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iPad Pro iPad Warranty Problem

MagnusTheDog

MagnusTheDog

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Original poster
Nov 28, 2020
24
27
I have used Apple products since the beginning. I have used Microsoft products from the beginning. My first data entry method was punch cards. I have been around the block a few times. My recent experience with an Apple accessory and getting warranty support has me seriously considering moving to another platform for my devices. I hold no illusion my words or deeds will have any change. I just need to vent. Last August I purchased a M4 iPad Pro 1tb. I also ordered the Apple Magic Keyboard to use with it. It had a small ding in one corner when I unpackaged it. You almost needed a microscope to see it. I attached it to the iPad and everything worked with out any issue. A couple weeks ago it stopped working without any notice or indication of a problem. Apple refused to service/replace/adjust or honor the warranty. I think Apple is to big and forgot how they got so big. So in my own insignificant way I will cut them back down to size by taking my dollars elsewhere when I purchase another brand and move to a different eco system. I still remember the old days when we the users and buyers still mattered. Maybe this old dinosaur doesn't matter to Apple anymore.
 
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ericwn said:
Your story is missing some essential information that would make the context complete. Why did Apple deny service. How did you escalate this at Apple? Did you call or just speak to a retail person?
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Apple denied service due to damage. Period end of story. I spent hours online and calling the different numbers available for my area. I live on Guam and we don't have an Apple store here. If the people at the other end of the phone (Apple Support) who are also overseas, one from the Philippines and the other based in Australia are unable or unwilling to escalate then what am I to do? I feel like the buyer of a used car and the dealership moved after my check clears. We can't even get Apple to use the US postal system to ship when trying to order from the Apple Store. We are part of the United States. I moved here from the mainland. I'm open to try anything but Apple isn't willing too.
 
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How did Apple know its damaged? Was it sent in to them and they came back to you after inspection to tell you that damage was the determining factor?
 
muzzy996 said:
How did Apple know its damaged? Was it sent in to them and they came back to you after inspection to tell you that damage was the determining factor?
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We have (1) authorized service center on island. They submitted pictures as part of the process. Keyboard was not sent to Apple.
 
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chabig said:
I assume you mean the keyboard. Confirm the iPad is ok. Can you try the keyboard with another iPad?
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Ipad works fine. I took my iPad and the keyboard to the retailer I purchased it from and tested it on known working devices. My iPad worked fine with another keyboard but the keyboard didn't work with another iPad.
 
muzzy996 said:
How did Apple know its damaged? Was it sent in to them and they came back to you after inspection to tell you that damage was the determining factor?
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Service center sent pictures to Apple as part of the service claim process.
 
Can't really offer any advice about Apple service - I would also be mad if that happened to me, hopefully you can find a solution. But - just my two cents - my first Apple product was an Apple ][ in 1978, switched to Macs in 1985. You get the idea, I literally go back to the beginning.

So, I'm too old to cut my nose off to spite my face. I'd go stew about it for awhile, but not get rid of all my Apple stuff as some kind of protest. The fact is, that would only hurt me and just wouldn't be worth it for the cost of a keyboard.

Don't take this as a suggestion to just give up. Not at all! Just don't make a bad situation worse. :)
 
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Email Tim Cook, keep it brief and stick to facts to make a case. I always got response from a senior customer care manager after I sent email. Ask what is specifically damaged? I would be mad too.
 
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MagnusTheDog said:
Apple denied service due to damage. Period end of story. I spent hours online and calling the different numbers available for my area. I live on Guam and we don't have an Apple store here. If the people at the other end of the phone (Apple Support) who are also overseas, one from the Philippines and the other based in Australia are unable or unwilling to escalate then what am I to do? I feel like the buyer of a used car and the dealership moved after my check clears. We can't even get Apple to use the US postal system to ship when trying to order from the Apple Store. We are part of the United States. I moved here from the mainland. I'm open to try anything but Apple isn't willing too.
Click to expand...

So Apple is denying you service due to some damage that your keyboard has suffered from somehow and that is not covered by the warranty, neither do you have Applecare to just get them to replace the unit. As mentioned before maybe escalating to TC is a workable option.
 
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chabig said:
You went to Marianas Electronics, right?
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MagnusTheDog said:
yes
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I think using "Apple" in the original post deserves a bit of asterisk here. You went to an Apple Authorized (I assume) Service Provider, and it sounds like they were very over-cautious in scrutinizing your hardware. I have a feeling it may have gone down differently at an actual Apple Store -- which you don't unfortunately have access to. From what I'm reading, this sounds like a complaint about a third-party who apparently has a monopoly where you live and can afford to be ******s if they want to be.
 
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MagnusTheDog said:
Service center sent pictures to Apple as part of the service claim process.
Click to expand...

Can you share a picture or two so that we can see the damage? Just curious. Not trying to suggest it's your fault. Does sound like an over zealous service center, but my guess is they know you have limited options so they don't care.

I've been around the same blocks as you (is Quam a good place to retire?), but I am with Boyd01, while your situation would annoy me, not nearly enough to drive me to apple alternatives. Yikes. I guess I would view it as I had a very good run with company if after 40 years with a company the worst I could say is they didnt honor their warrantee on a bum keyboard. Life is just too short to use windows.
 
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ignatius345 said:
I think using "Apple" in the original post deserves a bit of asterisk here. You went to an Apple Authorized (I assume) Service Provider, and it sounds like they were very over-cautious in scrutinizing your hardware. I have a feeling it may have gone down differently at an actual Apple Store -- which you don't unfortunately have access to. From what I'm reading, this sounds like a complaint about a third-party who apparently has a monopoly where you live and can afford to be ******s if they want to be.
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The authorized provider in this case is extension of Apple. I hope OP reaches out to Apple and complains about the authorized service provider.
 
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ignatius345 said:
I think using "Apple" in the original post deserves a bit of asterisk here. You went to an Apple Authorized (I assume) Service Provider, and it sounds like they were very over-cautious in scrutinizing your hardware. I have a feeling it may have gone down differently at an actual Apple Store -- which you don't unfortunately have access to. From what I'm reading, this sounds like a complaint about a third-party who apparently has a monopoly where you live and can afford to be ******s if they want to be.
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Third-party ASPs will typically be very cautious in scrutinizing hardware for warranty claims. It has nothing to do with being a monopoly or affording to offer crappy customer service. It is because those ASPs have to foot the bill for any shipping costs, parts, or labour that they have to expend on service claims if Apple denies coverage and there isn't a whole lot of profit margin to play with on the servicing side for ASPs to cover those costs to any major extent. I worked at a third party ASP in a major city in Canada and this was always a problem - and we were talking about simple domestic ground shipping. I can only imagine the kind of costs a shop in Guam would have to eat if they shipped the unit to Apple and had a claim denied.
 
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jakey rolling said:
Third-party ASPs will typically be very cautious in scrutinizing hardware for warranty claims. It has nothing to do with being a monopoly or affording to offer crappy customer service. It is because those ASPs have to foot the bill for any shipping costs, parts, or labour that they have to expend on service claims if Apple denies coverage and there isn't a whole lot of profit margin to play with on the servicing side for ASPs to cover those costs to any major extent. I worked at a third party ASP in a major city in Canada and this was always a problem - and we were talking about simple domestic ground shipping. I can only imagine the kind of costs a shop in Guam would have to eat if they shipped the unit to Apple and had a claim denied.
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In that case customer should call Apple and ask them to approve.
 
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email Tim Cook. His executive relations team will take care of you. However, your post leaves out pivotal information and to me you are insinuating that the damage on the keyboard is why it quit working and honestly, Apple doesn't have to warranty the product if they believe it's caused by damage you did, even if you say otherwise, without proof. (That's why I always return and rebuy products damaged upon delivery, but I digress.)

Also, the fact that you aren't providing imagery to us either when we're curious is highly suspect as well, FWIW.

Stuff like this is a reason why I always buy AppleCare on my $1,000+ items...you just never know.
 
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This is sad to hear but honestly, I don’t think its‘s Apple themselves that are at fault here.
You just have the perspective of a non-mainland customer. I bet there are many many people in lesser developed countries on this planet that despise Apple because their service is terrible there.
I’m in Germany and service here is bad (at times, for me) simply because we don’t have any Apple Stores around and the single service provider here is bad.
It’s not like Apple doesn’t care in general, they just don’t care about your zip code.
 
So how does the Apple ecosystem come into this? Sounds like a customer service issue which I’d agree, is sadly becoming too common in the very Apple stores we used to recognise as the antidote to this stuff.
 
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