My iPad Pro with the M4 chip stopped charging, although it still displayed the cable icon on the screen. Since it was less than a year old, I sent it in using the repair shipping materials provided by Apple. Apple then said the iPad had accidental damage and was bent, so it was excluded from warranty service. They quoted nearly $995 for the repair. I kept the iPad in excellent condition and don't believe it was bent when I shipped it, so I suspect it may have been damaged during transit or while being handled at the repair facility. Unfortunately, I didn't photograph the device before sending it. Support has told me the decision is final. What can I do to challenge the assessment or pursue a shipping-damage claim?
3 Answers
Ask support for the inspection photos and the repair depot’s written notes. Customers can usually request documentation showing what damage was found and how it supposedly affected the device. Review the photos carefully and ask for the case to be escalated if the condition shown doesn’t match how you packed it.
Ask how severe the bend is and whether the shipping record mentions a damaged box or unusual handling. A minor frame issue might be cosmetic, but a significant bend could be treated as accidental damage. Check the delivery tracking details and keep every photo, email, repair number, and shipping document.
Since Apple supplied the box and shipping label, ask them to open a carrier damage investigation or explain who is responsible for filing the claim. Request a supervisor or warranty escalation rather than accepting a general statement that the case is closed. If they refuse, you can also ask about the formal complaint or consumer-protection process available in your region.
Apple keeps saying the iPad arrived damaged and therefore isn’t covered. Because they arranged the shipment, I’m trying to get them to address the shipping damage instead of charging me for a repair.
They did send me a photo showing a bent iPad, but it wasn’t bent when I shipped it. Without before-shipping photos, it feels like my word against theirs, even though I’m certain it was in good condition.