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Cracked in my hands...

Escalate escalate escalate.

Apple CAN waive their own policies and replace whatever they want... I had them do it on a MBP once due to a stuck pixel right dead centre of the screen that drove me nuts as I edit all day long.

Be polite, be firm, escalate.
 
James L said:
Escalate escalate escalate.

Apple CAN waive their own policies and replace whatever they want... I had them do it on a MBP once due to a stuck pixel right dead centre of the screen that drove me nuts as I edit all day long.

Be polite, be firm, escalate.
Click to expand...

Exactly, and that's what I plan to do. I've been on the other end of customer service so I have a feel for dealing with things like this.

I've emailed Tim Cook and I just spoke with the nicest person at Apple Customer relations who treated me like I expected to be treated at the retail store. I explained that an acceptable outcome would be that I would pay for the AppleCare Plus but they refund the cost of the replacement device. I also expressed that I would like the device examined further but I don't know how likely that will be.

Because this was done through the retail store however, she had to call the store manager who denied the request. She's sending me two Apple tee shirts for my daughters and said she will follow up with me and see if there is anything else she can do.

I find it a bit peculiar they can't trump the retail store, however we'll see if the Executive support staff can do anything else.
 
bpd115 said:
Exactly, and that's what I plan to do. I've been on the other end of customer service so I have a feel for dealing with things like this.

I've emailed Tim Cook and I just spoke with the nicest person at Apple Customer relations who treated me like I expected to be treated at the retail store. I explained that an acceptable outcome would be that I would pay for the AppleCare Plus but they refund the cost of the replacement device. I also expressed that I would like the device examined further but I don't know how likely that will be.

Because this was done through the retail store however, she had to call the store manager who denied the request. She's sending me two Apple tee shirts for my daughters and said she will follow up with me and see if there is anything else she can do.

I find it a bit peculiar they can't trump the retail store, however we'll see if the Executive support staff can do anything else.
Click to expand...

Ask to talk to customer relations senior adviser.. They always helped me out
 
The main thing here is that retail stores see this kind of thing, and 99.9% of the time the device has been damaged by negligence and the person is trying to get a free fix.
Example: https://forums.macrumors.com/threads/1354129/

So it's up to the OP to convince Apple that he's the 0.1% and that's going to be tough. It certainly looks like a device that was simply broken by the user.

I've heard pretty convincing stores about flat panel TVs that probably received some difficult to detect damage in transit. Power them up and get them to full temperature and they spider crack all over.
 
I believe the OP. Mine has a small crack in one of the corners and I have treated it like a new born baby. I have an IPad 2 as well that I have literally taken around the world with no problem. Both are in otterboxes too. I have apple care but the crack is not annoying quite yet. It cracked the third day I had it.
 
brentsg said:
The main thing here is that retail stores see this kind of thing, and 99.9% of the time the device has been damaged by negligence and the person is trying to get a free fix.
Example: https://forums.macrumors.com/threads/1354129/

So it's up to the OP to convince Apple that he's the 0.1% and that's going to be tough. It certainly looks like a device that was simply broken by the user.

I've heard pretty convincing stores about flat panel TVs that probably received some difficult to detect damage in transit. Power them up and get them to full temperature and they spider crack all over.
Click to expand...

I agree with most of this and you are correct, most of the time it's someone like in the thread you linked trying to cheat the system if you will. I will also say that we're dealing with glass here. I've had a piece of microwave popcorn pop and break a glass rotating table in a microwave. Sometimes glass just has a weak point.

And I guess technically it was 'broken by the user', however it wasn't broken due to abuse, negligence, or 'accidental damage'.

If I was lying, I'd probably call it quits by now after my first attempt at getting this replaced under warranty failed, but I'm not. I'm sticking to my guns. I guess I should be thankful I didn't cut my thumb on broken glass.
 
bpd115 said:
Exactly, and that's what I plan to do. I've been on the other end of customer service so I have a feel for dealing with things like this.
Click to expand...

If you planned to escalate this, then why did you pay the $300, and I presume you left the cracked iPad at the retail store? Now you've complicated the situation much more -- assuming Apple wants to make it right, they have to figure out how to refund you the $300, as well as try to find your iPad, which was probably processed along with other returned iPads, and is probably packed in a carton somewhere with hundreds of other returned iPads and on its way to China even as we speak (or type, to be accurate).
 
zigzagg321 said:
Why would it seem odd to have an impact point at any location?

Im not saying it was dropped, but it looks like something impacted the display because the spider effect is 360 degrees from the point of impact.
Click to expand...

Well judging by the impact point it looks like it'd have landed sort of on its edge, so why would the impact point just be in the middle, not all across that edge?
 
Ubuntu said:
Seems odd for the impact point to be there, though. If the iPad dropped on its right edge (as one could assume based on the impact point) then why is the impact point just in the middle? This would be normal if the iPad landed on a corner, the impact point would be noticeable in that respective corner, but here it looks highly unusual and I believe the OP.
Click to expand...

What if your ipad is laying on the coffee table and you dropped an heavy object on the screen🙄

I, again, am not saying that is what happened but it looks like it.🙁

----------
Ubuntu said:
Well judging by the impact point it looks like it'd have landed sort of on its edge, so why would the impact point just be in the middle, not all across that edge?
Click to expand...

Edge? It would be all along the edge if you dropped a heavy object on the screen. It would suffer the largest fracture at the point of impact wuth the rest of the damages radiating out 360 degrees.
 
Night Spring said:
If you planned to escalate this, then why did you pay the $300, and I presume you left the cracked iPad at the retail store? Now you've complicated the situation much more -- assuming Apple wants to make it right, they have to figure out how to refund you the $300, as well as try to find your iPad, which was probably processed along with other returned iPads, and is probably packed in a carton somewhere with hundreds of other returned iPads and on its way to China even as we speak (or type, to be accurate).
Click to expand...

Because I felt a bit "put on the spot" and didn't feel comfortable leaving with shards of glass. As I stated before, I also rely on the device and needed a replacement ASAP for the weekend.

As far as figuring out how to refund me if we get to that point, I have a receipt and they have the receipt number.

I've included the serial number of the cracked device in my further communications and the foot traffic at this store isn't comparable to say, NYC 5th Ave. I would imagine they can track this thing if need be.
 
Stealthipad said:
What if your ipad is laying on the coffee table and you dropped an heavy object on the screen🙄

I, again, am not saying that is what happened but it looks like it.🙁

----------



Edge? It would be all along the edge if you dropped a heavy object on the screen. It would suffer the largest fracture at the point of impact wuth the rest of the damages radiating out 360 degrees.
Click to expand...


If it were a heavy object blunt object, I'd imagine you'd see much more of the white type micro fractures, not an identifiable single point of stress caused by my thumb. The 'peak of the mountain' so to speak. Ever put your thumb through a piece of cardboard or something similar? You get a similar pattern.
 
bpd115 said:
Because I felt a bit "put on the spot" and didn't feel comfortable leaving with shards of glass. As I stated before, I also rely on the device and needed a replacement ASAP for the weekend.

As far as figuring out how to refund me if we get to that point, I have a receipt and they have the receipt number.

I've included the serial number of the cracked device in my further communications and the foot traffic at this store isn't comparable to say, NYC 5th Ave. I would imagine they can track this thing if need be.
Click to expand...

i had a random crack appear in my 4s, they replaced it on the spot 🙂 it wasnt near that size but yeah

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ReallyBigFeet said:
Haha, that's funny!

This incident is why I refused to force-fit an iPad 2 back cover onto my new iPad3. It literally caused the glass to visibly flex. I had a rear sliding window on a pickup truck shatter once on me from too much pressure and don't want to see a repeat with my iPad.
Click to expand...

hmm weird the case must be made out of some strong material..... i cant even get my ipad to visibly flex with my hands lol

my ipad2 incase back case, works just fine.
 
bpd115 said:
Exactly, and that's what I plan to do. I've been on the other end of customer service so I have a feel for dealing with things like this.

I've emailed Tim Cook and I just spoke with the nicest person at Apple Customer relations who treated me like I expected to be treated at the retail store. I explained that an acceptable outcome would be that I would pay for the AppleCare Plus but they refund the cost of the replacement device. I also expressed that I would like the device examined further but I don't know how likely that will be.

Because this was done through the retail store however, she had to call the store manager who denied the request. She's sending me two Apple tee shirts for my daughters and said she will follow up with me and see if there is anything else she can do.

I find it a bit peculiar they can't trump the retail store, however we'll see if the Executive support staff can do anything else.
Click to expand...

Lol so they sent you Apple shirts...free advertising for them and make it seem like a good will gesture! They could have done something better than that...

Also, turns out you can purchase Applecare+ over the phone. You could have saved a lot of money that way :/
 
Last edited:
hmm weird the case must be made out of some strong material..... i cant even get my ipad to visibly flex with my hands lol

my ipad2 incase back case, works just fine.
Click to expand...

That is weird because all six of my Incase iPad2 Mag Snaps would NOT fit my iPad 3. I had six sales reps out in the field with iPad 2's and so had a stack of them here to try. I also tried three more at BB and none of them fit either. But I think that's just proof of manufacturing variances.
 
How disappointing! My experience with damages has usually been met with swift replacement/repair free of cost, even when I dropped my MBP off of my lofted dorm bed and damaged the optical drive.

That's really unlucky. A lot of people walk in with battered devices and get it taken care of without a problem.

Hope this works out for you in the end.
 
Ubuntu said:
Well judging by the impact point it looks like it'd have landed sort of on its edge, so why would the impact point just be in the middle, not all across that edge?
Click to expand...

I don't see any evidence of the iPad falling...I don't see how you can either.

There is an impact mark at the point the glass spiders out in a 360 degree pattern. Be that from the OP's thumb(He-Man) or something hit the glass in that area.. There is zero evidence that the iPad fell.
 
bpd115 said:
Because this was done through the retail store however, she had to call the store manager who denied the request. She's sending me two Apple tee shirts for my daughters and said she will follow up with me and see if there is anything else she can do.

I find it a bit peculiar they can't trump the retail store, however we'll see if the Executive support staff can do anything else.
Click to expand...

Actually, I find this pretty cool. If a Corporation wants truly "empowered" employees out in the field to do whatever it takes to keep the brand image intact, then they won't arbitrarily dump all over them the second a customer goes over a field manager's head. If they DID behave that way....people would quit going to Apple stores to try and resolve their problems...they'd just cut out the middleman.

Refreshing actually when you see that Apple appears to put such emphasis on mid-level management decisions.
 
zigzagg321 said:
I don't see any evidence of the iPad falling...I don't see how you can either.

There is an impact mark at the point the glass spiders out in a 360 degree pattern. Be that from the OP's thumb(He-Man) or something hit the glass in that area.. There is zero evidence that the iPad fell.
Click to expand...

I never said it did fall, I was actually defending the OP when someone else was suggesting it looked like it had fallen. Check my earlier post.


Stealthipad said:
What if your ipad is laying on the coffee table and you dropped an heavy object on the screen🙄

I, again, am not saying that is what happened but it looks like it.🙁

----------



Edge? It would be all along the edge if you dropped a heavy object on the screen. It would suffer the largest fracture at the point of impact wuth the rest of the damages radiating out 360 degrees.
Click to expand...

Again, I'm just responding to the suggestions that it was dropped, nothing else. Your last sentence is pretty much what I mean because it was suggested that it was dropped and I was merely saying that if it had been dropped the impact point would probably be across the whole edge, or one of the corners if it landed on them, because if the middle of the edge of the iPad has the impact point, how are the corners spared?
 
Someone probably already said this but:

You should NOT have accepted the outcome on your initial visit to the store. I would have:

1 - gone to a different store
2 - returned to the same store another day
3 - contacted Apple Customer Care on the phone for assistance

Once you accepted the Managers resolution at the Retail Store you are going to have a hard time reversing that decision.

Honestly, I hope they take care of you but I wouldn't hold my breath.
 
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