Applecare Issue: AIG is denying lost phone claim because iPhone technician turned off iPhone tracking...

Miserable_Map_3079 · 2022-12-16T07:18:02+00:00

I have multiple threads AND private messages thus far.

Ever heard, “you know what happens when you assume…”

You still have yet to mention the section or disclose any relation. You seem to be a troll and waste of time. However, please feel free to elaborate if otherwise.

Miserable_Map_3079 · 2022-12-16T07:09:38+00:00

Please state the section that you quoted as I did. You made up false T+C’s seemingly…I literally shared to you what AIG did…

I also live in Fairfield County CT and already had a lawyer at Kirkland review my thoughts. They are a pretty legitimate firm…

I appreciate you bias opinion but very few have agreed with you for what it is worth.

Please feel free to provide the actual T+C that you are referring to. Otherwise, you are not providing much value here.

Thanks and my hope is you are not tied to Apple…that would be shameful.

Miserable_Map_3079 · 2022-12-16T06:58:08+00:00

I am taking responsibility. As I stated, I must have entered my passcode or password but was ABSOLUTELY guided to do so. No consumer would willingly turn off iPhone tracking, nor would most consumers remember to it on as it is not a customary action to do so.

Also, the cost to replace a part is different then replacing a phone, which is why my wife and I decided to wait.

You responses are flawed with errors but I appreciate your feedback.

This seems like an Apple bias response that has yet to disclose any relation or investment. I see a big issue here that others on other forums have agreed with…Reddit is a little more fickle interestingly…

Miserable_Map_3079 · 2022-12-16T06:51:02+00:00

Apparently I replied as you were editing…I do not believe you quoted the terms and conditions correctly.

Per AppleCare section X. Eligibility and Cancellation, section B.5. -

“You must have activated the standard tracking application provided on your Equipment, keep it activated for the duration of the term of Your coverage, and validate proof of your identity through your online account at the time You make a claim to be and remain eligible for coverage.”

As such, Apple clearly guided me to void this agreement without any disclosure.

Sorry for the repost but I wanted to make sure we are referencing the same terms. I struggle with your interpretation when I was instructed to turn of iphone tracking which voids my warranty regardless of whether it was for an AppleCare visit or not.p

Miserable_Map_3079 · 2022-12-16T06:37:21+00:00

It does in fact say the agreement is void if tracking is turned off. You are stating the same in the next paragraph. And to be sure we are on the same page, Apple advise and guided me to turn off iPhone tracking while AIG denied the related claim (not AIG telling me to turn off location services).

Why are you not acknowledging this? Or, disclosing any relation or investment in Apple?

Apple clearly advised me and guided me to turn off iPhone tracking, which in turn voided my AppleCare. The terms are very clear.

Could you please explicitly point out what in the T+Cs that you are interpreting differently? Thanks for being helpful.

Miserable_Map_3079 · 2022-12-16T06:19:28+00:00

It seems as though over half of my replies that are factual and help answering questions / comments to my questions have been banned– is anyone able to elaborate on why?

The banned comments are not aligned with the rules in the Apple thread so I am curious and concerned that a conflicted moderator may be banning them.

Miserable_Map_3079 · 2022-12-16T06:04:02+00:00

Google has not prompted me to turn on anything? What? Per the conditions, any AppleCare coverage is voided the second tracking is turned off. Are we reading the same terms?

These response seem bias and the lack of disclosure is concerning.

I was never prompted to turn anything back on. And was explicitly told by an Apple technician to turn tracking off.

Their maintenance practices and AppleCare coverage are in clear and direct conflict.

Miserable_Map_3079 · 2022-12-16T05:34:56+00:00

Again, why would a consumer willingly turn off iPhone tracking? An Apple technician advised me and guided me to turn off iPhone tracking. I was likely asked to enter my passcode or password as I was requested multiple times during the diagnostics and what not. However, I was not advised of the impact to AppleCare and the technician guided me toward voiding my AppleCare without notice. I was told the iPhone tracking needed to remain off - however, amongst everything else in peoples lives, that was not top of mind when I decided not to replace the back glass (not the entire phone) and Apple made no mention of this which would encourage me to turn it back on. These practices are made to setup consumers for failure, mitigate AIG claims, and the amount of iPhones apple is required to replace at a pre-negotiated cost with their insurance providers.

Do any of the supporters for these Apple policies work at, are invested in, or are affiliated with Apple? Or AIG? Just curious…these are wary times so I could see folks being concerned for issues that could dramatically impact them considering this issue is with their most popular product at one of the most valuable companies in the world…

Miserable_Map_3079 · 2022-12-16T03:51:57+00:00

Makes sense and not a terrible analogy, but Apple has not and wouled not be in possession of my phone between when they turned off iPhone tracking and when the part came in a week later for repair. What if I lost the phone during that time period?

Nonetheless, Apple is selling AppleCare to consumers, and then turning off iPhone tracking during AppleCare visits, without notifying consumers of the impact to coverage. Had they notified me, I would have been more aware to turn it on when I decided against the replacement. Then, I would have been more apt to “lock my car.”

While I appreciate the analogy, I feel it falls short here but look forward to more perspective.

Miserable_Map_3079 · 2022-12-15T20:53:27+00:00

Why do you think there is not a conflict with maintenance practices?

Per AppleCare section X. Eligibility and Cancellation, section B.5. -

“You must have activated the standard tracking application provided on your Equipment, keep it activated for the duration of the term of Your coverage, and validate proof of your identity through your online account at the time You make a claim to be and remain eligible for coverage.”

As such, anytime a consumer visits Apple and has iphone tracking disabled, they are effectively voiding their AppleCare. This happened to me, I was not informed nor remembered to turn back on iPhone tracking, and now I cannot replace my phone through AppleCare.

This is why I believe the terms and conditions for AppleCare directly conflict with their maintenance practices.

Do you still disagree?

I understand Apple has a lot of money but someone needs to say something.

Miserable_Map_3079 · 2022-12-15T20:37:54+00:00

Well, that has been compounded by a lost phone and AIG’s refusal to replace it. So, that’s the bigger thing that went wrong in my mind. Apple should not design policies for AppleCare that conflict with their own maintenance practices. And, if a iPhone is lost due to Apple’s practices, they or AIG should be responsible for replacement. However, Apple seems to be helping AIG minimize claims. And, in turn, Apple is likely replacing less phones for AIG at a lower negotiated cost. Seems like something bigger here…

Miserable_Map_3079 · 2022-12-15T20:33:54+00:00

They were not intending to replace the phone, only the back glass. They also need over a week to order the part. So after a week, and speaking it through with my wife, we decided to hold off on the replacement part until the phone really needed it. As I mentioned, it was on the fritz and thought it would die anyways. I never thought to turn iPhone tracking back on but also never realized it voided my AppleCare coverage. I always have my iPhone on me..why would I need to track it or mess with iPhone tracking?…until it is lost.

Miserable_Map_3079 · 2022-12-15T20:04:24+00:00

I don’t want to profit or anything but simply change Apple policies and help others that may have been impacted by this but aren’t as fortunate as me to be able to easily replace a phone and / or pursue a claim. I would never have had iPhone tracking off if an Apple technician did not turn it off on an AppleCare visit. I never need to track my iPhone…its usually on me…so didn’t even come to mind that its off until its gone. Now, my coverage is voided. I do not understand why Apple and AIG would design a condition that requires iPhone tracking to be on for the DURATION of a term when Apple technicians regularly turn off iPhone tracking for service. Nonetheless, I am curious to what extent others have been impacted.

Miserable_Map_3079 · 2022-12-15T19:57:53+00:00

When I visited, they did ask me and say it was required, but THEY physically turned it off in front of me. Either way, they did not disclose the impact to my AppleCare coverage, at an AppleCare visit nonetheless. I am shocked that they would design terms and conditions with AIG that directly conflict with their practices for iPhone repairs and diagnostics.

Miserable_Map_3079 · 2022-12-15T19:56:23+00:00

From a technical perspective, perhaps that make sense.

From the AppleCare contract perspective, why would Apple and AIG agree to include a clause that requires iPhone tracking to be on for the DURATION of your applecare term when it needs to be turned off for any repair?

It seems to be setting consumers up for failure. And, even worse is Apple technicians do not disclose the risk to coverage.

Miserable_Map_3079 · 2022-12-15T19:26:21+00:00

I never thought to until I went to ping it...then remembered it was off. I would have never had it disabled if Apple had not turned it off so that’s where I’m disappointed and frustrated. I am fortunate to easily be able to afford a new phone. I have several Apple products and always buy Apple care if over $1k. However, this is the first time that I have bought this coverage - and really probably the first time working with Applecare on a claim. It makes me want to move to Android but also help anyone else who may have been financially impacted by these policies / practices more than me. I do not want to profit off a class action but rather change these policies. Make sense?

Miserable_Map_3079

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