And so I was told that I might need to go in for a new iPad since it was concluded that servicing also may not restore my iPad since they may not have parts for such an old iPad. I was told that there may be something wrong with the hardware or that the new software update of 10.3.4 is not compatible with my so-called old IPad 4.
So basically, in other words, it was decided by Apple Support that the problem cannot be fixed. I proved Apple support wrong! My question was why would you send me a message to update my iPad to 10.3.4 if it was felt that it would not be compatible with my iPad and would encounter definite errors while updating it. I would have thought that before sending us a message to update to the new version, a reputed company like theirs would test and try their new software on old devices thoroughly and in detail to ensure that no errors occur.
I was so hoping that by calling Apple Support, my problem would be resolved based on the detailed report I gave them about the problems I encountered while updating and restoring my iPad through iTunes. But I was disappointed to find that not much was done at all to work around the problem or even try to address it effectively. It is like the Apple support team in America is just there to advise you to take your device to the nearest Apple store or third-party store for servicing at an expensive price or to motivate you to purchase a new Apple device instead. Their Asia Pacific Support team is much better because at least they try to work at it with you and follow up on it if they can't resolve the issue right away. At least that is the experience I had with their team in Singapore.
My iPad was totally locked and was not even getting restored to factory settings leave alone getting updated.
Anyway as determined as I am, I didn't give up! Persistence is the key! So I kept on at it and for two days desperately tried several times to update and restore my iPad through iTunes by repeatedly trying all that I could based on the information available online through deep research of various websites and user experiences. It was actually quite frustrating! But I did not want to buy a new iPad or even try to send it for servicing at $250 or something when there was no guarantee that it would be restored. Moreover, this was a gift from my parents and so all the more I wanted it to be fixed.
Fortunately, I had created a backup on iTunes but even during the backup process there all my photos were not getting included in the backup right away. So I had to devote a lot of time and energy to resolve several issues and errors in what is usually a fast process. As of late, the Apple servers are not as reachable at all times as it is. But I kept repeating the process of rebooting both devices, unplugging them several times, turning off the security software as well as disabling the firewall for some time to avoid blockers of any kind, trying different USB ports etc. This all happened despite the iTunes that I have on my laptop being the latest version.
At one time, I even thought that the USB cable may be damaged since in the device connectivity test on iTunes, it reflected as "no iPad found" under the 'Ports' section. iTunes was not acknowledging or recognizing my iPad for some reason and was displaying error 6 every time I tried updating or restoring it even to factory settings. But I kept trying it over and over again!
I even read somewhere that this could be because of third-party security software. Somewhere it said to check host files too because after that sometimes it may or may not recognize the device. Another option was to temporarily remove security software to isolate the issue but they don't uninstall completely and I did not feel like doing a clean-up on my computer. So it went on and I read a lot about the error I was encountering and it certainly increased my knowledge. I may not be working in the technical field but years back I did Web Designing with E-commerce which has left some technical impressions on me. But what do others do who do not have the time, patience, or technical knowledge to resolve such a problem on their own but cannot rely on the much-needed support from the Apple support team?
And after much persistence did I finally receive the desired result! And so I did it at last! I fixed my iPad and was allowed access to it. I could restore my iPad from the saved backup to the way it was before and that too with the latest update! It took time, patience, research, and will to resolve this on my own. Army brats don't give up that easily! Two days of persistence & not giving up come whatever may...
But I wish one could look up to the support team to work together with the customers to make their products work. As a traditional thinking customer, I want to deal with a company that offers me lifetime support and extended warranties of products. I would want the products to work a lifetime like the Hitachi products or other Japanese products that we bought in the 80s since I don't like to keep buying new devices and discarding the old ones.
Apple should work together with its customers to repair them. Somehow I get the feeling that Apple's concept is to discard old devices for the new ones because of compatibility issues or update issues with old devices which I don't subscribe to. That may be the reason that parts are not easily available to repair old devices though in India I know people who can repair any device and for a much cheaper rate. The new software should be able to be updated easily on old devices too.
I wish Apple would offer long-time support to customers as people like me would value that. Without it, I am not that keen on buying their products however famous they may be. For that reason to date, I am debating between purchasing an iPhone and a Samsung phone. Let's see if I am motivated and convinced enough to go for an iPhone. Actually, I don't find Apple devices reliable at times since my photos and notes keep disappearing from the device on their own and after months resurface from somewhere again on their own. Many I know have faced the same problems. I hope Apple can resolve such issues. But above all their product management and customer support area need refining.
