warranty
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HTC offering free screen replacements within the first six months, but only in the US
HTC clearly doesn't think that promising two years of Android updates is enough to win over American smartphone buyers. It's launching HTC Advantage, an upgrade to its US support policy that goes beyond the usual warranty limits. In addition to delivering on earlier promises of OS upgrades and extra cloud storage, the Advantage program replaces one cracked screen for free within the first six months of ownership. You're only covered if you buy a One series phone from today onward, but the initiative could be just the reassurance you need if you're worried about dropping a shiny new handset.
Australian watchdog forces Apple to offer 24-month warranties as standard
Apple's had its hand slapped over its product warranties more times than it cares to remember. In its latest brush with competition regulators, the company has been hit with a court order from the Australian Competition and Consumer Commission (ACCC) following claims it was misleading customers over their rights to a replacement, refund or repair on faulty products. Similar to its actions in Europe, the ACCC alleges that staff incorrectly applied the company's own warranty policies, including its 14-day return policy and 12-month manufacturer warranty, instead of guarantees required by Australian consumer law. The ACCC says Apple has agreed to bring its return and repair policies in line with local laws and will now provide consumers with coverage for a minimum of 24 months -- like it does in Europe and other parts of the world. It's not the first time Apple has had run-ins with the ACCC either, last year it was fined AU$2.29 million ($2 million) for "deliberately" misleading customers over the 4G capabilities of its new iPad. Australian customers will soon be able to visit a new webpage on the Apple Store which clarifies the differences between the company's own policies and those set out by law, putting an end to warranty confusion once and for all.
Samsung extends warranties of failing Galaxy devices after Chinese TV report
Chinese state media is becoming quite the consumer advocate. Earlier this week, a bit on national TV berated Samsung over certain Galaxy S III and Note II handsets afflicted with the "sudden death" bug, as it has been called. While a firmware fix promised to cure some devices, the root cause appeared to be due to a dodgy flash memory module, leaving some models without hope of a true elixir. In response to the public scolding, Samsung has issued a statement thanking the broadcaster for its report, also noting that its repair and refund policies are in full compliance with Chinese laws. The company offers anyone that's paid for a repair while under warranty to hit them up for a refund, and has now extended the warranty of any potentially affected device made before November 30th 2012 for an extra 12 months. Earlier this year, Apple ended up massaging its warranty practices after the People's Daily proposed local coverage wasn't as robust as elsewhere. While Samsung was under scrutiny this time, it's clear both companies are keen on managing public perception. After all, attractive hardware ain't the only thing that'll make you successful in the world's biggest smartphone market.
Samsung's Protection Plus trademark hints at new take on extended warranties
Samsung already has extended warranties, but you'd be forgiven if you didn't notice them -- they're not exactly well-advertised. That may soon change, as the company has quietly filed for a catchier "Samsung Protection Plus" trademark in the US. There's little to reveal what would come with Protection Plus, although the trademark mentions coverage for both electronics and appliances; this wouldn't just be for a new washing machine. We don't know if or when the service will become reality, but don't be surprised if you can soon get an advanced warranty for a Galaxy Note 3 without resorting to the carrier or an insurance firm.
AppleCare+ purchasers can now get repairs and replacements while traveling abroad
If you've purchased AppleCare+ for your iPad, iPod or iPhone, you can now get repairs and replacements while you're traveling abroad -- as long as Apple sells AppleCare+ in the country you are in. AppleCare+ for iOS devices extends the limited warranty on those devices to two years from the original purchase date. It also allows the owner up to two incidents of accidental damage coverage, with each incident costing an additional service fee of US$29-79 per device for repair or replacement, depending on what iOS device you have. The news that AppleCare+ now covers owners abroad is sure to be welcome by many frequent travelers. However, do note that your device will not be covered by AppleCare+ in a country that does not sell that device (even if AppleCare+ is sold in that country). An example of when something like this may occur is if you are visiting Brazil with a CDMA iPhone 5. CDMA iPhones are not sold in Brazil -- although other iPhones are -- so damage or other warranty needs would not be covered by your AppleCare+ plan in that country. [via TechCrunch]
AppleCare+ to cover international iPhone replacements, starting September 27th
A welcome bit of news for globe trotters, as Apple is widening the safety net of AppleCare+ to include hardware repair or replacement while abroad. According to a leaked support document obtained by Sonny Dickinson, replacement coverage for the iPhone will become effective on September 27th. Separately, customers may also initiate repairs of the iPhone, iPad, iPod, Mac, Apple display and Apple TV while traveling. This move follows a recent expansion of AppleCare+ within western Europe, and easily beats Apple's previous requirement that customers initiate repairs in the same country where AppleCare+ was first purchased. As an important caveat, Apple isn't guaranteeing that model-specific replacement hardware will be available in all countries, but this is a step in the right direction.
AppleCare+ rolls out to three European countries, but incident fees climb to $79 in the US
While we were busy gawking at the iPhone 5c and iPhone 5s, Apple was quietly expanding the reach of its AppleCare+ extended support program. The service is now available in France, Italy and the UK, giving locals two years of iOS and iPod hardware support (including two accident claims) beyond the European requirements. Customers pay £79 (€99 in Europe) to cover an iPad or iPhone, and £49 (€59) to safeguard an iPod. Unfortunately, the expansion comes at a cost for Americans -- Apple is quietly hiking its AppleCare+ accident repair fee in the US from $49 to $79. While that's still cheaper than regular service, it's expensive enough that some may simply prefer to take better care of their gadgets. May we suggest a case?
Parenting Tip: You've got a broken iOS device, now what?
Last week, our parenting tip provided you with advice about protecting your iPhone or iPad from a damaging fall. Though helpful, these tips are not foolproof, and there may be a time when you find yourself staring at a broken iOS device. My iPad 2, which was housed in a rugged case, suffered this fate recently when the screen cracked after my five-year-old stepped on it. A week later my iPad 1 screen cracked when it landed corner first on the floor. Once you have come to terms with the harsh reality that your iOS device is broken, you then need to decide what you are going to do with it. Read on for some suggestions that'll help you decide whether you should fix your device or replace it. We'll also include some tips on how to repair, replace or sell a broken device. The First Question: Repair or Replace? The first question you must ask yourself is whether you want to repair your device or replace it. You'll have to weigh factors like the cost of the repair, the cost of a replacement and the age of the device. It is hard to justify spending $200 to fix an iPad 1 when you can grab a new iPad mini for a little over $300. I've crunched these numbers and concluded that, in general, it's cost effective to fix a newer, more expensive device and dump an older device that is slower and may not run the latest version of iOS. This isn't a hard and fast rule as there are times you may want to keep the older device because it has data on it that you don't want to lose. This happened to me earlier this year when my original iPad stopped charging. It cost me $50 in parts and my own labor to fix the three-year-old tablet, but I didn't want to lose the photos stored on it. Another factor to consider is the warranty status of the device. You can't add an accidental damage warranty to a used device that you buy off of Craigslist, but you can add a plan to a new device within the first 30 days. If you think your children are prone to breaking devices, you may want to cut your loss on the the old device and replace it with a new one that has an AppleCare+ or SquareTrade warranty. What Are Your Options for Repair? If you decide to fix your iPhone or iPad, the least expensive option to get your device operational again is to fix it yourself. Many replacement parts are inexpensive and can be purchased online from places like iFixit. iFixit also has a great set of tutorials for the iPhone and iPad that'll walk you through the repair process. YouTube is another good source for repair videos, especially if you like to watch the repair before you actually start doing it. Depending on what is wrong with your device and your skill level, self repair can be a daunting task, though. I'm pretty handy when it comes to devices and tried to fix the charging port on my iPad -- it didn't turn out as well as I had hoped. I was able to replace the charging cable, but getting the display off the iPad was much more difficult than I expected. I ended up damaging the soft aluminum shell of the iPad when I pried off the screen and likely ruined any reasonable chance to resell the device. If you prefer not to crack open your iPhone or iPad, then you can travel down to your local Apple Store and get a repair quote. Depending on the problem, Apple may have to send out the device for repair. There is also a chance Apple may not be able to fix the device, as was the case with my broken charging port. It is worth noting that Apple Stores are supposedly adding tools and supplemental training so Geniuses can repair a broken iPhone screen and other common ailments right in the store. Besides Apple, there are also third-party companies like IFixYourI and eBay sellers that'll repair your iOS device for a fee. Prices vary, but most places charge just under a $100 to repair a broken screen, around $70 to replace a headphone jack and about $60 to replace a power button. Most of these services require you to send in your device for repair, and they will send it back to you when it is fixed. If you have local computer repair shops, check with them, too, as many offer repair services for the iPad and iPhone. Repairing broken hardware like a screen or a button is pretty straightforward -- buy the broken part and replace it. Water damage, though, is handled a bit differently as it can affect multiple parts of your device and critical components like the motherboard. Most repair companies will try to fix a water damaged device, but they won't charge you when you send in your device. The technicians will examine the device and determine if they can fix it before talking to you about repair costs. Be prepared as water damage can be expensive to fix. What if You Want to Replace Your Device? If you want to replace your device instead of repair it, you have several options to buy new or used gear. The easiest and cheapest way to get a replacement device is to exercise the replacement clause on your warranty. If you purchased an AppleCare+ warranty for your iPhone or iPad, then you can go to an Apple Store and get a replacement for $50. You are allowed two replacements while the plan is in effect. SquareTrade offers a similar replacement plan that includes a $50 deductible for each replacement. With SquareTrade, you can get up to four replacements over the life of the plan. Apple also offers an Out-of-Warranty Service option that lets you trade-in your broken device and purchase a replacement device at a reduced cost. Accidental damage is covered by this service, with the exception of catastrophic damage like your iPad being cut in half. Apple will replace your iPad with a similar, new or like new iPad model for a fee. The cost varies by device with an iPad mini costing $219, an iPad 3/4 costing $299 and an iPad 1/2 costing $249 to replace. Similar terms exist for the iPhone with a replacement cost of $229 for an iPhone 5, $199 for an iPhone 4S and $149 for an iPhone 4 or older model device. If you have a newer model iPad or iPhone without an accidental damage warranty, this replacement option is less expensive than buying a brand new device. You can also choose to buy a replacement device on eBay or Craigslist. You will save some cash by purchasing from a third-party seller, but you run the risk of buying a stolen device or one that has a hidden problem. If you want to buy a replacement and don't mind spending the money, I would recommend buying new from Apple or another authorized reseller. With a new device, you can purchase a warranty with accidental damage coverage and not have to worry about losing your $500 investment the next time your device hits the pavement. Where to Sell Your Broken iOS Device? If you decided to buy a new iOS device, you likely still have the broken one sitting on your shelf, collecting dust. Don't let it just sit there and decay, do something with it. You can either recycle it through Apple's recycle program or sell it to someone who can fix it. Resellers like Gazelle and uSell are two of the few services that'll pay you money for your broken devices. Prices are good but not great. Gazelle will pay you $125 for a broken 16GB iPhone 5, while uSell located a buyer who would pay $160. Apple also will take your broken device, but it won't pay you for it. Amazon doesn't even have an option for a broken device. Last but not least, you can always sell your broken iOS device on eBay or Craigslist. You may get more money going this route, but you will have to take the time to accurately describe the damage to your device so you won't disappoint your buyers.
Apple revises warranty policies in France, Germany and Belgium in response to EU law
Apple revised its warranty policy in Italy last year after being hit with a €900,000 fine for not complying with an EU-mandated two-year term, and it looks like those changes are now starting to spread further throughout Europe. The company has today revised the terms of its warranties in France, Germany and Belgium, specifying that customers are entitled to repairs and replacements of their Apple products for a full two years after purchase, and not just one as previously stated. No word yet on when the rest of the EU will see those changes, but it would now seem to be just a matter of time before other countries get the new terms as well.
Apple to pay $53 million in iPhone water damage settlement
Bloomberg is reporting that Apple will pay US$53 million to settle a class-action lawsuit that alleges the company unfairly denied warranty coverage to iPhone and iPod owners because of faulty water damage indicator tapes in the devices. Like many companies, Apple uses water damage indicator tape inside its devices so it can tell if the device has been submerged in water. The tape, made by 3M, changes color when it comes into contact with liquid. However, the plaintiffs in the case successfully argued that the tape Apple used could change color while exposed to humidity or moisture in the air. Though Apple has denied any wrongdoing and the court has yet to approve the settlement offer, users of affected units can expect up to a US$300 compensation per device. It's unknown if that compensation will come in the form of a check or a credit for a new device. Affected units are any iPod touches with warranties that were denied due to water coverage before June 2010, and any iPhones with denied warranties due to water damage before Dec. 31, 2009.
Google Glass rooted and hacked to run Ubuntu live at Google I/O
Today at Google I/O the company held a session entitled "Voiding your Warranty" where employees demonstrated how to root Google Glass and install Ubuntu on it. What you're seeing above is a screenshot from a laptop running a terminal window on top and showing the screencast output from Glass on the bottom -- here running the standard Android launcher instead of the familiar cards interface. The steps involve pushing some APKs (Launcher, Settings and Notepad) to the device using adb, then pairing Glass with a Bluetooth keyboard and trackpad. After this, it's possible to unlock the bootloader with fastboot and flash a new boot image to gain root access. From there you have full access to Glass -- just like that! Running Ubuntu requires a couple more apps to be installed, namely Android Terminal Emulator and Complete Linux Installer. The latter lets you download and boot your favorite linux distro (Ubuntu, in this case). You're then able to use SSH or VNC to access Ubuntu running right on Glass. We captured a few screenshots of the process in our gallery. Follow the links below for more info -- just be careful not to brick your Glass okay? %Gallery-188641%
Tesla announces new service details, unconditional warranty for Model S battery
Tesla CEO Elon Musk talked a bit about his goals for expanded service options in his interview with us earlier this month, and he's today detailed some of those options that the company is ready to roll out. That includes one perk that's been mentioned previously: the ability to get a Model S loaner to tide you over when you have to turn your car in for service. What's more, that loaner will be a top-of-the-line Model S regardless of the car you turn in (there's a fleet of 85 to start with, each with valet service to your location), and customers in "most markets" can also opt to get a Tesla Roadster as a loaner if they'd prefer to try out something sportier. Musk further explains that customers can even choose to keep that loaner car if they like it better, and simply pay the difference. Beyond that, Tesla is now making annual checkups entirely optional, meaning that your warranty will still be valid for the full term even if you never take your car in. And rounding things out is what Tesla describes as an "unconditional warranty" on Model S batteries, which will let owners get a factory reconditioned unit as a replacement even in the case of user error. You can find the full details on the new options in Musk's blog post announcing the news linked below.
Mac 101: Checking your Mac's warranty status
More Mac 101, tips and tricks for novice Mac users. Every newly purchased Mac comes with a one-year limited warranty and 90 days of complimentary telephone technical support from Apple. Of course, by purchasing AppleCare with your new Mac, you can extend this warranty and telephone technical support to three years, but it will cost you extra. How do you find out if your Mac is still in its first year of warranty or covered by AppleCare for an additional two years? Simple! Go to Apple's Service and Support Coverage page and enter your Mac's serial number. You'll get a break down of your warranty based on the date your Mac was purchased. Where do you find your Mac's serial number? You'll find it in About This Mac (here's how). Or for an even easier way -- because remembering and grabbing your Mac's serial number can be a bother -- download WozWas's Mac Warranty Status Script, which grabs your Mac's serial number and enters it into Apple's Service and Support Coverage page for you. All with one simple click. Knowing whether your Mac is in warranty can be really helpful, should something go wrong. It's also particularly useful to know the status of a Mac's warranty if you're planning on buying second-hand. Remember, warranty and AppleCare coverage stays with a Mac until it expires. There are different views on whether AppleCare is worth the cost, but regardless, a general rule of thumb is that if you can afford it, you should get it. Though Macs are great, if / when something goes wrong, it can be expensive to repair. AppleCare provides you with peace of mind and first-rate support from Apple.
Chinese media satisfied with Tim Cook's apology
In a letter from CEO Tim Cook, Apple apologized to Chinese consumers and pledged to improve its warranty policies in the Asian country. According to Reuters, the apology has been well-received by China's state-run media. Popular tabloid newspaper, the Global Times, writes this about Apple's apology: "The company's apology letter has eased the situation, softening the tense relationship between Apple and the Chinese market ... Its reaction is worth respect compared with other American companies." The Global Times operates under the control of the People's Daily newspaper, which is owned and operated by the Communist Party of China.
Apple alters Chinese warranties after several weeks of controversy
Apple has taken steps to mend its image in the eyes of the Chinese public after the state-controlled media alleged that Apple was avoiding comment on a recent China Central Television documentary. A letter from Tim Cook, posted on Apple's website, apologized for any confusion caused among Chinese users. Cook said Apple is implementing four major adjustments to its warranty policy in China in an effort to improve service. These changes are: A new repair policy for the iPhone 4 and iPhone 4S, where phones will be replaced instead of repaired in certain situations. China claimed Apple had an inferior replacement policy there compared with other countries. Chinese consumers can easily see Apple's maintenance and warranty policies on its website. Better training for third-party Apple Authorized Service Providers. Improved means of contacting Apple feedback. [via 9to5Mac]
Apple apologizes to Chinese consumers, revises local warranty policy for iPhone 4 and 4S
Over the last couple of weeks, Chinese consumers and media had been up in arms over Apple's lesser warranty coverage -- specifically over refurbished replacement devices for faulty iPhone 4 and 4S -- compared to that applied in other countries, and Cupertino's seeming arrogance from its lack of response at the time didn't help at all. But in an open letter addressed to Chinese consumers earlier today, CEO Tim Cook apologizes on behalf of his company and promises that "Apple's commitment and passion for China are no different than for other countries." After taking a closer look at China's "Three Guarantees" law (repair, refund and replace), Cook's China team will now be offering the following: Improved warranty policy for the iPhone 4 and iPhone 4S: the first 15-day grace period offers full device replacement as usual, whereas the remainder of the one-year warranty period will now offer brand new parts replacement or brand new device replacement (depending on the situation), as opposed to replacing with refurbished parts or a refurbished device; and the warranty period is restarted for the new device, as required by the "Three Guarantees" law More concise repair and warranty policy statement now available on Apple China's website -- which clarifies that the iPads still only get a two-year coverage on just the key components, whereas the batteries and accessories only get one year, sadly Strengthened supervision and training for Apple Authorized Service Providers Direct online feedback link now available for Chinese consumers Looks like a good start here (especially for the second hand market, of course), but let's see if the Chinese consumers will see an effective change at the stores -- maybe the next wave of virtual protest will eventually force Apple to add full two-year coverage for the iPads as well.
China calls Apple's response to warranty complaints 'empty and self-praising'
Apple's products are overwhelmingly popular in the land where most of the devices are created -- China. But recent moves by the ruling Chinese Communist Party could spell trouble for Apple and other Western firms that currently command the smartphone market. The latest such move came yesterday when the government-controlled People's Daily newspaper ran a front-page article accusing the company of turning down journalists' requests for interviews and providing an "empty and self-praising" reply to a critical report broadcast by state-run China Central Television. According to an article in today's Wall Street Journal, this latest in a series of attacks suggests that the Chinese government is promoting the growth of home-grown smartphone companies like Lenovo, Huawei and ZTE, a move that could spell trouble for Apple. The company was recently accused by China Central Television of providing customer-service policies for Chinese customers that were different from those in other countries. Apple responded to the accusation on its website on Saturday, noting that "Apple's Chinese warranty is more or less the same as in the US and all over the world." The People's Daily article quoted a student who was upset with Apple's "double standards," saying that the company repairs broken phones in China but gives customers in other countries new replacement phones instead. Apple is not the only smartphone powerhouse being singled out by the Chinese government. Earlier this month, a government research institute published a report saying that the country relied too much on the Android smartphone operating system and accused Google of using its dominance in the smartphone market to discriminate against Chinese competition. The Verge reports that the Chinese government has approached Canonical for a custom version of Ubuntu to act as a national OS. The country is also pursuing standards that, if adopted, would force smartphone manufacturers to help the government identify users and track their use of apps.
EU Justice Commissioner: AppleCare violates member states' laws
EU Justice Commissioner Viviane Reding blasted Apple in a speech in Brussels today and urged EU member states to ensure that Apple complies with consumer protection laws, which require consumer electronics devices to come with a mandatory two-year warranty. "This case and the responses I received since I sent my letter have highlighted rather clearly just why the Commission cannot sit on the side-lines on enforcement issues," Reding said. "The approaches to enforcement in these types of cases turn out to be very diversified and inconsistent at a national level. In at least 21 EU Member States Apple is not informing consumers correctly about the legal warranty rights they have. This is simply not good enough." The EU has some of the strongest consumer protection laws on the planet. All products are required to carry a two-year warranty. Apple is under fire for allegedly failing to tell consumers about the guaranteed two-year coverage while selling its own three-year AppleCare warranty -- two years of which they already get with their purchase. As Dow Jones Newswires reports, Apple pulled AppleCare sales from Italy last November and currently the computer maker is being sued by consumer groups in Belgium, Germany, Luxembourg and Portugal over its warranty proceedings.
EU commission calls for better enforcement following Apple warranty dust up
In 2011 Apple found itself in some hot water for failing to provide the legally required two-year warranty to European consumers. But, since being slapped with a €900,000 fine by Italy in December of that year, few other countries have taken any signifcant action. That's led European Justice Commissioner Viviane Reding to call on the nations of the European Union to step up their enforcement efforts and to cooperate more on consumer protection issues. She also said that the Justice Commission should take a more prominent role in helping various state institutions work together. The call for stricter enforcement comes after only five EU members took any action against Apple for openly flouting the Union's Warranty laws -- and just two (Italy and Bulgaria) imposed any financial penalties. Denmark, Finland, Luxembourg and Belgium are still investigating the company, but it's not clear what consequences if any remain to be faced. The company has begun to alter its warranty policies to fall more inline with local laws, but there are still concerns about the specific wording that leave room for abuse.
Apple warranty blunder Down Under
The Australian Consumer Law was passed in January of 2011, with one of the major stipulations being that companies must provide customers with a "reasonable" warranty period for products. For expensive items like computers, a period of two years is suggested. The Sydney Morning Herald is reporting that Apple has increased the standard warranty on its products to two years to comply with the law, but is telling retail employees to not discuss those changes with customers. The newspaper obtained an email from an Australian Apple retail store instructing staff not to talk about the new warranty with customers. In some cases, Australian customers who request repair or replacement for an item outside of the normal one-year Apple warranty end up paying for the support if they didn't purchase AppleCare. NSW Fair Trading Commissioner Rod Stowe was interviewed by the newspaper, and he agreed that electronic devices like Apple's products fall under the two-year "reasonable period." Stowe was quoted as saying that it was "rather surprising and disingenuous" for Apple Store managers to be instructing employees not to tell customers about the two-year warranties. "To instruct your staff to not let people know [about the change] is something that seems of quite concern and I don't understand why they wouldn't want to be upfront about it," said Stowe. The new warranties are effective for iOS devices as of today, and will apply to Macs within two weeks. Australian consumers should be sure to be informed of their rights under the Australian Consumer Law before considering the purchase of AppleCare Protection Plans. [via Apple Insider]
