Apple’s gaslighting over bent iPads is a stunning response to a serious problem

“If the new iPad Pro you got for Christmas is bent in the center, don’t bother booking an appointment at the Apple Store. Just return the tablet, because the genius at the bar isn’t going to care,” Michael Simon writes for Macworld. “Why? Because, apparently, Apple doesn’t want you to think the bend is a problem.”

“After a few unofficial comments that were less than clear, Apple VP Dan Riccio responded to a user’s email with a surprising statement, saying that the new iPad Pro’s unibody design ‘meets or exceeds all of Apple’s high quality standards of design and precision manufacturing,'” Simon writes. “If that’s Apple’s latest standards of quality, things are far worse than the company’s falling stock price.”

Bent iPad Pro image via MacRumors with red lines overlay by MacDailyNews
Bent iPad Pro image via MacRumors with red lines overlay by MacDailyNews

 
“Basically, Apple is saying these iPads are either a) not bent, or b) supposed to be bent,” Simon writes. “It’s the response that troubles me… A defect like this degrades the whole Apple experience. Once you see the bend in the iPad Pro, you can’t unsee it. And Apple wants you to believe that it’s not actually there, and your iPad Pro is perfectly fine. Instead of making things right, Apple is distorting reality in a way that would make Steve Jobs cringe.”

Read more in the full article here.

MacDailyNews Take: Again, if your iPad Pro is warped out of the box, return it within the 14-day return window for a new one. Technically, that’s “making it right,’ although it’s certainly the very bare minimum.

Any units with a bend out of the box should be exchangeable. Steve Jobs built Apple on quality industrial design inside and out. If you don’t have highly excellent fit and finish out of the box (read, straight lines, no bends), Apple failed you and the company should replace with a unit exhibiting the expected Apple-level of fit and finish that was established by Steve Jobs.

Any side effect of a manufacturing process that results in bent metal where the designer obviously intended a straight line is a flawed manufacturing process that should have been deemed unacceptable, rejected prior to volume manufacturing, and designed around once this cooling process issue presented itself during production testing.

You can bet your ass that if Apple Park’s door handles were in any way bent out of the box, Jony & Co. would have had them replaced for free by the door handle manufacturer while also extracting a compensatory damage fee after threatening to never work with them again. — MacDailyNews, December 20, 2018

SEE ALSO:
Apple’s Dan Riccio says 2018 iPad Pro ‘meets or exceeds’ quality standards of design and precision – December 21, 2018
Apple says some 2018 iPad Pro units ship with bent chassis, but they don’t consider it a defect – December 20, 2018

30 Comments

  1. I don’t know. I’ve been an Apple Fanboy since my very first Fat Mac in 1985. But as Apple keeps trying to piss me off, I just can’t really see myself continuing to buy their products.

    1. I’ve got two more years on you as an Apple fanboy, but I hear and agree with you loud and clear. Unfortunately, I too am pissed at the ridiculous and clueless response to defective “bent” PRO iPads. If Steve was running the show heads would seriously roll on two fronts — the failed manufacturing methods and the clueless tone deaf defensive media response. The only response I want to hear from Apple is we fscked up ROYALLY and we will make it right by the customer…

    2. I cannot believe that this photo is still circulating along with the FUD. First, there is no evidence that the iPad Pro in question is “new out of the box.” Second, Apple’s comment on manufacturing tolerances with respect to flatness is valid and is connected to that photo. Third, that photo is taken with a wide angle lens which exaggerates the apparent bend. I am not saying that it is not bent, simply that the bend is not as severe as the photo indicates. Take a look at the far, right corner of the box. Compare that with the left corner…there is substantial wide angle lens effect.

      Apple products are subject to quality control inspections. That device would never have made it to shipping. Ask yourself which is more likely…Apple/Foxconn knowingly ships a warped iPad Pro, or someone is attempting to shame Apple into replacing an iPad Pro that he/she abused.

  2. The problem is that the ipad shown in the picture is not what Apple is referancing in their response.
    That ipad has been tossed in a backpack unprotected and carried around for a week and who knows what else …So if it was mistreated its the owners responsibility

    Apples response is regarding very minute amount of curvature .. couple paper sheets at max … that is NOT an abnormal or poor tolerance.
    Nothing manufactured has zero tolorance.

    If Apple said that the ipad shown in the picture is ok and expected..
    then by all means, they are full of crap!
    But
    thats not what they are referencing in their statment.

    This is media’s warped sense of reality not Apples.

    Never the less .. Apple has to come out and clarify this.. as media trolls are having a their heyday with it and are confusing the uninformed or the naive.

    I have a 12.9 pro 3rd gen.
    I use it for a good 5-6 hours a day for a good 1.5 months now.
    It spends most of its time on my uneven laps… Or its on sofas or side tables.
    Its not in a case.. just a protective film on the back .

    As of today it has zero bend that i can measure, using straightedge ruler .
    And belive me.. i am not obsessive compulsive caretaker of things .

    The new ipad pro is an awesome product. Imaculatly and beautifuly built and finished.

    But the competition has to throw rocks at it .. like they have for almost every other Apple product.

    1. Looks to me like the one in the photo is in a new iPad box, not a backpack. Glad yours is fine and I expect most are, but Apple have a serious problem here and it starts with their attitude ! It needs a major adjustment.

      1. And that is proof to u that it is fresh out of box???

        There is no seriouse problem.
        Trolls try to make it look like there is. They have done it all the time.. and amazingly people are still falling for it.

        Plus if you trully believe Apple will say that amount of bend is ok….nothing i say will change your mind…….it is rediculouse to N-th degree to start with.

        That picture has been circulating around for a while now and in some of the articles associated with it it is described what the actual case for it was .

        Also, if as u say there is a serious problem( which there is not ) .. where are the disgruntled owners who were stuck with their bent iPads fresh out of the box and Apples arrogance ?

        Some jump to huge conclusions based on very little data.. and dont the competition and trolls love it !…..anything to defame Apple right?…

        Show me evidence of a case where a customer has been stuck with a bent ipad, fresh out of the box, and Apple refusing to accept that it is defective and not replace it!

        In todays world.. anyone can say anything and not be held accountable.
        It is the dark age of internet ignorance.

        1. “Plus if you trully believe Apple will say that amount of bend is ok….nothing i say will change your mind…….”

          December 21 statement from Apple:

          “Relative to the issue you referenced regarding the new iPad Pro, its unibody design meets or exceeds all of Apple’s high quality standards of design and precision manufacturing.”
          — Dan Riccio, Apple’s Senior Vice President of Hardware Engineering”

          Another in a long list of Jimbo fanboy OPINIONS that are not credible…

        2. The statement from Apple was that a 400 micron bend, the thickness of four sheets of paper, is within tolerances. The bend in the photo is clearly much more than that. So, there is no evidence that Apple has ever said that that amount of bend is OK. There is no evidence that any customer, anywhere, has been stuck with an iPad that bent out of the box.

          Of course, we have already established your belief that “there is no proof of anything.” In a world without facts, I guess your hateboy OPINION is no less credible than anything else.

          1. Yes, Apple said some bends are acceptable and DID NOT comment on the extreme bends as shown in the photo.

            If you read between the lines Apple fanboy, it is not what they said, it is what they didn’t say that ALL bends are acceptable and we refuse to comment on the extreme defective products as if they don’t exist. Hogwash and totally unacceptable!

            Of course, we have already established our belief that you are a liberal activist lying for years repeatedly posing yourself as a straight conservative. And we all know snarky elitist types that believe they are above everyone else are beyond shame…

            1. As you say, Apple didn’t say “that ALL bends are acceptable and we refuse to comment on the extreme defective products as if they don’t exist.” It they had said that, it would indeed be totally unacceptable.

              However, they didn’t say that. They said that there is no such thing as zero tolerance engineering and that a bend of up to the thickness of four sheets of paper is within the design tolerances. They didn’t refuse to say that larger bends are outside the tolerance, because that was implicit in the original statement. There was no Apple statement that ALL bends (or, indeed, ANY bends ≥ 401 microns) are acceptable.

              You made that up, just as you made up your complete fantasy that I am not a conservative just because I support the traditional values of the Republican Party and do not share your obsessive attraction to a notorious New York limousine libertine.

            2. “As you say, Apple didn’t say “that ALL bends are acceptable and we refuse to comment on the extreme defective products as if they don’t exist.”

              The fact Apple did not acknowledge the extreme bends outside the so called bend tolerance and take RESPONSIBILITY is totally unacceptable! Get a grip, FAKE CONSERVATIVE fanboy…

      2. Well it’s definitely STAGED that way. But not having been there when it was opened, there’s really no way to tell for sure.

        Of course, I mean it’s ALWAYS a good assumption that random folks on the internet are 100% truthful, like me, but this could be what may come to be known as the first instance of a deliberately misleading photo on the internet.

  3. FYI
    if you attempt to repair your broken iPhone screen with AppleCare+, it should be $29, but if it is in any way bent, it will be $99. That was the excuse I was given when I went to pick it up after the Apple Guru accepted the repair for $29 (after it was examined). The iPhone was not bent, it was simpler for them to replace it. Apple should not provide a bent device. Quality is going downhill and not worth the extra premium apple cost. Apple appears to be joining Android quality wise.

    1. What they did is illegal, at least where I live. I don’t suppose you got a written quote for 29? I would have raised hell with the most senior manager in the store and accepted nothing but agreement to pay $29 for the repair. Wow. That is totally unacceptable. I recommend contacting Apple directly and maybe even go back to the store and have a chat with senior manager about it. They can’t examine it, tell u it will be 29 then change their mind later!

  4. Just to add-on to Andanotherone:
    Holiday Return Policy
    Items purchased at the Apple Online Store that are received between November 14, 2018 and 25 December 2018, may be returned through 8 January 2019. Please note that all other terms and conditions provided in the Apple Online Store Sales and Refunds Policy are still applicable with respect to such items purchased. All purchases made after December 25, 2018 are subject to the Standard Return Policy.

    https://www.apple.com/shop/help/returns_refund

  5. Ok maybe it was dropped or bent in a backpack.

    Having said that, I hate Apple’s use of ultra-slick finishes on iPads and laptops.

    I am on my 3rd iPad in 8 years, rarely use it, but the first two had to be replaced due to being dropped on a corner.
    Unfortunately at that time my work location was moving 6-8 times per day, in an out of a backpack, gave up on them for that reason and the fact that (Horrors, here it comes) a Macbook is what I really needed. iPad is on a shelf, I keep the battery charged in case there is ever a need to use it.

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