If you asked for a Senior Advisor and they still could not sort, contact their NZ legal team Simpson Grierson and give them notice you intend to initiate proceedings in the Disputes Tribunal. This will get a Senior Legal team member from Apple Corporate to get in touch with you and they'll usually have you sorted within the week.
I do however find unreasonable that apple will not unlock it when I have provided the proof to determine I own the device as it was provided to me. Along with proof it was an insurance claim
They (Apple, not NL) have broken (it's e-waste now) a device that you legally own and can prove it to the point where I believe any DT referee would agree.
I would be making the claim for either unlocking the device or exchanging the device for an equivalent. I would expect Apple to attempt to pay it's depreciated value which may not be enough to get a replacement.
No way in hell you win a disputes tribunal against a retailer for not logging serial numbers on receipts... there's absolutely no requirement to do this and Apple's desire to have this has no bearing on anything really. Additionally this is the security features of the device working as they're expected to/designed to/advertised to work so I doubt a fit-for-purpose claim against the retailer would be successful either. Not a lawyer, and just my opinion, but I've been to disputes on both sides of the table many, many times. There may be some argument against Apple themselves but I don't really know. One of the actual lawyers who lurk here would know far more.
I personally think that high value items should have the serial number on the receipt (as NLG and most others do for iPhones using the IMEI which is printed on the receipt). However there's no legal or industry requirement around this.
Note that Apple do (or at least did, I imagine they still do) track which serial numbers they have sold to which distributor and reseller, however most resellers wouldn't track the serial numbers.
Noel leemings would definitely be able to help with some more pushing. They have 0 problems providing receipts and serial numbers when suppliers want to do spot checks for scan back payments.
Worst case if they fall off the system after a while (seems very odd) they could provide the serial to Exeed who would be able to tell them what packing slip it was delivered on - which they could match to their goods receipt and track it from there.
I did what was suggested to me. Contact their legal team in NZ. I was then put in touch with a Executive Liaison in Singapore who took a look at the situation and got the iPad unlocked within a week. Really frustrating that Apple let it get that far. Glad I got the problem resolved and have a working iPad again.
Great news. Also will be worthwhile practicing signing into icloud.com on a normal web browser for the account associated with that iPad.
Interestingly, when the iPad was originally purchased I created and used an apple ID that I control and activated the Find My feature. Sometime during devices life my son had wiped the device, created another apple ID and activated the find my feature on this new apple ID. However the device was still present under my Apple ID. Once the activation lock was cleared by apple, it once again showed up as online in my original apple ID> something about thier system is flawed that a device can be assigned to two apple IDs find my at the same time.
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