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Apple refusing to repair IPad due to minor screen damage? Any experience/advice?

Discussion in 'Apple Hardware' started by NeilF, Feb 13, 2020.

  1. mrbell1984

    Capodecina

    Joined: Aug 9, 2008

    Posts: 23,314

    Dude, I’ve just got on the website right and it smacks me right in the face.

    ACCIDENTAL DAMAGE INSURANCE

    did you or did you not take out at the time of purchase?

    You purchased EXTENDED WARRANTY.

    Big difference don’t you think? Pretty self explanatory! You won’t get that device replaced at Apple nor John Lewis. The device is DAMAGED by a SCREEN CRACK.

    While I sympathise with you, you are either going to have to get a new one or pay for the repair. If you pay for the repair the device will be swapped out for a new one and you get warranty on that for any problems (except accidental damage)!
     
  2. NeilF

    Capodecina

    Joined: Nov 15, 2003

    Posts: 13,558

    Location: Marlow

    Understood, but let's be realistic (again), the chip shown (which happened a year ago) almost certainly hasn't cause the hardware failure now. Infact, in the flesh it looks so minor I actually thought nothing of it, other than "that's a shame but it's obviously just cosmetic".

    But anyhow, now seeing the way this all works, (expensive) lesson learned...
     
  3. mrbell1984

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    Posts: 23,314

    If I go to fix that iPad now and I removed the screen I couldn’t take that screen off without it shattering due to the problem in the corner.

    This means I couldn’t stick the screen down again and a new ones required.

    There then is the cost of a new battery or logic board depends on the issue here.

    That alone could be like a £500 repair if it was the logic board.

    You can clearly see in the photo there’s a screen crack that hasn’t developed itself and it doesn’t matter when it’s been done it’s there and causing a problem for repairs.

    That’s a drop screencrack I’ve repaired so many in my time and all of this is exactly the same for phones and TVs etc with screens.

    Go claim it on your house insurance... I bet you don’t have accidental on their either lol
     
  4. Terminal_Boy

    Sgarrista

    Joined: Apr 13, 2013

    Posts: 7,640

    Location: La France

    Chap, the impact force required to cause that damage (the display is partially protected by the rear body) could have caused damage to the internals.

    I’ve dropped a bunch of iThings onto a range of surfaces from varying heights and you can never quite tell how the iThing will react. Devices that looked like a tank had run over them working fine for years and ones which didn’t have a mark on them flat out quit or acted possessed days later.

    The best “can we have a replacement one, this one doesn’t power up anymore” claim I saw was for a iPhone 3G demo unit from the Orange shop in Guinea-Bissau that arrived back into our office with a bullet hole right through it. Despite their civil war having officially ended in 1999, the locals still enjoy shooting up the place every once in a while and the Orange shop (a shipping container painter bright orange) proved an irresistible target one day. No one was hurt, but the display took a few hits from an AK.
     
  5. NeilF

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    Posts: 13,558

    Location: Marlow

    Understood... But a year passed by, and it really does look very superficial in the flesh.

    I understand Apple/JL will not view it this way... And that they could argue the drop happened a week abo and the device stopped working then.

    I work in the insurance industry, and some of the claims I've seen have been comedy gold :)
     
  6. NeilF

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    The 3rd party I had look at the unit were confident after looking at the chip, they could take the scren off without an issue.

    And after they ran diagnostics, they were getting error numbers which implied it could be a number of causes inside, including the main board, so said that we could then be chasing the issue, clearly making the repair complicated. Given a replacement can be had from Apple for £290, with my remaining 18month warranty on it, that clearly seems the "safer" route...

    Our home policy doesn't cover phones/ipads. Our bank insurance only covers phones etc. I'll look into it now, and see if including them on home or just taking out 3rd party accidental cover makes sense etc.
     
  7. Vince

    Man of Honour

    Joined: Oct 30, 2003

    Posts: 8,853

    Location: Essex

    I'm with the op on this, bar water damage that imo should be warranty repair. I mean lets be honest how many people here havent cracked a screen on a phone or tablet? Ive cracked (glass only) pretty much every single one I have ever owned. My S8 cracked, s9 cracked, s10 I cracked a few weeks back and they all still work. I do have to buy a new one when I eventually crack them but the point is they all still work. Imo that should be warranty on such a small issue.

    How many ipads or iphones have you repaired?
     
  8. NeilF

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    Ta. I think in an ideal world it should be a warranty repair to. But as pointed out Apple/JL will simply say how do know the drop didn't happen last week and that's when it stopped. Or the drop loosened something.

    That's almost certainly not the case mind, hence the aggravation...
     
  9. Vince

    Man of Honour

    Joined: Oct 30, 2003

    Posts: 8,853

    Location: Essex

    If a small drop can loosen a component on the board or flex the board or frankly do any damage to the board in a physical way then the device isnt fit for purpose. Having repaired many iDevices I recon I could get that screen off without further damage as well.
     
  10. mrbell1984

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    I would say iphones + ipads + other gadgets around 600 all together all successful repairs for literally every component.

    It's a crack in the glass, extended warranty doesn't cover that. Accidental damage does though. OP doesn't have accidental warranty cover.

    Repair it for the op then? Do you recon you could save the cost as well?
     
    Last edited: Feb 14, 2020
  11. Vince

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    My point is that screen comes off without nuking the device or breaking into a million pieces. If you have sucessfully repaired 600 devices I dont need to tell you that.
     
  12. mrbell1984

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    That screen won't go back on with a crack like that and as soon as you remove it it's going to need a new screen. That's not a hairline crack that's a corner crack.

    If John Lewis or Apple replace this gadget they doing it out of good will and not what their policies say.

    Apple = 1 year
    JL = 3 year extended which doesn't cover accidental damage.
     
  13. Vince

    Man of Honour

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    Rubbish. You could remove that and put it back in. Repairing something doesnt mean brute forcing it apart causing more damage and then replacing a part.

    Its because its a small corner crack and not anywhere else that i think you take it out without issue.
     
    Last edited: Feb 14, 2020
  14. NeilF

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    I absolutely agree... But how can I prove it was only a small drop... and that the pocy chip wasn't caused by an epic fall the unit handled well? As folks have pointed out the deck is stacked against a sensible/fair outcome for me :(
     
  15. Alpherah

    Sgarrista

    Joined: Jun 24, 2008

    Posts: 7,993

    My advice would be to buy new again tbh.
    £290 vs £349 .. and the replacement only has a
    3 Month warranty.
     
  16. KraniX

    Mobster

    Joined: Mar 23, 2004

    Posts: 2,639

    Location: Leeds

    +£69 for Apple Care inc. accidental damage cover.

    If I was the OP I wouldn't be shelling out for a new tablet, I'd make my girls wait until Xmas minimum, no one needs a tablet.

    And lesson learned for her, I bet she would keep the next one away from her mates.
     
  17. NeilF

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    Have you got a child at a grammar school? Tablets are basically mandatory I'm afraid.
     
  18. NeilF

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    Turned out to be £259. The replacement will have the remaining 18months of warranty.

    And a 128gb iPad for £349?
     
  19. Alpherah

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    Sorry, it’s the 32gb version.

    good that JL will honour the remaining warranty -
    Make sure to register the new serial number with them
     
  20. NeilF

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    Location: Marlow

    it's all going through their Apple dealer so should be ok.