iPad Apple refuses to replace iPad battery

[MacCheetah3]

It comes down to Apple not willing to offer a paid service they list on their website. I went to the Apple Store yesterday and it was denied as well due to Apple's arbitrary test. It's a potential safety and fire hazard if the only options consumers have are to get it done at a 3rd party where the condition of the battery and quality of work are unknowns. It's not like I'm asking Apple to replace it for free, Im more than willing to pay a reasonable price for this service.

I concur, Apple's denial is seemingly silly, though @spiderman0616 may be possible line as to why. Anyway.. If it does require the battery health to be less than 80% before they will agree to perform the service, it should be stated -- and I'm not seeing it. I do see a mention regarding AppleCare+ service and that requirement but nothing concrete, even a strong implication, in the case of out of warranty, paid service.

iPad Repair and Service - Apple Support

Need to repair your iPad? See your service options, their costs by coverage type, and how long they take.

support.apple.com

If your battery has an issue that's covered by the Apple Limited Warranty, AppleCare+, or consumer law, we'll service your iPad or Apple Pencil at no additional cost. Our warranty doesn’t cover batteries that wear down from normal use. If your battery wears down, we offer out-of-warranty battery service for a fee.
If you have AppleCare+, it covers your iPad or Apple Pencil for no additional charge if your product's battery holds less than 80 percent of its original capacity. We might need to test your product to find the cause of your battery issue.

Best Buy is an Authorized Apple Service Provider, although, they don't post specifics, you'd need to contact them with your inquiry.

Apple iPad Repairs: iPad Screen Replacement - Best Buy

Trust Best Buy’s Apple-trained Agents for authorized iPad screen replacement, iPad battery replacement & other Apple iPad repairs at a location near you.

www.bestbuy.com

Regarding the current battery health, it appears there are discrepancies. I just updated to iOS and iPadOS 14.3. While my iPad, also a 6th generation, was still connected, I decided to check the battery condition in pure curiosity. I have the latest coconutBattery and TechTool Pro. Both reported the same current full charge level (8110 mAh), same manufacture date (2018-10-01), and same cycle count (387). However, they stated notably different design capacities. Coconut claims 8827 mAh while TTP states 8557 mAh. Obviously, this results in different remaining charge (health) percentage, ~92 % as opposed to closer to 95 %. Clearly, these are database pulled and not from the same source. So, if you're going to make a determination on health, I'd recommend doing an estimated calculation based upon cycle count. For iPad, Apple states the battery capacity shouldn't decrease below 80 % until after ~1,000 full charge cycles. If true, 92 - 93 % would be fairly accurate in my case.

Lastly, I'll again agree with the suggestion by others of analyzing the battery usage reports to locate any possible problematic apps/services.

 

[Phil77354]

A battery exchange will improve my battery life, period. This battery is worn and is at 86%. I had an iPad 5th generation and the battery life was never this bad and it had far fewer cycles with 96% life.

It comes down to Apple not willing to offer a paid service they list on their website. I went to the Apple Store yesterday and it was denied as well due to Apple's arbitrary test. It's a potential safety and fire hazard if the only options consumers have are to get it done at a 3rd party where the condition of the battery and quality of work are unknowns. It's not like I'm asking Apple to replace it for free, Im more than willing to pay a reasonable price for this service.

A few years back I had a 3 year old 2013 MacBook Pro. I used it quite regularly and I was noticing the battery performance wasn't as good as it used to be. So I made an appointment, went to the Genius Bar and asked for a battery replacement. They didn't need to run any diagnostics or ask what apps I used or tell me it's normal and I should deal with it, they just charged me the fee required for said service. They just provided the service and I received the device back in a timely manner.

Are there any avenues to file a complaint with Apple? This is ridiculous.

Has this now been resolved, or are you still using the iPad with the battery not yet replaced?

One of the earlier posts suggested talking to the manager at the Apple store, and I recommend that as well. I had my iPhone battery replaced at my closest Apple store recently, it was not below 80% but they had no problem in agreeing to replace it given my request. Their charge is reasonable and if you make a Genius appointment then it may be done same day, or if they don't have the battery in stock you may need to return when they receive it.

My experience with Apple support, either in person at their store or online with chat or phone support, has always been excellent. If you are reasonable and patient then I think you will get a satisfactory result even if a bit of persistence is needed in this particular case.

 

[macagain]

I was making an empathy to the experience of @macagain with his iPad Pro 10.5 that he explained in the thread.

Funny thing is that I'd happily, and in fact so want to buy the new iPadAir, but for whatever boneheaded reason, Apple did away with the split keyboard in all the new design iPads, and that's the only keyboard I use. So I'm stuck with this for awhile.

What puzzles me is why there's such a disparity between what coconut battery indicates vs their diagnostics!

 

[MacCheetah3]

Funny thing is that I'd happily, and in fact so want to buy the new iPadAir, but for whatever boneheaded reason, Apple did away with the split keyboard in all the new design iPads, and that's the only keyboard I use. So I'm stuck with this for awhile.

Perhaps I'm missing something/not understanding... Are keyboard layouts dependent on iPad series i.e. iPad, iPad Air, iPad Pro, iPad mini? Or do you not mean the soft keyboard?

My iPad running iPadOS 14.3.

 

[rui no onna]

Perhaps I'm missing something/not understanding... Are keyboard layouts dependent on iPad series i.e. iPad, iPad Air, iPad Pro, iPad mini?

Yes. Happens on iPhones, too.

 

[sunking101]

A battery exchange will improve my battery life, period. This battery is worn and is at 86%. I had an iPad 5th generation and the battery life was never this bad and it had far fewer cycles with 96% life.

It comes down to Apple not willing to offer a paid service they list on their website. I went to the Apple Store yesterday and it was denied as well due to Apple's arbitrary test. It's a potential safety and fire hazard if the only options consumers have are to get it done at a 3rd party where the condition of the battery and quality of work are unknowns. It's not like I'm asking Apple to replace it for free, Im more than willing to pay a reasonable price for this service.

A few years back I had a 3 year old 2013 MacBook Pro. I used it quite regularly and I was noticing the battery performance wasn't as good as it used to be. So I made an appointment, went to the Genius Bar and asked for a battery replacement. They didn't need to run any diagnostics or ask what apps I used or tell me it's normal and I should deal with it, they just charged me the fee required for said service. They just provided the service and I received the device back in a timely manner.

Are there any avenues to file a complaint with Apple? This is ridiculous.

One of the pitfalls of having these built-in, non-user replaceable batteries. Even Apple themselves baulk at doing the job.

 

[macagain]

Perhaps I'm missing something/not understanding... Are keyboard layouts dependent on iPad series i.e. iPad, iPad Air, iPad Pro, iPad mini? Or do you not mean the soft keyboard?

My iPad running iPadOS 14.3.
View attachment 1695759 View attachment 1695760

Yes, the soft kb, as in your 2nd screenshot. For whatever obtuse reason, Apple chose to not have the split keyboard on the new design (i.e. those w/o the home button) iPads. Been hoping it'd come back with each new iPad or iPadOS, but no luck! If I read your sig correctly, you're running a 6th gen iPad (w/ Home button) which is why you still have the split kb.

 

[MacCheetah3]

Yes, the soft kb, as in your 2nd screenshot. For whatever obtuse reason, Apple chose to not have the split keyboard on the new design (i.e. those w/o the home button) iPads. Been hoping it'd come back with each new iPad or iPadOS, but no luck! If I read your sig correctly, you're running a 6th gen iPad (w/ Home button) which is why you still have the split kb.

I was not aware, and that is indeed a confusing feature difference.

 

[grandM]

A battery exchange will improve my battery life, period. This battery is worn and is at 86%. I had an iPad 5th generation and the battery life was never this bad and it had far fewer cycles with 96% life.

It comes down to Apple not willing to offer a paid service they list on their website. I went to the Apple Store yesterday and it was denied as well due to Apple's arbitrary test. It's a potential safety and fire hazard if the only options consumers have are to get it done at a 3rd party where the condition of the battery and quality of work are unknowns. It's not like I'm asking Apple to replace it for free, Im more than willing to pay a reasonable price for this service.

A few years back I had a 3 year old 2013 MacBook Pro. I used it quite regularly and I was noticing the battery performance wasn't as good as it used to be. So I made an appointment, went to the Genius Bar and asked for a battery replacement. They didn't need to run any diagnostics or ask what apps I used or tell me it's normal and I should deal with it, they just charged me the fee required for said service. They just provided the service and I received the device back in a timely manner.

Are there any avenues to file a complaint with Apple? This is ridiculous.

It is your device. Your request is reasonable even at 98 percent.

 

[ouimetnick]

Here is what coconut battery says. Apple says my health is at 92% That cannot be true since I’ve noticed a bit of battery degradation as of late. They did a restore and set up as a new device (did that before)

I will have to go back after the holidays and try again. Tempted to put the iPad in an oven at 140 degrees for a few hours to simulate being left in a hot car and leave it in my car while the temps drop below freezing. I shouldn‘t have to do that. They should be happy to take my $99 and replace the battery/device. It’s not my problem that Timothy D Cook or Dan Rico (SVP Hardware Engineering) signed off on glueing everything together and not allowing stores to simply replace the battery like the do for iPhones. I’d even pay $199 for them to replace the device with a refurbished unit. The display‘s white spots are getting worse as well.

I had my iPhone 6S Plus battery replaced for the limited time $49 price and it’s health was at 90%. Didn’t have to argue with anyone, they were happy to take $50 from me.

 

[MacCheetah3]

Here is what coconut battery says. Apple says my health is at 92% That cannot be true

Yeah it can. 173 cycles is low. Those batteries can go through about 1,000 full cycles before iOS would consider it insufficient (80% of original capacity) and throttle the CPU. iPhones can go 500 cycles.

Batteries - Service and Recycling

Learn about battery service and recycling for Apple devices. All rechargeable batteries need to be serviced eventually.

www.apple.com

I can promise you, if your apps frequently crash on an old device, then you should be concerned about the battery.

Tempted to put the iPad in an oven at 140 degrees for a few hours to simulate being left in a hot car and leave it in my car while the temps drop below freezing.

I have OCD, so I get somewhat uncontrollable obsessions, but that reaction in itself says all we need to know about your rationale (at the moment). That doesn’t mean you can’t complain and don’t gave at least a valid reason. However, people need to stop worrying about these types of numbers.

Stay calm and just use your device.

P.S. If you feel that desperate, inquire to authorized service providers as I mentioned in a previous reply.

 

[ouimetnick]

Yeah it can. 173 cycles is low. Those batteries can go through about 1,000 full cycles before iOS would consider it insufficient (80% of original capacity) and throttle the CPU. iPhones can go 500 cycles.

Batteries - Service and Recycling

Learn about battery service and recycling for Apple devices. All rechargeable batteries need to be serviced eventually.

www.apple.com

I can promise you, if your apps frequently crash on an old device, then you should be concerned about the battery.

I have OCD, so I get somewhat uncontrollable obsessions, but that reaction in itself says all we need to know about your rationale (at the moment). That doesn’t mean you can’t complain and don’t gave at least a valid reason. However, people need to stop worrying about these types of numbers.

Stay calm and just use your device.

I bought a new iPad “Pro” 11. I’d like to either give the 10.5 to a family member or sell it, but because the battery isn’t lasting as long as it was a few months ago, I’d like to replace it. I don’t really see a point in selling it with the white spots on the display at this point, and even if they did replace it, I don’t see myself getting much for it anyways.

They didn’t argue with me about replacing my phone battery, they didn’t argue about replacing my 13” MBP battery either. I just want a genuine Apple replacement battery installed or a replacement device. Heck if they sold a genuine battery to me for $99, I’ll take it apart and do it myself. I’ve done it on a 9.7“ Pro. Not very easy, but doable. (The battery replacement I did only lasted for a year before it swelled up)

Why don’t they update their website to say they will replace it for $99 at their discretion and if they feel like it?

As far as coconut battery is concerned, if the battery health percentage is different than Apple’s, what’s to say the cycle count as an inaccurate either? I wasn’t told what it was, but what if Apple software determined the battery charge cycle count to be at 105 charge cycles for example?

 

[MacCheetah3]

They didn’t argue with me about replacing my phone battery, they didn’t argue about replacing my 13” MBP battery either. I just want a genuine Apple replacement battery installed or a replacement device. Heck if they sold a genuine battery to me for $99, I’ll take it apart and do it myself. I’ve done it on a 9.7“ Pro. Not very easy, but doable. (The battery replacement I did only lasted for a year before it swelled up)

Why don’t they update their website to say they will replace it for $99 at their discretion and if they feel like it?

I’m not disputing the confusion, frustration of that. I am also curious what the actual reason for denial is, if it’s a calculated financial loss somehow.

As far as coconut battery is concerned, if the battery health percentage is different than Apple’s, what’s to say the cycle count as an inaccurate either? I wasn’t told what it was, but what if Apple software determined the battery charge cycle count to be at 105 charge cycles for example?

As I somewhat explained in that same previous post, while cycle count, serial number, manufacture date are stored in the battery electronics, “design capacity” is an estimate/average pulled from an external database. Each app, as well as Apple (probably), use different sources. Is Apple’s source more accurate? ¯\_(ツ)_/¯

 

[ouimetnick]

I’m not disputing the confusion, frustration of that. I am also curious what the actual reason for denial is, if it’s a calculated financial loss somehow.

As I somewhat explained in that same previous post, while cycle count, serial number, manufacture date are stored in the battery electronics, “design capacity” is an estimate/average pulled from an external database. Each app, as well as Apple (probably), use different sources. Is Apple’s source more accurate? ¯\_(ツ)_/¯

I certainly don’t have any information on it, but I can’t see $99 making them much money. They take the old iPad back, send it to China where it’s disassembled, they remove the logic board and any other components worth saving (probably the cameras) and recycle the rest. That logic board and camera(s) ends up in a brand new enclosure with a new display and battery and is then receives a new serial number and becomes a refurbished device. It probably costs them some money to keep the assembly lines going for an iPad that they don’t sell as a new device anymore, and they recycle the old battery/enclosure, display, etc. Considering the speakers, and buttons are glued in place, I’d be curious if it’s time/cost effective to separate and reuse those or the shred it as one piece and recycle it.

If it’s not cost effective, perhaps Apple should charge more than $99 for a battery service or even make the iPad easier to service at the store. If they can make the iPhone thinner and thinner while allowing a genius to replace components like batteries, displays, speakers, microphones, taptic engine, etc, they could engineer a more serviceable iPad as well.

 

[Digitalguy]

I had my iPhone 6S Plus battery replaced for the limited time $49 price and it’s health was at 90%. Didn’t have to argue with anyone, they were happy to take $50 from me.

As other have said, iPhones batteries are replaced, while iPads are swapped. And they probably make harly any money on that, so have no incentive to do it. So they do only when the battery is very poor and the iPad is still within the service period (for instance that period ends in early 2022 for the iPad pro 1st gen and in the first half of 2024 for the second gen).
Also cycles mean nothing at all... You can have over 750 cycles and be at over 90% on coconut (like my iPad 2) or have 20 cycles and be at the same level of battery wear, like my iPad mini last year. It all depends on how you got to those cycles.
Lastly, Apple unfortunately does not have battery health preservation features, contrary to Samsung for instance. On samsung laptops and tablets (but not phones....) you can set the battery to only charge up to 85% so that it will last longer over the years (and turn off the feature when you know you need 100%). This is something that HP does with some premium laptops too (and I think Lenovo too). Every company should do this...

 

[ouimetnick]

As other have said, iPhones batteries are replaced, while iPads are swapped. And they probably make harly any money on that, so have no incentive to do it. So they do only when the battery is very poor and the iPad is still within the service period (for instance that period ends in early 2022 for the iPad pro 1st gen and in the first half of 2024 for the second gen).
Also cycles mean nothing at all... You can have over 750 cycles and be at over 90% on coconut (like my iPad 2) or have 20 cycles and be at the same level of battery wear, like my iPad mini last year. It all depends on how you got to those cycles.
Lastly, Apple unfortunately does not have battery health preservation features, contrary to Samsung for instance. On samsung laptops and tablets (but not phones....) you can set the battery to only charge up to 85% so that it will last longer over the years (and turn off the feature when you know you need 100%). This is something that HP does with some premium laptops too (and I think Lenovo too). Every company should do this...

Who designed the iPad to be glued shut and not serviced? Who approved of that design? That’s right, Jeff Williams and Tim Cook. Who approved of putting up a $99 iPad battery replacement policy? That’s right, someone working for Jeff Williams/Tim Cook.

How about they don’t advertise services they aren’t going to offer? If $99 isn’t enough, who approved of the $99 service fee? You guys seem to somewhat defend Apple on this. Imagine a car dealer refusing to change your oil because it didn’t meet the mileage (even if you offer to pay them)

I’ll wait until after the holidays and try again. If I have to raise hell with the manager, I’ll do it. Why offer a battery replacement program if you don’t actually offer it? The battery isn’t lasting as long as it used to. But even if it did and the health was at 99%, no where does it say on the website that an iPad must meet certain Apple specified criteria to be eligible for replacement.

Again, if it isn’t cost effective, why did they glue it together and make it difficult to replace the battery to begin with. They say in their site that batteries are consumables and will eventually need to be replaced. Why make something that will need to be replaced impossible to do in store? That’s Apple’s problem, not mine. As far as cycle counts go, my mom’s Mid 2010 MBP battery has less than 500 cycles on it and lasts 30 minutes. She keeps it plugged in all the time. Likewise 5 or so years ago I replaced a friend’s Mid 2010 white MacBook‘s top case, bottom case battery and trackpad. The battery swelled up cracking the trackpad and bending the top and bottom case. I ran MRI on it (this was back when I had access to GSX) and it was still in the green and healthy. Less than 300 cycles on it. I’m not convinced that Apple battery diagnostics are a useful way to measure battery health.

 

[ouimetnick]

Magical. It's like a software restore can magically alter & improve the physical chemistry of a battery. (went from 82.5% to 84.4% in 48 hours) Starting to question the accuracy of CoconutBattery, but if my iPad's battery health is at 92% then why is there a noticeable drop in battery life (even in standby with all apps force quit) compared to a few months ago?

 

[Astonish_IT]

As other have said, iPhones batteries are replaced, while iPads are swapped. And they probably make harly any money on that, so have no incentive to do it. So they do only when the battery is very poor and the iPad is still within the service period (for instance that period ends in early 2022 for the iPad pro 1st gen and in the first half of 2024 for the second gen).
Also cycles mean nothing at all... You can have over 750 cycles and be at over 90% on coconut (like my iPad 2) or have 20 cycles and be at the same level of battery wear, like my iPad mini last year. It all depends on how you got to those cycles.
Lastly, Apple unfortunately does not have battery health preservation features, contrary to Samsung for instance. On samsung laptops and tablets (but not phones....) you can set the battery to only charge up to 85% so that it will last longer over the years (and turn off the feature when you know you need 100%). This is something that HP does with some premium laptops too (and I think Lenovo too). Every company should do this...

Hello!

I am actually curious about something. So if they are replacing/swapping your iPad instead of replacing the battery, they should do it with a brand new one or an open box one since the battery should be at 100% after the "replacement". How do they do that with the 1st gen iPad Pros? Do they still produce them?

 

[AutomaticApple]

Starting to question the accuracy of CoconutBattery

Do not trust it.

 

[Digitalguy]

Hello!

I am actually curious about something. So if they are replacing/swapping your iPad instead of replacing the battery, they should do it with a brand new one or an open box one since the battery should be at 100% after the "replacement". How do they do that with the 1st gen iPad Pros? Do they still produce them?

The 1st gen pro is still serviced till early 2022 so they should have spare parts. Having said that they probably re-use the motherboards and only make new cases and batteries. So when I replace my battery in my 12.9 pro they may use the interla to to the same on another 12.9 pro. When they replace you iPad they give you new batteries and cases, not new internals...
And speaking of my 12.9, both Coconut and iMazing say battery is only around 40% of design capacity, so will see if it's under Apple's 80% threashold. It only lasts 2-3 hours and I am planning to try have it swapped once the corona caos is over...

 

[ckoerner]

I still find it unacceptable. I mean, it is their decision design wise to make their devices too cumbersome to repair or change the battery and If like one of the posters above, my iPad Pro dies in 3 hours of browsing and I bring it to them and they tell me that the health is 90%, is definitely wrong.

I prefer internal batteries as that allows the device to be simpler in construction - often more robust and thinner. At the same time I dislike that many folks don’t realize what they’re buying into when the battery in not user-serviceable. Apple’s not going to put that on the box.

If you buy an Apple device, and regardless with your familiarity with the pros/cons, Apple should be filling the gap with customer service. “Yes we know our devices are super hard to repair yourself, so we’ll make it easy.” Not just tell you to go pound sand.

 

[muzzy996]

I prefer internal batteries as that allows the device to be simpler in construction - often more robust and thinner. At the same time I dislike that many folks don’t realize what they’re buying into when the battery in not user-serviceable. Apple’s not going to put that on the box.

If you buy an Apple device, and regardless with your familiarity with the pros/cons, Apple should be filling the gap with customer service. “Yes we know our devices are super hard to repair yourself, so we’ll make it easy.” Not just tell you to go pound sand.

Yeah, clearly if a price for battery service is posted there should be clear guidance on what metrics are involved to qualify for said service. Personally I feel like the use of cycle counts and software feedback from battery apps is a potentially flawed way to go about it. In cases where such metrics lean against replacement but a device clearly lacks the same capacity surely the metrics must be wrong, and there should be some way for accommodations to be made.

 

[Bubble99]

I have a 6th Gen iPad on 14.1 with over 400+ cycles and an 86.3% battery health according to Coconut Battery. I've noticed the battery drain fairly quickly while web browsing and performing other non-intensive tasks. I reached out to Apple and they ran their diagnostics that said it was "good" with 91% health. They advised I reset the iPad and set it up from scratch without importing any settings and apps, which I did and it didn't help at all.

It's out of warranty and I'm more than willing to pay the 99$ for the battery service fee. However Apple won't let me do so. Rather they say there's nothing wrong. Is my only option to go to a third party and have them replace the battery?

You cannot replace the battery it is soldered on to the main board. So Apple cannot even replace it even if they wanted to replace it.

Also opening up the iPad will damage the iPad.

The iPad is not built like a desktop computer or some laptops with chips attached to board that can be swapped out.

 

[rui no onna]

You cannot replace the battery it is soldered on to the main board. So Apple cannot even replace it even if they wanted to replace it.

Also opening up the iPad will damage the iPad.

The iPad is not built like a desktop computer or some laptops with chips attached to board that can be swapped out.

From what I remember from iFixit teardowns, the batteries are glued to chassis but connect to the MB via a ribbon slot so not quite soldered down.

 

[dumastudetto]

It is very bad for the environment to replace something that doesnt need replacing. It is a bit irresponsible to even ask IMHO.

if this is a big issue for you, consider selling your current iPad and buying a new model with a new battery. This way your perfectly usable iPad and battery will find a new owner.