On Friday I was filling up my car’s tank at the local gas station. I set my keys and iPhone on the trunk. The phone started to slip a bit, so I pushed it up a little further and then turned to pick up the pump handle. When I turned back around, I thought that someone had grabbed my phone while my back was turned. Then I looked down. My iPhone had hit the concrete. This is a picture that I took when I got home.
The touchscreen still worked, but I was afraid that the glass shards would all fall out at any moment. I made a Genius Bar appointment for a few hours later at at my local Apple Store to see what could be done.
The Genius indicated that the back glass could be replaced relatively easily, but with broken front glass the whole phone would need to be replaced. The usual cost for this replacement is $199. The Apple Genius checked out the serial number on my phone, saw that it was still covered under Apple Care and that this was the first time that I had come in with a broken phone. I was accepted a one time offer of a new iPhone for free.
Brilliant customer service = relentless customer loyalty