14 DAY TRIAL // Earlier today we highlighted a forum thread where multiple iPhone 6 owners reported scratched screens, despite taking good care of their handsets. While we can’t confirm whether or not this issue is indeed real, it appears that at least some customers went and had their phones exchanged.
Several customers on that thread claim to have successfully swapped their scratched iPhones for new ones, though we can’t be sure they’re telling the truth.
For example, it’s hard to believe this particular claim made by Ivoryspringer: “Well I sent mine back and got my money back. I'm back using my 4s. I have to say it's a relief to be using a phone that I dont [sic] have to worry about scratching and that I can sit down with in my pocket.”
That being said, we also can’t prove these reports aren’t true. But there’s one thing we can report with greater confidence, namely that Apple’s policy is for each customer to pay for their display replacement or repair.
Screen damage policy and AppleCare
On the iPhone Support section of its website, Apple says “Accidents happen. Sometimes a screen can get cracked or shattered. We’re here to help.” The promise sounds encouraging, to say the least.
However, scroll down a few more lines and you’ll soon find out that swapping your old screen for a new one will cost in excess of $100 / €100 for iPhone 6 devices, and around $130 / €130 for iPhone 6 Plus, iPhone 5s, iPhone 5c, and iPhone 5. It isn’t clear why the prices are higher for older models, but we’re not here to analyze that.
Customers with AppleCare+ coverage will obviously pay less, or nothing, depending on their situation. However, the AppleCare+ service itself is actually more expensive than the screen replacement service, and Apple may even charge you a $79 / €79 service fee if you’re responsible for the damage.
Which begs the question: are screen scuffs your fault, or Apple’s?
What does "Ion-strengthened" mean anyway?
Once every two years, Apple advertises a stronger, more durable screen. Not only for the iPhone but for the iPad as well.
Apple covers the screen of this year's iPhones with "ion-strengthened" glass created using a potassium bath. These characteristics are advertised by the Cupertino giant in a way to make the customer believe that the glass on the iPhone 6 is superior to other glasses, and that it will be resistant to wear and tear. In all fairness, it could well be true. However, a customer pulling out their phone to notice scuffs like these will undoubtedly feel cheated.
The truth lies somewhere in the middle, obviously. The safest approach is to take good care of the phone. We can confirm that it doesn’t get easily scratched if you handle it with care, but different people have different ways of using their phone. It’s up to Apple to assess the most frequent real-life occurrences, and determine whether or not the customer is to blame for damage.
