Apple would not stand behind iPad warranty
In September, 2020. I had a very disappointing experience with Apple. My wife and I bought an iPad in December 2019. In August of 2020, the iPad developed wide lines on its screen, making it virtually unusable. We had not dropped the iPad or damaged it in any way. Even though the iPad was under warranty, we were charged $249 to repair it. We contacted Apple and asked that the $249 repair charge be waived. Apple refused to do so. At the time, I felt that I had been treated unfairly by Apple, but that there was nothing else that I could do. I recently came to the conclusion that I should share my experience with others so that they could be aware of the risks they are taking when purchasing Apple products.Here, in more detail, is what happened to me. The text below is from a letter that I wrote to Apple CEO, Tim Cook, on September 5, 2020.
On August 30, 2020, I noticed that there were two intersecting lines (not cracks) across the screen of my 7th generation iPad. I phoned Apple Support and described the problem to the agent who answered the phone. He told me that since I bought the iPad in December 2019, the repair would be covered by an Apple warranty. I was then told that I would receive a box from Apple via FedEx, which would be used to ship the iPad to Apple for repair. Using the box that was supplied, I shipped the iPad to Apple on September 1. The repair ID for this transaction is D463437069 and the case number is 101170295110.
On September 3, I received an email from Apple saying that its technicians had found a problem with my iPad that wasn’t mentioned in my phone conversation with Apple. I phoned Apple and was told that there was a crack in the iPad’s screen. Before the iPad was sent to Apple in the supplied box, there was not a visible crack in its screen.
I am requesting that Apple provide me with documentation of the crack – the location of the crack on the screen, its dimensions and any other relevant information that would show that the crack was in existence when the iPad was in my possession. Since I needed my iPad back as soon as possible, I agreed to the repair. However, $249 is a high price to pay for an Apple product that is under warranty and was without a crack in its screen when I mailed it to Apple.
I have owned several Apple products and have always been impressed by the company’s integrity. In fact, Apple has stated that:
1. Apple conducts business ethically, honestly, and in full compliance with all laws and regulations. This applies to every business decision in every area of the company worldwide.
2. Apple's success is based on creating innovative, high-quality products and services and on demonstrating integrity in every business interaction. Apple's principles of business conduct define the way we do business worldwide…
3. [Apple demonstrates] honesty and high ethical standards in all business dealings.
As CEO of Apple Inc., I ask that you provide me with the information that I have requested in the third paragraph of this letter. I am asking you to issue me a refund of $249 if your inquiry into this matter concludes that I was treated unfairly by Apple, Inc.
Apple responded to my request, saying that I had damaged the iPad. Below is my response to Apple:
As a 71 year-old retired librarian who is a typical consumer, I do not consider my $249 iPad repair case with Apple closed. Since Apple is an enormous corporation that made over $264 billion in 2019, I am not surprised either by their response to my complaint or by the manner in which they treat their customers.
In Apple’s response to my complaint, they claimed that “On September 3, 2020, a careful examination of the iPad by Apple revealed a cracked display, which Apple does not attribute to a manufacturer's defect. This issue is the result of an accident, abuse, misuse, or other external cause”.
This is simply untrue. My iPad was not damaged in any way when I mailed it to Apple. Furthermore, I asked Apple to provide me with documentation of this alleged damage to the iPad – which they did not do. Apple did send me a picture of the iPad after they received it, but there was no damage of any kind to its screen.
Internet websites are replete with cases in which undamaged warranty-covered iPads developed lines across their screens. In all the cases that I read, Apple refused to honor their warranty by blaming the consumer for the problem
Here is just one posting by a frustrated Apple customer:
Post from Apple Customer #1: I recently (less than 2 months ago) bought an apple iPad 11 inch. I’ve been very happy with it, and of course very careful when handling it. When I picked it up now I noticed a thin pixelated horizontal yellow line on my screen. I haven’t dropped it or applied too much pressure. It also didn’t go away when I restarted my iPad. Does anyone know what it is/how to get rid? Or will I have to take it in to the iStore? (I don’t really want to spend a lot of money to fix something I didn’t break)
Post from Apple Customer #2: Why shouldn't their warranty cover it - unless they try to weasel out of it by telling you that you abused it or dropped it?
My intent in filing my complaint against Apple has expanded beyond getting a refund for a warranty-covered iPad that developed lines across its screen. I simply hope that people will read about my experience with Apple and use this information going forward.
