not accepted only iPhone, as well as iPad, the latter starting with iPad 4.

This ban does not apply to the so-called “Eurotest” – that is, devices intended for sale in European countries.

Another interesting fact is how it is used in practice prohibition on unauthorized opening of devices. Due to the fact that authorized service centers have repeatedly recorded the presence of handprints inside brand new devices, this criterion is no longer a reason for denial of warranty. Thanks to our Chinese friends - apparently there aren't enough gloves for everyone.

As for the ground off bolts, erased notches and other traces of tampering, everything is the same as before - WARRANTY DISCLAIMED.

If your device does not fall within these restrictions, you have full rights to warranty service. All that remains to be done is to contact Apple support or directly to an authorized service center, which can be found.

Why contact support? There are several reasons. Firstly, specialists will be able to test your device remotely - perhaps this will resolve the problem.

Secondly, Apple has a concept of “do-it-yourself repair.” In this case, instead of the broken one, you will be sent another component and you can connect it yourself. Don’t worry, they definitely won’t give you a motherboard. DIY includes Magic Mouse, Apple Keyboard and other similar gadgets.

Third, if the support representative decides that the device needs to be sent to Apple, the company will send you already paid shipping invoices, and, if necessary, packaging materials. All that remains for you to do is to pack the problematic device and call a courier who will deliver it to Apple or an authorized service center.

Result of warranty service

With warranty service provided under a limited one-year warranty (or, as we already know, not quite an annual one), Apple can:

• repair the device using new or similar components;
• replace the device with a new one that uses new or used spare parts that are equivalent to new ones in terms of performance and reliability;
• – subject to the return of the gadget.

I hope you never need these tips, but it's worth knowing.

Apple's Worldwide Product Warranty commitment provides unconditional warranty coverage for any Apple branded product. In Russia, the global warranty from the American manufacturer began to work on January 1, 2014.

In this case, a cash receipt or other document confirming the fact of purchase is not required. ASC (authorized service centers) will accept Apple products purchased by you in any country in the world. But this does not mean that Cupertino residents do not exercise control over the service provided to their clients.

Innovations in Apple's warranty policy in Russia have been in effect for almost 2 years, but not many people know about their rules, so we decided to conduct a small educational program.

Apple Worldwide Warranty Rules in Russia

1. By default, the warranty period is considered to be 1 year from the date of purchase of the device, the fact of which is confirmed by relevant documents (cash receipt).
2. The right to provide warranty support and service belongs only to ASC.
3. ASC is obliged to accept for service and warranty repair not only the iPhone, but also any branded equipment of the company, even if it was purchased by you outside of Russia.
4. But, according to the updated rules, the category “WARRANTY APPLE EQUIPMENT IN RUSSIA” includes only those company products that are permitted for sale in the Russian Federation.
5. In order to find out whether your device has warranty status, you must enter the serial number of the equipment on the company’s technical support website at: selfsolve.apple.com
6. In special cases, in order to eliminate possible discrepancies, ASK employees may require you to provide them with a receipt confirming the purchase of equipment.

Which devices are covered by the warranty?

Users of Apple smartphones whose models and numbers correspond to those presented below can count on free repairs under warranty:

• iPhone 4, no. A1332
• iPhone 4S, no. A1387
• iPhone 5, no. A1429
• iPhone 5c, no. A1507
• iPhone 5s, no. A1457
• iPhone 6, No. A1586 and No. A1589
• iPhone 6 Plus, no. A1524

Regarding tablets, there are no problems here. Any iPad is covered under warranty service (regardless of where you purchased it), but on the condition that it has not yet celebrated its first birthday.

But with computers things are much more complicated. If you purchased this equipment outside the country, you will not have to rely on warranty status.

Warranty for Apple Watch owners

When applied to the Apple Watch, Apple's Worldwide Warranty demonstrates a truly high degree of respect for its customers. The previous rule: “Where you buy it, get it serviced” does not work in the case of “smart watches”! Whether you bought them in Australia or Panama, Russia or Brazil, get warranty service where it is convenient for you.

Within a few days you will receive a completely new watch if the problem is due to a manufacturing defect. And in the event of a malfunction due to the fault of the owner, the company will provide you with the only possible type of repair - an authorized replacement, but at a very reasonable price. The fact is that the Apple Watch, in many cases, is simply beyond repair.

AppleCare Protection Plan

This program extends free one-stop technical support and service from one year to three years. But registration of the plan is only possible during the initial one-year warranty period.

The plan applies to devices such as: iMac, Mac mini, MacBook, MacBook Air, 13-inch and 15-inch MacBook Pro with Retina display. Each item has its own warranty plan. The service program includes both software and hardware repairs, performed by the company’s specialists in all existing authorized centers.

In conclusion, I would like to say that no matter how high-tech the Apple technology is, it cannot be perfect either. And any owner may need to visit a service center.

Few device owners are interested in the warranty conditions for their gadgets. Some people initially consider this possibility a utopia, while others, on the contrary, have experience with warranty repairs, but only negative experience. However, in the case of Apple equipment, the warranty is not a myth, and it is still worth applying for warranty service. A much bigger myth is the stereotype that Apple gadgets don’t break: they break, of course! This is probably why the company provides not only warranty repairs for its devices, but also - don’t be surprised - their complete replacement.

Conditions under which an iPhone can be replaced under warranty

Indeed, if the device functions poorly (there are gaps, the camera does not work well, the network disappears, etc.), and this is not the owner’s fault, the iPhone can be exchanged for a new one without any problems. You may qualify for such a replacement if:

• you have been using the gadget for less than a year;
• it has never been repaired;
• carefully used (the phone has no mechanical damage, signs of flooding, etc.);
• There is no unlicensed software installed on the phone.
• The device has Russian certification.

As for the last point, the fact is that only equipment with PCT certification is covered under warranty service in our country. “American” iPhones are clearly deprived of the right to warranty service; the situation with “European” devices is not so simple: the service center can take them for service if it has its good will, but it is not obliged to do this.

Finding out whether your iPhone is covered by warranty is easy and simple: just find the “About this device” item in “Settings” and enter the serial number indicated there on the Apple website. In response, the system will inform you about the presence of a warranty and its duration, or about the reasons why it does not apply to your device, for example, if it was purchased outside of Russia.

Possibility of paid warranty replacement

Even if your gadget falls under these restrictions, say, its operation was far from careful and was accompanied by depressing falls, swims and other extreme adventures, you still have the opportunity to profitably exchange it for a new one for an additional fee. This service from Apple will help out in situations where the cost of repairs is comparable to the cost of a new device. The only requirement is that the gadget should not have been repaired before.

Should I keep the receipt for the purchased iPhone?

The peculiarity of Apple technology is that when purchasing any device with the Apple logo, you do not need either receipts or warranty cards for warranty service - you just need to know the serial number. Nevertheless, it is still worth keeping the cash register receipt, since it is this that serves as confirmation of the fact of purchase and a compelling argument for a particular store to accept the device for service. In addition, you will need a receipt to unlock your iPhone if you accidentally forget your password, answers to verification questions, or the information you provided when you signed up for iCloud.

Speaking of receipts: Apple devices fall into one of two groups according to the type of warranty. The first is covered by the so-called receipt guarantee (iPad, iPod, Mac, as well as Apple Watch and Apple TV fall under it), the second is guaranteed from the moment of activation (iPhone). At the same time, not only the device itself, but also all its components are covered by the warranty, which means that junk headphones, for example, can also be easily replaced with new and working ones.

Still, the main way to avoid problems with warranty service for Apple equipment is to choose the right place of purchase. Only from a trusted seller will you purchase the most trouble-free device possible, reducing the number of possible “weak points” to factory defects.

Few Russian citizens can afford such an expensive toy as an iPhone. But even people with good incomes do not intend to throw money away. If an expensive phone turns out to be of poor quality (and this happens), they are determined to either replace the device or return the money paid for the device.

The situation is even sadder when poor buyers, wanting to own a status item, take out a loan, after which it turns out that the phone does not work. Therefore, instructions on how to exchange a broken iPhone under warranty for a new device or get your money back will be useful to readers with different income levels.

Until April 2017, owners of a non-working iPhone under warranty had two alternatives. By contacting the service center, they could:

• demand a refund for a device that is broken;
• get a new mobile phone to replace a non-working gadget.

In the second option, receiving a new iPhone was conditional. The iPhone manufacturer honestly warned customers on its official Russian-language website that a low-quality device would be exchanged for a “functionally identical” product under warranty. The company did not promise that it had not been used by anyone before. In particular, components from other returned phones could have been used during warranty repairs. About, .

The situation has changed since spring. An elite mobile phone can now be repaired, as Apple has begun supplying original parts to Russia. Now a buyer who needs a fashionable device, and not money, has the right to choose what kind of request to contact the service center - for replacement or repair. Owners of failed iPhones 5 and 6 warn that centers are now more willing to repair them than replace them.

What to do if your iPhone is broken

Before deciding where to take the iPhone, the buyer needs to decide what to do. The owner of a non-working mobile phone must have a clear idea of ​​what he wants to achieve from the seller or manufacturer:

• return of a sum of money in exchange for a phone;
• replacing a defective iPhone with a new, working gadget;
• device repair.

The request for a refund for the iPhone should be submitted to whom it was paid, that is, to the seller. To request replacement or repair of the device, please contact the service center. Its employees have similar replacement phones and genuine, non-counterfeit parts that allow them to repair expensive equipment.

Experienced iPhone users advise: if the phone breaks down, it is more profitable for its owner to contact Apple support directly rather than to the service centers authorized by the corporation. This gives the buyer a number of advantages:

1. The department's specialists have the ability to test a non-working phone remotely. Sometimes the problem of its functioning is already solved at this stage.
2. The owner of the iPhone will be offered to carry out the repair themselves by sending a new part (instead of the “dead” one).
3. If your phone requires replacement or major repairs, shipping and packing costs will be covered by Corporation. The buyer will only have to call the courier.

When they refuse a free replacement

Free iPhone replacement is provided only under warranty. You can make sure that it is still valid on the manufacturer’s official website by entering the serial number of the device. Depending on the type of device purchased, the warranty period ranges from 1 to 3 years. Without a guarantee, even minor operations (for example, replacing the glass of an iPhone 7 plus) free of charge will become impossible.

However, there are a number of circumstances in which there is no point in handing over an iPhone under warranty, since the buyer will be denied free service, including the provision of a new device. This will happen in the following cases:

• the serial number is missing or damaged on the product;
• you hand over a stolen phone to a service center (even if the new owner has nothing to do with the theft);
• damage to the device occurred due to improper operation of the gadget or installation of unlicensed software;
• the phone failed as a result of natural disasters: flood, earthquake, fire;
• Traces of moisture were found in the device;
• you asked for a replacement after they tried to repair your mobile phone outside the service center.

Before you return your iPhone for replacement, you need to check whether this device is certified in Russia. Without this, the device cannot be replaced or repaired. If the phone has external defects (scratches, stains), a replacement will also be refused.

Start and extension of the warranty period

The warranty for most Apple products starts from the date of purchase. But an exception is made for iPhones: the start of the warranty period is the moment the gadget is activated.

If a faulty device has been replaced with a new one, then from the moment it is received, the warranty period begins to run again. That is, the buyer has at least another year to make sure that this time he has purchased high-quality equipment.

How to get money back without a receipt

The buyer has the right to return an iPhone that is under warranty to the seller. In this case, the store is obliged to pay the consumer by returning the full cost of the phone. If the return does not occur on the day of purchase, the citizen will have to write an application and present a civil passport (if a store employee requests it).

From time to time, conflict situations arise due to the buyer’s lack of a receipt. Without it, stores often refuse to accept expensive phones back. This position of employees is inappropriate for several reasons:

• the store maintains detailed documentation regarding the goods sold, and has the opportunity to check whether it really sold a low-quality iPhone;
• The Consumer Rights Act allows goods to be returned without a receipt (Article 18 and 25).

When returning an iPhone without a receipt, a citizen has the right to prove the fact of purchase with testimony. There are enough of them to start the procedure of exchanging goods for money. However, the buyer should not expect that the amount paid for the iPhone will be returned to him on the same day. Most likely, the seller will send the device for examination to make sure that the malfunction was not the fault of the owner.

A significant advantage of replacing an iPhone is that the buyer receives a new device with a nullified warranty period. However, service centers have strict requirements for returned phones. The buyer will not be able to return either “gray” or stolen equipment. But if the purchase was transparent, and the breakdown was not the fault of the owner, the consumer has a high chance of receiving a working gadget in return.