Cracked in my hands...

[RetiredInFl]

Because I felt a bit "put on the spot" and didn't feel comfortable leaving with shards of glass. As I stated before, I also rely on the device and needed a replacement ASAP for the weekend.

As far as figuring out how to refund me if we get to that point, I have a receipt and they have the receipt number.

I've included the serial number of the cracked device in my further communications and the foot traffic at this store isn't comparable to say, NYC 5th Ave. I would imagine they can track this thing if need be.

Once you accept the remedy (paying $300 instead of full price which, if they wanted to, they could have done), your case is lost. You should have NOT accepted it, had them note your account you aren't accepting it and taken it and left. Now you are simply at the mercy of what they want to do from a customer service standpoint but (and I'm not saying you will) if you decided to sue them you'd more than likely be SOL.

Now, if you paid by AMEX (and some other cards as well), you would be covered for the $300 for the first 90 days. Have you checked with your card provider? I KNOW from my own experience AMEX will pay you the $300 as I had a similar problem with a Nikon camera lens.

 

[Shhmmooove]

Very sorry about this. After receiving my new iPad only today I am now rather nervous about handling it and about letting others handle it now!

Better go get a case tomorrow!

 

[phillipjfry]

I have to side with the OP on this.

I had mine for two days. I've had several ipod touches, nearly every iPhone version released, etc and after two days of coddling, babying it (it was never face down on any surface for the whole 48 hours I had it) etc and there were two very deep scratches on the screen.

I was shocked about how easily the screen gave in to whatever environmental factors it took to scratch it. The screen is nothing new to me. My phones have went through 1-2 years of use and had nothing happen to it as bad as this screen had after two days of light use.

I'm so very lucky that the apple genius at the store was nice enough to replace it but I was still shocked about how easily it damaged.

 

[Dangerous Theory]

Once you accept the remedy (paying $300 instead of full price which, if they wanted to, they could have done),

I'm pretty sure that's standard OOW replacement pricing. The only time they would say "There's nothing we can do, you'll have to buy a new one", is if the device is severely damaged (squashed, smashed to bits, very bent). The iPad still has a lot of worth to Apple, and I'm sure they'll make a profit out of it.

 

[yateseyd1991]

That's just harsh, I got a £45 refund from Apple after complaining about a scratch on the back of my iPad 3 straight out of the box, this was over the phone so Apple had no proof a scratch even existed! Generally I find the Genius Bar quite useful when I've had problems with my iDevices, but only after I put up a fight and asked to see to the manager

iPhone 4S 32GB White, iPad 3 16GB WiFi Black, iPod Mini 8GB CF Mod, Shure SE425's

 

[miamialley]

I find it a bit peculiar they can't trump the retail store, however we'll see if the Executive support staff can do anything else.

They can. They just don't believe your story. I've seen Apple replace iPads who were clearly damaged by the user (even admittedly so). They are fairly inconsistent with replacements.

 

[Old Smuggler]

Its hit and miss
Just go down to the store and be polite and see what comes of it

 

[kvizzel]

Any updates on apple bar?

 

[richpjr]

That sucks - sorry man.

 

[Dangerous Theory]

That's just harsh, I got a £45 refund from Apple after complaining about a scratch on the back of my iPad 3 straight out of the box, this was over the phone so Apple had no proof a scratch even existed! Generally I find the Genius Bar quite useful when I've had problems with my iDevices, but only after I put up a fight and asked to see to the manager

iPhone 4S 32GB White, iPad 3 16GB WiFi Black, iPod Mini 8GB CF Mod, Shure SE425's

What the hell lol? That's pretty awesome. A lot of money to reimburse for a scratch, especially without proof!

 

[RetiredInFl]

They can. They just don't believe your story. I've seen Apple replace iPads who were clearly damaged by the user (even admittedly so). They are fairly inconsistent with replacements.

Yea, I think a lot of that is changing and you will see them becoming more consistent because they now have Applecare+ where before there was no real "official" customer option to cover those type of problems.


What they should do in this case, as a customer service, especially so early in the ownership, is to say ... "OK, if you buy Applecare + now we will cover this first incident as one of the two."

 

[Leonard1818]

So is $300 the "deductible" for a brand new iPad that is still under the 1-year warranty?

How would a pre-purhcase of applecare have changed this? I was under the impression that applecare just extends the 1-year warranty to a 2-year.

 

[vagabondlife4me]

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

I know this isn't Reddit but up voted anyway for the 4400 reference.

----------

So is $300 the "deductible" for a brand new iPad that is still under the 1-year warranty?

How would a pre-purhcase of applecare have changed this? I was under the impression that applecare just extends the 1-year warranty to a 2-year.

AppleCare+ extended the coverage to two years but also adds 2 incidences of accidental damage with a $49.00 fee/deductible.

 

[iMacDragon]

So is $300 the "deductible" for a brand new iPad that is still under the 1-year warranty?

How would a pre-purhcase of applecare have changed this? I was under the impression that applecare just extends the 1-year warranty to a 2-year.

$300 is the out of warranty repair cost.

 

[Leonard1818]

ouch.

Glad I bought it for my phone.

probably should look into it for my wifes ipad too...

 

[MovieCutter]

Right so we have reached the point on this forum that unless you bow to Apple regardless of what you experience you are classed as a troll. I have declined to put up with the build quality of the iPad 3 (my personal experience) but I have given Apple even more of my cash by buying a £1000 Macbook Air instead. Does that make me a troll too?

Oooooh, a whole MacBook Air...

Let me know when you've gone through 15 laptops, 12 desktops, 5 iPhones, 8 iPods, and 3 iPads in a 7 year period

 

[Leonard1818]

cause remember... your jiblets are only as big as your list of devices in your signature on macrumors.

 

[Karmak]

I went and got the Apple Care on my new iPad after reading this thread.

 

[bpd115]

I've been corresponding with a contact at Corporate Customer Care Administration, so we'll see if that gets me anywhere.

I've expressed I'm willing to compromise and pay for the AppleCare + and it wouldn't bother me too much if they use this as one of the 'accidental damage' repairs.

I know it's an odd occurrence, I know they have to take me at my word, but what happened, happened. I wasn't getting out of my chair at that point, I simply took my left hand from the iPad, transferring all the stress to the point of my thumb of my right hand and it shattered. I don't have gigantic NFL Lineman hands and I've always thought my grip strength was actually below average. Sometimes you have a bad piece of glass. Looks like I won that lottery but not the Mega Millions. My luck continues.

 

[ericrwalker]

I simply took my left hand from the iPad, transferring all the stress to the point of my thumb of my right hand and it shattered.

Wouldn't the weight of the iPad be on your fingers on the back of the iPad? Not on the screen? If you are holding it with the screen facing you?

 

[McGiord]

The glass is chemically tempered. Tempered glass is supposed to stand a lot of external stress and have enough resistance to surface damages.

There should be more lines in the broken glass to show it was properly tempered.

The fact that only a few lines are shown indicates that it broke with small amount of stress and also shows the tempering of that particular piece of glass was not good enough.

The fact that some of the breakage lines intercept means nothing, to determine the origin of the breakage the broken glass needs to be check with a microscope.

For glass to break, it has to see two things: enough tensional stress to overcome the surface compression and a flaw in the glass.
The flaw can be a micro crack, poor or uneven tempering, internal defect, etc.

 

[bpd115]

Wouldn't the weight of the iPad be on your fingers on the back of the iPad? Not on the screen? If you are holding it with the screen facing you?

It would be between my thumb and the fingers around back, yes. That's kind of how a hand works, no? I wasn't balancing it on my 4 fingers around back.

 

[ericrwalker]

It would be between my thumb and the fingers around back, yes. That's kind of how a hand works, no? I wasn't balancing it on my 4 fingers around back.

Yeah you have opposable thumbs, but there would be very little pressure on the glass. I would guess about 90% of the weight would back on the back of the iPad. Unless you started to drop it and gripped it then their would be a sudden pressure on the screen.

 

[bpd115]

Yeah you have opposable thumbs, but there would be very little pressure on the glass. I would guess about 90% of the weight would back on the back of the iPad. Unless you started to drop it and gripped it then their would be a sudden pressure on the screen.

Depends on where the thumb is. If my thumb was pointed up and more towards the edge of the device, then yes you are right. But it wasn't. It was held like you were trying to type in portrait mode. You can tell by the print on the picture. Also, since I was slightly reclined, the iPad was more in a vertical position, not horizontal to the ground.

Try it yourself on your iPad if you have one (and if you dare!) and you can see where the stress point is.

 

[ericrwalker]

Fair enough, the glass may have been defective but I am sure Apple is going to do their best to pin this on you. If it truly was/is defective I wouldn't even offer for the Applecare option. They should replace it for free and I wouldn't settle for less.

Depends on where the thumb is. If my thumb was pointed up and more towards the edge of the device, then yes you are right. But it wasn't. It was held like you were trying to type in portrait mode. You can tell by the print on the picture. Also, since I was slightly reclined, the iPad was more in a vertical position, not horizontal to the ground.

Try it yourself on your iPad if you have one (and if you dare!) and you can see where the stress point is.