‘Make it make sense’: Man says Apple Store wouldn’t replace his broken iPhone because the front wasn’t cracked. So he throws it on the pavement outside
Jack (@Jack.shop21), a TikTok creator, went into the Apple store with a broken iPhone, hoping to get it repaired.
“I go in, I want to replace my iPhone 14 Pro, right?” Jack begins. “[The Apple store employee] looks at my phone and she’s like, ‘Because the front of your phone isn’t cracked… we can’t replace it, we can only repair it.'”
Jack then asked the employee if he could crack his phone on the pavement to get it repaired. The employee responded, “Technically, I didn’t hear that, but yeah.”
Because of Apple Care’s policies, Jack proceeded to smash his iPhone on the curb. This was as a means of shattering its front screen. He then brought the phone inside to get it replaced, which the employee accepted.
The poster incredulously added, “make it make sense,” to close off his video. Jack uploaded the video on Snapchat, adding a caption saying, “Apple made me break my iPhone.” He then reposted the video to his TikTok, which now has over 58,000 views.
Would Apple really make you smash your phone if the front screen wasn’t cracked?
Jack went into the Apple store to use his AppleCare subscription, a service that allows new Apple owners to replace or repair their Apple products under certain stipulations. There are two versions of AppleCare: one offered to customers as a complimentary 1-year service. The other is a subscription service. The free complimentary service doesn’t include accidents, but AppleCare+ does include coverage for “two incidents” per year.
AppleCare+ provides an unlimited warranty for spills and accidents, but it doesn’t provide a complete iPhone replacement. Instead, the service may offer a repair for the iPhone depending on the damage. Jack mentioned in his video that the company offered him a repair, but Jack specifically wanted a replacement iPhone.
Apple will offer some sort of repair or replacement as long as it fits within the stipulated two incident count per year.
There are many limitations to AppleCare+ services that can make the service somewhat confusing. For instance, any damage caused by a third-party device, such as a third-party charger, is not covered. Customers can be frustrated by this, considering the service can cost $179 to $269 per iPhone. Despite this, Apple has multiple avenues for checking coverage, which can help any Apple user figure out whether their device can get a repair or replacement.
Commenters weigh in on AppleCare’s policies
Many commenters were thankful that the Apple employee was so willing to accommodate Jack’s request for a replacement, even if that meant “looking the other way.”
One commenter supplied a reason as to why Jack might have wanted to replace, rather than repair, his iPhone. @TechGirlWithCats said, “It’s cheaper for them to replace your phone (than) it is for them to repair it. It’s because of the labor, cost, and time.”
@Doug commented, “Good ‘ole red tape situation,” referencing the somewhat sneaky way Jack was able to get his iPhone replaced.
@jack.shop21 Apple why
♬ original sound – Jack.Shop
Commenter XOXO wrote, “Apple Care will always be worth it.”
The Mary Sue has reached out to Apple and @Jack.shop21 for comment.
Have a tip we should know? [email protected]
