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Faulty iPad - why is it so difficult to resolve?

896 Views 7 Replies Latest reply: Mar 13, 2013 1:54 PM by Peter Gillespie RSS
Andyste Calculating status...
Currently Being Moderated
Mar 13, 2013 10:50 AM

The backlight went on my 10 month old iPad 3 yesterday. Having bought it at Tesco, it seemed only logical that I would be able to take it back to Tesco and ask for a replacement. Tesco didn't want to know, and told me to ring Apple. Apple have given me three options: travel some distance to my nearest Apple store to get it repaired, send it away for repair (10 day wait), or - get this - pay £69 for the privilege of "only" a 3-day courier turnaround.

 

So, through no fault of my own, I'm going to be out of pocket and/or without my iPad. And to top it all off, I hear horror stories about Apple's "brown box" policy of sending back refurbs. My iPad has been well looked after - always in a soft case, not a scratch or scuff. The thought of getting back a different iPad, whose owner may not have taken as much care with it, fills me with dread.

 

The iPad was my first Apple product, having always been an Android person. But based on the build quality and hassle involved in getting this repaired, I don't think I'll be buying another Apple product again.

iPad (3rd gen) Wi-Fi
  • stedman1 Level 9 Level 9 (50,060 points)
    Currently Being Moderated
    Mar 13, 2013 10:53 AM (in response to Andyste)

    The refurb will be indistinguishable from a new unit.

     

    Side note: When your Android device is replaced under warranty, there is a very, very good chance that it too will be a refurbished unit.

  • Phil0124 Level 6 Level 6 (9,570 points)
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    Mar 13, 2013 11:01 AM (in response to Andyste)

    How is it Apple's fault that Tesco won't take it back and in so doing, allow you to avoid a minor inconvenience at best.

    You should be mad at Tesco not Apple.

     

    Apple is offering a replacement  with the only caveat beiing you need to somehow get your faulty unit to them. I do not think that is really too much to ask.

     

    I would think that having it replaced entirely for a new unit (even a refurbished one) would be more than any other device manufacturer would do for its products.

     

    As far as refurbushed units go, Apple will get all refurbished units up to "New" standards and specs. If the unit had scuffs or scratches, those parts would be replaced.

     

    Youi aren't going to get a damaged unit from Apple.  It will for all intents and purposes look like a brand new unit.  They do rebuild them so they are practially good as new. And they still fall under your warranty coverage should anything not be 100% functional. 

  • Johnathan Burger Level 6 Level 6 (14,455 points)
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    Mar 13, 2013 11:45 AM (in response to Andyste)

    iPad 2, iPad 3, several iMacs, a couple of Mac mini's-all going strong.

    One of my iMacs is 4 years old.

    A few of the Macs are refurbs.

     

    All electronics manufacturers, tablet or phone makers use refurbished products as replacements for warranty replacements.

  • James Ward4 Level 7 Level 7 (23,140 points)
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    Mar 13, 2013 11:54 AM (in response to Andyste)

    My oldest son inherited my old first gen iPad a few months ago. Not long a go, it ceased charging - not clear what the issue was, other than it was definitely hardware. Apple replaced it for him under the battery replacement program. New one is definitely a refurbished model, looks pristine and works like a champ. This is one of only two issues I've ever had with Apple hardware in the 12+ years I've used Apple products (Mac Mini, two MBPs, two iPhones, two iPads, and I'm note sure how many iPods). In both cases, the issues were handled properly, promptly and to my satisfaction (and I am demanding when it comes to customer service).

     

    This was handled in the Apple store close to us. It may not be convenient, but probably worth the trouble to handle the issue that way.

     

    As for the statement about Android products, Android is an OS, not hardware, so not sure how that applies.

  • Meg St._Clair Level 8 Level 8 (37,475 points)
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    Mar 13, 2013 1:29 PM (in response to Andyste)

    Andyste wrote:

     

    And to top it all off, I hear horror stories about Apple's "brown box" policy of sending back refurbs. My iPad has been well looked after - always in a soft case, not a scratch or scuff. The thought of getting back a different iPad, whose owner may not have taken as much care with it, fills me with dread.

    My iPad developed a fault in the cellular antenna about a week shy of the end of the warranty. This is my third iPad and the only one I've ever had an issue with. I am fortunate to have a nearby Apple Store and was able to have it replaced on the spot. The refurb unit (yes, I saw the box) is indistinguisable from new. In fact, my iPad had a small scratch on the screen. This one doesn't. I feel I made out on the whole deal.

     

    I've had an iPhone replaced and once, a long time ago, an iPod. Last year, I bought a refurbished MBA from Apple's Online Store on purpose because it was $200 cheaper. Never had a minute's trouble with it and would never had known it wasn't new.

     

    Getting the device replaced is an inconvenience. It's funny how quickly we become almost dependent on something that didn't even exisit 5 years ago, isn't it? However, don't be concerned about the replacement.

     

    Best of luck.

  • Peter Gillespie Level 6 Level 6 (10,780 points)
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    Mar 13, 2013 1:54 PM (in response to Andyste)

    I can't believe you would expect to actually get any kind of Customer service from Tesco

     

    There are many more reliable sources of Apple products than that operation

     

    If approached correctly APPLE are one of the best customer service operations in UK

     

    An Apple Store would have replaced over the counter with a smile

     

    Tesco ,you would have got better service from  Comet and they have failed and collapsed

     

    I wouldn't buy Groceries from Apple ...................................

    Horses for courses ,     ..........................I am sure you know what I mean

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