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iPad Pro dissapointment

A

andy271

macrumors member
Original poster
Jan 9, 2016
41
9
uk
hi everyone I thought I should post this to allow people to know what the customer service is like at apple.i bought a ipad pro silver 128gb and the screen had not a yellow tint bit a blotchy yellow and white screen .I went to the apple store 5 times and got brown box versions that all had the same problem .I was promised phone calls back but never received them ,I never recieved emails after a certain point either .so I got in touch with customer service tech .I spoke to 3 different people the first person I coudnt get in touch with the second one asked to send some photos so o did ,no reply ,the 3rd person who was fairly helpful said send the pics to his email and he will send them to the apple engineers..i did this and got a phone call today with this responce off the engineers..i must add the man told me he never recieved the photos so this response is without the engineers even seeing the photos ...I told him how can they say this without seeing the problem . is there anyone higher up than you and he said no ,basically I have been treated very bad and will never set foot in an apple shop again .I have an ipad pro that has a yellow patch and white patch and the reds look orange if this is how you treat your customers I feel sorry for other people in the same situation .I will say the ipad pro is a fantastic device for drawing ,sketching but the screens in my opinion are very poor quality .luckily Microsoft and Wacom are teaming up to create a new stylus so I will be going that route

Thanks for your escalation.

All of the displays used in iOS devices are screened against a specific set of visual criteria. This criteria contains a tolerance to account for variations in hardware.

Some customers with a very keen eye may notice a slight difference in the optical characteristics from screen to screen. Some may look slightly more yellow (warmer), while some may seem a bit blue (cooler). These variances all fall in the range for what Apple considers acceptable.

This is not an issue that we would offer service for and is considered expected behavior.

You can read additional information here. https://idesk.corp.apple.com/portal/auth/portal/view?articleID=HT201348

you can clearly see the orange patch in the middle compared to the ipad air 2 on the right..maybe if it was uniform yellow or uniform white I could put up with it but there is no way this isnt a fault ..

im lost for words on how unhappy I am


20160304_230941.jpg 5.jpg
 
Why didn't you just return your pro within the 2 weeks return period and use your refund to buy a new one? I'd never settle for an exchange, only a refund.

I can see that there's variation in screentemperature/-colour among units, that's acceptable to a certain degree. But a noticable uneven screen on a specific unit is unacceptable at this pricepoint. Apple should accept that and either up their QC or switch to oled screens.
 
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ive had it since febuary and this is how long it has taken .as you can imagine I am very very angry .the incompetence is beyond words.even the brown box versions I had were the same.i asked last time I went in what was the production date and the man in the apple store looked on his computer and told me December,i replied isn't that a tiny bit stupid as surely a march or later would have been better as the screen process may get better as time goes along..the sad thing is the pics I sent in didn't even go to the engineers ,even when I went in the store the apple staff noticed the difference and that is why they got replacements ..sad that all the demo models have perfect screens no uniform problems ..
 
That screen doesn't look great, always a lottery with screens on Apple devices it seems.
 
no apple care im afraid .im just disappointed with the lies and promises that I was given .twice a man from the store was going to ring me to let me know if the replacements had come in but I never got the calls..one day I was on the phone for 1 hour 5 min and an hour later 1 hour 20mins .to me this is unacceptable .to make a disission based on no pictures is to me crazy .it shows how bad the customer service is ..ive never had these problems with other companys
 
andy271 said:
ive had it since febuary and this is how long it has taken .as you can imagine I am very very angry .the incompetence is beyond words.even the brown box versions I had were the same.i asked last time I went in what was the production date and the man in the apple store looked on his computer and told me December,i replied isn't that a tiny bit stupid as surely a march or later would have been better as the screen process may get better as time goes along..the sad thing is the pics I sent in didn't even go to the engineers ,even when I went in the store the apple staff noticed the difference and that is why they got replacements ..sad that all the demo models have perfect screens no uniform problems ..
Click to expand...

You waiting till now to be so angry is not incompetence on Apples part . . . .
 
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andy271 said:
hi everyone I thought I should post this to allow people to know what the customer service is like at apple.i bought a ipad pro silver 128gb and the screen had not a yellow tint bit a blotchy yellow and white screen .I went to the apple store 5 times and got brown box versions that all had the same problem .I was promised phone calls back but never received them ,I never recieved emails after a certain point either .so I got in touch with customer service tech .I spoke to 3 different people the first person I coudnt get in touch with the second one asked to send some photos so o did ,no reply ,the 3rd person who was fairly helpful said send the pics to his email and he will send them to the apple engineers..i did this and got a phone call today with this responce off the engineers..i must add the man told me he never recieved the photos so this response is without the engineers even seeing the photos ...I told him how can they say this without seeing the problem . is there anyone higher up than you and he said no ,basically I have been treated very bad and will never set foot in an apple shop again .I have an ipad pro that has a yellow patch and white patch and the reds look orange if this is how you treat your customers I feel sorry for other people in the same situation .I will say the ipad pro is a fantastic device for drawing ,sketching but the screens in my opinion are very poor quality .luckily Microsoft and Wacom are teaming up to create a new stylus so I will be going that route

Thanks for your escalation.

All of the displays used in iOS devices are screened against a specific set of visual criteria. This criteria contains a tolerance to account for variations in hardware.

Some customers with a very keen eye may notice a slight difference in the optical characteristics from screen to screen. Some may look slightly more yellow (warmer), while some may seem a bit blue (cooler). These variances all fall in the range for what Apple considers acceptable.

This is not an issue that we would offer service for and is considered expected behavior.

You can read additional information here. https://idesk.corp.apple.com/portal/auth/portal/view?articleID=HT201348

you can clearly see the orange patch in the middle compared to the ipad air 2 on the right..maybe if it was uniform yellow or uniform white I could put up with it but there is no way this isnt a fault ..

im lost for words on how unhappy I am


View attachment 624658 View attachment 624659
Click to expand...


I am in the USA not sure where you are alot of different countries post here. Anyways I went through the exact Same thing with my iPad Air 1 same exact thing Way too Yellow. With one difference and all I can say is that we pay money for school and college and we pay money for life lessons this is a life lesson. What do I mean. Now you know if this ever happens again DO NOT go through service and repair these processes are rigged for situations like this. Anyways
My iPad Air 1 problem I just kept returning the device fore a FULL Refund. And I would purchase a new one At a Different Apple Store each time. If its bad too yellow I simply return for Refund. You played by Apple Rules and Got Treated poorly. I played by my own rules and was quite happy. Now you know better.

If I had AppleCare I'd deliberately break it and get a repaired or new model. Its tough to use a display like that. Also someone posted Tim Cooks email which got a reply once from Higher Up Staff. Try an Executive Email Carpet Bomb a trick I learned from Consumerist.com send a Polite yet firm clear email to every executive email you can find. Someone at a very high level with ability to over ride and satisfy your request will likely respond. State how you are willing to gibe Apple a second chance at making things right.

I would be clear and ask for a full refund as a lemon or at the very least a refurbished (which are practically new) Unit.
 
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Given you are in the UK you have some cover, i would try speaking to the store again reminding them of the consumer act, and the comments within it around this type of dispute. You may wish to further seek legal advise from those that are qualified too. This is just a general forum and I'm not a solicitor. the text is from apples own website.

Under UK consumer law, consumers may choose to have defective goods or goods which do not conform with the contract sale either repaired or replaced free of charge. If a repair or replacement is not possible, would impose a disproportionate burden on the seller, or could not be performed in a reasonable time and without significant inconvenience to the consumer, the consumer may choose either to have the price reduced or to withdraw from the contract by returning the product in exchange for a full refund. A consumer is also entitled to withdraw from the contract by returning the product in exchange for a full refund if the consumer rejects the goods within 30 days or if the product does not conform with the contract after one repair or replacement. The primary responsibility to provide a remedy is on the seller, which would be Apple if the goods were purchased from the Apple Online Store or an Apple Retail Store. If the goods were purchased from a third party reseller of Apple products, the primary responsibility to provide a remedy will lie with the reseller. For goods purchased in England or Wales, these rights expire six years from delivery of the goods. For goods purchased in Scotland, these rights expire five years from delivery of the goods. A claim under UK consumer law may be made subject to the defect being present at the time of purchase.

Any defect or non-conformity of goods with the contract which becomes apparent within 6 months of delivery are presumed to have existed at the time of delivery. After the expiry of this 6 month period, the burden to prove that the defect or non-conformity of goods with the contract existed on delivery generally shifts to the consumer.
 
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TheRealAlex said:
we pay money for school and college and we pay money for life.

My iPad Air 1 problem I just kept returning the device fore a FULL Refund. And I would purchase a new one At a Different Apple Store each time.

Email to every executive email you can find.
Click to expand...

I really like that point of view. Most of us suffer over some issue in some form, in time you'll get over it and you'll be a smarter person forever.

Where I'm from there's only 3 Applestores nationwide (small country; more on the way if I'm correct). So that strategy might not work as well in such a situation. I just give it a few days in between returns and make sure you deal with a different employee. You can also use the online store for a limited number of purchases and returns if needed.

I guess e-mailing is an option for the OP, or either sell it for a loss and retry using your strategy if needed. Or live with it and have another shot when it's your time to upgrade.
 
what has put me off them is the promises and excuses ..come on they have said it isn't a problem and they haven't even seen the evidence.what was the point of me sending the tech guy the photos if he wasn't going to send them to the engineer..very disappointed and I just hope people don't have to go though the same hastle as me .Newtons Apple the reason its taken this long is not my fault the full story is to long but they ordered me brown box in and I waited but after a week I rang them up and they said there had been an error on the system then I had to wait a long time for the next one ..constant waiting and excuses ..inadequate to or unsuitable for a particular purpose...lacking the qualities needed for effective action that's what incompetent is .....
 
got a phone call from the man at the store who never rang be back twice..he rang to see if the 2 replacements I got a few weeks ago were any good .I told him no I also said that the man from customer service said if I want any form of compensation like a free cover or charger I would have to get in touch with the apple store..so I said to the man can you offer me anything his reply was no .I then said could I try say 2 more in a month from now because it would be a new batch and he went away then when he returned he said sorry we have decided we cant ..so I will never in my life purchase anything from apple ever again ,disgusting how I have been treated..i am now left with an ipad with uneven colour really bad tint and would not want to sell it on to another person ,the amount of chasing up promises and all the travelling and phone calls and now they wont help me..DISGRACEFUL APPLE
 
yes AFEPPL that's what I will do I will just sell it and wait for Wacom and Microsoft to release there new stylus and surface pro 5 and maybe a new Wacom companion .its a shame because I have allways had no problems with apple in the past but this has put me off forever .
 
Why would you not just return it? And why even accept a replacement without inspecting the display?

I have never had any issues with Apple support with any device, they even replaced my week old iPad Air which I smashed after dropping it, with a brand new unit at no cost. They had also replaced my out of warranty iPad 3 which developed a line of stuck pixels. Generally, if you end up speaking to the folk in Austin Texas they sort you out. Your mileage may vary but as long as your not a dick they will sort out your problems.
 
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Defender2010 said:
It's plain to see Apple customer service is not what it once was. Especially in store.
Click to expand...

I disagree. This is an exception to the rule and not the norm. Apple still has some the best if not the best customer service in the retail business. I been buying and using Apple products for over ten years now and I've never had a bad experience with their customer service. If anything they have gone out of their way to help resolve issues for me. I think this is the ethos behind their business. Obviously there will be the odd bad apple but for the most part they're great.
 
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I've had a lot to do with Apple Store and care lately. They are really polite, they play by the rules and if it's unfair, they usually find a solution. e.g. I went into a store with a iPhone 6s display that was cracked. Pity, but Apple care, It was 17u30 and the store closed on 18u00. So I they just asked what I wanted, get it shipped back, have it repaired in the morning or get a new brown box one.
Had a MacBook Pro 13" that had the coating come of. They picked it up and returned it in 2 days. Nice.
Last year on my iPhone 6 I had a yellow spot and it annoyed me when I was reading in the dark. I asked them nicely, sayd I was a bit ashamed to return it for this and all they said was: No, certainly not, you paid good money, we want you to be fully satisfied. I can see it as well, we'll have it exchanged for a brand new one.

That doesn't say anything of the OP experience, but I've never seen a single instance of such behavior, let alone repeated.

Really sorry for the OP as it is a lot, lot, lot of money when it feels wasted on something you're not absolutely happy with.
 
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I kind of feel your pain. I got an iPad Pro 12.9 inch last week and it had that yellow tint on half of the screen. Very distracting when drawing, taking notes or reading a book. So I exchanged it, same problem. Did it again, and guess what. Same issue. Will try again this weekend, and if I get the same issue again, I'm just going to get my money back. This is ridiculous. And don't listen to the fanboys telling you, you're wrong. You paid premium price so you expect a premium device.
 
Thx fel10 yea it's sad for the price they want for these things.and true tone just makes me laugh on the new iPads..every single iPad Pro 12.9 I've seen in Apple stores are perfect I mean nite and day difference even the colours are better.maybe the overly priced 256gb model may have a perfect screen I won't be ever buying anything from this company again.for artists the Wacom Microsoft new stylus will change everything if you get a perfect screen please post back because I don't know anyone with perfect uniformity like the shop models
 
andy271 said:
hi everyone I thought I should post this to allow people to know what the customer service is like at apple.i bought a ipad pro silver 128gb and the screen had not a yellow tint bit a blotchy yellow and white screen .I went to the apple store 5 times and got brown box versions that all had the same problem .I was promised phone calls back but never received them ,I never recieved emails after a certain point either .so I got in touch with customer service tech .I spoke to 3 different people the first person I coudnt get in touch with the second one asked to send some photos so o did ,no reply ,the 3rd person who was fairly helpful said send the pics to his email and he will send them to the apple engineers..i did this and got a phone call today with this responce off the engineers..i must add the man told me he never recieved the photos so this response is without the engineers even seeing the photos ...I told him how can they say this without seeing the problem . is there anyone higher up than you and he said no ,basically I have been treated very bad and will never set foot in an apple shop again .I have an ipad pro that has a yellow patch and white patch and the reds look orange if this is how you treat your customers I feel sorry for other people in the same situation .I will say the ipad pro is a fantastic device for drawing ,sketching but the screens in my opinion are very poor quality .luckily Microsoft and Wacom are teaming up to create a new stylus so I will be going that route

Thanks for your escalation.

All of the displays used in iOS devices are screened against a specific set of visual criteria. This criteria contains a tolerance to account for variations in hardware.

Some customers with a very keen eye may notice a slight difference in the optical characteristics from screen to screen. Some may look slightly more yellow (warmer), while some may seem a bit blue (cooler). These variances all fall in the range for what Apple considers acceptable.

This is not an issue that we would offer service for and is considered expected behavior.

You can read additional information here. https://idesk.corp.apple.com/portal/auth/portal/view?articleID=HT201348

you can clearly see the orange patch in the middle compared to the ipad air 2 on the right..maybe if it was uniform yellow or uniform white I could put up with it but there is no way this isnt a fault ..

im lost for words on how unhappy I am


View attachment 624658 View attachment 624659
Click to expand...
My IPad Pro 12.9 is the same and so is every floor model I've seen. The 12.9 is brighter on the bottom and darker on the top, that's just the way it is. It bothered me at first but now it doesn't. What bothers me most about this behemoth is the lack of a split screen.
 
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