My iPad Pro M4 stopped charging, although it still displays the cable icon, so I sent it to Apple for warranty service while it was less than a year old. Apple inspected it and said the device had accidental damage and was bent, so they refused warranty repair and quoted me $995 for the repair. I had kept the iPad in excellent condition and it wasn't 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 take photos of the iPad before sending it, which makes this difficult to prove. Apple arranged the shipping box and label, but support says their investigation found that it arrived damaged and there's nothing more they can do. Has anyone dealt with a similar situation, and what steps should I take next?
2 Answers
Because Apple supplied the box and shipping label, ask them to open or explain the carrier-damage claim process rather than treating it as customer-caused damage. Keep the repair estimate, tracking details, inspection photos, emails, and notes from every support call. If Apple won’t reconsider, you can also pursue a formal written complaint or a consumer-protection claim, depending on where you live.
Find out how severe the bend is and ask Apple whether the shipping package was documented as damaged on arrival. A minor issue with the box might not have been enough to bend the tablet, but obvious crushing or impact marks could support a transit-damage claim. Request that the case be escalated and ask for the evidence behind their decision in writing.
Apple keeps saying their investigation found that the iPad arrived damaged, so they won’t repair it under warranty. They arranged the shipment themselves, but so far they haven’t offered a clear way to challenge the finding.