I Broke My iPad 2

Yup. A $500 magic media/business/gaming/entertainment plaything ... and I dropped it right on its corner onto the cold, hard concrete of Hoboken Terminal.

The impact shattered the glass, dented the corner and made me vomit on my shoes.

The iPad still worked perfectly but it's beautiful face was scarred beyond repair. Its Joker-smile of a crack mocked my inability to hold onto so precious an item. We use the iPad to prepare Keynote presentations for work, read stories to the kids, play games and watch TV. All of those functions would not be a problem even with the cracked glass, except for reading to the kids. Because picking glass out their hands after a bedtime story doesn't sound like too much fun.

After pulling myself together enough to move on, I began researching repair options. I had not purchased the AppleCare warranty but even if I had, it doesn't cover accidental drops. So I was out of luck with Apple. There were a few places that would be able to repair the glass and the digitizer but the costs would range from $150.00 to $350.00. I might as well buy a new iPad 2.

I decided to ask Apple what the best options were. Maybe they would let me mail it back to them, pay a repair fee and then have it shipped back in 2-3 weeks time. That would have been acceptable except that I had a presentation to deliver at work in TWO days. I figured I could inquire, get the info, do the presentation and then ship off the iPad ... if that was even an option. I had to try.

So I made an appointment at the Genius Bar at the Apple Store in Menlo Park Mall for that evening. With my tail tucked between my legs, I walked up to the Bar and showed them what happened. The Genius, Ray B., took a look and said "Wow, right on the corner huh?". I meekly answered yes and said "I know there isn't much you can do, but we use this for a lot of stuff and I have a presentation to do on Friday so I just want to know what Apple's recommendations are for repair."

Ray said there are options and began to take down my info. He plugged in the serial number of my iPad into his iPhone, pulled up the purchase date and said, "You ordered this on Day One and have had it less than a month." Again, meekly I answered yes as if being admonished for my irresponsibility. Ray told me to hang on while he went to the back to get some more info. As Ray left, I could only stare at my broken, but still functional iPad. I hoped that the pricing for repair options was not going to be terrible.

When Ray came back, I braced for the numbers and he said ..

"Now, you know drops aren't covered by the warranty right?"

*gulp*

"Yeah, I just want to get the best, Apple-recommended options for fixing it."

"Unfortunately, we can't just repair the glass on this because it's one whole unit. We'd have to take it all apart and start over to make sure it's done right."

*double gulp*

"OK"

"So listen, you've had it for less than a month. We want you to enjoy the experience so this will be a one time exception but I'm just going to replace it with a brand new one. Cool?"

*blank stare*

At this point, Ray was smiling at me but I wasn't sure if it was a mocking, late April Fool's, you're-an-idiot smile.

*blank stare*

"What? Really? You can do that?"

"Sure. Like I said it's a one time thing but this will help us make the products better and you clearly use it so we want you to keep using it happily."

"You'll replace this? With a new one? When?"

"Right now. I'll just fill out the paperwork, you sign it, give me this one and walk out with the new one."

It took every ounce of restraint for me to not hug Ray B. right there.

So just like that, I bought, broke and got a brand new iPad 2 all in one month. Now I fully realize how fortunate I was. Ray B. could've been having a bad day and decided that I was SOL. But all of this is a testament to how Apple puts the customers first.

Thanks Apple! Thanks Ray B.! YOU ROCK!