iPhone + Warranty + Messed up screen = Free Replacement?

July 16, 2008 7:01 AM

iPhone still under warranty... screens acting crazy... what should I do?

I've had an iPhone since about March 2008. I am sort of clumsy compared to the average person, and the iPhone has hit the floor a few times but nothing too serious.

Tragedy struck though a couple weeks ago. The phone hadn't been dropped in several weeks, but the screen started acting funny. At first it just had 3 thin lines running down it on the left side. As each day went by, more and more lines started showing up. They move around, sometimes blocking the entire left quarter of the screen, sometimes showing parts that were previously covered up. There is a small ding on the side of the phone NOT showing the lines. As the glass is not broken, I firmly believe this is an issue unrelated to dropping and I want it covered by the warranty.

Anyways, I want it fixed and I really don't want to have to pay more per month for the new data plan if I replace it with the 3g version. What can I do/say to the Apple Store employees to get them to fix or replace my phone? I'm not above fudging the details if it can get the job done. I'm okay paying some money to get it repaired if necessary.

posted by ZackTM to technology (8 comments total)

As the glass is not broken, I firmly believe this is an issue unrelated to dropping and I want it covered by the warranty.

Just because the glass didn't break doesn't mean you dropping it repeatedly didn't screw it up. I'd avoid the high-and-mighty tone if you take it to an Apple Store.

I'm not above fudging the details if it can get the job done.

This is just a pretty way of saying, "I don't mind lying to get what I want," isn't it? Come on man, they didn't drop your iPhone. You did. Don't be like that. ;)

If you dropped it, and there are marks on the device, they will see it. No, you don't have to point out the fall damage, but don't start a scene if they spot it and decide to flag it as customer abuse.
posted by Mikey-San at 7:54 AM on July 16, 2008

I want to add:

Apple's been known to be cool about it, by the way. There's a good chance they'll just replace it for you, if it's not very severe damage and it doesn't come off like you're trying to pull one on them. If they do, don't forget it the next time you consider fudging the truth. ;)
posted by Mikey-San at 7:58 AM on July 16, 2008

"What can I do/say to the Apple Store employees to get them to fix or replace my phone?"

"Hi, my iPhone's screen seems to be screwed up, could you take a look at it?"
Despite your firm beliefs, the problem may well have been caused by rough treatment, but leave it to the Apple staff to respond; unless it looks really beaten up I can't see why they wouldn't fix it.
posted by malevolent at 8:32 AM on July 16, 2008

Just take it to an Apple store, you may have to schedule an appointment but they are pretty cool about just swapping stuff out. My Ipod had dents in it, DENTS, and they gave me a new one without a second glace.
posted by Max Power at 9:29 AM on July 16, 2008

my vote is for just saying your screen is screwed up and if asked about the dent, tell the truth.

you could always send your phone in with a hot 20-something and she can flirt with the genius... or send it in with a frail old lady who happened to bake a batch of soft delicious chocloate chip cookies that morning for the genius staff.
posted by hummercash at 10:16 AM on July 16, 2008

The ding doesn't sound like drop damage. Is there really any evidence of dropping? Maybe you didn't drop it, hm?
posted by rokusan at 11:22 AM on July 16, 2008

You could always send your phone in with a hot 20-something and she can flirt with the genius... or send it in with a frail old lady who happened to bake a batch of soft delicious chocloate chip cookies that morning for the genius staff. -- Hummercash.

I was sure that was going to end eponysterically... but not quite.
posted by rokusan at 11:23 AM on July 16, 2008

For the record, she took it to the Apple Store and they actually replaced the whole thing without much trouble at all! Definitely worth a shot to take it to Apple
posted by ZackTM at 11:21 AM on August 11, 2008