FLJA

Q: Where to Complain about AppleCare ??

8 months ago I purchased a MacBook (12") with AppleCare protection program.  Since a few weeks the right shift button is not working properly anymore for 60% of the time.  I am living 100km from the nearest apple store, and therefore have to rely on authorised repair centres (such as Switch in Belgium).   Although the repair itself would only take a few hours, such authorised repair centre can only replace parts the the original (defect) part has been sent to Apple and approved for replacement.  This, I was told, would take at least 2-3 days.  I am using my MacBook for work on a daily basis (I assume this is not exceptional nowadays...), and can not miss it for more than a day.  Knowing the repair would only take a few hours, i called AppleCare twice to get this solved (the repair centre told me they could repair in a few hours if Apple would send them the replacement keyboard before they would receive my defect keyboard).

 

After 2 times 20 minutes on the phone, I was transferred to a Senior supervisor (Mr. Carl R.).   He summarized the issue as follows: I understand that you want to deviate from the “normal” Apple repair procedures, but this is not possible.  To my question what the normal Apple  repair procedures were, he replied that this means that it takes 1.5 weeks for repair. Having told that I can not miss my computer for 2-3 days, I was a flabbergasted by this reply which is totally not responding to my request.  He said he could not help me further. 

 

When I asked for a way to issue a complaint about the service of AppleCare, I was promised an email with a link, but this has never arrived.   I could not find any email address or other facility on the apple website to submit a complaint

AppleCare, iOS 9.3.3

Posted on Aug 3, 2016 4:51 AM

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Q: Where to Complain about AppleCare ??

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  • by seventy one,

    seventy one seventy one Aug 3, 2016 8:15 AM in response to FLJA
    Level 6 (15,068 points)
    Peripherals
    Aug 3, 2016 8:15 AM in response to FLJA

    You will appreciate that as volunteers we have no facilities here to resolve your problem ... but I have found this telephone number for you under an enquiry I made for the Belgium Head office.

     

    080080407  I believe this is for Flemish speakers.  You may find more details in Google.

     

    All you can do is set out your complaint, perhaps ask them for an email address so you can double check before you send it.

     

    You should qualify.    You are under the warranty time period plus you have Apple care.

  • by FLJA,

    FLJA FLJA Aug 3, 2016 1:46 PM in response to seventy one
    Level 1 (5 points)
    Notebooks
    Aug 3, 2016 1:46 PM in response to seventy one

    Thanks 71!  Indeed... that is the AppleCare phone number through which I was connected to the service I am complaining about... 

    I am used to a warranty in which you are offered a reasonable solution when a product breaks down during the warranty period.  If my refrigerator breaks down, the company comes to repair within 24 hours or replaces the refrigerator within 24 hours.  Unfortunately Apple warranty only covers the costs for repair but the Apple "normal"warranty procedures count on the (for me unrealistic and totally not consumer responsive) assumption that one can do without the computer for 1,5 weeks to realise the warranty.  I will end up paying myself for a new keyboard for an 8-month old MacBook while having 2 years Warranty + having purchased AppleCare program. 

    And although the topic of the discussion is where to complain about AppleCare, I also want to add that the keyboard is not the only hardware problem I am having with my MacBook...  After having repaired all at own cost, I will sell it and never purchase a MacBook again.

  • by Carolyn Samit,

    Carolyn Samit Carolyn Samit Aug 3, 2016 1:47 PM in response to FLJA
    Level 10 (120,035 points)
    Apple Watch
    Aug 3, 2016 1:47 PM in response to FLJA

    Try Apple on Twitter.

     

    @AppleSupport

  • by seventy one,

    seventy one seventy one Aug 3, 2016 1:52 PM in response to Carolyn Samit
    Level 6 (15,068 points)
    Peripherals
    Aug 3, 2016 1:52 PM in response to Carolyn Samit

    Yes, good option Carolyn.

  • by FLJA,

    FLJA FLJA Aug 3, 2016 1:57 PM in response to Carolyn Samit
    Level 1 (5 points)
    Notebooks
    Aug 3, 2016 1:57 PM in response to Carolyn Samit

    Dear Carolyn,

    This is indeed one of the moments when I think I should get involved in these social media more than I am now... I do not have any twitter account or so...

     

    Still I do not understand that a large company does not have any other channels to issue a complaint about the service it is providing to its customers...

  • by JimmyCMPIT,

    JimmyCMPIT JimmyCMPIT Aug 3, 2016 2:00 PM in response to FLJA
    Level 5 (6,926 points)
    Mac OS X
    Aug 3, 2016 2:00 PM in response to FLJA

    unfortunately it is not uncommon to have a simple repair to an Apple device under Apple Care to take several days. You can complain but this business as usual for Apple Computer.

  • by FLJA,

    FLJA FLJA Aug 3, 2016 2:09 PM in response to JimmyCMPIT
    Level 1 (5 points)
    Notebooks
    Aug 3, 2016 2:09 PM in response to JimmyCMPIT

    Thanks Jimmy.... Indeed... But : the Authorised Service centre tells me the repair would only take a few hours, but that it will take 2-3 days because they need to send my computer to apple first to check... When I call AppleCare with the problem that 2-3 days is too long for me, I would not expect, after having been on hold for 40 minutes, that it would take 10 days (which is much longer than the 2-3 days for which I was looking for a solution). 

    I assume you are right.. this is how Apple cares about its customers nowadays, and probably not much use to challenge the largest company on the globe...until they become smaller again...