I recently brought my 12.9-inch M1 iPad…
I recently brought my 12.9-inch M1 iPad Pro 1TB in for repair after the glass cracked around the corner of the bezel. The damage was confined to the glass and the original LCD/display was still working perfectly, so I appreciated that they initially suggested replacing the glass alone rather than immediately recommending a much more expensive complete screen replacement.
Following the initial glass repair, an issue became apparent with Apple Pencil responsiveness on certain parts of the screen.
This is where I think the company really demonstrated the quality of its customer service.
Rather than arguing about the issue or telling me that nothing more could be done, they took the device back and investigated it. They subsequently decided to replace the entire screen assembly for me at no additional cost, despite this being a significantly more expensive repair.
After the replacement screen was installed, they also discovered an intermittent issue with Face ID. They contacted me about it before collection rather than simply returning the device and hoping I would not notice. They continued investigating the problem until they were satisfied with the repair.
I have now received the iPad back and everything is working properly again: the screen, touch response, Apple Pencil 2 and Face ID are all functioning as they should.
I think this is worth highlighting because electronic repairs can sometimes develop unexpected complications, particularly on sophisticated devices such as an iPad Pro. What matters to me is how the company responds when that happens.
In this case, they stood behind their workmanship, accepted responsibility for resolving the problems, absorbed the additional repair cost and continued working on the device until everything was functioning correctly again.
That gave me a lot of confidence in them.
If you have an expensive phone, tablet or other high-value device and are nervous about handing it over to a repair company, my experience with them has been very reassuring. They took the aftercare seriously and made sure I ultimately received my iPad back in full working order.
I would happily use them again and would recommend them to anyone looking for a repair company that takes responsibility for its work and values its customers.
Antwort von Mr Gadget
Thank you so much for taking the time to leave such a detailed and thoughtful review. We really appreciate your patience and understanding throughout the repair of your M1 iPad Pro.
With complex devices like the 12.9-inch iPad Pro, unexpected issues can sometimes arise during a repair. For us, the most important thing is how those issues are handled. We always want to stand behind our workmanship and make sure that when a device leaves us, everything is functioning as it should.
When the Apple Pencil issue became apparent, we felt the right thing to do was to take responsibility and replace the complete screen assembly at no additional cost to you. Likewise, when we noticed the intermittent Face ID issue, we didn't want to return the iPad until we had investigated it properly and were satisfied that everything was working correctly.
We're really pleased to hear that the display, touch response, Apple Pencil and Face ID are now all working as they should.
Thank you again for trusting Mr Gadget with such a valuable device and for recognising the effort that went into getting everything resolved. Your recommendation genuinely means a great deal to our team, and we'll be very happy to help you again in the future.
— The Mr Gadget Team