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Hudgi19 Author

Level 1

5 points

Shattered New Ipad Air

How do I send a complaint to Apple about their lack of customer service in the Apple store and online pertaining to store complaints? I purchased an Apple Air Ipad today and after being at home for a couple of hours, the screen shattered for NO reason. The store manager was extremely rude/unhelpful and refused to help me. He actually said that although I didn't believe I did anything to cause the Ipad to shatter, he knew that I did and that Apple never has defective products. The online customer service said they would replace it and sent me to Apple Cares. After 1.5 hours with Apple Cares, they referred me back to the store manager. Online customer support says they do not handle store issues. Who at Apple supervises the store managers? This is horrible customer service! I am so disappointed in Apple! Beyond the store encounter with the manager, I have spent over 2.5 hours on the phone trying to get someone to help me!

Posted on Aug 19, 2021 5:07 PM

Top-ranking reply

MichelPM

Level 10

81,272 points

Posted on Aug 20, 2021 2:10 PM

The free, one-year, limited AppleCare warranty ONLY covers manufacturing defects and NOT ANY incidental or accidental damages, like screen cracks, by the user.

Unless, you had purchased two-year+, AppleCare+ warranty plan, which covers ANY user incidental/accidental damages, by the user, proving screen cracking is a manufacturing defect and NOT caused by some user abuse or accidental/incidental damages is extremely hard to prove.

Screens can crack for any reason and can be caused by the user, by over some user usage habits, over time, before screen cracking becomes evident or, eventually, manifests itself.

If NO paid AppleCare+ warranty, iPad replacement will be very expensive at, approximately, 60% of that iPad's original price.

Sorry, but other than purchasing another iPad, there is really nothing more to be done.

Next time, when purchasing a very expensive iPad model, spend the extra to purchase the paid, extended AppleCare+ warranty plan at the time of purchase or within 60 days of purchase.

Also, purchase a good, protective case for an expensive iPad model.

Sorry.

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Shattered New Ipad Air

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