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Insurance claim

User_1234567
I've been here awhile

Feels like legal fraud

I broke the back glass of my phone 12pro a month ago and i have the premium device protection plan so I went to rogers store they sent me to apple service centre and the guy told me my phone is not covered with apple care.

So I called rogers they transferred me to apple care and after 15 days of their research I found out that my phone have different IMEI no. than the IMEI registered on premium protection plan and when i called the customer care after talking about the issue supervisor told me that they can not do anything about it because there so such thing happen before and they don’t know what to do about it.

My phone is on lease I am paying monthly instalment of my phone including 19$ of premium protection plan for almost last 2 years and now I am in a situation where I have broken phone with upfront payment of 562$ and the insurance is not able to cover it. So, i have to pay 900$ to fix it plus 562$ and I already paying 50$ every month for last 22 months.

I don’t know what is the solution for this and this phone ends up costing me over 2500$.

I bought this phone on 2 October 2021 in person from rogers store.

 

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6 REPLIES 6

Re: Insurance claim

Pauly
Resident Expert
Resident Expert

If broken glass is not covered under apple care then its not covered no matter how many times you call or escalate the issue, why not just pay the apple technician to replace the broken glass and move on?   yes its an inconvenience but its part of owning such a very popular in demand flagship phone.  You can ask the apple people what your apple care covers if you have one of those peoblems it will probably be covered.   Also speak to the rogers office of the president, they can fix the imei on your account

Re: Insurance claim

mebe
I'm a trusted contributor

Let's start at the beginning, with your visit to the Apple service centre. What did the person check to determine that your phone was not covered by Apple Care? Did he simply take your phone and look at the serial number on the back of the phone (next to IC letters, perhaps), or did he check your phone settings for the IMEI and serial numbers?

Does your Rogers bill include the phone's serial # or IMEI # ?

Have you ever had your phone repaired before, and you were sent a replacement phone (which would have a different IMEI and serial number that might have been referenced on your file - perhaps causing this mixup)?

When you called Apple, how did Apple determine that your IMEI # wasn't the same one on file? If you were asked to tell them the IMEI # (by checking the settings), why couldn't they tell you right away that the IMEI numbers were different? Waiting 15 days for that information is ridiculous!

Perhaps the phone sold to you was in the wrong box, with a different serial number on it (than your actual phone).

Perhaps the Rogers store simply entered the wrong information into your file at the time of your purchase.

With all of these questions that I have for you, it's not surprising that the Rogers supervisor simply gave up.

Once you know, or think you know, some of the answers to my questions, you might be closer to getting this resolved by Apple, or with the help of a different Rogers Supervisor, and perhaps with the help of an Office of the President agent.

Instead of calling Rogers, you can reach a Supervisor by simply scrolling down the page to "Contact Us" and then after clicking it, and arriving on another page, scroll down near the bottom to "Share a Concern" and click it. Then simply summarize your post and wait for a response (hopefully within 3 business days).

You paid your insurance fee each month, so hopefully Apple will be able to sort this mess out. If not, you might have to file a complaint with CCTS.

Sincerely,
Tim Apple

Re: Insurance claim

User_1234567
I've been here awhile
Premium protection plan includes theft, lost and repair.
Yes I asked the apple guy about it and then they asked for my current rogers bill and screen shot of rogers app that shows that I have premium protection plan and told me to wait for 10 days.
after 10 days when i called back to apple they did a screen share and then we both found that the IMEI no. Is different on my bill.
I called rogers again and ask to fix the issue or update/change IMEI no. They told me there is no option to do that.

Re: Insurance claim

Pauly
Resident Expert
Resident Expert

what bill? your monthly cellular phone bill? if so that bill does not display your imei,  the purchase reciept bill?  the purchase bill should match the imei of your phone, you should have checked this at the time of purchase, if not take it back to the store you bought it from and have them fix it

Re: Insurance claim

User_1234567
I've been here awhile
He checked the serial no. From phone settings.
My rogers bill includes the phone IMEI no.

This is the original phone that i got from rogers store and there is no repair or replacement done.
We did a screen share and he gave me the directions to see the IMEI no.

In First call with apple I didn’t knew that I have different IMEI no.
Apple asked a proof that I have premium protection plan that covers apple care, theft and loss then they ask for my my latest rogers bill and a screen shot from the phone app which showed the coverage. After providing all the documents through email they told me to wait for 10 days and my phone will get covered in apple care.

After 10 days when i called back to apple they did a screen share and then we both found that the IMEI no. Is different.

Then I called rogers to fix this issue they told me get the proof of purchase from the store and after I called the store they said that they don’t keep records of purchases more than 1 year.
And, I really appreciate your suggestion thanks.

Re: Insurance claim

mebe
I'm a trusted contributor
I assumed that the serial number would be on the Rogers store bill, so that the customer could easily check the settings to see that they match. I think there's a special code that needs to be entered to see the IMEI number, so most people probably wouldn't even bother checking for a match.

If the Rogers Office of the President agent refuses to cut through the red tape, perhaps Apple has something similar to escalate this dispute to.

CCTS would probably just refer you to the Office of the President department, so that seems like a long shot.

Some people in this situation might contact a TV News consumer affairs person to make a few pressure phone calls to try to publicly shame the two companies involved, until one of them did the "right" thing.

At least this thread will help educate other Apple users who might otherwise end up in the same situation.

IMEI ... Even an Apple a day, can't keep this cancer away.
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