iPad Pro iPad Pro Apple Care Nightmare

[iThink Apple]

Hello all! Just thought I would share my nightmare story with you...But wait there is a good ending to this

My son got a hold of my 2nd generation 11" iPad Pro 256GB and dropped it on the floor which shattered the screen The first I told myself was that this was the reason why I bought Apple Care...Only $50 for a replacement iPad! I called Apple Care to do an express replacement where you typically get a new device delivered to your door in a few days. After s few days I start getting a BUNCH of Fedex tracking numbers from apple, maybe about 20, not kidding. So after a few days, I decided to give them a call and they tell me that it was going to be shipped tomorrow. A couple of days later still nothing...I call them back and AGAIN they tell me the same thing and I finally find out that my model is on backorder. Why couldn't they tell me that before? It has now been almost 2 weeks! A day later I get a new ACTIVE tracking number that my iPad has shipped! However, for some reason, it gets stuck in Memphis, and then it gets sent BACK to Apple. I call Apple Again and I finally get a hold of someone senior that is going to REALLY help me. She let me know how they were sorry and that since for SOME reason Fedex sent my replacement device back that I would need to wait about another 2 weeks for another service to be sent to me since it is back-ordered. She let me know that she was not going to let me wait another 2 weeks. So she looked at sending me a BRAND new, current-generation iPad Pro 11", however, they were all out of stock We were able to find a 12"9 iPad Pro that was in stock so she got approval to send me the 12.9" iPad Pro Wifi 256GB AND with a brand new smart cover.

Talk about an upgrade, THANK you Apple! I just wish this would have been handled a lot better from the start as this was a crucial device to my everyday job. Cheers!

 

[spiderman0616]

I have had similar weird experiences with Apple Care--I feel like with Apple sometimes you have to plead your case a little bit, but in my experience it has never ended in a situation where Apple didn't do the right thing. Not once.

 

[iThink Apple]

I have had similar weird experiences with Apple Care--I feel like with Apple sometimes you have to plead your case a little bit, but in my experience it has never ended in a situation where Apple didn't do the right thing. Not once.

Right but I mean a whole NEW generation & bigger more expensive device?? Wow I am just thrilled.

 

[spiderman0616]

Right but I mean a whole NEW generation & bigger more expensive device?? Wow I am just thrilled.

Yep--I've had them do similar things for me. Not QUITE so generous as what you just got, but they have been very forgiving with me as far as replacements I shouldn't have gotten for free a couple of different times--one was a shattered iPhone 4 and one was a 10.5" iPad Pro that was WAY out of warranty.

 

[Reggaenald]

Had a slew of problems with my iPhone X 2 years ago. In for repair, out without being repaired, this was going on for some 6 times in a row.
The Apple Senior was as sick about it as I was so when he ordered the repair center to replace the screen and they still refused (so unnecessary) he said fck it, you’re going to get a new phone instead. Wow, thanks.
At that point they didn’t have any X’s in stock, so I was upgraded to what they had. 6 months prior the 11 was released, and because he said ‘once OLED and steel, always OLED and steel’, I got an 11 Pro.
Funny how that thing was malfunctioning, too. The Seniors are mostly great, just the quality control and repairs aren’t.
I could go on about how even he was questioning what the devs for their internal tools were up to, because when I send in photos of my X he couldn’t open them because their tools didn’t read photos made by iPhones… but that’d be too long of a story. Glad to hear your nightmare ended well ???

 

[sracer]

Glad to hear that in the end things worked out for the OP. I've never purchased AC nor did I ever have the need for it, but for those who need AC, it's a good thing.

 

[Slartibart]

no native english speaker here, so I will ask: “nightmare“? really?

 

[Username-already-in-use]

Happy ending, enjoy the upgrade.

 

[VaruLV]

Wow, glad it worked out so well for you!
We have 2y warranty for most of goods here, so no need for Apple Care aside from possible accidents.
O/T
Something similar happened to me a longish time ago with ThinkPad laptop, brand new, some minor build issues, took it to warranty IBM(who services TP's) returned it only partially fixed saying theres nothing wrong with it.
Was lucky to get ahold of someone who happened to work for Lenovo and was frequenting the same laptop forum as I was, so little messaging back and forth with regional rep that he put me through with and I got myself brand new, newer generation and better spec'd laptop and got to keep the old one, which I used for years on still.
Funny thing is, its shipping from China was delayed due to their New Year, after that, it got shipped straight to my country and I got nice little slip from customs informing me that I have ~600$ to pay in taxes for it. Again, wrote to rep, they took care of it and paid all the taxes, lol, that whole thing was such a financial loss for them per single laptop sale that wasnt even bought from them directly but from some overstock/old stock online store that they probably didnt even bother on taking back my old laptop given the whole "ordeal" !

 

[Starscape]

I think the 'nightmare' part of this was well worth the end result.

 

[UBS28]

I got the famous "white spot" due to a design defect of Apple, a couple of weeks outside of my AppleCare. Not a single solution was offered.

The Apple Genius said he has seen many iPad's with the same display issue and admitted it was a defect, but no help.

That was the last time I bought AppleCare.

 

[jamdex]

Never had a bad experience with Apple after care. Well except that one time I turned up with a jailbroken iPhone and they sent me away but I asked for that!