Leaked Apple Document Outlines Apple's iPhone Repair Rules

A leaked Apple "Visual/Mechanical Inspection Guide" shared this afternoon by Business Insider provides some insight into how Apple's repair policies work, highlighting how Apple determines when to offer an in-warranty repair, an out-of-warranty repair, or a denial of service.

Dated March 3, 2017, the document is known internally as the "VMI" and covers the iPhone 6, 6s, and 7, along with Plus models. An Apple technician told Business Insider that there's a similar document for all of its products, and that it's generally used for training.

The guide is divided into three sections. The green section denotes problems where Apple will provide a warranty service, the yellow covers issues where Apple will offer out-of-warranty repairs, and the red section contains examples of issues Apple will refuse to fix.

iphoneserviceeligibility

Click to enlarge

Debris under the display glass, a pixel anomaly, FaceTime camera foam misalignment, and a single hairline crack to the front glass are all problems that Apple will fix under warranty, even if there's additional accidental or liquid damage to the device. These are the only issues that can be fixed automatically even with additional damage to a device.

Apple will provide out-of-warranty replacements for liquid damage confirmed by the user, evidence of corrosion, LCD fractures, camera damage from lasers, cracks at a point of impact, damaged Lightning/audio/microphone components, extreme abrasion or puncture holes, and a bent or split enclosure.

Devices that have user-replaced parts, intentional tampering or damage, non-Apple batteries, or catastrophic damage are not eligible for service at all. Enclosure damage, like scratches and scuffs, is not covered and cosmetic problems do not warrant a replacement or repair if there are no other issues.

Apple also has a special set of rules for water damage. Employees are instructed to look for signs of water damage both internally and externally when diagnosing issues, and if there is evidence of contact with water, employees are told to deny some in-warranty repairs and instead offer an out-of-warranty repair.

iphonewaterdamagerules

Click to enlarge

According to Apple employees, the VMI isn't often used unless there's an "oddball issue," and it's also more of a guide than a hard and fast rule when it comes to replacement, as there are many issues that arise that aren't covered here. "There are always those one-off issues that the phone is technically not covered under warranty but we swap the phone anyways under warranty," an Apple technician told Business Insider.

These rules don't apply to devices covered by AppleCare+, as that warranty entitles users to two device replacements or repairs, even for accidental damage, so long as the fee is covered. For out-of-warranty repairs, Apple charges $130 to $150 for screen repairs and $300 to $350 for other damage. With AppleCare+, a screen repair costs $29 and other damage costs $99 to fix.

Top Rated Comments

robeddie Avatar
44 months ago
My sense is that Apple uses this as a guideline, but tends more often than not to honor fixes under warrenty that could arguably not qualify if you went with this document as strictly as possible.

All in all, when it comes to covering fixes, Apple tends to be one of the best in the business.
Score: 35 Votes (Like | Disagree)
jpn Avatar
44 months ago
its really interesting to see this.
it confirms that apple is really doing a great job of trying to accept repairs in a fair manner.
Score: 14 Votes (Like | Disagree)
Menopause Avatar
44 months ago
Not an earth-shattering leak. :) This is a standard issue document (also called 'Visual/Mechanical Inspection (VMI)), available to download from Apple's online portal (GSX) for all Apple Technicians / Authorized Service Centers.

Source: responsible partly for putting the guide together.
Score: 12 Votes (Like | Disagree)
thedarkhalf Avatar
44 months ago
they wont fix that catastrophic iPhone that was hit by a grenade? lame...
Score: 11 Votes (Like | Disagree)
Blackstick Avatar
44 months ago
I was a Mac Genius for 7 years until '14. We never used the VMI much, veterans could do it by eye.
Score: 10 Votes (Like | Disagree)
rawweb Avatar
44 months ago

its really interesting to see this.
it confirms that apple is really doing a great job of trying to accept repairs in a fair manner.

I have this "foam misalignment" on my 6 plus. Wonder if I should take it in? o_O
Score: 8 Votes (Like | Disagree)

Top Stories

cook cbs this morning

CBS This Morning: Apple to Make 'Big Announcement' Tomorrow Morning

Tuesday January 12, 2021 8:46 am PST by
CBS This Morning today shared a short clip of an upcoming interview with Apple CEO Tim Cook in which addressing last week's events at the U.S. Capitol, with Cook saying "it's key that people be held accountable for it." Following the clip, Gayle King of CBS noted that the interview with Cook was not specifically arranged to address the current controversy over Parler and other repercussions, ...
ipad pro 2021 mysmartprice cad

Allegedly Leaked 2021 iPad Pro CAD Images Suggest Few Design Changes

Tuesday January 12, 2021 3:38 am PST by
Tech blogs 91mobile and MySmartPrice on Tuesday posted a series of allegedly leaked factory CAD images of Apple's upcoming fifth-generation 11-inch iPad Pro. Rumors suggest Apple plans to announce two new iPad Pro models in both 11-inch and 12.9-inch versions, and today's images offer perhaps the clearest indication yet that Apple's next-generation iPad Pros will have minimal, if any,...
prototype iphone 12 pro

Prototype iPhone 12 Pro Shown Off in Photos

Wednesday January 13, 2021 3:39 pm PST by
Developer Giulio Zompetti, who often shows off prototype versions of Apple devices, today highlighted a prototype version of the iPhone 12 Pro. The iPhone 12 Pro is running an operating system called SwitchBoard, a nonUI version of the iOS 14 update that Apple uses internally. We've seen SwitchBoard on prototype devices before, as Apple uses it to test new features. Zompetti's prototype...
find my app safari post

Safari Allows Users to Enable Hidden 'Items' Tab in 'Find My' App Ahead of AirTags Launch

Wednesday January 13, 2021 5:45 am PST by
As seen in screenshots obtained by MacRumors in 2019, Apple's long-rumored AirTags items trackers are expected to be managed through the Find My app on iPhone, iPad, and Mac. Now, any user can get an early look at this tab. MacRumors reader David Chu today alerted us that the hidden "Items" tab in the Find My app can be enabled on an iPhone or iPad by typing in the link findmy://items in...
iphone x camera close

iOS 14.4 Will Introduce Warning on iPhones With Non-Genuine Cameras

Thursday January 14, 2021 8:07 am PST by
In the second beta of iOS 14.4 seeded to developers and public testers this week, MacRumors contributor Steve Moser has discovered code indicating that Apple will be introducing a new warning on iPhones that have had their camera repaired or replaced with aftermarket components rather than genuine Apple components. "Unable to verify this iPhone has a genuine Apple camera," the message will...
mac anti reflective coating issue

Apple's Anti-Reflective Coating Repair Program Still in Effect for Some MacBooks With New Mail-In Policy

Tuesday January 12, 2021 10:07 am PST by
In an internal memo obtained by MacRumors, Apple recently informed its network of Apple Authorized Service Providers that mail-in repair is now required for Mac notebooks with anti-reflective coating issues in the United States. The new policy went into effect January 4, 2021 and means that customers who take an eligible 12-inch MacBook or MacBook Pro exhibiting this issue to an Apple...
pioneer carplay wc5700nex

The Best Apple-Related Accessories at CES 2021

Wednesday January 13, 2021 1:16 pm PST by
CES 2021 is taking place digitally this year, and it hasn't been as exciting as in past years because many vendors have opted out. That said, some companies are still showing off some interesting Apple-related accessories that are coming out this year and that will be of interest to Mac, iPad, and iPhone users. Subscribe to the MacRumors YouTube channel for more videos. Pioneer Wireless...
Hue module dimmer switch

Philips Hue Announces New Wall Switch Module, Dimmer Switch, and Outdoor Light Bar

Thursday January 14, 2021 3:11 am PST by
Philips Hue has announced a new wireless dimmer switch module that lets Hue bridge owners directly control the smart lighting from their standard wall switches. The new Philips Hue wall switch module is the ideal addition to any Philips Hue set up. Installed behind existing light switches, it allows users to turn their existing switch into a smart switch and ensures their smart lighting is...
whatsapp wallpapers 1

WhatsApp Affirms User Privacy Following Backlash Over Data Sharing With Facebook

Tuesday January 12, 2021 6:39 am PST by
Following backlash after changing its terms and privacy policy to consolidate a significant amount of data sharing with Facebook, WhatsApp is now assuring users about the privacy measures built into its app. Last week, WhatsApp began informing users of updates to the app's terms of service and privacy policy. The updated agreements, which users must consent to in order to continue using...
apple racial equity justice initiative propel center render 01132021

Apple Launches New Nationwide Racial Equity and Justice Initiative Projects

Wednesday January 13, 2021 4:08 am PST by
Apple today announced a set of new projects as part of its $100 million Racial Equity and Justice Initiative (REJI) to help dismantle systemic barriers to opportunity and combat injustices faced by communities of color. Rendering of the Propel Center The projects include the Propel Center, a global innovation and learning hub for Historically Black Colleges and Universities (HBCUs), an Apple ...