Fecking Apple Service Department! (Rant)

[Gazjam]

Battery on my 2018 Ipad Pro 12.9 has died,
It wasn't charging past 1% then eventually wasn't powering up at all.

Booked appointment at Apple Glasgow to get someone to look at it.
Apple charge £99 for battery repair, basically you get a different Ipad replacement.
Cool,
Or so I thought...

Guy in Store wanted to run diagnostics on it, but just as I told him it's not powering on as the battery had failed.
His response:

As I can't diagnose the fault, we cant or sure say its the battery, so we can't replace the device under the £99 battery repair option.
Says I: "but you can plainly see its not powering up, battery is gone. And it wasn't charging past 1% before it failed all together."

Sorry Sir, nothing we can do.
You do have the option of our Ipad replacement program though?

It'll cost a bit more than £99 though - £586 :eek::steam:

Paid over a grand for it 2 and a half years ago, battery goes kaput and they won't deal with the ipad not powering up as...it won't switch on and they can't verify the battery has failed.
Now I'm expected to pay half of that cost again??

It's not powering on FFS, there's your diagnosis!

Was fuming at the time, should have spoke to the Manager at the time but was livid.

Will be emailing Apple Customer Services, something isn't right with this.

[Gazjam]

What's your thoughts on this guys?

Thanks. :)

[struth]

pretty typical. but if you push them, i think they might give. they can surely have engineers who can test a battery that is switched off. if not, why not.
i still have my old ipad but tbh dont use it much. i moved off of iphones as it was a joyride to hell

[brian2957]

Poor service all round mate. I thought Apple was better than this, although I tend to stay well away from them because I just don't like the company full stop :steam:

[walpurgis]

If it's out of warranty, you could try a replacement battery off ebay. Shouldn't be too pricey.

[Edward]

Surprised the iPad does not power on simply with the charger attached. What were Apple thinking? (scrub that question, I just answered it). You did try a different charger?

Have you thought of replacing the battery yourself? Lots of instructional videos on youtube. Alternatively get a non apple repair centre to replace the battery.

But first off I would suggest you write to the apple centre's manager and if no luck keep going up the chain (including the @AppleSupport channel on twitter).

[Firebottle]

Absolute shit Gaz.
A bit like the hidden small print in insurance contracts.

Suggestion: This is probably what I would attempt, assuming you can open it up to get to the battery.

Most 'dead' batteries will accept some charge if you can get directly to the battery connections. I often blat them with a large current flow, if only for a short time I have had no untoward issues. This might give enough retained charge that the numpty Apple tech can diagnose it.

[Lawrence001]

My laptop at work wouldn't turn on once. Tech had a more powerful charger they use when the battery dies to get it back on again. I think they left it plugged in for about an hour. Have you got anything that might do the job?

[rmcin626]

I would be going back to Apple, as an Apple user not had any issues to date with batteries though. i would also pm Rob (Filterlab) as he is a bit of an Apple expert

[Macca]

piss poor service but not surprising. Put some pressure on them and they'll crack but you shouldn't have to do that.

I know loads of people who have iPhones (who doesn't I suppose) and they are all always having some problem or other, and they cost a bomb.

IMO the last good thing Apple did was the IIE. I always wanted one of those.

[The Black Adder]

Shocking service, Gaz.

I don't use Apple, never have but I hope you get it sorted very soon.

[mikeyb]

I've just had exactly the same issue with my iPad Pro, contacted Apple via online chat on the 24th, they quoted £106.44 (includes postage both ways) for the battery fault. A box arrived from them on Friday 25th , I sent it back via UPS on Monday 28th and I received a brand new iPad Pro on the Thursday 1st July.

Basically 4 days to Ireland and back to me.

Superb service.

My advice, get onto Apple online chat and arrange it that way.

[BilliumB]

I'd certainly try a more powerful charger - have managed to revive other kit with 'dead' batteries in this way. You’ll probably need to leave the charger connected for some long time.

Good luck! Cheers. Bill

[robpark9]

You should watch Louis Rossman on YouTube he is expert on all Apple issues and totally against there use of non replaceable after market parts due to software issues and is fighting for right to repair very interesting stuff he might help too advised me on Mac mini that was unrepairable


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[Ali Tait]

Try Mike’s advice mate, if that doesn’t work there is a thread on PFM about this, consensus seems to be that under your statutory rights repairs must be carried out up to six (I think) years of age. More than one person quoted this in the shop and repairs were carried out with no protest.

[AJSki2fly]

Battery on my 2018 Ipad Pro 12.9 has died,
It wasn't charging past 1% then eventually wasn't powering up at all.

Booked appointment at Apple Glasgow to get someone to look at it.
Apple charge £99 for battery repair, basically you get a different Ipad replacement.
Cool,
Or so I thought...

Guy in Store wanted to run diagnostics on it, but just as I told him it's not powering on as the battery had failed.
His response:

As I can't diagnose the fault, we cant or sure say its the battery, so we can't replace the device under the £99 battery repair option.
Says I: "but you can plainly see its not powering up, battery is gone. And it wasn't charging past 1% before it failed all together."

Sorry Sir, nothing we can do.
You do have the option of our Ipad replacement program though?

It'll cost a bit more than £99 though - £586 :eek::steam:

Paid over a grand for it 2 and a half years ago, battery goes kaput and they won't deal with the ipad not powering up as...it won't switch on and they can't verify the battery has failed.
Now I'm expected to pay half of that cost again??

It's not powering on FFS, there's your diagnosis!

Was fuming at the time, should have spoke to the Manager at the time but was livid.

Will be emailing Apple Customer Services, something isn't right with this.

Gary, as an ex Apple techie, this is what the support guy should have done!

Firstly inspected the charging port fo and signs of damage or corrosion, he should have done so by visually inspecting it with an otoscope. If there were no signs of damage/corrosion he should have then followed the hardware power on guidelines they are issued with.

Put it on charge with known good iPad charger, and known good cable and leave for at least 15 mins and see if it rebooted.

The iPad should eventually power up even with a very small amount of charge in the battery.

If this failed he should have followed the hard reset procedure to tried and force it to reboot, this would have reset the iPad and you would then have had to restore it from the last backup, which I hope you have on iCloud.

iPhone and iPad batteries do have reasonably long life usually at least 4 to 5 years with average usage. If it has had a very hard life and been charged from flat every day all its life then 3 years may do it.

By the way I am assuming that you are trying to charge it with the iPad charger that came with and not an iPhone charger, an iPhone charger will NOT charge it, it is too low wattage.

I hope this helps.

[Roy S]

Sounds like you got the wrong 'genius'.




I know loads of people who have iPhones (who doesn't I suppose) and they are all always having some problem or other, and they cost a bomb.



My experience is quite the opposite. I'm on my third iphone, this being the first one I bought brand new, and have never had a problem. I paid £200 for the 6 I had before the one I've got now, used it for a couple of years then got a £200 trade in against my current XR. I'm particularly happy with the camera & on board editing facilities.

[spendorman]

You may have something in Consumer Rights Act 2015

I'm no expert, but it may be worth looking it up.

[mikeyb]

I've said it already....

Contact Apple support online and it'll be back in repaired /swapped in under a week

[emoji6]