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radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
A month ago the Apple Care + insurance for my iPad Pro M1 1 TB (2021) disappeared.

The Apple support was not helpful.
They said it will be reactivated ? but it did not show up again.

Are there other users out there confronted with the same problem ?
 

radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
Sometimes Settings - General - About don’t show AppleCare+ status properly.

You can check the coverage manually on Apple’s website using your iPad’s serial number.

Nope - they write "the serial number belongs to a device that was replaced".

But it is the iPad Pro M1 I bought. Nothing replaced.
 

0128672

Cancelled
Apr 16, 2020
5,962
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Have you spoken with someone on the Applecare Admin team, not just general support?
And what shows if you log into mysupport.apple.com?
 

radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
Have you spoken with someone on the Applecare Admin team, not just general support?
And what shows if you log into mysupport.apple.com?
I spoke to the AppleCare Admin team.
mysupport.apple.com: "data currently now available"

My be it is a new "innovative way" to "help" their customers losing money.
 
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0128672

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Apr 16, 2020
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I spoke to the AppleCare Admin team.
mysupport.apple.com: "data currently now available"

My be it is a new "innovative way" to "help" their customers losing money.
Did the Admin team say it would be reactivated today? I wonder if the status will change tomorrow.
Regardless, if you have your Proof of Coverage and the serial number matches, you'd still be able to file a claim/gets repairs/support, etc.
 

radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
Did the Admin team say it would be reactivated today? I wonder if the status will change tomorrow.
Regardless, if you have your Proof of Coverage and the serial number matches, you'd still be able to file a claim/gets repairs/support, etc.
I hope you are right. The admin team said it will last 7 days - but the time is over.
Nevertheless I have to decide if the trouble is worth it.

Usually I never work again with people who betray me.
But Apple at all is not some ruthless people working for them.

May be I will send back the iphone 14 pro max and the tomorrow arriving apple watch ultra.
 

bob_zz123

macrumors regular
Nov 23, 2017
119
150
May be you're being a bit dramatic? It turns out that sometimes administrative issues happen, you've spoken to the right team who said they'll get it fixed. Sometimes these things take a few days.
 
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radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
May be you're being a bit dramatic? It turns out that sometimes administrative issues happen, you've spoken to the right team who said they'll get it fixed. Sometimes these things take a few days.
I hope you are right. But 8 days to reactivate a wrongly deactivated AppleCare+ - come on.
 

HDFan

Contributor
Jun 30, 2007
6,947
3,072
Nope - they write "the serial number belongs to a device that was replaced".

But it is the iPad Pro M1 I bought. Nothing replaced.

You bought it directly from Apple? The packaging indicated that it was new?
 

abecker

macrumors member
Feb 27, 2008
75
10
I had this happen once. Somehow they had a record of my iPad being replaced when it hadn't even ever had service. Only reason I noticed was the note in Settings->General->About.

It took a few days but they were able to reinstate it. I think at most I had to send a copy of my receipt and AppleCare proof of warranty.
 
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radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
In what way? If they say it takes 7 days what do they say when that period is over and you call them?
Customers are not chess-figures for eval personal of a big company.
We all have to fulfill our contracts.
I called them more than enough.

I gave the material to a lawyer, not to make money (may be I will lose money).
But even the personal behind an international company have to accept that customers have rights.
We should get what we pay for.
 

HDFan

Contributor
Jun 30, 2007
6,947
3,072
called them more than enough.

We should get what we pay for.

If you want results you have to work the issue while being aware of corporate policies. See post


It took months and many, many calls to solve the issue, but it was eventually solved.

For positive results you have to work the issue. Not doing the work or ranting won't get you your desired result.
 

0128672

Cancelled
Apr 16, 2020
5,962
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And who knows what happens on that Applecare team when a new product is released. Maybe there was a deluge of Applecare admin requests and they're swamped. They're not robots and they're not perfect. Maybe there was a deeper issue with OP's coverage that needed additional research. And not saying this applies to the OP in any way, but sometimes people just want to rant with no intention of submitting issue feedback to Apple or following through until an issue is resolved. It's OK to give up when it feels like too much effort, but maybe that's when the complaining needs to stop too.

If this was my issue to deal with, I'd be following up regularly and telling the admin team if I don't get a response by xxx date, I will be following up; what's the best way to reach you, if it's not resolved by xxx date, what's the escalation path, etc. That said, I've always had great customer service from the AC admin team, everything from cancelling AC+, to a transfer, and adding an Apple Pencil to my iPad coverage. They've been upbeat, cheerful and highly responsive. But like all customer service relationships, it takes two.
 

radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
And who knows what happens on that Applecare team when a new product is released. Maybe there was a deluge of Applecare admin requests and they're swamped. They're not robots and they're not perfect. Maybe there was a deeper issue with OP's coverage that needed additional research. And not saying this applies to the OP in any way, but sometimes people just want to rant with no intention of submitting issue feedback to Apple or following through until an issue is resolved. It's OK to give up when it feels like too much effort, but maybe that's when the complaining needs to stop too.

If this was my issue to deal with, I'd be following up regularly and telling the admin team if I don't get a response by xxx date, I will be following up; what's the best way to reach you, if it's not resolved by xxx date, what's the escalation path, etc. That said, I've always had great customer service from the AC admin team, everything from cancelling AC+, to a transfer, and adding an Apple Pencil to my iPad coverage. They've been upbeat, cheerful and highly responsive. But like all customer service relationships, it takes two.
Yes there is one part fulfilling the contract, that's me - ipaid for the apple care + and there is the other part, employees of Apple trying to forget the insurance.

There is only one solution - the reactivation of the apple care +.
Three ( 3 ) Phone Calls over 3 hours should be enough to solve the problem.

My lawyer told me until now that is only a 'computer and database' problem.
When the iPad Pro breaks he will solve it.

I opened this thread to make other users aware of the possible problem.
 

bob_zz123

macrumors regular
Nov 23, 2017
119
150
I don't think that employees of Apple go to work every day with a mindset to "forget" your AppleCare+ agreement. I used to be one, and, let me tell you, I had far more important thoughts in my mind than "forgetting" customers' agreements. I think you are being dramatic here for no reason and making a mountain out of a barely-an-issue.

There was a system issue, it'll get resolved, if not then you can politely ask for it to be escalated and then it'll get resolved. I agree that you shouldn't have to jump through hoops, it shouldn't happen for sure, but you're living in cloud cuckoo land if you think that Apple employees are deliberately out to get you.
 

radus

macrumors 6502a
Original poster
Jan 12, 2009
714
438
I don't think that employees of Apple go to work every day with a mindset to "forget" your AppleCare+ agreement. I used to be one, and, let me tell you, I had far more important thoughts in my mind than "forgetting" customers' agreements. I think you are being dramatic here for no reason and making a mountain out of a barely-an-issue.

There was a system issue, it'll get resolved, if not then you can politely ask for it to be escalated and then it'll get resolved. I agree that you shouldn't have to jump through hoops, it shouldn't happen for sure, but you're living in cloud cuckoo land if you think that Apple employees are deliberately out to get you.

Please don't break it down to the person.
I do not think it is against me in person.
If they treat one person in that matter, they do the same to others.

This can be a problem for all of us.
How does a multinational company treats paying customers?

May be the employees want to help their company to make more money ?
May be the got the order 'forget as many insurance contracts as possible' ?
I do not know.

I have more than once very politely asked to solve the problem.
 
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StageMomma

macrumors member
Nov 29, 2019
98
111
South Carolina
You'll need to request updates to getting this resolved for a few weeks. Your serial number was likely mistakenly typed in by a tech who was swapping another persons ipad out for a new one. Now the chain has been screwed up as your applecare followed the new device that apple believes it was swapped with. It can be resolved but you need to egt to the right people. Ask to speak to a tier 2 advisor to start with. Good luck
 
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