iPad Pro Repair Denied Due to “Modification” I Never Made. What Are My Options?

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iPad Pro Repair Denied Due to “Modification” I Never Made. What Are My Options?

I bought a brand new iPad Pro 12.9 (6th) from Best Buy last year. Recently, I took it to Apple in Singapore for a warranty repair since the warranty is about to expire, and I won’t be able to return to the U.S. in time for service.

The original issue was with the screen, it had two visible marks: one looked like a burn mark, and the other was a white circle. These marks appear and disappear when pressing on the screen.

After about a week, Apple returned the iPad and said it was ineligible for repair due to a “modification.” But I’ve never modified the device, and it has never been physically damaged or exposed to water.

To make things worse, the original issue wasn’t fixed — and now there are white stroke-like marks along all four edges of the screen. According to Apple, they had to lift the screen to inspect the internals, which likely caused this. When I pointed out that these marks weren’t there before, they told me they’re not responsible for any damage during inspection because they found a “modification.”

I’m honestly confused and frustrated. Not only was the repair denied, but now the iPad is in worse condition than before.

Has anyone experienced something similar? Could Best Buy have sold me a modified iPad? What are my options now?

iPad Pro (6th generation)

Posted on Sep 8, 2025 08:55 AM

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Answer 1

Sep 8, 2025 09:25 AM in response to Snow520

Obtaining warranty repair in a country other than that in which the purchase was made can be problematic - in addition to which Apple devices purchased in the US often have no warranty coverage outside of the US.

Legal - iOS Warranty Document Us - Apple

As warranty has been declined in Singapore, you are perhaps unlikely to reverse the decision already made in your locale. When (if) you return to the US, you might try obtaining warranty service there, but you should be warned that any evidence of the iPad having been opened might result in further rejection.

You might try engaging with Apple Support - and apply a healthy dose of charm in your approach - but should be ready to be disappointed. You can contact the Support Team using the Support link at top-right or bottom-left of this page.

Alternatively, you can initiate and manage your support cases from Apple devices using the excellent Apple Support App. If not already installed, the App can be downloaded from the App Store:

https://apps.apple.com/app/apple-support/id1130498044

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