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Cracked in my hands...
- Thread starter bpd115
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Lol
If a cat walked on my iPad, it'd be the last time that cat walked on my iPad.
Yeah, they thought you were lying.
Well, too late, but I was going to say you should try the following if it played out this way. Ask them if they would compromise and let you buy the Applecare+ and then wait a day or so for it to take effect (if required) and get a replacement for the $50 deductible. Might have been a reasonable compromise if they were willing to do it. Would have saved you a $100 and you would have been protected 1 more time if they were willing to look the other way and let you do it.
Oh well, sorry for your bad luck.
Oh, maybe it has been mentioned already, but check your credit card coverage and see if it has any sort of 90 day protection clause for stuff like this.
Oh well, sorry for your bad luck.
Oh, maybe it has been mentioned already, but check your credit card coverage and see if it has any sort of 90 day protection clause for stuff like this.
Too bad they wouldn't replace it. I believe your story completely, but I suspected that it would be hard to "prove" that you didn't accidentally smack the screen against something.
At least they gave you the "out of warranty repair" replacement price. I was at the Apple store some time back (eavesdropping on the genius bar customer next to me) where some guy had a similar, spontaneous crack in his MacBook's display. They quoted him a repair price of $800 or something on a $1200 laptop... looked less than a year old. One of the late revision unibody white MacBooks. He opted to buy a new one but wasn't too happy.
This would be like wrecking your car and then trying to buy insurance after the wreck to get it fixed. Not gonna happen.
Whether the OP's story is true or not is irrelevant. They don't believe him and they're not going to cut that kind of deal if they think he did it by dropping the iPad.
I will say that I have e mailed Tim Cook before and gotten a response fairly quickly, not from him directly, but from a "corporate relations" manager. You may have some luck that way. You will also get a survey in your e mail about your recent experience at the Apple store. That is a good time to complain too, because they take bad survey results VERY VERY seriously. I gave them just an "ok" answer on one question one time and got a call from a manager the next day.
They let me add the Apple Care plus for $50 bucks. Which I did since who knows if this one will shatter under my death touch.
I don't understand something. Isn't your new iPad covered under the standard (free) Applecare warranty for 1 year? Or is the Genius Bar considering this accidental rather than a fault or failure of the device?
Secondly, did you purchase the iPad with a credit card? There's a good chance it has "Purchase Protection" to cover any circumstances in the first 90 days. I'd check with them as they may pay for this.
Are you sure you're not one of the 4400 and your special power is super thumb strength?
But seriously I hope you get the whole thing sorted, I would complain til the bitter end if it were me
But seriously I hope you get the whole thing sorted, I would complain til the bitter end if it were me
I got it originally from Walmart using the Walmart discover, so I'll check it out.
They were claiming it was "accidental damage", even though he inspected the unit, found no signs of any drops. He made it clear he believed what I was saying, however their policy doesn't cover cracked glass. Even though we all know of people who've dropped past iPads and have had them replaced.
I work IT and I've worked customer service for call centers. They were following the text book to the T of "feign Sympathy, let the customer vent, don't say what you can't do but what you CAN do (would you like to give me $300 or leave?)".
I'm generally a pretty reasonable guy and I know how things work. I take care of my things, especially Apple products, and I've never walked away from support with a negative experience until today. They've bent policy and compromised on things in the past.
I can see if someone walks in and the thing has obvious signs of drop, scratched to hell, and abused.
But when someone has a plausible story, and a bit of photographic evidence to back it up, sometimes you need to give them the benefit of the doubt.
They were claiming it was "accidental damage", even though he inspected the unit, found no signs of any drops. He made it clear he believed what I was saying, however their policy doesn't cover cracked glass. Even though we all know of people who've dropped past iPads and have had them replaced.
I work IT and I've worked customer service for call centers. They were following the text book to the T of "feign Sympathy, let the customer vent, don't say what you can't do but what you CAN do (would you like to give me $300 or leave?)".
I'm generally a pretty reasonable guy and I know how things work. I take care of my things, especially Apple products, and I've never walked away from support with a negative experience until today. They've bent policy and compromised on things in the past.
I can see if someone walks in and the thing has obvious signs of drop, scratched to hell, and abused.
But when someone has a plausible story, and a bit of photographic evidence to back it up, sometimes you need to give them the benefit of the doubt.
The only photographic evidence I've seen here is a picture of an iPad that looks like something hard hit the glass screen.
With a visible thumb print in the exact location where the crack started. The crack even matches where the pressure would have been exerted. See the "peak" in the crack so to speak? Now squeeze something with your thumb. Matches up a bit no?
Ultimately I'm not going to convince everyone, it's the Internet and I've been around it a few years.
But you have to admit that it's plausible.
Ultimately I'm not going to convince everyone, it's the Internet and I've been around it a few years.
But you have to admit that it's plausible.
A fair argument against that is you could easily have put a thumb print there at any point. Added to that, even if they believe it wasn't dropped or hit, then they'll just assume you put far too much pressure on it with your hand. Pretty sure they don't make any claims about glass not breaking under pressure from hand.
I find it quite odd that you were willing to just pay the $300 replacement fee if you honestly thought it wasn't your fault. Unless the money is nothing to you (good for you!), I would expect more of a big deal made out of this, especially as it could have been proven with the right equipment.
Since they aren't going to replace or repair your iPad, please tell us how it really happened!
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Very true. OP's story is plausible, and possibly true, but there's not enough physical evidence to support it. Not surprised at all that the Apple store wasn't going to cover it in the warranty.
Plus, who's to say that the crack had to have been caused by a drop? It could've have been pressed on, or something heavy placed on it.
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It was pressed on. By my right thumb. The weight of the iPad was distributed to that point when my left hand let go to close the smart cover. It was never dropped. I don't know how much more physical evidence I could provide outside of a video of it happening and there being not a scratch or dent on the device otherwise.
I guess I won the "defective glass" lottery instead of the Mega Millions.
It was pressed on. By my right thumb. The weight of the iPad was distributed to that point when my left hand let go to close the smart cover. It was never dropped. I don't know how much more physical evidence I could provide outside of a video of it happening and there being not a scratch or dent on the device otherwise.
I guess I won the "defective glass" lottery instead of the Mega Millions.
Why would it seem odd to have an impact point at any location?
Im not saying it was dropped, but it looks like something impacted the display because the spider effect is 360 degrees from the point of impact.
Just to be clear, I'm not accusing you of lying (it would be a pointless unsubstantiated claim since I don't know anything of your situation).
Also your reason for paying $300 didn't really address my point. I'm trying to figure why you appear not to have been fussed about the outcome. I'd personally have argued it to the fullest if I believed I truly wasn't at fault, but $300 would be a lot of money for me to throw away after already paying a premium price for the device.
Anything can be debunked or theories can be formulated. All I can do is tell the truth and provide what evidence I have. Hell, even if I had a video of it happening people would claim to see something smashing the screen or observing fluctuating temperatures. I'm not naive.
It is possible that all the people whining about really stupid issues and taking 15 iPads back for a millimeter wide circle of light bleed are ruining it for you. The complaining gets worse and worse every time they launch a new product and it's not because the product is getting worse, it's because people are becoming whiny bitches. (We all know the kind of people I'm talking about.)
I'd be willing to bet that 2 years ago, you would have been able to exchange this no problem.
Again, I'm not saying I don't believe you. I got 4 iPad 2s in a row with dust under the screen, and any time I talked about it on the forums, people told me I was lying and that it must be something I was doing. Eventually I got one I could at least be happy with, and I shut up about it, but that's when I put an e mail in to Tim Cook and got the call from one of his corporate relations people. She didn't necessarily do anything for me, but I made sure she knew about all the dust issues I had.
Well, one thing to consider is that if it was a defect in the glass or a problem with the way the glass was placed in the frame then you just turned in the only evidence you had to support your claim.
Sometimes Apple requests that an iPad be sent in to be examined more closely by an engineer. That person may have been able to verify damage/defects that wasn't your fault that a genius eyeballing it couldn't.
I'm sure you would have been able to pay the $300 at a later date if that didn't go in your favor. Anyway, good luck with your new iPad, $300 bucks is definitely better than another $800. Maybe the customer service person will cut you a break regardless.