Screen Replacement and Water Leak

Question

Level 1

6 points

Screen Replacement and Water Leak

Why doesn't Apple assume the responsibility of a defective repair of a screen replacement? I recently had my iPhone 13pro screen replaced using AppleCare at one of the authorized repair sites called Mobile Kangaroo. Two days later I had my phone sitting on the edge of the pool where it was getting wet from people getting in and out of the pool and picking it up and taking pictures. The next day I started having issues trying to get the face ID to unlock the phone. I then noticed that there was moisture in the front and back cameras. I took the phone back to Mobile Kangaroo and they opened it and said that they didn't see any issue with the screen replacement and that I would have to take it to Apple support. I took it to the Apple store and they refused to acknowledge that the screen replacement was the cause of the leak and charged me another Apple Care claim plus $100 for a new phone. Apple's stance on water leaks is basically if there is water present then it's not their fault because the customer must have gone beyond the water resistance specs to cause water to leak into the phone.

iPhone 13 Pro

Posted on Jun 29, 2022 11:13 AM

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Answer 1

Jun 29, 2022 12:08 PM in response to CCRUTCH2

You're the one who has to convince them it was the actual repair that was faulty. And yes, water damage immediately voids the warranty as stated in the warranty policy.

So unless you can make a compelling argument that the actual labor part of the service was faulty, they are going to treat it as any other water damaged device.

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Answer 2

Jun 29, 2022 1:57 PM in response to CCRUTCH2

See -> About splash, water, and dust resistance of iPhone 7 and later - Apple Support

”Splash, water, and dust resistance are not permanent conditions and resistance might decrease as a result of normal wear. Liquid damage is not covered under warranty, but you might have rights under consumer law.”

If you have AppleCare+ it would be repairable, for the deductible fee, using one of the accidental damage claims that AppleCare+ allows. Even with AppleCare+ water damage voids the extended warranty, but the 2 damage claims allow for replacement at a reduced out of warranty fee.

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Answer 3

y_p_w

Level 6

17,756 points

Jun 29, 2022 3:21 PM in response to CCRUTCH2

CCRUTCH2 wrote:

Liquid damage is covered under Apple Care and the Apple tech said the phone is water resistant.

It's covered as a case of accidental damage under AppleCare+ with the higher deductible. But liquid entry is not considered to be a defect that's covered without a deductible or under warranty, and only as one of the 2 cases per 12 month period. The integrity of the seals has never been guaranteed. Even diving watches have no warranty against water intrusion.

https://www.apple.com/legal/sales-support/applecare/applecareplus/2205/220606_applecareplus_us.pdf

If during the Plan Term you submit a valid claim by notifying Apple that the Covered Device has failed due to accidental damage from handling resulting from an unexpected and unintentional external event (such as, drops and damage caused by liquid contact) (“ADH”), Apple will, subject to your payment of the service fee described below, either (i) repair the defect using new parts or previously used Apple genuine parts that have been tested and pass Apple functional requirements, or (ii) exchange the Covered Device with a replacement product that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements. Each time you receive services for ADH is a “Service Event”

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Answer 4

KiltedTim

Level 10

221,538 points

Jun 29, 2022 12:17 PM in response to CCRUTCH2

Liquid damage isn’t covered by the warranty even on a phone that’s brand new out of the box. Why do you think it should be any different for the one you had repaired?

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