Apple's official warranty in Russia: what conditions and how to check. How the Apple warranty works in Russia Macbook pro warranty

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A few days ago I decided to buy myself a MacBook. At first I searched for Avito and realized that used MacBook Air v good condition will be quite expensive, and no one can give any guarantees. You can remember at least the post.

Well then I decided to look new laptop in shops. In the end, everything did not work out quite according to plan.

Having opened Yandex.Market, I was rather unpleasantly surprised by the prices, but what to do, the dollar exchange rate leaves much to be desired. Since absolutely full confidence I don’t have access to Yandex.Market (he showed new macbook Air 13 "256gb, Early 2014 in Euroset for the amount of 50 with something thousand rubles, but in fact this device has long been out of stock), I decided to search, for fidelity, on the sites separately.

Imagine my surprise when I went to the MediaMarkt website! There, in addition to the list of MacBooks with prices, there were several models without prices, but with the note "The product can be purchased only in the MediaMarkt store."

So, MacBook Air 13 "256gb, Early 2014 was found in the MediaMarkt store MEGA Belaya Dacha for only 64999 rubles!

For reference

At the time of this writing, the 2014 model is hardly available anywhere, prices start at 75 thousand, and a similar 2015 model in the same store costs as much as 85k +

So I called the store and they told me the laptop was the last one in stock.
I arrived at the indicated store, where after an hour of searching (about the sluggishness of the employees of this chain of stores, you can write a separate post, but now not about that) this laptop was dug up and agreed to sell it to me.
True, the box was not sealed, to which the seller said that, probably, the laptop was previously in the window. But since the condition was clearly new, I did not object. Just in case, I clarified whether there will be an official one-year warranty. I was told that yes, of course it will be.

So I squeezed the toad and quietly bought this device.
Having arrived home and played enough with overseas equipment, I decided to check the warranty. And then disappointment awaited me:

(I have no idea what kind of strange inscriptions in an incomprehensible language appeared next to the name when checking the serial. The laptop itself is for Russia, model code MD761RU / B)

Apparently, the display case had already been activated before. And so Apple believes the warranty is over. Of course, I decided to contact Apple and MediaMarkt tech support to find out how to fix this problem.

Communication with MediaMarkt

I wrote them a request explaining the situation. I was asked to send a purchase number. A day later, a young man from support called me and said that there was no need to worry, they were not in any way worried about information from the Apple website, because their store was doing repairs during the year on its own, they only needed a check.
It is worth noting here that for some reason the serial number of my laptop is missing on the check. But I was told that this shouldn't be a problem. Well, I'll believe it for now.

Correspondence with MediaMarkt

I AM:
Good afternoon. I bought your Macbook Air (Early 2014) a couple of days ago. The device was from the showcase, since the model I needed was not left in other copies. The laptop is in a new state, but, apparently, it was activated via the Internet a long time ago (when they put it in the window), so they write on the Apple website that the warranty has already expired. What should I do? I paid a large enough amount and do not want to lose the guarantee! I ask a person who knows the topic for sure to answer, since I have repeatedly come across the fact that some employees do not understand Apple-related issues at all. Thank you.

MediaMarkt:
Good afternoon, dear Alexander.
Thank you for contacting us.

Please specify the number of your purchase. This information will help us understand the situation.

I AM:
Good afternoon.

Purchase number 408 *****

I also ask you to note that I already wrote in support in the VKontakte group, and the group administrator also asked me for the purchase number and then said that he had informed the management.
Please, somehow take this into account, so as not to upset the same question twice.

Thank you.

MediaMarkt:
Dear Alexander.
Thank you for the information provided.

We will understand the situation in detail and provide you with feedback.

According to the information we have, the store employees contacted you to resolve the issue and informed you that the guarantee is provided by the store on the basis of the sales receipt and is 1 year from the date of purchase.

If you have any additional questions, you can ask them in a response letter or by phone help desk store Media Markt.

All this, of course, calmed me down a little. But if I more or less trust the Apple authorized service center, which directly took the laptop from me, then I am already a bit afraid of taking the MacBook for repair in the store.
And yet it is very unpleasant to buy a rather expensive MacBook from an official supplier and not get an official guarantee. So I decided to contact

Apple

On the official website, when checking the warranty, there is a button "Confirm purchase date". I followed the link and sent a request to Apple.
The next day I received a letter with a request to send photos of the check, and after a while another letter came. It said that confirmation of the purchase date was denied, since, according to their information, the laptop had already been purchased and activated earlier.
I replied that I did not agree with this decision, after which I was asked to call them in order to clarify the situation.

Correspondence with Apple

Apple:
Hello Alexander!

We have received your request asking us to set a purchase date for your MacBook Air product.

In order for us to fulfill your request, we need a copy of your MacBook Air product receipt.

Please reply to this message without deleting the information below by attaching a scanned image or photo of your receipt.

Place of purchase:
Purchase date:
Purchase amount:
Product Serial Number: |
(For instructions on finding the serial number of your device, see here.)

We will continue to process your request as soon as we receive your check.

I AM:
Good afternoon.

Place of purchase: MediaMarkt, TRK MEGA-Belaya Dacha, 1st Pokrovsky proezd, 5, Moscow region.
Date of purchase: 04/01/2016
Purchase amount: 64,999 rubles
Serial number: ************

Apple:
Hello Alexander!

Thanks for contacting Apple.

We have reviewed your request, but unfortunately we are unable to update the purchase date for your MacBook Air product.

Apple's warranty begins on the date you originally purchased the product from the retail store. According to our records, the date of purchase is 05 September 2014 and the date the warranty expires is 04 September 2015.

We recommend that you contact the retailer or company that sold you your MacBook Air to verify the information on your receipt.

We apologize for the inconvenience.

I AM:
The Macbook Air I bought, as I was told in the store, was previously a display case, so it was activated earlier.

However, look at everything from the buyer's (mine) perspective.
As an end consumer, I just came to a store that is an official reseller of Apple products in Russia, and bought a laptop there, there is a receipt, everything is in order. And then it turns out that there is no guarantee for the laptop. This is not my fault.

Why can't you provide me with a warranty based on this? I bought a new laptop (it is definitely not used, it was deactivated, in the box, the number of battery charging cycles is about zero), and you say that there is no guarantee. I don't care when, who and why activated it earlier, give me my guarantee.

Thank you.

Apple:
Hello Alexander!

Thanks for contacting Apple.

After reviewing your comments, we came to the conclusion that we can more effectively solve your problem by discussing it over the phone.

On the phone, after several minutes of investigations, I was transferred to a separate specialist, who promised to try to understand the situation. To do this, I sent him photos of the check to his personal-corporate email.
They promised me to contact the American office and find out if it is possible to correct the purchase date listed in their system and give me a guarantee for my freshly purchased laptop.
Let me remind you once again that the check does not contain a serial number (thanks, MediaMarkt), so I have some doubts about the positive decision. But I, if anything, will try to succeed.
So far I am waiting for an answer.

What I want to say. Be careful with the purchase of display cases. Not only can they be plugged by visitors to the store to holes of not quite proper quality (I was lucky, I even had the number of battery cycles somewhere around zero), but also from Apple, which start counting the warranty period from the moment of the first activation , such a problem may arise.

As will be the answer from Apple, I will definitely unsubscribe here.

In spite of high quality Apple devices, you still need to know.

Apple is passionate about the quality of its devices. An example of this is not only the increased requirements for suppliers of components, but also the recall of products that have technical problems.

Of course, with the growing popularity of "apple" products, the number has increased. This is understandable, more devices means more, and it is more difficult to monitor the quality of incoming components and production processes.

And now, the trouble happened - this or that device malfunctioned. Primarily, need to decide is it covered by a limited one-year warranty or, in case you purchased the package AppleCare- three years old.

It's quite simple to do this - just go to this address and enter the serial number of the device for which you want to receive support.

1. Warranty expired

Although it is sad, but not critical - help is near! All you need is to choose a quality service with a good reputation. You can find an authorized service.

2. The warranty is valid

First of all, you need to say hurray! On extra money we no longer "get", however, there are some points. Firstly, we have already said that in the event of a breakdown of the warranty device, in accordance with the legislation of the Russian Federation, you have the right to replace the defective device or refund the money paid for it.

Secondly, there are restrictions set by Apple for authorized service centers. It is about those cases in which you will be denied free warranty service, namely:

Damage resulting from accidents, abuse, misuse, contact with water, fire, earthquake or other external influences;
damage is caused by using the device in violation of the user's manual, technical specifications or other published guidelines from Apple;
damage resulted from maintenance (including updates and extensions) performed outside of an authorized service center;
removed or damaged serial number;
the device is stolen.

Life hack. Not many people know about this, but in accordance with the norms of the legislation in force in the territory of the European Union, the minimum allowable warranty period for technically complex devices is 2 years. Thus, if your "Rostest" or "Eurotest" breaks down, you have every right to free warranty repairs on the territory of any EU country. To do this, it is enough to apply with an application to Apple Store... In case of refusal, you have every right to defend your interests in court.

Moreover, according to Apple instructions used by authorized SCs, the device will not be accepted for free warranty repair if it is not certified for use in Russia.

but in fact not accepted only iPhone, and also iPad, the latter starting with iPad 4.

This prohibition does not apply to the so-called "Eurotest" - that is, devices intended for sale on the territory of European states.

Another interesting fact is how it is applied in practice prohibition on unauthorized opening of devices... Due to the fact that authorized SCs have repeatedly recorded the presence of handprints inside completely new devices, this criterion is no longer a reason for denying the warranty. Thanks to our Chinese friends - apparently, there are not enough gloves for everyone.

As for the worn out bolts, worn notches and other traces of opening, then everything, as before - REFUSE WARRANTY.

If your device does not fall under these restrictions, you are fully entitled to warranty service. All that remains to be done is to contact Apple Support or directly to an authorized SC that can be found.

Why contact support? There are several reasons. Firstly, experts will be able to remotely test your device - perhaps this will solve the problem.

Secondly, Apple has a concept “ DIY repair". In this case, instead of the broken one, another component will be sent to you and you can connect it yourself. Do not worry, motherboard they definitely won't. Do it yourself covers Magic mouse, Apple Keyboard and other similar gadgets.

Thirdly If a customer service representative decides that the device needs to be sent to Apple, then the company will send you the shipping waybills that have already been paid, and, if necessary, packing materials. All that remains for you to do is to pack the problem device and call a courier who will deliver it to Apple or an authorized service center.

The result of the warranty service

With warranty service provided under a one-year limited warranty (or, as we already know, not quite a one-year warranty), Apple may:

repair the device using new or similar components;
replace the device with a new one, in which new or used parts are used, equivalent to new ones in performance and reliability;
- subject to the return of the gadget.

I hope you never find these tips useful, but it's worth knowing.

Worldwide Warranty Commitment Apple products provide unconditional acceptance for warranty service of any branded products of the company. In Russia, the worldwide guarantee from an American manufacturer began to work on January 1, 2014.

In this case, a cashier's receipt or other document confirming the fact of purchase is not required to be presented. ASC (authorized service centers) will accept "apple" goods purchased by you in any country in the world. But this does not mean at all that the Cupertinians do not exercise control over the service of their customers.

The innovations in the Apple warranty policy in Russia have been in effect for almost 2 years, but not many people know about their rules, so we decided to conduct a small educational program.

Apple Worldwide Warranty Rules for Russia

By default, the warranty period is 1 year from the date of purchase of the device, the fact of which is confirmed by the relevant documents (sales receipt).
The right to provide warranty support and service belongs only to the ASC.
ASC is obliged to accept for service and warranty repair not only the iPhone, but also any branded equipment of the company, even if it was purchased by you outside of Russia.
But, according to the updated rules, only those products of the company that are allowed for sale in the Russian Federation fall under the category "APPLE WARRANTY EQUIPMENT IN RUSSIA".
In order to find out if your device has a warranty status, you must enter the serial number of the equipment on the company's technical support website at: selfsolve.apple.com
In special cases, in order to eliminate possible discrepancies, ASK employees may require you to provide them with a receipt confirming the purchase of equipment.

What devices are covered by the warranty

Count on free repair under warranty can users Apple smartphones, whose models and numbers correspond to those presented below:

iPhone 4, # A1332
iPhone 4S, # A1387
iPhone 5, # A1429
iPhone 5c, # A1507
iPhone 5s, # A1457
iPhone 6, # A1586 and # A1589
iPhone 6 Plus, # A1524

As for the tablets, there are no problems here. Any iPad (regardless of where you purchased it) is covered under warranty service, provided that it has not yet marked its first year of birth.

But with computers, things are much more complicated. If you purchased this equipment outside the country, you will not have to rely on the warranty status.

Apple Watch Owners Warranty

When applied to the Apple Watch, Apple's worldwide guarantee shows a truly high degree of respect for its customers. The past rule: "Where you bought, serve there", in the case of " smart watch" - does not work! Whether you bought them in Australia or Panama, Russia or Brazil, get warranty service wherever it suits you.

Within a few days, you will receive a brand new watch if the problem is related to a factory defect. And in the event of a malfunction due to the fault of the owner, the company will provide you with the only possible type of repair - an authorized replacement, but at a very reasonable price. The fact is that Apple Watch, in many cases, simply cannot be repaired.

AppleCare Protection Plan

This program increases the free universal technical support and service maintenance from one to three years. However, a plan can only be issued during the original one-year warranty period.

The plan applies to devices such as: iMac, Mac mini, MacBook, MacBook Air, 13 and 15-inch MacBook Pro with Retina display... Each position has its own warranty plan. The service program includes both software and hardware repairs carried out by the company's specialists in all existing authorized centers.

In conclusion, I would like to say, no matter how high-tech device Apple technology is, it also cannot be perfect. And the need to visit a service center may appear from any of its owners.

In my twitter recently, there was a conversation about warranty service for Apple equipment in Russia. In view of the specifics of my employment, and I work with Apple appliances in a retail store, this topic is not uncommon. You will be surprised, but not all users know that if something is wrong with the iPhone, Apple can change it for a new one. Backlash display, moved out front-camera, no focus on iPhone 6 Plus, no network in iPhone 5s RFB - these are the most common reasons exchange of Apple smartphones under warranty. But there is a nuance: the phone or tablet must have official certification in Russia.

There is a common misconception that Apple appliances don't break. Breaks down. Quite often, the cause of these breakdowns is a manufacturing defect. I will note separately, and this is my personal observation, that the number of these breakdowns is constantly growing. This is probably due to growing production volumes. As my practice shows, iPhones break down most often. At the same time, it is worthwhile to understand that they are sold more than other Apple products. If your smartphone or tablet has been in use for less than a year, you have not repaired it and generally used it carefully, then existing problem may be the basis for exchange for a new one.

Rostest

For a start, it's worth understanding. The warranty service on the territory of Russia includes smartphones and PCT-certified equipment. A device purchased in the United States in Russia will be denied warranty service. If your iPhone was bought in Russia, then you are under the protection of Apple and you can count on solving the problems that have arisen. There is one more category - "Europeans" or Eurotest. Devices purchased in Europe are not covered by Apple's warranty service in Russia. The decision on warranty service is taken by the service center, which the user contacts. There is no one-size-fits-all solution here. If your iPhone is Eurotest and there is a problem with it, contact, if possible, several certified service centers. There is a chance that some of them will accept your device for service.

It is very easy to find out the relevance of your gadget's warranty. Each individual device has its own personal serial number. For iPhone or iPad, go to Settings, then General, About this device.

For Mac, Apple menu, About This Mac, Overview tab.

Note that the serial number of the device and its box must be the same. If the symbols on the device and the box are different, I recommend returning it to your dealer as soon as possible. You have been sold either stolen or repaired equipment.

First you need to make sure that your device has support in Russia. This can be done on a special page of the Apple website. Here you must enter the serial number of the device. If it falls under the warranty, the system will report the duration of the current warranty period. If this period has expired, then you will have to fix the breakdown on your own - the guarantee is no longer valid for it.

If your device was purchased outside of Russia, the system will notify you:

If an iPhone, iPad or other Apple gadget is still under warranty, was bought in Russia or Europe and there is some problem with it, then feel free to take it to the nearest service center.

All Apple equipment purchased in Russia in our country is covered by Apple's limited warranty for 12 months. It is called limited because it will not be possible to hand over the device under warranty if moisture has got into it, it has been repaired or has been subjected to strong physical impact... Multiple dents, bent case, or cracked glass - denial of warranty. Moisture-illuminated sensors inside the device are a denial of warranty. Installed non-licensed software - denial of warranty. Use not certified accessories- denial of warranty.

There is another myth associated with Apple technology. Some users are convinced that "American" iPhones are better than "Russian" ones. Ostensibly for Russian market Apple uses substandard components, which ultimately results in frequent problems and marriage. Of course it is not. The production line of all smartphones and other Apple technology is the same for all countries. They differ only in the complete charger and a set of documentation. For different countries it may be different.

Checks

The peculiarity of Apple technology is also that when buying any device with the Apple logo, no checks or warranty coupons are needed for warranty service. Apple uses personal serial numbers devices. Peculiarity retail in Russia is such that the check at buying an iPhone or another Apple gadget is still needed. First, to confirm a purchase at a particular store. Not every reseller will be willing to service your device without presenting a purchase receipt. Secondly, there are times when even Apple may ask you for a receipt confirming the purchase of the device. Let's say you forgot your Apple ID, password, answers to security questions, or, as often happens, were not aware of the actions when registering account to iCloud. Only the top level of the service can unlink your iPhone from a locked Apple ID Apple security... To complete the application, you will be asked to send photos of the device and the original purchase receipt to the specified mail. This check is proof that this device belongs to you.

Apple divides its devices into two types of warranties: from the moment of activation and by check. The check warranty applies to iPad, iPod, Mac, Apple Watch, Apple TV. The warranty from the moment of activation only works for the iPhone. And I'll tell you a secret: according to the consumer protection law, all components that come with the device also have a guarantee on a par with the device. This means that if the headphones begin to junk before the iPhone's warranty expires, you must go to the seller, he will solve the problem.

Paid replacement

Despite the fact that Apple is still hesitating to open a full-fledged Apple Store in Russia, the company continues to meet Russian users halfway. One of these steps is a paid warranty replacement. Paid replacement - the ability to get a new device to replace your broken, drowned and any other problem. If you've moved your iPhone in a tank or launched it from the sixteenth floor, Apple will replace it with a new one for an additional fee.

It often happens that it is not advisable to repair the device: Apple does not produce original spare parts, and using the services of questionable services is not the best solution. It can cost more than a paid replacement to repair serious damage to your device. In this case, a paid replacement is the most suitable option. But there is one condition: your smartphone, tablet or other Apple device should not have been repaired before being sent to a service center for a paid replacement. Otherwise, the service center will simply refuse to change your device to a new one, making a corresponding note in the warranty card.

Another common problem is cables. Original Lightning cable is expensive, but it is a guarantee stable work your device. In addition to Apple, there are many other manufacturers whose chargers are approved for use with Apple appliances. Among them are Belkin, Ozaki, Griffin, Incase, Mophie. Typically, a high-quality Lightning cable costs at least 1,000 rubles. But in any case, before buying a Lightning cable, you should decide on the manufacturer and check the approximate cost on its website charger... Let me remind you that buying a fake Lightning cable runs the risk of voiding your iPhone, iPad or iPod warranty.

Purchase

To avoid possible occurrence problems with Apple appliances, first of all I recommend that you decide on the place of purchase. Read user reviews about different stores, study the range, compare prices. Not everyone knows that Apple itself conducts trading in Russia only through its online store. There are no Apple retail stores in Moscow or any other city in our country. The Apple Shop, recently opened in Moscow's Central Department Store, is different from the Apple Store, a full-fledged Apple retail store. Apple Shop - shops of the shop-in-shop format, they operate on the territory of large shopping centers around the world. We have already written about.

Since I myself work in an Authorized Reseller store, I recommend choosing a seller that Apple knows about. Such a store must be either Authorized or Premium Reseller. The device purchased in one of these stores will have an official Apple warranty for a year and certification in Russia. These stores receive equipment from Apple official distributors, DiHouse, Marvel, Merlion and OCS Distribution. Some resellers, for example Svyaznoy or MVideo, receive equipment from Apple bypassing distributors. But this is already an internal kitchen. Finding one of these stores in your city is easy. Apple has a page to help you locate the nearest Authorized Reseller or Certified Service Provider. All Apple appliances sold in such stores have Russian certification, and with it an official warranty for a year.

International guarantee

Let's deal with another common concept - an international guarantee. When we talk about a warranty that provides a complete replacement of the device, the concept of "worldwide warranty" ceases to apply to anyone Apple devices... Authorized service centers do not repair problem equipment: your iPhone or iPad is always replaced with new ones. The only exceptions are special programs for repair. So it was with iPhone batteries 5, with the iPhone 6, which moved out the front camera, the same happened with the iPhone 6 Plus - its main camera module stopped focusing. This decision by Apple is due to the number of problematic devices. Since the company is launching a program to replace components, then the number of problematic devices is so great that Apple is not able to replace them with new ones. In this case, the worldwide guarantee comes into force. If your device falls under one of these programs, then you can have your device repaired for free at an authorized service center. And it doesn't matter in which country it was purchased. To clarify the model and the procedure for repairing your device, you need to refer to the Apple website or company support again. Russian-speaking specialists will answer all your questions.

A user whose device was purchased outside of Russia is more dependent on the service center he contacts. Here's a solution for warranty service your non-PCT device is accepted by SC specialists. But if there is still hope with the "Europeans", since some SCs work with them, then the service center is unlikely to be able to accept the rest of the devices for warranty. Authorized SCs throughout the country have the ability to send non-PCT equipment to the United States, where all warranty procedures will be performed with them. But you need to ask about this from the specialists of the service center.

Key points:

1. Purchase Apple equipment in Russia and from official resellers. IPhones break down frequently. It's nice to receive in exchange for a completely defective new gadget no hassle.

2. Use quality accessories. Chinese cables will bring your device to the grave and even official certification will not help it.

3. You can always exchange a broken phone for a new one with an additional charge. Paid replacement is the most convenient way to solve problems with Apple appliances.

4. The world guarantee is a common myth.

5. For answers to most questions there is a Russian-speaking Apple support - 88003335173.