My 2025 iPad Air stopped recognizing every charger I tried. An Apple Store technician ran a full diagnostic and said the likely problem is with the logic board, meaning the device may need to be replaced. They also determined that the issue wasn't caused by physical damage or anything I did.
The problem happened only about three weeks after the one-year warranty expired, so I'm hoping Apple might approve a goodwill repair or replacement. I first spoke with a senior advisor who reviewed the store's notes and promised to call or email me within two days with a decision. That deadline passed, so I called again and reached another advisor who claimed he couldn't see any of the case information and wanted me to start the process over.
I called again and finally reached a third senior advisor who could see the case, said he would take ownership of it, and promised to contact me that day or within two days. It has now been another three days without an update. I'm worried about continuing to call because the advisor made a comment about how often I've contacted support, but school starts in less than a month and I'm relying on this iPad as my laptop. What's the best way to follow up without hurting my chances of getting the repair approved?
3 Answers
Unfortunately, there may not be much else to do besides continue following up. Ask for the existing case to be escalated instead of opening a new one, mention the missed callback dates, and request a firm update or decision. Calling again shouldn’t hurt your case as long as you’re simply asking them to honor the follow-up they promised.
This should qualify for an out-of-warranty exception. Some repair-justification policies allow consideration when the device is only a few weeks beyond the warranty, especially when the store documented that there’s no accidental or physical damage. Call support again and ask them to locate the case owner or escalate it back to a senior support tier. They should also be able to issue a customer-service case code so the store’s diagnosis and the previous notes stay attached to the case.
If the store documented that this is a device defect and found no physical damage, a senior advisor can usually ask a manager to approve coverage as an exception. The normal window may be fairly limited, but managers can sometimes approve a repair or replacement when the facts are well documented. Keep following up, explain that the promised callback was missed, and ask for the case to be reviewed by a manager rather than restarting the entire process.
The store already examined it closely, ran the diagnostics several times, and confirmed it wasn’t caused by me. I just don’t want to overdo the calls while the decision is still pending.
I’m hesitant to keep calling because the third advisor made a comment about how many times I’ve contacted them. I’m worried that being persistent could somehow make them reject the request.