iPhone Service: Frequently Asked Questions

Repair

  1. How can I tell if my iPhone needs service?
  2. How do I get my iPhone serviced?
  3. Can I get my iPhone serviced outside the country of purchase?
  4. How long will my iPhone service take?
  5. Will the data on my iPhone be preserved?
  6. How do I check the status of my iPhone service request?
  7. I just received my iPhone back from service. What do I need to do to make and receive calls?
  8. What are my service options?
  9. I'm concerned about not having a phone while my iPhone is being serviced. What are my options?

Warranty

  1. How long is my iPhone covered by Apple’s warranty?
  2. How can I tell if my iPhone is in-warranty?
  3. How much will my in-warranty service be?
  4. What type of damages are not covered by my warranty?
  5. Can I extend service coverage on my iPhone beyond the warranty?
  6. Does Apple warranty cover my iPhone service?
  7. My iPhone is not eligible for warranty service. What are my service options?

Accessories

  1. One of my iPhone accessories isn't working. Can I order a replacement?

Repair

  1. How can I tell if my iPhone needs service?
    Visit our iPhone support site for helpful troubleshooting information. If you have reviewed the articles on the website and you're still not sure whether your iPhone requires service, you can contact Apple Technical Support or take your iPhone to your local Apple Retail Store for diagnosis, or contact your carrier: 3 Australia, Optus, Telstra, or Vodafone . Note: There may be a fee for diagnostic service.
  2. How do I get my iPhone serviced?
    Contact Apple Technical Support, take your iPhone to an Apple Retail Store near you, or contact your carrier: 3 Australia, Optus, Telstra, or Vodafone .

  3. Can I get my iPhone serviced outside the country of purchase?
    No, service for eligible repairs is only available in the country where your iPhone was originally purchased.
  4. How long will my iPhone service take?
    The service process normally takes up to three business days if arranged through Apple Technical Support. Service in an Apple Retail Store is normally completed while you wait. If service was arranged through your carrier, please contact them directly for details.
  5. Will the data on my iPhone be preserved?
    No, during the service process all data on your iPhone will be erased. Before obtaining service, it is important to sync your iPhone with iTunes to back up your contacts, photos, email account settings, text messages, and more. Apple is not responsible for the loss of information while servicing your iPhone and does not offer any data transfer service.

    Following service your replacement iPhone may have a newer version of the iPhone OS. As a result you may need to update your App Store applications to ensure compatibility with the new iPhone OS. If you experience a problem with an application purchased from the App Store, check iTunes to see if an update is available or contact the application vendor directly.
  6. How do I check the status of my iPhone service request?
    If you are arranging service via Apple Technical Support, you can check the status of your iPhone service at any time with our easy-to-use Check My Repair Status tool. You can also contact your carrier: 3 Australia, Optus, Telstra, or Vodafone .
  7. I just received my iPhone back from service. What do I need to do to make and receive calls?
    When you receive your replacement iPhone, simply insert the SIM card and sync with iTunes while connected to the Internet. After that, you will be able to make calls, receive calls, and use all other iPhone features.

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  8. What are my service options?
    You have the following service options:
    1. You can make an appointment with a Mac Genius and bring your iPhone to an Apple Retail Store.
    2. You may contact Apple Technical Support and arrange mail-in service.
    3. You can contact your carrier: 3 Australia, Optus, Telstra, or Vodafone .
  9. I'm concerned about not having a phone while my iPhone is being serviced. What are my options?
    You have the following options to minimize the impact of not having a phone while your iPhone is being serviced:
    1. You can make an appointment with a Mac Genius at an Apple Store. If the Mac Genius determines that the iPhone has a hardware issue requiring service, you will receive an immediate replacement under warranty. Out-of-Warranty Service is available for a service charge.
    2. If you have another GSM cell phone available, you can put the SIM card into your other phone and use that phone until you receive a replacement iPhone.
    3. If you are arranging service via Apple Technical Support, Apple also provides the following additional services:
      1. Advance Replacement Service for iPhone at a cost of $39 including GST for customers eligible for warranty, AppleCare Protection Plan, or Out-of-Warranty Service. This charge is waived for AppleCare Protection Plan customers. For more details please review the Advance Replacement Service for iPhone FAQs.

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Warranty

  1. How long is my iPhone covered by Apple’s warranty?
    Apple's Limited Warranty for iPhone covers your iPhone for one year. Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase ("date of purchase").
  2. How can I tell if my iPhone is in warranty?
    Apple's Limited Warranty for iPhone covers your iPhone for one year from the date of original purchase. Apple's Limited Warranty begins on the date that the iPhone was originally purchased. To determine your warranty coverage, enter the serial number of your iPhone in the Online Service Assistant section on the Apple Support site. Apple may need to examine your proof of purchase document to verify your iPhone's warranty status.

    Note: The service coverage information described at the Apple Support site is based on the date of purchase information available to Apple, depending on when or whether you registered your product or if you purchased it from an Apple authorized reseller. If you believe that the information is inaccurate, please update the information by contacting Apple using the appropriate links on the Apple Support site.

  3. How much will my in-warranty service be?
    Warranty service for eligible repairs is available at no charge for twelve months from the date of purchase. After you return the iPhone that needs service, Apple will examine the iPhone to confirm that the failure is covered by Apple warranty.
  4. What type of damages are not covered by my warranty?
    Apple's Limited Warranty for iPhone excludes coverage for damage resulting from accident, disassembly, unauthorized service and unauthorized modifications. Please review the warranty for further details.

    An iPhone that is ineligible for warranty service may be eligible for Out-of-Warranty (OOW) Service. For example, an iPhone that has failed due to damage or liquid damage is ineligible for warranty service but eligible for OOW service. However, certain damage is ineligible for OOW service, including catastrophic damage, such as the device separating into multiple pieces, and inoperability caused by unauthorized modifications. Please see Apple's Repair Terms And Conditions for further details. Refer to this article to check if the liquid submersion indicator on your product has been triggered.

  5. Can I extend service coverage on my iPhone beyond the warranty?
    The AppleCare Protection Plan for iPhone will extend the hardware repair coverage to up to two years from the original purchase date of the iPhone. The AppleCare Protection Plan for iPhone must be purchased while the iPhone is covered under Apple's Limited Warranty for iPhone.
  6. Does Apple warranty cover my iPhone service?
    If defects arise as a result of service, Apple will cover the repair for the remaining term of the iPhone's warranty or 90 days after iPhone service, which ever provides longer coverage for you.

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  7. My iPhone is not eligible for warranty service. What are my service options?
    Apple offers two service options for iPhones that are not eligible for warranty service.

    1. iPhone Out-of-Warranty Battery Replacement Program

      If your iPhone requires service only because the battery's ability to hold an electrical charge has diminished, Apple will replace your battery for a service fee. For more details, please refer to the iPhone Out-of-Warranty Battery Replacement Program Frequently Asked Questions, or contact your carrier: 3 Australia, Optus, Telstra, or Vodafone .

    2. Out-of-Warranty Service

      If you own an iPhone that is ineligible for warranty service but is eligible for Out-of-Warranty (OOW) Service, Apple will replace your iPhone with a new or refurbished iPhone for the Out-of-Warranty Service fee listed below.

      iPhone 3GS Out-of-Warranty Service
      16GB $268.95
      32GB $268.95
      iPhone 3G Out-of-Warranty Service
      8GB $268.95
      16GB $268.95

      All fees in Australian Dollars and include GST and Shipping and Handling.
      iPhone out-of-warranty service may also be available from your wireless carrier. Pricing may vary.

    For example, an iPhone that has failed due to damage or liquid damage is eligible for Out-of-Warranty service. However, certain damage is ineligible for OOW service, including catastrophic damage, such as the device separating into multiple pieces, and inoperability caused by unauthorized modifications.

    Apple reserves the right to determine whether or not your iPhone is eligible for Out-of-Warranty service. Replacement phones have a 90-day limited hardware warranty or assume the remainder of your standard warranty or AppleCare Protection Plan for iPhone coverage, whichever is longer. Please see Apple's Repair Terms And Conditions for further details.

Accessories

  1. One of my iPhone accessories isn't working. Can I order a replacement?
    Yes. Please complete the service request form. You can also visit the Apple Retail Store, contact Apple technical support, or contact your carrier: 3 Australia, Optus, Telstra, or Vodafone .

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