Editor’s note: A reader contacted Macworld with this tale of a bent iPad Pro and his struggle to get it repaired, but requested that we only use his first name in the article.

When reports started surfacing late last year of bent iPad Pro devices and Apple’s unwillingness to repair or replace affected units, they didn’t register on Marcus’s radar. Having just bought a tablet in July, he wasn’t in the market for a new one. Even though his 10.5-inch iPad Pro was part of the previous Touch ID generation, Marcus was perfectly happy with it, having safely secured it with an Otterbox Defender case from the moment he unboxed it.

When he started experiencing issues with his iPad stuttering and shutting down last month, he figured it would be an easy trip to the Apple Store. After all, it was still under warranty and Marcus had a great track record of Apple tablets, this being his fourth.

But when he arrived at the Apple Store his luck changed. The genius on duty told Marcus that his six-month-old iPad was unrepairable and he would have to pay $449 to buy a replacement unit. Why? Because it was bent.

Get bent

Marcus was bewildered, since, as he told me, “There is zero chance I bent, dropped, or did anything to my iPad,” since he rarely travels with it and never removes it from the case. Marcus, who did not purchase AppleCare+ for his iPad, explained that when the Apple technician couldn’t get the iPad to reboot after a factory reset, he examined it for damage and informed Marcus that the left side of the tablet was bent and it would not covered under the standard warranty because it had been physically damaged by the user.

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bent ipad proMarcus

When Marcus’s iPad Pro started experiencing intermittent shut-downs, the Apple Store told him it was because it was bent.

What’s more, Marcus said he couldn’t even see how and where the iPad was bent even though the technician could. As you can see in the photo above, the iPad shows no noticeable unevenness, seemingly falling well within Apple’s acceptable 300 to 400 micros range of deviation. But even so, the Apple Store refused to repair the iPad, even though it should have been covered under the 1-year warranty.

Marcus took his iPad home, restored it (even though the technician couldn’t), and brought it to a second store in Illinois. The technician there was able to diagnose the problem, but also refused to resolve it. The genius at the second store was able to track the issue down to “a connection issue to the main board” and also blamed the issue on bending, though curiously they disagreed with the first store on the location, telling Marcus that the right side was more bent than the left. But no matter, they wouldn’t fix it without the same hefty fee.

The fix is in

In both cases, the Apple Store flat out refused to help, blaming Marcus for the issue and criticizing him for raising concerns over things he read on this site and others. Marcus told me that the technician scoffed at the notion that iPads were arriving bent, and said “articles and form posts indicating bent iPads from the factory are not real.” That cavalier attitude comes directly from Apple, since the company hasn’t issued any guidance on the issue other than a support page article explaining away any issues with the new iPad Pro.

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