My brand new 2 month old iPad Pro stopped working and Inspite of having apple care + the authorised service centre in Mumbai has failed to deliver a replacement or even a loaner service. I’m without a device since 9th August. Spending on apple care plus feels like a total waste. Any recommendations on what I can do to get Apple to care?
iPad Pro, iPadOS 17
Any recommendations on what I can do to get Apple to care?
First, Apple will not see your concern here. This is a user-to-user forum and we cannot handle complaints on Apple's behalf..
Government restrictions on foreign-owned business, not Apple, have caused most of the service issues we see reported from India.
This is the current AppleCare + document for India:
Did you buy the iPad in India or another country? Where purhcased is addressed in all AppleCare + document have this statement:
You can try:
The terms don’t offer a loaner and does not promise a certain turnaround time. It does say it will vary due to varying factors.
percyjamshedji wrote:
Hey thanks. I wasn’t mindful of that. Just felt the strong urge to prove a point. Attached the redacted doc.
You're very welcome.
The second sentence of Item #10 is perhaps relevant. While the document states that all efforts will be made to repair the iPad within ten working days, this is not a guarantee. The full clause clearly states that non-availability of parts (or a replacement device) will impact this expectation.
There are terms and conditions that come with purchasing Apple Care and by purchasing you agree to and acknowledge that you can void coverage by doing (or not doing) certain things with your device.
Is your iPad replacement not covered?
For more info see here: Legal - AppleCare+ - Apple
note: terms and conditions may vary by country
1. The terms do offer a loaner device (subject to availability).
2. The turnaround time is clearly specified as between 7 to 12 days. Again, subject to varying factors.
I understand subject to availability and varying factors is a clever way for Apple to indemnify themselves of almost all complains legally. But can a billion dollar company do better
to serve their customers?
this is not about the legality of what Apple is doing but when someone is paying for a privilege, the least one can expect is for Apple to honour that or serve their customers better.
again, expecting someone to be without their brand new device for over 2 weeks seems unfair when Apple can easily arrange for a replacement within the same city.
percyjamshedji wrote:
Strange. It’s mentioned quite a few times. Read Page 1. Point 10. It’s
also mentioned under “condition of equipment”
Point 10 is about picking up the equipment after you've been told it's ready. It says nothing about how long the repairs will take.
Im aware of the terms and conditions. The iPad is 2 months old and I did nothing to cause harm to it. No dropping. No water logging. It’s an expensive device that I’ll do my best to care for. However the display flickered and stopped working randomly so I took it to an authorised centre recommended by apples support team. Not only is it within the warranty period but I also purchased Apple care plus. The frustration is the delay it’s taking in getting my replacement device. It’s been 2 weeks now I’ve reached out to all mediums of support but all that’s happening is that I’m being sent from tech support execs to escalation manager to customer care support teams. I’m now of the opinion that Apple care is a waste. Mumbai is a huge market for Apple. It’s ridiculous that it takes 2 weeks (I fear it’ll be more) to get a replacement.
I get it Allen. At this point I’m just so frustrated with not having a device for 2 weeks that I’m just looking to see if others have also faced ridiculous delays in getting their device replaced. Getting a replacement has nothing to do with Indian govt policies. I find it frustrating that in spite of it being a 2 month old product AND having full coverage of Apple care plus there’s an inordinate delay. Apple has no iPad pros in Mumbai to replace? It’s their own internal policy quagmire that’s frustrating.
percyjamshedji wrote:
1. The terms do offer a loaner device (subject to availability).
2. The turnaround time is clearly specified as between 7 to 12 days. Again, subject to varying factors.
Where do you see that? I can't find a mentioned of that.
It’s mentioned multiple times in the “service report”. I got the service report that explained the diagnosis details - which I had to sign and hand over. It’s an exhaustive list of things that are mentioned in the smallest font possible. I’ll attach a picture for you to better understand. Again, this is in Mumbai India.
[Edited by Moderator]
I can't find anything in that document about a loaner or that the device will be ready within 7-10 days. Also, the terms and conditions appear to be those of an authorized service provider, not Apple.
Strange. It’s mentioned quite a few times. Read Page 1. Point 10. It’s
also mentioned under “condition of equipment”
Yes this is the service report provided by an authorised service provider to whom I was directed to by apple support team. I don’t get how they are mutually exclusive?
Loaner device entitlement is in a different doc received on purchasing AppleCare plus. That too is “subject to availability”.
ive mentioned in my previous posts that “subject to availability” and “varying conditions” are enough to legally indemnify Apple of any ownership of how long it takes to fix their defective piece.
im engaging here just to understand if Apple care plus makes sense or not. Nevertheless im stuck without a device for 2 weeks now and Apple can surely do better than that.
Okay this is my last response to you.
please read point 10 again.
“We shall make all efforts to ensure the product is repaired within 10 days.”
How is it that you and I are interpreting this simple sentence differently?
I am not sure how much Apple Care costs for an iPad in India, but here in the States I pay like $7.49 a month. Fortunately, you are not out a ton of money even if this is an inconvenience.
If you're really not happy with the service maybe Apple might throw you a bone and give you your $15 back since you've payed for 2 months of Apple Care by now: Official Apple Support
percyjamshedji wrote:
Okay this is my last response to you.
please read point 10 again.
“We shall make all efforts to ensure the product is repaired within 10 days.”
How is it that you and I are interpreting this simple sentence differently?
Perhaps you're talking about something other than what you posted above?
Apple care + for IPad Pro in India seems pointless
