BBB CASE#: 915875

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Complaint filed by: Theodore Kim     (More)
Complaint filed against: Apple Inc.     (More)
Complaint status:

Activity

Date
Activity
Description
10/25/2021 (This is only visible to you)
More info received from the consumer
 
***Document Attached***
915875 
06/18/2021 Case ADMINISTRATIVELY CLOSED  
06/18/2021 Inform Business - Case ADMINISTRATIVELY CLOSED  
06/18/2021 Inform Consumer Case Closed Answered  
06/18/2021 Bureau Judged Case AJR  
05/28/2021 Consumer rejects business' final offer 
(The consumer indicated he/she DID NOT accept the response from the business.)
The SIM tray was damaged while in the possession of Apple repair. This was admitted to by one of the Apple Store managers (Liz) at the San Francisco Union Square location. Please contact her to confirm. She refused to fix it even though it was broken by Apple. Now, this phone doesn't work at all. I need Apple to either fix the SIM tray, replace the phone, or issue a full refund. Again, this iPhone is still warranty.
 
05/27/2021 Send Business' Rebuttal Response to Consumer  
05/24/2021 Received Business' Rebuttal Response 
May 24, 2021



Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128

BBB Case #: NUMBER



Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

Should the damage have occurred while in Apple's possession, the device would have been repaired or replacement by Apple. No denial of repair would have occurred.

Apple's May 3, 2021, response to the Better Business Bureau remains unchanged.

Apple considers this matter closed.


Sincerely,

Apple Inc.
 
05/21/2021 Forward Consumer Rebuttal to Business  
05/18/2021 BBB Reviews Consumer Rebuttal to Business Response 
The damage to the SIM tray transpired while the iPhone was in Apple's possession and therefore Apple is responsible for the repair.
 
05/18/2021 ReOpen the Complaint  
05/17/2021 Case closed - ASSUMED RESOLVED  
05/17/2021 Inform Business - Case Closed ASSUMED RESOLVED  
05/17/2021 No Consumer Response- Assumed Resolved with Letter  
05/05/2021 Forward Business response to Consumer  
05/03/2021 Receive Business Response 
May 3, 2021



Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128

BBB Case #: 915875



Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html:

"WHAT IS COVERED BY THIS WARRANTY?
WHAT IS COVERED BY THIS WARRANTY?
Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded iPhone, iPad, iPod, Apple TV or HomePod hardware product and the Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."

"WHAT IS NOT COVERED BY THIS WARRANTY?
This Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (c) to damage caused by use with a third party component or product that does not meet the Apple Product's specifications (Apple Product specifications are available at www.apple.com under the technical specifications for each product and also available in stores); (d) to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause; (e) to damage caused by operating the Apple Product outside Apple's published guidelines; (f) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Apple or an Apple Authorized Service Provider ("AASP")"

"YOUR RESPONSIBILITIES
Important: Do not open the Apple Product. Opening the Apple Product may cause damage that is not covered by this Warranty. Only Apple or an AASP should perform service on this Apple Product."

The following Repair Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/terms/repair/generalservice/servicetermsen/:

"1. Services and Products.
1.8 Service Exclusions and Diagnostic Fee. Apple may charge you a diagnostic fee (including shipping charges) as described in the Country Variation table, below ("Diagnostic Fee"), if Apple inspects your product and determines that (i) your product does not require service, (ii) your product has failed due to or has incompatibilities with software or data residing or recorded on your product (iii) service is required due to the failure of parts that are neither supplied by Apple nor Apple-branded, (iii) additional labor or parts are required that were not specified in the original estimated charges and you do not agree to authorize service based on Apple's revised estimated charges, or (iv) service cannot be performed because the serial number has been altered, defaced or removed or the product has failed due to accident, abuse, liquid spill or submersion, neglect, misuse (including faulty installation, repair, or maintenance by anyone other than Apple or an Apple Authorized Service Provider), unauthorized modification, extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes ("Service Exclusions"). Apple will return your product to you without servicing it and may charge you the Diagnostic Fee."

Apple records confirm the customer's iPhone 12 Pro was purchased on October 30, 2020, and it is currently covered by the Apple One (1) Year Limited Warranty. On April 15, 2021, an evaluation of the iPhone by Apple revealed tampering which Apple does not attribute to a manufacturer's defect. This issue is the result of damage caused by service performed by anyone who is not a representative of Apple or an Apple Authorized Service Provider ("AASP"). As such, Apple declines the customer's request for a covered repair or replacement.

Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.

Apple considers this matter closed.


Sincerely,

Apple Inc.
 
04/26/2021 Notify Business of Dispute  
04/26/2021 Send Acknowledgement to Consumer  
04/23/2021 Case Reviewed by BBB  
04/23/2021 Case Received by BBB  
     (Less)
Case Description: Bought a new iPhone 12 at an authorized Apple dealer in Vietnam. After I returned to the US, the phone...     (More)
BBB Designated Category:  
Case opened date: 04/23/2021 
Case closed date: 06/18/2021 
Desired Resolution: Repair: Repair...     (More)

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More info received from the consumer (10/25/2021)