iPhone warranty service. Everything you didn’t know about the warranty for Apple products in the Russian Federation and abroad. How does this work

How long will it take?

How much will it cost?

Screen repair

Cracked iPhone screen can be replaced at one of Apple's authorized service centers.

All of these centers use genuine Apple parts and ultra-precise equipment to ensure your screen is as good as new after repair. Some centers provide same-day service.

Battery replacement

Apple's Limited Warranty covers batteries that fail as a result of a manufacturing defect, but not batteries that wear out through normal use. The cost of replacing a battery depends on iPhone models and whether the problem is covered by warranty or consumer protection law.

The specifics of the work of the global company Apple operates on the basic rule: in the event of a breakdown, do not repair phones, but replace them with new ones. Now, if the camera or glass is damaged, the client must contact the company’s offices in their city for support. Below we will tell you how to exchange an iPhone under warranty for a new one, and other nuances and subtleties of this procedure.

The primary task to solve this problem is to go to the official page of the company in the section maintenance. The main question that worries all lovers of apple products is how the return and warranty period works after applying and receiving a new phone model certified in Russia.

According to reviews from clients who have already successfully implemented this type services, many of them had their warranty expiring at the time of contact. An inscription was often displayed on the screen, which stated that now technical support by telephone is provided on a paid basis (in some cases it is necessary to apply the values ​​of the consumer protection law).

In view of this, it was decided to call and consult Apple specialists about the warranty extension period and also how to properly repair and restore the damage. Company representatives said that according to legal documentation, a person can seek help within a year after receiving a new phone. This is a definite advantage, since the service period under the owner’s warranty is reset and extended.

It is also worth carefully studying the amount of information presented on the official website, but just in case, double-check it every time by calling the operator at the support service.

If an accident occurs with a phone, many people have a pressing question: “If my iPhone is broken under warranty, where should I contact?” It's always worth contacting customer service representatives in your city, submitting a request and having it repaired or getting a new one.

You can also contact a specialist at any in a convenient way. Remember that all data on the device is necessarily re-saved, that is, it can be returned to new version phone. And further replacement is carried out absolutely free of charge and without extra charges.

To personal example To understand whether your phone is subject to warranty service and replacement with another, you need to look at the “Device Information” section. The serial number of your device must contain the following Latin assignments: q3-q9 qc, qd, qf, qg, qh, qj.

That is, let's consider the case in practice. If your phone needs an iPhone 7 plus glass replacement under warranty, there is no need to run to a dubious store to make a purchase or place an order through websites. You can just contact the nearest service center or the one where the purchase was previously made.

So, here you can replace the battery with a new one for free after providing the necessary set of documents prepared in advance. More detailed information We will discuss the above steps below.

The condition for completion is preliminary service check, if it is confirmed to be faulty under warranty, it is replaced free of charge.

You also need to extend the term of the new phone you received, which, according to the company’s rules, will be a year from the date of its receipt. And if we speak correctly, then confirm with the company employees the veracity of this fact.

If your phone incident is not covered by warranty, it is better to go and pay money to another service center to reduce the waiting period for mobile phone repair.
Application procedure

The general procedure for circulation can be divided into four stages:

1. After a breakdown, you must first carefully prepare all the necessary documents (otherwise the case at the customer support call center will not be considered successfully completed). At the same time, it is worth preparing the device for exchange for a new version. Before visiting an Apple Store, try to go through the steps below with your device turned off.

• creating a backup copy: for the safety and security of all data on your mobile device;
• ID password definition: phone repair in some cases requires complete removal all files and disabling Find My iPhone when using a passcode;
• availability of a sales receipt: if necessary, confirm the valid fact of purchase of a mobile device;
• availability of a government-issued document: to confirm identity: passport, driver’s license, etc.

1. Bring your phone to a valid and certified Apple service center (you can also contact your carrier). On the official website of the manufacturer, you can increase your chances of quickly fixing a broken phone: select the brand of your mobile device by clicking on the appropriate section. Next, you need to select a topic: physical damage, battery or cellular communication. When expanding the lower window about certain directions Apple repair iPhone shows common issues and quick solutions to resolve them. If the problem you stated is not presented on the website, it is worth requesting personal communication directly with a repair expert mobile technology complain about serviceability.

Then after some time a specialist will contact you in any way convenient for you ( email address, chats social networks etc.).

1. Waiting for Apple phone repair
2. If the device is delivered to the company’s service center, repairs may take no more than 7 days, according to the rules specified in the application.

Important! In some cases, errors in the operation of the device can be corrected on the same day, and the client receives a replacement phone.

1. If you relate mobile phone operator, then the timing issue should be discussed directly with the representative.

Required Documentation

To exchange telephone sets, the buyer should proceed as follows, submit the documents according to the list:

• serial number iPhone brand phone (you can see it on its box);
• personal serial phone number, which determines all the subtleties and nuances of the process;
• and most importantly, a password that will allow you to log into your personal account if necessary.

Features of the procedure

According to the resources of documents published on the pages of the global Internet, there are a number of requirements for defects mobile devices. That is, in order for the company to repair or replace the device, it must be “broken” in the correct way. So, the following phone models are subject to warranty service, as well as exchange for a new version:

• a narrow crack in the glass “without a cobweb”, which should be in the corner;
• manifested effect front camera, its displacement from the desired place;
• availability unnecessary elements under the screen or “broken” pixels (upon prior request from the user).

What to do if the client is really to blame?

Cases that qualify for non-warranty repairs include the following types:

• confirmed liquid ingress into the device by the user;
• corrosion of the device inside;
• serious mechanical deformation of the display;
• a crack from which many small cracks and other types of cracks radiate;
• the presence of garbage that is extracted in a complicated format;
• wiped surface of glass, button or case;
• removing the screen (the exception is a swollen battery, which is covered by the warranty);
• Your phone's speaker or microphone is very clogged.

Attention! Each case of liquid spillage on an Apple device is considered individually. Since some cases are not covered and repairs are paid for under warranty funds and are repaired for partial payment from the client (corrosion of the screen after liquid contact or personal confirmation from the owner of the phone about what happened). You can't keep your phone floating for a long time and then oblige the company to replace it with a new one.

If the iPhone user shows a dry phone without visible corrosion elements and the presence of a white or gray beacon, it is possible to remain under warranty. In the case of a red indicator, such a moment is impossible.

There may also be isolated cases when it is not fully paid for from warranty funds, but it is still changed to a new version. Handing over the phone in case of any error or malfunction is the direct responsibility of the client. The company’s employees themselves will determine the means to resolve the problem: they will clarify exactly how it broke, what can be done about it, whether it is necessary to buy another model or whether there is a possibility of issuing a new version, etc.

Attention! Please note that these rules do not apply to AppleCare+ members. For this reason, phones can be repaired or exchanged even if there is obvious mechanical damage.

Due to Apple's soft policy, they have virtually no cases where dissatisfied customers go to court. Usually the whole matter is resolved at the stage of implementing the coupon for contacting the guarantee center.

Remember that if you have iPhone malfunction Before the end of the warranty period, you can legally contact a service center or a specialized store. After providing a set of documents and drawing up a valid contract, you will be replaced with a new one.

Few device owners are interested in the warranty conditions for their gadgets. Some people initially consider this possibility a utopia, while others, on the contrary, have experience with warranty repairs, but only negative experience. However, in the case of Apple equipment, the warranty is not a myth, and it is still worth applying for warranty service. A much bigger myth is the stereotype that Apple gadgets don’t break: they break, of course! This is probably why the company provides not only warranty repairs for its devices, but also - don’t be surprised - their complete replacement.

Conditions under which an iPhone can be replaced under warranty

Indeed, if the device functions poorly (there are gaps, the camera does not work well, the network disappears, etc.), and this is not the owner’s fault, the iPhone can be exchanged for a new one without any problems. You may qualify for such a replacement if:

• you have been using the gadget for less than a year;
• it has never been repaired;
• carefully used (the phone has no mechanical damage, signs of flooding, etc.);
• There is no unlicensed software installed on the phone.
• The device has Russian certification.

As for the last point, the fact is that only equipment with PCT certification is covered under warranty service in our country. “American” iPhones are clearly deprived of the right to warranty service; the situation with “European” devices is not so simple: the service center can take them for service if it has its good will, but it is not obliged to do this.

Finding out whether your iPhone is covered by warranty is easy and simple: just find the “About this device” item in “Settings” and enter the serial number indicated there on the Apple website. In response, the system will inform you about the presence of a warranty and its duration, or about the reasons why it does not apply to your device, for example, if it was purchased outside of Russia.

Possibility of paid warranty replacement

Even if your gadget falls under these restrictions, say, its operation was far from careful and was accompanied by depressing falls, swims and other extreme adventures, you still have the opportunity to profitably exchange it for a new one for an additional fee. This service from Apple will help out in situations where the cost of repairs is comparable to the cost of a new device. The only requirement is that the gadget should not have been repaired before.

Should I keep the receipt for the purchased iPhone?

The peculiarity of Apple technology is that when purchasing any device with the Apple logo, you do not need either receipts or warranty cards for warranty service - you just need to know the serial number. However, it is still worth keeping the cash register receipt, since it serves as confirmation of the purchase and a compelling reason for a particular store to accept the device for service. In addition, you will need a receipt to unlock your iPhone if you accidentally forget your password, answers to verification questions, or the information you provided when you signed up for iCloud.

Speaking of checks: Apple devices By type of guarantee they belong to one of two groups. The first one is subject to the so-called receipt guarantee (iPad, iPod, Mac, and also Apple Watch and Apple TV), for the second - a guarantee from the moment of activation (iPhone). At the same time, not only the device itself, but also all its components are covered by the warranty, which means that junk headphones, for example, can also be easily replaced with new and working ones.

And yet main way To avoid problems with warranty service for Apple equipment - choose the right place of purchase. Only from a trusted seller will you purchase the most trouble-free device, reducing the number of possible “ weak points"before the manufacturing defect.

Apple is a serious player in the market that values ​​​​its reputation very much. The company strives to do everything to provide comfort to its customers. One of the most important points in its development strategy is strong user support.

According to the rules of the global guarantee prescribedApple, every owner of brand gadgets can count on receiving support and service for a year from the date of purchase of the device. During this period, you are guaranteed free service if any problems are detected.

The only exceptions are damage caused by improper handling (falls, getting wet, overheating or hypothermia of the device). It is precisely such damage that specialists who accept the device for service first pay attention to.

However, as for iPhones, special warranty rules are prescribed for them, and every self-respecting user should be familiar with them.

iPhones and warranty

iPhones belong to that special group of devices whose warranty begins not “on the receipt”, but upon the start of use. That is, it is the date of switching on and activation of the smartphone on the network (or on Apple servers), and not the date of purchase, that is the starting point for the warranty period.

Therefore, if you are purchasing an iPhone as a gift, you can safely postpone its delivery until the desired date, because... The grace period will not start ticking until the device registers on the network for the first time.

If suddenly any problems are discovered during operation, we advise you to immediately visit a certified center. What is needed to confirm the right to service?

By and large, receipts are not so important for Apple products - all information on the gadget is encrypted under its serial number. Russian realities rather oblige the storage of receipts, since many suppliers are not eager to service defective gadgets. Well, in case of loss (blocking, theft) of a smartphone, the presence of the original box and receipt will be strong evidence that you are its owner.

According to the unspoken rule, in addition to the receipt, you must also provide the original iPhone box. Therefore, until the one-year period from the date of sale has expired, do not throw it away under any circumstances! It is possible that if you come across a defective device, and this is proven after an examination, it will be replaced. And your iPhone in its original packaging will be recycled.

In addition, in this way the manufacturer will find out exactly where the “problematic” product was released, because The box contains all the information about the specific place of production of the smartphone.

There is also such a term as “ paid replacement" It provides for the possibility of replacing a hopelessly damaged iPhone for an additional fee. This program is used with the caveat that before this the smartphone should not be opened or subjected to repair work.

Therefore, if your iPhone is broken (drowned), the first thing you should do is go to an authorized center, and do not try to fix it yourself. In this case, you have a chance to purchase new gadget for just over half price, with a full guarantee. The only condition is that the old iPhone will have to be left in the SC.

Warranty periods after service

After repair work (or examination for defects), the user will be returned his (or a new) smartphone with accompanying documentation. And then a reasonable question arises: how will the warranty period be calculated now? The procedure for providing a guarantee is especially interesting in cases where you have exchanged a defective iPhone for another.

Here, what type of service the gadget received is of decisive importance. If you are given another smartphone instead of a defective one, the one-year warranty countdown starts anew from the moment of replacement (activation). If only some part was changed in the iPhone, then the primary warranty continues to apply - minus the time that the device spent under maintenance (and therefore was not used by the owner). Again, to confirm this fact, be sure to keep all documents about the manipulations performed!

You can find out all the details of the warranty for your device (including the activation date, expiration dates of the warranty, etc.) using a special Apple service. You just need to enter the serial number of the gadget into the window. However, as support representatives note, the information in this service may not be displayed correctly, because Factory-restored smartphones are often provided as replacements, and sometimes employees forget to “reset” the warranty information on them.

In this case, the main evidence confirming your right to a year of free service are documents from the service center that issued the replacement iPhone. So don't lose them!

Regional subtleties

Many have already heard that Apple has a “creative” approach to providing warranties for devices purchased outside of their place of residence. For a long time people who bought an iPhone in America, for example, were directed to seek service at the point of purchase. It is clear that all this red tape for the user is a waste of time and money. In a good way, there is no hidden profit for the company in this. The fact is that the “stuffing” of iPhones for different regions may differ due to different quality standards, communications, etc. So in your region of residence there may well be a real problem with the availability of the necessary components for a “foreign” iPhone.

Therefore, in order to protect yourself from such incidents, we recommend purchasing the following gadgets for use in the Russian Federation:
They are certified in Russia, and are definitely subject to free service under warranty. In all other cases, you need to look specifically at each device.

But there is also good news. It is more profitable to purchase iPhones in the Russian Federation due to the possibility of legally extending standard warranty periods, since our country has a minimum period of 2 years.
In this connection, the regional branch, Apple Rus, officially provides its interpretation of the standard one-year Apple warranty - in the context of the requirements of Russian legislation (namely, Article 19, paragraph 5 of the law on consumer protection).

Therefore, you can apply for free help not after a year, but after two. It is clear that only devices legally imported into the Russian Federation that have passed the PCT are subject to two-year maintenance.
So, at least in some ways, domestic legislation is still encouraging. And when contacting regional service centers, feel free to defend your rights!

Reasons for denial of service

Devices with obvious mechanical damage are not subject to warranty service: bent body, broken screen or buttonHome, "drowned people". If any software interference in the operation of the system is detected, the user will also be denied free service. Therefore, either remove the jailbreak and update to the latest one iOS versions, or repair your iPhone at your own expense.

Also free replacement All types of consumables are not eligible: protective anti-glare coatings, batteries, headsets, ports, etc. By the way, the brand new iPhone 7, if it loses its seal, will also not be replaced. The manufacturer honestly warns that over time the level of dust and water resistance will decrease, since the insulating gaskets (which are the same consumables) dry out, and, as a result, micropores appear at the joints.

After repair, be prepared for the fact that all your personal data, applications or settings will be erased. Therefore, before servicing, be sure to do a full backup copy on a computer (since a backup created over the air does not contain all the information). But all this can only be done if the iPhone is working. If not, you will have to negotiate with the service employees, perhaps they will help you reset valuable information from a non-working device.

Recently, there has been talk on the Internet about a two-year official Apple warranty in Russia. This is a myth. As always, someone heard something, did not understand it, but trumpeted false information to the whole world. It's time to figure out how long the warranty lasts for the iPhone in the Russian Federation and for other company devices.

Let's jump ahead a little.

The warranty on iPhone, iPad, Mac and Apple Watch in Russia is exactly one year from the date of purchase. It's official.

Journalists and bloggers who talk about just two years are mistaken. The only device with a two-year warranty is the Apple Watch Edition, the most expensive, made of gold and released back in 2015.

Now more details.

Three types of guarantee in Russia

First of all, let's figure out what kind of warranty applies to Apple equipment in Russia and what it means.

First, Apple shares a CCPA warranty, its own one-year limited warranty, and an AppleCare Protection Plan.

Separates, but does not limit the operation of laws Russian Federation. At least that's what the company claims.

Roughly speaking, by law we have 100% of the rights, within the Limited Warranty we have 120%, and with AppleCare we have all 300%. For the latter you will have to pay extra.

As part of Apple's Annual Limited Warranty, we have all the rights provided for by Russian law, but with nuances from the corporation itself.

For example, according to the law, the consumer has the right to choose what to do with a low-quality product: demand a refund, demand repairs, or replace the defective product.

If a claim regarding a low-quality iPhone is filed directly with Apple, the latter will decide what to do: repair the faulty device, replace it, or return the money paid.

Personally, I don’t quite understand how Apple believes that this is not limited by current legislation. Well, oh well.

In any case, most often the company or service centers simply replace the broken device with a new one. In any case, this is much better than gutting your old device, replacing the faulty part, and giving it back to you. Agree.

There is also a third type of guarantee - AppleCare, which must be purchased separately, and which costs quite a lot of money. We won’t talk about it today; we’ll limit ourselves to “free” service options.

Disadvantage and significant disadvantage

It's small but important digression. It is not directly related to our topic, but it will not be superfluous to understand it.

According to the law, any smartphone is a technically complex product (has touch screen, satellite communications and so on). Accordingly, you can exchange it or get a refund for it only within the first 15 days after purchase, but only if any defect has been identified. This could be, for example, a broken speaker, a stuck button, or something like that.

After 15 days after purchase, we have two options: either agree to repairs or wait until a significant defect is identified. The latter presupposes a newly identified defect after its elimination, the presence of various defects (two or more) or a defect that cannot be eliminated without losses incommensurate with the cost of the device. For example, a smartphone costs 50 thousand rubles. If you have to change motherboard, which costs 26 thousand rubles, then congratulations - this is a significant drawback. It can be expressed not only in money, but also in time. For example, it takes more than 45 days to eliminate such a defect for one reason or another. After this we can demand a refund. That's the only way.

In Russia, the warranty is 1 year

We figured out that in Russia there are several types of guarantees. At least, there are only two free ones: under the Consumer Protection Act and Apple’s One-Year Limited Warranty. The latter is one year and period. There is nothing more to discuss here.

But according to the law, we have a slightly different situation. I'll explain now.

During the one year warranty we can contact:

• Apple
• directly to the salon where we bought the device in white
• to an authorized service center

During the first year of the warranty, the warranty from the seller or the manufacturer will always apply - there is not much difference.

What to do if the marriage manifests itself after a year and a half?

Then the second year of warranty will apply, provided only by the law “On the Protection of Consumer Rights”. For the “second year of warranty by law” to take effect, three important components must be present simultaneously.

First- the product must have been guaranteed by the manufacturer or seller. If, for example, the iPhone was bought in Russia, in white, then there are no problems - the warranty will always be for a year, which means the first condition is met.

Second- if the gadget breaks down during the second year of use, the first warranty should expire by this time. It’s logical, but believe me, situations can be different. For example, the second year of use has already begun, but the seller’s warranty has not yet expired, since the device was being repaired, and accordingly, the warranty period is extended during the repair.

Third and most important— you will have to prove that the product is defective. Quality checks, examination - if you are deployed to an authorized service center (they really can), you will be required to carry out all these delights yourself and at your own expense. And only with an official piece of paper that there is a manufacturing defect in the smartphone will you be able to contact the service center, and the latter will be obliged to accept your product.

If the organization hesitates, you can always go to court and punish the negligent service with compensation for moral damages, a fine, penalties, and so on.

Why is everyone talking about year 2?

Firstly, Apple itself caused confusion by not very correctly posting this wording on its website.

Moreover, it is not clear what kind of “delivery” we are talking about there. The law has a clear concept - transfer of goods to the consumer, which in reality implies the date of purchase. And yes, sometimes the goods can be delivered to the consumer. Perhaps this was what was meant.

Secondly, knowing everything that I talked about above, authorized service centers meet the consumer and without any delay accept the defective product within the second year from the date of purchase. And this is where the myth came from that in Russia Apple equipment has a two-year warranty.

But one more time. Any service center has the right to accept the device for repair for the second year after the expiration of the main warranty, but is never obliged to do this. It's at his discretion.

Therefore, do not be surprised if some, even a triple-authorized service center, suddenly refuses you warranty repairs in the 15th month of using your smartphone. In this case, it will be you who will prove the existence of a marriage. Accordingly, you cannot demand examinations or quality checks - this is only at your own request and at your own expense.

Third year warranty. Does this happen?

Yes, this is not a mistake. In case of a defect, you can demand a refund even in the third year from the date of purchase.

You can make a claim regarding a defect in the device even within 3 years!

Few people know about this, but it is true.

Law “On Protection of Consumer Rights”, namely, Part 6 of Art. 19 gives us this opportunity. But this, of course, did not come without additional conditions.

First- the deficiency must be 100% significant. We have already discussed above what this means. Second— you will have to prove the presence of a significant deficiency yourself. Third- You can apply beyond two years from the date of purchase, but during the entire service life of the product. For Apple it is always 3 years. Hence the deadline for appeal. For example, if you bought a sofa, and its passport indicates a service life of 10 years, then you can contact us about its defectiveness two years after use, but within these same 10 years.

According to the logic of the law, at the end of the service life of a product, it must be thrown away. In fact, it is clear that no.

Personally, I had no practice in dealing with a deficiency beyond two years. Making a claim after the end of the warranty, but within two years - yes, but I haven’t tested the three-year period the hard way. Share known cases in the comments, interesting.

When does the warranty begin?

Another common misconception. Many people believe that the warranty begins to expire from the moment of activation. This is true, but only partly.

Activating the device (first time switching on and entering Apple data ID) is a call from the company itself that the device has begun to be used. For one reason or another, Apple may not have information about the sale of the device. In this case, the warranty will begin either from the activation date or from the date the device is shipped to the partner.

In reality official guarantee on an iPhone, iPad or other gadget begins to leak from the date of sale of the device and only if the product was purchased from an authorized partner of the company or directly from the online Apple Store (there are no physical stores in Russia).

If the site indicates a date different from the date of purchase from the officials, then the site has a special form through which you can contact the support service. You will need to present a copy of the receipt. Subsequently, the warranty start date will change to the current one. Read more.

Checks are different

On its website, Apple always refers to a sales receipt (not a cash receipt). In general, it is not of fundamental importance to contact the service center with a cash or sales receipt. However, in order to avoid problems and misunderstandings in the future, when purchasing an Apple device, it is better to ask the seller to issue, in addition to the cash register, a sales receipt. It won't be redundant.

By the way, there is another pitfall here.

If the seller did not give you a cash receipt, but immediately gave you a sales receipt, then, most likely, this device is not officially sold, and the money you transferred for it will not go to the cash register, but into the pocket of a specific seller. This is fraud, a criminal offense and all that, so you should always ask for a cashier's receipt, that is, a cash receipt. The merchandise is just an addition to the cash receipt.