Mac Owners: Beware Of The Crushing Limits Of AppleCare+
by Barry Collins · ForbesAppleCare+ promises Apple device owners “unlimited incidents of accidental damage protection.” But as one Mac owner has discovered to his cost, there are indeed limits to what Apple is prepared to repair.
Software developer Fabrizio Farenga was involved in a car accident in Rome that resulted in catastrophic damage to his MacBook Pro. The casing of the laptop was crushed during the accident, rendering the device completely unusable.
As Farenga had purchased AppleCare+ protection with his MacBook Pro – which can cost up to $399 for three years’ protection – he sent the device to the company hoping for a repair or replacement. But Apple refused to repair or replace the device, claiming it was “too damaged.”
What’s Not Covered By AppleCare+?
Farenga — who first posted about the incident on Reddit – told me that Apple pointed to clauses in the AppleCare+ terms and conditions that exclude certain types of accidental damage.
Clause 5.1.3.1 in the 16-page document of AppleCare+ terms for Mac coverage states that hardware cover does not include “excessive physical damage (e.g., products that have been crushed, bent or submerged in liquid).”
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Other accidental damage is also exempt from cover, such as that “caused by fire” or damage “arising from a natural disaster.” Other exclusions include “cosmetic damage” such as “hairline cracks, scratches, dents, broken plastic on ports and discoloration.”
Farenga told me that he had received the damaged MacBook back from the company and “would try and file a complaint with Apple.”
“In the meantime, I’m going to order a new MacBook Pro because I’m a software developer and I need that.”
Apple didn’t respond to a request for comment on the case.
Are the AppleCare+ Terms Fair?
Several commenters responding to Farenga’s post on Reddit were surprised that Apple refused to replace the device. “Well that’s not right,” commented one user. “Even ‘catastrophic damage’ like this should be covered by an AppleCare+ plan.”
“What does accidental damage even mean if not this?” argued another commenter. “Depending on your dedication, you should be arguing up whatever chain of command they have and not stopping.”
Others were more sympathetic to Apple. “I kinda understand they won’t cover this type of damage… My understanding is that AppleCare is there to fix components of the MacBook and may replace the whole unit if there not solution to repair certain parts.”
Check AppleCare+ Terms
If you want to check the precise terms of your AppleCare+ coverage, you can do so from this section of the Apple website. Note that terms vary by device, by country the coverage was bought in, and when the coverage was purchased, so ensure you’re checking the right documents.
Interestingly, it seems the terms for excessive damage are not applicable to iPhones. So if you’ve somehow managed to crush or bend your phone out of shape, you should be offered a replacement, even if you can’t get one for a similarly damaged Mac under AppleCare+.