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Newtown

129 posts

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#285697 10-May-2021 20:26
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TLDR: If your iPad/iPhone has a hairline crack on the front screen without any points of impact, there’s a chance that Apple Support will replace it for free. However, be prepared to call multiple times and remember your rights under the CGA. 

 

A hairline crack developed on our one year old iPad Air 3. Since day one it’s been in a sturdy case, so we were a bit perplexed how the screen could crack. The iPad has never been dropped or been put through anything stressful. The device looks brand new with no dents or scratches. 

 

Apple Support told me to go to a service center to get the damage assessed. The assessment report stated physical damage and quoted a price of $655 (inc GST) to repair it. I was told that Apple will replace a single hairline crack with no points of impact for free. My device’s damage differed a bit by having a small forked crack – so two hairline cracks. 

 

I will not pay almost the cost of a new device after just a year of light usage. Hopped back onto a call with Apple Support. The first senior advisor I spoke with was useless, he pretty much said that my only option was to pay. I prompted our consumer laws, which was pretty much disregarded. Honestly, I don’t think the person knew much about our consumer rights anyway. I also gave him a bad review.

 

I was ready to take them to the Disputes Tribunal. 

 

After a week of gathering evidence and reading up on how to lodge a claim, I thought to myself that I should get in touch with Apple Support to see if they wanted to put it all right prior to seeking legal action. One Saturday afternoon I called them on 0800 1 27753, and was connected to Apple Support in California. I ended up talking to an advisor who took his time to listen, examined the photos, and said that he would put it through for free just because he didn’t see any points of impact on the screen. He also understood my rights under NZ consumer law. Pretty empathetic guy really. 

 

To sum up, I’m getting the iPad replaced for free. Don’t take the first senior advisor’s word as the final decision – seems like their training varies and be prepared to school some of them up on our rights under the CGA. 

 

Handy references:

 

https://www.theguardian.com/money/2016/oct/15/apple-ipad-pro-screen-crack-too-easily-repair-unfair

 

https://www.theverge.com/2017/9/4/16251200/apple-leaked-iphone-warranty-guide-repair-replace


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K8Toledo
862 posts

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  #2705787 10-May-2021 21:47
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The new iMac's are at least as bad if not worse. ~2.5mm glass fused to the LCD & affixed with adhesive tape.    Removing the screen without it cracking is quite difficult. And if it cracks....may as well junk the machine. 

 

 


 
 
 

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Newtown

129 posts

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  #2705815 11-May-2021 07:46
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K8Toledo:

 

The new iMac's are at least as bad if not worse. ~2.5mm glass fused to the LCD & affixed with adhesive tape.    Removing the screen without it cracking is quite difficult. And if it cracks....may as well junk the machine. 

 

 

You're brave! I have only upgraded pre 2012 models with the thicker form factor where the screen was attached via magnets. 


K8Toledo
862 posts

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  #2705828 11-May-2021 08:26
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Newtown:

 

K8Toledo:

 

The new iMac's are at least as bad if not worse. ~2.5mm glass fused to the LCD & affixed with adhesive tape.    Removing the screen without it cracking is quite difficult. And if it cracks....may as well junk the machine. 

 

 

You're brave! I have only upgraded pre 2012 models with the thicker form factor where the screen was attached via magnets. 

 

 

To top it off the 5400rpm Hitachi's with Apple fw are among the slowest drives around.  Apple must be trolling?

 

 




wellygary
7565 posts

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  #2705853 11-May-2021 09:20
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K8Toledo:

 

To top it off the 5400rpm Hitachi's with Apple fw are among the slowest drives around.  Apple must be trolling?

 

 

Actually they seem to have finally moved on,

 

I just had a look through the current mac line up and couldn't actually find any new machine that was spec'd with a HDD,

 

They are all SSD now.... (the only exception was the option of a 1TB fusion drive on a legacy 21.5 imac ( that I suspect is targeted at the Ed Sector- the default was a 256GB SSD) 


Behodar
9406 posts

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  #2705868 11-May-2021 09:51
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Newtown:

 

You're brave! I have only upgraded pre 2012 models with the thicker form factor where the screen was attached via magnets. 

 

 

I had a ~2005 model and it was trivial to work on. Lie it on a towel screen-side down, undo a few screws, lift the back off. RAM, HDD, DVD etc. all easily accessible. But the 2006 models had a little RAM access door and made everything else a nightmare to get at :(


K8Toledo
862 posts

Ultimate Geek


  #2705929 11-May-2021 12:23
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wellygary:

 

K8Toledo:

 

To top it off the 5400rpm Hitachi's with Apple fw are among the slowest drives around.  Apple must be trolling?

 

 

Actually they seem to have finally moved on,

 

I just had a look through the current mac line up and couldn't actually find any new machine that was spec'd with a HDD,

 

They are all SSD now.... (the only exception was the option of a 1TB fusion drive on a legacy 21.5 imac ( that I suspect is targeted at the Ed Sector- the default was a 256GB SSD) 

 

 

Well that sure is good news.  I can now start working on iMacs again. :D

 

And no more macsfancontrol....

 

 

 

Don't know what possessed Apple to spec some units with either turtle slow drives or hybrids.

 

*edit -even an ST20000LM0007 would be OK... They are surprisingly fast.

 

 

 

 

 

 

 

  


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