I purchased an iPad as a gift for my mother-in-law who has mobility and pain issues, to give her some form of entertainment. I also purchased insurance - which when her iPad stopped charging, I thought, 'No problem, we are covered!' Not true. Basically: I felt like I was lied to and dismissed, and eventually my iPad taken from me when I thought it would be a simple repair. Read on for details. The customer service issues began when I reached out before I sent it for repair, because I realised the return label had my old address on it. No response for 3 days. I reached out again and finally someone responded not to worry they will give the seller my new address. I wiped the iPad and removed it from my mother-in-law's iCloud as requested and shipped it for repair. I was notified when the seller received it. 4 business days go by and I reach out for the status. I also include my new address once more because I don't want it to be an issue. They thank me for the address and say they will relay it to the seller but do not give me a status update. 5th business day I ask again on the status. The response: "...The seller have already repaired your item and have already shipped it back to you yesterday, 09/09/2024..." I was given a tracking number that I checked right away and it said 'We're expecting it' The next several days it still said that. I reach out again and the response was to give me the tracking number and rest assured they are looking it into. They say they will open an investigation if the shipping company lost it. I ask the next day which is a Friday and they ask me to give them 1 business day. I am frustrated at this point and feel scammed. On Monday they said they are refunding me because the seller was not able to ship my iPad back to me in a reasonable amount of time. I wish now I would have taken it into a local repair shop. If the customer service reps just replied clearly without flowery inauthentic 'I am here to assist you' phrases, I might have been able to understand. But the whole thing left me feeling like I had just deal with crooks and they smiled to me as they lied.