iPad 4 service replacement with iPad Air 2 not universal policy, but allowed in low-stock conditions

Despite reports to the contrary, there is no official Apple policy mandating that iPad 4 owners coming into Apple Retail for service receive an iPad Air 2 for the cost of service — but stores have been allowed to make the swap if they have no service stock, and have been for some time.

Reports started circulating on Saturday about an Apple-wide policy mandating that the older iPads coming in for service be replaced with iPad Air 2 repair stock. However, AppleInsider has learned that this is neither new, nor completely accurate.

Guidance promulgated for the last two weeks do note a declining amount of iPad 4 stock — but do not require the exchange for iPad Air 2 in particular. Store managers are at their discretion to replace an iPad 4 with in-stock iPad 4, iPad Air, iPad Air 2, and in particularly rare cases, the 2017 iPad.

A spot-check of 20 Apple Retail store Genius Bars on Friday, Saturday, and Sunday showed adequate supply of the iPad 4 at all of the stores. However, sources inside the stores have told us that iPad 4 service units arrive in "fits and spurts" after depletion.

Apple for at least two decades has historically upgraded a customer's order or service replacement if a lack of stock would result in a long wait without a device.

Apple charges $299 for a screen repair, or other out-of-warranty repair on the iPad 4. A battery replacement costs $99.

The 2017 iPad fifth generation with wi-fi retails for $329 with 32GB of storage, with a 32GB LTE version selling for $459 and up.

3 Comments

tallest skil 43086 comments · 14 Years

About 7 years ago

AppleInsider said:

Apple for at least two decades has historically upgraded a customer's order or service replacement if a lack of stock would result in a long wait without a device.

Wait, really? Why don’t I remember hearing about that? (“Because your memory is shit.”) Shaddup. So people who have their iPhone 6 out for repair for (whatever ‘a long wait’ means to Apple) get a 7 as a replacement or even temporary use device? That’s the only instance I can remember (“You’re telling me!”) where Apple even gives a temporary product replacement during a repair session.

randointernette 3 comments · 7 Years

About 7 years ago

I can tell you from experience that managers do not have any authority to change the replacement beyond what is available. Apple Corporate at time will allow a substitute replacement when stock is depleted - this is on a store by store basis. Where one store may be waiting for incoming stock of the 4th gen and using iPad Air 2 as a substitute, another may be able to continue to provide new 4th gen units from available stock. But in no means will a manager choose an iPad from their inventory in this event. It's all systematic and controlled by the software available to technicians. The only caveat here is if a customer somehow convinces management that an entirely new item is allowable and they select the new iPad from sellable - good luck getting that to happen.

Where do you source your facts? This article is very poorly researched - or your source is a poor one.

Mike Wuerthele 6906 comments · 8 Years

About 7 years ago

randointernette said:

I can tell you from experience that managers do not have any authority to change the replacement beyond what is available. Apple Corporate at time will allow a substitute replacement when stock is depleted - this is on a store by store basis. Where one store may be waiting for incoming stock of the 4th gen and using iPad Air 2 as a substitute, another may be able to continue to provide new 4th gen units from available stock. But in no means will a manager choose an iPad from their inventory in this event. It's all systematic and controlled by the software available to technicians. The only caveat here is if a customer somehow convinces management that an entirely new item is allowable and they select the new iPad from sellable - good luck getting that to happen.

Where do you source your facts? This article is very poorly researched - or your source is a poor one.

We never go with one source.

FTA: "and in particularly rare cases, the 2017 iPad."