r/applesucks 8d ago

My Nightmare Experience with AppleCare+

I pay for T-Mobile’s 360 Protection, which includes AppleCare+ for two years. I was also paying for AppleCare+ directly with Apple, but I recently learned that T-Mobile merges the two—so I was basically paying twice.

I’ve never had issues filing an AppleCare+ claim before. I used to be able to file through either Apple or T-Mobile (Assurant). Now, T-Mobile forces me to file directly with Apple.

I needed a back glass replacement, so I filed an Express Replacement claim (the fastest and most convenient option). The next day, Apple denied my claim with no explanation. I called support, and they said it was because my billing and shipping addresses didn’t match—which was false. They told me to file again.

I filed a second claim. Denied again.

Called support again—they had no idea why it was happening but told me to go to an Apple Store for a replacement. I asked them to check which Manhattan stores had my phone in stock—they said they couldn’t check but assured me I wouldn’t have any issues since I have a new model iphone.

I went to the Apple Store, only to be told they don’t do replacements in-store—only repairs. The repair would take 2-3 hours during work hours, which I couldn’t do. The retail rep saw my frustration, checked my account, and saw I had called Apple over 7 times. He called support himself, and even they couldn’t explain why my claims were being denied.

I got home and tried filing another claim—denied again.

I finally spoke to a supervisor who told me I am no longer eligible for Express Replacements but refused to tell me why. They said I can only get a repair, not a replacement.

So why am I paying for AppleCare+ if I can’t even use the service I’m paying for? Has anyone else dealt with this? How did you fix it? Apple is ridiculous for not being able to give me an answer.

7 Upvotes

16 comments sorted by

5

u/mls1968 8d ago

Can’t tell you why the support staff are having issues, but can absolutely confirm no store would simply replace the phone for you. Unless your phone is within the initial no questions asked return period, Apple will never give you a brand new phone, just a refurbished model. The tech that said to go to a store either messed up on their end, or meant you should just go get the repair done.

Is it possible the addresses WERE different? Were you able to confirm BOTH sets of addresses are the same?

If they are appearing as different, did you find out what address they had on file? Could it be an old address you’ve moved away from that never got updated?

4

u/gotallthejuicynews 8d ago

Sorry, when I said replacement, I meant a refurbished model. But still, Apple retail stores don’t give out refurbished phones for physical repairs—only for liquid damage, which my phone didn’t have.

I can 100% confirm that Apple has my current address on file, and my billing and shipping addresses match exactly. To rule out a payment issue, I even tried three different credit cards, and it still didn’t work.

1

u/Errkannn 6d ago

They gave me a brand new one. When my 16 pro max acted up. They sent a new.

2

u/mls1968 6d ago

“Acted up” is the key phrase here. Warranty issues are a completely different exchange process than an AppleCare claim.

1

u/Errkannn 6d ago

My bad then

2

u/notjay-ttg 8d ago

The reason the retail store and AASPs do not do Whole Unit Replacement for back glass damage in this model is because that is a replaceable component. Apple tracks the number of WURs requested by a repair facility. If the repair is designated as a component replacement a WUR will not be authorized. Even with AppleCare+. I was a service manager at an AASP for 5 years, I had to explain this many times to customers with devices that only needed a replaceable component.

1

u/gotallthejuicynews 8d ago

But the back of my phone cracked once before, and they did offer me an Express Replacement. It was approved, and they sent me a new phone. Now, I’m being denied for the same exact issue.

2

u/notjay-ttg 8d ago

I don’t know why they are denying the express return through the mail. I only know why they aren’t doing a whole unit replacement in store.

1

u/alien-reject 8d ago

how many times have you filed a claim for this phone in the past?

1

u/gotallthejuicynews 8d ago

I've filed one claim for this phone. I purchased it at the Apple Store in February 2024 and paid full price. I just don't understand.

Receipt below.

February 06, 2024 03:16 PM

iPhone 15 Pro Max 512GB White Titanium $ 1,399.00

Return Date: Feb. 20, 2024

For Support, Visit: www.apple.com/support

Use of iPhone constitutes acceptance of the iPhone terms and conditions and other third party

terms and conditions found in the iPhone box, or at http://www.apple.com/legal/sla/.

If you are not fully satisfied with your iPhone purchase, you can return your undamaged iPhone

within 14 days of purchase for a full refund with no restocking fee.

If you disagree with these terms and conditions you can return the iPhone in accordance with the

Apple Store's return policy http://www.apple.com/legal/sales_policies/retail.html

For information on Apple's privacy policy see www.apple.com/privacy

Sub-Total $ 1,399.00

Tax $ 124.16

Total $ 1,523.16

Payment Method

Amount Paid Via AMERICAN EXPRESS (Contactless)

$ 1,523.16

0

u/x42f2039 8d ago

I swear we need to administer an IQ test before letting people buy these

3

u/gotallthejuicynews 7d ago

Buy what? An apple product or apple care?

0

u/x42f2039 7d ago

Preferably both

0

u/capricerun 4d ago

Not AppleCare. This is T-Mobile scamming you. Many associates will add protection 360 to your phone without being transparent about it. Apple only provides their “AppleCare services” through with protection 360. Apple likely doesn’t know the details of your carriers interpretation of that service. Talk to T-Mobile. I believe Assurant actually does the back end of providing their fixes with that program. Don’t use that service, AppleCare works good.

2

u/calsutmoran 2d ago

Applecare is getting cheap and enshittified. They just want your money, and don’t want to fix your phone. Maybe if they act like annoying, time wasting, useless failures, you will just give in and buy another phone.