AppleInsider has obtained a letter supposedly sent to Brazilian Apple Authorized Service Providers suggesting that new policies regarding iPhone and iPad repairs will begin soon.

Though the letter is taken out of context and has been roughly translated via Google Translate, it suggests that AASP's in Brazil will soon begin repairing broken iPad glass panels and performing more in-depth repairs on iPhones with details of that plan being sent in June 2013.

Brazilaasp

2. iPad Repair - We will soon begin to repair iPad glass. Further details will be sent next week.

3. iPhone Repair - The Changing Patterns of exchange for repair within AASP will be a reality, with details of the plan to be sent in June '13.

4. iPhone - In case of repair under warranty given independently of purchase, all iPhones should led to an AASP and not back to one carrier was bought.

A previous report suggested that Apple would be making changes to its global AppleCare system, including Apple Stores replacing more iPhone parts rather than replacing broken units with an entirely different device.

Top Rated Comments

ivanozerov Avatar
103 months ago
My Applecare covers 2 replacements for damage. I will accept nothing less.

Nope.

Your AppleCare Plus covers two service events due to accidental damage from handling, during both of which Apple is required to "...(i) repair the defect using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered iPhone with a replacement product that is new or equivalent to new in performance and reliability, and is at least functionally equivalent to the original product."

I read through the T&C when the rumor of new AppleCare came out and was interested to find that clause.
Score: 3 Votes (Like | Disagree)
bobbytallant Avatar
103 months ago
I wonder if Apple's emphasis on repairing existing devices rather than replacing them for new/refurbs, will mean there will be a greater range of out of warranty repair costs for customers?

For example the out of warranty cost in the UK for an iPhone 5 (regardless of what the reason for the iPhone being out of warranty) with the VAT is around £200, but surely Apple couldn't justify that amount if they are just replacing the screen/not the whole device. They might for example charge £100 for a screen replacement, whereas in the case of a water damaged iPhone (where the whole thing I assume would still need to be replaced), they would charge closer to £200.

In my experience Apple reps have always stated they replace rather than repair as they want to reduce the amount of time (or hassle) when the customer is without their working Apple product, and this together with the fact that you usually get a new/refurb device, in my exp has always been well received by customers (like me). So it really does depend if they can keep their repair times and the quality of their repairs up to scratch whether this will be successful IMO.

I think I read in the previous Macrumors report that they hope to save $1bn as a result of a future emphasis of repairing rather than replacing devices which is obviously a lot of money, but they are potentially staking a very significant part of their own customer satisfaction records/reputation - which in the past they have traded off.
Score: 2 Votes (Like | Disagree)

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