iPad Air 3 broken LCD

looobeee

2021BJ said:

looobeee said:

mattyprice4004 said:

looobeee said:

Just an update to this post which may help others in the same situation. 

Contacted JL again via complaints as advised by citizens advice. They sent it to a 3rd party who looked at it and deemed it accidental damage and wanted £400 from me to repair it. 

I then contacted Apple, who within 3 days, had collected, replaced and returned a brand new iPad to me. No questions asked. I contacted them to ask what had happened and they said ‘just a bad iPad out of the box’. 

So it is possible for the LCD of an iPad to spontaneously crack without any force or damage. Frankly, the idea that someone could cause that damage just with their thumb, as suggested above, would deem the iPad totally unsuitable for use. 

Will think twice about purchasing from John Lewis again given the customer service I received. 

No, you either got lucky with Apple or it didn't happen - sorry. 
The fact they replaced it (?) proves nothing - I also used to repair LCD screens and it never happens without an outside force. Sorry. 

Sorry. You’re wrong in this instance. Of course they have run diagnostics and can see by the appearance it has had no damage.

Did they tell you this or is this just supposition on your part?

They haven’t replaced it for the sake of it.

It's usually called a "gesture of goodwill" but it amounts to the same thing.

We didn’t cause damage. End of.

Whatever.

Trust me, I wouldn’t be bothering having to respond to narrow minded comments similar to the ones in this post if we had simply broken it and tried to pull a fast one! I posted the update, not for naysayers to stick their oar in, but to hopefully help the next person in our predicament. 

Sure you would, in an attempt to get the people who didn't believe you to eat humble pie by "proving everyone wrong" and posting some implausible resolution.  It's far from the first time and certainly won't be the last. Although as you're finding out, it rarely works, nobody believes the posters because the results are, well, implausible.

Wow, what negativity 

Aylesbury_Duck

Aylesbury_Duck said:

looobeee said:

Just an update to this post which may help others in the same situation. 

I then contacted Apple, who within 3 days, had collected, replaced and returned a brand new iPad to me. No questions asked. I contacted them to ask what had happened and they said ‘just a bad iPad out of the box’. 

It would be helpful to others in a similar situation to know a bit more about how you contacted Apple.  How did you go about doing it and what process happened for them to come and collect your broken iPad and return a brand new one without asking any questions?  

Any response to this, OP?

Manxman_in_exile

Ignore the doubters - they won't believe you.

How did you get Apple to collect, examine and replace it so easily?

looobeee

Aylesbury_Duck said:

looobeee said:

Just an update to this post which may help others in the same situation. 

I then contacted Apple, who within 3 days, had collected, replaced and returned a brand new iPad to me. No questions asked. I contacted them to ask what had happened and they said ‘just a bad iPad out of the box’. 

It would be helpful to others in a similar situation to know a bit more about how you contacted Apple.  How did you go about doing it and what process happened for them to come and collect your broken iPad and return a brand new one without asking any questions?  

I have been trying to find the transcript of the chats I had with Apple to post what they said but can’t find them anywhere! I thought it had said they would be saved on the device!

So I contacted Apple Support via the chat on the broken iPad. I explained the situation fully; the sequence of events, John Lewis response and my concern at not being believed in that we hadn’t caused any damage. 

As I was unable to visit a Genius Bar, he said I would need to send the iPad to them to review. He ran some sort of diagnostic on it which he said was ok and that a box would be sent with instructions as to how to send back. I had an email straight away which I’ve posted below. He hadn’t said on the chat but the email stated there would be no further charges! I was so relieved. I hadn’t asked them to have it repaired, I was expecting a diagnosis and hoping that they would be able to tell that we hadn’t caused the damage. The box arrived the following morning, I posted the same day and 24hrs later had an email to say that a replacement iPad would be sent. 

Once I’d received it, the following day, I contacted Apple Support again to ask them what had happened to the iPad. They said that ‘it was just a bad iPad out of the box’ and that is why they were sending a new one rather than repair that one. I was nervous about choosing the wrong model perhaps as I’d seen that the screens for these are different to other models, hence the ridiculous cost to fix them but he assured me it was an isolated incident. 

I thanked him for such fantastic and swift customer support. Not once did they demand that we had caused the damage unlike John Lewis and most of the posters on this forum! Unfortunately my mum is almost too scared to use it now. She’s worried it’s too delicate! I have explained to her that the suggestion that the pressure from her 70yr old thumb had caused the damage is just ludicrous!
If it happens to anyone else then I hope if they google the problem, as I did, they may find this useful. 

Thanks for choosing Apple Support for your repair.

IPAD AIR 3 WI-FI Problem Description: Display - Horizontal / Vertical lines  Serial Number: Repair ID:

What happens next?

Shipping

Within two business days, you should receive a shipping box at this address The shipping box will come with instructions for sending us your product. If you use other packing materials and then the product is damaged in shipping, we'll return the product to you without repairing it. Also, send us only the product itself. If you include extra items in the box, we won't be able to return them to you.  Be sure to send us your product within 10 business days. Otherwise, this repair request will be canceled. If you no longer need service, just dispose of the shipping box.

Coverage

Based on the information you've provided, we believe your repair will be covered by the warranty, an AppleCare product, an Apple repair program, or consumer law. This means there should be no other charges. We'll let you know if we have questions or concerns about the coverage.

2021BJ

looobeee said:

Aylesbury_Duck said:

looobeee said:

Just an update to this post which may help others in the same situation. 

I then contacted Apple, who within 3 days, had collected, replaced and returned a brand new iPad to me. No questions asked. I contacted them to ask what had happened and they said ‘just a bad iPad out of the box’. 

It would be helpful to others in a similar situation to know a bit more about how you contacted Apple.  How did you go about doing it and what process happened for them to come and collect your broken iPad and return a brand new one without asking any questions?  

I have been trying to find the transcript of the chats I had with Apple to post what they said but can’t find them anywhere! I thought it had said they would be saved on the device!

So I contacted Apple Support via the chat on the broken iPad. I explained the situation fully; the sequence of events, John Lewis response and my concern at not being believed in that we hadn’t caused any damage. 

As I was unable to visit a Genius Bar, he said I would need to send the iPad to them to review. He ran some sort of diagnostic on it which he said was ok and that a box would be sent with instructions as to how to send back. I had an email straight away which I’ve posted below. He hadn’t said on the chat but the email stated there would be no further charges! I was so relieved. I hadn’t asked them to have it repaired, I was expecting a diagnosis and hoping that they would be able to tell that we hadn’t caused the damage. The box arrived the following morning, I posted the same day and 24hrs later had an email to say that a replacement iPad would be sent. 

Once I’d received it, the following day, I contacted Apple Support again to ask them what had happened to the iPad. They said that ‘it was just a bad iPad out of the box’ and that is why they were sending a new one rather than repair that one. I was nervous about choosing the wrong model perhaps as I’d seen that the screens for these are different to other models, hence the ridiculous cost to fix them but he assured me it was an isolated incident. 

I thanked him for such fantastic and swift customer support. Not once did they demand that we had caused the damage unlike John Lewis and most of the posters on this forum! Unfortunately my mum is almost too scared to use it now. She’s worried it’s too delicate! I have explained to her that the suggestion that the pressure from her 70yr old thumb had caused the damage is just ludicrous!
If it happens to anyone else then I hope if they google the problem, as I did, they may find this useful. 

Thanks for choosing Apple Support for your repair.

IPAD AIR 3 WI-FI Problem Description: Display - Horizontal / Vertical lines  Serial Number: Repair ID:

What happens next?

Shipping

Within two business days, you should receive a shipping box at this address The shipping box will come with instructions for sending us your product. If you use other packing materials and then the product is damaged in shipping, we'll return the product to you without repairing it. Also, send us only the product itself. If you include extra items in the box, we won't be able to return them to you.  Be sure to send us your product within 10 business days. Otherwise, this repair request will be canceled. If you no longer need service, just dispose of the shipping box.

Coverage

Based on the information you've provided, we believe your repair will be covered by the warranty, an AppleCare product, an Apple repair program, or consumer law. This means there should be no other charges. We'll let you know if we have questions or concerns about the coverage.

Anyone can raise a repair request with Apple.  It doesn't prove anything (or provide helpful information for "people in the same situation.")

looobeee

2021BJ said:

looobeee said:

Aylesbury_Duck said:

looobeee said:

Just an update to this post which may help others in the same situation. 

I then contacted Apple, who within 3 days, had collected, replaced and returned a brand new iPad to me. No questions asked. I contacted them to ask what had happened and they said ‘just a bad iPad out of the box’. 

It would be helpful to others in a similar situation to know a bit more about how you contacted Apple.  How did you go about doing it and what process happened for them to come and collect your broken iPad and return a brand new one without asking any questions?  

I have been trying to find the transcript of the chats I had with Apple to post what they said but can’t find them anywhere! I thought it had said they would be saved on the device!

So I contacted Apple Support via the chat on the broken iPad. I explained the situation fully; the sequence of events, John Lewis response and my concern at not being believed in that we hadn’t caused any damage. 

As I was unable to visit a Genius Bar, he said I would need to send the iPad to them to review. He ran some sort of diagnostic on it which he said was ok and that a box would be sent with instructions as to how to send back. I had an email straight away which I’ve posted below. He hadn’t said on the chat but the email stated there would be no further charges! I was so relieved. I hadn’t asked them to have it repaired, I was expecting a diagnosis and hoping that they would be able to tell that we hadn’t caused the damage. The box arrived the following morning, I posted the same day and 24hrs later had an email to say that a replacement iPad would be sent. 

Once I’d received it, the following day, I contacted Apple Support again to ask them what had happened to the iPad. They said that ‘it was just a bad iPad out of the box’ and that is why they were sending a new one rather than repair that one. I was nervous about choosing the wrong model perhaps as I’d seen that the screens for these are different to other models, hence the ridiculous cost to fix them but he assured me it was an isolated incident. 

I thanked him for such fantastic and swift customer support. Not once did they demand that we had caused the damage unlike John Lewis and most of the posters on this forum! Unfortunately my mum is almost too scared to use it now. She’s worried it’s too delicate! I have explained to her that the suggestion that the pressure from her 70yr old thumb had caused the damage is just ludicrous!
If it happens to anyone else then I hope if they google the problem, as I did, they may find this useful. 

Thanks for choosing Apple Support for your repair.

IPAD AIR 3 WI-FI Problem Description: Display - Horizontal / Vertical lines  Serial Number: Repair ID:

What happens next?

Shipping

Within two business days, you should receive a shipping box at this address The shipping box will come with instructions for sending us your product. If you use other packing materials and then the product is damaged in shipping, we'll return the product to you without repairing it. Also, send us only the product itself. If you include extra items in the box, we won't be able to return them to you.  Be sure to send us your product within 10 business days. Otherwise, this repair request will be canceled. If you no longer need service, just dispose of the shipping box.

Coverage

Based on the information you've provided, we believe your repair will be covered by the warranty, an AppleCare product, an Apple repair program, or consumer law. This means there should be no other charges. We'll let you know if we have questions or concerns about the coverage.

Anyone can raise a repair request with Apple.  It doesn't prove anything (or provide helpful information for "people in the same situation.")

Of course anyone can raise a repair request with Apple. 

You seem to be missing the point that the outcome for my specific issue could prove helpful for somebody else. 

Not sure why there are so many negative responses to these posts. People obviously have too much time on their hands...