ServiceEngineer78

Q: Embedded SIM Problem

Has anyone run into the issue where they contacted apple care and the representative on the other end doesn't know about the product you are calling for?

 

I recently had to replace my iPad Pro 9.7 at a local Apple Store under warranty. There was a bright spot in the cooer right quadrant of the display. It wasn't extreme, but once I sew it, my eyes always went right to it afterwards. Since the unit was only a couple months old I was not too happy with "just dealing with it" so I brought it in and ultimately they replaced it. This is one thing I love about Apple, that they really take care of their customers. So I proceeded to drive home and get on the phone with AT&T to activate it, since this iPad was originally purchased from them and put on my plan.

 

After getting nowhere with AT&T customer service they transferred me to Apple Care because I didn't have an ICCID under Settings/General/About. After being connected with the Apple Care representative I explained the problem. To my surprise he had no idea about the embedded Apple SIM and kept asking me where my old SIM was and that I have to have one to get cellular service. Now I knew this wasn't correct and I tried very carefully to explain that there was no external SIM that it was activated on the embedded SIM, however, they guy fought me on this and sounded quite confused throughout the call. I also tried to activate it under the Settings/Cellular/Add Cellular Carrier/Transfer To New iPad option. This option is not working for me because it has to do with a different plan type (which I or the rep didn't know) it also said my user name and password were incorrect, but it wasn't. I logged right in to the website no problem. As a result of this he told me to change my password for AT&T and that didn't work, it wouldn't have worked anyway, but I know this now, it's just so you can see the trail of events here. I was then left on hold for 15 minutes only to be told I have to call my carrier.

 

Just for the forum reference all iPad Pro's (in the US at least) are made with an embedded SIM, but also have a nano SIM tray for traveling abroad. For those that don't know "embedded" means it is built into the electronics of the device and is non removable. Why do this and make all kinds of confusion? It is designed to allow for a smaller device and is supposed to give more options for carrier selection.

 

To fix this problem I took my replaced iPad Pro 9.7 to my local AT&T store the next day (today) to provision the embedded SIM. They had me going in under 5 minutes. Come to find out, if anyone runs into his issue, you will need to tell the person you are talking to that if theres no ICCID then its either a wifi only device or you are using a device with an embedded SIM. They will need to provision it with the CSN which is a really long alpha-numeric number located in Settings/General/About toward the bottom alone with the IMEI (obviously).

 

I'm just surprised that the Apple Care "experts" had no idea what the heck I was talking about. I am a EM Engineer and work on industrial equipment. I also provide technical support for hardware, software, networking and application, so I have a little background and know how to get my point across. I also am a former Windows and Android user that migrated to apple for its ease of use, robustness and quality, along with top notch customer service. I now own the iPad Pro 9.7, iPad mini 4, Apple TV (3rd gen) and Mac Mini (late 2014). All of which are great products that I use every single day and love it. I also actively participate in the Apple Public Beta program with iOS 10 and MacOS Sierra. Apple, if you are listening...take note that when a supervisor doesn't know the iPad Pro comes manufactured with an embedded SIM, theres a problem.

 

What do you think?

iPad Pro 9.7-inch WiFi, Cellular, SIM Card, Activation, Apple Care

Posted on Aug 27, 2016 9:56 AM

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