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Leaked Doc Shows How iPhone Service Eligibility Is Determined - Technology Markets - Heroslodge

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Leaked Doc Shows How iPhone Service Eligibility Is Determined by Noblex: 2:32 am On Sep 04, 2017

Leaked Doc Shows How iPhone Service Eligibility Is Determined

A recently leaked Apple document seen by Business Insider gives specific details with images on how Apple handles whether an iPhone is eligible for service or replacement.

The 22-page document seen by Business Insider was leaked to Dropbox and features details for Apple Store technicians and authorized service providers on determining when iPhones are eligible for warranty service, eligible for out-of-warranty service, or ineligible for service.

The report states the document is called the “Visual/Mechanical Inspection Guide” or VMI for short and is dated 3/3/2017. BI says that one Apple employee told the publication “We have one just like that for all of the products,” while another said VMIs are “something we use but, we don’t refer to it all that often, unless we get some oddball issue.”

There’s not much that’s too surprising about the details, but it’s very interesting to get a look at the internal document. At the bottom of the chart above, it is noteworthy that those with AppleCare+ can get service for iPhones with catastrophic damage, while iPhones without the extended warranty are ineligible.

Of course AppleCare+ also makes a portion of the eligible for out-of-warranty service issues above covered, but usually with a deductible.
The document also includes detailed steps and questions for technicians to ask customers when dealing with liquid-damaged iPhones.

Business Insider was told by an Apple retail employee that the VMI isn’t the last word on whether a repair is covered — at least unofficially. “There are always those one-off issues that the phone is technically not covered under warranty but we swap the phone anyways under warranty,” an Apple technician said.

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