Bad iPad exchange - Now What??

So my wife’s iPad was having trouble staying charged and drained really fast. I took it into an Apple Store to have it looked at. After hooking it up and doing diagnostics, the “Genius” told me the battery was bad. She said that batteries don’t get repaired and exchanges are offered. They had one in store that it could be replaced with for $200. Ok, no problem. Let’s do it. Fast forward 6 months. My wife asked me if I knew how to turn the screen recording feature on because she used to be able to do that. To my complete surprise, I find out that the 6th Gen iPad Pro we turned in, was exchanged for a 4th Gen iPad Pro. Many of the features she used to have are not available now.

What do we do? I thought they were supposed to exchange for a like item, not an older defunct one. Did they just rip us off? I know for a fact that I would not have exchanged for a worse product, so I feel confident in saying that it was never disclosed to me at the time. Seriously. Who trades in an item for an older outdated one?

iPad Pro, iPadOS 18

Posted on Mar 29, 2025 11:24 PM

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1 reply

LotusPilot

Level 10

312,219 points

Mar 30, 2025 2:21 AM in response to cmJillian

Perhaps a mistake was made. Unfortunately, as six months have elapsed before its discovery, you might find it difficult to have the problem corrected. If your iPad was actually exchanged as a trade-in - you may be out of luck having accepted a different iPad model.

You would be best advised to return to the store where the exchange took place - taking with documentation that you received when the exchange was processed (this will have serial numbers of both the original and exchange device). If available, also take your original purchase invoice that shows the model and serial number of the original iPad - and any other evidential documentation that you may have.

Politely explain the problem. Remember, everyone likes to be treated with kindness and respect - and if you extend common courtesy when explaining the problem, you will likely get a lot further than if you are confrontational. If necessary, as to speak with the manager.

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Bad iPad exchange - Now What??