Apple Support Question

[BernDog]

I recently sent my iPhone 7 in to apple repair for what I believed to be an issue related to the repair program they announced last month about not getting any service. There was an extreme lack of transparency in the whole process. I only got updates telling me my phone was being repaired, my repair was complete, etc... Even when I got my phone back there was no more explanation of anything except that my phone had been repaired. No recognition of my request to be covered under the repair program being accepted, denied, or anything. I didn't know if I'd be charged for a repair or not.

It's finally come through on my credit card, and I was charged for the repair. I'd like to speak to someone to refute this, but I'm not allowed to access online support because my phone is no longer under warranty. They even ask for the repair case online, but when I enter that, I still get denied access to support. I can't get into a chat, and I can't get them to call me back because of this. Is there a more direct way to contact support to get this straightened out? It's not a new repair. It's more of a billing question.

I don't have an apple store anywhere near me, so I can't just go in and ask. That's why I originally set up the repair online and sent it in.

Any ideas?

[richorlin]

Did you try chat on the Apple support page?

[BernDog]

richorlin wrote:
Did you try chat on the Apple support page?

Yeah. Won't let me in because my phone is no longer under warranty. I'm on hold with 800-275-2273 now. Not sure how long that'll take, but I hop they can get me to someone who can answer my questions.

[C(-)ris]

The first clue that you were going to be charged was that you provided your credit card info. If they put it in as going to be covered under a repair extension they would have sent you the box without taking payment info and then called you in the unfortunate event of it not being covered.

Since they required a credit card to get it sent in, they put it in the system as a normal repair not covered under an extension.

[Ken Sp.]

For those playing at home-here is the Repair Extension Program https://www.apple.com/support/iphone-7-no-service/

[BernDog]

C(-)ris wrote:
The first clue that you were going to be charged was that you provided your credit card info. If they put it in as going to be covered under a repair extension they would have sent you the box without taking payment info and then called you in the unfortunate event of it not being covered.

Since they required a credit card to get it sent in, they put it in the system as a normal repair not covered under an extension.

Sounds like that's exactly right. Set it up through online chat, and it sounds like that person just did it wrong. Got a guy from customer relations who said it totally sounded like I should have been covered. Calling back tomorrow after he checks with the repair center. I was under the impression that everyone gave a CC, and then it either was or wasn't charged. He said the same thing as you.

I'm all good now.

[clay]

yeah, I had a similar experience a few years back, related to the iPhone 5 power button issue. They replaced the phone, never mentioned a charge, and then hit me with the charge. A call to support (or maybe a chat) pointed out the issue, and after they reviewed the chat logs, they issued a refund. At least they'll make it right, but the process for these things should be made more clear for the consumer.

[C(-)ris]

BernDog wrote:
[quote=C(-)ris]
The first clue that you were going to be charged was that you provided your credit card info. If they put it in as going to be covered under a repair extension they would have sent you the box without taking payment info and then called you in the unfortunate event of it not being covered.

Since they required a credit card to get it sent in, they put it in the system as a normal repair not covered under an extension.

Sounds like that's exactly right. Set it up through online chat, and it sounds like that person just did it wrong. Got a guy from customer relations who said it totally sounded like I should have been covered. Calling back tomorrow after he checks with the repair center. I was under the impression that everyone gave a CC, and then it either was or wasn't charged. He said the same thing as you.

I'm all good now.
Yep, never give them a card for something you think will be fixed for free. They don't need it. If they say they need a card, they are doing it wrong.