Keyboard Folio damaged after one month just by holding it!

ahostmadsen

macrumors 6502a
Original poster
Dec 28, 2009
821
472
I got the smart keyboard folio for the new 11" iPad pro about one month ago. It is already seriously worn at one point, see picture. It's right in the middle on top edge. This is where I put my thumb when I pick up the iPad 90% of the time. It's almost like my thumb has made an indentation, or made the outside plastic loose. As far as I know, nothing else has damaged the keyboard folio; and I didn't have chemicals or grease on my thumb. Come on. The keyboard folio should be able to withstand one month of picking it up! What can I do? I have AppleCare+, but it doesn't cover the keyboard folio. The keyboard folio should still be under ordinary warranty, and this is certainly no ordinary wear, but it's hard to prove that nothing else happened. Anybody else seen anything like this?

IMG_4005.jpg
 

ventmore

macrumors 6502a
Jul 13, 2008
732
284
If you have an Apple store nearby, take it in and explain what’s happened. Just be honest and polite and they’ll likely exchange it for you.

If for some reason you don’t get anywhere with the first person you speak with, politely ask to speak to a manager.
 
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Jacoblee23

macrumors 65816
Nov 10, 2011
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363
The same thing has happened with both of my 11” and 12.9 keyboard folio cases. I ordered mine through Verizon so I doubt apple would do anything for me.
 

ahostmadsen

macrumors 6502a
Original poster
Dec 28, 2009
821
472
I went to the Genius Bar with undetermined result. They took pictures which they will send further up the technical support chain, and then they will contact me. There is some chance they will replace it.

In any case, it seem one needs a skin to protect the cover, which I will get now.
 
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Jacoblee23

macrumors 65816
Nov 10, 2011
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363
I went to the Genius Bar with undetermined result. They took pictures which they will send further up the technical support chain, and then they will contact me. There is some chance they will replace it.

In any case, it seem one needs a skin to protect the cover, which I will get now.
Did you purchase the keyboard folio from apple store?
 

Nismo73

macrumors 6502a
Jan 4, 2013
903
495
I have the same thing happening to my 12.9 folio. Maybe I might make a genius appointment for next weekend and see what they say.

D4E68FC4-8D54-469F-B5B5-0C27DD4AE624.jpeg
 

ahostmadsen

macrumors 6502a
Original poster
Dec 28, 2009
821
472
Did you purchase the keyboard folio from apple store?
Yes, I did.
[doublepost=1551672585][/doublepost]
I have the same thing happening to my 12.9 folio. Maybe I might make a genius appointment for next weekend and see what they say.

View attachment 824454
That seems exactly like mine. It seems I'm not the only one with the issue. This does not really seem acceptable. Perhaps if it happened after two years of use, one could accept it. My guess it is natural finger grease that makes the cover material (polyurethane?) stretch. But are you supposed to wear white gloves to handle your iPad cover?

Perhaps if you also go, and they see multiple incidences, they will realize it's a design error, and replace them.
 

AlexJoda

macrumors 6502a
Apr 8, 2015
767
587
I went to the Genius Bar with undetermined result. They took pictures which they will send further up the technical support chain, and then they will contact me. There is some chance they will replace it.

In any case, it seem one needs a skin to protect the cover, which I will get now.
Why do you want to get it replaced if this happens again in month? This seems not to be an individual fault of your folio...

I am still happy with my Smart Cover for the gen2 12.9. No signs of wear after nearly a year (and it’s even half as thick and heavy). Another reason not to upgrade....
 
Last edited:
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ahostmadsen

macrumors 6502a
Original poster
Dec 28, 2009
821
472
Why do you want to get it replaced if this happens again in month? This seems not to be an individual fault of your folio...
Yes, I'm pretty sure it could happen again. So, I will
1. Get a skin
2. Try to make sure I don't always hold it the same way ("You're holding it wrong"). Handle it more gently, e.g., picking it up with both hands.
One could argue that it shouldn't be necessary to take these precautions, but...

I am still happy with my Smart Cover for the gen2 12.9. No signs of wear after nearly a year (and it’s even half as thick and heavy). Another reason not to upgrade....
I did not have this issue with the Apple smart keyboard for my 9.7" iPad Pro, even after several years of use.
 

AlexJoda

macrumors 6502a
Apr 8, 2015
767
587
Yes, I'm pretty sure it could happen again. So, I will
1. Get a skin
2. Try to make sure I don't always hold it the same way ("You're holding it wrong"). Handle it more gently, e.g., picking it up with both hands.
One could argue that it shouldn't be necessary to take these precautions, but...


I did not have this issue with the Apple smart keyboard for my 9.7" iPad Pro, even after several years of use.
It sounds really crazy that one needs a cover to protect the cover...:)
 

Nismo73

macrumors 6502a
Jan 4, 2013
903
495
Yes, I did.
[doublepost=1551672585][/doublepost]
That seems exactly like mine. It seems I'm not the only one with the issue. This does not really seem acceptable. Perhaps if it happened after two years of use, one could accept it. My guess it is natural finger grease that makes the cover material (polyurethane?) stretch. But are you supposed to wear white gloves to handle your iPad cover?

Perhaps if you also go, and they see multiple incidences, they will realize it's a design error, and replace them.
It’s a material defect...for such a short period of time (and the fact this thing is $200) they should replace it. If I was to go and they say they’re not gonna replace it I’ll be sure to give apple directly some feedback.
 

sosumi99

macrumors 6502
Oct 27, 2003
362
320
Yes, I'm pretty sure it could happen again. So, I will
1. Get a skin
2. Try to make sure I don't always hold it the same way ("You're holding it wrong"). Handle it more gently, e.g., picking it up with both hands.
One could argue that it shouldn't be necessary to take these precautions, but...


I did not have this issue with the Apple smart keyboard for my 9.7" iPad Pro, even after several years of use.
It’s absurd that Apple’s cover needs its own cover. It would be funny if it weren’t so symptomatic of the new Apple: poorly designed products not meant to be used by real humans.
 

ahostmadsen

macrumors 6502a
Original poster
Dec 28, 2009
821
472
Well, Apple still did not get back to me after one week.

I bought a skin, but I don’t want to install on the old keyboard if I can get a new. I’m not even sure it would stick well with the wrinkles.
 

ventmore

macrumors 6502a
Jul 13, 2008
732
284
Well, Apple still did not get back to me after one week.

I bought a skin, but I don’t want to install on the old keyboard if I can get a new. I’m not even sure it would stick well with the wrinkles.
Call them or go into the store again.
 

RevTEG

macrumors 65816
Oct 28, 2012
1,144
865
San Jose, Ca
Well, Apple still did not get back to me after one week.

I bought a skin, but I don’t want to install on the old keyboard if I can get a new. I’m not even sure it would stick well with the wrinkles.
There’s a few other threads where people, including myself. Those in the threads have all received replacements from Apple. Same day with really no questions asked.

However, the replacement will do the same thing. There’s several threads with pics of peoples new folios not holding up. My Keyboard folio did the same thing. I got tired of the whole replacement process and covered it with a real wood skin. Looks nice but completely ridiculous to have to spend more to cover up an expensive defective product.
 

Nismo73

macrumors 6502a
Jan 4, 2013
903
495
Was just at the Apple store about this...they’re getting me a new one but had to order it and will pick it up in a few days. (supposedly none there to replace)
They just had to look at it and it wasn’t a problem about replacing it.
 

Jacoblee23

macrumors 65816
Nov 10, 2011
1,135
363
As much as I hated to do it, I re-bought my 12.9 and 11” keyboard folio from Verizon. There’s no way Verizon would replace something like this so I re-bought them. Does anyone have any recommendations on how to not have this problem again in the future? Maybe a sleeve to carry it in or something?
 
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RevTEG

macrumors 65816
Oct 28, 2012
1,144
865
San Jose, Ca
As much as I hated to do it, I re-bought my 12.9 and 11” keyboard folio from Verizon. There’s no way Verizon would replace something like this so I re-bought them. Does anyone have any recommendations on how to not have this problem again in the future? Maybe a sleeve to carry it in or something?
Add a skin. There are several companies that make real leather ones. They also offer many other designs. I personally bought a real wood skin. Looks great and it covered the defects in my Apple Folio keyboard. After getting it replaced, I realized it was just going to continue to be an issue. By the way, I had mine in a sleeve while in transit. Daily use still caused issues with the keyboard folio and regular folio. Apple will replace it but the replacements mess up too.
 

ahostmadsen

macrumors 6502a
Original poster
Dec 28, 2009
821
472
Add a skin. There are several companies that make real leather ones. They also offer many other designs. I personally bought a real wood skin. Looks great and it covered the defects in my Apple Folio keyboard. After getting it replaced, I realized it was just going to continue to be an issue. By the way, I had mine in a sleeve while in transit. Daily use still caused issues with the keyboard folio and regular folio. Apple will replace it but the replacements mess up too.
Where can you buy a real wood skin (or real leather)? I bought a fake one, but a real one would be nicer, if it doesn’t add much weight to the folio.
 

Jacoblee23

macrumors 65816
Nov 10, 2011
1,135
363
Add a skin. There are several companies that make real leather ones. They also offer many other designs. I personally bought a real wood skin. Looks great and it covered the defects in my Apple Folio keyboard. After getting it replaced, I realized it was just going to continue to be an issue. By the way, I had mine in a sleeve while in transit. Daily use still caused issues with the keyboard folio and regular folio. Apple will replace it but the replacements mess up too.
What do I search for? I don’t know where to find this.
 

omelet1978

macrumors regular
Sep 22, 2012
220
88
https://www.decalgirl.com/

This should point you in the right direction. The keyboard folio works really well but the exterior is not high quality and quite frankly does not feel like an Apple product. I've found mine is showing wear and tear a bit as well. However, putting a skin on it makes a world of difference and it looks a lot nicer.
 

Nismo73

macrumors 6502a
Jan 4, 2013
903
495
Typing on the “new” replacement keyboard. Been a hour and no wrinkles yet. Lol
 

Jacoblee23

macrumors 65816
Nov 10, 2011
1,135
363
Verizon is delivering my replacements for my 11" and 12.9" today. I won't re-buy them again. I hope I don't have this issue again. I have the smart folio for both my 11" and 12.9" and do not have any quality issues with them at all.
 
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