Faulty iPad Pro

kjs31

Last year a bought an iPad Pro direct from Apple (online rather than at a store). I have been using it without issue ever since. It’s only ever been used in the house by me and has never been misused. 

I agreed to lend it to my nephew last week as he had a need for one so wiped it back to factory settings. He then set it up with his own Apple ID and it did an immediate software update without asking (both his and my automatic software updates are switched off). I was sitting next to him so I know that this was the order of events. All we got from that point was a pink hello screen but swiping up only displayed the passcode screen very briefly before returning to the hello screen so the iPad could no longer be accessed. It keep shutting down to the Apple logo and starting up again and repeat. Clearly something was looping inside or similar and it was getting hotter and hotter (it was unplugged). My brother took it into the Genius Bar in the Apple Store for me as I was working. They had the same issue in-store and said that they would likely replace it under Consumer Rights as it was less than 2 years old although past the 12 months warranty. 

This is what was written in the support ticket. I dispute that it was scuffed or scratched as it’s always been used with a screen cover and case, but still …

Problem Description/Diagnosis

Issue: Customer reports that after wiping iPad and trying to set it up again the iPad would only boot loop to Apple logo and if it did turn on they could not go any further then hello screen. Password display only comes up very quickly before disappearing again.

Steps to Reproduce: Verified in store
Attempt to get into restore mode and cannot
Attempt to restore through iCloud

Cosmetic Condition: No major physical damage to note
General scuffs and scratches 

Proposed Resolution: Proposed replacement of whole unit under consumer law
Send to depot and back to customer

Repair Estimate

Item Number	Description	Price	Amount Due	Customer KBB
S7955Z/A	SVC,IPAD PRO 12.9,4G,CELL/WIFI,FLAT RATE	£ 482.50	£ 0.00
Z661-15981	Space Gray, 128 GB, iPad Pro 12.9-inch, 4th gen, Wi-Fi, INT	£ 0.00	£ 0.00
VAT		£ 0.00
Total		£ 482.50	£ 0.00

I was supposed to receive it back (or a replacement) on 27th but yesterday they emailed yesterday to say that there was a perceived fault with the dock connector and unless I agree to pay £482.50 that was originally waived they won’t look at the main issue I have. If I don’t agree to pay they will return the iPad essentially useless. I didn’t have a charging issue at home and nor was this noted in store as they plugged it in to charge at the Genius Bar. 

I subsequently spoke to someone in Cork who couldn’t have been more unhelpful. Essentially he is trying to blame the software issue on the supposed dock connector issue and says that Consumer Law doesn’t apply if there is anything else wrong with the iPad when it’s inspected. I was told to pay up or tough. I asked to raise a formal complaint and he said that he ‘sent one to Apple’ but I have not been sent a copy of it and I don’t have any idea as to timeline. 

Surely their stance is akin to having an engine problem with a car but refusing to fix it because the brake pads need changing? 

I was wondering whether I could take them to the small claims court but the invoice address seems to be in Ireland 🇮🇪 so I don’t know if a claim can be raised in this case. 

The iPad was paid in full on a credit card so I wondered whether Section 75 might be worth a punt. 

Any advice please? Thanks. 

DullGreyGuy

Guess it couldnt be replaced in store due to it being the 2020 model and so one no longer sold in store? Each time I've had an issue (eg warranty claim or fault) they've just swapped out in store.

What have they said about the dock? That its suffered physical damage or...?

Assuming the two things are unrelated they cannot refuse to deal with the defect because of the physical damage however it may limit which resolutions they'll offer. If they dont want to replace it and cannot repair it then their only remaining option is to refund you (note they can discount the use you had prior to the fault from the refund).

Personally never too keen on call centre agents logging complaints for me... they are always under time pressure and overly summerise etc (though customers often go in the other extreme) 

kjs31

4DullGreyGuy said:

Guess it couldnt be replaced in store due to it being the 2020 model and so one no longer sold in store? Each time I've had an issue (eg warranty claim or fault) they've just swapped out in store.

What have they said about the dock? That its suffered physical damage or...?

Assuming the two things are unrelated they cannot refuse to deal with the defect because of the physical damage however it may limit which resolutions they'll offer. If they dont want to replace it and cannot repair it then their only remaining option is to refund you (note they can discount the use you had prior to the fault from the refund).

Personally never too keen on call centre agents logging complaints for me... they are always under time pressure and overly summerise etc (though customers often go in the other extreme) 

They said that they didn’t have the model instore so it would need to be sent from the depot. They have sent back this photo saying that the dock is damaged but as I say I wasn’t aware of this as it was causing no charging issues either to me or at the Genius Bar. I didn’t buy the latest model as a 2020 one was good for my needs. 

The person on the phone claims that the issues are related which is not the case surely, and I can’t have the main issue fixed unless I cough up the £480 for the dock fix otherwise the iPad will be returned broken and useless. I asked them to leave the alleged dock issue and fix the other issue and it’s been denied. Getting any sort of refund has not been mentioned. 

DullGreyGuy

kjs31 said:
They said that they didn’t have the model instore so it would need to be sent from the depot. They have sent back this photo saying that the dock is damaged but as I say I wasn’t aware of this as it was causing no charging issues either to me or at the Genius Bar. I didn’t buy the latest model as a 2020 one was good for my needs. 

The person on the phone claims that the issues are related which is not the case surely, and I can’t have the main issue fixed unless I cough up the £480 for the dock fix otherwise the iPad will be returned broken and useless. I asked them to leave the alleged dock issue and fix the other issue and it’s been denied. Getting any sort of refund has not been mentioned. 

The M1 iPad last year was, in my opinion, a bit of a pointless device. Nothing on the iPad could make full use of the M1 chip... this year now that Final Cut has an iPad version then maybe there is a justification for some for having the M2 chip but not most users.

Unfortunately I have only once had grounds for a complaint to Apple and then it was a matter of principle rather than financial loss so somewhat fizzled out. As such never had a secret way in or got the email address of the allusive exec complaints team or such. 

Personally would be sending an email complaint, their address is readily available online. 

kjs31

Update: I’ve sent a section 75 claim via Barclaycard. They have replied back that it will take them 4 weeks to look at it. I’ve claimed for the repair rather than a replacement. I didn’t expect to get the entire cost refunded anyway after 18 months but it would be nice to get something, or get it repaired. I’ve had to buy a new one as I use it so much but have gone for one from Costco with a 2 year guarantee. Don’t think I will be buying direct from Apple again. 

Will report back with the result of the Section 75 claim. 

RefluentBeans

My experience is that the depot (which is the fancy word for Apple central processing warehouse for the region) is far more ‘to the Apple book’ than stores. Stores will flex a little bit with Apples anti-consumer nature, largely because they don’t want to deal with angry customers in store. 

I’d ask if they can simply ‘reflash’ or whatever they want to call reinstalling the software. Back in the day of plugging phones in to iTunes to get the software update via the cable (rather than over the air) I could see how a faulty port could lead to a faulty software install. However, as this was an over the air update (unless you plugged it into a computer) then I fail to see how they can possibly say that. 

In all honesty, this is is typical Apple. I’m surprised they didn’t say the cosmetic damage was the cause for the fault. 

Hopefully Barclays will be able to help. If not, speak to the Apple Store, escalate to a manager (who may over rule the Depot). If it doesn’t work request a call from customer services and speak to someone then. I’ve found that persistence with Apple will sometimes result in favourable outcomes for you. 

kjs31

RefluentBeans said:

My experience is that the depot (which is the fancy word for Apple central processing warehouse for the region) is far more ‘to the Apple book’ than stores. Stores will flex a little bit with Apples anti-consumer nature, largely because they don’t want to deal with angry customers in store. 

I’d ask if they can simply ‘reflash’ or whatever they want to call reinstalling the software. Back in the day of plugging phones in to iTunes to get the software update via the cable (rather than over the air) I could see how a faulty port could lead to a faulty software install. However, as this was an over the air update (unless you plugged it into a computer) then I fail to see how they can possibly say that. 

In all honesty, this is is typical Apple. I’m surprised they didn’t say the cosmetic damage was the cause for the fault. 

Hopefully Barclays will be able to help. If not, speak to the Apple Store, escalate to a manager (who may over rule the Depot). If it doesn’t work request a call from customer services and speak to someone then. I’ve found that persistence with Apple will sometimes result in favourable outcomes for you. 

Thanks. It was an 'over the air' update and the ipad won't work with an Apple keyboard either that bypasses the charging port. They can't do anything with it in store because as soon as it starts to charge (using the cable or the keyboard) it tries to restart itself and then dies immediately as it hasn't got past 1% charged. There is no way of bypassing the restart currently - it just keeps trying and trying. Still waiting to hear back from Barclays. My first ever attempt to use Section 75 so am awaiting the outcome with interest. I don't want the whole purchase price back - just an amount to get it fixed, or compensation for a fairly expensive item to only have lasted 18 months. . 

kjs31

Final update on this. I got a letter from Barclaycard today informing me that they will refund the entire purchase cost which is a great and unexpected result. In my claim I had only asked for the amount that Apple had requested to fix it. They don’t want the iPad returned either. 

RefluentBeans

That’s excellent news! I’m glad it worked out!