Apple turnover: Replacing a bricked 9.7″ iPad Pro due to 9.3.2 firmware

Yesterday I popped up to London to get my recently bricked (thanks to the latest 9.3.2 firmware update) 9.7″ iPad Pro fixed.  Having arranged what I think must be my first ever Genius appointment in the 12+ years I’ve been using Apple products, I took a leisurely poot on the 139 bus from Waterloo Station up to Regent’s Street/Oxford Circus.

The Regent Street Apple Store is currently under refurbishment at the moment, so you have to walk down (or take a lift) downstairs to a temporary area full of tables, people and Apple Store staff in green shirts.  I’ve always had problems with the Apple Store layouts in that they never put up any signs pointing you to where things are, or what they do.  You wouldn’t go shopping in a supermarket and have to figure out where the canned soup is, so why should a high end technlology store be any different?  For example, I joined a smallish queue with an Apple Store staff member at the end dealing with queries.  I had naturally assumed this is where I had to check in for my appointment.

Not so.

Apparently I could have flagged anybody down and be shephearded over to empty desks to wait for somebody to come and see me about my problem.  And this is what happened.  After a wait of about 5 minutes, a chap came over and I described the problem: upgrading the iPad Pro OTA (over the air) to 9.3.2 , which worked fine for the large iPad Pro and iPhone 6S Plus, bricked the smaller iPad Pro.  I attempted numerous restores – even downloading the 9.3.1 update and attempting to apply that.  I attempted a full wipe and restore.  No dice.  Error 56 every single time.

So the Apple Store Genius chap brought out his MacBook Air and attempted to do the same.  No dice on every occasion.  Error 56 (hardware problem).  Whatever Apple did with the 9.3.2 update should never do that sort of thing.  I occasionally get very nervous flash updating hardware RAID controller firmware at work, but I should never have to face complete and total hardware replacement if I update my iOS device’s OS and firmware.

Anyway, it was determined that the iPad Pro was a very dead iPad Pro and was not pining for the Fjords as Apple suspected.  The Genius staff member took away the iPad because with the lights in the store was making it very difficult to read the etched serial number on the back of the unit.  He also attempted to locate replacement stock, but it turns out the Regent Street store was completely out.  For at least 7 days.  But thankfully the Covent Garden store did have some available and he made a reservation for me to go and pick it up immediately (I had 45 minutes to get there – the store closes at 8pm).  It was that, or wait until Apple release some form of update that undoes everything – but as there is no timescale for this, and we don’t know WHAT the 9.3.2 firmware actually did, it was too much of a gamble.

So I Ubered over to the Covent Garden store.  That was a mistake.  I forgot just how busy London traffic is.  But we got there with 15 minutes to spare.  Upon entering the store, I was passed around 4-5 different Apple Store staff members – going forwards and backwards before I was about to lose my temper.  Again, no signs in the store to indicate where I should be going.  But thankfully I helpful chap took my details and walked back with me to the right place to get hold of the reserved replacement unit.  Within 10 minutes we swapped out the SIM and was getting going with restoring from the last iCloud backup.  About 10 minutes after the store closed I had a working iPad Pro 9.7″ again.

I am not updating from 9.3 until the next release of iOS (which should be 9.3.3) and that I have seen people update successfully first.  This entire little adventure has cost me £40 including train, bus and Uber fares.  All because Apple mucked up a firmware update.  And because Apple made it impossible to restore from a backup.

I will be writing to Apple about this, and enclosing my reasonable invoice to reclaim the fees paid to get the unit replaced.  Interestingly, I was made to sign something electronically which I managed to muck up.  The Apple Store staff appear to use older iPads that don’t support Apple Pencil, so I was expected to use my finger to sign.  Which I didn’t – I just clicked Done.  Does that still tie me to the T&Cs?  I don’t know.  We’ll see what Apple says when I write to them.