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

[amdhunter]

Updated: Got the new iPad this morning and played with it all day at work and took it home. Loaded a few apps on the thing and YaY - not one single freeze. ^_^

Even the menu's are moving side to side faster! I was initially worried that I'd get some scratched up, dead pixelled, fingerprinted up refurb, but this thing is flawless.

I am finally happy after more than a month of going back and forth with them. (Originally purchased May 1st.) Now I can check all the other iPad threads here and not worry about anything.

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Short story.

Bought an iPad about 3 weeks ago.

It freezes all the time playing video. Tried to exchange it, but it's never in stock at the Apple stores.

Sent it back 3 times already - 3 times they send the same iPad back.

Sent it back again yesterday after speaking to a "senior tech support" person, and they are sending the same unit back again.

WTF. I am out of ideas. Apple is refusing to do an advanced exchange with me also, saying it is unavailable to me [but has no explanation why.]

Anyone has any ideas?

This is the issue I am having - http://discussions.apple.com/thread.jspa?threadID=2388446&tstart=0

 

[TheStu]

Any chance you are near an Apple Store? Take it in there, talk to the manager, I mean at this point, if you have had the same problem 3 times, doesn't something like a lemon law cover this?

 

[amdhunter]

Any chance you are near an Apple Store? Take it in there, talk to the manager, I mean at this point, if you have had the same problem 3 times, doesn't something like a lemon law cover this?

I tried returning it the first time it froze up. They had none in stock and I left.

I called a few days later to check stock and told them I'd rather get a refund than wait anymore -- they threatened me with a 10% restocking fee. That pissed me off big time and I decided to go through Applecare.

Each and EVERY time I got the iPad back, I've called the 5th avenue store here in NY and no stock. Each and EVERY time the Applecare techs on the phone promised a replacement.

I keep getting the same damned iPad back each time though. I haven't used it once since I bought it. What a waste of $500.

I am going to contact the BBB and a local News Station for help. I'll see where this goes. I am thinking about emailing the Consumerist also at this point. I have everything documented so far. :\

 

[ChAoTiCpInOy]

How do you know you're getting the same iPad back?

 

[mmntech]

How do you know you're getting the same iPad back?

Serial number.

I don't know what Apple's return policy is but you should have just asked for your money back.

 

[amdhunter]

Serial number.

I don't know what Apple's return policy is but you should have just asked for your money back.

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.

 

[MJinZ]

Why don't you just sell it? If it's still like new...

 

[amdhunter]

Why don't you just sell it? If it's still like new...

Because it freezes constantly. I don't want to sell someone something that is defective. It will freeze within 5 minutes of watching anything on Youtube.

 

[TheStu]

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.

So, you said that you couldn't get it to work right, returned it, got the same one back. You then said that you haven't used it since you bought it.

Have you confirmed that the replacements have the same problem?
Is it freezing on all videos?
Have you tried an Apple supplied video (There are always free TV shows on iTunes)?

Assuming that you have done all these things, (and they didn't threaten you with a 10% restocking fee, to the best of my knowledge, that is their standard policy, and have done so for years.) have you talked to the manager at the store? Not called to see if they have iPads in stock, but actually gone down, talked to the manager, laid down the problem, explained all that has happened thus far, and seen what happens there?

It is entirely possible that they are taking your iPad, popping the screen out, and then replacing the guts.

If you really think that it has reached that point, The Consumerist, the BBB, those are good outlets. Local media... eh?

 

[MJinZ]

Ummm I thought a defect means no restocking fee? I returned a first generation White Macbook that way that had a kernal panicky WiFi stack. I did this at the Manhattan Store too (not the main fifth ave one though, the one in SoHo)

 

[accguy9009]

File out this form and file a complaint. When they contact Apple with the facts you have stated here Apple should be falling all over themselves to give you an exchange.


http://www.ag.ny.gov/resource_center/complaints/pdfs/ip_complaint.pdf

 

[amdhunter]

So, you said that you couldn't get it to work right, returned it, got the same one back. You then said that you haven't used it since you bought it.

Have you confirmed that the replacements have the same problem?
Is it freezing on all videos?
Have you tried an Apple supplied video (There are always free TV shows on iTunes)?

Nope. They are sending the EXACT same iPad each time. The same exact email I've gotten each time reads as follows.

Our technicians have performed full diagnostic checks on your IPAD and have been unable to reproduce the symptom(s) you reported when you requested the repair. As a result of our tests, we can confirm that your product meets Apple specifications for performance, usability, and functionality.

As a part of our assessment and test procedures, your product has had the latest software and firmware updates installed. It is now being returned to you, and you should expect to receive it within two business days along with a letter that provides details about our assessment as well as useful troubleshooting tips.

Yes - I've confirmed it each time. Even sent it to them charged at 100%, FROZEN in the box. I am sure it was still charged by the time it got there. It still freezes non-stop and I put it back in the box and call them up again.

I also don't get how they are flashing the firmware EACH and every time. It makes me think that they aren't doing anything but resetting the thing and sending it back.

Also, as far as speaking to a manager at an Apple store - I don't get the point of complaining when there are no brown box, or retail boxes in stock. It would be a waste of mine, and the managers time to do so. It's not like they'd be able to replace it.

 

[aphex]

Its def. a reach, but fire off an email to sjobs@apple.com

My buddy got an answer once after receiving horrid service from Apple, worth a shot.

 

[amdhunter]

Its def. a reach, but fire off an email to sjobs@apple.com

My buddy got an answer once after receiving horrid service from Apple, worth a shot.

I thought about that option also. I am waiting to receive my iPad back this Tuesday before I start firing off emails. I already have a very convincing writeup in a Word document that has everything detailed.

 

[SandEagle]

happens on any youtube vids over 6 minutes? can u link to one so i can test mine?

 

[amdhunter]

happens on any youtube vids over 6 minutes? can u link to one so i can test mine?

Just watch any video on youtube. The first time mines froze is when I was watching one of my own videos here: http://www.youtube.com/watch?v=yActmb7bbTQ

It really doesn't matter what video. I initially thought it was overheating, but I can play 3D games on it for hours. It's just when I watch video. It's so damned frustrating.

 

[episodic]

Did you buy it on a credit card that would intervene for you? (not all cards will)

 

[amdhunter]

Did you buy it on a credit card that would intervene for you? (not all cards will)

Nope. Paid with my Chase debit card. I try not to use my CC for things I can't "afford." (Which means I can "afford.")

 

[SandEagle]

Just watch any video on youtube. The first time mines froze is when I was watching one of my own videos here: http://www.youtube.com/watch?v=yActmb7bbTQ

It really doesn't matter what video. I initially thought it was overheating, but I can play 3D games on it for hours. It's just when I watch video. It's so damned frustrating.

well, i just watched the 1st episode of the zelda cartoon (lol) from the youtube app. no issues. i have the wifi problem on mine. fvck u apple. i spent over 8 bills on this and i expect flawless service.

 

[amdhunter]

well, i just watched the 1st episode of the zelda cartoon (lol) from the youtube app. no issues. i have the wifi problem on mine. fvck u apple. i spent over 8 bills on this and i expect flawless service.

Had the wi-fi issue on mines as well. I was going to try disabling all security on my router and using mac filtering instead. Never got the chance to try it though. :\

 

[TheStu]

Nope. They are sending the EXACT same iPad each time. The same exact email I've gotten each time reads as follows.



Yes - I've confirmed it each time. Even sent it to them charged at 100%, FROZEN in the box. I am sure it was still charged by the time it got there. It still freezes non-stop and I put it back in the box and call them up again.

I also don't get how they are flashing the firmware EACH and every time. It makes me think that they aren't doing anything but resetting the thing and sending it back.

Also, as far as speaking to a manager at an Apple store - I don't get the point of complaining when there are no brown box, or retail boxes in stock. It would be a waste of mine, and the managers time to do so. It's not like they'd be able to replace it.

If they have no stock, no they can't replace it. But you might be able to get him to waive the restocking fee. When I worked customer service, we could almost always do stuff like that if it was under a certain dollar value, or if we got manager approval. In this case, you go straight to the manager.

Do you have other Apple products? No idea how much they care (they are a corporation after all, they care about money), but telling them that you have A, B, C and D, all from Apple, they might cut you some slack.

I feel for you, i really do. I have had good luck with my apple products, and have had good luck with their customer service, it sucks that this isn't playing out well for you.

 

[SandEagle]

Had the wi-fi issue on mines as well. I was going to try disabling all security on my router and using mac filtering instead. Never got the chance to try it though. :\

try this, seems to be working so far for the wifi issue:

settings> general> reset> reset network settings

 

[amdhunter]

If they have no stock, no they can't replace it. But you might be able to get him to waive the restocking fee. When I worked customer service, we could almost always do stuff like that if it was under a certain dollar value, or if we got manager approval. In this case, you go straight to the manager.

Do you have other Apple products? No idea how much they care (they are a corporation after all, they care about money), but telling them that you have A, B, C and D, all from Apple, they might cut you some slack.

I feel for you, i really do. I have had good luck with my apple products, and have had good luck with their customer service, it sucks that this isn't playing out well for you.

I'll have to give it a shot when I get it back. Honestly though, I don't care to get the money back -- I just really want a working iPad. I really enjoyed having it for the 1 day that I actually got to use it.

 

[Crono]

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.

 

[Emulex]

my safari crashes on izismile.com pic dumps almost always. just not enough ram.

make sure you spirit jb