Thanks for contacting AppleCare chat support. My name is Mikka. Please give me a moment to look over your information.

Mikka, case # 776753103

Thanks for contacting AppleCare chat support. My name is Mikka. Please give me a moment to look over your information.

Mikka: Hey there Alexey! Just in case this chat becomes disconnected please chat us back at getsupport.apple.com. When you chat back in, please reference your case number: 776753103. This will give the next advisor immediate access to my case notes and your case history.

Mikka: What can I assist you with today?

Me: Hello! First of all, I apologize in advance for that I might disappear for some time or at all: my internet connection is a bit wonky but nothing can be done both that. Now, the problem. Long story short: my iPhone 6 was updating to iOS 8.2 when it got the «red screen of death» issue. Trying to restore the phone in normal and recovery mode had no effect, neither had trying to update it once more. I was chatting with Apple Support a few days back, but my internet connection kept crashing. The number I was given is 774314303 (I hope I wrote it right). Another thing: I went searching for additional info on the problem and found out that the issue can caused by a cracked (?) proxy cable and/or some other physical damages to the insides of the phone. Can it be..?

Mikka: So if I’m understanding correctly, you were updating your device and it flashed to a red screen and will not restore and you are wanting to know the cause of this, is that correct?

Me: Yes. I can't even turn it on (constant rebooting with the red flash). What may be the problem? Are there any ways to solve it?

Mikka: I’m sorry to hear you are having issues with the device powering on and are unable to get the device to restore. I completely understand your concern for wanting to know the cause of this issue. I’m actually not sure of the specifics of what has caused the device to flash to the red screen and not restores, as this sounds like a hardware failure.

Mikka: In technical support we are trained to troubleshoot the issue and set up a repair if it cannot be resolved with troubleshooting. Since you have already tried restoring the device and have also spoke with previous advisors about the issue, the next step would be to set up service for the device.

Mikka: What country are you currently located in?

Me: There's a problem with this "setting up service for the devise" thing that is actually a great idea. I'm currently in Belarus with little to no chances of leaving the country any time soon. Any ideas?

Mikka: Are you able to send the device to a friend or family member in another country?

Me: I think so. I could ask someone I trust to do this. If you don't mind, I would like to ask two questions: what will be needed (packaging, anything apart from the box aте the phone, etc.) and which country is preferable (if there is any preference)?

Mikka: The packing depends on how you choose to have the device repaired. Depending on which country you have the device serviced in, we have mail in repair options or you can also visit an Apple Store. For the mail-in repair options, we send you the box to ship the device to us. We also require Find My iPhone to be turned off for this device.

Mikka: Let me check to see what countries the device can be serviced in.

Mikka: What country was your device purchased in?

Mikka: Are you still there?

Me: Yes, just a moment: I'm not the fastest at typing:(

Mikka: OK.

Me: I do understand why Find My iPhone should be turned off (there're reasons and company policy, nothing against that). I would surely do that, but there's no way to get the to it through iPhone's menu as I just can't turn the phone on. I guess it was turned off... Sorry, I have no idea. Anyway, the idea of visiting an Apple Store seems nicer but I'm not the one choosing (it's up to my father). Furthermore, I wasn't told where the phone was purchased, though I could look on the box it came in. If any information is needed, I'll happily share it with you. Give me a second.

Me: "Apple Distribution International, Hollyhill Industrial Estate, Cork, Ireland". That's what it says on the box.

Mikka: We can actually sign into the iCloud website from a computer with your Apple ID and password and remove the device from the iCloud account which turns off Find My iPhone.

Mikka: The device was manufactured in Ireland but I believe it was sold in France. Is this the country you will be sending the device to for service?

Me: Oh, sorry, I didn't actually know that there's a way. My bad. I'll turn it off in a minute. As far as the choice of the country goes... I'm sorry, I just don't know where my father or his fellow workers will go next (they'll take the phone to repair it), so I can't tell. I'm sorry.

Mikka: I see. There are over 20 other countries that this device can be serviced in. We’ll need to know the location to determine whether or not service is available in the country he will be traveling to.

Me: Okay. now I get it, sorry. My guess is that is can be serviced in most of Western Europe (like France, Italy, England, etc.). I know neither if you could tell me the list of those countries nor where my father could take the phone. Tough, eh? Anyway, if it was France... Can it be serviced there?

Mikka: Yes, the device can be serviced in the country of Europe.

Me: So I should just get the phone to an Apple Store there and it will be serviced? If I may, another question: how long does the service process usually take? How long do you think will it take in this case?

Mikka: Yes, you can schedule a Genius Bar appointment at an Apple Store in Europe and receive assistance with the device. The device will need to be inspected and if the issue can be resolved, then the device will be repaired and returned to you. This usually takes place the same day of your appointment or following day. If the device is not repairable, it will be replaced which depends on the stock in the store, but they should have your device in stock to replace it.

Me: That's really quick, I must say. Okay, so the question now is how does one schedule a Genius Bar appointment? How does it work?

Mikka: You can chat with a technical support advisor, contact phone support, or download the Apple Store app on your device and schedule the appointment yourself.

Дата добавления: 2015-09-29