Updated 6/10/10: Having a really bad experience with Applecare/iPad.

[amdhunter]

amdhunter, I am fairly certain the video issue is software based. My iPad used to freeze on Netflix videos (randomly, sometime frequently soemtiems after a while, locking up the whole iPad and requiring home+power button) until the recent Netflix update. Hasn't frozen once since then.

Apple might release a firmware update that addresses other apps/default video player.

I haven't used the Netflix app much. It freezes on regular video links I click on web pages or Youtube videos. And it always happens within a few minutes of using the device. It really is discouraging.

 

[accguy9009]

I did. They wanted a 10% restocking fee. I like having an iPad and didn't want to lose $50. I am kind of really pissed that I can't return it at all now though.

I would be seriously pissed off if any organization wanted me to pay a restocking fee for the exchange of a defective product. I do believe that if it were not for the limited availability the store in NYC would have already swapped it for you without a fee. You need to ask the store manager who his supervisor is and get the contact #. Tell them you are filing a complaint with the AG's office. That carries a lot more weight than a complaint to the BBB. In the proper way, of course, raise a big stink. You paid good $ for this product and you deserve a working unit. When you complain up the line these things always have to be addressed at the store level, this applies for any retailer. Contact the corporate office and register a formal complaint.

 

[KeithP]

I would hang around outside the Apple store, demonstrating to anyone that is going in that your iPad has this problem and Apple can't/won't fix it. Be sure to mention the restocking fee they wanted to charge you for returning it.

You may also want to print out that thread you linked to showing others have the same problem.

Hopefully, it won't be long before people, and store management, takes notice and your problem gets resolved.

-KeithP

 

[amdhunter]

Got on the phone with them again today. Still freezes, and the support person acknowledged that a few iPads have exhibited "display issues."

They initially offered to an advanced replacement again, but midway the tech support person said it was impossible for my account and forwarded me to a "senior support technician" again.

It's going back for the 5th time. Each time they email me a box, it's been sent via FEDEX Overnight delivery. I wonder how much they've spent so far in shipping costs. What a waste of time and money for both them and myself. :/

If I get it returned again, I'll probably end up selling it at a huge loss. I am really pissed now and don't even want the device anymore.

 

[accguy9009]

Got on the phone with them again today. Still freezes, and the support person acknowledged that a few iPads have exhibited "display issues."

They initially offered to an advanced replacement again, but midway the tech support person said it was impossible for my account and forwarded me to a "senior support technician" again.

It's going back for the 5th time. Each time they email me a box, it's been sent via FEDEX Overnight delivery. I wonder how much they've spent so far in shipping costs. What a waste of time and money for both them and myself. :/

If I get it returned again, I'll probably end up selling it at a huge loss. I am really pissed now and don't even want the device anymore.

Then they win. Stay the course, get a working unit and then sell it if that is your decision.

How high up the food chain have you complained? Who is the senior support techs supervisor? Who does the supervisor report to? Have you filed a complaint with your AG's office? Once a company gets a complaint from an AG's office they generally fall all over them selves to fix the problem. Don't back down. I know it is a PITA but don't be bullied. It's most likely less hassle for you to file the AG complaint then what you have been going thru over the phone. Here is the right form ( I think ) for your state. Good luck whatever you decide.

http://www.ag.ny.gov/resource_center..._complaint.pdf

 

[amdhunter]

Then they win. Stay the course, get a working unit and then sell it if that is your decision.

How high up the food chain have you complained? Who is the senior support techs supervisor? Who does the supervisor report to? Have you filed a complaint with your AG's office? Once a company gets a complaint from an AG's office they generally fall all over them selves to fix the problem. Don't back down. I know it is a PITA but don't be bullied. It's most likely less hassle for you to file the AG complaint then what you have been going thru over the phone. Here is the right form ( I think ) for your state. Good luck whatever you decide.

http://www.ag.ny.gov/resource_center..._complaint.pdf

Thanks, I have a document prepared for a complaint to various companies, and I think this time around I'll have to bite the bullet. I included a note with the device this time with EVERY repair ID I've gotten from Apple - and with a message to check the tech support notes, and the steps to reproduce the problem.

Hopefully someone there will read it and not just send it back.

 

[SandEagle]

start forwarding your sob story to gizmodo, engadget, macrumors, techcrunch, msnbc, cnn, etc. let it be known that indians don't take shit from apples

 

[amdhunter]

start forwarding your sob story to gizmodo, engadget, macrumors, techcrunch, msnbc, cnn, etc. let it be known that indians don't take shit from apples

lol, I doubt they'd care.

 

[SandEagle]

:hmm:

lol, I doubt they'd care.

trust me. they love anything Apple related. They know a lot of folks have the wifi issue and now this is going on for quite a few folks. Tell them they'll be first to 'break the news'.

 

[Ns1]

dude, skip all that shit and send it straight to consumerist

 

[Qbah]

Can't you go into an Apple Store, show them the issue personally and also tell them you tried AppleCare but they always send the same unit back not finding the fault? I'm sure they will be able to do something about it.

 

[speg]

If you keep getting the same unit back, you blew it.

 

[alkemyst]

are you going to add to this it's because you are black?

Seriously...you have nothing but issues in any post you make and on the flipside then brag about it in others.

Are you just trollin'?

No, but you are.
Admin allisolm

 

[accguy9009]

are you going to add to this it's because you are black?

Seriously...you have nothing but issues in any post you make and on the flipside then brag about it in others.

Are you just trollin'?

alkemyst, why bring pigmentation to this thread? Is that necessary? I for one find it offensive.

 

[alkemyst]

alkemyst, why bring pigmentation to this thread? Is that necessary? I for one find it offensive.

Have you read any of his other threads, noticed his avatar, or his sig?

 

[intogamer]

There's a lag for me when pausing/playing videos on vimeo. I don't think the software is ready yet. Again, Apple will release iPhone OS 4.0 4th Quarter.

Apps and Safari do crash sometimes when I utilize music controls for Pandora.

 

[accguy9009]

Have you read any of his other threads, noticed his avatar, or his sig?

I have seen his avatar and his sig. I still feel what you posted was inappropriate.

 

[amdhunter]

are you going to add to this it's because you are black?

Seriously...you have nothing but issues in any post you make and on the flipside then brag about it in others.

Are you just trollin'?

I only troll in OT. I have never (or rarely) trolled in any other forum.
Also, not sure if this will convince you that I am not trolling but here are all my Apple repair IDs in my gmail.

edit: turns out you can get my serial number from my info.

 

[amdhunter]

There's a lag for me when pausing/playing videos on vimeo. I don't think the software is ready yet. Again, Apple will release iPhone OS 4.0 4th Quarter.

Apps and Safari do crash sometimes when I utilize music controls for Pandora.

That's the thing. EVERYTHING else works perfect. I can play 3D games for hours. But if I play any video longer than a minute -- frozen.

 

[alkemyst]

I have seen his avatar and his sig. I still feel what you posted was inappropriate.

*sigh*, why not let people fight their own battles. He has gone on record in a post that Apple had it out for him because of his skin color.

Obviously that may have been just a troll by him and this legitimate...I have not known anyone to have nothing but a quick and good experience with AppleCare unless it was user error or neglect.

The iPad is a bleeding edge tech item...these are the kinds of hiccups that go with that.

 

[amdhunter]

*sigh*, why not let people fight their own battles. He has gone on record in a post that Apple had it out for him because of his skin color.

Obviously that may have been just a troll by him and this legitimate...I have not known anyone to have nothing but a quick and good experience with AppleCare unless it was user error or neglect.

The iPad is a bleeding edge tech item...these are the kinds of hiccups that go with that.

Yeah, I said that in OT. I have no real complaints with the guys from Applecare. They have been nothing but absolutely nice to me over the phone. I'd go to an Apple store, but I ALWAYS call ahead to see if they have any iPads in stock. Every time I called, they had no retail or "brown box" iPads in stock, so I went with the mail-in again.

Sure it's a pain in the ass, but I am sure they'll come through eventually.

Also, as for user error or neglect -- I tried to return it Day 1 - less than 10 hours later. (Yay for 24 hour Apple store.)
I am not the only one with this issue, so it can't be user error either.

EDIT AGAIN: Friends iPad has no issues at all, so I am sure mines is defective. If I receive the iPad again, I'll record it on video and you guys can decide.

 

[accguy9009]

*sigh*, why not let people fight their own battles. He has gone on record in a post that Apple had it out for him because of his skin color.

Obviously that may have been just a troll by him and this legitimate...I have not known anyone to have nothing but a quick and good experience with AppleCare unless it was user error or neglect.

The iPad is a bleeding edge tech item...these are the kinds of hiccups that go with that.

As an Apple reseller I have had many, many good experiences with the Apple Care folks. Too many to list here.I sell a lot of Apple Care and that is the only coverage I sell on Apple gear and I do have other coverage I can offer on Apple stuff but I never have. It helps the reseller a lot because our team can't possibly provide the same level of tech support over the phone, nor do we want to. Apple Care includes telephone tech support. That having been said I have had a number of complaints come back to me over the years where customers have told me that the Apple Care folks have told them that they must bring the Mac Pro and iMac in for service, that onsite coverage is not included. A few years back one of my customers that ordered a CTO Mac Pro from me with Apple Care, came in and said he was told over the phone he had to bring it in, they refused to send out a tech. The guy had just got home from the hospital after having major surgery. He still had stitches, a lot of em, on his abdomen.
The Mac Pro is pretty heavy, at least for him.

He came into my shop to tell me this rather than calling me. We sat down and I called Apple Care and I said I was him. I talked to three different techs who insisted it had to be brought in. I begged them to look it up. I had an Apple Care box in my hand for a MAC PRO and read it to each of the techs. I pleaded with them to look it up, they all refused. Both the end user and myself wasted a lot of time for no good reason. Finally I got a supervisor who actually knew that Apple Care on a Mac Pro included on site service. He apologized and we got the ticket to go out and fix it. Why would they do this you ask? There is a big difference in how much they pay the shop when a tech has to go out vs in shop service. A funny side note during the whole call was every tech I talked to on this matter kept asking about the customers iPod(s) or lack of them. His family owned no iPods. I had also sold this guy at least two MBP'S from the CTO and one IMAC. But no iPods were registered. So I toyed with them for a minute or two telling them we used our iPods with Linux and bought our content from Amazon. They were pissed about the Linux thing believe me. But I do agree for the most part Apple Care does a good job.

The thing with the iPad is stock is very thin at the stores. They don't want to take a unit they could sell and instead have to swap one out. The stores have to meet sales goals everyday. That is just the reality. If they had inventory I believe it would have been swapped out earlier as I said in an earlier post in this thread. They actually said they would swap it, according to the OP, but they wanted a restocking fee. They shouldn't do that for a defective unit during the return policy period.

 

[Emulex]

just saying. make sure your unit is DEAD dead dead dead as a doornail. there will be no repairing it. figure it out. You wasted your time (and apple). Could have made it real simple for both parties.

 

[amdhunter]

just saying. make sure your unit is DEAD dead dead dead as a doornail. there will be no repairing it. figure it out. You wasted your time (and apple). Could have made it real simple for both parties.

Why take the chance on them blaming me for damage? It's a $500+ item, not a $50 dollar mp3 player or something.

 

[alkemyst]

just saying. make sure your unit is DEAD dead dead dead as a doornail. there will be no repairing it. figure it out. You wasted your time (and apple). Could have made it real simple for both parties.

yay! fraud....