Conditions for submitting Apple equipment for warranty and post-warranty repairs. How does the Apple warranty work in Russia?

Every user of Apple devices knows that they are entitled to free warranty service for one year after purchase. However, taking into account the cost of the Apple company’s products, it would not be a bad idea to become more familiar with your rights regarding the return, exchange and repair of goods. It turns out that the Russian user is entitled to a free second year of Apple's official warranty, but with some nuances.

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In Russia, Apple may have three different ones at once, Not mutually exclusive warranty obligations relative to one device. The first is guaranteed by the Russian Federation Law on Consumer Rights, the second (Apple Limited Warranty) is voluntarily assumed by the company, and the third (AppleCare Protection Plan) can be additionally purchased by users. Now let's take a closer look at each of the obligations.

Law of the Russian Federation “On the Protection of Consumer Rights”

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 will void the warranty. Installed unlicensed software will void the warranty. The use of non-certified accessories will result in 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 Shops are shop-in-shop stores; they operate 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 warranty that includes a complete replacement of the device, the concept of a “worldwide warranty” ceases to apply 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.

The third quarter of the 2016 financial year was marked by a sales triumph according to the estimated results of Kantar Worldpanel Comtech. The Russians are not lagging behind in this regard, despite the economic situation.

The latest smartphone from Apple has once again pleased fans not only with its chic appearance, but also with its corresponding price. Therefore, many people are wondering about purchasing it without Rostest certification, which is significantly cheaper. , Canada or Japan. But any savings can sooner or later turn out differently. In the event of a breakdown, not all modifications will be accepted by domestic service centers. And if you or your friends often travel abroad, then it’s okay. But, if the device was purchased through the website or brought to order, then it is not advisable to send it back for repair.

Despite the development of online trading and its demand, do not rush to pay for the planned new product. This applies to cases where the company offering you favorable conditions is not an official Apple partner. You can check the authorization of the sales center (the right to sell original equipment) or service on apple.com.

You should also clarify the labeling of the modification, since the warranty in Russia does not apply to all models provided (as will be discussed below). The fact is that Apple released the 7th version of the iPhone to the market in several versions for different regions. Technically, there is no significant difference between them, so you can safely purchase devices outside of Russia.

Official Apple Warranty

Important! The official warranty for iPhone is a voluntary initiative of the manufacturer and has no direct relation to consumer rights law. In essence, it is an alternative or addition to the law existing in the Russian Federation. Thus, if the product does not meet the stated description or quality, the buyer has the right to choose either Apple's limited one-year warranty or the consumer protection law. Moreover, in the first case, you can send a faulty smartphone directly to the central office, bypassing the seller. This also applies to smartphones purchased from a third party.

Claims of violation of consumer rights are not covered by Apple's one-year warranty. Decisions on them are made by the seller on the basis of current legislation.

The warranty period provided by Apple includes one year from the date of manufacture plus ninety days, which are allotted for the distribution of products to retail outlets for their sale.

Authorized centers providing service services have full access to Apple data, and therefore can determine for themselves whether the device provided has an official warranty and what its final terms are. All other necessary information is indicated in the documents during the sale. Based on this, the right to service under warranty in authorized service centers is ensured by the presence of a receipt and a warranty card. If they are not there, then the repairs fall on the shoulders of the seller (within the framework of the relevant law) or the buyer.

iPhone 7 warranty in Russia

Based on information provided by Apple support specialists, servicing of the following models is provided under official conditions in the Russian Federation:

iPhone 7 (A1660)
iPhone 7 Plus (A1661)
iPhone 7 (A1778)
iPhone 7 Plus (A1784)

In the process of collecting information, it was discovered that not all intermediaries have reliable information. This also applies to the central support service. Therefore, if, if necessary, you submit one of the above models for warranty repairs, you will be refused - do not give up, but contact another service center.

Repair features

The warranty conditions for iPhone 7 for the above models, if purchased outside the Russian Federation, are almost no different from those certified in Russia.
An exchange for a new smartphone in the event of a breakdown (glass broke, stopped turning on, etc.) is subject to additional payment. In terms of price, the procedure can cost a third of the cost of the phone or even more. Plus - you will receive a new device with a guarantee.
Not all spare parts may be in the service center, so repairs and replacement of the entire phone are possible. This situation is common with glass, which means it makes sense to be more careful with the iPhone.
If you still decide to buy an iPhone 7 outside the state where you are a resident, then it is better to make a purchase at the Apple Store. Again, consider the list of models.
To replace or repair accessories from the purchased package that are manufactured by Apple, you should also contact a service center. The iPhone 7 warranty does not apply to devices from other manufacturers.
While the iPhone is under warranty, you should not contact unauthorized service centers. It is better to look for an opportunity to contact service centers in the country that supports the repair of your model. Which, in turn, does not exclude the need to pay for repairs if the breakdown is your fault. That is, for Russia, the most profitable option will still be to replace a damaged iPhone 7 with a new one with an additional payment.
In addition, an iPhone purchased abroad can be repaired at your own expense at an official service center.
Before contacting the service, do not forget to check the warranty period yourself using the serial number. This can be done on the Apple website.

The information above applies only to official iPhone 7; Chinese replicas are not accepted for service.

Many people buy an iPhone with the firm belief that they have purchased a reliable, glitch-free device that will serve them for at least several years. As a rule, such a belief does not last very long after the purchase :)

In general, it is not clear where the strong belief was formed that Apple technology is reliable and never breaks. It breaks and how! Any person involved in equipment repair, be it an official Apple service center or a small workshop, will confirm this to you. Yes, you can see this for yourself: queries like “iPhone replacement under warranty”, “iPhone is broken”, “ipad repair under warranty”, etc. are very popular in search engines.

iPhones have especially big problems with reliability. Just a couple of months have passed since, and a large number of their users have already managed to contact service centers with various kinds of problems and breakdowns: the screen is loose, focus cannot be achieved, a problem with the front camera, etc.

In this article, we will talk about whether you should have your iPhone or any other gadget replaced free of charge under warranty, whether Apple products are covered by an international warranty, and what kind of warranty repair problems you may encounter.

Features of the guarantee in the Russian Federation

Warranty service for Apple equipment in Russia has its own specifics. Namely, the technology must be purchased in Russia and have Rostest certification (PCT). In this case you can count on:

Warranty service for 12 months
Free replacement of iPhone (iPad, etc.) if problems are identified that are not the fault of the user

Therefore, if you bought an iPhone in Russia, then it is under the protection and warranty of Apple. If any problem arises with it within a year (the camera stops working, charging does not work, the screen blinks, etc.), feel free to take it to the official Apple warranty service center. In most cases, they will simply replace it with the same new one, since Apple does not produce original spare parts for its products for repair.

You can find the addresses of authorized Apple sales representatives and official service centers in your city on this page: https://locate.apple.com/ru/ru/

But if your iPhone has scratches on the case, chips or other damage caused by improper or careless use, then you will be denied a replacement device. There are other reasons for denial of warranty service.

Reasons for denial of warranty

If you installed unlicensed software on your iPhone or used uncertified accessories, this is grounds for denial of warranty.

And one more surprise: if you bought your Apple device in the USA or Europe, then you will almost certainly be denied warranty service in the Russian Federation! Why is that? What about Apple's international warranty?

As we already mentioned, the iPhone must have PCT certification. If it is not there, then according to Apple's terms Warranty service in the Russian Federation is not required. In very rare cases, however, service centers in Russia accept both American and European devices, but, we repeat, they are not obligated to do this, according to Apple’s terms of service.

How to find out the terms of the warranty

Even before contacting the service center, you can find out for yourself the specifics of the warranty for your device. First you need to know him personal serial number. For iPhone and iPad, go to “Settings” -> “General” -> “About this device”.

For Mac: Apple menu -> About This Mac -> Overview tab.

Now, knowing the serial number, go to a special page on the Apple website: https://checkcoverage.apple.com/ru/ru/

This is a page for checking the right to warranty service and service support in Russia. In the top window, enter the serial number, and just below - the code from the picture. Based on the results of the check, you will receive information about the warranty status:

If all three points are marked in green, then everything is in order - feel free to contact the nearest Apple service center. If the second item is marked in orange (the period has expired), then you will have to repair the device yourself; the warranty on it has expired.

The system will also inform you if your device was purchased outside the Russian Federation:

In this case, you will have to repair the device at your own expense. However, it wouldn’t be a bad idea to try visiting Apple service centers - it may well be that one of them will accept your iPhone, iPad or other “Apple gadget.” There are such stories from users on the Internet. But we repeat once again that this will be their own decision, they are not obliged to do so in this case.

Paid device replacement

Apple also has a service option such as paid warranty replacement. This option is suitable when the device has become unusable due to your fault: it was dropped from a great height, drowned in a river, sat on the screen, etc. You can exchange such a device for a new one with an additional payment.

But even here there are additional conditions: Your device should not have been repaired. Otherwise, you won't get a paid replacement.

Apple International Warranty

“Well, what about the international guarantee?” you ask. Isn’t its point that if you buy a device in any country, you can apply for warranty coverage in any other country in the world? In the case of Apple, this is not entirely true.

Apple's international warranty implies a complete replacement of the device if it is detected defect due to manufacturer's fault, for example, as was the case with the batteries of the iPhone 5. The same thing is now observed in relation to the iPhone 6 and iPhone Plus - their problem unit is the camera, which either moves out or stops focusing, etc.

In this case, you can contact any authorized Apple service center, regardless of which country you purchased your iPhone in, and they will replace it with a new one completely free of charge. However, in the case of the Russian Federation, again, not everything is so simple: most likely your iPhone without PCT will not be replaced, but will be sent to the USA, where they will decide on its future fate: either repair or replace.

Bottom line

iPhones, iPads, etc. Apple products break down no less often than products from other manufacturers. Therefore, the hope that you will receive a trouble-free device for several years in the form of an Apple Phone may remain nothing more than a hope. The great excitement around iPhones has led to the fact that control over their quality has become much lower in recent years, and there are much more devices that end up in service centers under warranty. Any employee of such a service center will confirm this to you.

Would you say that American iPhones are better in quality than Russian ones? This is far from true, there is no difference in quality - models for different countries differ only in the charger and documentation. Moreover, all Apple products are manufactured in China, and there are no people on the assembly line who would sort iPhones by country based on the quality of the final product: this good one will go to Europe and the USA, and this unsuccessful one will go to Russia :) But the difference is in the warranty conditions for There really is one in different countries, and that’s what we tried to talk about in this publication.

Having heard for the first time - worldwide iPhone warranty, I thought that an Apple iPhone purchased in any country, if a warranty case occurs, is subject to warranty repair or replacement with a new phone at absolutely any Apple representative office. But in reality, everything is a little more complicated; the worldwide warranty for Apple products is valid only in the stores of the company itself, but not as Apple resellers. Therefore, if you bought an iPhone outside the CIS countries, then a simple authorized Apple reseller located in your city usually denies the warranty (although there are exceptions).

Not knowing about such warranty features, some users buy an iPhone abroad, hoping that in case of a warranty case, all possible problems will be resolved at the official representative office of the reseller.

If you permanently reside in the CIS and there is no Apple service in your city, then it is better to buy an iPhone locally, but in this case you will have to rely on the guarantee of your cellular operator that sells iPhones. Look for reputable sellers with good reviews.

iPhone warranty period
The standard iPhone warranty is 1 year, and the iPad and iPod also have a standard limited warranty from Apple of 1 year. If desired, the warranty can be extended to two years; for this, Apple provides the opportunity to purchase the AppleCare Protection Plan extended service support program. If you decide to extend the warranty of your iMac or MacBook Pro, you can extend it up to 3 years. The cost of this package depends on the device and region of residence. Therefore, the cost of additional one-year warranty service may vary from $50 to $100.

How to Check Your iPhone's Warranty
When you bought your new iPhone, when you first start it, any user goes through the activation procedure; the Apple warranty begins from the moment the device is installed.

You can check the iPhone warranty on the official Apple website. Follow the link - Apple Warranty Support, enter and click the Continue button.

If you entered your serial number correctly, this service and support service will display your device model (iPhone phone or MacBook laptop) and warranty information.

Let's see what the system showed in our case. We see the model of our phone - Apple iPhone 4. In the column Technical support by telephone - the period has expired, apparently now a telephone call to the technical support service has become paid. It was free for 3 months from the moment of first activation.

Well, the right to service and repair is still valid until December 20, 2013, perhaps everything is correct, we performed the first launch and activation on December 20, 2012, that is, exactly 1 year ago from the end of the warranty period.

The ability to use an online warranty service check for Apple products can be useful to users who decide to purchase either a new or used iPhone, iPad or other Apple gadget.

The only thing that is not entirely clear is whether Apple’s worldwide warranty will apply after the iPhone has already been repaired under warranty from a local operator that officially sells Apple-branded phones?