Over-the-phone replacements?

[jedolley]

Have any of you requested a replacement over the phone for whatever reason (i.e. dead pixel)?

Did you get the advanced replacement options (i.e. you receive your new iPad before sending back the defective one)? If so, did you have AppleCare?

 

[aristobrat]

Advanced replacement it supposed to be only available for those that spent the extra $99 on AppleCare, but this early into the launch, i wouldn't be surprised if they did it for everyone (and started restricting it later).

 

[r0k]

Have any of you requested a replacement over the phone for whatever reason (i.e. dead pixel)?

Did you get the advanced replacement options (i.e. you receive your new iPad before sending back the defective one)? If so, did you have AppleCare?

Normal replacement involves Apple emailing you a shipping reference number you can use to ship yours back for free. Once they receive and diagnose it, they return the replacement, often by overnight fedex. Then you have to either be home when it arrives or go wait in line at the fedex office to pick it up. You can ask about advance replacement, but that sort of thing is normally reserved for something "mission critical" like a corporate blackberry or corporate iphone.

 

[Bodhi395]

Normal replacement involves Apple emailing you a shipping reference number you can use to ship yours back for free. Once they receive and diagnose it, they return the replacement, often by overnight fedex. Then you have to either be home when it arrives or go wait in line at the fedex office to pick it up. You can ask about advance replacement, but that sort of thing is normally reserved for something "mission critical" like a corporate blackberry or corporate iphone.

I would just go to an Apple Store to replace it, much easier. Assuming there is one within driving distance to you.

 

[jedolley]

I guess I should have been more straight forward with my question. I know some people that have gotten advance replacement for the iPad w/o Applecare, and I'm pretty sure there have been members on this forum mentioning advance replacement, but i don't know if they had Applecare or not. I guess i'm just trying to figure out who or how many have been able to get advance replacement w/o Applecare.

I would just go to an Apple Store to replace it, much easier. Assuming there is one within driving distance to you.

Yeah, starting to find out the Apple Store customer service > Phone customer service. My closest Apple Store is about 1.5 hours away, and I went there for my first replacement. I was hoping to avoid making the drive again, but it looks like the only way to get proper service.

 

[aristobrat]

If you are going to drive 3.0 hours round-trip, call the store ahead of time and let them know what you're doing. They won't normally hold/reserve a product for a person, but in your situation (driving a long way to replace a product you just bought), they might. I mean, being that iPad availability can be low at some stores right now and all...

 

[jedolley]

I opted for the mail-in replacement option, and was assured by the customer relations rep that I would be getting a brand new iPad in return...

I just received the box for me to return my iPad and per the instructions, they just want the iPad and no accessories (i.e. cable and charger). I have zero experience with returning products to Apple, but this leads me to believe that I will not be getting a brand new sealed in box iPad in return. It seems like to me that they are just going to send me another box with just the iPad and I have to take their word for it that it's brand new.

I realize that the iPad is a new product and not many are probably returning theirs this way, but I was wondering if someone could shed some light on how Apple return/exchange process works. Am I correct in my assumption that I will not be getting a new sealed retail boxed iPad in return?

 

[aristobrat]

The terms of their warranty allow them to replace with new or like new. With iPods and iPhones, if they gave you a refurb, it had a brand new outer shell and a brand new battery. Not sure if they'll do the same for refurb ipad replacements.

This early after the ipad launch, odds are you'll get a new unit as a replacement. Just because you're not getting the accessories changed as well doesn't mean you won't get a new one.

 

[jedolley]

This early after the ipad launch, odds are you'll get a new unit as a replacement. Just because you're not getting the accessories changed as well doesn't mean you won't get a new one.

This may be true, but on several occasions I asked the Customer Relations rep if the product would be brand new, sealed RETAIL box, and he said yes.

He also said that there is a misconception with Apple refurbs (at least with iPhones and iPods), that Apple doesn't actually repair the devices and that they melt the parts down to be used to make NEW devices. Not sure how true that is, but more and more i'm starting to think the Apple support is full of it.

I think this early into owning a product, I should be getting a brand new item, and not an item that is in a separate box and claims to be new/un-opened. Dell for example (my experience with their laptops and monitors), will exchange for a BRAND NEW item with the first 21 days, and after that it's a refurb. It seems the way Apple does it, there is no way for me to tell one way or the other, and that doesn't seem right considering I paid $600 and have yet to get an acceptable iPad and now may be getting on that is not brand new.

 

[aristobrat]

This may be true, but on several occasions I asked the Customer Relations rep if the product would be brand new, sealed RETAIL box, and he said yes.

Perhaps they're doing something special for your situation, but going the mail-service route (where they ask you put just the broken product, minus the other accessories in a box and mail it back), they typically only replace the main product. i.e. if they ask you to send only the iPad back, they're only going to send you an iPad (minus the accessories) in return, not a whole new full retail box. Again, maybe you get something special this early after the launch?

He also said that there is a misconception with Apple refurbs (at least with iPhones and iPods), that Apple doesn't actually repair the devices and that they melt the parts down to be used to make NEW devices. Not sure how true that is, but more and more i'm starting to think the Apple support is full of it.

If everything about a refurb were new, I don't think they'd have this note on their iPod refurb (online) store. Actually, if that were true, I don't even think that there would even be a refurb store!

Apple Certified Refurbished

We test and certify all Apple refurbished products and include a 1-year warranty.
All refurbished iPod models also include a brand new battery and outer shell.

http://store.apple.com/us/browse/home/specialdeals/ipod?mco=OTY2ODY2NQ

I think this early into owning a product, I should be getting a brand new item, and not an item that is in a separate box and claims to be new/un-opened.

If you bring something defective back to a brick & mortar Apple Retail store within the 14-day return window, they'll return it and sell you a brand new one.

After the 14-day return window, you have to go thru their service program.

Did you buy online or something?

 

[Bodhi395]

He also said that there is a misconception with Apple refurbs (at least with iPhones and iPods), that Apple doesn't actually repair the devices and that they melt the parts down to be used to make NEW devices. Not sure how true that is, but more and more i'm starting to think the Apple support is full of it.

I don't get that, if they never repair devices, then how can there be refurbs? A refurbished device indicates that it was used at some point and then 'refurbished' to make it look new. I don't buy this melting stuff down to make new ones, it doesn't make alot of sense. I think they take used devices and fix them up somehow.

 

[jedolley]

I don't get that, if they never repair devices, then how can there be refurbs? A refurbished device indicates that it was used at some point and then 'refurbished' to make it look new. I don't buy this melting stuff down to make new ones, it doesn't make alot of sense. I think they take used devices and fix them up somehow.

I didn't buy it either, but it was not worth arguing at the time. I kept hearing that Apple's customer service was different or held to a higher standard, but recent events and statements leads me to believe they are just like every one else.

If you bring something defective back to a brick & mortar Apple Retail store within the 14-day return window, they'll return it and sell you a brand new one.

After the 14-day return window, you have to go thru their service program.

Did you buy online or something?

I originally bought online, but took my first iPad to a retail store and they swapped it out. The problem is that the store is 1.5hours away and I don't want to make that drive again... Actually, I don't feel like i should have to make the drive to get quality service.

 

[aristobrat]

I originally bought online, but took my first iPad to a retail store and they swapped it out. The problem is that the store is 1.5hours away and I don't want to make that drive again... Actually, I don't feel like i should have to make the drive to get quality service.

I wonder if you went to the Online Store and chatted w/ one of the folks there, if they could arrange for you return your entire iPad and they ship you an entirely new retail box (which is essentially what the store you drove to did, vs you having to go the "service repair" route).