I’m confused about Apple’s battery replacement policy

Question

I’m confused about Apple’s battery replacement policy

Apple sells refurbished iPads online. In the description, it says all refurbished iPads have new batteries. But when I visited an Apple Store, I was told they never replace batteries in iPads. They said iPads aren’t designed to have the batteries replaced, hence they always give customers new iPads if the batteries have failed. They will never replace the battery in a customer‘s iPad.

Can anyone explain this seeming contradiction?

I was also told they use a special diagnostic to determine the status of batteries. That is the one and only criteria used in their determination of whether an iPhone or iPad battery requires replacement. Even if, for example, they were see a device go from 30% to dead, right before their eyes, that wouldn’t matter. Only the diagnostic matters. I repeated this question to a manager in the store, who reaffirmed that to be the case. Nothing else matters—only the diagnostic does.

Huh?!!

iPad Pro 12.9-inch, 3rd Gen, Wi-Fi

Posted on Nov 8, 2021 10:46 PM

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Answer 1

Top-ranking reply

Michael Black

Level 10

80,448 points

Nov 9, 2021 8:19 AM in response to JustSomeOldGuy

Refurbished iPads are typically refurbished for Apple by the OEM (or a contracted specialized refurbishment company) who has the skilled personal and equipment to open up iPads and conduct internal repairs or parts replacement. It’s just not something Apple does as a user repair process as it is too involved a process to work in a user service type scenario.

The refurbished iPads also have a new, replacement outer shell, which indicates how troublesome opening up an iPad is.

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Answer 2

bumbleben0

Level 5

5,731 points

Nov 8, 2021 10:53 PM in response to JustSomeOldGuy

For iPads, customers that want a battery replacement for their own device will instead receive a new device. After an iPad is traded in to Apple, the iPad is disassembled and reassembled with a new battery and outer shell. The disassembly and reassembly process presumably takes more time than a customer would be happy to send away their iPad for, so they're instead given a new device while the old device waits to be refurbished and resold.

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Answer 3

Nov 9, 2021 8:13 AM in response to JustSomeOldGuy

Assuming that an iPad in need of battery service is otherwise undamaged, Apple Stores will offer replacement of the device with a reconditioned iPad of the same model and specification - in lieu of sending the customers iPad for replacement and return. The reconditioned iPad is your to keep. The cost of this service is effectively the cost of a battery replacement alone.

If you instead use an Apple Authorised Service Provider (AASP), subject to parts availability, your own iPad may be serviced and returned to you. The cost of the battery service may vary - and in some circumstances, your iPad may still be exchanged for a reconditioned iPad.

If exchanged, you benefit from immediate (or at least rapid) replacement with a fully working and tested iPad. Your surrendered iPad is then reconditioned by Apple’s partner network as and when replacement parts are available.

An iPad battery is rated to maintain at least 80% of its initial capacity after 1000 full charge/discharge cycles - a cycle being defined as any combination of charging that totals 100% (e.g., 50% + 15% + 35% = 100).

Outside of Apple’s internal test software, there are software packages available that can access battery cycle count. Popular choices for Mac are Coconut Battery and iMazing - whereas iMazing is available for PC.

https://www.coconut-flavour.com/coconutbattery/

https://imazing.com/

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I’m confused about Apple’s battery replacement policy

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