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