iPad Pro Screen problem with white thick flat line

[energetic]

Hello everyone!

My screen on the iPad Pro 12.9 (2017), has been since the beginning, a bit unresponsive from time to time. Took it to Apple Store an year ago at Regent Street and they said that this happens most probably due to low speed connection, which at that time sound a bit strange to be the real reason. They claimed that the page on Safari was loading slowly even at the Apple Store, although the same behavior happened to all applications. As per their diagnostics app the iPad was fine with no faults. Go figure now.

Anyway, the real issue now is that I’ve got a real annoying big thick white line accross the screen. Check the photos below and you will see exactly where the problem is. Has anyone experienced such an issue?

 

[Lobwedgephil]

I would schedule a Genius Bar appt, that needs to be replaced.

 

[Loopy65]

Definitely see a problem. Hopefully they’ll have your meeting of a year ago in the system and it won’t be a problem that it’s more than a year old. Remember though that in the EU we have extended warantee if something isn’t working as would be expected, anything up to six years so yours at under two years shouldn’t be an issue.
They would however be within their rights to send you to your point of sale but if that’s Apple then should be sorted no problem.
All the best with it,

 

[charlituna]

[QUOTE="Loopy65, post: 26759332, member: 191581]Remember though that in the EU we have extended warantee if something isn’t working as would be expected, anything up to six years so yours at under two years shouldn’t be an issue.
[/quote]

Aren’t those consumer laws about issues present at time of delivery even if they don’t manifest until later. So you would have to prove that this was caused by something defective when sold and not wear and tear or even dropping the ipad, subjecting it to other pressure from being in a backpack etc. Good luck with that. Apple might just roll with it if they were the point of sale and those EU consumer laws still apply with the whole Brexit etc simply to avoid the back press but if it was bought anywhere else they could push for letter of the law application and the seller might not roll so easily

 

[macduke]

If I had to guess, at some point some pressure was put on the iPad and caused an issue with the backlight on the sides of the display. I'd imagine the 12.9" is more prone to this since it's larger but still thin. I'm getting my first one on Wednesday so I'm going to try to be extra careful. My wife accidentally sat on my 10.5" right after I bought it at launch and it was just slightly bent after that if you laid it down flat on the display you could tell. Fortunately I had an unrelated issue with the Lightning port and had my unit replaced so I was a lot more careful after that. I think that was also before I had it in a case since it was a new size and there weren't many available.

 

[Loopy65]

[QUOTE="Loopy65, post: 26759332, member: 191581]Remember though that in the EU we have extended warantee if something isn’t working as would be expected, anything up to six years so yours at under two years shouldn’t be an issue.

Aren’t those consumer laws about issues present at time of delivery even if they don’t manifest until later. So you would have to prove that this was caused by something defective when sold and not wear and tear or even dropping the ipad, subjecting it to other pressure from being in a backpack etc. Good luck with that. Apple might just roll with it if they were the point of sale and those EU consumer laws still apply with the whole Brexit etc simply to avoid the back press but if it was bought anywhere else they could push for letter of the law application and the seller might not roll so easily[/QUOTE]
Yeah, if there’s any chance of accidental damage or user error obviously not covered. I had an iPhone replaced after 18months no question because the home button stopped working so it clearly was not 'fit for purpose'.
I think it’s a huge grey area and coverage can depend on the attitude of the person you end up in contact with!

 

[energetic]

As far as warranty in the UK, check this link. I’m pretty much covered as Loopy65 mentioned earlier.
https://www.apple.com/uk/legal/statutory-warranty/

My iPad has been on a case since day one. No drop ever happened and no pressure was ever applied to the screen or to the back of the device. In fact the iPad sits and stands on a desk.

What was really annoying is that Apple did not have a proper explanation or at least acknowledged what was going on to the iPad.

Needless to mention that apart from this issue you see in the photos, the screen becomes even more unresponsive during charging. Even the virtual keyboard is unresponsive and sometimes I have to remove the charging cable from the iPad to reduce this behavior.

In addition, if you remove the case and when the iPad is charging you can also feel in the aluminum body with your hand that there is current going through. It is not static, but a weird condition that can be felt on hand.

 

[energetic]

Hello everyone wishing you Merry Christmas. Here is an update regarding my case.

I took the iPad to the Genious Bar at Apple Store Regent Street and explained all the above. Their response was that the iPad Pro was bent and that this was the reason of the faulty screen. Talk about bent iPads, well mine has been standing as I said on my desk from day one and the condition was as it was from the factory.

Eventually they told me that they can swap my iPad Pro with a new same model iPad Pro for 559£ with no cables and charger and with a 90 days Apple warranty. I asked them if it would be a refurbished iPad and they said that, “no it is a replacement iPad for such cases”. I asked them for an alternative and they said that they can give me a 430£ discount for getting the 3rd generation iPad Pro and I though why not?

So, I had my iPad Pro content deleted on the spot at the store and then they checked again the device and said that I could give it to them, but I will have to pay the full amount of the 3rd generation iPad Pro, because my device is now worthless. Well, that did not make any sense so nothing was done in the end. I kept the iPad and after four days I bought a new iPad Pro for me and also another one for my wife.

I have to say that the Apple store service and support in this case was not an Apple worthy support at all and found a lack of communication between employees, which end up eventually being not happy at all.

Apart from the new devices of iPad Pro 3rd Gen 12.9” 256GB, I have on hand now my old device and the problem still persists. Any advice on that? Should I get a replacement anyway for 559£ and then sell it? I have no idea what is really worth it or if there is any alternative options?

Your feedback in this entire adventure will be appreciated.

 

[energetic]

No replies, I guess I’m doomed!