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Apple Leaked Document Defines Practices to Establish When a Damaged Device Is Eligible for Warranty Repairs

If Apple's warranty-repaired device repair system seems like an absolute mystery with random results on different occasions, perhaps this document obtained by Business insider Help us get a little better idea of ​​logic behind the decisions of Apple experts.

The document of 22 pages, which apparently leaked to Dropbox and was captured by the publication before it was permanently deleted, dated March 3 this year and specifically refers to iPhones 6/6 Plus, 6s / 6s Plus and 7/7 Plus. It points out specific cases of malfunctions or static defects and points out how Apple Authorized Store or Service Center professionals should act in terms of warranty coverage.

Apple Genius Repair Guide

On the page above, the document states that debris under the front glass, as well as misaligned FaceTime cameras, are eligible for free warranty repair even if there is accidental damage. If the device in question has a consistent crack of only one “wire”, with no apparent point of impact meaning that the glass has broken by expansion or some other defect not caused by the user, it is also eligible for warranty repair.

Accidental damage, eligible for paid repairs, includes user-confirmed liquid damage, splintered or cracked point-of-impact screens, lightning or audio malfunctions, crooked or detached front-panel devices, and non-functional buttons due to falls. Devices that have different characteristics from those of the configuration code (for example, a gold iPhone with a silver iPhone code), devices with missing parts, non-original or catastrophic (i.e. totally destroyed) batteries are not eligible. to repairs at all.

Apple Genius Repair Guide

Another part of the document determines what employees should do if they suspect a device is damaged by liquid and the owner of the device denies the case. According to the guide, if the device shows no external signs of corrosion or infiltration, it must be opened and the liquid damage (LCI) indicators analyzed; If any of them indicate contact with water or if the device shows internal corrosion, warranty repair should be denied; otherwise, the employee must proceed with the service under warranty.

Apple Genius Repair Guide

An important and polymeric segment deals with cosmetic damage such as scratches, peeling paint, or wrinkles: Apple maintains its position of not considering this type of malfunctions worthy of warranty repairs; The guide makes it clear that if damage does not affect the operation of the appliance, repairs or replacements cannot be performed.

According to a Genius consulted by the Business insider, this is a document consulted only in rarer or harder to define cases; In general, procedures are already internalized by employees. According to the official, in some cases Apple advises that if there is no clear indication of damage caused by the user, the device should be replaced immediately which shows that the guide is not a set of definitive rules, but simply a definition of the outline. of procedure.

So the next time you go to an Apple store and you're denied warranty service, ask Genius to check the procedure book or not. Most likely he will not know what you are talking about. _ () _ /

via AppleInsider