at that time, I didn't know about the accessibility access dept. It wasn't long after that when I found out.
These days, that is the first phone call I make after doing all the troubleshooting here at home. -eric On May 5, 2018, at 11:08 AM, Richard Turner wrote: > Have you ever started with Apple Accessibility when placing a claim? > > I worked with them on an iPad Mini that couldn’t maintain a connection to > Wi-Fi. After trying everything including going to an Apple store and having > them reinstall the operating system, it still wasn’t working correctly. > When I called Apple Accessibility again, he authorized a replacement for the > iPad Mini. > And, it was 3 months beyond the warrantee. > > I had one other claim on an iPod Touch 5th generation that wouldn’t hold a > charge properly and the store simply replaced it. Both of these things > happened a few years ago. > > > I haven’t needed it since. But, I think it was worth having it just in case. > > > > Now, I’ve not tried to have them replace a pair of earphones, so I can’t > speak to that specificly. > > > > Richard > > . > > > > > > > “The secret is not to make your music louder, but to make the world quieter.” > - Mitch Albom from The Magic Strings of Frankie Presto, page 1 > > From: [email protected] <[email protected]> On Behalf Of Alan > Lemly > Sent: Saturday, May 5, 2018 9:57 AM > To: VIPhone Email List <[email protected]> > Subject: AppleCare Plus Still Worth It? What's Your Experience? > > Hi List, > > I've always been a major proponent of purchasing AppleCare Plus when buying a > new iPhone. My reasoning is that these devices are not inexpensive and since > they are constantly being carried around, the opportunity for accidents or > physical wear and tear is fairly substantial. I'm starting to have second > thoughts after my last two experiences filing a warranty claim under > AppleCare Plus. > > I've posted on this list about an issue I'm having with my wired Apple > earpods and thanks to comments on this list was able to confirm that the > microphone on those earpods was starting to fail. I initiated over the phone > an AppleCare claim to get a replacement pair of earpods earlier this morning. > This was the second such claim for replacement earpods because the pair I'm > having replaced now were a replacement in January, 2018. My understanding is > that you qualify for two such earpod replacements under AppleCare Plus. I > can't tell you how frustrating it was to get this claim filed. The initial > person I spoke with had difficulty distinguishing my wired earpods from the > very expensive Airpods and had to be corrected when she set up the claim > incorrectly. She asked me to turn off Find my iPhone which I'm pretty sure is > unnecessary when doing a warranty claim on a $30 retail item. She ended up > putting me on hold for about 10 minutes at which point I terminated the call > and started over. The next guy I spoke with was a bit better but ended up > transferring me to a Senior Advisor for some reason. When the Senior Advisor > came on, she started talking about my Airpods claim. By this point, I was > getting pretty frustrated and again explained that this was a DIY claim for a > pair of $30 wired Earpods under my AppleCare, not for wireless Airpods. She > then came back and said the claim required a $30 shipping charge. I told her > she was incorrect and that the item cost $30 at retail with no shipping if I > purchased it new from Apple Online. She again came back an said she couldn't > waive the $30 shipping charge. I must admit that I was losing my patience by > this point but went on in a somewhat louder voice that the way these DIY > claims had always worked in the past was that Appple would take my credit > card info, send the replacement item, provide me with a return shipping label > that I could use with their turnaround envelope, and then credit me back the > hold on my credit card when I returned the defective item. I strongly > emphasized that I wondered if paying $130 for AppleCare Plus was worth it if > I had to pull teeth to file a couple of warranty claims for a $30 item that > probably cost Apple no more than $18. Finally, she said she did something > different and the claim was now showing correctly that a hold would be placed > on my credit card and cancelled when I returned the defective item and that > no shipping charge would apply. She was not able to answer me when I asked > her what she had done differently. It almost sounded as if she had refreshed > her screen or some such thing. > > After spending at least 45 minutes on the phone getting this claim filed, I > thought I'd write here to find out what others have experienced with > AppleCare claims. I've had great success in the past but the last two I've > filed for defective wired earpods replacement have not gone well. I don't > know if this is a trend with the support reps who are fielding these calls > but I thought I should ask the group. I try very hard to communicate clearly > to avoid confusion and I'm pretty sure the problem is with the listening on > the other end as opposed to what I'm saying on my end. Are others having good > experiences when talking with AppleCare folks on the phone? Is there a better > way to initiate one of these claims perhaps by using the Apple Support app or > online with a computer and a web browser? > > Thanks for reading my rant and for any comments you can supply. > > Alan Lemly > -- > The following information is important for all members of the V iPhone list. > > If you have any questions or concerns about the running of this list, or if > you feel that a member's post is inappropriate, please contact the owners or > moderators directly rather than posting on the list itself. > > Your V iPhone list moderator is Mark Taylor. Mark can be reached at: > [email protected]. Your list owner is Cara Quinn - you can reach Cara at > [email protected] > > The archives for this list can be searched at: > http://www.mail-archive.com/[email protected]/ > --- > You received this message because you are subscribed to the Google Groups > "VIPhone" group. > To unsubscribe from this group and stop receiving emails from it, send an > email [email protected]. > To post to this group, send email to [email protected]. > Visit this group at https://groups.google.com/group/viphone. > For more options, visit https://groups.google.com/d/optout. > > -- > The following information is important for all members of the V iPhone list. > > If you have any questions or concerns about the running of this list, or if > you feel that a member's post is inappropriate, please contact the owners or > moderators directly rather than posting on the list itself. > > Your V iPhone list moderator is Mark Taylor. Mark can be reached at: > [email protected]. Your list owner is Cara Quinn - you can reach Cara > [email protected] > > The archives for this list can be searched at: > http://www.mail-archive.com/[email protected]/ > --- > You received this message because you are subscribed to the Google Groups > "VIPhone" group. > To unsubscribe from this group and stop receiving emails from it, send an > email to [email protected]. > To post to this group, send email to [email protected]. > Visit this group at https://groups.google.com/group/viphone. > For more options, visit https://groups.google.com/d/optout. -- The following information is important for all members of the V iPhone list. If you have any questions or concerns about the running of this list, or if you feel that a member's post is inappropriate, please contact the owners or moderators directly rather than posting on the list itself. Your V iPhone list moderator is Mark Taylor. Mark can be reached at: [email protected]. Your list owner is Cara Quinn - you can reach Cara at [email protected] The archives for this list can be searched at: http://www.mail-archive.com/[email protected]/ --- You received this message because you are subscribed to the Google Groups "VIPhone" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at https://groups.google.com/group/viphone. For more options, visit https://groups.google.com/d/optout.
