I got the new iPad Pro 2018 from my boss over Christmas, only to discover 2 weeks later that the iPad was defective. As many of you know the iPad does not come with a USB-C to 3.5mm adaptor. So it wasn't until 2 weeks later that i purchased an apple branded dongle from Best Buy. The iPad sometimes recognise but most of the time doesn't. I also tried the dongle and earphones that came with my Huawei P20 Pro. It sometimes work and sometimes doesn't. So I thought it was a software related issue and went to the apple store.
After an hour of diagnosis, the Apple Genius confirmed the iPad is in fact defective and will issue me a replacement. The Apple Genius assured me that the iPad being replaced is a brand new device and not a refurbished. 2 days later, i went to pick up my replacement, only to find the back of the device is all scuffed up. The Associate, then try to buff out the scratches but obviously couldn't. She told me to call Apple Care, and they might be able to issue me a real "brand new" item.
After 10 minutes of explaining my issue with Apple Care, they agreed to replace a brand new iPad for me upon submitting a receipt. She sent me a link to upload the document.
I called back the next day after submitting the document. This time they said they will not issue me a brand new device because its 2 days after their return policy. After an hour on the phone with this individual, he tells me he can't do anything for me and read me the return policy "replacement will be New or Like New". He then tells me he has no power to issue me a New product and the only people that can do it is the apple store and its up to their discretion if they want to issue me with a new product or not. He also confirms that these "like new" products are products that are sometimes returned by customers after a few days of purchase and in fact are used.
Going back to the Apple store. the store manager said the same thing. They will replace me with a "like new" product and assured me the replacement product is "brand new" never been used, because the iPad is so new, there couldn't be refurbished iPad Pros. The store manager basically said, he can issue me a "like new" product or you'll have to call apple care again and see what they say.
I took the second option still in hopes to get a brand new replacement. The apple care associate at first was trying to get me a new replacement. had the store manager hop onto the phone. The store manager declines. She then escalated to her superiors in all departments (as she claims). Finally after an hour and a half of wait inside the apple store, she finally tells me she can't do it. She then ported me over to her Senior Advisor Christina. She was even more useless.
Christina: "which port do you have issue with on your iPad.".
Me: "Ma'am, there's only 1 USB-C port on this device and the only port this device have is defective."
Christina: "we will fix your iPad, if we can't we can issue a refurbished replacement. The process will take up to 2 weeks."
That was her response after 30 mins on the phone with her repeating every other sentence I tell her and spelling out the word dongle because she doesn't know what it is. I finally told her "why am i talking to you when the apple store can give me a product within 1-3 business days and they can order one for me right now?"
Its not like i'm being unreasonable, not everybody would have a USB-C to 3.5mm dongle lying around to test their iPad. The iPad has less than 10 charges on it. It also seems like they don't want back up their own products as well. First with the bend iPad issue, now with USB-C ports.
After an hour of diagnosis, the Apple Genius confirmed the iPad is in fact defective and will issue me a replacement. The Apple Genius assured me that the iPad being replaced is a brand new device and not a refurbished. 2 days later, i went to pick up my replacement, only to find the back of the device is all scuffed up. The Associate, then try to buff out the scratches but obviously couldn't. She told me to call Apple Care, and they might be able to issue me a real "brand new" item.
After 10 minutes of explaining my issue with Apple Care, they agreed to replace a brand new iPad for me upon submitting a receipt. She sent me a link to upload the document.
I called back the next day after submitting the document. This time they said they will not issue me a brand new device because its 2 days after their return policy. After an hour on the phone with this individual, he tells me he can't do anything for me and read me the return policy "replacement will be New or Like New". He then tells me he has no power to issue me a New product and the only people that can do it is the apple store and its up to their discretion if they want to issue me with a new product or not. He also confirms that these "like new" products are products that are sometimes returned by customers after a few days of purchase and in fact are used.
Going back to the Apple store. the store manager said the same thing. They will replace me with a "like new" product and assured me the replacement product is "brand new" never been used, because the iPad is so new, there couldn't be refurbished iPad Pros. The store manager basically said, he can issue me a "like new" product or you'll have to call apple care again and see what they say.
I took the second option still in hopes to get a brand new replacement. The apple care associate at first was trying to get me a new replacement. had the store manager hop onto the phone. The store manager declines. She then escalated to her superiors in all departments (as she claims). Finally after an hour and a half of wait inside the apple store, she finally tells me she can't do it. She then ported me over to her Senior Advisor Christina. She was even more useless.
Christina: "which port do you have issue with on your iPad.".
Me: "Ma'am, there's only 1 USB-C port on this device and the only port this device have is defective."
Christina: "we will fix your iPad, if we can't we can issue a refurbished replacement. The process will take up to 2 weeks."
That was her response after 30 mins on the phone with her repeating every other sentence I tell her and spelling out the word dongle because she doesn't know what it is. I finally told her "why am i talking to you when the apple store can give me a product within 1-3 business days and they can order one for me right now?"
Its not like i'm being unreasonable, not everybody would have a USB-C to 3.5mm dongle lying around to test their iPad. The iPad has less than 10 charges on it. It also seems like they don't want back up their own products as well. First with the bend iPad issue, now with USB-C ports.
