So, I dropped my phone and have got a crack on the screen. No biggie as I have AppleCare+.

As I have COVID, I thought I’d make use of their Express Replacement.

It states, “AppleCare+ for iPhone includes unlimited incidents of accidental damage protection. Each incident is subject to the excess fees listed below.”

And then states screen damage as £25. However, the customer service agent said it would be £79 for “other accidental damage”. I’ve politely said but the whole policy is for accidental damage thus ‘screen damage’ is most appropriate. ‘Other’ would likely be if I accidentally broke the charging port or something.

He pointed me towards a store instead but seems frustrating as I pay extra for this service.

What does everyone think? What am I overlooking?

For details: https://www.apple.com/uk/support/products/iphone/

Comments

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Grimlocklou t1_jegu3mk wrote on March 31, 2023 at 10:32 PM

You pay the screen replacement price if they only replace the screen. You’re paying the full 79 because you’re getting a replacement device by using Express replacement.

In that link you shared there’s a section that says “Express Replacement Service: we’ll send you a replacement device so you don’t have to wait for a repair3” so if you go down to footnote number three explains it. It’s also a link to https://support.apple.com/en-gb/iphone/repair/express-replacement that states this info, too.

awakenkraken OP t1_jeguat9 wrote on March 31, 2023 at 10:33 PM

Okay, gotcha! See that makes sense, why didn’t they just say that 😂

Grimlocklou t1_jegvs6a wrote on March 31, 2023 at 10:44 PM

Because that would make sense 😂

infinityandbeyond75 t1_jeguew7 wrote on March 31, 2023 at 10:34 PM

If you use the Express Service then they are replacing the whole device and so you’re charged the full replacement fee. You’re getting a new battery, new screen, new back glass, new housing, everything. If you go into the store they will replace just the screen for the lower price. It even states this in the link you provided.

How much will it cost?

If you have AppleCare+, you can replace your iPhone with an incident of accidental damage. You’ll pay the “other damage” AppleCare+ fee, as specified in the AppleCare+ Terms and Conditions.

ShaneReyno t1_jegt7sj wrote on March 31, 2023 at 10:25 PM

If they don’t charge something, half of the user base would purposefully damage their phones to get a different color.

awakenkraken OP t1_jegtdzu wrote on March 31, 2023 at 10:27 PM

Absolutely fine with them charging. But according to the URL it should be £25 not £79… that’s how I’m reading it anyways.

Fair-Frozen t1_jegtt80 wrote on March 31, 2023 at 10:30 PM

I agree with your line of thinking.