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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Q: Complaints Department - AppleCare Plus Policy

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  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Oct 7, 2014 5:02 AM in response to carolinefromleicester
    Level 9 (58,434 points)
    iPhone
    Oct 7, 2014 5:02 AM in response to carolinefromleicester

    carolinefromleicester wrote:

     

    I took my IPhone 4S into the Apple Store in Leicester

     

    What is your technical support question?

  • by babowa,

    babowa babowa Oct 7, 2014 7:45 AM in response to carolinefromleicester
    Level 7 (31,900 points)
    iPad
    Oct 7, 2014 7:45 AM in response to carolinefromleicester

     

    Apple cannot be trusted on any issue, my partner went into the store to buy an iPhone and asked about any new phone coming out, they said there wasn't any new iPhone coming out so he went on to buy the 4S, two weeks later the iPhone 5 was released!!!

     

     

    Apple never releases information about a new product until it is released (or they have a media event to announce it). And, their employees have to abide by their non-disclosure agreement.

     

    You may not agree with such a policy, but it is simply a marketing strategy and has absolutely nothing to do with trust.

     

    And, once the warranty has expired, you cannot expect to get free support; however, the diagnosis and troubleshooting at the Genius Bar is always free.

  • by jdotsu,

    jdotsu jdotsu Nov 5, 2014 3:39 AM in response to biostarling
    Level 1 (4 points)
    Nov 5, 2014 3:39 AM in response to biostarling

    You probably illegally exported the item then. They're not going to provide support for an item that was illegally exported that would be assisting in a criminal offense. Such as someone from South America to comes to America to buy a Macbook Pro. That is illegal. Due to the risk of money laundering through the exportation of electronics its illegal.

  • by babowa,

    babowa babowa Nov 5, 2014 8:02 AM in response to jdotsu
    Level 7 (31,900 points)
    iPad
    Nov 5, 2014 8:02 AM in response to jdotsu

    Such as someone from South America to comes to America to buy a Macbook Pro. That is illegal.

     

    Interesting; can you post the source of that information please (federal statutes, import/export laws, etc).

     

    Unless the import of an item is banned in a country, I can buy an MBP (or whatever) in the US and, as long as I declare it and pay import duties upon my arrival in the other (import) country, there is no law preventing me to do that (that I know of).

  • by Quakers Hill,

    Quakers Hill Quakers Hill Apr 24, 2015 7:05 PM in response to Mimsters
    Level 1 (0 points)
    Apr 24, 2015 7:05 PM in response to Mimsters

    Hi

     

    I had the worst experience of the lifetime with Apple store in Castle Hill Tower Sydney. The Manager on duty (Mr Steve who refused to give his last name or employee number)  was very arrogant and gave very insulting treatment. When I asked that I want to complain about him, the Manager behaved as if nobody was going to take any action against him (welcome this is Apple - sic)

    I want to know how to lodge a complaint against Apple bad customer service.I checked Apple website which to my astonishment did not give any easy option for mailing complaints.

    Can anybody tell me where to lodge complaints. Thanks.

  • by babowa,

    babowa babowa Apr 24, 2015 7:13 PM in response to Quakers Hill
    Level 7 (31,900 points)
    iPad
    Apr 24, 2015 7:13 PM in response to Quakers Hill

    The contact us web page has the corporate Cupertino (headquarters) address - I would send a letter there.

  • by ChitlinsCC,

    ChitlinsCC ChitlinsCC Apr 24, 2015 9:12 PM in response to Quakers Hill
    Level 5 (7,610 points)
    Notebooks
    Apr 24, 2015 9:12 PM in response to Quakers Hill

    Apple

    PO Box A2629
    Sydney South NSW 1235
    133-622

    https://www.apple.com/au/contact/

  • by smilingjennifer,

    smilingjennifer smilingjennifer Oct 5, 2015 3:53 PM in response to Mimsters
    Level 1 (0 points)
    Oct 5, 2015 3:53 PM in response to Mimsters

    Hi,

     

    I just chatted with someone on Live Chat and told her about my horrible customer services (4 visits within 1 week and all 4 visits' customer service was bad). I felt offended, not appreciated and I was and still am frustrated. They made me sound like I want to scam them or I am a liar. I didn't expect a service like this from Apple. This is the reply I got from Live Chat: I am extremely sorry to hear about the service you received at the Apple Retail Store not being the absolute best it can be. We want you to be satisfied and knowing that we have done everything we can. If you would like to provide feedback about your experience at the store, please do not hesitate to leave it at http://www.apple.com/retail/feedback/. Apple takes your feedback seriously and would love to know how to make it better. I will do everything I can to help change this experience around Jennifer.

     

     

    Hope this helps!

     

     

    Jennifer

  • by Andrew886,

    Andrew886 Andrew886 Nov 10, 2015 3:08 AM in response to varjak paw
    Level 1 (0 points)
    Nov 10, 2015 3:08 AM in response to varjak paw

    I am also very frustrated with the lack of any way to provide feedback to Apple on its service policies which are just horribly unfriendly to customers!

     

    Here is what has made me so upset. Diagnostics (boot with D held down) on my Macbook Pro said the battery was malfunctioning. I called support and was passed to the local Mac store to have the battery replaced, if needed. I asked if the store has a battery in stock & was told that Apple does not give out such information since the battery might not be in stock when I bring the Mac in. I told them I would call the day of service to check. The store manager said it was Apple's policy not to give out such information and that I would have to bring in the computer and leave it for 3-5 days to get a new battery!

     

    I told them that I would pay for a new battery upfront so they could order one. The store manager said that Apple does not allow pre-ordering of service products. I told her that when I need new tires on my car, I call the dealer and he/she orders tires which I pay for upfront. When the tires arrive, I bring in the car & get them replaced. Her arrogant response was that Apple is not a car dealer!

     

    Apple has become a company with clear disdain for its customers (reminiscent of "ma bell" as so ably illustrated by Lily Tomlin's comic sketches). I urge everyone to stop buying all Apple products.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Nov 10, 2015 5:48 AM in response to Andrew886
    Level 9 (58,434 points)
    iPhone
    Nov 10, 2015 5:48 AM in response to Andrew886

    Andrew886 wrote:

     

    I am also very frustrated with the lack of any way to provide feedback to Apple on its service policies which are just horribly unfriendly to customers!

    I'm sure the feedback link has been posted repeatedly in this thread:

     

    http://www.apple.com/feedback

     

    In addition, there is a "Contact Us" link (as there is in most websites), available to anyone who bothers to look for it. That's also been mentioned in this threads. So, either you didn't bother to read the thread or use any common sense, or you just want the attention you'll get for complaining here.

  • by Andrew886,

    Andrew886 Andrew886 Nov 10, 2015 6:13 AM in response to Meg St._Clair
    Level 1 (0 points)
    Nov 10, 2015 6:13 AM in response to Meg St._Clair

    You are not only rude but rather uninformed about the "Contact Us" links on Apple's site. It is for product feedback, as you can easily discover if you go through the pull-down menus on the site. There is no way to provide feedback about Apple's service policy. When I ran IT for a major pharma company, I ran into a number of service and support employees like you who jumped to conclusions and blamed the customer. It gave me pleasure to fire them and wish you the same fate until you learn to listen and not judge.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Nov 10, 2015 6:24 AM in response to Andrew886
    Level 9 (58,434 points)
    iPhone
    Nov 10, 2015 6:24 AM in response to Andrew886

    Andrew886 wrote:

     

    You are not only rude but rather uninformed about the "Contact Us" links on Apple's site. It is for product feedback, as you can easily discover if you go through the pull-down menus on the site. There is no way to provide feedback about Apple's service policy. When I ran IT for a major pharma company, I ran into a number of service and support employees like you who jumped to conclusions and blamed the customer. It gave me pleasure to fire them and wish you the same fate until you learn to listen and not judge.

    No, the "Contact Us" links in Apple's site are not just for product feedback. Did you bother to click on the link?

     

    You also apparently didn't read the Terms of Use that you agreed to when you signed up here. If you did, you'd understand this is a user-to-user technical support forum. Apple's participation here is largely limited to keeping the peace. I don't work for Apple so, they'll have a lot of trouble firing me. However, I'm not judging your problem, merely your ability to resolve it appropriately.

  • by Andrew886,

    Andrew886 Andrew886 Nov 10, 2015 6:35 AM in response to Meg St._Clair
    Level 1 (0 points)
    Nov 10, 2015 6:35 AM in response to Meg St._Clair

    The "Contact Us" links have no line in the pull-down menus for service POLICY issues. One cannot copy the menu options easily or I would do so to show your errors. I know you don't work for Apple because you don't know what you are talking about, and I have found Apple's employees to be rather well-informed. This is a POLICY issue and it appears there is nobody at Apple to disagree with about policy. I will not reply again because you are wasting my time.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Nov 10, 2015 6:40 AM in response to Andrew886
    Level 9 (58,434 points)
    iPhone
    Nov 10, 2015 6:40 AM in response to Andrew886

    The "Contact Us" link, which you haven't apparently yet clicked on doesn't have any pull down menus. What it does have, among many, many other things, is the address for Apple's corporate headquarters. Sending a letter there is always an option.

  • by deggie,

    deggie deggie Nov 10, 2015 8:25 AM in response to Andrew886
    Level 9 (54,464 points)
    Nov 10, 2015 8:25 AM in response to Andrew886

    I know big pharma is not very popular right now but I didn't know it was because the hired sociopaths as employees. You really took "great pleasure" in firing people?

     

    The person on the phone is a first level support person and is not versed in policy nor can they affect it. Unless I am mistaken Apple is not a car dealership so when she told you that she spoke the truth. So did you fire your employees for telling the truth. Did you empower them to discuss policy issues with callers?

     

    There is much more involved in the battery replacement scenario than getting new tires for your car. And, although this may surprise you, there are other customers that Apple has to deal with besides you. So when you take your computer in their may be others ahead of you that also have battery problems. There may be others ahead of you that have other issues with their computer that involve testing and opening it. So the delay could be the number of people available. It could be the they find other issues besides your battery. There are a myriad of variables at play so Apple generally states 3 - 5 days for a battery replacement. So do AASPs. And the older the computer the more the time could be extended. I had mine changed at an AASP and they had a battery in stock and said 3 to 5 days. The next day they called and said the battery they had was faulty and they would have to order a new one. The whole process ended up taking 3 days.

     

    Apple does not offer same day battery service. If this is what you are suggesting then you can use the feedback link for Macbook Pro and state it. You can visit with the manager at the store you were going to use and suggest it and ask him to pass it along. You can call Customer Service and suggest it. You can write a letter to Apple and suggest it. But realize there is a lot more involved than just having batteries in stock.

     

    As to suggesting that no one buy Apple products because of this that is just ludicrous and shows your bloated ego more than anything else.

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