Apple Support : extreme customer testing
I have had an ongoing issue with my iPad Pro 11″: Sometimes the device won’t scroll if I touch the screen and move my finger. There is more detail to it, but that’s not the important part of this post.
I’ve contacted apple twice about this issue, the first time they created a repair request and accepted my iPad, they held it for two days and I had a back and forth with their repair staff with detailed descriptions of the issue and my instructions on how to reproduce. Eventually they returned the iPad to me without any repairs performed. The device was factory reset (as is standard) and I was told that if the issue reoccured I should contact apple again.
I set up the iPad as new, no restore at all, and installed only the apps I use regularly, the device worked perfectly normally for about three weeks, then the issue started to occur again.
I contact apple support once more, and was immediately escalated, and told that my iPad had been flagged by engineering for review if the issue occurred again. I submitted videos (both screen recordings and videos made with my phone) of the issue occurring over a few days, and was told that engineering would likely request my iPad to be replaced.
Instead, I have been asked to restore the iPad to factory once again and slowly add software (one account or app) every day until I see the issue again, keeping detailed notes of what I have done. This seems way outside the realm of acceptable customer testing to me, this would tie up the device for at least a few weeks with software installs, while it’s operating at a serious deficit since the entire “killer feature” of the iPad is to have apps and iCloud and whatnot. I admit, the 11″ iPad is the first one that I’ve ever had to contact support about, so I’m not familiar with the process.
Does anyone have advice or experience dealing with apple iPad support? Has anyone had them ask this sort of extreme end-user debugging before?