Mimsters
Level 1 (0 points)

Q: Complaints Department - AppleCare Plus Policy

It seems that I now have two things to complain about.

 

1. The fact that there is no way to send an email complaint regarding a dissatisfied customer experience. It seems I will have to post this on the forum for everyone to see.

 

2. AppleCare Plus sales (The actual reason I am complaining).

 

During a recent visit to my boyfriend who lives in Chicago, I purchased an Ipad at a store in Naperville, IL. I would've also purchased AppleCare Plus but after I was told that the AppleCare Plus service does not extend to Canada I opted not to. This in fact is NOT true as I later discovered. In fact, initially I was told that AppleCare Plus was not available in Canada which I said was impossible since I had AppleCare Plus for my Iphone 5. The salesperson then went to check with his superior and he discovered yes Canada did in fact have the AppleCare Plus service but that if I purchased the US one I would have to return to the US for any issues/replacement. I was told that I would have to purchase the AppleCare Plus here in Canada. After returning to Toronto, I then went on a trip and got really sick upon return. When I finally recovered and remembered to purchase the AppleCare Plus it was 5 days after the 30 day limit. I understand that there is a policy on having to purchase the AppleCare Plus within 30 days of the purchase but I felt like an exception could've been made here as I was erroneously misinformed. In fact, the sales person at the Apple Store in Toronto Eaton Centre was also under the impression that I couldn't purchase AppleCare Plus here for a US bought purchase.

 

I spent an hour on the phone with a customer service agent named Micah, whom I commend for his patience and understanding. However his superior said that since I had no documented proof of the conversation I had at the original store they could not make an exception to purchase the Apple Care Plus.

 

I just want to say a few of things that I am very disappointed about. 1) The lack of knowledge of the policies of goods and services that you are selling. I understand that it may be hard to pass on the information to the numerous staff on duty but the fact remains that any one of them could've and SHOULD'VE called to find out and this would've all been avoided.

 

2) I feel that when I was told that they couldn't make an exception for lack of documented proof that I felt like I was called a liar. I feel that if you want proof of this, the best thing to do would be to send someone to an apple store and just ask them if AppleCare Plus purchased in the states would be covered in Canada. I wasn't asking for the protection plan to be free, nor was my item damaged in any way, why would I lie about this? My intention was to go into the Apple store and LEGITIMATELY PURCHASE the protection plan. I understand that had I the foresight to know that I would've been too ill to go in later on in the month I would've bought it earlier, but the fact remains that I intended to purchase this ON SITE when I purchased the Ipad.

 

At the very least, I felt that an exception should've been made. I was only 5 days after the 30 day policy.

AppleCare Plus

Posted on Mar 27, 2013 11:47 AM

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Mimsters

Q: Complaints Department - AppleCare Plus Policy

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  • by deggie,

    deggie deggie Sep 7, 2013 12:32 PM in response to Icloud stuffed my contacts - Android looking appealing
    Level 9 (54,464 points)
    Sep 7, 2013 12:32 PM in response to Icloud stuffed my contacts - Android looking appealing

    Censorship is done by a government agency. This is Apples house they get to set the rules, you violated them.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Sep 7, 2013 12:34 PM in response to Icloud stuffed my contacts - Android looking appealing
    Level 9 (58,434 points)
    iPhone
    Sep 7, 2013 12:34 PM in response to Icloud stuffed my contacts - Android looking appealing

    From the Term of Use to which YOU agreed when you signed up:

     

     

    1. Breach of the Agreement
      1. If you fail to abide by these terms Apple may remove your submission. Apple may also send an email that informs you that your Submission has been deleted or edited. Repeated inappropriate Submissions may result in your relevant account or accounts being placed into temporary or permanent suspension of your ability to participate in any or all of the areas on the Site.
      2. If you post or send offensive or inappropriate content anywhere on or to the Site or otherwise engage in any disruptive behavior which Apple considers to be serious and/or repeated, Apple may use all available information about you to stop any further infringements. This may include informing relevant third parties such as your employer, school, Internet service provider, or law enforcement authorities of the infringement.
      3. Apple reserves the right to delete any Submission, or take action against any account, at any time, for any reason.

     

    Please note subsection 3.

     

    It you persist in this nonsense, you will most likely be banned from the forums. 

     

     

     

    https://discussions.apple.com/static/apple/tutorial/tou.html

  • by Icloud stuffed my contacts - Android looking appealing,

    Icloud stuffed my contacts - Android looking appealing Icloud stuffed my contacts - Android looking appealing Sep 7, 2013 12:37 PM in response to Meg St._Clair
    Level 1 (0 points)
    Sep 7, 2013 12:37 PM in response to Meg St._Clair

    And I'm sure we both agree that will be no great loss to either me or yourselves

     

    However if anyone could give me constructive advice with regards to how to rectify my issues when the initial support structures have failed to do what they said they would I would be eternally greatful

  • by deggie,

    deggie deggie Sep 7, 2013 12:39 PM in response to Icloud stuffed my contacts - Android looking appealing
    Level 9 (54,464 points)
    Sep 7, 2013 12:39 PM in response to Icloud stuffed my contacts - Android looking appealing

    I have no idea what your original issue was and what you are trying to get Apple to do.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Sep 7, 2013 12:41 PM in response to Icloud stuffed my contacts - Android looking appealing
    Level 9 (58,434 points)
    iPhone
    Sep 7, 2013 12:41 PM in response to Icloud stuffed my contacts - Android looking appealing

    What you need to do is start a thread in the appropriate forum explaining what your technical support problem is. Explain what you were trying to do, what happened, what, if any error messages you received and what troubleshooting steps you've alread taken. Make the post factual and objective, not emotional.

     

    If you do, in fact, have a hardware problem, you will need to make an appointment when one is available. No one here can help you get one any sooner.

     

    Best of luck.

  • by seventy one,

    seventy one seventy one Sep 7, 2013 1:29 PM in response to Meg St._Clair
    Level 6 (15,113 points)
    Peripherals
    Sep 7, 2013 1:29 PM in response to Meg St._Clair

    Yes, Meg, that's a pretty sound summary of what to do.    The key of course, is the word emotional.   One rarely solves problems in an emotional state.

     

    Sit back, iCloud ..., and consider.   You forum contacts have been remarkably restrained and in a way, supportive too..

  • by Francafromqc,

    Francafromqc Francafromqc Oct 17, 2013 3:59 AM in response to Meg St._Clair
    Level 1 (0 points)
    Oct 17, 2013 3:59 AM in response to Meg St._Clair

    I was about to write a complaint on this forum  but I saw your reply and went to "contact us " but I fail to see how to speak to a supervisor.  All I see are the usual support numbers where you have to wait on the line forever to speak to a representative.  May I have further details on this.  I'll wait till the end of the day for a reply then I'll post my complaint on this forum hoping someone from APPLE CARE SERVICES will care enough to help me.  Thanks.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Oct 17, 2013 4:13 AM in response to Francafromqc
    Level 9 (58,434 points)
    iPhone
    Oct 17, 2013 4:13 AM in response to Francafromqc

    Francafromqc wrote:

     

    May I have further details on this.  I'll wait till the end of the day for a reply then I'll post my complaint on this forum hoping someone from APPLE CARE SERVICES will care enough to help me.  Thanks.

    This is a user-to-user technical support forum. Apple does not participate here. If you want to speak to someone, you'll need to call Apple Technical Support, wait to speak to a representative then ask for a supervisor. Just like everyone else.

     

    Best of luck.

  • by Francafromqc,

    Francafromqc Francafromqc Oct 17, 2013 7:09 AM in response to Meg St._Clair
    Level 1 (0 points)
    Oct 17, 2013 7:09 AM in response to Meg St._Clair

    scheduled an appointment with apple last night 7:30 for my apple t.v.  I spoke to a representative around 7:45.  He suggested I restore my apple t.v. And since it takes about 30 minutes he said he would call back to complete this with me in a half hour and see if everything was alright this was last night and I'm still waiting.   When you say in this reply: " 

    you'll need to call Apple Technical Support, wait to speak to a representative then ask for a supervisor. Just like everyone else."

     

    Is this the kind of waiting you're talking about, have I not waited enough ?  You mean I have to start all over again, just like everyone else, has everyone waited overnight for customer support? With no results How about your responsibility in this when customer service does not do it's job properly?  Should I call customer relations in California directly?

     

    Going back to my apple T.V.,  it is now slower than before, high speed internet, no problems before upgrade to IOS 6., Homeland season 2 episode, apple t.v. Was saying that it would take 1 1/2 hour.  Where' s the sense in this?

     

    I would like a solution that does not involve redoing what I have already done with no solution in the end, AND NO I SHOULD BE ABLE TO SPEAK TO A SUPERVISOR DIRECTLY AFTER MAKING AN APPOINTMENT AND APPLE NOT FOLLOWING THROUGH ON THEIR SIDE !!!

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Oct 17, 2013 8:13 AM in response to Francafromqc
    Level 9 (58,434 points)
    iPhone
    Oct 17, 2013 8:13 AM in response to Francafromqc

    Francafromqc wrote:

     

    Is this the kind of waiting you're talking about, have I not waited enough ?  You mean I have to start all over again, just like everyone else, has everyone waited overnight for customer support? With no results How about your responsibility in this when customer service does not do it's job properly?  Should I call customer relations in California directly?

     

    Frankly, I don't care what you do. You have to take the course of action that you feel is right. There is no one here from Apple to help you. I've given you all the information that I know about. There is nothing further I or anyone else here can do to help you.

     

    Best of luck.

  • by Icee Z,

    Icee Z Icee Z Oct 23, 2013 1:55 AM in response to Mimsters
    Level 1 (0 points)
    Oct 23, 2013 1:55 AM in response to Mimsters

    I have a complaint to Sydney apple store geniuse bar. I have an appointment at 3:50 this afternoon. When I got there the guy said to wait while he service the long queue, I said fine. Then he served the lady who came after me, I didn't say anything either. Then when it is finally my turn he said there was no problem with my power charger while there is, and then he said if I want to check further I need to wait for half an hour because they are running late on their schedule. I have a job, a family business to help out, and study. I have an appointment later on as well, I just don't have the luxury to wait, as I explain this to him he snapped! And said I was unfair to all others!!!! It wasn't my fault that they are running late, I would help out Apples by waiting if I have time but I don't. Then when I try to explain that it wasn't my fault that they are running late he smashed my adaptor against the Genius Bar desk and then ignored me and went to serve someone else.

     

    My phone is new, it is under warranty, it is the Apple's responsibility to repair or replace faulty items, how is it my fault? Apple should have apologised to me that the quality of their product is not good but instead they treated me like I am someone looking for trouble!!!!!!

     

    I don't understand how Apple can advertise based on their customer service!!!!! It's really really really bad. I will go for samsung from now on!!!!! At least they have a complaint department.

  • by seventy one,

    seventy one seventy one Oct 23, 2013 2:02 AM in response to Icee Z
    Level 6 (15,113 points)
    Peripherals
    Oct 23, 2013 2:02 AM in response to Icee Z

    The forums are not the place to air grievances.   Go to the store and insist on speaking to the manager and if you are not satisfied with the response, ask to make contact with his / her area manager.

     

    As far as Samsung are concerned, my TV has been a pain in the rear and getting service there is far more difficult.

  • by Icee Z,

    Icee Z Icee Z Oct 23, 2013 2:07 AM in response to seventy one
    Level 1 (0 points)
    Oct 23, 2013 2:07 AM in response to seventy one

    It's ok, Apple doesn't deserve anymore of my time. If you get a dog barking at you, you are not gonna barks back at it. So this is the end of it. I don't know much about samsung tv but I was told their smart phones are good. But I personally haven't tried so can't comment but I will try from now on. Apple May be big but it's not the only smart phone company on earth. I can still choose.

  • by PostBolivian,

    PostBolivian PostBolivian May 17, 2014 6:32 PM in response to Mimsters
    Level 1 (0 points)
    May 17, 2014 6:32 PM in response to Mimsters

    It is May 17th at 9:30 PM. I am currently sitting in the Apple Store in Chelsea / Meatpacking NYC. I had an appointment schedule for 8:30 PM. It is now 9:30 PM and I have not once been approached by a customer service technician. I have asked repeatedly if I can / will be helped in a decent manner - only to be given the run around. At this very moment, I am sitting at a kisosk. No one has even offered as much as an apology, let alone an explanation as to why I have been ignored for the past hour. This is the most horrible service I have ever recieved.

  • by alice401,

    alice401 alice401 May 19, 2014 5:24 PM in response to PostBolivian
    Level 1 (0 points)
    May 19, 2014 5:24 PM in response to PostBolivian

    HI All

     

    I  have the same experince that Apple is very high reputation company but the way they are  treating the their customer like a **** and also no one bother to listen or reply to us.  and i am still looking for a high management to make complain about Apple products and also customer care service.

    OMG. I am working as a customer care officer. they way we treat our customer and the way Apple treat their customer totally different. Apple Agents r too rude. even not aware what is going on. no ampathey at all. what a poor service. pity of the Apple company.

     

    If anyone knows higher level email or any contact. please let me know.

     

    thank your  all.

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