iPad Pro Apple Care lied to me that refurbished is not the same as remanufactured. Advice please.

[tuqwer77]

Hi, So I my orignal iPad pro 2020 had usb issues, I got a replacement from them and it has the SAME issue. I called Apple care as the apple store told me to. I also asked them why I had to pay full price for a refurbished replacement. They are saying that my ipad is 'remanufactured' not 'refurbished'. The apple care guy gave me two definitions but I fail to see the difference between the two. I asked for the definitions to be send to me via email. The definitions are basically a play of words, I don't see any difference and the definition the man provided me for a remanufactured product is the same as on the apple website for refurbished. Here they are:

refurbished product: Apple Certified Refurbished Products are pre-owned Apple products that undergo Apple’s stringent refurbishment process prior to being offered for sale. While only some units are returned due to technical issues, every unit is evaluated to ensure it meets Apple's quality standards.

remanufactured product: a remanufactured product contains, at a minimum, a new battery, housing, and screen. A remanufactured product undergoes the same assembly and testing processes as new Apple products. Any parts that have been previously used are equivalent to new in performance and reliability.

I feel really ripped off and they are not able to even fix my usb issues and have given me a device that has a value less than what I paid for. Saving up for this iPad was very hard for me.

Any advice would be appreciated.
Thank you.

 

[muzzy996]

Out of curiosity what are the issues with USB? If they're duplicated with a different device then is it really the iPad or just a general incompatibility with what you're trying to connect to it?

 

[pdoherty]

I’m confused by these definitions. When searching for, and buying, refurbished products off apple.com, I think they indicate that new batteries, etc are all part of that and the full warranty that comes with that. But according to the definition above they wouldn’t be. Anyone know if ‘refurbished’ products on apple.com have new batteries, screens, etc?

 

[tuqwer77]

Out of curiosity what are the issues with USB? If they're duplicated with a different device then is it really the iPad or just a general incompatibility with what you're trying to connect to it?

External usbs don't show up first plugin I have to plug in second time for it to work. I have tried different adaptors and different usbs both of which work fine on other computers.
[automerge]1592021412[/automerge]

I’m confused by these definitions. When searching for, and buying, refurbished products off apple.com, I think they indicate that new batteries, etc are all part of that and the full warranty that comes with that. But according to the definition above they wouldn’t be. Anyone know if ‘refurbished’ products on apple.com have new batteries, screens, etc?

Yes they do have new batteries etc it says on their website.

 

[G.McGilli]

APPLE REFURBISHED

Here’s what you get.
You will receive a “like new” device with genuine Apple replacement parts (as needed) that has been thoroughly cleaned and inspected. Refurbished iOS devices will come with new battery and outer shell. Every device will come with all accessories, cables and operating systems.1 All Apple Certified Refurbished products are packaged in a brand new white box and will be sent to you with free shipping and returns.

 

[*~Kim~*]

Apple refurbished are more comprehensive than others, in that there are always new parts. As far as I’m aware, other refurbs might not have had anything done to them other than being tested and any data wiped. Apple refurbs seem to meet the remanufactured definition though, and the definition they gave you of refurbished is of general refurbs rather than Apple’s, so they do seem to be trying to mislead in order to close your case.

Replacements in store come in a brown box with no accessories as far as I’m aware, as you can use the accessories from the device being replaced. Apple Certified Refurbished are boxed as such, including the accessories, as the customer might never have had an Apple device with compatible accessories before. But the processes that the units have gone through are exactly the same.

It’s always been the case that if something is wrong in the first 14 days, you return no questions asked, rebuy and get a new retail unit. After 14 days, a refurbished replacement has always been the deal, and that’s better than the original if it is not working as it should. Some prefer refurbs as the testing they go through is more than for new units. Apple don’t fix iPads, they replace them. Inevitably, some customers are going to be disappointed the earlier they are onto a refurbished unit rather than a new one.

You should not have been charged an AC+ incident fee as you clearly did not damage your iPP, but they will not refund any of the original purchase price because you have to have a replacement early on. Complaining about the misleading definitions given might get a gift card or something, and if they have charged for the replacement, they should refund it.

 

[AutomaticApple]

Complaining about the misleading definitions given might get a gift card or something, and if they have charged for the replacement, they should refund it.

Complain to Apple support? Someone else?

 

[*~Kim~*]

Complain to Apple support? Someone else?

OP could try that, and raise the issue at the Apple Store with the evidence they have on their email when they re-open if they are not satisfied with the response of Apple Support.

I wouldn’t say it’s a complaint worth raising with any kind of third parties (UK ombudsman services, for example.)

 

[0128672]

I agree that the definitions are a bit fuzzy. One thing to understand is that your device is considered used as soon as you open the box, akin to driving a new car out of the dealership. You are concerned that the replacement doesn't have the same value as a brand new device, but your device was no longer new when you sent it in for repair. Its value was already less than new.

When you set up your device, you agreed to all of Apple's warranty terms. That warranty allows Apple to repair or replace with a device with used parts at its discretion. You may not like it, but you did agree to it.

That your remanufactured or refurbished replacement has an issue is unfortunate, and can be dealt with via Apple Support.

You didn't mention whether you have Applecare+ for your product, although you're clearly in the one-year limited warranty period anyway.

You may want to research the applicable consumer laws for your country/state/province to determine if you have additional rights or there's variations in the warranty language for your location.

If you want to read all the terms and conditions, you can go to Apple Legal to view all of the hardware warranty and service and support legal documentation for your country: https://www.apple.com/legal/.

 

[VineRider]

External usbs don't show up first plugin I have to plug in second time for it to work. I have tried different adaptors and different usbs both of which work fine on other computers.
[automerge]1592021412[/automerge]

Yes they do have new batteries etc it says on their website.

How is USB Accessories setting in settings/FaceID and Passcode set? if that setting is off, if the iPad has been idle for over an hour, the USB port is locked an you have to unlock the iPad for the USB accessory to connect.

 

[muzzy996]

I don’t know if OP ever went back to their original post in May within which they noted issues with USB devices in the Files app but there was no indication from the responses back then that there was a hardware problem so why initiate a hardware replacement?

Can someone please help! never has apple given me so many bugs

Hi, I got the new ipad pro 2020 recently. It has ipadOS 13.4.1 I have been having the following issues: -The files app never picks up external usb in first go I have to plug it out and put it back in for it to work. -The files app crashes and quits when I search anything starting with NO in...

forums.macrumors.com

Not enough information shared in either post to determine how hardware was confirmed to be the cause.

To me, the fact that unplugging and plugging back in the device (since Files is specifically mentioned I can only assume we are referring to storage devices) resolves the issue repeatedly means that this is more than likely a software issue not hardware. If it were hardware there’d be more happening I would think, like charging issues or sometimes storage devices would drop out after connection was established.

As many of us are aware the Files app and USB storage support is in its infancy still and still needs improvement. There are software bugs with it for sure.

 

[G5isAlive]

Hi, So I my orignal iPad pro 2020 had usb issues, I got a replacement from them and it has the SAME issue. I called Apple care as the apple store told me to. I also asked them why I had to pay full price for a refurbished replacement. They are saying that my ipad is 'remanufactured' not 'refurbished'. The apple care guy gave me two definitions but I fail to see the difference between the two.

refurbished product: While only some units are returned due to technical issues, every unit is evaluated to ensure it meets Apple's quality standards.

remanufactured product: a remanufactured product contains, at a minimum, a new battery, housing, and screen....

I feel really ripped off and they are not able to even fix my usb issues and have given me a device that has a value less than what I paid for. Saving up for this iPad was very hard for me.

Any advice would be appreciated.
Thank you.

Ummmm ...remanufactured units contain NEW parts....refurbished do not (only check). Thats a HUGE difference. Not sure what is in question there. VERY different.

As for USB working or not, if you see the same issue in two machines, it may be the USB adapaters / cables/ devices you are trying to hook up. I know some older USB devices do not work for whatever reason, but can vouch for the SAMSUNG T5 and t7 drives. Most new devices work fine for me. Files does not work work with password protected devices either, and is picky on file type.

So my advice is... if its still in the return window, return it. It doesnt seem to be made to do what you want. In the old days i would say bring your devices including the USB things you want to hook up to the Genius Bar... but alas its not open. So return it until it does.

OR

try a samsung t5 not protected by password with apple format.

 

[G.McGilli]

Ummmm ...remanufactured units contain NEW parts....refurbished do not (only check). Thats a HUGE difference. Not sure what is in question there. VERY different.

I guess that's one of the questions is that Apple Refurbished iOS devices contains new parts as needed - always including a new battery and a new outer shell. So, their description does not match yours:

APPLE REFURBISHED

Here’s what you get.

You will receive a “like new” device with genuine Apple replacement parts (as needed) that has been thoroughly cleaned and inspected. Refurbished iOS devices will come with new battery and outer shell.

 

[G5isAlive]

[QUOTE="G.McGilli, post: 28559900, memb
I guess that's one of the questions is that Apple Refurbished iOS devices contains new parts as needed - always including a new battery and a new outer shell. So, their description does not match yours:

APPLE REFURBISHED

Here’s what you get.

You will receive a “like new” device with genuine Apple replacement parts (as needed) that has been thoroughly cleaned and inspected. Refurbished iOS devices will come with new battery and outer shell.
[/QUOTE]

did you read the very first original post? Those were his definitions he quoted from Apple lol. Point is as needed versus without question. very different.

 

[G.McGilli]

[QUOTE="G.McGilli, post: 28559900, memb
I guess that's one of the questions is that Apple Refurbished iOS devices contains new parts as needed - always including a new battery and a new outer shell. So, their description does not match yours:

APPLE REFURBISHED

Here’s what you get.

You will receive a “like new” device with genuine Apple replacement parts (as needed) that has been thoroughly cleaned and inspected. Refurbished iOS devices will come with new battery and outer shell.

did you read the very first original post? Those were his definitions he quoted from Apple lol. Point is as needed versus without question. very different.
[/QUOTE]
Yes, I did read the first post - like 2 or 3 days ago. I responded to your post from today - not his lol.

 

[G5isAlive]

did you read the very first original post? Those were his definitions he quoted from Apple lol. Point is as needed versus without question. very different.

Yes, I did read the first post - like 2 or 3 days ago. I responded to your post from today - not his lol.
[/QUOTE]

Well... you might want to respond to his to be on topic. just suggesting. and typically when making a comparison, of two things, you have.. two things. you gave one definition. the point was the comparison. but okay. whatever floats your boat.

 

[humayunr]

Hi, So I my orignal iPad pro 2020 had usb issues, I got a replacement from them and it has the SAME issue. I called Apple care as the apple store told me to. I also asked them why I had to pay full price for a refurbished replacement. They are saying that my ipad is 'remanufactured' not 'refurbished'. The apple care guy gave me two definitions but I fail to see the difference between the two. I asked for the definitions to be send to me via email. The definitions are basically a play of words, I don't see any difference and the definition the man provided me for a remanufactured product is the same as on the apple website for refurbished. Here they are:

refurbished product: Apple Certified Refurbished Products are pre-owned Apple products that undergo Apple’s stringent refurbishment process prior to being offered for sale. While only some units are returned due to technical issues, every unit is evaluated to ensure it meets Apple's quality standards.

remanufactured product: a remanufactured product contains, at a minimum, a new battery, housing, and screen. A remanufactured product undergoes the same assembly and testing processes as new Apple products. Any parts that have been previously used are equivalent to new in performance and reliability.

I feel really ripped off and they are not able to even fix my usb issues and have given me a device that has a value less than what I paid for. Saving up for this iPad was very hard for me.

Any advice would be appreciated.
Thank you.

I got my iPad Pro replaced because of some screen issues. I was told the replacements are brand new units which are made specifically for warranty claims and they come in a brown box without any accessories. I put in my warranty claim in 11th month of ownership - without AppleCare and I was expecting a refurbished unit, but I was very happy with what I got. It was a brand new iPad and it came with 3 months warranty from the date it was delivered.

I am surprised that this isn't the case with you. I wasn't even aware of this "remanufactured" category of Apple products.

 

[Fred Zed]

Most people swap or exchange items due to faults being more in their mind than in the actual product itself.