All iPads "Genius Bar Inventory"

[JimmyG]

Hi All,

Just a heads-up for the community regarding bringing one's broken/non-functioning under-30-days-ownership Apple device back to their brick-and-mortar stores for replacement...you will be forced to wait for a replacement device despite the fact that the store physically has identical brand-new items for sale.

The absurd reason? Apple keeps two inventories at their brick-and-mortar stores..."retail inventory" for those wishing to go home that day with a brand-new device and, I quote the Apple manager from our local store directly, "Genius Bar Inventory" which will require the "existing owner of a brand-new but non-functioning device who is well within their 30-day return and replacement window" to sit at home and wait an unspecified/unguaranteed amount of time (days, weeks?) for the brick-and-mortar store to get a brand-new-in-box replacement device that specifically shows up in their in-store computer as, again I quote, "Genius Bar Inventory".

Long gone are the Apple days of them shipping me out a brand-new 15" monitor for my Performa 6300 with a prepaid return label for the under-lifetime-warranty broken monitor. Apparently the capabilities to move an inventory item from "Retail" to "Genius Bar" has somehow mysteriously eluded the technological prowess of this tech giant.

The iPad Pro 11" Gen. 3 in question is being returned as defective/non-functioning for a full-refund, no sale here.

Best of luck to one and all that your devices do not require replacement under warranty.

Peace,
Jimmy G

 

[Apple_Robert]

As far as I am aware, this has been standard Apple policy for years although I have read of a few reports on here over the years where an exception (at manager discretion) was made and a retail box product was used.

 

[fwmireault]

Yes I went to the Apple Store yesterday for my Apple TV and have this exact situation. There are other Apple TV 4K in this store, but no backstore replacement units so I have to wait a few days.

It’s frustrating, but I (and Apple) don’t need the brand new box, accessories, instructions, etc when wanting to replace a defective unit. I just want the device itself to be replaced. Pretty sure too that Apple can’t sell anymore at full retail price an unsealed Apple product box, so it somewhat makes sense for me. That said, I know that Apple stores don’t have a big inventory capacity, but maybe they could improve the replacement units capacity. But Apple can’t always have a stock pile for each configuration, color, connectivity and generation of each of their products, that’s for sure

 

[Expos of 1969]

Ridiculous. The customer who bought an item and then is inconvenienced because it does not function is inconvenienced a second time waiting for the replacement. What a way to focus on customers who have chosen to give Apple their hard earned cash. There are some serious issues within Apple. Some the result of sheer arrogance, some the result of stupidity and some the result of god knows what. But millions hand over millions of dollars to Cook and his cronies weekly so there is zero incentive for Apple to change.

 

[Aboo]

If you are within the return policy, why not return the defective and purchase a new retail unit? Problem solved no?

 

[Livvie]

I work in retail this doesn’t surprise me but gosh i agree it ridiculous.

 

[akash.nu]

This has been the official policy forever, they’re just enforcing it more recently and also there’s the practicality of stocking refurbished items for every combination. Gone are the days when Apple used to just replace devices immediately because people started taking advantage of their lenient policies.

 

[LogicalApex]

I am sure it is up to the manager of the store?

I had in issue where my MBP 2018 USB port died within a week of ownership when I got it in 2018 during the launch. When I took it back to the store they did a return to allow me to swap for another brand new unit since they didn't have any in stock even though I was a short bit outside of the return window (over 14 days, but under 30 if I remember right). I didn't ask for it and they suggested it.

Like everything, there are no hard and fast rules. But be cordial and hopefully things go the right way when you need them to.

 

[mi7chy]

The iPad Pro 11" Gen. 3 in question is being returned as defective/non-functioning for a full-refund, no sale here.

What's wrong with it?

 

[alecgold]

Hi All,

Just a heads-up for the community regarding bringing one's broken/non-functioning under-30-days-ownership Apple device back to their brick-and-mortar stores for replacement...you will be forced to wait for a replacement device despite the fact that the store physically has identical brand-new items for sale.

The absurd reason? Apple keeps two inventories at their brick-and-mortar stores..."retail inventory" for those wishing to go home that day with a brand-new device and, I quote the Apple manager from our local store directly, "Genius Bar Inventory" which will require the "existing owner of a brand-new but non-functioning device who is well within their 30-day return and replacement window" to sit at home and wait an unspecified/unguaranteed amount of time (days, weeks?) for the brick-and-mortar store to get a brand-new-in-box replacement device that specifically shows up in their in-store computer as, again I quote, "Genius Bar Inventory".

Long gone are the Apple days of them shipping me out a brand-new 15" monitor for my Performa 6300 with a prepaid return label for the under-lifetime-warranty broken monitor. Apparently the capabilities to move an inventory item from "Retail" to "Genius Bar" has somehow mysteriously eluded the technological prowess of this tech giant.

The iPad Pro 11" Gen. 3 in question is being returned as defective/non-functioning for a full-refund, no sale here.

Best of luck to one and all that your devices do not require replacement under warranty.

Peace,
Jimmy G

An iPad (or iphone for that matter) that is a replacement is in a brown simple box that they keep (they seem to be using them again). There is also a different type of serial. My iPhone had a extra Y in the serial indicating that is was a factory refurbished. Which means that it didn’t pass quality control, and got “repaired”. Not all of them, but some do.
When they don’t have brown box replacements they usually either repair it on the spot or ask you to wait for a bit. If you have a really good story they might give you one from a white box that is in store, but they don’t like doing that.

So there is a reason for both the store inventory and Genius Bar inventory.

If you have Apple Care +, just phone them, go thought the 4531 steps and hoops, then give them your credit card (they just make a reservation) and they will send you a brown box new iPad. Place your own iPad in the brown box, use the label/plastic bag that came with it and if you’re quick/kind/give coffee to the delivery man, they can take it back with them. That usually is the quickest way to resolve it, did it with my iPhone that had a broken glass back and it was relative pain free.

 

[0128672]

It's been part of the hardware warranty for a long time, and it's always good to know what your warranty covers before seeking service so that expectations are set according to the policy, not what you think you should happen. I can understand it's disappointing this happened just outside of the return period.

"If during the Warranty Period you submit a valid claim to Apple or an AASP, Apple will, at its option, (i) repair the Apple Product using new or previously used parts that are equivalent to new in performance and reliability, (ii) replace the Apple Product with a device that is at least functionally equivalent to the Apple Product and is formed from new and/or previously used parts that are equivalent to new in performance and reliability, or (iii) exchange the Apple Product for a refund of your purchase price." [emphasis mine]

Your Hardware Warranty

 

[KaliYoni]

I agree maintaining a separate stock for returns and exchanges is infuriating for customers. I think Apple's insistence on doing this, with enforcement seeming to be more stringent than in the past, is the result of a combination of Internet-enabled return scams (such as the one below), internal loss prevention policies, and typical Apple Store arrogance.

I am sure it is up to the manager of the store?

If you're not sure what you think, well, none of us here can be much help. But it is possible that Store managers might have some leeway. If they do, many discussions here and around the web often say that a calm and polite attitude on the part of the customer is a key factor.

Return scam:

Scheme to Swap Fake iPhones Adds Up to $900,000 Loss for Apple, Prosecutors Say (Published 2019)

Two college students in Oregon are accused of tricking Apple into replacing nearly 1,500 counterfeit iPhones with genuine ones that were later sold.

www.nytimes.com

 

[Shirasaki]

I got my iPad Pro 2018 11” replaced twice due to screen tearing issue (displays garbled Tiny Color bands or just gibberish briefly). Every replacement unit I receive is inside the white box and has simple plastic wrap on it. I think the first unit is a refurb one, and the other is something like a repackaged unit or so. They never mention anything like Genius Bar Inventory or similar stuff. Just got the device replaced, and their job is done.

 

[LogicalApex]

If you're not sure what you think, well, none of us here can be much help. But it is possible that Store managers might have some leeway. If they do, many discussions here and around the web often say that a calm and polite attitude on the part of the customer is a key factor.

I don't work at Apple...

As a result, I don't speak in definitive terms on policies I haven't read directly...

A shocker I know, but you'll get used to it when reading my posts.

 

[Mr Retina]

Its pretty simple. Item defective Within return policy window? (14 days in the states) return/exchange product with sale bucket inventory. Item outside of the return window and has a defect that needs to be serviced by AppleCare/+ warranty? Service bucket inventory used with corresponding part number used for replacements. Its always been that way..

 

[ouimetnick]

Apple should either expand their return window from 14 days to 30 days, or at least allow for a retail swap for 30 days after purchase. Two or three months after purchase I can understand having to get a refurbished or "new" white box replacement from the "Genius" Bar inventory, but with in 1 month of ownership? Come on man. ?