I never thought purchasing an iPad would be so fraught with drama, but thanks to Costco I will never order another Apple product from their website again.
My 7 year old iPad Pro 10.5 from 2017 has seen better days. Operationally speaking, it’s still running fine, but there are bright spots appearing on the screen in multiple places and according to what I’ve read, indicate the screen is basically coming apart and will fail at some point. In addition, the battery inside is original which means it has to be charged daily just to have enough juice for me to watch YouTube while walking on the treadmill and play Tsum Tsum and browse Reddit in the evenings.
Much like with the reasoning for buying a new TV before our current one fully kicked the bucket, I decided now would be a good time to replace the iPad and save a little money. I was originally looking at the most recent iPad which was discounted to $500 from the original price of $600. Then Joe pointed out that the iPad 10.9 10th generation from 2022 was on sale at Costco for only $250. Considering what I use my iPad for, did I really need the latest and greatest for twice as much money? No.
They were offering the iPad in two colors – blue and silver. The blue was available in our local warehouse, but the silver was not. I looked into it, and unlike with iPhones, you can in fact see the color of the iPad even with a case on it, so I definitely wanted the silver one as it would look better with a purple case. I ordered it from Costco’s website with a promise I’d have it in a week.
Cue the nonsense… aka the timeline of how everything went down:
Ordered the iPad on 11/22 with an estimated delivery date of 11/29.
Chatted with Costco through their app on 11/30 when the iPad was still showing as scanned by the carrier with no further movement. Was told they’d escalate the issue and I’d hear back in 48 hours.
Called Costco on 12/02 when I did not in fact hear back in 48 hours. They claimed they were still working on the issue and someone could call me in 48 hours.
Called Costco again on 12/06 after not hearing back from them. Guy who answered was super rude and didn’t want to help, telling me the only thing he could do was issue a refund. When I pushed the issue, he said he could issue an exchange order. I asked him what that was, and he literally replied, “it’s an exchange order”. Like WTF? I said to him, “can you explain to me what an exchange order actually involves?” and then he finally explained that it marks the original order as not received and a new order is issued.
Costco called me on 12/07 and the very nice and helpful lady explained to me that they could not issue the exchange order until the silver iPad came back in stock. She said they could keep checking the status on their end, but I would have better results if I kept checking myself and called them as soon as it was back in stock. I wasn’t happy about having to monitor their website for them, but at least the woman was trying to help the best she could.
Called Costco 12/10 when I saw the silver iPad was back in stock and was told they would issue the exchange order right away. The woman I spoke to was quite friendly, but I should have been wary when she remarked “I cannot seem to do my job right today”.
Called Costco 12/13 when I still hadn’t received a new order number. The agent (Kendall) wanted to argue with me when I said I don’t understand why Costco is making this my problem. She wanted to know how they were making the issue my problem and I had to explain to her everything I had gone through up until that point and how I had to keep an eye on their site and call them to get anything to happen. She then agreed that they were in fact making this my problem.
She put me on hold to talk to someone else and came back claiming they were going to “push the exchange order through”, as if they were doing me a favor shipping me the item they already charged me for weeks prior. I think they screwed up and didn’t want to admit it.
One of the things the agent mentioned prior to putting me on hold was that Apple requires them to do certain things before issuing a replacement iPad. But that’s Costco’s issue and the carrier who supposedly picked it up but lost it, not the customer’s!
Furthermore, I could maybe understand that stance if the iPad had actually shipped and showed as having been delivered. Then it would make sense that Apple (and Costco) would not want to send a replacement before doing an investigation to make sure I wasn’t committing fraud, but everyone could see it either didn’t move from the warehouse at all, or the carrier picked it up but never scanned it into their system (which is what the agent who called me on 12/07 claimed). From my perspective, there was zero movement on the item because it showed a tracking number issued and nothing further. So given that information, they should have shipped out a replacement immediately instead of playing games and making me jump through hoops.
Luckily the next day I did actually get an email with a new order number and finally received my new iPad on 12/18.
Never again, Costco, never again!
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When it came time to unbox and set up the new iPad, I ran into an issue.
I used a new to me method where I placed the old and new iPads next to one another to transfer data over which I thought was much easier than plugging it into my computer, loading iTunes, and having to choose between starting from scratch or restoring from backup (of which there was none as I guess I had never backed up my old iPad in iTunes, whoops).
A few days later I decided I really should back up the new iPad, but when I plugged it in and fired up iTunes, I was presented with this screen.
I was so confused. Did this mean I had no choice but to reset everything anyway? Or just never be able to back my iPad up? I was upset over the prospect. I cancelled out of the screen to see if iTunes would recognize the device since it was registered to my account, but it would not.
After some internet research, I learned choosing “set up as new iPad” simply allows iTunes to interact with it. The language on that screen is so misleading and they should fix it, or at the very least explain what it will do.
I was a bit anxious choosing that option, even though the internet assured me it would be fine, but they were correct, and I was then able to create a backup. Whew!
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I would like to also point out it took some getting used to the new iPad because it’s thicker and the aspect ratio, coupled with the difference in border around all the edges, makes a lot of things appear larger on the screen.
Old iPad vs new iPad