iphone repairs

antijoke

antijoke

antijoke

Caporegime
Joined
28 Jan 2003
Posts
40,033
Location
England
What are apple like for repairs/replacements on phones? My iPhone 11 Pro has just died completely out of the blue, was using it, put down and then it came up with a black screen saying "support.apple.com/iphone/restore.

Tried connecting to iTunes to restore three times and it failed, said I need to factory reset, tried that twice and nothing cannot do that, contacted apple who said I need to go to a service centre and my question is what does this entail? It's 10 days out of warranty lol. It's not been dropped or anything it just died.

Any advice?
 
If it’s out of warranty, and in store the device generates error codes, it’s replaced for out of warranty fee, which for an 11 pro is £539.

If it was purchased from Apple and has 0 damage they will cover in the second year as well under consumer rights.
 
Alpherah said:
If it’s out of warranty, and in store the device generates error codes, it’s replaced for out of warranty fee, which for an 11 pro is £539.

If it was purchased from Apple and has 0 damage they will cover in the second year as well under consumer rights.
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**** me. It was bought from O2 on a contract upgrade. What do you mean by generates error codes?
 
I'm not sure how they will be with an 02 one, I bought mine direct and at 19 months it developed a faceid error, the faceid camera just stopped functioning. They did a few checks in store, verified it was hardware and replaced it for free in store. 1 year consumer and 1 year apple apparently on hardware.
I would book a genius appointment and take it to store.
 
peige said:
I'm not sure how they will be with an 02 one, I bought mine direct and at 19 months it developed a faceid error, the faceid camera just stopped functioning. They did a few checks in store, verified it was hardware and replaced it for free in store. 1 year consumer and 1 year apple apparently on hardware.
I would book a genius appointment and take it to store.
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I got onto Apple straight away and they've booked one for Saturday afternoon. Not gonna lie though, I feel sick about the thought of it being 10 days out of warranty and being asked to stump up £539 for a repair on something I haven't caused.

This is the screen its stuck on:

https://support.apple.com/en-us/HT201263

ios13-iphone-xs-restore-iphone.jpg
 
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antijoke said:
**** me. It was bought from O2 on a contract upgrade. What do you mean by generates error codes?
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iTunes (or Finder on Mac) - if the restore failed you’ll get “unknown error (xxxx)” with the X’s replaced by numbers.

Means a hardware failure usually.

Your best bet would be to complain to o2 and try to make a consumer law claim against them as Apple won’t be able to cover it, even a day out of warranty anymore
 
Alpherah said:
iTunes (or Finder on Mac) - if the restore failed you’ll get “unknown error (xxxx)” with the X’s replaced by numbers.

Means a hardware failure usually.

Your best bet would be to complain to o2 and try to make a consumer law claim against them as Apple won’t be able to cover it, even a day out of warranty anymore
Click to expand...

Yes, I get error code 9. Hardware failure? So it's knackered?

unknown.png
 
Update (cross posted from the IPhone 11 thread)


So my iPhone 11 Pro is dead. Turned off on Monday and when I picked it up showed the cable/laptop screen and showing a URL directing me to restore...fast forward to today and the genius bar say that error 9 is basically DOA and I need to speak to O3 who I got the phone from and make a consumer law complaint, speak to O2 and they didn’t know anything so are supposedly going to ring me tomorrow morning to discuss it further as they simply told me i have to speak with Apple, despite me getting a print out from him saying the handset isn’t repairable.

Oh great.
 
antijoke said:
Update (cross posted from the IPhone 11 thread)


So my iPhone 11 Pro is dead. Turned off on Monday and when I picked it up showed the cable/laptop screen and showing a URL directing me to restore...fast forward to today and the genius bar say that error 9 is basically DOA and I need to speak to O3 who I got the phone from and make a consumer law complaint, speak to O2 and they didn’t know anything so are supposedly going to ring me tomorrow morning to discuss it further as they simply told me i have to speak with Apple, despite me getting a print out from him saying the handset isn’t repairable.

Oh great.
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Did the technician even try to restore it? What store did you go to?
 
Alpherah said:
Did the technician even try to restore it? What store did you go to?
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Yes, he looked at it after I said it got error 9, tried to sort it in store and it gave the same error (9) there so he said it’s a component failure in the phone that makes it unrepairable, was the Solihull store. He did give me a print out advising this too.
 
Oh ok.
As long as they tried - as I said error 9 can be many things and not always hardware.

ultimately your only option is a consumer law claim.

call o2 complaints - state your making CL claim (not warranty) for the reasons you’ve discussed already.
Apple warranty is absolute now I’m afraid .. otherwise you just end up with warranty creep and a different experience depending which tech you visit
 
antijoke said:
Yes, he looked at it after I said it got error 9, tried to sort it in store and it gave the same error (9) there so he said it’s a component failure in the phone that makes it unrepairable, was the Solihull store. He did give me a print out advising this too.
Click to expand...

o2 should have replaced it there and then as long as there was no damage to it at all. That is if it's still in warranty.
 
Bouton Aide said:
:( Apple usually are ok about stuff like this as well.
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Aye but I think they're more forgiving if it was bought directly from them. I know I've had luck in the past which is why I prefer to buy direct rather than through a third party.
 
Bouton Aide said:
:( Apple usually are ok about stuff like this as well.
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Policy changed about 3 years ago.
One technicians 10 days became another’s 25 days

And was always awkward for customers to hear other technicians, resulting in “he’s out of warranty too but your going to cover his repair but why not mine?!” Etc
 
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