Apple
Queja 271563 Detalles
- Fecha cuando ocurrió 09/03/2013
- Daños Reportados: $700.00
- Ubicacion USA - Singapore - Thailand
- !
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The company or person contact no longer exists
International boundaries
[temporary notes]
- bought iPad1 three years ago in USA
- I live in Thailand
- last year, I damaged the screen internally
- took it to Authorized Service Provider to ask to have it repaired out of warranty
- cannot repair devices (no facilities) - cannot ship device to repair center elsewhere in the world (whether Singapore, China or USA), but can buy a refurbished replacement for $500 (comes with 3-month warranty) and must wait 2 weeks for replacement to be shipped from Singapore
- I decided to buy a new iPad3 instead and deal with the problem later
- I contacted Apple on numerous occasions, different story each time:
1. cannot repair device (which I estimated would only cost $120 to do)
2. a device sold in the USA is considered to be a different part to the same device sold in SE Asia, therefore cannot be replaced outside the USA
3. There is a $250 replacement service if you bring the device to an Apple Store in USA (it cannot be shipped directly to Apple, so find a friend in the USA who will do it)
4. Complaints are not escalated: the support (or customer relations) representative is the most senior person a customer can speak to.
5. Complaints may be submitted to the feedback section of the website, but "no guarantee that anyone will get back to you or that any action will be taken"
6. Contact details of senior members of Apple may not be divulged to customers
- I did eventually get through to a "senior" customer relations rep at Apple Singapore who agreed to accept the device for a replacement and he contacted the ASP in Thailand to authorize it.
- I went back to the same ASP as before and they said: $500 to replace the device for a refurbished one. No, we cannot repair it, and we do not ship it to Apple repair facilities.
- I called the rep who said he had discussed a fee of $330 (the extra $80 to cover the labor that the ASP would incur for processing the replacement)
- I spoke to a few non-authorized repair centers in Singapore, who said they can replace a damaged screen for $120
- orish SBID #338a00c32e
- Publicado 09/03/2013
Comentarios
- orish SBID #af550b7ac6
- Publicado 11/12/2013
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I managed to resolve the problem, but no thanks to Apple. No matter hard I tried, they effectively fobbed me off with the most incredible (but fairly unimaginative) lies about their products, services and policies...
One such story was that the "part" for a US-manufactured iPad is different from an Asian-manufactured iPad, therefore they couldn't repair my (US) iPad in Thailand or Singapore.
They also said that they can't provide genuine "internal" parts to customers because they don't have individual part numbers. One "most senior manager" also explained that only licensed Apple service centers have the equipment to service iPads and so they won't provide parts to customers.
They also won't accept damaged iPads from customers for repair. Neither will they accept iPads that are shipped to Apple headquarters or service centers directly by the customer. If I wanted my iPad repaired (sorry "replaced") in the US then I'd have to arrange for it to be brought in personally by a friend to an Apple Store.
Then it will cost $250 to get a "replacement", but only if there is no damage already. Any dents mean that the iPad cannot be replaced. In this case, they will also not "repair" an existing iPad. The only way to resolve the matter is to buy a new iPad.
Then I went in to a service center in Thailand. A "replacement" iPad 1 (64GB no 3G) is $500. I looked up the new price of an iPad 1 on their website: $500. So no need to give them my damaged iPad.
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- orish SBID #af550b7ac6
- Publicado 11/12/2013
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In the end, I found a factory in China via alibabi.com who would send me an iPad screen/touchpad until combined - about $80 incl. shipping. I asked them if it was a "genuine" Apple and they said no, it's their own product - maybe not as strong as the genuine article, but still pretty good. It's glass after all, so it's fragile. Be careful, they said.
I took the screen to a local computer repair technician. Yes, he repairs broken iPads all the time, he says. They are quite fragile, he says. He has many disgruntled Apple customers who can't get their iPads or iPhones fixed out of warranty (sometimes even in-warranty if there is a cosmetic mark or dent).
By the end of the day, I had a functioning iPad - he charged me $25 for the work. It's not difficult to open up an Ipad he said, just very awkward to put it back together without breaking the seals.
Oh, by the way, he said. Here's the broken Apple screen. It's manufactured by Samsung! Do you still want it?
After all that!! - I realized that I could have saved myself a ton of time and trouble and money if I'd just gone down to the local Samsung service center and asked THEM to repair my iPad for me. They would only have needed to swap in the damaged Samsung screen for a new one. They normally charge a standard fee (for repairing/replacing Samsung tablet or notebook screens) of around $100.
And now I know why Apple is so cagey about their products. They're not really "Apple" components inside at all. :o
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