Apple repair

stressedout45

Hi all, bit of a weird one this - I am really hoping that somebody more knowledgeable than myself may be able to offer some advice as to where I stand? 

I bought an iPad direct from Apple a little under two years ago.  I’ve having some issues with the screen for quite some time now - when I’m using it,  all of a sudden the screen display will go off, however it is obvious there is still a light on in the background, if that makes any sense. (There seems to be no pattern to this, it does not seem to be linked to any particular app, battery level, it’s very random but that is not really the point of this post). 

I had contacted Apple customer services previously about this and they advised me to make sure I was using the latest version of iOS, which I did, and call back if any further issues.  The tablet was okay for a short time, but then started doing the same fault again, so I contacted them last week.  

Their advice was for me to send it to them to have a look at, and that they would either carry out a repair or send me a replacement.   They sent me out a box and the packaging to do this.  I packaged it up exactly as explained in the instructions, and returned it via my local UPS collection point.  

I received a notification via text message that they had received my tablet and would start working to diagnose the problem. 

However, I was very shocked today to receive an update from the repair website to say that they have found an “additional fault”, which is that my iPad is very bent out of shape…! They attached a photo of this and I could not quite believe what I was seeing , there was absolutely no way whatsoever that it was like that when I sent it off.  For one thing, I have had a cover on it since I bought it, and the way it is bent, the cover would not have even fitted properly if it had been bent by me, before sending it off.    I believe that it has been damaged in transit, or by Apple themselves. Though I think in transit is more likely.  

(This is on the section of the repair website which you have to log into to see the current status of the repair).  

I phoned up Apple customer services and they have offered me to either return the tablet to me unrepaired, or for me to pay over £300 for them to sort it out because this sort of damage is not covered. 

I am pretty livid. I know for absolute certainty that the tablet was not bent before I sent it off.  

The way things stand at the moment is that the person I spoke to on the phone put me through to somebody more senior, she has taken ownership of the case and she is going to do some investigations and come back to me about what they will do to help me, if anything.  

But ahead of this phone call back, I would like to know what my rights are, please? 

This manager at Apple has said that she needs to do some investigations with the courier,  but they are not going to admit to damaging it,  are they! 

In hindsight, I should have taken some photos of my tablet before I sent it off for repair but unfortunately this did not even occur to me to do.  

Thanks for any advice.  

sheramber

If the ipad was bent in transit then surely the box it was in would be damaged.

Any boxes I have had from Apple were very strong boxes.

nyermen

Is it an ipad pro?
https://www.notebookcheck.net/Bendgate-3-0-The-iPad-Pro-is-still-as-soft-as-butter.459145.0.html