Failure to get a AppleCare Plus Warranty repair of an iPad Pro damaged Magic Keyboard: Can this SOP be changed?
In 2021 I purchased an iPad Pro 2021 (5th generation) with Magic Keyboard and Apple Pencil 2nd generation on the Apple Military store with AppleCare Plus Warranty, which on the warranty email states that ALL of the Apple devices are covered together. This was such good news that a journalist wrote up that warranty deal on a magazine at the time.
Here is the phrase from Page 1 of the Apple Warranty
AppleCare+ for iPad
Paragraph 1: subsection (1)
The Plan covers the following equipment (collectively, the “Covered Equipment”): (i) the Apple TV, Apple Watch, HomePod, iPad (including an Apple Pencil and an Apple-branded iPad keyboard purchased for use with your iPad, referred to as “iPad Input Devices”), iPhone, iPod, or the Appleor Beats-branded headphones listed on your Plan Confirmation (“Covered Device”),
Page 3 has these service event fees:
iPad Pro: US $49
iPad (all other models): US $49
iPad Input Devices: US$29
In the last few days I attempted to do an Apple Plus warranty repair of a Magic Keyboard purchased with an iPad Pro 2021 and an Apple Pencil. The price quoted to me was $329.00 by several associates on several different calls who had checked with other Apple employees several times on the phone. I also went to the Apple Store at the Domain in Austin Texas to get a replacement keyboard at the suggestion of the first associate I spoke with. The associate at the store told me that was impossible, as they do not stock the replacement keyboards. The ones for sale on the shelf are not for replacement, as the replacement keyboard is shipped in a box to return the original keyboard back for disposal.
Is this standard operating procedure - to deny that a joint warranty on the iPad Pro covers all of the Apple products you purchase with the device?
Here is the problem as explained by a 2nd tier fellow who worked in the Apple Warranty group:
Only one serial number is captured on the Apple Plus Warranty - the iPad.
In order to get service on the keyboard, the associate from the Warranty Department, the only ones who have that access, MUST change the serial number on the warranty to the device that needs replacement. THEN, you can do the repair as per the agreement that you purchased.
Can we request that Apple Warranty
change their support system to add each serial number of the devices that are covered in Apple Warranty so that EACH associate one contacts can see that the devices are covered?
I spent 5 hours on the phone to discover this piece of trivia, and wanted to document the effort to see that the conversation was not lost, and to help my fellow iPad owners.
iPad Pro (5th generation)