After-sales service for iPhone in Russia has always been Apple's Achilles heel in the Russian Federation - too many issues related to this are constantly arising from buyers of Apple smartphones. Over the years, the situation has improved somewhat, but so far, when buying an iPhone abroad, many are not sure that the device will be serviced in Russia. Together with Apple, we decided to dot all the "and".
Today we indicated that in addition to the A1778 model, which is officially delivered in the Russian Federation, in Russia it is also entitled to warranty service for the iPhone 7 of the A1660 model. Despite asserting this, some readers stubbornly said that the A1660 will not be repaired under warranty in Russia.
Since we are always attentive to your feedback, we decided to double-check the information - did something suddenly change, or did an Apple employee mislead us? We quickly contacted the consultant of the company, which confirmed the words of readers: A1660 is not serviced in Russia.
How is this so, if just a couple of weeks ago we were told the opposite? We could not leave this issue unresolved, since the consultant went forward and promised that a senior specialist would contact us to resolve the issue. After 5 minutes, the phone received a call - and not from somewhere, but from the city of Cork (Ireland), where the European office of Apple is located.
In the conversation, the senior specialist noted that the consultant with whom we just talked in the chat was incorrectly informed, therefore, she provided irrelevant information. In fact, the iPhone 7 A1660 will be serviced under warranty in Russian service centers along with the A1778. At the moment, even some Apple employees may have inaccurate information on this issue, what can we say about representatives of authorized service centers. Therefore, when readers called and found out in services, they were told that the guarantee for the A1660 in the Russian Federation does not apply. However, some still reported reliable information.
If they still give you false information about the iPhone warranty, feel free to show them / send a link to this article.
- Acceptance of equipment for servicing is carried out on the basis of an order-order issued by the Customer at the place, which indicates the serial number and type of equipment being sent for servicing, the telephone number and email address of the Customer, and all malfunctions of the equipment being handed over by the Customer and events preceding their appearance. The Service Center (SC) guarantees that the information about the Customer that is required for transfer to Apple when filling out a service request will not be transferred to third parties.
- The execution of the order-order expresses the unconditional agreement of the Customer with these rules, which are a public offer.
- When transferring the device to the SC, the Customer signs a printed copy of the order-order, which, in addition to the data indicated by him, also indicates the list of equipment accepted in the SC, the date of acceptance of the equipment in the SC and the employee who issued the order-outfit. The customer receives a saved receipt with the order number.
- All letters received by the SC by e-mail from the e-mail address indicated by the Customer in the order, will be considered signed by a simple electronic signature - electronic address (e-mail) and be legally binding within this order. All letters sent by e-mail to the e-mail address specified by the Customer in the application from the addresses of the SC will be considered a written notice.
- A preliminary visual inspection of the equipment is carried out in the presence of the Customer. All equipment is accepted without protective films / glass / covers. By signing the order, the Customer agrees that the equipment is accepted as being in use, with signs of use, and all malfunctions and internal damage that can be detected during the diagnosis occurred prior to the transfer of the equipment to the SC.
- SC is not responsible for the safety of information on the Customer’s media. The SC reserves the right to reset the password of the system administrator if the password is not provided by the Customer.
- The SC notifies about the status of the order by sending SMS messages (the sender is Apple Authorized) to the phone specified by the Customer in the order, or by sending messages to the email address (e-mail) specified by the Customer in the order. Notification dates are recorded in the SC database.
- Devices (iPod, iPad, Time Capsule, AirPort, as well as various accessories, chargers and batteries) are handed over to the SC until the end of the service. In exceptional cases, the Customer can pick up computers, laptops or displays from the SC for the waiting time for the parts, however, he undertakes to deliver them within 1 business day from the moment of the first notification of receipt of all necessary details (drawn up by an additional agreement). Otherwise, it is considered that the Customer refused the service. Items will be returned to the supplier’s warehouse, and the order will be closed.
Before putting your device into a warranty or post-warranty exchange, you need to untie your iCloud account on it
It is also necessary to keep all accessories (covers, headphones, covers and bumpers) with you.
- For any device transferred to the SC, in the event that a malfunction is recognized as warranty, warranty service (repair or replacement) can be performed without additional notice to the Customer.
- If the “Find My iPhone” function is not disabled for the device, then the device cannot be serviced.
- All work is carried out only in relation to the faults declared by the Customer and fixed in the order. If the case is recognized as non-warranty or if malfunctions are not specified in the order, all product maintenance work may be suspended until consent is received from the Customer for additional services and their cost is agreed; in other cases, malfunctions are eliminated without prior notice to the Customer.
- For free warranty service, a technician is accepted based on the rules of the Apple Limited Warranty and only if the warranty period is still valid. All other services are provided for a fee. The order of spare parts for paid repairs is carried out by mutual agreement between the SC and the Customer.
- The cost of diagnosing any device is paid according to the Price List, unless the malfunction is recognized as a warranty. The SC can also charge a fee for diagnostics if the malfunctions declared by the Customer are not confirmed (even if the device is recognized as warranty).
- The issue of the product from the SC is carried out only upon presentation of a safe receipt and an identity document. In the event that the Customer loses the security receipt, the SC is not liable to the owner for the issue of the product from the SO to the bearer of the security receipt. The product is issued from the SC without a safe receipt based on the application of the Customer upon presentation of a passport or other document proving his identity.
- The delivered equipment must be received by the Customer within 30 days from the date of notification of the Customer about the possibility of its receipt. For storage of equipment in the SC for more than 30 days, a fee is charged for each incomplete subsequent month according to the Price List. Equipment, in respect of which the Customer has lost interest, after 3 months is subject to disposal or sale at a residual value to cover the costs of the SC.
- The issuance of a technical report for submission to the organization that sold the equipment, or for submission to an insurance company, is carried out on a paid basis in accordance with the Price List.
I mentioned that with a guarantee on the devices brought here it will be tight, I didn’t take these words from the ceiling, but after consulting with knowledgeable people. In fact, the situation turned out to be more optimistic, one of the owners of the new smartphone broke the screen, contacted a certified service center, received help, wrote to me, and I began to find out the details. Literally a few hours later, Eldar wrote with the same question. In general, for clarification, I turned to the McCenter specialists (for which I thank them very much), I believe that the situation will be similar at all official points where Apple smartphones are being repaired. All certified points can be viewed. Material is built in FAQ format, questions and answers. If you have your own experience, write in the comments, and it may concern not only the iPhone 7, but also Apple smartphones in general - tell us about your experience of contacting the official service or how you fixed the device somewhere else (although I would not recommend it) .
1. First and foremost - at the moment there are no special restrictions on servicing devices sold outside the Russian Federation, so in case of any problems you can still contact the official service.
2. I bought an iPhone 7 in the USA or Europe, broke the screen, what should I do?
It's simple, the scheme is similar to other iPhones - come to the service and change to a new smartphone with a surcharge.
3. And how much will you have to pay extra?
You will have to pay extra about a third or a little more than the price of the device, it is better to know this before going to the service. But keep in mind, you still have a guarantee (a year for iPhone 7 purchased in Russia, three months for smartphones brought from other countries - as far as I know, this situation is still), and indeed, it’s nice to get a completely new smartphone. Alas, only glass has not been replaced in Russia yet.
4. I bought an iPhone 7 in the USA or Europe, and it stopped turning on, what should I do?
As usual, come to the official service for warranty repairs. That is, do not despair.
5. Is there any guarantee in Russia on iPhone 7 purchased in the US and Europe?
As before, there is a guarantee, but not for all models. Some iPhone 7 for the US market contains modules that are not certified for the Russian Federation, but such models are not serviced. There will be advice right there - if you are already buying an iPhone 7 in the USA or Europe, it is better to do this in the Apple Store so that the device is not tied to a particular operator.
6. What about Hong Kong?
You need to look specifically at each device - it's about the version of the iPhone 7.
7. Can I change EarPods, power supply, cable for iPhone purchased in the USA / Europe?
With a high degree of probability, yes, if EarPods with Lightning suddenly stopped working, you should go to the service.
I’ll add on my own, I know one person who managed to change worn original cases in the Apple Store - because they also have a guarantee.
8. Still, the most painful question is with glass - is it worth changing the screen in unauthorized services? And what should I do if I bought the device in the USA, but I broke the screen in Russia, where there is no guarantee?
I’ll add a little from myself, if you do this, you may lose the official guarantee. Plus, there are no original Apple glasses in Russia - let me remind you of an article about glasses for the iPhone 6 Plus.
As before, if you don’t want to change your iPhone to a new one with a surcharge, then if you go to Europe or the USA, you can go to the Apple Store and do it in the service. But there are nuances. Firstly, you need to know at least a little English. Secondly, the procedure must be followed. Thirdly, you need to make money, even if the device is under warranty. In my case, the process took three days, at two in the afternoon in Berlin went to the Apple Store on Kurfürstendamm, explained the problem, having stood a short queue, but it was not possible to make an appointment, all the slots were busy. The next day, there was time for two hours, recording a couple of days or a week did not work - recording only the next day. Okay, I'm recording. I arrive the next day on time. Took me late for an hour. Explained the problem again. "Genius" took the iPhone and went somewhere in the utility room, here you still need to break the screen so as not to damage the case, otherwise you can’t replace only this element. After returning, they told me that the operation is possible, he left the device, they told me the time when to pick it up the next day. He came the next day, defended the queue, took the smartphone, paid 109 euros (I already remember it for sure).
I heard that in some Apple Store they change the screen in an hour, right from the wheels, but better not count on it. Of course, it’s very cool to save by changing one element for 7,000 rubles, and not to pay a third of the price for a new device - but you need to be in Europe or the USA (or in Hong Kong), have time. You understand, far from everyone has such opportunities. Therefore, as I said before, I’ll say it now - even if I suddenly break the screen myself, I’ll just replace the device in the service with an extra charge. This is the most reliable and reliable way in Russia.
9. Is it possible to repair an iPhone 7 purchased in Europe or the USA in an official service in Russia for my money?
Yes, there is such an opportunity.
10. What are the risks of people buying an iPhone 7 in Europe or the USA - how can they find out about the lack of a global guarantee in Russia? Where is this information indicated?
To find out when buying, for each country there may be various restrictions on the software and warranty.
While these are all tips, we’ll add and fix something in the article over time and the appearance of a large number of reviews - send to [email protected] . Whether to buy a gray iPhone 7 or not is up to you, just consider the features of such devices in our realities. Naturally, all of the above is typical for the iPhone 7 Plus.
To summarize - if the iPhone 7 / 7Plus imported from another country has broken, it’s better to contact
Its products in the Russian Federation. Now, authorized service centers (ASC) must repair the "apple" gadgets, regardless of country of origin. The author shared his experience of contacting a service center regarding iPhone repair.
The story of the sudden death of my six-month-old iPhone, which happened on a long trip at the most inopportune moment, ended quite happily: within five days, the Moscow service center replaced me with a battery under warranty, and my favorite gadget continues to please me, as before. True, I had to worry. And the reason is that this iPhone was not purchased in Russia, but in the United States. Although when buying, the seller in the American Apple Store vowed to assure me that the product is covered by the worldwide warranty, I understood that it would be possible to check its promises only in case of a real breakdown of the device. And so it happened.
For starters, I googled on the Internet and doubted even more. Some wrote that in Russia warranty repair is possible only for products legally imported into the country and having a Rostest certificate. Others said that the legality of the product is checked by the serial number, and in this lottery you can not only win, but also lose. An employee asked me what model number is indicated on the back cover of the smartphone, and, to my joy, said that they are under warranty repair. Of course, it was pleasant to hear this, but since many of my brothers in misfortune would, in similar cases, be lost in conjecture and assume the worst, I asked for clarification of the picture of MakCenter General Director Dmitry Khavzhu.
According to him, for the iPhone in Russia at the moment there are two options for warranty repairs. One - this is essentially not a repair, but a replacement of the device: it can be performed only for models certified for Russia. This is iPhone 5 model A1429 GSM, iPhone 5C model A1507, iPhone 5S model A1457. Incidentally, I had an iPhone 4s model A1387, and apparently, I could not count on a replacement (unless, having traveled to the States). But component repairs made by replacing a failed module can be performed on all iPhone models that are under Apple's annual warranty. In this case, the warranty is extended for the duration of the product at the service center, and if component repair was carried out for money (not a warranty case), then the warranty for the replaced unit (battery, screen) is 3 months. If the malfunction is more serious, then non-warranty repairs are carried out by replacing the device and the new warranty period is calculated from the moment the service center receives the device. The warranty period for the replaced device is 1 year for devices shipped to the Russian Federation by official distributors, or 3 months. for devices purchased in other countries. And if my guarantee were void? When I received a refurbished smartphone, I asked how much the replacement battery cost for “mere mortals”? It turned out - 2450 rubles. About 15% of the cost of the phone.
Please note that after repair, the phone will return to you in its “primal” state: without applications and accumulated data, including contacts. Therefore, before visiting the service center you need to make a full backup. But in my case, it was not easy to implement, because iTunes did not see my iPhone when connected via USB. The solution was unexpected. Since the device worked when connected to the mains via the charger, I tried to create a backup in the iCloud cloud via the Wi-Fi wireless channel. Happened!
As far as I know, in our country there are many service centers for Apple products that are not authorized by the vendor. It is difficult to say under what conditions they provide services, but according to Dmitry Khavzhu, they usually send the devices to authorized centers in the Russian Federation or the USA for replacement or do component repairs themselves using random spare parts. He declined to comment on the quality of such repairs.
"Ignorance of the law is not an excuse" - Everyone heard this saying, but only a few learned to use it. And the flip side of the expression is rights, about which we know even less.
A simple example is that the Russian iPhone has a two-year warranty instead of one. Surprise, but it is a fact. And his need to use.
Two years warranty - a whim of our lawmakers
Apple gives one year warranty on the iPhone. This is the standard commitment period for the manufacturer, which he proposes to expand with the help of three-year AppleCare. This is indicated on the box of the smartphone, the official website of the company and so on.
But Russian law intervenes. Article 19, paragraph 5 of the Law on the Protection of Consumer Rights reports:
In cases where the warranty period stipulated by the contract is less than two years and the defects of the goods were discovered by the consumer after the warranty period, but within two years, the consumer has the right to present to the seller (manufacturer) the requirements provided for in article 18 of this Law if he proves that the defects of the goods arose before its transfer to the consumer or for reasons arising up to this point.
If you understand the confusing turns of text, the Russian iPhone two year warranty instead of one. And rejoicing is not early.
Apple confirms compliance with Russian laws
A manufacturer that ignores the Russian market due to its low solvency in many matters respects the country's legislation. Therefore, in the wilds of the official site of Apple hides a note about this.
The consumer has the right to free repair or replacement by the seller of goods that do not meet the conditions of sale, as well as to a discount or refund by the seller. These rights are valid for two years from the date of delivery of the goods.
In accordance with the Law of the Russian Federation “On Protection of Consumer Rights”, if the goods are defective or do not meet the conditions of sale, the consumer may optionally: (a) repair for free; (b) replace for free; (c) demand a reduction in price; or (d) withdraw from the contract by returning the product with full cost compensation. These rights are valid for two years from the date of delivery of the goods. The consumer can make a complaint to the seller or the authorized representative of the seller or manufacturer, although the latter does not have the authority to lower the price. If the product has an irreparable defect, the consumer may demand a free replacement or refuse the contract by returning the product in exchange for reimbursing its full cost to the importer of the goods in Russia.
In accordance with the Law of the Russian Federation “On Protection of Consumer Rights”, the burden of providing evidence of malfunction or non-compliance of the goods with the conditions of sale, as a rule, lies with the consumer.
Here, only the last paragraph bothers me. But more concerned is not theoretical, but practical side a question.
In real life, this can and should be used
We made sure that Apple complies with Russian laws before starting work on this note.
Two months ago, via readers, I was contacted by our reader Nikolai M., who shared a story about the free replacement of a smartphone after a problem with the speaker a year and a half after the purchase. A couple of days ago, Nikita T. reported it in the same way - he had problems with the iPhone screen.
And after calling the official Apple service centers and communicating with the company’s hotline, the question was sorted out.
Apple tech really required to serve two years under warranty. But the second is not undertaken by the manufacturer, but by the seller and service centers. This is indicated by the tablet from the company website.
It is a pity, in this case we are talking only about phones that are officially purchased - the gray market does not count. You are welcome.
