Q: Complaints Department - AppleCare Plus Policy

I never said that I would fire the Apple employees. It was Meg who jumped to conclusions and immediately blamed the customer, me, for not investigating properly, stating: "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." And, yes, blaming the customer is a firing offense in service & support. 

You also jumped to many conclusions so reading must not be your strong suit either. I talked to first level support, was passed to the Apple store and talked to their support person, and then talked to the Manager of the store. It was the manager who told me that Apple was not a car dealer, and actually she said that Apple was not Porsche since that was the car that I used for the analogy.

And, frankly, getting new high performance tires on a high performance sports car (along with balancing and aligning them) is more complicated than switching out batteries on a computer. I ran and repaired DEC Vax and PC's for many years and it is not hard to switch batteries, although the recent MacBooks use a ton of glue which makes the job messy.

The idea that Apple has other customers is a straw man. So do all companies. But all well-run companies have different queues for different types of repairs. And, every well-run company has a transparent, easily-used method for providing feedback. Apple does not.

But you did say you got pleasure out of firing the employees at your big pharma company which is what I clearly referred to. Or did you lie when you said that. And the manager of the Apple store never blamed you for anything they just said they weren't a Porsche dealer. And you fired employees for one offense? Glad I never worked for you. Maybe you should go back and read your posts again.

No, you never detailed any of that information. Even talking to the manager that is really not a policy level. Did you politely ask her to pass on your complaint? Can you be polite?

No, I've put tires on a Porsche and balanced them and it is not more complicated in this day and age. Of course if I find issues with your car while I am changing the tires it might take a bit longer. if customers come in before you it might take a bit longer.

You do know that the DEC Vax had less processing power than the PC you were taking in? I worked on cars from the 1920's, that is no help whatsoever in working on a current model year car and has no relevance. And which PCs did you change batteries on? And no, they don't use a ton of glue. Do you always use hyperbole? But depending on the model it is a slow job if you are going to do it carefully. And the other customer is only a straw man issue to you because you consider yourself far more important than those other customers.

Apple actually has a easier method for providing feedback than other companies I have dealt with over the years and has more than one method. If you want to suggest one-hour battery replacement you have many means to do so. But you prefer to rant and tell us about the old days and your Porsche. So her is my suggestion: Sell your laptop and all of your other Apple products, buy a different laptop and argue with them when you cannot get your battery replaced in one day.

Battery is a b**** > https://www.ifixit.com/Teardown/MacBook+Pro+15-Inch+Retina+Display+Late+2013+Tea rdown/18696 for example

Well, it depends on the MBP model/year; mine is a mid 2012 and the battery is a breeze to replace:

http://eshop.macsales.com/installvideos/macbookpro_13_unibody_mid12_batt/

Unfortunately, that is the last model where both the battery and the hard drive (and the RAM for that matter) are easily replaced.

shoulda said "... can be ..." I guess > https://www.ifixit.com/Search?query=macbook+pro+battery

Is there a clear way to file a formal complaint against how an apple care has been dealt with? Any way of claiming compensation for endless hours spent on the phone trying to get a refund for a late return fee charged for an error that had nothing to do with me? I've had an appalling experience and I am still waiting for my refund...

AndrewAy wrote:

 

Is there a clear way to file a formal complaint against how an apple care has been dealt with? Any way of claiming compensation for endless hours spent on the phone trying to get a refund for a late return fee charged for an error that had nothing to do with me? I've had an appalling experience and I am still waiting for my refund...

Contact information for Apple is all at the Contact Us link at the bottom right of every page. When all else fails, write a letter to corporate headquarters.

Thanks Meg, although information is a bit generic. Customers should be facilitated with a clear complaints procedure. I don't think that sending a letter to an unnamed person or department at Cupertino will do anything at all.

Call AppleCare and ask to be transferred to the Customer Service department.

Have you read the terms of the APP agreement? Here is a link to the US Mac hardware APP terms:

http://www.apple.com/legal/sales-support/applecare/appmacnaen.html

Please note these:

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, APPLE AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM APPLE’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF APPLE AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE ORIGINAL PRICE PAID FOR THE PLAN. APPLE SPECIFICALLY DOES NOT WARRANT THAT IT WILL BE ABLE TO REPAIR OR REPLACE COVERED EQUIPMENT WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (iii) THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE.

I've never heard of a company compensating a consumer for any related hours spent, etc, etc. aside from their obligations to repair or replace.

Good luck.

AndrewAy wrote:

 

Thanks Meg, although information is a bit generic. Customers should be facilitated with a clear complaints procedure. I don't think that sending a letter to an unnamed person or department at Cupertino will do anything at all.

You can should that to Apple when you contact them.

Best of luck.

you are getting activity on your Discussion > Appalling Apple Care Express Replacement Experience in UK

No I'm not

Anyhow, I was not blaming my problem on any particular individual, but on what seems to be a flaw with the automated process... I would like to think that there is a contingency in place to keep customers happy when they find themselves in a loophole like this one...

It garnered some attention... as it has been removed. This venue is not the place to vent. You got some feedback from me (write letters & post them) and one other if I recall. Your problem seemed to be a "perfect storm" rather than a systemic flaw. Sometimes, continuing "up the chain of command" is one's only recourse.

Best of luck

Hi,

I have bought an IPhone 6S from IShop Mixup present in Galerias, Guadalajara, Mexico on 2nd September, 2016. But the next day I felt like returning the phone and wait until the launch of Iphone 7.

As Apple states in its policy that any undamaged Apple product can be returned within 14 days from the day of purchase if bought online or from Apple retailer,I thought like the policy remains same for Mexico also.

When I tried to return the product to the same shop the very next day, the guy said me that it cannot be returned, also he said me that actually that is not an Apple store, only some premium retailer. (now how do someone understands if the store called itself iShop  ) . I have asked them also if they can get me some coupons or some receipt, and they don't need to reimburse the money, once Iphone 7 is launched, I will be taking it from their store only, if required, only pay the excess amount. But nothing melts the ice

However, I have tried talking with the customer care, but they also said that the policy varies from country to country.

So, I am now totally frustrated, and to my friends and others present here in Mexico, I will suggest that not to buy an I-product from here, better go for US or some other countries. And after going through all these, I strongly believe the technical support and others will be worst in Mexico.

Apart from all, I believe before buying some goods nobody do some detailed analysis on the T&C.