Apple Customer Support has fallen off a cliff in recent years and my latest experience with Apple is all the proof I need to know. I have a 3 month old iPhone XS ($999) which was not working correctly.
The face ID and touch screen was unreliable so I took it into Apple. The Genius took a look at the phone and said it would be a warranty replacement but he needed to send it off and then they would send a new or refurbished phone back to me in a couple days. I had a spare phone so the time did not bother me. Once Apple received the phone they sent an email stating that the warranty was void due to water damage and offered a replacement for $549.
The phone has come in contact with water but never anything that exceeded the IP68 rating so I was upset that the phone was damaged. I pled my case that the phone was in unblemished condition, not even a scratch, and had been well cared for and there was no signs of abuse or physical damage. It was possible that the waterproofing had failed or the screen had failed unrelated to the supposed water damage. Apple told me in no uncertain terms that there was no chance the phone would be covered under warranty and she said they had pictures of corrosion and the water sticker was red.
I declined the repairs and opted to receive my phone back in the condition it was in.
A day later I went to the Apple store to pick up my un-repaired phone and asked to see the pictures of the corrosion and red water sticker. I was told no, "we do not allow customers to see those pictures". What?! Really?!
Apple can deny warranty on a $1,000 device and we just have to take their word on it? I took my phone and left the store unable to do anything. I would also like to point out that the 4 customers ahead of me in line all suffered similar experiences from denied claims due to water damage. This seems to be a trend.
The Employee looked beat down and not happy to be there. I don't think I told him anything he had not already heard a dozen times that day.
Reason of review: Warranty issue.
Monetary Loss: $1000.
Preferred solution: Let the company propose a solution.
Apple Pros: Great products.
Apple Cons: No customer appreciation.
Location: 15900 La Cantera Pkwy, San Antonio, TX 78256