Updated : iPad 2 Very Fragile

After enjoying my Ipad 2 for my first two days I realized  how Fragile it can be. 

OtterBox iPad Cases Are Here!

The new cover looks like a piece of art but I found out it barely protects the iPad 2. I have  also noticed that the Ipads main port gives me a difficult time when removing the charging cable.

Only one Drop

While trying to remove the cable it slipped out of my hand at no more than two feet from the floor. As it hit the floor at one of its edges the screen was cracked.

After calling Apple care and getting no solution to the problem I analyzed what to do with my New Ipad 2 with a cracked screen.

For those of you who are thinking of not buying the IPAD 2 a good cover think twice. Such an expensive piece of hardware and with just one drop the money goes down the drain.

It is also terrible that Apple Products have such a huge acceptance in Puerto Rico and Apple treats us as Second Tier customers. It would be great if they could look for a reasonable solution for those that continue to buy their products.

Read my Reviews on iPad 2 Cases

Latest Updates on this Post

Images of Cracked iPad 2

The Stylish but not very protective Cover…

I am currently switching using the iPad 2 Defender Series Case  to the iPad 2 Reflex Series Case (Agility) which I received as a complimentary review sample and I highly recommend it

iPad 2 Defender Series Case iPad 2 Defender Series CaseLooking for an iPad 2 case that can ACTUALLY protect your magical new tablet? OtterBox.com has your answer, with our rugged Defender Series case! Learn more here…


iPad 2 Reflex Series Case iPad 2 Reflex Series CaseIntroducing the coolest iPad 2 case yet: The Reflex Series. Easy docking access and a dual-purpose stand/touch screen cover is all part of this amazingly innovative case. Learn more here!


January 17, 2012

Since many of you are having issues replacing your iPad’s at the Apple Store although I sincerely believe you should have them replace your iPad if they did it for me and a few other why not do it for you.  We have signed up as an affiliate of iResQ-Apple Product Repair where they might be able to fix your iPad. 

iResQ Repair

December 4, 2011

Many of you have written to me directly regarding Apple replacing my iPad free of charge. As you can see in the comments below people have written and left an update on how Apple replaced their iPad one time without cost. So before you go to an Apple Store taking the link to this post might be useful because this is an issue that Apple is more than of aware of. I get at least 100 visitors a day to this post regarding similar scenarios.

Once you get your iPad replaced it might not be a bad idea to get a good case for it I use and recommend as an affiliate Otterbox products.

If you are looking for ways to protect your iPad once you get it replaced we have created reviews and recommend the two following cases

Buy a an Otter Box Case for your iPad

March 22,2011 4pm est

I have received thanks to my friend @jcity07 and my brother @javierrcolon my Ipad replacement. I really appreciate the help and sacrifices they did to make this happen and also the Apple Store Team at Danbury, CT for making this situation and more pleasant one.

First Update

I was able to ship my iPad 2 to my brother and the awesome management of the Danbury Apple Store where able to exchange my iPad 2 for a new one. I guess once again I can say Apple takes care of me for being an early implementer. Thanks Apple. So please read below and make sure you get it a solid case I learned my lesson.

OtterBox iPad Cases Are Here!

  • http://poder5.blogspot.com Prometeo

    I hope this goes viral. Some people would swear that Apple Products are the best invention since paper.

    • http://raulcolon.net Raul Colon

      They are very practical and useful.. this one is just too fragile.

      • Robd123

        I dropped my Ipad 2 also, it slid down my leg and fell on the floor, guess what I have a 3″ crack on my new ipad. not impressed for $600.00

        • http://raulcolon.net Raul Colon


          Did you try to get it replaced? If you did what options did they give you?

          • Bpmccarthy

            Dropped iPad Apple want to charge 199.99 to repair. Only had it since February

  • http://twitter.com/Misael_TechAdv Misael López

    Y Otterbox no ha sacado aun el “Hummer” de los cases para el iPad 2, su Otterbox Defender. Stay tuned for more! :-)

  • http://twitter.com/Misael_TechAdv Misael López

    Y Otterbox no ha sacado al mercado aun el “Hummer” de los cases para el iPad 2, el Otterbox Defender. Me pongo en tu situacion y hubiese hablado en lenguas (y no de las bonitas, jajaja) Stay tuned for more! :-)

    • http://raulcolon.net Raul Colon


      Gracias por el comentario y leer el post. Lo peor fue que se cayo a no mas de 2 pies de altura ya que fue de mi escritorio al piso. Pero el propósito del post es para que no le suceda a otros.

  • Rahul Naroola

    Relax – go to the apple store and they’ll give you a new one on the spot. Of course that would only work if you lived in a country that had an apple store. :-)

    • http://raulcolon.net Raul Colon

      LOL. this has to be the funniest comment ever on my blog… You brightened my day.

    • NotAnAppleFan

      Not necessarily true. I brought my iPad 2, damage similar to the images shown above, to the Apple store in Northridge CA and they were only willing to replace it for a “minimal” $250+ fee.Doesn’t matter that their smart cover flew off when the device fell either.  

      • http://raulcolon.net Raul Colon

        I recommend you to take a print out to this and other posts as validation that they have done it for others why not for you. I still feel I got ripped off with he Smart Cover which I have no user for. 

        Good luck with getting replaced without any other cost. If I can help in any way feel free to contact me. 

      • Tvill21

        Did they let you keep the broken one? Or did you have to give it to them?

    • Coryjan

      I also dropped my IPAD 2 with the smart cover on it and the screen shattered.  First Apple told me they would replace my screen for $299 – now that I sent it off to them, they’re telling me that the “cost of the repair” would exceed the cost of a new device so I should think about purchasing a new product!  I’ve called them and the manager I spoke with said he needed to “look into it” and will call me back.  I have heard of friends going into an Apple Store and getting one complimentary screen replacement and so far they’re doing nothing for me even though in the last three years I’ve purchased three iphones, one I-MAC and printer from apple, three ipods for gifts as well as a number of accessories and now they”re basically telling me I’m screwed!  HELP

      • http://raulcolon.net Raul Colon


        Why don’t you send them this link. there are many of us that got a replacement. Maybe have them send you back the device and walk into an apple store. 

      • Smokiegmm

        can i but it ?

    • Jasperfionn

      I got a new one for $350.  There should be a law against Apple!

  • http://twitter.com/NelsonBermejo Nelson Bermejo 

    Mano no sabes cuanto sufri al leer este post. Ver tu nuevo iPad asi es algo desgarrador LOL en serio desde hoy no saco el mio de su camita.

    • http://raulcolon.net Raul Colon

      Solo asegurate de comprarle un cover que la cubra completa yo cometi el error y se cayo de no menos de 2 pies de altura…

  • Anonymous

    Qué fallo, líder

    • http://raulcolon.net Raul Colon

      Gracias por compartirlo.. :)

  • Pureblood93

    donde la conseguiste? me he matado buscando en varias tiendas y no la tienen disponible. =/

    • http://raulcolon.net Raul Colon

      Lo compre en el Pop Store que Apple Abrio en Austin, TX durante SXSW

  • http://twitter.com/LouisPagan Louis Pagan

    Ouch, this hurts…fixable, and at least it still works

    • http://raulcolon.net Raul Colon

      Well Apple said that for a small fee of $350 they could get it fixed if I lived Stateside.. Only solution they gave me as of right now.

  • http://www.facebook.com/jetfreak Rafael O. Soto

    I’m so sorry to see this! Keep trying with another customer service rep who may give you a better solution.

    • http://raulcolon.net Raul Colon

      I sent my Ipad out to Connecticut to see if at the Apple Store they can help me out.

  • Zompei

    Apple saved lots of money producing there new ipad2 less metal and cheaper glass to fragile and for there secretive announcing leaves ya without a case to protect it
    If I was you I buy the iPad 1 better quality and believe the hype on the dual memory my old Mac mini runs faster then the new iMac

    • http://raulcolon.net Raul Colon


      I am a proud owner of an Ipad 1 which thankfully I did not sell forward. Thanks for the advice I have to agree that ipad 1 is a lot more practical than the ipad 2.

  • Anonymous

    iPad. iPad! Not Ipad. :)

    I’m glad you were able to get this taken care off without any problems!

    • http://raulcolon.net Raul Colon


      Thanks… There where minor issues being that as Puerto Rico residents Apple does put us on another tier in relation to customer service. But I worked my way around it with the help of others and found a solution.

      • Anonymous

        I don’t know if I would agree with that wording, but that’s just me being pedantic. There IS a lack of service in the island, after all.

        Any Apple customer gets top notch service at any of their stores, as we can see from your experience. The same goes the other way – any 48 lower states resident who finds himself in need of Apple support in Puerto Rico (let’s say, on vacation?) will have trouble getting the same level of support in Puerto Rico as they are used to at an Apple Store.

        But that’s just it – we just don’t have a local Apple Store. There are many places far away from Apple Stores that find themselves in the same situation: they can only deal with whatever Apple resellers happen to be in the area.

        These resellers seems to stand in for Apple until the area gets its own Store. There’s not much value they can offer over Apple, other than being there before Apple.

        We really need a store here in Puerto Rico, and we also need to get the status resolved: you may recall that the iPhone wasn’t available in PR until 2008 due in part to the struggle between AT&T and America Móvil (one had the exclusive right for the iPhone in the USA, the other for Latin America; Apple considered PR as Latin America, while AT&T considers it USA). That may have been resolved (AT&T won that fight) but even as iTunes lets us buy from their USA store, the online Apple Store still considers PR as Latin America and won’t ship. Ridiculous when you consider other far away countries can still buy from an online Apple Store, but our unique limbo status keeps us out of the game.

        I heard that Best Buy would get their own Apple-certified Genius Bars. That might help… if they implement them in Puerto Rico.

        • http://raulcolon.net Raul Colon

          I guess we have to depend on Best Buy which also needs to revamp their customer service. But I think it is all about semantics you are on the same page as I am.

  • Leleaw
    • http://raulcolon.net Raul Colon

      I will enclose the video as part of this post. Sad that it happened. Did you go to an Apple Store

  • Ruizis
    • http://raulcolon.net Raul Colon

      Gracias pero resolvi!

  • Sindeesavage

    I just had my screen crack when having the cover on as well! Did you have apple care when they replaced yours?

    • http://raulcolon.net Raul Colon

      I bought a new case at JFK but Apple Care did not serve me I had someone take it to the Apple Store and they exchanged it.

  • @Clandrea

    Entiendo perfectamente tu situación, Raúl. Aquí en Chile pasaría lo mismo. Los Apple sellers solo hacen eso, y el servicio es francamente vergonzoso, la única opción es USA. Me alegro que hayas solucionado la situación de tu iPad2, que increíble la fragilidad! No lo hubiera imaginado nunca. ¿Qué tipo de cover tienes ahora para el nuevo? Porque aparentemente el lindo cover que yo hubiera elegido no lo protege! Qué dijo Apple respecto a eso? Porque el objetivo de un cover es proteger la cubierta y claramente por tu situación y otras que he visto ya, no lo consigue, que decepcionante…

    • http://raulcolon.net Raul Colon

      Tristemente esas empresas de Latino America ahora estan en Puerto Rico tambien representatndo a Apple de mal manera.

      Compre un cover el cual voy a hacer un review de el ya que lo compre el Lunes pasado tan pronto tenga el post lo subo y lo publico aqui.

      Gracias por comentar!

  • Stustanton

    That’s a nice story but Apple just charged me $400.50 for my replacement. 

    That not three weeks after I shelled out for the 32GB with 3G and 3-years of Apple care, plus extra for the fancy protective cover with the magnets. No protection at all. What’s the need for a scratch cover and 3-years of Apple-care coverage for something so delicate that it’s life expectancy is measured in weeks? It’s too delicate and far too slippery. 

    I might say, however, that this isn’t customary of Apple; not at all.  Not for my old Apple II Plus or my b&w Macintosh, or my SE-30 Macintosh or my old Color Macintosh or my two iMac DV or my two colorful little laptops (whatever they were called), or for my two G3 iBook or my iMac or my black MacBook or my G4 iBook or my MacAir or my two MacBook Pros; or my iTV1 and iTV2 or that time machine thingy, or any of those 3 MacMinis I do my books on, or my iPad1 or any of a whole pot-full of iPods (including the new one with that wonderful FaceTime that made my wife buy one for each of our adult children).  (Whew, that’s quite a sentence.).  I loved them all!   I promise from experience, this slippery and delicate demon trap isn’t Apple-Like. They’ll fix it. 

    Done from my iPad II

    • http://raulcolon.net Raul Colon

      As you can see many other people where on your boat. I really think you have a good case to recover your money from Apple use me as an example. You paid too much or more than you had too.

      If I can be of any help let me know!

    • Jasperfionn

      I hate Apple.  My IPAD 2 broke within 24 hours.  It slipped from my hand and the screen cracked.  shards of glass pierced my hand (I can’t believe what Apple does is even legal.  This is my first and last experience with Apple.  Obviously Apple is all about creating an illusion and creating a shoddy product.  Shame on you, Apple.  I am so sorry I drank from the Apple kool-aid.

      Out over $1000 for this terrible IPAD and the $350 repair bill.

  • Alexworden

    Juat Dropped my iPad 2 as I was getting out of the car. 1st drop onto Tarmac and the screen is shattered. Totally lame. Apple will get a bad reputation very quickly I’d these things are so fragile. Well, I Learned the hard way but at least I know to sell my Apple stock now!

    • Alexworden

      That should read “1 ft drop…”

    • http://raulcolon.net Raul Colon


      Did you speak with Apple. Try going to the apple store collect as much evidence as you can (feel free to use me as a reference by taking the link to this post and the other ones where people have complained about the same issue).

      I hope you can resolve this without any more money coming out of your pocket.

      • Martaalfaro

        Raul, A mi me ha pasado lo mismo, y tambien vivo en Danbury, CT. Mi ipad tiene 2 dias, y por supuesto el Smart cover. He llamado por telefono y me han dicho que es “accidental damage ” y que no cubre la garantia. Me puedes aconsejar por favor algo?, que les tengo que recalcar para que me lo cambien gratis?, hay a alguien en especial que te ayudo a ti y yo me pueda dirigir?. Muchas gracias por tu ayuda. Saludos. Marta

        • http://raulcolon.net Raul Colon


          Lo que te recomiendo es que imprimas este post y se lo lleves. Como evidencia. No recuerdo quien exactamente me ayudo pero puedes usarlo de ejemplo para que ellos te resuelvan. 

          Tratare de buscar en mis anotaciones de hace dos meses pero no recuerdo el nombre de la persona. 

          Ya que me lo cambiaron a mi ellos establecieron un precedente. Tambien comparte tu historia en youtube y con gusto la subo aca para que te des mas valor. A este blog al menos entran como 100 personas con la misma duda. Enviame tu info a http://raulcolon.net/contact/

          • Martaalfaro

            Me gustaria compartir que siguiendo Los consejos de Raul, a mi tambien me cambiaron el IPad por uno nuevo, sin ningun costo. Muchisimas gracias Raul por tu ayuda. Muy agradecida . Hasta siempre.

  • Tjmcgreevy

    Mine was not even dropped and it was in my briefcase when I SET it on the a concrete floor. But yes, it cracked in one corner and that crack made an arc over to the other corner. Are you telling this forum that the Apple Store will replace it for no cost? I have AppleCare but I don’t get the impression now that is covers glass. I bought this iPad 2 at the online Apple Store the day it was introduced, March 11, 2011, by the way…

    • http://raulcolon.net Raul Colon


      We have seen different stories on apple charging some people and not charging others. I can speak for myself that although they made it a project I got them to replace it for no charge.

      Keep us updated on your story! I would use this post as an example to apple so they don’t charge you for yours!

  • Teddychabot

    I didn’t drop my Ipad 2, but I did notice a couple of very small lines on it which looked like tiny rainbows on the screen. I figured it was something wrong with pixels on the display, but when I took it to my local Apple store, one of the guys said that they were scratches. “Scratches?,” I said. “Scratches from what?” No idea how the scratches got there – been sitting in my bedside table drawer when not in use, and hasn’t been out of the house. After getting an appointment with one of the genius bar guys, he promptly swapped it out for a new one. “Lines were probably there when you bought it and you just didn’t notice.” I suppose, but I don’t think so. Very nice, however, that they swapped it out.

    Another story: A friend of mine dropped his Ipad 2 last week and had the screen shatter. He took it in to get a replacement screen, and they just swapped out the entire unit for free. Even after he explained that he had dropped it.

    When we discussed these stories at a dinner party last night, one of the lawyers in attendance (not a litigator, though) said that she bets that they’re having some sort of systematic problems. Their willingness to swap out units with cracks, scratches, etc. suggests, to her, that they have some sort of quality control issues that they’re trying to head off at the pass.

  • John Mckay

    Mine was cracked this morning when I started to use it.  I have the magnetic cover.  It slid “slowly” off of my passenger seat this morning while I was breaking for traffic.

    Also, The magnetic cover is a dust and grit trap.  The only scratch on the screen over the month or two I have had it was from grit I felt underneath the cover when I picked it up once at the park.  Look at it closely and there seems to always be something stuck to the cover on the inside.

  • John Mckay

    One more thing.  I was an early adopter of Kindle.  The screens on those broke very easily.  They replaced some but not others and their was no system behind the policy.  No consistency.  I was pretty upset by it and continued to write managers about selling these devices with a true replacement plan.  The real world is demanding on portable electronics. 
    The phone companies have replacement warranties in general.  After a lot of bitching Amazon made a deal with Square Trade to offer replacements for cracked screens.  I put a square trade warranty on my IPad after receiving it.

    • John Mckay

      The rest of the Story.  I called Apple and explained my cracked screen situation. the rep was a pleasure to talk with but my hopes for replacement came down to one of two things”
      Was the screen shattered?  Or was the screen cracked with a single non-branching line.  The rep told me it was doubtful I would get a replacement if the screen was shattered or multiple veins existed in the crack. Apparently that is a measure of carelessness and accident verses ?  They didn’t say.  I got an appointment to the Genius Bar and after waiting 30 minutes someone took my 64 gig, 3G, WiFi pad 2 in the backromm for an examination.  It passed!

      They agreed to replace it but had no replacement units.  I came back a week later and somhow they had ordered 2 replacements  with my name….. I left with one of them.  Service was great considering the crowd in the store on both ocaasions.

      Apple at this time will replace a cracked screen which passes an examination that attempts to reassure bad handling or abuse occurred.  For me that was defined by a crack that appeared as a single line across the screen with no obvious dents / dings on the cover or side.

      Happy ending….. except I lost my iphone 4 the week before on a kayak fishing trip and needed a phone.  I got a Windows 7 phone to try before iPhone 5 comes out.   I get more delight out of the windows phone more than the iPhone 4 at this early juncture.

      • http://raulcolon.net Raul Colon

        I know a few people who are very happy with their windows phone. 

        It is great that you got it replaced. Thanks for stopping by! 

  • Blah

    The Apple Store quickly replaced my Ipad 2 with a cracked screen at no cost. My only suggestion would be to walk in with a smile and be polite! :)

    And…get a more protective cover…something I found out afterwards. >.<

  • Ann

    I have a similiar problem, only it didn’t fall onto anything, simply put it down n a table and the next day when using it noticed the screen was shatered. How did you get Apple to honor the warranty?

    • http://raulcolon.net Raul Colon


      I would take this same post as a reference. Many people have stated here and in other blog posts on the subject that Apple did replace their iPad with a new one no cost to the person. 

      Keep me updated! 

  • Jcorn59483

    Lucked out. Got a free one and bought an otter box protector.

  • Ykblauvelt

    My daughter dropped my iPad2 and the screen shattered really badly. I called Apple and they said they’d replace it for $350, but 2 days later I’ve had it returned to me and they say it is irreparably damaged and they will not repair/replace. It still works, but the glass shaves off, so I can’t practically use it. Is it worth taking it in to the store? Suggestions?

    • http://raulcolon.net Raul Colon

      Take a look at the rest of the thread and see where they have exchanged other iPads for a few others. Take this link or print it out. Let them know they did it for me and others and that will practically change their mind. 

  • Ykblauvelt

    Thanks so much for your advice. I went to the Apple Store yesterday and they gave me a brand new replacement – no questions asked – totally free. I’m over the moon!

    • Coryjan

      where do you live?

  • Janecsampson

    My ipad 2 has developed a crack from the on off button to the edge.It has never been dropped or roughly handled I am very protective of it.Do you think Apple will replace free of charge?

    • http://raulcolon.net Raul Colon

      Yes they will replace it free of charge. Especially if it has not been dropped. 

  • Jc_mendez25


    I bought an iPad 2 exactly a week ago from today and the following my Son grabs it by the smart cover and drops it in front of my eyes! I read your blog vefore going into the Apple Store here in Las Vegas so I was very optimistic going in knowing they could replace mine even tho it was my fault and sure enough! The process was painless! The young lady that helped me out understood what happened, never made me feel like a total loser and said that I have one time exchange free of charge on ANY Apple Product and she would be more than Happy to help me out. I never lied to her, I was always honest and that is by far the best thing that anybody can do. She suggested a few tips to prevent this from happening (third party protective cases) and also a friend of mine suggested to put a warranty on it at squaretrade.com! Sure is worth!
    Raul thank you so much for the blog, truly helped me out!

    -Javier Mendez.

    • http://raulcolon.net Raul Colon


      I am very glad that your iPad got replaced. In my case I am using an Otterbox Defender. 
      iPad 2 Otterbox Defender Case – Review
      They just came out with the Reflex series which is a lighter and very protective piece as soon as I receive it will be posting a review on the piece. 

      Very happy once again and thanks for the extra info. 

  • Emmik

    My iPad 2 was on my night stand and my alarm clock was next to it and fell on it and cracked the screen I don’t have the protection plan and when I called apple they said cost to replace it was about $300 will they fix it free of charge

    • http://raulcolon.net Raul Colon


      As you might read on the other threads Apple does have a one time free of charge exchange but I would go directly into an Apple store. 

      best regards, 

      • Emmik

        Thanks i replaced my iPad 4 times already

      • Prakash Mani

        this is not true …. today i went to apple store they asking me $300 to replace with new IPad

        may be peoples here giving false statement .. is anywhere documented in apple terms and conditions? Hate apple

  • Strongsidejedi

    My screen cracked after falling only 4 inches from my hand onto the desk! Holy smokes! Apple is lying when they talk about robust hardware. This was my first Apple purchase in 20 years and now I know why.

  • Ex engineer pissed off

    Additional comments on the iPad2-
    it turns out that there is a screen standard for the Tablet PC devices.
    Many of the Tablet PC and Windows7 compatible touch screens are using Guerrilla Glass.
    The URL above has a list of the electronics manufacturers who are using this glass technology.
    I noticed that Apple, Inc. is NOT on the vendor list.
    Before Apple goes out and starts using the terms “robust”, would it not improve Apple to adapt the User Agreements such that buyers like me can be aware of the impact resistance or lack thereof?

    The situation is that the iPad2 uses glass as the screen.  The iPhone and the iPod also use glass.  Apple does NOT use Guerrilla Glass.  Therefore, when you drop an iPhone, iPod, or an iPad, there is much higher likelihood of screen shatter and damage being done.

    In my case, the iPad was simply in my hands being used.  I was holding the device by the “protective” cover which is sold as an add-on for the product.  I had specifically asked the “genius” who was selling me this device about impact resistance.  20 Years ago I had purchased several early PowerBooks for use in a business setting.  I lost the development work I had done at that time when the Powerbook battery was insufficient to keep powering the laptop and a person tripped over the powercord causing my laptop to fall on its side from 4 feet up on a table.  The screen shattered and I had no opportunity to get any corrective action from Apple for the problem.

    Fast forward 20 years.  For the past 20 years I have been using only Microsoft software and only PC related products from HP, Dell, and a variety of small asian manufacturers.  I return to Apple out of frustration with the MSFT OS’s constant need for updates.

    My experience was that upon walking into the well-organized Apple Store, the sales person was asked specifically about impact resistance of the product.  I never received a clear answer from the sales person, other than that the product was metallic in back and would be able to handle small falls or drops.
    Well, the drop last night was only 4 inches.  I was holding the device by the cover that Apple sells and with my fingers on the tablet.  As I was flipping the device over 180 to stand, the device detached from the magnets in the cover.  The device fell screen down onto a clock radio on my desk.  The entire corner of the iPad2 became fractured with small edges appearing in the surface.Attention:  You can not use an iPad2 with a fractured screen because your finger would need to cross the cut glass.

    Upon returning to the Apple Store where I bought the device, I requested to speak with a manager.  The initial response of the manager was not helpful.  She was confrontational and argumentative.  Her early response was “Apple is not responsible for you dropping your iPad.”
    Well, no duh sweetie, but that’s NOT the issue.  The issue is that your company sold me this device when I specifically asked about (1) Impact resistance from small falls, and (2) in the sales pitch stated that the device could handle falls.  In this case the fall was only 4″ and it still fractured!

    She then argued that the store does not do returns and exchanges and that I should have known that the glass would break.
    I stated to her that the breakage was not understood.  Specifically, because there are several different glass technologies available, the impact resistance of the device is a clear issue.  I specifically asked about this issue due to my prior experience with Apple products from 20 years ago.  I was assured that a small drop would not create a problem. 

    I went around and around this manager for some time at the front of the store.  Frankly, I found her responsiveness to be confrontational, frustrating, and inappropriate.  Instead of listening to a knowledgable customer / client, she took an attitude of defensive position arguing with me.  She repeatedly stated that “I don’t see why you are blaming Apple for your dropping the product.”
    This was infuriating to me, as I repeated stated to her (by the end of the interaction I had to repeat this to her about 5 times) that I was not holding the store responsible for a 4 inch drop.
    I AM holding Apple responsible for failure to respond to a legitimate use and a selling tactic which utterly fails to state that their product uses glass on the screen which is subject to shatter.  She argued about why I would think it wasn’t glass.  Well, lady, after I work in scientific labs for 30 years, there are alot of things that cover something in a transparent fashion, including many different acryllics, plastics, resins, and glass composites. 
    I later argued with her about the durability of the equipment.
    How in the hell can Apple pass off their EULA about “legitimate use” when in fact these people are walking into Apple stores having their $500-$1100 product damaged in “Legitimate Use” and yet NO response from Apple???  Engineers at Apple should be better able to do impact resistance.  The reality is that a whole boatload of electronic manufacturers are on board with Guerrilla glass.
    My wife’s own Samsung Windows 7 phone has been dropped in its plastic shell several times and no breakage.
    In the office, I have seen many people wtih broken iPhones.

    This iPad experience is just reflective of the sales pitch mentality when the device just isn’t “robust” enough to handle daily use.

    By the way, still no refund and still no correction.  I have to wait days to find out if they will get another device to replace it.

    The manager then sits me at the “Genius” bar to lecture me about impact resistant glass.
    For christ sake, I worked on the windows on the space shuttle lady.  Shut up.

    • Rickyp

      Really…you sound like a douche..just don’t drop it, problem solved.

  • Rosem Vasquez

    Hi Raul, I also sent you a tweet regarding this so I apologize for the redundancy.  I was given an iPad2 in June for my birthday with a 3 month warranty.  About 2 weeks ago around 6:30 am (after daylight savings time) one of my cats went outside unsupervised (I live in the Olympic Rain Forrest) and she was mauled by a predatory animal or raptor.  I had been sitting in my home office (which is carpeted) working on my iPad (which has a cover) when I heard the most dreadful agonizing sounds coming from outside.  I knew my cat was hurt and in pain and I ran out to help her etc.  She is better now but at some point my glass shattered in the upper half of iPad screen that resembles a cobweb.  I don’t know what I did – presumably tossed it aside. Today I called the Apple store in Seattle & spoke to 2 different people who checked with their supervisors & I was told the damage was caused by me and it would cost $269 to fix.  Where is this policy of first cracked glass free and do you think it makes a difference because I am no longer on warranty?

    • http://raulcolon.net Raul Colon


      Given how fragile the glass is I would recommend going to the Apple Store and handing them this post or linking to it in any way because many of us have had our iPad replaced one time. 

      Once you get it replaced make sure you get a cover for it. I phone your cat is doing well. 

  • Lzimmer24

    my daughter dropped my IPAD2 on thanksgiving day and it’s cracked like a spider web on one side. I only had it one week. I went to apple today and they said it will cost $269 to replace! Basically they said “sorry about your luck” !! wtf!  Forget that! I will do it myself! 

    • http://raulcolon.net Raul Colon

      Wao so sad to hear about the iPad. If you just recently got your iPad I would go to the Apple Store with this same post where many of us have had our iPad replaced one time complimentary exchange. 

      It has worked for many if I can help in any other way feel free to ask! 

      • Rico

        hey raul. I just have a few questions so what i did was drop my ipad 2 at school. I bought the apple care for 2 years when i bought the ipad 2. so now its cracked do u think they will give me a repair/replacement for free. If so what tactics can i use to get my ipad 2 replaced (btw im from CANADA!)

        • http://raulcolon.net Raul Colon


          I think your best bet is to go into an Apple Store and let them know that is has been replaced for other clients for free why would they not change it for you. 

          Like I have recommended take this post or its link as evidence so they can see they have done it for others! 

    • Esox52

      I picked up  a iPad for my wife at Walmart and my son dropped it 3 days after I bought it. Went to the Apple store Yep $269  to fix it and sorry about your luck. On the way home I was talking to my wife and asked her to call Walmart. She did and they said bring it in with your receipt and we’ll exchange it. took it into the store and walked out with a new one 10 minutes later, got to love that

  • Bgray21

    My wife’s iPad shattered IN an Otterbox case. The Apple store kindly offered to take it and give us a new iPad for only $270! I said no way, I’ll replace the glass myself.

    So free replacements for some, none for the rest! It’s a great system.

  • Nursejess1974

    I bought my iPad2 last week and also purchased the Otter Box Defender case too. My infant knocked the iPad off of the end table with the case on it….first drop and the screen broke on the corner like the others on here. Not quite as bad, but still broken, should I attempt Best Buy first or go straight to an apple store? We do not have an Apple store in my town. If the Defender won’t even protect the iPad, I wonder if anything will!

  • Ayakoyoshida416

    I went to 2 apple store today and both said they changed their policy about a month ago and no exception can be made to exchange any damaged iPad… Anybody tried recently?

    • http://raulcolon.net Raul Colon

      They never have admitted of the policy. I would be a bit more aggressive and have them change the iPad 2 at no cost to you. 

      Please let us know if you attempt again! 

      Apple knows how weak and fragile the iPad 2 is so don’t take that response make them change it. 

  • SPD

    My 6th grader shattered the screen on her IPad.  Went into Apple Store in Walnut Creek last night.  Told her the truth about what happened, that she had been living with it for several months as a life lesson and asked if there was anything that she could do for us.  Employee went in the back for 15 minutes and came out and quoted the $400 cost to replace the screen.  Life lesson indeed.  

    • http://raulcolon.net Raul Colon


      Someone that had the same issue a few days ago went back as I recommended and Apple did exchange the iPad at no cost. Don’t give up! 

  • Sigi

    Last night my wife’s iPad 2 screen shattered when it fell 28″ off of a kitchen countertop onto the floor.  The magnetic protective cover was on it and it was sitting next to a cast iron frying pan.  When she picked up the frying pan, the magnet on the case was strong enough to drag the iPad, but not strong enough to pick it up.  The iPad dropped off of the counter onto  floor.

  • Dragoxs88

    I went to the Apple store in Soho New York City and they told me that they changed the policy on free first time exchanges on IPad2. I even showed them your website and a couple of other posts about people getting their cracked IPad2 exchanges but they still wouldn’t give me an exchange.What should I do at this point?

    • http://raulcolon.net Raul Colon

      Don’t give up! Someone two weeks ago after the suppose change in policy had the same issue. She returned again and made the case that why was she lesser of a customer than me or the others that got the iPad exchanged and they went ahead and exchanged it. Keep on trying. Try a different store. 

      If I can be of any other help feel free to contact me http://raulcolon.net/contact

      • Dragoxs88

        I went to the same store two times talking to different people and also the store manager, but they all said the policy changed. Tomorrow I will try another Apple store, hopefully it will be different.

  • HappyMama

    Got mine replaced FREE of charge.  Thanks to this blog!  Got the usual $269 quote, but was polite and thankfully the next person to help me was kind and understanding.  My cover slipped off too…already ordered protective screen cover and foam case.  Does anyone know of a cover that prevents the glass from breaking?

    • Dragoxs88

      Hey, I am facing the same problem you had, which Apple store did you go to ?

    • http://raulcolon.net Raul Colon

      The Defender which I have a link to it above (affiliate I do get 10% commissions on any one who buys it) iPad Defender Series Case does a great job a protecting the iPad 2 it also has a forward facing cover you can place over the glass when not in use and transporting your iPad.  If you have any further questions feel free to ask! Glad this post was of us! 

    • http://pulse.yahoo.com/_KIEUYXZPX522IIIU7M3XHSEHZ4 Michael

      Did you go to another store or speak to someone else in the same store, My son was carrying it out to the car it had a case but the corners appear to be the achiles heal, and it shattered. I am going to go to the apple store but was wondering did you have apple care, what did you say.

  • Dragoxs88

    I went to three separate Apple store here in New York, they all say your website is an unaccredited source. “won’t take something that anyone can post in online as proof of evidence.” I even showed them proof that i found in their own Apple forums about people that got their Ipad replaced, but still they slapped me with “the policy has changed” when they claim that there has never been an official one time courtesy policy! How can there be a change to a policy when there has never been one?

    • http://raulcolon.net Raul Colon

      It might be a good idea of you document them either via video or some way else. The funny thing I am not sure if they handed my brother a receipt when they exchanged it for free. 

      I have been blogging for quite a while and my reputation is something I value dearly. Send me your contact info and next time you go to a store they can go into my account and see that an exchange was made. If you see resistance into going towards these efforts you clearly know they are B.S. you. 

      I guess Apple is taking the Dell approach many years ago where they did not listen to what was happening in blogs! 

      • Dragoxs88

        I submitted it via your http://raulcolon.net/contact/ 

  • Rachael

    I have had my iPad 2 for 1 week and the screen cracked last night. I took it to the Murray Utah store and they quoted me $329 to get a new one. I knw someone that went to that same store last week and they gave them a new one for $100. I called the 800# and explained how so many people have been getting replacements and that they really need to be consistent with their policy as its bad customer service. The employee agreed and told me to try a couple other stores as they leave it up to the manager to decide. Such crap obviously there is an issue the screens on the iPad 2 with so many people’s breaking.

    • http://raulcolon.net Raul Colon

      I get more than 100 visits a day on this blog which is not very well known on this article. Which means many people have had the same issue. 

      I have to say that this post has approximately more than 20,000 views mostly of people typing in keywords related towards their iPad breaking on the first fall. 

  • Anonymous

    Hi, my Ipad 2 screen broke a few days ago also! Slipped out of my hands and hit the carpet from about 12 inches high and cracked! I couldn’t believe it! I will contact Best Buy today based on all I see in this thread. To me, it appears to be a defect in the tempering process in manufacturing of the digitizer component.


    • http://raulcolon.net Raul Colon

      Not sure what Best Buy could do but I would go to an apple store and make them exchange it. 

      • chinderer

        Mine just dropped and broke as well!  I bought at Best Buy.  Please let us know if anyone is successful taking their Ipad2 to Apple eventhough it was not purchased at the Apple Store.  Thanks!

  • tanya

    I bought my daughter an Ipad 2 for Christmas after much  begging from her.. I played it this afternoon and the screen was great. Took it to my moms and opened it up and the glass was cracked from top to bottom within 30 minutes it had cracked from side to side. It was not dropped, jarred, or anything dropped on top of it. I am an hour away from any apple store. Has anyone heard of this happening without a drop? Not sure if the Apple store will replace or fix it..

    • http://raulcolon.net Raul Colon

      Yes I remember seeing a few cases of that a few months ago. They will definitely exchange it if you did not drop it. 

      • tanya

        I purchased it at Best Buy.. So I should definately take it to the Apple store? Thanks so much for your response.. I was so sick when I opened it up and found it..

    • Lici

      my son’s iPad 2 (which he received at Christmas) had the same issue.
      he was sitting right next to me on the couch when it cracked….no drops, no warning–just a crack from the corner all the way across the screen.

      Apple sold me the warranty and it is obviously of no use.

      I am currently waiting on a GOOD OtterBox Defender cover in hopes that it will stop future trips to Apple.

      on another note-after reading this blog i will be trying to get the free replacement

    • Aurora Solomon

      After having my ipad 3 for a year to the month my ipad started getting really, really hot when using or charging. I had to put pillows between my legs and the ipad when using it.

      Then, all of a sudden my screen split in two. It still works, still gets hot when using or charging and still of course has a cracked screen.

      I did not drop it. The crack came from overheating. I was told they would replace it for $300 with a used ipad…UNBELIEVABLE!

      They said according to their test my ipad never got too hot, hum I wonder what cracked the screen.

  • Orbitflock

    That was exactly the same thing happened to my iPad 2 which is only a few month old and a gift to me. I want to get it fixed. Sad part is theres no Apple Store here in Philippines, only authorized resellers, so I don’t think that I will get a free replacement. How much do you think will it cost to replace the screen? Tips and advices are highly appreciated.

  • Dkish

    1 week old ipad2 got cracked when it hit plastic file container from less than a foot.. Apple store wants 265 $ .. Worst experience with Apple product after 3 years of converting to Apple fan boy.. I forced few of my friends to buying Macs.. I will not be advocating Apple products so vociferously any more

  • Very pissed at iPad screens.

    My iPad 2 screen is S H A T T E R E D. Literally. It still works, it’s just the digitizer. How much would it cost to fix it? You think you could give me a range? I don’t have a warranty, and I already used up my free year warranty…

    • http://raulcolon.net Raul Colon

      I should be in the range of 299+. 

      This affiliate link iResQ-Apple Product Repair might be an option. 

      Was this the iPad 1?

  • Giovalinda

    Hi Raul, I have an iPad 2 and it has a crack on the bottom left hand corner. I called apple but they want to charge me $265 to repair or I can go into an Apple store and they might be able to replace it. Do you think they will replace it for me? In my case the iPad was not droped. There are dents to it only the bottom left corner has an impact like crack. I think I held on it too tight and caused the crack. I know for a fact that nothing has been droped on it either. Any info is greatly appreciated. Thank you.

    • Giovalinda

      I meant to say there are NO dents to it. The only problem is the crack on the left hand side.

  • http://www.facebook.com/jessica.m.shaffer Jess Shaffer

    Just yesterday my iPad 2 was cracked on a flight from Miami to DC. I went into my local MAC store, and they replaced a YEAR old pad without warranty. Why? Well, I explained that I was carrying my pad in a carry on bag (with it’s case,) and because of the pressure on the upper cabin, I can only assume that it might have caused the crack on the screen. When I spoke to the lady who worked there, she told me that incidental falls, or dropping an ipad is not covered to be replaced – BUT – if the product should incur some sort of pressure (like in my case,) they assume the product is defective and replace it. I am very happy that they did this for me, as I was very upset that this happened. Mac isn’t too bad – they didn’t have to replace this one for me, but they did – and I am very grateful. :)

  • Tamika Russell

    I have read through the comments and I am so nervous to go to the apple store in regards to my cracked screen.  If they do not swap it out free of charge…..I may go nutts on the manager.  I recently purchased 2 ipad 2’s with cases, and was thinking about upgrading to the ipad3’s.  I am not sure how I am going to make a sale with a cracked screen, or even if I want to pay the money for the ipad3.  I can’t believe I have payed soooo much money for something so slippery, flimsy, and fragile.  This is no bueno!

  • Daly7

    If you don’t get any satisfaction from the Apple stores for accidental screen damage and you have AppleCare on your iPad, try calling the 1800APLCARE number. They will most likely tell you that the cost will be $269 for a screen replacement. Be persistent (but nice) and ask to speak with someone who might be able to help you. I did, and spoke with a supervisor who asked me to send her some pictures of my iPad. She said that, since my iPad was in otherwise great shape and I had no previous replacements, she would do a one-time free replacement. She called my local Apple store (where I had previously been told it would cost me $269) and made sure the replacement could be done there. She even set up a Genius Bar appointment for me. I don’t know if all Apple reps will be this helpful, but it’s worth a try if you have AppleCare.

    My complaint with Apple is not so much about the arbitrarily offered one-time free replacement, but about the change from AppleCare to AppleCare+. The same iPad 2 bought 6 months ago is not eligle for the 2 $49 no-questions-asked replacements. Same model of iPad, but we get treated differently because we bought our iPads before they offered AppleCare+. I think Apple should give any older AppleCare customers the same $49 replacement option that they offer new AppleCare+ customers. Yes, AppleCare+ does cost $20 more, but I don’t think Apple should quibble about that.

  • Dtx

    Hi Raul,

    It’s interesting to read the postings here cuz my IPad 3 just dropped this afternoon and the screen cracked despite having a cover. I was v upset at the Apple service center when told to pay S$600 for a replacement. I told them that it’s a ripoff as this is clearly a design/quality problem. They advised that the product will be under reviewed and to let me know if it will be replaced for free.

  • Dtx

    Rual, the Apple Center has refused to replace my IPad….any advice for me?

    • http://raulcolon.net Raul Colon

      Which apple center did you visit?

    • http://raulcolon.net Raul Colon

      Do you have pictures of your broken ipad?