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User profile for user: Tried-Everything-Else
Tried-Everything-Else Author
User level: Level 1
9 points

New iPad 7 (10.2) Does Not Hold A Charge, and takes *Forever* to "recharge"

Hi There,


About three weeks ago we purchased two new iPad 7s (10.2") from Apple online. They are both the "basic model" with no cellular antenna, one is "Space Gray", and one is "Rose Gold". Besides the color, the only difference I could see was that they each came in a different style of shipping box. - Inside, the boxes were identical except for the different colors of the iPads.


We got the iPads so our girls could play Minecraft together, and the devices have the same software version, apps, and approximately the same usage patterns. They pretty much only play the one game, and usually together.


One of the iPads (the rose gold one) doesn't hold a charge very long, and never has since it arrived - maybe a few hours from a full charge until the battery indicates approximately 10% remaining, and attempting to charge it takes all day. - Literally, *all day.* It was at "1%" charge when (about 3 hours ago) I plugged it into the charger that came with it, and now it says it's at "15%" charge.


I tried charging the iPad with different Apple cables and power supply combinations that work on other iPads and iPhones, but this iPad still has problems with charging.


I tried a "Hard Reset" as recommended here: my Ipad will not charge. I have tried nu… - Apple Community


I also changed the mail settings from "push" to "Manual fetch", but that didn't work either.


Side note:

I'm probably just not seeing it, but in the drop down menu where we're supposed to answer: "What device is this about?" I couldn't see "iPad 7th Generation" as an option.


Here's what I see in that dropdown list:

"iPad

  • iPad Pro 11-inch Wi-Fi, Cellular
  • iPad Pro 11-inch Wi-Fi
  • iPad Pro 12.9-inch, 3rd Gen, Wi-Fi, Cell
  • iPad Pro 12.9-inch, 3rd Gen, Wi-Fi
  • iPad Pro 10.5-inch, Wi-Fi, Cellular
  • iPad Pro 10.5-inch, Wi-Fi
  • iPad Pro 12.9-inch, 2nd Gen, Wi-Fi, Cell
  • iPad Pro 12.9-inch, 2nd Gen, Wi-Fi
  • iPad Pro 9.7-inch WiFi, Cellular
  • iPad Pro 9.7-inch WiFi
  • iPad Pro 12.9-inch Wi-Fi
  • iPad Pro 12.9-inch Wi-Fi, Cellular
  • iPad Air 3 Wi-Fi
  • iPad Air 3 WiFi, Cellular
  • iPad Air 2 Wi-Fi
  • iPad Air 2 Wi-Fi, Cellular
  • iPad Air Wi-Fi
  • iPad Air WiFi Cell TD-LTE
  • iPad Air Wi-Fi, Cellular
  • iPad mini 5 Wi-Fi
  • iPad mini 5 Wi-Fi, Cellular
  • iPad mini 4 Wi-Fi
  • iPad mini 4 Wi-Fi, Cellular
  • iPad mini 3 Wi-Fi
  • iPad mini 3 Wi-Fi, Cell TD-LTE
  • iPad mini 3 Wi-Fi, Cellular
  • iPad mini 2 Wi-Fi, Cellular
  • iPad mini 2 Wi-Fi
  • iPad mini 2 Wi-Fi, Cell TD-LTE
  • iPad mini Wi-Fi + Cellular
  • iPad mini Wi-Fi + Cellular (MM)
  • iPad mini Wi-Fi
  • iPad (6th gen) WiFi, Cellular
  • iPad (6th gen) WiFi
  • iPad (5th gen) Wi-Fi, Cellular
  • iPad (5th gen) Wi-Fi
  • iPad (4th gen) Wi-Fi + Cellular
  • iPad (4th gen) Wi-Fi
  • iPad (4th gen) Wi-Fi + Cellular (MM)
  • iPad (3rd gen) Wi-Fi + Cellular
  • iPad (3rd gen) Wi-Fi + Cellular (VZ)
  • iPad (3rd gen) Wi-Fi
  • iPad 2
  • iPad 2 3G
  • iPad 2 3G (VZ)
  • iPad 3G
  • iPad

"


Any suggestions will be greatly appreciated.


Thanks in advance.

:)

Posted on Apr 30, 2020 3:41 PM

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User profile for user: MichelPM
MichelPM
User level: Level 10
81,284 points

Posted on Apr 30, 2020 4:24 PM

I am not sure what you purchased, but no 2019, 7th gen iPad comes in Rose Gold ( a pink-ish gold hue ).

The 2019, 7th gen 10.2 inch screen iPads ONLY come in gold (which is more of a copper-ish, gold color, now ), silver and space gray.


Also, did those 7th gen iPads both come with a 10W or 12W power/charging adapter?

Any iPad will charge better/faster with the 12W power/charging adapter.


I suggest contacting/reaching out to Apple Product support and services about your iPad issues.

Tap on the first link below and scroll down some to get to the Apple Product Support section and phone numbers for your location/region.


https://www.apple.com/contact/


OR


https://support.apple.com/en-us/HT201232



Best of Luck to You!

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4 replies
Question marked as Top-ranking reply
User profile for user: MichelPM
MichelPM
User level: Level 10
81,284 points

Apr 30, 2020 4:24 PM in response to Tried-Everything-Else

I am not sure what you purchased, but no 2019, 7th gen iPad comes in Rose Gold ( a pink-ish gold hue ).

The 2019, 7th gen 10.2 inch screen iPads ONLY come in gold (which is more of a copper-ish, gold color, now ), silver and space gray.


Also, did those 7th gen iPads both come with a 10W or 12W power/charging adapter?

Any iPad will charge better/faster with the 12W power/charging adapter.


I suggest contacting/reaching out to Apple Product support and services about your iPad issues.

Tap on the first link below and scroll down some to get to the Apple Product Support section and phone numbers for your location/region.


https://www.apple.com/contact/


OR


https://support.apple.com/en-us/HT201232



Best of Luck to You!

Reply
User profile for user: Tried-Everything-Else
Tried-Everything-Else Author
User level: Level 1
9 points

May 5, 2020 11:42 AM in response to MichelPM

Thanks @MishelPM,


I stand corrected, The iPad is "Gold" (not "Rose Gold").

Both power charging adapters are 12W.


Update:


The new iPad is confirmed defective by Apple product/tech (chat) technicians after reviewing the iPad's logs.


Three Apple support technicians, ("LINDA" and "Kamron", techs and "Antoinette", a Senior Advisor) on "chatsupport.apple.com" indicated that although the unit is defective from right out of the box, that the unit is "beyond the exchange window" (which is 14 days) and that they will not be taking back the iPad for a refund.


I then spoke (on the phone) with a "phone senior advisor" to help me with my issue, and after reviewing the chat logs and clarifying the details again with me, she agreed to provide me with a refund for the defective unit after I purchase a new iPad on apple.com, and then returned the defective iPad to Apple (that was my suggestion). After confirming everything, the "phone senior advisor" then transferred me to "Peggy" at "Post Sales" who confirmed that I already purchased a replacement iPad by looking up the order number. She then processed my return return request and emailed me instructions for a shipping label. Turns-out, Apple *will* take back the defective unit and begin the process for a full refund within 1 business day of receipt. Peggy she said that the refund should post back to my original credit card within another 5 business days after that.


Moral of the story: "Be nice, and don't give-up."


Thanks.

:)

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User profile for user: MichelPM
MichelPM
User level: Level 10
81,284 points

May 5, 2020 3:12 PM in response to Tried-Everything-Else

Generally, Apple customer service is great as long as you do not become ranting, angry or irate, toward the Apple customer service people trying to help you.

Right now, with the worldwide pandemic, Apple customer phone or chat service is the front-line contact with Apple right now.

So, I am happy you got very good customer service from Apple with a very good outcome.


Be safe, Be Well...STAY Well!


Michel


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New iPad 7 (10.2) Does Not Hold A Charge, and takes *Forever* to "recharge"

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