Edit: clarification, we are not trying to have the keyboard serviced because of the physical corner damage it’s because the keyboard is not working. Button presses sometimes doesn’t register, sometimes it types on it own with multiple characters.
My girlfriend’s iPad Pro 11” keyboard started to get flaky so we decided to bring it to an authorized service center. When they examine the keyboard without even checking for diagnostics, we were told that the wear and tear on corners voids the warranty and we have to pay for keyboard replacement. We were shown an Apple document attesting that wear and tear will void the warranty. We even have an AppleCare with the device along with the accessory. But the tear came from normal usage as she usually carry it in her bag so the corners usually gets teared from other stuff in her bag. When I called Apple Support and sent them pictures, a Product Specialist told us that they will follow the authorized service center assessment and I should follow the option that was provided for us. I asked if since normal wear and tear can void the folio case, should I put my iPad Pro with the folio case in another case to protect it but she couldn’t even answer a yes or no. Have we known that using the folio case as protection and as a case for the iPad we would have bought a sleeve to protect it.
Let this be warning for some of you who are using the iPad keyboard folio to protect it. Here’s the photo I sent them.