AppleCare+ Coverage on Mac Cable – I need help ,plz

Hello everyone,

I’m a MacBook Pro user and a long-time Apple customer. I’m sharing an experience here in hopes of understanding how AppleCare+ coverage and communication work across different situations. I’ve seen others share similar stories, and I hope this helps others too.

1. Apple Store visit and AppleCare contact (March 22):

I visited an Apple Store regarding a Mac charging cable that showed exposed metal through regular daily use. I was told that AppleCare+ does not cover accessories, and that such damage would not occur under normal conditions. I found the explanation unclear, so I contacted the AppleCare hotline to ask for further help.

My case was assigned to a senior advisor, who said that more time would be needed to review the situation. As I was leaving the store, the same staff member added that they personally believed the damage could have been caused by normal use. However, no resolution was provided at the time.

2. Discussion with advisor (March 25):

Later, the advisor shared that they had discussed the issue with their manager and explained the following:

“If the damage is not too serious, a replacement could be possible under exception; if it’s too severe, it may not be approved.”

Unfortunately, due to an upload issue, the advisor couldn’t access the photos I submitted. I was told they would follow up internally, but I didn’t receive any further updates afterward.

3. Case reassignment and missing context:

When I contacted AppleCare again for an unrelated matter, I learned that my case had been reassigned. The new representative seemed unaware of the previous advisor’s statement. While my emails were visible, the prior context didn’t appear to have been recorded. This caused some confusion.

4. Response from another representative:

The case was then handled by another representative, who acknowledged the history and told me my comments would be passed along. When I asked whether the earlier advisor’s statement would be considered, I didn’t receive confirmation. I understand that all calls are recorded, so I was unsure how this part was handled.

5. Question about policy understanding:

I reviewed the AppleCare+ agreement and noticed that it mentions coverage includes Apple-branded accessories in the original packaging. This led me to wonder whether the initial response I received at the store was fully aligned with the policy.

I shared this with the representative, who noted my comments but didn’t offer further clarification.

These experiences left me uncertain about how advisor communications and coverage details are tracked internally. I continue to be a supporter of Apple, and I hope this post can help bring clarity — not just for myself, but for anyone in a similar situation.

Thank you.