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  1. #11
    Member Beemer's Avatar
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    Default Re: Sent iPhone X for battery replacement, Apple say it's been modified and returned

    This is what I found when I googled authorised Apple repair agents near me.
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  2. #12
    Member Beemer's Avatar
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    Default Re: Sent iPhone X for battery replacement, Apple say it's been modified and returned

    Well, looks like I am pretty stuffed. Got this response from the repair agent:

    "I’m very sorry to hear that this is the result you have ended up with.

    I would have thought Apple would have contacted us to discuss the situation.

    Unfortunately since Apple have made this determination, we are unable to provide a battery replacement in store as we go through the same Apple system. Because this has been declined for the reasons they declared, we cannot take on any further repair of the device. We wouldn’t want to return the iPhone to the either based on the fact that there may indeed be charges from them and a further decline of service. The only way to proceed with repair will be if Apple agree to make an exception for this. We would need to see evidence of the exception registered against the serial number.

    My suggestion would be to contact Apple again. We are unable to proceed as it is a consumer issue but we are more than happy to speak with them and provide any additional information that they will need if they contact us.

    Also, did they give you any further details of the tampering that they have concluded has taken place?

    I have referred this to my team leader in case he has any further suggestions."

  3. #13
    Member Beemer's Avatar
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    Default Re: Sent iPhone X for battery replacement, Apple say it's been modified and returned

    I got a response from someone else at the repair agency:

    'I have just had a chat with Apple and managed to get them to escalate the issue, setting the expectation that the situation may not change.

    Escalation #: ...

    Apple reminded me of their policy on mail-in repair decline as quoted below:
    Can you tell me which part Apple is claiming has unauthorized modifications, or has been tampered?

    "For security reasons, we’re unable to provide specific information or photographs of the modifications. Apple keeps this type of information secure which is why the notes do not have specific details. If you don’t agree with or are uncertain about the determination, I can escalate the case to Apple for additional review. This will take 3 business days."

    Once I get a reply on this escalation, I will let you know of the outcome.'

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