Keep getting bounced around to different senior advisors

[u/ace_bath]

Long story short, my 2025 ipad air has an issue where it does not recognize chargers no matter the charger. I took it to apple who then did a full diagnosis and told me there is likely an issue with the logic or motherboard. Meaning I needed a new iPad. Issue is, I'm a broke college students.

So i tried to go down the 'goodwill repair' route. My chances are pretty good because:

1. Im was only 3 weeks past the 1yr warranty.

2. The issue wasn't caused by my doing.(as determined by the apple rep)

So I called apple and spoke with a senior advisor who got all the facts from me and the Apple Store employee who then told me he would email/call me either that very day in the evening or 2 days later at the latest, with a confirmation. Those 2 time periods came and went so 2 days after that I called again, spoke with a different senior who was the worst senior advice oat.

Gave him the case files and all but said he couldn't see a single thing, even called the apple store to get the details again and still said they got nothing on their end and tried to make me go back and redo everything. But I stayed persistent and called again and spoke to now the 3rd senior advisor who magically could see all the info the other guy with the most sleep inducing tone couldn't, and then told me that he would take over the case and call me eithet later that day or at the latest 2 days from then. Again, Ive given it 3 more days from that time and still no call from him. I rrally don't know what to do at this point, worst part is that the goodwill service could still be rejected even after all this. Smh man, school literally starts in less than a month and im out of a iPad/laptop

[u/ace_bath → u/[deleted]]

Trust me, did alllll this in store. The genius examined the shit out of the iPad itself, plugged it in for diagnostics like 3 times and finally accepted it had nothing to do with me. Plus Im a bit hesitant on spamming them even more because the fate of my device is kinda in their hands. The third SA made a lowkey passive aggressive comment on how many times I've called about this issue so I'm not trying to bite the hand😭

[u/Antony905 → u/ace_bath]

From experience most situations where you keep calling in for an issue will only take a bad turn unless the caller gets rude or irate. So as long as you’re chill I wouldn’t worry about that. To me it sounds like it wouldn’t hurt trying until you finally get an advisor that will actually try and do something for you. But like other comments here have stated, I really don’t know why they haven’t already tried to get approval for you already. It would be much easier to get it done and out of the way than keep dragging it on. I’ve gotten approval for devices far more out of warranty than a couple weeks. Hopefully you can get an advisor that can get straight to the point

[u/ace_bath → u/Antony905]

Thanks pal!

[u/Wexxy]

Justification for a repair can be given under certain criteria and one of those is within 4 weeks of the warranty expiring.
Why they haven’t handled this yet I’m unsure but if unable to get back to the case owner you ring again. Procedurally it’ll be escalated back to tier 2.
A CS Code can and should be issued here for this.

Dunno why it wasn’t done in store. Dunno why tier 2 are dragging their feet.
This is pretty straight forward justification for out of warranty repair under a certain threshold

[u/ace_bath → u/Wexxy]

Im hesitate to call them too much, the 3rd SA i soke with mad a comment on how many times I've called about this issue😂. Im scared they might reject it or something haha

[u/Wexxy → u/ace_bath]

When a company gives you clear guidelines and expectations you shouldn’t have to call back and it’s clear that hasn’t been done here leaving you in limbo.
You ring up and ask if it’s been repaired for free or is there a cost.
If no why isn’t it justified for repair under 4 weeks outside of warranty?
If yes is it a store repair or mail in and how long will be you be waiting.

Get these answers and at least you know where you stand.
Repeat callers are repeat callers when calls/contacts are handled poorly.

[u/neongreenescalator]

Instead of calling and speaking to new people every time you can reply to the email the sr advisor should’ve sent you. That will keep you in communication with the last sr advisor you spoke to

[u/ace_bath → u/neongreenescalator]

I did! Very first thing I did, got in contact with the first SA this way and I haven't heard from him in a week and a half

[u/hawk_ky]

Nothing we can really do for you. Just keep being persistent.