Apple TV Service: Frequently Asked Questions

Repair

  1. How can I tell if my Apple TV needs service?
  2. How do I get my Apple TV serviced?
  3. Can I get my Apple TV serviced outside the country of purchase?
  4. How long will my Apple TV service take?
  5. Will the data on my Apple TV be preserved?
  6. How do I check the status of my Apple TV service request?

Warranty

  1. How long is my Apple TV covered by Apple’s warranty?
  2. How can I tell if my Apple TV 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 Apple TV beyond the warranty?
  6. Does Apple warranty cover my Apple TV service?
  7. My Apple TV is not eligible for warranty service. What are my service options?

Accessories

  1. My Apple TV remote isn't working. Can I order a replacement?

Repair

  1. How can I tell if my Apple TV needs service?
    Visit our Apple TV support site for helpful troubleshooting information. If you still need help, you can Check Your Service Options by entering the serial number of your Apple TV and the country where you're seeking service. Note: There may be a fee for diagnostic service.
  2. How do I get my Apple TV serviced?
    If your Apple TV is still covered by Apple's Limited Warranty for Apple TV, you can Check Your Service Options by entering the serial number of your Apple TV and the country where you're seeking service. Note: Please do not send any accessories with your Apple TV because they will not be returned to you.
  3. Can I get my Apple TV serviced outside the country of purchase?
    You can Check Your Service Options to learn more.
  4. How long will my Apple TV service take?
    The service process normally takes approximately 1 week if arranged through Apple Technical Support. Service in an Apple Retail Store is normally completed while you wait. If service was arranged through an Apple Authorized Service Provider, please contact them directly for details.
  5. Will the settings on my Apple TV be preserved?
    No, during the service process all settings on your Apple TV will be reset to default settings. Following service, your replacement Apple TV may also have a newer version of the operating system.

    Attention Apple TV (1st generation) customers: You will receive a replacement Apple TV that will not contain any of your settings, data, songs, movies, or photos. Following service, you will need to set up a network connection and resync with iTunes to restore your content. Apple is not responsible for the loss of information while servicing your Apple TV and does not offer any data transfer service.
  6. How do I check the status of my Apple TV service request?
    If you arranged service through Apple, you can check the status of your Apple TV service at any time with our easy-to-use Check My Repair Status tool. If service was arranged through an Apple Authorized Service Provider, please contact them directly for details.

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Warranty

  1. How long is my Apple TV covered by Apple’s warranty?
    Apple's Limited Warranty for Apple TV covers your Apple TV 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 Apple TV is in warranty?
    Apple's Limited Warranty for Apple TV covers your Apple TV for one year from the date of purchase. To determine your coverage for service and support, you can Check Your Service Options by entering the serial number of your Apple TV and the country where you're seeking service. Apple may need to examine your proof of purchase document to verify your Apple TV'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 Apple TV that needs service, Apple will examine the Apple TV 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 Apple TV excludes coverage for damage resulting from accident, disassembly, unauthorized service and unauthorized modifications. Please review the warranty for further details.

    An Apple TV that is ineligible for warranty service may be eligible for Out-of-Warranty (OOW) Service. However, certain damage is ineligible for OOW service, including liquid damage, 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.
  5. Can I extend service coverage on my Apple TV beyond the warranty?
    The AppleCare Protection Plan for Apple TV will extend the hardware repair coverage to up to two years from the Apple TV date of purchase. The AppleCare Protection Plan can be purchased only while your Apple TV is still covered under Apple's Limited Warranty for Apple TV.
  6. Does Apple warranty cover my Apple TV service?
    If defects arise as a result of service, Apple will cover the defects for the remaining term of the Apple TV warranty or 90 days after Apple TV service, which ever provides longer coverage for you.
  7. My Apple TV is not eligible for warranty service. What are my service options?
    If you own an Apple TV that is ineligible for warranty service but is eligible for Out-of-Warranty (OOW) Service, Apple will replace your Apple TV with an Apple TV that is new or equivalent to new in both performance and reliability and you will be charged an Out-of-Warranty service fee. Following service your Apple TV may have a newer version of the operating system.

    An Apple TV that has failed due to damage is eligible for Out-of-Warranty service. However, certain damage is ineligible for OOW service, including liquid damage, 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 Apple TV is eligible for Out-of-Warranty service. Replacement Apple TVs have a 90-day limited hardware warranty or assume the remainder of your standard warranty or AppleCare Protection Plan for Apple TV coverage, whichever is longer. Please see the AppleCare Protection Plan and Apple's Repair Terms And Conditions for further details.

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Accessories

  1. My Apple TV remote isn't working. Can I order a replacement?
    You can Check Your Service Options by entering the serial number of your Apple TV and the country where you're seeking service.

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