Broken iPad, Apple Keyboard, or Apple Pencil — Repair Process

Issues

  • I broke my iPad — how can I get it repaired or replaced?
  • I cracked my iPad screen — is it covered under AppleCare?
  • I spilled water on my Magic Keyboard — can it be repaired?
  • My Apple Pencil stopped working — can it be replaced?
  • How do I start an AppleCare repair for my Bowdoin iPad?
  • What is the process for getting my iPad repaired as a student?
  • What does AppleCare cover for my Bowdoin-issued devices?
  • I'm faculty — how do I get my broken iPad replaced?

Environment

This article applies to Bowdoin College students and faculty who have received an iPad, Apple Pencil, and keyboard or case as part of the Digital Excellence Commitment (DExC). All college-issued iPads and their included accessories are covered by AppleCare+ for four years from their purchase date. Coverage includes up to two incidents of accidental damage per year per device.

Resolution

Lost or stolen accessories? AppleCare does not cover lost or stolen items. For a lost or stolen Apple Pencil, see Will Bowdoin replace my Apple Pencil if it is lost or stolen? in the Related Articles section. For a lost or stolen charger or cable, see Will Bowdoin replace my iPad or MacBook Pro Charger or USB-C Cable? in the Related Articles section.

What AppleCare+ covers

AppleCare+ covers accidental damage and hardware malfunctions for your iPad, Apple Pencil, and keyboard (Magic Keyboard or STM case, depending on your kit). Coverage includes cracked screens, water damage, and other accidental breakage. Repairs may be at no cost or for a small fee, depending on the damage type and your device model.

Note: Accessories such as the Apple Pencil and keyboard are covered under the same AppleCare agreement as the iPad. Have your iPad's serial number ready when contacting Apple, even if the accessory is what needs repair.

Student process

Students manage their own AppleCare repairs directly with Apple, but must notify IT before and after each repair since the iPad is college-owned property. Follow these steps in order:

  1. Submit a ticket. Complete the Broken iPad, Apple Keyboard, Apple Pencil form in the Service Catalog. You will receive a confirmation email — save it, as you will need the link inside it to update your ticket later.
  2. Disable Find My on your iPad. Apple will not accept a device for repair if Find My is still enabled. Go to Settings > [your name] > Find My > Find My iPad and turn it off. If your iPad is too damaged to do this, you can disable it remotely at iCloud.com under Find My.
  3. Contact Apple. Call AppleCare for Education at 1-800-800-2775, press Option 3. You can also start a chat or mail-in repair at support.apple.com/contact. Apple will walk you through repair options and arrange shipping.
  4. Ship the device. Apple will send a pre-paid shipping box to your address. Package the damaged device carefully and return it in the provided box.
  5. Receive the replacement. Apple will evaluate the device and send a replacement. You will receive an email from Apple with the old and new serial numbers.
  6. Update your ticket. Using the link from the confirmation email you saved in Step 1, update your IT ticket with the new device serial number. The Service Desk will then close your ticket.
Important: Do not contact Apple before submitting your IT ticket (Step 1) and disabling Find My (Step 2). Apple will reject a device for repair if Find My is still enabled, and IT needs to be notified before any repair is processed since the device is college property.

Faculty process

Faculty should contact the Service Desk rather than managing the repair directly with Apple.

  • Contact the Service Desk by phone at (207) 725-3030, visit the Tech Hub in Smith Union, or submit a ticket using the Broken iPad, Apple Keyboard, Apple Pencil form.
  • If you are on campus or nearby, a loaner replacement may be available immediately depending on inventory.
  • The Service Desk will manage the AppleCare process and update IT inventory records.

Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.

Additional Resources

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Related Articles (8)

Digital Excellence Commitment (DExC) Technology FAQ
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How to Clean and Maintain Your iPad and Accessories
How to safely clean and maintain a Bowdoin-issued iPad, Apple Pencil, and keyboard or case. Covers screen cleaning, Apple Pencil cleaning, Magic Keyboard cleaning, and STM case care. Links to Apple's official cleaning guidance.
How to Contact AppleCare
How to contact AppleCare for support on a Bowdoin-issued iPad, MacBook Pro, or accessories. Covers the AppleCare for Education phone number, Apple's online support options, and the requirement for students to notify IT before initiating a repair.
Information about AppleCare+ Warranty for student laptops and iPads
Overview of AppleCare+ warranty coverage for Bowdoin student laptops and iPads issued through the Digital Excellence Commitment (DExC) program. Covers what is covered, how to request a repair, repair timelines, costs, and what happens when a device is replaced.
Returning Bowdoin-issued Student iPad
How to reset and return a Bowdoin-issued student laptop when leaving the college before graduation. Covers erasing the device using macOS, packaging instructions, and the mailing address for shipped returns.
What to Do if Your iPad Won't Turn On or Won't Charge
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Will Bowdoin replace my Apple Pencil if it is lost or stolen?
What to do if a Bowdoin-issued Apple Pencil is lost or stolen. Explains that lost pencils are not covered by AppleCare and are the student's responsibility to replace, and provides the theft reporting process for stolen pencils. Separate guidance for faculty and staff.
Will Bowdoin replace my iPad or MacBook Pro Charger or USB-C Cable?
What to do if a Bowdoin-issued iPad charger or USB-C charging cable is lost, stolen, or damaged. Explains that lost or stolen accessories are the student's or department's responsibility, and covers the process for potentially replacing a defective charger through AppleCare.

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