Claimed damage on iPad trade in

You will be given the option to have the device sent back to you, so do that and take the iPad to the Apple Store for an instant on the spot trade in value. This eliminates the subjective assessment that may result in the unexpected downgrade of value. Of course I would clean the screen first as the condition matters just like you were trading in a car.

The type of screen damage to which you refer is not external to the iPad - and therefore will not have been prevented by the OtterBox Defender case. Similarly, a screen protector is designed to prevent damage to the outer surface of the screen by abrasion or minor impact.

Display burn-in is usually caused by display of a static image for an extended period. Other defects to which you refer are commonly due to partial delamination of the screen's internal backlight diffuser layer, resulting in uneven illumination of the screen. Screen defects of this nature can only be resolved through replacement of the complete screen assembly.

As the screen is the single most expensive component of your iPad, the cost of its replacement will likely exceed the trade-in value - and, as a consequence, the initial estimated trade-in value was reduced to zero upon assessment by Apple's trade-in partner.

Many customers choose to trade-in in-store instead of returning the iPad by mail or courier. When trade-in occurs in-store, the iPad is immediately assessed and the value determined - removing any uncertainty as to potential occurrence of transit damage.

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Product Feedback - Apple