Defective 2017 iPad Pro

[Dave245]

So i brought my latest iPad Pro in August of last year (2017) in the last few weeks i've had issues with it, it would randomly reset itself multiple times while watching Youtube videos, browsing the internet, using Pixelmator or doing anything. I spoke with Apple last week who informed me that i would need to pay an our of warranty fee of £544.66, something i was not happy about since the iPad Pro is only 16 months old! thanks to someone on the forum who informed me that i can use consumer law (here in the U.K) to get it fixed, i contacted Apple again the other day who said that i would be eligible to have it fixed for free, however i will need to make an appointment and go to the Apple store that i brought it from, due to work commitments i couldn't do that straight away and so Apple are going to be phoning me again tomorrow in order to try and make an appointment.

Since all of this has happened, my iPad Pro has now stopped working all together, ie it no longer even turns on at all even when i plug it into the charger. Does anyone think this will affect Apple being able to fix it? and if they can't fix it will they give me another 12.9" iPad Pro 2017?

Here are some pictures of what happened yesterday, luckily i was able to take the pictures because the whole screen had got stuck like it, anyone with tech knowledge know what the issue is likely to be?

 

[Dave245]

Update: Apple's customer service is an absolute joke, i was scheduled for Apple to call me back at 12:15 pm (U.K time) they did and the call got disconnected before anyone could even answer, i spoke to someone on the chat support, they told me another call would take place at 1:15 pm, that hasn't happened

Regarding this issue with my iPad Pro, i have had to contact Apple 7 times since it first happened, that's not including the call back they made to me on Wednesday when they assured me that they would call me back Saturday 8th (today) regarding my consumer law rights (UK/EU) to get the iPad Pro fixed, the iPad Pro that i brought in August of last year (2017) it's only 16 months old and doesn't even turn back on now after a couple of weeks of constant restarts and glitches.

Apple have gone down in my estimates BIG time just lately, their customer service is not what it use to be, an absolute joke this whole situation is, all i'm asking for is a FREE repair to a device that isn't even 2 years old! anybody would think i was asking for the world.

 

[mofunk]

idk how the Apple Support app works in your area. You can use that to have them diagnose your iPad. I did it with my iPhone that had a problem a week after owning it. I finally had to go the store and have someone look at it. In my case it was more software issue and how I wanted to transfer music.

You have to realize that this is a gadget that where there were millions made. I like using the App first because you can text vs a phone call. This way you won't get disconnected. If that doesn't work, I know here in the states you can ship it to them. Or just bring it in. I know here in the states, most Apple stores are at least 1-2hrs away.

But what else do you want when they offered to fix it for free?

 

[Dave245]

idk how the Apple Support app works in your area. You can use that to have them diagnose your iPad. I did it with my iPhone that had a problem a week after owning it. I finally had to go the store and have someone look at it. In my case it was more software issue and how I wanted to transfer music.

You have to realize that this is a gadget that where there were millions made. I like using the App first because you can text vs a phone call. This way you won't get disconnected. If that doesn't work, I know here in the states you can ship it to them. Or just bring it in. I know here in the states, most Apple stores are at least 1-2hrs away.

But what else do you want when they offered to fix it for free?

The my didn’t initially offer to fix it for free, I had to speak to someone else who said i may be able to claim under the Comsumer Law in the U.K.

The amount of times I’ve had to contact Apple support regarding the issue is a joke. I finally spoke to someone yesterday (Saturday) who said I can mail it to them. I understand that defects can happen that’s not my point, it’s the customer service that has been bad.

 

[mofunk]

Yeah I hear yah. I remember a friend telling me about the poor service from another company and they were surprised at how Apple was way better. I've had my share of frustration with Apple but I've also had better service with them too. The last was with my iPP and a dead pixel. It was a quick exchange to another IPP. But my experience is way better than any company. I've heard others complain about computer companies wanting to repair and repair their laptops, and in the end after months finally decide to replace them. Thats after you have complained several times.

I've been a long time user. I've noticed with the addition of the iPhone their service had been overwhelming. One of the few times in their I had to find an older repair person who has been with them longer because they know the older system and how it works with the newer stuff. I think Apple is aware of this because every time I get my service calls transferred to another rep.

I've seen bad.. I don't think what you are experiencing is that bad.

 

[Dave245]

Yeah I hear yah. I remember a friend telling me about the poor service from another company and they were surprised at how Apple was way better. I've had my share of frustration with Apple but I've also had better service with them too. The last was with my iPP and a dead pixel. It was a quick exchange to another IPP. But my experience is way better than any company. I've heard others complain about computer companies wanting to repair and repair their laptops, and in the end after months finally decide to replace them. Thats after you have complained several times.

I've been a long time user. I've noticed with the addition of the iPhone their service had been overwhelming. One of the few times in their I had to find an older repair person who has been with them longer because they know the older system and how it works with the newer stuff. I think Apple is aware of this because every time I get my service calls transferred to another rep.

I've seen bad.. I don't think what you are experiencing is that bad.

Compared to others it may not be that bad, if in the first place Apple had said yes we can repair that for you and sent out the box for me to mail it then there wouldn't of been an issue. My frustration is with the going backwards and forwards, yesterday for example I spent hours waiting and then talking with Apple support, in the end the person I spoke with did seem more informed, he said that he would check to see if I was eligible for the mail in option, took my postcode address and so on, turns out I was eligible. The person I spoke with the first time could of told me all of this and sent out the box Wednesday when I spoke with him on the phone, instead I was told they would need to call me back which was just as frustrating because the call-back failed and then I never got the second call back that was suppose to take place at 1:15pm.

That is why I sent an email to Tim Cook and Phil Schiller, to be fair much to my surprise while I was on the phone to Apple support yet again, I received a voice mail from a guy called Shane Barton who is the executive email and contacting me on "behalf of Phil Schiller" a few minutes later I also received an email that said he tried to call me but I couldn't be reached and that my "correspondence concerns an issue that we feel would be best handled in a phone conversation" I thought that was great that someone from Apple had seen my email and decided to take time out to contact me.

 

[mofunk]

I had one incident with Apple with my Apple Care and I chalked it up as the Genius who was working there. But I haven't forgotten especially when I've spent the last 20yrs using their products.

What I've learned here is if you come to them and sound like you know your way around computers they will eliminate the other steps. But they still have to go through steps according to their protocol, in order to give you another iPad.

Good luck I hope it gets resolved soon.

 

[Dave245]

Update: i received a call from Shane Barton, Apple relations executive who said he was working on behalf of Phil Schiller, he apologised for the bad customer service, my iPad Pro was sent off the next day and i'm now being sent out a replacement. The issue has been resolved.

 

[dexxxtro]

Update: i received a call from Shane Barton, Apple relations executive who said he was working on behalf of Phil Schiller, he apologised for the bad customer service, my iPad Pro was sent off the next day and i'm now being sent out a replacement. The issue has been resolved.

I had the same issue on January of this year and took it to an Apple store (in Spain). The only solution offered was to pay 409 Euro and get a new (refurbished) one. I did that and now almost one year later the replacement starts to do the same thing!!! Now I live in Chile and I REALLY scared that if I bring it to the service they will do the same. "trick"
I think Apple's "planned obsolescence" has gone too far!!!

 

[mikehalloran]

All of your symptoms are happening to other people (and me last week). Many of them were introduced with iOS 12.1.1 in an effort to deal with hardware issues in the 3rd gen Pros.

The actual culprit seems to be running multiple apps simultaneously that don't play well together including many music apps—Apple has not released details on the suspected offenders other than that they are aware of this and are working on it. iOS 12.1.2 is supposed to fix this—ok, I believe that they believe.

I went to a couple of Authorized Service Centers who told me the Logic board was fried and I'd need a refurb. Fortunately, I didn't believe them.

Get to a Genius Bar in an Apple Store if you have one available. Have them force-boot and reset it to new. Apple will not charge you to do this, BTW. You will be required to sign a waiver stating that you will lose all data and that you have yours backed up or no one will touch it. You must disable Find My iPad — you can log into icloud.com and do this if you can't access your iPad.

BTW, if you can force-boot your iPad (hold the Home and Sleep buttons down for 10 seconds), you can reset your iPad to factory defaults without a trip to the Genius bar—either in Settings or from iTunes id connected to a Mac or PC. Mine would not force-boot.

Once you have had it reset, you will restore your basic settings by logging into your iTunes Account. After that, re-download only the apps you use.

This fixed my first gen 12.9" Pro and I'm good again.

Again, iOS 12.1.2 is supposed to fix this and other issues. We'll see...

 

[Dave245]

All of your symptoms are happening to other people (and me last week). Many of them were introduced with iOS 12.1.1 in an effort to deal with hardware issues in the 3rd gen Pros.

The actual culprit seems to be running multiple apps simultaneously that don't play well together including many music apps—Apple has not released details on the suspected offenders other than that they are aware of this and are working on it. iOS 12.1.2 is supposed to fix this—ok, I believe that they believe.

I went to a couple of Authorized Service Centers who told me the Logic board was fried and I'd need a refurb. Fortunately, I didn't believe them.

Get to a Genius Bar in an Apple Store if you have one available. Have them force-boot and reset it to new. Apple will not charge you to do this, BTW. You will be required to sign a waiver stating that you will lose all data and that you have yours backed up or no one will touch it. You must disable Find My iPad — you can log into icloud.com and do this if you can't access your iPad.

BTW, if you can force-boot your iPad (hold the Home and Sleep buttons down for 10 seconds), you can reset your iPad to factory defaults without a trip to the Genius bar—either in Settings or from iTunes id connected to a Mac or PC. Mine would not force-boot.

Once you have had it reset, you will restore your basic settings by logging into your iTunes Account. After that, re-download only the apps you use.

This fixed my first gen 12.9" Pro and I'm good again.

Again, iOS 12.1.2 is supposed to fix this and other issues. We'll see...

I had the same issue on January of this year and took it to an Apple store (in Spain). The only solution offered was to pay 409 Euro and get a new (refurbished) one. I did that and now almost one year later the replacement starts to do the same thing!!! Now I live in Chile and I REALLY scared that if I bring it to the service they will do the same. "trick"
I think Apple's "planned obsolescence" has gone too far!!!

I think my issue was hardware related, Apple gave me a new iPad Pro for free. If you read earlier posts you can see my experience and issues, which to be fair were sorted once i spoke with Apple executive relations, which as i mentioned resulted in me getting sent a new iPad Pro from Apple.