Subarusam, We are on the same page. For those of you who preach to us about how wonderful Apple is, well like in LaLa Land if you want, but don't expect me to follow you there. My husband dropped his IPad 2 that he'd had exactly 3 months. Didn't fall very far--not a hard drop. No matter. Has several cracks that go all way across screen. LCD works fine--although cracks are extensive you really can only see them if the light hits it a certain way. IPad still works as it did before drop. Took it to local Apple store, expecting to PAY for glass screen replacement. Was told that they would not, do not replace screen. Instead they "switch out" with you. They'd return the "damaged" one and give me a new one for $249.00 before tax and shipping. Since IPad 3 is now out and I know that I can buy a new IPad 2 for $399.00, I thought this seemed a bit ridiculous and decided to better educate myself on my options. Checked computer repair shop and they wanted $149.00 to replace screen, which would void the 9 months still left on warranty. Spent all morning today on phone. Called what I thought was a different Apple store and chose option of tech support section. That experience took 1 hr, counting all the time I was on hold. First the person answering phone told me I could still buy the warranty plus program for $99.00 which would include 2 accidental damages and would be retroactive to time of purchase 3 months earlier--meaning that it would cover current breakage. Seemed a no-brainer. Get the Warranty Plus and screen replaced for same price a third party replacement would cost. Then he put me on hold and came back to tell me he was wrong. The warranty would not cover this time and that the replacement of the screen would cost me $249.00. Asked to speak to his boss, who gave me the information that I got last time. He also told me (after I asked) that the dropping it and damage would void the remaining 9 months warranty. Finally he told me that they were just a call center contracted by Apple and that an Apple store might be able to give me a better deal. After 1 hr, I find out I'm talking to a call center who knows nothing. Then I googled Apple Corp customer service # and called them. On auto phone, I selected sales because I know someone in sales will always answer. They will always be someone to sell you something. I relayed my frustration and confusion to him (after I assured he was not a call center). Bottom line from him is this: They do not replace screens. They "trade" out IPads. When I directly asked him, he admitted that I would be getting a refubished IPad. They get my 3 month old IPad that will cost them a few dollars to replace screen on and then I will get a "refubrished" one which could be a couple years old. When I pointed that didn't seem to be much of a deal, he assured me that they check everything and put in new parts, etc. before they send them to the warehouse of refubrished IPads from where the switch-out one would be sent. Talk about a scam--a legal scam. And there is nothing we can do about it except bend over because they have a monopoly. So for those of you who think you are getting new IPads, think again. They won't tell you unless you force them to tell you. And he assures me that the warranty is still good although it was dropped. Not sure I believe him. I think the call center had it correct. They don't know enough to "spin" it. Because they told me that it cost $249.00 to replace the screen--they didn't mention switching out to another IPad. I think they usually only replace the screen, send you back your old IPad or else they send you one of the refurbished ones that just had a screen replaced and then they replace the screen on yours and then send it to join the other IPads in the warehouse. My husband says he can use his and will just keep it with the broken screen. If it goes, then he'll just get a new one before he'll let Apple have his IPad of 3 months while we pay them $249.00 plus tax & shipping to get an older IPad. I'd been waiting on Sprint to get an IPhone (won't change my cellular service from Sprint) and had intended to upgrade us to IPhones this spring. Forget it. I'm not dealing with another Apple product. Terrible Customer service but they don't care. They don't have to care. Getting their record profits with bad service. Why should they pay more to deliver better service? Won't happen until they get some competition.
