Internal document instructs AppleCare staff to “capture” affected devices
Apple is acknowledging a problem with Wi-Fi connectivity on third-generation iPads, though not publicly, but internally. The Cupertino, Calif. computer giant will replace units for those customers who seem to be affected by a hardware flaw.A leaked AppleCare document reveals that “In the United States, contact centers and retail stores should capture iPad (3rd-generation) Wi-Fi only devices if they exhibit any issue related to Wi-Fi.”
Apple says symptoms can include, but are not limited to: intermittent connectivity, slow Wi-Fi speeds, or the tablet’s inability to see the Wi-Fi network altogether. From the document (courtesy of 9to5mac):
- Any capture performed should always include the iPad, AC adapter, and USB cable.
- During the EFFA period, Apple evaluates all forms of hardware failures - even those that would normally be classified as abuse.
Qualifications for Capture- Model: iPad (3rd generation) Wi-Fi only
- Color: Any.
There’s a growing thread of complaints over at Apple Support Communities - the official Apple forum - where some customers are expressing their grief regarding the new iPad’s inability to connect to a wireless network.
One such example comes from forum user “stlsteve”, who writes: “I am in a hotel with my laptop and new ipad3. The laptop wifi reception is as strong as it gets, but the iPad only registers a weak signal. Anyone else having similar problems? Any suggestions?”
This is just the latest of 700+ replies to the original post starting the thread “Poor wifi reception on new iPad.” The thread had been accessed / viewed almost 60 thousand times at the time of this writing.
It was already clear that the problem was widespread, but now that Apple itself has acknowledged it, we can expect quite a few customers to receive refunds or replaced units.
The same goes for Australian buyers who've decided on the cellular version thinking they’d roam free on LTE airwaves when, in fact, they could not.