Has Apple started finding extra damage during repairs that we can't contest?
Asked by
CuriousCat42
I sent in my brand new M4 iPad Pro that I bought just two months ago, along with AppleCare+. The issue was that the top button got stuck and my iPad became unusable. However, I received a notification from Apple saying they found additional damage to the enclosure, which I believe isn't true since it was in perfect condition when I sent it in. Now, they want me to pay $100 for the repair or they won't fix it at all. I'm really frustrated and wondering if I just have to accept this or if there's something I can do about it. Any advice on how to handle this situation?
Answers
This kind of situation is known as a re-quote. You have a couple of options: you can either decline the $100 fee, and they'll send the iPad back as-is, or you can authorize the payment and either get the repair done or receive a replacement iPad. If you decline, you might want to bring it to an Apple Store or an Authorized Service Provider to dispute the damage claim more effectively.
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I recommend contacting a support agent to check if they have any images showing the damage they claim. I've faced similar issues before, and being polite and explaining the situation could help. If the repair document notes no external damage, support might push for a replacement at no cost. Good luck!
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The repair team might have found other damage, which isn't uncommon. However, you can definitely ask for photos to see what they claim is wrong. It might clarify the situation for you.
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Honestly, once the repair center makes a claim, there's not much you can do. They usually have the final say in these cases.
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If you want to avoid the fee, just decline the repair and take it to a store. A Genius Bar manager might be more willing to listen and help you out on the spot.
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