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Level 1

84 points

My iPad screen cracked on its own. Others have this happen? Covered under standard warranty?

I have an ipad 3 that is two months from the date of purchase tomorrow. I have it in a sturdy front/back case. Today, in my air conditioned house, I was reading news on the ipad when before my eyes the screen cracked.

I have bought apple care + but it irritates me that I must pay $49 (and use one of my 2 covered incidents) when I don't feel I did anything wrong.

I spoke with Applecare and they told me that it's not covered. I asked if they never have any design or mfg errors? It's always user error? They said it's not covered but I could bring it to an apple store and if they agree that it was a mfg flaw (and how do I convince them of that?) then it MAY be covered.

Very disappointed Apple customer. I realize some people would lie so it's hard to separate what's covered and what's not. At the same time, thank goodness I bought Applecare. Otherwise, I've owned this product for just shy of 2 months and watched the glass crack before my eyes while reading the news and their response is pretty much "tough luck."

Anyone else had this? Gotten it covered under the standard warranty rather than applecare?

Thanks.

Posted on May 26, 2012 12:15 PM

Best reply

Soto

Level 3

669 points

Posted on May 26, 2012 12:18 PM

this is a far fetched response by me but here it goes. The new iPad gets VERY hot due to its huge battery, maybe the screen went into shock with the AC and the Heat from the battery. 😮

View in context

63 replies

May 27, 2012 8:43 AM in response to Ramblinmanva

I can actually state that that is true!!

I dropped my iPhone and told the genius bar agent and they were willing to replace under warranty as one time courtesy UNTIL they found out I was out of warranty. lol :-(

Lashep12

Level 1

0 points

May 27, 2012 9:13 AM in response to Ramblinmanva

I dropped my 3rg gen iPad less than 12 hours from original purchase. No AppleCare +, I took it to my local apple store and talked with the genius bar (not so genius) and they told me there was nothing they could do. They wanted 350 bucks for me to walk out with a new iPad. I explained to him that I was planning on buying the AppleCare + on my next paycheck. I asked "could I please just buy the AppleCare for 99 and pay the 49 service charge for a replacement." He said there was nothing he could do, he said apple has really cracked down on their free replacements and other procedures. I finally realized that I was getting nowhere fast with this guy and left with my shattered iPad in hand. I drove 25 mile north to the Next apple store, walked in and asked for the manager this time. Manager walks up and asks me what the problem is, I explain the story again about how I dropped the iPad while getting out of my car less than 12 hours from original purchase. I show him the shattered screen and without hesitation says "I'm not going to make you pay for this... I'll just swap it out for a new one." What a relief that was to hear! Moral of my story is.... Walk into the store and ask for a manager. If he/she doesn't want to help you then hop in the car and drive to the next store and try again. If your honest and polite they are likely to help you in some way. Hope that helps!

Ramblinmanva Author

Level 1

84 points

May 27, 2012 9:15 AM in response to Maryk2311

You may wish to read the entire thread. I said my iPad was less than two months old. The guy looked At me and said it was likely due to the heat caused by the battery. Why shouldn't this have been covered under the warranty I was under?

Philly_Phan

Level 7

20,707 points

May 27, 2012 9:32 AM in response to Ramblinmanva

Clayton Rhoades wrote:

The guy looked At me and said it was likely due to the heat caused by the battery. Why shouldn't this have been covered under the warranty I was under?

What did "the guy" say when you asked him that question?

Ramblinmanva Author

Level 1

84 points

May 31, 2012 7:58 AM in response to Philly_Phan

Writing with an update about my situation.

I paid the $49 charge and received a new ipad. However, I know I did not drop the ipad and tothers have had replacements for free who even admitted to dropping it.

Still chewing on this for a few days, on a whim I decided to email Tim Cook at his Apple email address last night. This morning, I received a phone call from the local store manager in my area who said he received an email forwarded to him from Tim Cook and that he wanted to make sure I did not have to pay the $49 fee. Said they didn't think the situation was handled in the best way possible for the overall customer experience and they have refunded the $49 fee.

Obviously, I'm impressed with their above & beyond response to the situation.

Soto

Level 3

669 points

May 31, 2012 3:12 PM in response to Ramblinmanva

geez so am I, but like i said...i thought you has a chance

Cmvega89

Level 1

0 points

Jun 22, 2012 1:31 PM in response to Ramblinmanva

Clayton thanks for your post. I was searching the net and my screen cracked in the top right hand corner. Very strange! I brought AppleCare but I only had the new iPad for 3 months. I'm new to apple and was kind of nervous about getting apple products. I'm going to use sme of your suggestions when I go into the store. I would hate to have to pay $49 after I just paid $99 to get AppleCare less than 4 months ago. Does anyone have Tim cook's email address because I will right to him regardless of my experience. I'm new to apple and want to be a believer but if the products are not what they are stating I will be walking away.

Philly_Phan

Level 7

20,707 points

Jun 22, 2012 2:30 PM in response to Cmvega89

Let's see...

You're going to complain to the CEO of a company that his employees want to do exactly what you agreed to when you made the purchase. Amazing!

Ramblinmanva Author

Level 1

84 points

Jun 25, 2012 6:01 AM in response to Cmvega89

Ignore Philly. He apparently likes to post insulting comments that do not actually help or answer a question.

Believe it or not, companies make exceptions to policies all the time. Philly apparently has no courage to ask.

Two weekends ago this same store manager helped me with an issue on an out of warratny macbook. Their profit nargin is such that it is good customer service to help in some cases.

Ask for the store manager and be polite. Apparently Philly and others have low expectations and they are often met. Judging from their posts, I am not surprised. I would not help them either.

Mazx

Level 1

4 points

Jul 8, 2012 1:27 PM in response to Ramblinmanva

Long story short, the iPad is defective.

Mazx

Level 1

4 points

Jul 8, 2012 1:35 PM in response to Ramblinmanva

Why are my post bein deleted

Mazx

Level 1

4 points

Jul 8, 2012 1:38 PM in response to Ramblinmanva

I had my iPad out in the backyard with me, I had it in my hand as I broght it in and it cracked, in my hand. It was about 10 degrees hotter in the backyard. This isn'nt acceptable.

Fi44

Level 1

0 points

Aug 12, 2012 12:18 PM in response to Ramblinmanva

Hi, the same thing happened to me . I woke up and there was a single hairline crack on my Ipad. When i left it by my bed last night it wasnt there. Its a very small crack and can only be seen at an angle .... But a crack nevertheless...

My Ipad 3 is only 2 months old. I fixed a screen cover and got a double sided protector from day 1 and its never been dropped. Am very upset ..

Am going to Genius Bar tomorrow.. Wish me luck

Mazx

Level 1

4 points

Aug 13, 2012 3:56 AM in response to Fi44

I had to pay to get mine fixed even though it pretty much cracked on its own. Now I almost scared to used it should it decide to self destruct again. Apple make some really crappy products! You can tell by the fact that apple doesn't warranty their products, seriously who does that besides apple? I will never buy another apple product ever again.

Aug 13, 2012 5:00 AM in response to Mazx

Mazx wrote:

! You can tell by the fact that apple doesn't warranty their products, seriously who does that besides apple?

Apple doesn't warranty their products? What planet do you live on? Certainly not the one I live on where I've made use of Apple warranties on a number of occasions in the 20 odd years I've owned Apple products.

No manufacturer warrants their product against damage, by the way. "Pretty much cracked on its own" is rather like "a little bit pregnant". I'm not suggesting you damaged it on purpose but accidental damage is not covered by the warranty any more that intentional damage.

My iPad screen cracked on its own. Others have this happen? Covered under standard warranty?