DEFECT: Light bleed on iPad Pro 12.9" 2nd gen

I have two iPad Pro devices, both 12.9" and second generation. I'm seeing very obvious light bleed along much of the left edge on both of them. Pictures are attached. It's clearly a hardware defect. Both iPads are now outside of the one-year warranty.


I spent two hours on chat with Apple support, with a front-line and then a senior advisor, and it was a complete waste of time. They refused to acknowledge that it's a hardware problem. They kept asking inane questions such as whether each iPad is in a case, whether I use the pencil, and whether I use it indoors or outdoors. Strangely, they wanted to know whether I had read other complaints online (yes, there are dozens even on this forum), and whether people were getting replacements from Apple.


I sent them pictures, but they continued to insist that it's a software issue, or perhaps my brightness setting is wrong or I am displaying the wrong color background. I couldn't get their software test to start up as per their instructions, and obviously the discussion wasn't going anywhere anyway. They did say that if it is indeed a hardware issue, then I need to pay full replacement cost, which is about $900! They can't help me whatsoever. It's out of warranty, so it's my problem.


Why won't Apple acknowledge that there is a hardware defect with these devices, and offer replacements? Both devices were purchased just months apart from Walmart, and used regularly at home. There is another thread on this forum (now closed) with many, many people complaining. So clearly this is a known manufacturing or design defect. If there is light bleed on a device after just one year or two of use, is that the fault of the customer?


Posted on Jun 27, 2021 11:07 AM

Reply

Similar questions

1 reply

Jun 27, 2021 11:50 AM in response to Krakatos

This is an Apple product customer/user to user product technical support community.

We are all, largely, just Apple product users, just like you.

You are just complaining to other users here.


We can do nothing for you.

If you have already spent time with Apple support and they have already made a detemination, then there is nothing more you or anyone else here can do for you.


Apple support has given their verdict on this issue.


We users here can offer no other help to you.



Sorry.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

DEFECT: Light bleed on iPad Pro 12.9" 2nd gen

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.