Question about Apple Warranty Following Repair / Replacement

DoctorCalculon on 10/05/2022 - 13:19
Last edited 10/05/2022 - 13:45 by 1 other user

I was just reading through the following comment with interest: https://www.ozbargain.com.au/comment/12108423/redir, and wanted to hear back from folks with deeper knowledge of the ACL literature on my interaction with Apple (National) Tech Support (aka Apple Care Phone Support):

30 June 2021 - Purchase Apple AirPods Max (MGYN3ZA/A) from Wireless1 (for a family member). I did not receive the product until mid-July 2021.
I noted later that warranty already stared on 22 June 2021 (https://checkcoverage.apple.com/au/en/?sn=XXXX). Apple Care phone support informed me that they can only restart the warranty to the date of purchase, and not the date of delivery. I didn't bother submitting paperwork for an extra 8 days of warranty.

30 December 2021 - After updating to the latest iOS and update the firmware on the device, it started playing up. It would randomly disconnect, and fail to reconnect until you reboot the device. Sometimes, it had to be hard reset every other day.

03 February 2021 - Booked a genius bar appointment at my local store. They examined the unit for any physical damage, and informed me they need to ship it off to an offsite repair facility, as they only repair Macs and iPhones on-site.

15 February 2021 - Device repaired. They replaced both drivers, and hence the device now has a new serial number. However, no one could tell me what was wrong with the original components. Anyway, before leaving I was told by the Apple Genius Bar member that the replacement comes with another 12 months warranty.

Upon checking the new serial number recently, I see that the warranty end date is still stuck at 22 June 2022. I contacted Apple Tech Support, and managed to get hold of someone from Sydney after passing through several Filipino call centre agents who were not able to assist. They were absolutely adamant that the warranty does not restart from the date of repair / pick up.

QUESTION: Should the warranty restart from the date of replacement once a device has been replaced due to a manufacturer's fault?

Electrical & Electronics Apple Headphones

Related Stores

Apple
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Comments

  • newjerseydamo on 10/05/2022 - 13:59

    Call the ACCC - they can tell you.

    • DoctorCalculon on 10/05/2022 - 14:00

      Still waiting for a callback from last week. :-)
      Will try again.

  • sjj89 on 10/05/2022 - 14:02
    +2

    You will receive 2 years of cover from date of purchase in Australia on those AirPods Max with Apple, with their extended ACL coverage that is not advertised.

    Source: former Apple store manager and also just had the exact issue with my AirPods Max and they were replaced outside of their 12 month warranty

    • Muzeeb on 10/05/2022 - 14:07

      Source: former Apple store manager

      An AMA would be awesome.

    • DoctorCalculon on 10/05/2022 - 14:41

      Source: former Apple store manager

      What you are telling me is along the same lines as what the Genius Bar staff member informed me when I was picking up my replacement back in February.

      Which begs the questions:

      1. Why would the warranty end date not update with the new serial number (of the replacement device)?
      2. Why would AppleCare (National) Tech Support members not be on the same page?

      Seems inconsistent, IMHO.

      • CrowReally on 10/05/2022 - 15:08
        +1

        In reply to #1, I think the logic is: you've bought headphones that "should work for 2 years". If you have a headphone problem 18 months in, they're 6 months short of your guarantee to have a working set of headphones for 2 years, so they repair/replace them to make sure you're getting the 2 year experience you paid for.

        That doesn't restart the clock and you now have another 2 year period on the new device. Otherwise you'd have the same issue in another 18 months and then so on towards headphones for infinity years (admittedly as long as the series of unboxing apple products videos on YouTube may appear to go for).

        But if they supply a separate warranty for their repair work "This will fix the headphones for 12 months", then yes, I agree you would be covered for the 12 months from that moment onwards. It sounds like a poorly documented system (or a re-imagining of the Ship of Theseus paradox)

      • sjj89 on 10/05/2022 - 15:08
        +2

        Warranty doesn’t reset to the date of replacement.
        It’s still initial purchase date.

        International AppleCare techs generally won’t promise ACL unless you are outside your general warranty but within the ACL warranty

        • DoctorCalculon on 10/05/2022 - 15:37
          +1

          International AppleCare techs generally won’t promise ACL unless you are outside your general warranty but within the ACL warranty

          Totally makes sense now. Thank you.

          If the replacement device was in the US before 22 June 2022, and it became faulty, I could have it repaired over there. However, not after that date as ACL would not apply over there. I believe this is what Apple means by their "limited warranty" cover.

          In Australia, I have another 12 months from the date of the repair / replacement job.

          Nonetheless, it isn't very well documented as pointed out by @CrowReally.

          It sounds like a poorly documented system (or a re-imagining of the Ship of Theseus paradox)

          • sjj89 on 10/05/2022 - 22:04

            @DoctorCalculon: Yes.

            But either way, Apple are generally pretty lax with their warranty and have a more customer focused approach than any other major consumer electronics company

  • unco on 10/05/2022 - 14:50

    Can't answer for sure about the warranty end date that shows on their website, but my experience with taking in my Airpods Pro to get looked at in March 2022, which had been replaced once under warranty already, they replaced it again and categorised it as consumer law repeat coverage on the work authorisation email.

    Maybe I got lucky.. not sure, but here's my journey with them so far.

    Purchased 5 Dec 2019
    Replaced under warranty 16 Nov 2020 - Warranty Status: In Warranty (LP)
    Replaced under warranty 13 Mar 2022 - Warranty Status: Consumer Law Repeat Coverage (CL)

    Currently when I try to do a serial lookup of my Airpods Pro, it just says purchase date not validated. But I assume they'll easily know the last replaced date and provide some kind of coverage if these ones fail again in the short term.

  • Drakesy on 10/05/2022 - 15:36

    If your car has a 7 year warranty and the engine blows up at 6 years 365 days then you get a new engine to see out the warranty period. You don't get an additional 7 years of cover.

    The only cases where it may be extended is if it's been unusable for a significant portion of the warranty period which in your case i wouldn't class as significant.

  • itsme56 on 10/05/2022 - 15:38
    -3

    You purchased from Wireless1 not Apple. Apple only has to warrant for 12 months as per their manufacturers warranty.
    Any Consumer Law claims would need to be taken up with the retailer directly, in this case Wireless1. You could argue with Wireless1 that these expensive headphones should last longer than 2 years as consumer law does not specify specific time frames, only what would be considered reasonable.
    Any work done by Apple directly, out of the 12 months from receipt date, is technically 'out of the kindness of their heart' as the saying goes.

    Any no, a replacement or repair does not reset a warranty period.
    Apple give 3 months, or the remaining timeframe of the original warranty, whichever is longer.

    • spackbace on 10/05/2022 - 15:43

      You purchased from Wireless1 not Apple. Apple only has to warrant for 12 months as per their manufacturers warranty.
      Any Consumer Law claims would need to be taken up with the retailer directly, in this case Wireless1. You could argue with Wireless1 that these expensive headphones should last longer than 2 years as consumer law does not specify specific time frames, only what would be considered reasonable.
      Any work done by Apple directly, out of the 12 months from receipt date, is technically 'out of the kindness of their heart' as the saying goes.

      So wrong…

      • itsme56 on 10/05/2022 - 15:53

        Who to claim a remedy from

        You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees, with the exception of availability of spare parts and repair facilities.

        The remedies you can seek from the retailer who sold you the product include a repair, replacement, or refund and in some cases compensation for damages and loss.

        The retailer can’t refuse to help you by sending you to the manufacturer or importer.

        https://www.accc.gov.au/consumers/consumer-rights-guarantees…

        • spackbace on 10/05/2022 - 16:10

          You are only entitled to recover costs from a manufacturer or importer, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss.

          Not only that, but all manufacturers are aware of acl these days and will sort things out

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