idaindra.ilearning.meidaindra.ilearning.me/.../2014/09/IPAD-VISUAL-MECHA… · Web viewReplace iPad ONLY if a functional issue still exists or if the software restore fails. If applicable,

IPAD VISUAL MECHANICAL INSPECTION (VMI)

The Visual Mechanical Inspection is intended to be used for quick and efficient determination of iPad warranty status, and troubleshooting and/or replacement options. It is a four-step process that can be performed in approximately 20 minutes.

Step 1 - Validate Warranty

To determine whether an iPad or Apple-branded accessory is eligible for warranty service, follow the on-screen instructions to enter the iPad serial number at Check Your Service and Support Options, or enter the serial number in GSX or GCRM.

Note: Warranty coverage may apply for customers with AppleCare+ (where available) for iPad.

You can find the serial number in the following places:

% On the iPad “About” screen under Settings > General >

About

% Listed in the Summary section of the latest version of

iTunes, when iPad is connected to a computer

% Etched onto the back of iPad

% On the customer’s original Apple receipt (or 3rd-party

reseller receipt)

% On the iPad retail box

Step 2 - Perform Visual Inspection

Visually inspect iPad using the Service Classification tables below. The iPad warranty covers failures caused solely by manufacturing defects, regardless of accidental or liquid damage. Accidental damage that is unrelated to a manufacturing defect does not invalidate warranty coverage. Warranty coverage may apply for customers with AppleCare+ (where available) for iPad.

1

The following are not covered in warranty, but may be eligible for out of warranty service:

% Failure due to liquid damage

% Cosmetic blemishes caused by use

% Damage caused by material or foreign objects in the ports

The following are NOT eligible for service:

% Catastrophic damage caused by abuse

% Inoperability caused by installation of unauthorized software

% Damage caused by unauthorized modifications

Step 3 - Validate Functional Issue

Try to replicate the issue described by the customer, then follow the steps below to restore the device.

% IMPORTANT: Ask customer whether their iPad has been

backed up by syncing with iTunes or iCloud.

% If iPad does not power on, charge the device for at least 20

minutes using the appropriate Apple USB Power Adapter as shown

in Apple Support article HT4060: Charging the battery.

% If the iPad does not power on after charging for 20

minutes, refer to the Identifying Modified Devices topic in

this article, specifically the Magnet Test, Weight Test, and

USB Current Test.

% If software restore is successful, attempt to replicate

the functional issue.

% Replace iPad ONLY if a functional failure still exists or

if the software restore fails.

2

Step 4 - Replace iPad

% Advise customer that the device needs service. Replace

iPad ONLY if a functional issue still exists or if the software restore

fails.

% If applicable, obtain customer's payment details and

authorization to charge for out-of-warranty service.

% Inform customer how many days the service will take and

advise how they can track the status of the repair.

% If appropriate, capture the customer's email address and

include when creating the service request.

VISUAL DAMAGE - SERVICE CLASSIFICATION TABLES

The tables below provide guidance on whether an iPad with certain physical visual damage qualifies for covered or paid service. Note: Warranty coverage may apply for customers with AppleCare+ (where

3

available) for iPad.

Visual inspection of an iPad should not take longer than 2 minutes.

COVERED SERVICE

If the damage for which the customer is seeking service is described below, whether or not accidental or liquid damage is present, the repair is a covered service.

Single fracture to front glass with no sign of exterior damage

Two-legged cracks to front glass with no sign of exterior damage

Two-legged cracks to front glass with no sign of exterior damage

Newton rings / battery swelling

Refer to Apple Support article TS2358: Troubleshooting

4

swollen or expanded batteries.


Refer to Apple Support article TS2358: Troubleshooting swollen or expanded batteries.




Battery swelling

5



Battery swelling


Bright or dead pixels

Upon user claim only. Refer to Apple Support article HT4044: About LCD display pixel anomalies for Apple products released in 2010 and later.

6

Debris under display glass Display bezel detached from glass

Note: A clicking noise can be heard when pressing on the bezel near the home button.

7

RETURNABLE DAMAGE

If the damage for which the customer is seeking service is described below, the repair is classified as out-of-warranty paid service. The customer pays for the repair.


Liquid Damage

See “Liquid Damage” section.

Dent(s)

Dent indicates signs of accident, abuse, or misuse, which are not covered by Apple's Limited Warranty.

Corner dent


Corner dent


8

Multiple fractures to front glass Any LCD display fractures under the glass cover

Fractures to front glass Pieces of front glass missing

SIM tray jammed Manually cut SIM leading to improperly fitting or jammed SIM or SIM tray

9

Cracked antenna Extreme abrasion and button damage from drop or puncture holes

Bent enclosure, including minor separation of the enclosure or damage to the 30-pin dock connector housing

Damage to audio port

10

Damaged dock connector

Bent pins, broken plastic or bent bezel

NON-RETURNABLE DAMAGE

If the damage for which the customer is seeking service is described below, the repair is ineligible for warranty coverage or out-of-warranty paid service.


11

Disassembled unit or missing parts

Unit must be assembled and complete to receive paid service.

Examples of false or missing etching, or non-OEM parts, products, or rear housing

Refer to Apple Support article OP504: iPad: Identifying modified devices.

Note: The following iPad models do not include the storage capacity and IMEI etching:

% iPad mini

% iPad (4th generation)

Unit pried open

12

Catastrophic damage or unauthorized modifications

Includes units that are destroyed or forcibly separated into multiple pieces or inoperable because of unauthorized modifications.

IDENTIFYING MODIFIED DEVICES

For additional iPad testing refer to Apple Support article OP504: iPad: Identifying modified devices. This article will help you identify modified or fraudulent iPad devices without disassembling them. Use the tests mentioned in OP504 even if you suspect liquid or other physical damage.

Listed below, are three tests to perform if the iPad does not power on after charging for 20 minutes.

%6%. Magnet Test

%6%. Weight Test

%6%. USB Current Test

Test #1: Magnet Test

Estimated Time: <1 minuteDifficulty: EasyVerifies: iPad (2nd, 3rd,

13

4th generation) or iPad mini has not been modified. If the magnet sticks to center of rear housing, then the device has been modified.

Tools

% Telescopic magnet tool

% Soft microfiber or polishing cloth

Note: Use only the tools listed here.

Procedure

%6%. Caution: Place a soft microfiber or polishing cloth over the rear housing

of iPad to protect from scratches.

%6%. Place telescopic magnet tool directly over the location of the Apple logo

(covered by cloth).

%6%. Compare magnetic attraction to a known-good equivalent model

iPad. Unmodified devices have almost no magnetic attraction

around the center at the Apple logo when using the tools indicated.

%6%. If the magnet adheres to iPad, fail the unit. Return the device to the

user unrepaired.

14

iPad (2nd, 3rd and 4th generation) example:

iPad mini example:

15

16

Test #2: Weight Test

When internal components are missing from an iPad, its weight may be an obvious indicator. Some modified iPad devices may contain substituted weights of metallic or other material to give the impression of a complete iPad. These weights may be inaccurate.

Recommended tool: Calibrated digital scale (requirements: 2.2 lb. / 1000 g capacity, 0.035 ounces / 1 g resolution). A variety of scales are available from retailers. For example:

%6%. Remove any front or rear protective plastic films and cases, Apple

Smart Covers, and Apple Smart Cases from the customer's iPad

for a correct weight measurement. If adhesive films cannot be

removed, compensate by subtracting the approximate weight of the

films.

%6%. Remove any items from the scale's measuring surface, power On, and

zero the scale.

17

%6%. Weigh a known-good equivalent-specification iPad to confirm accuracy.

%6%. Weigh the customer's iPad and compare to the weight table below.

Model iPad iPad 2

iPad (3rd

generation)

iPad

(4th generation)

iPad mini

Wi-Fi + Cellular

1.6 lb. (730 g)

1.35 lb.

(613 g)

1.46 lb.

(662 g)

1.46 lb. (662 g)

0.69 lb. (312 g)

Wi-Fi + Cellular (Verizon)

1.34 lb.

(607 g)

1.46 lb.

(662 g)

Wi-Fi + Cellular (MM)

1.46 lb. (662 g)

0.69 lb. (312 g)

Wi-Fi 1.5 lb. (680 g)

1.33 lb.

(601 g)

1.44 lb.

(652 g)

1.44 lb. (652 g)

0.68 lb. (308 g)

An iPad fails this test if a variance greater than ±0.4 ounces (10 g) has been found.

18

Test #3: USB Current Test

Conduct this test on iPad devices with a confirmed No Power symptom. Before starting the test, inspect the iPad and dock connector for damaged pins, debris, liquid contact, and corrosion.

Do not perform the current test if there are signs of liquid contact on the iPad. Instead, refer to the Liquid Damage topic below.

Parts required:

% Ammeter or multimeter

% Apple 12 Watt Power Adapter, for iPad (3rd generation and

later)

% Refer to the table below for suitable Current Check cables

and adapters for the iPad being tested.

For iPad (3rd

generation) and earlier use iPod Current Check

cable 922-7872

For iPad (4th generation) and iPad mini

Use: 922-7572 + ZM923-1093 (Lightning to 30-pin Adapter) or 922-7572 + ZM923-

0194( Lightning to 30-pin Adapter (0.2m))

Use: iPad Current Check

cable 923-0372

19

-------- OR USE

-----------

%6%. Connect the iPod Current Check cable's black and red banana plugs to

the meter.

% The positive, or red, lead is in the A (amps)

connector. If the banana plugs do not fit snugly into the

20

sockets of the meter, attach extension leads (supplied by the

meter manufacturer) to ensure a reliable measurement.

% Set the meter to measure DC Amperes (A).

%6%. Connect the USB end of the cable to the 12W iPad Power Adapter.

%6%. Connect the 30-pin Dock or Lightning Connector to the iPad.

%6%. Turn on the mains power to the 12W iPad Power Adapter.

%6%. For a few moments, observe a fluctuating level of current. This indicates

power flow (a pass). The level of current should reduce over time

as the battery is being charged. If the measurement is erratic,

confirm that you are using the correct socket and setting on the

meter.

A static reading of 0 indicates no power flow. If there is no power flow, verify connections:

% Check that the USB charger is working, and check the pins

in the dock connector of the iPad for damage or debris.

% Verify all cable connections and the 12W iPad Power

Adapter are good using a known-good iPad. Observe a fluctuating

level of current power flow.

If there still is no power flow and the iPad has failed another of the above checks, then it most likely has been modified, and the logic board may be missing.

21

LIQUID DAMAGE

What to do if a Liquid Contact Indicator (LCI) on a device with LCIs is triggered, or there are signs of liquid damage on the iPad:

% If there is clear evidence of liquid present under the screen

or coming from the audio port, dock connector, or Lightning

connector, deny coverage. The device is ineligible for warranty

coverage or out-of-warranty paid service.

% If there are secondary signs of liquid damage such as

corrosion on ports, but there is no liquid present under the screen

or coming out of the audio port, dock connector, or Lightning

connector the device MAY be eligible for out-of-warranty paid

service.

% If the Liquid Contact Indicator on a customer’s iPad (original

iPad only) is active, ask the customer whether the product has

been in contact with liquid, and if so, whether the issue with the

product occurred at or soon after the event.

% If the customer confirms that the issue with the

product occurred at or soon after the event, the product is

not eligible for warranty coverage or, AppleCare Protection

Plan, but may be eligible for AppleCare+ (where

available), or out-of-warranty paid service.

% If the customer denies that the product was in contact

with liquid or denies that the issue with the product occurred

at or soon after the event, the product may be eligible for

warranty coverage if the functional issue is validated.

Note: The iPad warranty does not cover damage cause by contact with liquid. Refer to Apple Support article OP129: About liquid damage on iPad.

22

WARRANTY COVERAGE

Issues Covered Under Hardware Warranty

Apple’s Limited Warranty covers defects in materials and workmanship on the iPad under normal use during the warranty period. Apple’s Limited Warranty is in addition to the benefits provided to customers under existing consumer law. For details, see www.apple.com/legal/warranty.

Note: Warranty coverage may apply for customers with AppleCare+ (where available) for iPad. AppleCare+ provides coverage for up to two incidents of accidental damage through handling in addition to coverage against defects in materials and workmanship.

Issues Not Covered Under Apple's Limited Warranty

Apple’s Limited Warranty does not apply to:

% Damage caused by use with non-Apple products

% Damage caused by accident, abuse, misuse, liquid, fire,

earthquake or other external causes

% Damage caused by operating the product outside the

permitted or intended uses described by Apple

% Damage caused by service (including upgrades and

expansions) performed by anyone who is not a representative of

Apple or an Apple Authorized Service Provider (AASP)

% A product or part that has been modified to alter functionality

or capability without the written permission of Apple

% Consumable parts, such as batteries or protective coatings

designed to diminish over time, unless failure has occurred due to a

23

defect in materials or workmanship

% Cosmetic damage, including but not limited to scratches,

dents, and broken plastic on ports

% Any product on which the Apple serial number has been

removed or defaced

Specific examples of failures or damage not covered under Apple’s Limited Warranty include:

% Damage caused by intentional separation, opening, or

disassembly of enclosure

% Damage or operational failure caused by the removal and

re-insertion of external and internal screws or parts

% Damage caused by punctures or holes in the outer case

% Cracked glass or LCD resulting from external cause (see

“Service Classification Tables for Visual Damage”)

% Damage or failure caused by external force

% Damage or failure caused by liquid

% Damage or failure caused by wet or dry chemicals (such as

gasoline, acid, corrosives), dust, soil, or foreign matter

% Damage or failure caused by external heat or fire (internal

heat damage is covered unless as a result of an external cause)

% Cosmetic damage from external causes, including dents,

abrasions, scratches on case, discoloration, cracking, peeling of

metal or plastic parts of enclosure

Unauthorized Unlocking Programs

Apple has discovered that some of the unauthorized unlocking programs available on the Internet may cause irreparable damage to the iPad software. As part of the service process, Apple and providers should update the software on the iPad to the latest version. If the

24

iPad software has been modified, the iPad may be inoperable or become inoperable when the software is updated. Making unauthorized modifications to the software on the iPad violates the iPad software license agreement, and the inability to use the iPad due to unauthorized software modifications is not covered under Apple’s Limited Warranty.

Important: Regardless of the presence of unauthorized software, an iPad may still be eligible for warranty service if the failure is due to a defect in materials and workmanship.

25

Documents

idaindra.ilearning.meidaindra.ilearning.me/.../2014/09/IPAD-VISUAL-MECHA… · Web viewReplace iPad ONLY if a functional issue still exists or if the software restore fails. If applicable,