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Where to file a complaint with Apple support for issues?

913 Views 28 Replies Latest reply: Feb 16, 2013 4:17 PM by sig RSS
  • Susan Howard Level 3 Level 3 (705 points)

    first intial last name, huh? good to jnow. thanks.

  • sig Level 8 Level 8 (35,770 points)

    So to summarize:

    What issue or issues remain? What doesn't work? Try us here. What have you got to lose at this point?

  • sig Level 8 Level 8 (35,770 points)

    "first intial last name, huh? good to jnow. thanks."


    Don't knock yourself out.

  • sig Level 8 Level 8 (35,770 points)

    "The computer also switched pages to the hub, that is on the computer, which is the page where if you swipe four fingers on the track pad, you go to a page that contains a calculator, the weather, a note pad and a clock. It has done this several times."


    So turn it off. System Preferences>Trackpad. Point & Click, Scrool & Zoom and More Gestures. Uncheck everything.


    "The wifi expeeriences intermittent connection inturruption resulting in the loss of connection. The issue is only solvable by either shutting the computer down, and turning it back on, or a hard reset."


    What modem? What router? What security protocol?


    "Also when the computer is shutting down, the Silverlight preferences bar, appears at the top of a blank screen, and I am unable to close it."


    Have you tried removing Silverlight from /Library/Internet Plug-Ins folder?

  • SwankPeRFection Level 4 Level 4 (1,435 points)

    Wimsy, it's not uncommon for AppleCare to say "We can't duplicate your issue."  I've been working with them on something else for a while now and it took 3 weeks of "We can't duplicate your problem." from the support rep and then the engineers behind them (which you can't talk to btw) before I got fed up and video taped the issue at hand.  I sent them the video and the next day they were like "Oh, we see the issue now..."  Idiots!  It's like kindergarden over there.



    Anyway, as for your issues.  The wireless issue could be a problem I've run into when certain combinations of wireless chipsets and bad firmware (usually on the WIFI router manufacturer side) get together.  The problem manifests as you remaining connected to WIFI, but you can't do anything (network traffic stops on the interface).  Turning off WIFI and back on resolves the issue for a little bit of time.  This tends to happen when you have a dual band router and are doing 802.11n on both the 2.4GHz and 5GHz bands at full speed.  The fix is usually to drop the 2.4GHz band down to g/h (54Mbps) and just keep a/n speed on the 5GHz band.  Note that disabling the 5GHz band altogether and just using the 2.4 at full speed still doesn't solve the issue.  It's something with 2.4 and doing full 300Mbps speeds.  Some users have been able to get away with dropping the speed to 130Mbps on the 2.4GHz radio and make it stable and others have had to drop it all the way down.  Also, even some single band routers have needed to be dropped down from n to g speeds to maintain proper connect.  I know this is stupid and defeats the purpose of the faster router speeds, but it's what fixes it.  Try it and see if it helps.  Generally speaking, I've seen this problem happen more when the WIFI routers have been Netgear ones.


    As for your touchpad issues, is it possible that your wrists are somehow touching the pad while you're typing?  To make sure that this isn't the cause of it, use something to cover the pad as a test while you're working and see what happens.  If the problem is solved, pay close attention to when it does happen, WHAT SPECIFIC KEYS YOU'RE TYPING ON WHEN ALSO TOUCHING THE PAD.  I've noticed that sometimes when I'm touching the pad and typing some of the keys in the middle of the keyboard that typing sometimes gets slow.  I then have to click the pad once and move the cursor and then the problem goes away.  It's very rare that it happens, but I think it's just a software bug in ML.


    As for your keyboard backlight.  There is no settings to keep it on all the time.  There's just the checkmark to take away its ability to adjust with ambient light (which btw, if the room is too bright, it'll turn off the backlight automatically) and then there's the slidebar that turns the keyboard light off after a certain amount of inactivity/usage.  If you want to maintain always on and always at a certain level, you need to set the slider to Never (which takes care of the inactvity timer) but ALSO uncheck the ambient light auto adjustment.  You then have manual control over your backlight setting.  Also, be aware that these customized settings are kept in PRAM settings, so if those files are botched in any way, a PRAM reset might get you fixed up if you haven't already tried that.


    Give these suggestions a try and let us know what happens.  Trust me, I feel your pain when it comes to AppleCare. 


    <Edited By Host>

  • sig Level 8 Level 8 (35,770 points)

    You have a limited experience compared to the many folks who have been taken care of by having AppleCare. It's easy to bad mouth. Makes you into an anti-hero. Everybody's situation is different so to characterize and generalize as "painful" is misleading. It's much more productive to help the OP through the issues as you are now trying to do.

  • Susan Howard Level 3 Level 3 (705 points)
    Currently Being Moderated
    Feb 15, 2013 10:34 AM (in response to sig)

    Hello sig,


    I am sorry. It was not my intent to offend. Previously the email was firstname@domain. My remark was in reference to the change. I have had a positive experience with Apple for many years. Never a need to email higher up. We are fortunate to have two Apple stores in the area. One is just a few minutes from my home. Apple spoiled me for any other company.


    My apologies.

  • sig Level 8 Level 8 (35,770 points)

    Susan that was not direct to you as you can see from "(in response to SwankPeRFection)"

  • Susan Howard Level 3 Level 3 (705 points)

    Hi Wimsy113, glad the issue was resolved to your satisfaction. Sorry for the hiccup. Apple has always come thru for me too. Enjoy that "new" notebook


    Thanks for the update!

  • sig Level 8 Level 8 (35,770 points)

    AppleCare and persistence saves the day.

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