iPad Pro AAARRGGG My iPad Pro got smashed.

[macOS Lynx]

Well... The last few hours have been interesting. Long story short, I filled out a customer survey sent to me about my experience with my Apple Support Case..... It was harsh but not F U Apple but you really let me down blah blah blah from me. I got a call from Apple from a lady named Deirdre said she was head of Retail Support. Received my feedback and wanted to know everything that had happened in my words first, then had and offer of good will for me. We went over all the details and she said she had listened to all my calls already, and the emails. Then she said well we screwed up bad. Somehow "the system" was saying it was out of warranty and had no apple care. But they could see it had Apple Care. But only by looking at my purchase history. So she and I talked about my options. I told her because I got mad Friday I threw it in the trash and told her I really didn't want to go dumpster diving. She said I had two choices I can try and retrieve it. And as a good will gesture they will replace it and "make it worth my time." Or with no iPad I get all my money from the last 13 months of Apple Care back and that's all they could do. I asked what does worth my time mean? She said "We shall see what we can do but I don't think you would be disappointed." I said are you willing to hold for 5 mins while I try to get it? She said sure. You bet your butt I dove in my trash and got it. She is having shipped directly to Apple. As soon as they have it she said "A new 11 iPad Pro will be heading out to you." UM that part didn't hit me until I got off the phone. NEW? Not refurbished. ? We shall see. She said she will be calling me back next week. I asked her name again cause I am horrible with names. Mrs Deirdre O'Brein Vice President of Retail. UM WOW. I will keep you posted.

And then all the Apple Store employees clapped!

 

[PlayUltimate]

Really???? You are joking right? Yeah become another idiot to sue Apple. They did not commit fraud. Their system made a mistake. It's people like you why this world is screwed up.

Completely agree. . . people make mistakes. And every mistake does not require a lawsuit.
Glad things eventually worked out.

 

[masotime]

And then all the Apple Store employees clapped!

I'm pretty sure all interactions the OP had were not in a physical store or other location where Apple Store employees were present and listening - or did you mean something else by this?

 

[AdamNC]

Well My replacement is on it's way... I have no clue what they choose to send me back. It's likely the same thing but I just know it will be here tomorrow. Either way... Thank you Apple.

 

[AdamNC]

My saga has come to a close. I got a small upgrade. Mine was a 1st gen 11 inch Pro. WiFi Cellular with 256 storage. Got the same except it’s a 512 gig unit. Not to bad. Thanks for all the help and such.

 

[0128672]

My saga has come to a close. I got a small upgrade. Mine was a 1st gen 11 inch Pro. WiFi Cellular with 256 storage. Got the same except it’s a 512 gig unit. Not to bad. Thanks for all the help and such.

I'm a little surprised they didn't send you a third gen but 512 is nice.

 

[AdamNC]

I'm a little surprised they didn't send you a third gen but 512 is nice.

That a new case, a brand new battery, no dents, bends, etc. Pretty much new. Thinking of putting iOS 15 on it.

 

[Digital Dude]

AppleCare+ will cover ‘Accidental Damage’. Perhaps they’ll swap you into a refurb or new, depending on availability.

 

[AdamNC]

AppleCare+ will cover the panel with a co-pay, and they ‘may’ cover the backside. Perhaps they’ll swap you into a refurb.

It’s been swapped. Got a referb. But 512 storage instead of 256.

 

[darinzook]

My saga has come to a close. I got a small upgrade. Mine was a 1st gen 11 inch Pro. WiFi Cellular with 256 storage. Got the same except it’s a 512 gig unit. Not to bad. Thanks for all the help and such.

Super happy for you Adam. I'm glad Apple did the right thing. This is why you buy AppleCare+. If they didn't want to cover accidental damage, they shouldn't put it in the coverage. Always great to see situations like this result in a happy ending.

I've had some rough experiences with my last iMac, and Apple has made things right on both occasions. Thanks for sharing!