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The original was posted on /r/iphone by /u/rahulpp on 2024-09-29 15:12:30+00:00.

I just had a frustrating experience at the Apple Store in Amsterdam, and I’m wondering if anyone else has gone through something similar or has any advice. I brought in my iPhone 13 Pro (purchased in December 2021) for a batterie replacement. I was hoping to breathe new life into the phone and use it for several more years. I’ve always taken great care of my phone - it’s been in a case with a screen protector since day one.

Here’s what happened:

1. I dropped off my phone and was told to come back in 3 hours.
2. When I returned, they told me they couldn’t replace the batterie because “We couldn’t open the phone, the bottom screw is stripped.”
3. I was shocked because my phone was in pristine condition when I brought it in. I’ve never attempted to open or repair it myself.
4. The Apple Store rep’s solution? “We can replace the phone, but you have to pay full price.” No attempt to help or find an alternative solution. She also mentioned, “If you had Apple Care, you would’ve got a replacement”. Is this even necessary? I was going to pay for the replacement.

Now I’m stuck with a phone that apparently can’t be opened for future repairs.

I have some serious concerns - What if the Apple Store repair person stripped the screw? Shouldn’t Apple have a solution for this? How often does this “stripped screw” issue prevent repairs? Is this common? What’s Apple’s policy when their own repair attempts cause issues? Shouldn’t they take responsibility? How can Apple justify pushing customers towards new devices instead of supporting repairs?

Mind you, this is one of the biggest store in Netherlands. The lady asked me to contact the official support and raise a concern or “try to fix it elsewhere”. The whole point of me buying an iPhone was to be able to use it for years. Shit happens but I expect them to help me with this instead of denying me a service.

How should I go ahead with this? Any way of raising this to right department in Apple (either Amsterdam Store / Apple in general).