What should I do? Sold factory reset iPad, new owner says passcode is set?

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Level 1

8 points

What should I do? Sold factory reset iPad, new owner says passcode is set?

Hi everyone,

I sold an iPad 2 on Ebay last month (10th Jan) and shipped it next day to arrive on 12th. The iPad was factory reset followingApple's "What to do before selling or giving away your iPhone, iPad, or iPod touch" instructions. The iPad was previously bought new from the store and has never been resold or anything. The Ebay buyer was an account with zero feedback.

On 17th Feb (38 days later) the new owner emailed me saying that the iPad had a passcode on it. He claims it is still in the initial setup screen, quote "after the hello message in 4 languages a window opens that says....enter passcode iPad requires your passcode after restarting."

Note that the iPad is not locked to an Apple ID (I've checked the iCloud account and it's definitely not there). The error is only asking for the passcode - but the iPad was factory reset and setup hasn't been completed, which means that there shouldn't be a passcode. (I'd like to focus on solving the problem, but as far as I can see, there are two possibilities - someone went part way through the setup process and set a passcode, or leaving the iPad in setup for over a month has caused something to go wrong).

I searched and found this relevant question: "I got locked out from my iPad mini during setup, keep ask me for passcode but I didn't set one up." The solution there was to erase the device with recovery mode. I sent that link to the buyer. It's a simple process that should only take a few minutes. He says that he has tried that and it doesn't work. He won't say exactly where it fails or what the error is. I suggested that he ask for help from someone who knows more about computers or that he takes the iPad to an Apple store to have them reset it, but he says Apple stores won't help, the nearest store is 30 minutes away and he doesn't have the time.

He now says he wants me to give him my credit card details so that he can bill my card for a courier to pick up the iPad. The purchase price was £137.99 + £11 shipping. I've already paid Ebay fees of £14.89. He seems to expect a full refund, including me paying again for return shipping, and me paying the Ebay fees which won't be refunded. Obviously in that scenario I end up losing quite a bit of money.

So questions:

Will an Apple store erase the iPad? (I've been told that they will, but the buyer is claiming otherwise. The Apple instructions seem pretty clear that they will indeed do this, quote: "If you don't have a computer, borrow one from a friend, or go to an Apple Retail Store or Apple Authorized Service Provider.")

Given that he is out of the 30 day deadline for Ebay returns, is there any way to recover the Ebay fees if I accepted the return? I wouldn't mind refunding him something just to get this over with, but it would be stupid to lose 1/3 of the sale value to fees and shipping.

What else can I do? I really would like to resolve this problem, but my options are limited when he can't reset the passcode himself, won't go to an Apple store for help, and the Ebay returns deadline has passed.

Thanks for any advice and sorry for the long post (just wanted to include all the details). I will share this discussion with the buyer and he is free to comment if he wishes.

iPad 2

Posted on Feb 19, 2016 6:36 AM

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Answer 1

Feb 19, 2016 7:03 AM in response to docbain

Sounds like you have provided the buyer with all of the advice that we would give here. If they are incapable of following the instructions to clear the Lock Screen passcode, and are "too busy" to take it to the Apple Store to get help, I don't really see how you are responsible for that. Why did he wait for over a month to set it up when they knew they had a 30 day return window? Why is he not forthcoming about why the instructions you sent him to get the issue resolved "don't work"? This kind of issue is resolved daily on this site. But when someone tells us that they "can't" do something and will not provide the exact issue that they are encountering, we can do nothing more for them.

So, from the troubleshooting standpoint, the buyer has the option of either providing you with more information so you can help, or taking the time to go to the Apple Store to get help. If the device is not Activation Locked, which it wouldn't be since you followed the instructions about what to do before selling, then the issue is operator error. There is nothing wrong with the device. The only issue is getting it reset and getting it set up.

I can't see how you can do anything more for someone who is not willing to work with you, or who is not willing to get some help form someone who understands what they are doing (since he clearly does not).

Best of luck,

GB

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Answer 2

LACAllen

Level 8

43,622 points

Feb 19, 2016 3:37 PM in response to docbain

So here is the exact screen a user sees when running the setup assistant.

This is when the iPad was reset to factory.

As you can see, iOS is asking the user to CREATE a passcode, not enter one.

If they tap on PASSCODE OPTIONS, they will the second screen, including the option to not have a passcode at all.

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Answer 3

docbain Author

Level 1

8 points

Feb 22, 2016 11:49 AM in response to gail from maine

Thanks for the answer Gail, I really appreciated your perspective. I've spoken to Ebay on the phone and they said as a seller I've done everything correctly and after 30 days the sale is final and irreversible. You're right, there's nothing more that I can do.

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Answer 4

docbain Author

Level 1

8 points

Feb 22, 2016 11:51 AM in response to LACAllen

Good idea but it doesn't match his description of the problem: "after the hello message in 4 languages a window opens that says....enter passcode iPad requires your passcode after restarting."

Thanks anyway.

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