iPad Air 3 broken LCD

looobeee

Hi. Hoping someone can give me some advice please? I bought mum a long awaited iPad Air 2019 model from John Lewis at the end of November. Really excited to give it to her. She was beyond thrilled when she opened it on Xmas day and has treated it like gold. She’s been so careful with it. On Wednesday, after 5 days of limited use, she’d been using it on her lap on the sofa. Took it upstairs, placed it on the bed while she cleaned her teeth. Opened it up to use it and the screen had lines all over it and a black curved mark in one corner. She called me to see and I said it must be faulty as there’d clearly been no damage caused. It’s ok I said, John Lewis will sort it out. After 2 hours on the phone the next day and looking at a photo. They’ve said categorically that we have caused external damage enough to crack the lcd display as there is a black bleed mark which is proof of that. There’s nothing they will do. I argued that we did nothing to it, there is no evidence on the glass screen or anywhere else of any damage. We’re both devastated-i’d saved up to buy her this almost £500 present and it’s useless. The point is though that she didn’t cause damage to it. Surely it should withstand being carried. What sort of force would cause such devastating damage without knowledge?? I just don’t get it. Do I have any rights? It would be easier to stomach if she had thrown it on the floor. 

Thanks!

visidigi

Book a genius appointment with Apple (or call them if closed due to tier) and see if they are willing to review. If they say its a manufacturing issue then they will provide proof for JL to replace.

JJ_Egan

Yet to see a post where user admits damage .

Dropped  is the usual reason for screen damage .

looobeee

Totally agree there must be lots of people who don’t admit to damage. We haven’t caused it. Genuine. 

TadleyBaggie

iPad screens aren't prone or known to spontaneously crack, some external force almost certainly occurred.

Might be covered under a household insurance policy.

Aylesbury_Duck

visidigi said:

Book a genius appointment with Apple (or call them if closed due to tier) and see if they are willing to review. If they say its a manufacturing issue then they will provide proof for JL to replace.

This is the best thing to do.

When you say your mother "opened it up", did she have it in a case?  If so, it's possible that a foreign object was caught between the case and the screen when it was closed, causing the crack.  The damage you describe doesn't sound as if it would happen spontaneously. 

My suspicion is that your mother has sat on it (it having been left on the bed), or it's ended up on the floor after she pulled back the covers to get into bed and forgetting it was there. 

looobeee

Yes it was in a case. I followed her up to bed and saw her carry it up. She had nothing else in her hand. Can’t stress enough that nothing happened. That’s why I am at such a loss and feeling so sickened. 

Is there anyway that there could’ve been a weakness in that spot which could’ve appeared after use? Surely it would’ve need substantial impact to cause that, especially being in the case. No scratch or signs of damage anywhere 

Browntoa

Picked up by edge of screen , fell off bed onto edge of iPad to name 2 ways it happened

Black curved area in one corner sounds like a thumb against the screen .

I used to fix these , I've yet to see a broken screen that was due to anything apart from user damage

looobeee

How hard must you press with your thumb to cause that damage?

looobeee

So upshot is that you are all saying, like John Lewis, that we have unknowingly caused catastrophic damage to the iPad then and there’s nothing we can do. Thank you for your time 

Browntoa

Not very , weight of the unit forces down on the thumb like a pivot.