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Comments
Sure, but it isn't being a dick demanding that something rather expensive works.
If I was able at this time, I'd have gone to the nearest Apple Store, which is around a three hour journey, and been most insistent.
I'm not happy getting repairs on new hardware purchases. If it's something that has prematurely worn out, or breakage under warranty fair enough - but if a brand new device has been sent out with a fault, even if that's fixed there could be other issues with it. Hopefully you'll get a new replacement.
Indeed. I've noted serial numbers, to check this just in case. I don't get why Apple didn't just take my word and get this sorted, as dozens of smaller companies would have. There are times when standard protocol can be bypassed. So far, over a thousand people have viewed this thread. A thousand people who I would love to have told of fantastic service. Surely better publicity.
It will (hopefully) be interesting to see/hear if the speakers are any better, too. Only now, using this Air 2, does it dawn on me how far I had to crank the Pro up to get the same level. Missed it before, due to headphone use.
Well I hope they sort it, they're not cheap after all.
Sports Direct haven't quibbled the return of Monzo Jnr's squashed bike, so just waiting for them to cough up a refund.
Good luck with that, Monzo.
BTW, when Mrs Zen got home, I discovered that Apple will apparently not be sending me anything directly. Instead, I am supposed to track the progress of the case and then collect whatever is returned from where it was dropped off. Madness.
OP
I will not disrespect or devalue your experience by even comparing my own.
Instead I wish to say I am sorry you had to go through this.
I hope all works out.
Thank you, RustK. As always your contribution is well considered.
@Zen210507, hoping that you make a full recovery and someone at Apple realizes what the right thing to do is and gets it done for you.
Thanks, supanorton. We can but hope.
UPDATE
Well, I got my iPad back. But not as expected.
Firstly, we were told it would be returned to the drop off point, from where we would be expected to pick it up. Instead it arrived at our home. No warning. No e-mail. Bugger all from 'Everett' who was 'taking ownership' of my case, yet couldn't be bothered to return e-mails.
Anyway, according to Apple -
**"Our technicians performed complete diagnostic tests on your product. They confirmed that it now meets Apple specifications for performance, usability and functionality.
The symptoms you mentioned might have been caused by incompatible software. For example, you might be using a version of iTunes on your computer that is older than or incompatible with your device. We're returning the product to you now. There is no cost for our diagnostic test.
We recommend you proceed as follows:
1.Set up the device as new, this allows you to test the product without your additional apps.
We are here to help.
**
With reference to the first paragraph, I would've liked to know what specs the iPad did not meet, before now.
The second paragraph is not applicable. I'd already explained that I restored from an Air 2 backup, using the latest iTunes available at the time, from my Mac. Unless, what they are actually saying is that the latest iTunes anyone could get back then was not fully compatible with their flagship product when first released?
As for the recommendations. I feel I should not be obliged to waste my time testing anything. As a top end product the iPad should 'just work.'
So far, after restoring from backup made using yet another iTunes (updated from one used to back up my Air 2) the device has not fallen over. Not yet.
I would have been far happier had they erred on the side of caution, and replaced it with a fresh model. But I suppose that is Apple, these days. They've done what they were legally obliged to do, and no more. This is not worth paying a premium price for.
So, aside from Apps, I am now an ex-Apple customer.
I don't blame you - it was a new (expensive) bit of hardware and shouldn't have needed any kind of repair at this stage in it's life. Hopefully in this case it's fixed the issues, though they're obviously providing the bare minimum of support they can get away with.
I've had two duff Apple products - the overheating (bashed about by courier) Macbook Pro, and a 5k res iMac which had a graphics card issue (basically the clock started spinning when I tried to open a .pdf, making it useless for my needs). Both times their support told me to reinstall and generally muck about, and I tried everything they suggested, but nothing worked so they offered the repair/replacement/refund options. I went for the full refund both times. After a product refresh I bought another Macbook Pro, and that one hasn't had any of the issues of the first, and still going strong five years later. Due to personal finances and a whopping £500 price increase I've parked the iMac idea for now.
I guess the lesson I've learned from my own, and reading your experiences, is to thoroughly test any new purchase in the first week - throw everything you can at it and if any issues appear go straight for a full refund before the 14 day window closes. Then (if you want) you can buy again and get a brand new product, rather than a repair or refurb.
I took note of what you were saying in this thread and made sure I returned Monzo Jnr's squashed bike before the 14 day window - they tried a few distractionary tactics to try and stall things (we can't arrange a pick-up until.... etc.) but we offered to pay for the courier ourselves and then send them the bill, so they gave in and picked it up promptly.
Anyway, hope yours is working well now.
with> @MonzoPro said:
Cheers, Monzo for your good wishes. Very pleased to read that this thread helped in a small way to get you what you needed with reference to that flat bike.
As for testing Apple hardware, I did use this iPad about as extensively as I could when I first had it. ISTR the shutting off issue happening once. It was only about a month in that it began to happen more often,
UPDATE
After around two weeks of having the iPad returned, the original fault started up again.
Just had 'chat' with unhelpful Apple employee, who refuses to continue via e-mail. They apparently only 'do' phone calls. Presumably because it's harder to prove who said what, unless calls are recorded. So I've given them a deadline, after which I hope to make a video for YouTube, cataloging the entire sorry saga. I will also be trying to interest print media, and posting to other websites. It's all I can do.
You'd think Apple would be super keen to send a replacement having returned a flagship product that is still faulty. But no, all I get is 'it could be software.' It isn't software, as everything worked fine on the Air 2. But no, Apple won't have that. They have my £700+ and I have their faulty product. That, apparently, is fine by them. Fuckers.
Wow that sucks. In the US we have "small claims court". Most businesses will settle these suits because it's cheaper than hiring a lawyer. I've used it successfully a number of times.
>
Yeah, we have that in the UK, too. Also, Trading Standards, with whom I intend to check out the legality of Apple's position.
One big problem is that I am dealing with illness at present which means I don't travel well. Otherwise I'd make my way to the nearest Apple Store and take it up with the manager. Sadly, I can't manage that right now. Tried explaining this, to deaf ears, and Apple refuse to continue via e-mail. Yet, strangely, they had no trouble taking my order on-line.
If they insist it's software, then what steps have they taken to identify this is the case? And what repairs did they make to the hardware when they took it in?
I'd assume they provided a service receipt, a record of what they'd done.
My hunch is that if you demanded that info in pretrial discovery and any other info related to manufacturing flaws, they'd cave immediately and settle. Most likely they do not want it to get out.
It's really just about having a record of what's been fixed and checked. If they took it in then as the owner of the device surely you'd be entitled to know what they'd done to it? If they say they checked it and no hardware fixes were required, then I guess they could argue the software angle. If they had to make repairs though, that's confirmation the device was faulty, and that could still be the case.
When I've had hardware repairs for other equipment, it's always come back with a ticket, listing what's been done to it.
Nope. All they'd say was that it had been tested and 'now' met required spec.
Will look into that, too. Thanks.
Which confirms they sold you something that didn't.
If it still doesn't work, and they can't tell you what it is then they have to take it in again. When I had issues with an iMac I bought, we went through everything over the phone - reinstalling OS etc. and when it still had the issue they offered a refund - in fact it was Apple that suggested it. They were really helpful to be fair.
If it comes down to a social media "campaign", I pledge my support and share buttons. Best of luck with this BS.
My guess is that it's a corrupt restore from backup, or the backup itself is corrupt. Apple couldn't reproduce the user's claims so they tested the hardware to make sure everything was to spec.
Since they couldn't find a hardware fault, nor reproduce the issue, they gave it back to the user with instructions to wipe it clean and install a fresh OS. I bet if you did that the issue would go away.
Also, you have reported issues with Auria Pro that others don't seem to have. I'm guessing this is also a restored install? If so, I had some Auria Pro weirdness too. What I did was completely delete everything from Auria and reinstall everything fresh. That included having to first install Auria plain, then update to Auria Pro, then restore all of my IAPS fresh. After I did that, ALL of my Auria Pro issues went away.
It's just a hunch, but I think Apple's restore process isn't all that great sometimes. The behavior described sounds like software corruption to me. I'd either try installing everything fresh without doing a restore from backup. Or, I'd hold on until ios11 drops in the next week or so and try your luck after updating.
Even if Apple did give you a replacement, it'd likely be a refurb. If my hunch is correct, and it's a corrupt backup restore that's causing your issues, it wouldn't matter if they gave you another iPad or not.
If you reinstalled iOS fresh, and reinstalled apps fresh also (not from backup) and still had the issue, I'd find a way to drive to an Apple Store in person.
I'm guessing you have a lot of apps that you can no longer download like alchemy, sample banks, etc. that you don't want to give up by not restoring and instead installing a fresh iOS, starting over fresh app installs and IAP restores, etc. But, I bet if you did, your issues would likely be gone.
They said it "had been tested and 'now' met required spec" though, which suggests something wasn't right.
@MonzoPro the use of 'now' could just mean they tested it now and everything checked out. The inclusion of the word 'now' is also second hand info. My personal experience with Apple has always been stellar. If something was wrong and not my fault or corrupt software, they've always made good. It's possible of course something could be wrong with his hardware, but I seriously doubt they'd go to the trouble of thoroughly testing and then sending it back if there was any doubt at all.
Indeed.
Oh, they said they'd do that, I just have no faith that anything would be different.
The back up is not corrupt. We tried it on an Air 2, and all was well. Also, there is no app that causes the fault. The hardware simply decides to switch off.
As I've already said, I am ill. I don't leave the house much, and can't travel far until I get fixed up. Off to see my surgeon this morning, actually.
>
Not at all. I deleted Alchemy, and anything that would not work with the upcoming IOS 11 (still running latest official IOS, not beta) before the original backup. Besides which, restoring from backup would only include personal data. The latest versions of IOS and all apps are then downloaded.
>
Thanks supanorton, you're a good guy.
I'm with @skiphunt - I don't see any harm in fresh install without restoring a backup. If it solves the problem - great! If it doesn't, you can move forward better informed and with more confidence that this isn't the problem.
I perform a fresh reboot of all 3 of my devices 3-4 times per year. If I started getting any funny business like you describe those things' be wiped on the spot! If my devices had been sent off and tinkered with they'd be wiped in a flash. I've had very few (if any) issues with either of my iPads (Air2, Mini4) which have both always run very quickly and reliably! I'm sure it's down to this regular housekeeping.
Just copy over everything necessary to keep with iFunbox, screenshot your app folders, fresh iOS install, put your settings back how you like them, reinstall apps and put back into folders as per screenshots, copy anything you need back in with iFunbox and pesto - done!!
That's the path of least resistance right now - I'd personally just do it as good housekeeping practise and to eliminate the possibility of software error whatsoever. The circumstances that you've described certainly wouldn't have satisfied me that this wasnt the issue.