iPad 3 issues (addressed from executive relations)

Discussion in 'iPad' started by kangsw2, May 8, 2012.

  1. kangsw2, May 8, 2012
    Last edited: May 8, 2012

    macrumors newbie

    Joined:
    Apr 24, 2012
    #1
    I sent an email to Tim Cook to initiate a service from executive relations.

    the guy(Nelson) told me he is going to give a notice on the order ( so the factory worker/manager will check for the dead pixel, dust, yellow tint, etc)

    I got an iPad today ( guess what? )

    This iPad had three big dusts in the middle of the screen and green pixel and little crack on the bottom side of the iPad (wow)

    So, I called him again, told the issue.

    Now he said this is normal in the manufacturing process and there is no guarantee for the customer to receive normal one.

    Please keep in mind I will disregard anything that is not related on this thread and this thread is for informative purpose.. not for some people who start to fight


    UPDATED:

    Executive relation said " Apple do not make a perfect device for your satisfaction. There are devices

    that have dusts, debris, dead pixels, tints but these meets our manufacture standard and

    the reason if applecare or genius bar exchange /refurb for these variation, this is solely for customer service".

    He mentioned about the issue what we call "defect" is a simple variation from factory. So there is NO! DEFECTS EVER from APPLE DEVICES.

    I also told this guy about posting this on Macrumors thread. He said " if our device that has variation does not meet people's standard, you can move on but returning and exchange or anything is up to them"
     
  2. macrumors 65816

    Joined:
    Jul 29, 2010
    #2
    Thanks and please keep us informed... along with the other 60 threads just like this on the 1st page.
     
  3. macrumors 6502

    Eadfrith

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    Nov 3, 2011
    Location:
    Lindisfarena
  4. macrumors member

    Joined:
    Nov 26, 2008
    #4
    You didn't really believe that someone at the factory would specifically check an iPad specifically for you did you? And then track that iPad through packaging, despatch and shipping so that you receive that specific device?

    Never going to happen.
     
  5. thread starter macrumors newbie

    Joined:
    Apr 24, 2012
    #5
    Already sent back! :)

    Oh? Do you work for executive relation? if not, please do not create non sense..
     
  6. macrumors 6502a

    spcdust

    Joined:
    May 6, 2008
    Location:
    London, UK
    #6
    Alas, whilst dealing with Executive Relations is a good route to go I had the exact same experience when I had issues with my 2009 iMac - the replacement was worse than the one they were replacing. My advice though is to keep on good terms with your contact, express your disappointment and they will bend over backwards to assist you. It may take longer than you anticipated but hopefully it will get sorted.
     
  7. Eadfrith, May 8, 2012
    Last edited: May 8, 2012

    macrumors 6502

    Eadfrith

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    Lindisfarena
  8. macrumors 6502a

    sinser

    Joined:
    Sep 16, 2003
    #8
    To me the answer was fair. Did you really expect Apple to specifically manufactur a PERFECT device to meet your own quality standards ? This is an industrial, mass made product and there will always be some deviations of one product from an other.
     
  9. macrumors 68000

    spiderman0616

    Joined:
    Aug 1, 2010
    #9
    Yes, they had to choose between a retina display that was available to be manufactured and a retina display that wasn't. In the end, you still got a retina display. So Plan B ended up being really the only available plan.
     
  10. macrumors 6502a

    TheWheelMan

    Joined:
    Mar 15, 2011
    #10
    Nonsense is expecting to get special VIP treatment above everyone else. :eek:
     
  11. thread starter macrumors newbie

    Joined:
    Apr 24, 2012
    #11
    There is nothing mentioned about getting VIP treatment and I am posting this to let people know. Nonsense to see your reply.
     
  12. macrumors 68000

    Sylon

    Joined:
    Feb 26, 2012
    Location:
    Michigan/Ohio, USA
    #12

    Not to mention, they are made by irregular employees picked up from outside on a daily basis, barely given any training, then asked to make the most popular piece of tech for the masses. Thats a receipe for disaster, yet somehow Apple has gotten away with it all these years without too much trouble. You are not going to get perfection like this, but they seem to be doing alright so far.
     
  13. macrumors member

    Joined:
    Apr 21, 2012
    #13


    In my experience their customer service is pretty good. They swapped out two for me and were pretty up front that all of these devices have some screen issues. I think it is new technology with QC issues plain and simple. They will get it right next generation, but this one is the guinea pig. Sooo, you either get one that you can live with, or stay with the 2 until the 4 comes out. This one is all about compromises that you either make or move on.
     
  14. Defender2010, May 8, 2012
    Last edited: May 8, 2012

    macrumors 68000

    Defender2010

    Joined:
    Jun 6, 2010
    Location:
    England
    #14
    Agreeing with "The Special One" above:
    Like I said at the release of this iPad, this device is a "crossover" type one. Like the first ipad was. ie...they are seeing how many retina displays they can mass produce, pulling statistics from complaints such as those seen here and balancing it out against produced numbers etc etc. It's the marketing that still pulls the customers in...we, the consumers are the guinea pigs. Apple act like they care about us, the customer, but they actually don't....if you believe they do, you are mistaken. It's all smoke and mirrors.

    Next device, they will have worked out the screen issues and the device should be better overall. Until then, either you live with the problems, or you don't buy one...your choice! I am pretty happy with my current iPad, the screen is good, it does have a little "tint" but I don't care. I know I ll sell it in 10 months and get the next one, so putting myself through this replacement cycle is not something I want to do, worry about or fret over. It's only going to sit in my apartment and be a handy coffee table device. Hardly seems worth the hassle of exchanging again and again. The novelty is fast wearing off. The iPhone is more important to me.
     
  15. macrumors 6502

    Ipadfever

    Joined:
    Apr 22, 2012
  16. macrumors 6502a

    Joined:
    Mar 31, 2012
    #16
    Do you go actively looking for the dust or is it something you just notice without trying?
     
  17. thread starter macrumors newbie

    Joined:
    Apr 24, 2012
    #17
    shenzhen cn
     
  18. macrumors 6502

    Joined:
    Aug 25, 2009
    Location:
    San Francisco-Twin Peaks
    #18
    I had the total opposite experience when I emailed Tim Cook. I hope everything works out for you.
     
  19. macrumors member

    Joined:
    Mar 29, 2012
    #19
    pretty much same as op's experience here. the replacement "sent" by executive relations was absolutely horrible, one of the worst ipad 3 units i've experienced.
     
  20. macrumors 6502

    Ipadfever

    Joined:
    Apr 22, 2012
    #20
    Where did yours come from in china and did you return it?
     
  21. macrumors newbie

    Joined:
    Apr 18, 2012
    #21
    Origially posted by spcdust

    "Alas, whilst dealing with Executive Relations is a good route to go I had the exact same experience when I had issues with my 2009 iMac - the replacement was worse than the one they were replacing. My advice though is to keep on good terms with your contact, express your disappointment and they will bend over backwards to assist you. It may take longer than you anticipated but hopefully it will get sorted."

    What a statement-wtf
    So just keep your pos ,be happy,be a good fanboy and hopefully apple uses lubricant while they are screwing you.
    This is unbelievable,again apple taking the route of gm in 60's and 70's
    800 bucks for a device and put up with this crap?
    Ok fanboys-not on my dime
     
  22. macrumors member

    Joined:
    Mar 29, 2012
    #22
    yes, sent from china. i returned it immediately and asked for it to be sent back to my executive relations representative.
     
  23. macrumors 68000

    Defender2010

    Joined:
    Jun 6, 2010
    Location:
    England
    #23
    If you really buy the whole "executive customer relations" title, you really are a fool. They are still just customer service staff....dressed in a silly title, and they really don't give a damn about what quality of screen you get, as long as you get out of their hair. In the UK, even Carphone Warehouse and Currys/Pc World have these titles, and it means diddly squat! Their knowledge and skills are just as low as any other staff member, but if you are happy to have the wool pulled over your eyes, go ahead.
    Now, I am off to speak to the Starbucks executive customer relations staff as my latte is a bit weak. They are standing behind the counter as I speak....oh, didn't you just make this drink? (Badly)
    Some people will buy anything someone on the phone says, really, get real it's 2012! If they really cared about your iPad quality the replacement would be perfect, but all they do is hit a button and send a new random one to you. No executive required! Pah!

    ----------

    What did he do then? Drive over to San Fran and blow you?
     
  24. macrumors 6502

    Joined:
    Aug 25, 2009
    Location:
    San Francisco-Twin Peaks
    #24
    This fantasy world(as you call it) got me a perfect iPad. So I will keep living in it. Thank you...
     
  25. macrumors 604

    mcdj

    Joined:
    Jul 10, 2007
    Location:
    NYC
    #25
    I got involved with one of those executive relations guys. I didn't get any offer to have a hand picked iPad sent to me. He asked me to email pics of the screen, which I did. He said he was going to forward them to "engineering"...aka the guy in the next booth at the call center. Engineering reported back that my clearly dodgy screen was "within spec". The upside is they didn't spin my wheels by sending me a worse one.

    Apple CS talks a warm fuzzy game, but they're no where near as warm and fuzzy as they were 5 years ago. They're too big now. They can't afford warm and fuzzy on the scale of customers they have these days.

    Wait a minute. They're a multi billion dollar company, and by all accounts, they're idly sitting on the majority of their vast fortune. Aside from creative tax sheltering and a few million here and there in R&D, what are they doing with these billions? They can afford to keep up the warm and fuzzy, and the QC. They seem to be choosing otherwise.
     

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