After claiming no problems, bent iPad Pros are experiencing failures - The UpStream

The phenomenon of iPad Pros shipping bent has been well documented, with customers all over the world reporting the issue online, as well as to Apple. Despite this, Apple has taken a bizarre position on the topic. Initially, the company said that any shipping bend in an iPad would cause no problems and is a normal part of the manufacturing process. Later, the position changed, posting a support article that simply explains the unibody enclosure. The part they have maintained, however, has been the lack of an issue.

What happens when you do experience a problem with your bent iPad Pro? Well, one customer documented their experiences trying to get his iPad repaired. He went into an Apple Store, expecting the service that Apple has always advertised from their "Geniuses." However, he was told that, because of the bend, his only option was to purchase a new iPad. He left and went into another Apple Store, only to be told the exact same thing.

While most people might have given up, this customer took an unusual step and used the Apple Support page to request a repair from an Apple Repair center. He sent off the iPad and, on the same day the center received the iPad, was shipped a replacement unit. The repair center made absolutely no mention of the bend, which the customer was never able to see from the beginning.

The fact that Apple has not taken a consistent position on the issue has caused an incredibly negative experience for customers. The company should not require a customer to drive around town, contacting different Apple employees, hoping that someone is going to take care of the problem. In this case, it worked out, but not everyone has the time or patience to fight at this level. It is important to remember, however, that the first response is not always the correct one. Persevere.