No reply ?

Question

Level 1

8 points

No reply ?

Hi, I bought an Apple iPod Nano 16GB 5th Generation just before the 6th Generation hit the market.
Disappointed about this, I contacted Apple via the following eMail address:

contactus.de@euro.apple.com

and asked them whether a swap would still be possible, where I wouldn't mind paying additional costs on top.
About 10 days later (23.09.2010) I received a reply, that this would not be possible, but I have been offered 10.- Euro for the inconvenience. They just need my bank details.

That came from:
----------------------------
Sara W.
Apple Store Customer Support
Apple Sales International
Hollyhill Industrial Estate
Cork
IRELAND
----------------------------

I replied the same day with the neccessary info, but although I have re-sent my reply several times now, I just don't get any response at all anymore.
Called my next Apple store, to ask whether they can help me, but they cannot / or don't want to.

I am not willing to call the premium apple customer service number, just to find out that they can't help me / don't want to help me either.

But where does this leave me now ?

PS: I have sold my new iPod Nano by now, in order to get the new 6th Gen iPod.
But to be honest, I have lost interest completely, to put my trust in Apple again.

<Edited by Host>

PC, Windows 7

Posted on Oct 13, 2010 1:22 PM

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Answer 1

MGW

Level 7

27,041 points

Oct 13, 2010 1:51 PM in response to Yorkfield

Sorry you are disappointed, but if you bought a car and a new model came out shortly thereafter, would you expect the car manufacturer to do anything for you? If Apple are offering you ten Euro, that's more than they need to do and a gesture of goodwill.

Please check and make sure that the email you got is really from Apple, I would be wary of sending my bank details to anyone online.

As this is a peer-to-peer forum, there's nothing any of us can do, but if you think about it, every electronic item will be superseded sooner or later, so although you feel hard done by, I am sorry to say you are not.

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Answer 2

Yorkfield Author

Level 1

8 points

Oct 13, 2010 2:04 PM in response to MGW

MGM, please read again.

I am not complaining about having bought this item a little too soon.
I am complaining about the fact, that I have been given a promise, that has not been kept.

I'm not posting this message just for fun, but because I do not get any reply from Apple. And if my case will not be solved, at least I can make others aware of it.

PS: I have checked the header of Apples eMail, but nothing seems to indicate, that it came from anywhere else than from "contactus.de@euro.apple.com"

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Answer 3

MGW

Level 7

27,041 points

Oct 13, 2010 2:33 PM in response to Yorkfield

Yorkfield, please read again, I'm MGW 😉

If the email is legitimate, then simply send them your information and you will get your promised 10 Euro. I fail to see what the problem is.

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Answer 4

Yorkfield Author

Level 1

8 points

Oct 13, 2010 3:03 PM in response to MGW

Hi MGW, I have replied with my bank details on the 23.09.2010 (about 20 days ago) already.
Just thought I could expect some kind of confirmation.

If the Apple website doesn't want customers to contact their customer support in any other way than by calling their premium telephone number, I thought anyone of you guys would have an idea of what to do.

Maybe Apple will get back to me, and if not, I'm going to follow up this thread sometimes.
Yes, I do understand "now" that there is nothing anyone of you can do about it, but at least I could express myself.

Is that really so condemnable ?

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Answer 5

MGW

Level 7

27,041 points

Oct 13, 2010 3:32 PM in response to Yorkfield

I understand and sympathise with your frustration, but you do have a phone number to call, so I would use it.

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Answer 6

a brody

Level 10

83,603 points

Oct 14, 2010 6:40 AM in response to Yorkfield

E-mail is not a secure form of communication. I would ask your bank to change your account number immediately if that's what you sent. It is not worth 20 Euro to have your identity stolen. Apple does not have an e-mail address for store purchases, except an automated note of the delivery info about any orders. Unfortunately you do have to use the premium phone number. Why don't you use Skype? It is a lot cheaper than the alternative.

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Answer 7

Yorkfield Author

Level 1

8 points

Oct 14, 2010 11:30 AM in response to a brody

@ MGW & Brody ... thank you for your replies.

Ok then, I will call them tomorrow and let you know the outcome.

By the way. This is the header of the email from Apple:
-------------------------------------------------------
Return-Path: <sonar@apple.com>
Received: from 216.163.188.203 unverified ([216.163.188.203]) by mwde05oc.mail2world.com with Mail2World SMTP Server; Thu, 23 Sep 2010 05:16:32 -0700
Received: from bz1.apple.com (unknown [17.254.13.36])by c9mailgw12.amadis.com (Postfix) with ESMTP id DD5554CFACA9for <██████████████████>; Thu, 23 Sep 2010 05:16:23 -0700 (PDT)
Received: from coronado.corp.apple.com (unknown [17.34.184.149])by bz1.apple.com (Postfix) with ESMTP id BC7101E33BA57for <██████████████████>; Thu, 23 Sep 2010 05:16:23 -0700 (PDT)
Message-ID: <5288706.1285244585984.JavaMail.snrmailp@coronado.corp.apple.com>
From: contactus.de@euro.apple.com
To: ██████████████████
Subject: Re: Apple iPod Nano 5G; Follow-up: 120004404
Mime-Version: 1.0
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: 7bit
Date: Thu, 23 Sep 2010 05:16:23 -0700 (PDT)
X-CTASD-RefID: str=0001.0A090202.4C9B451F.0181:SCGSTAT650677,ss=1,pt=SMP 0_RSA11412,fgs=1024
X-CTASD-IP: 17.254.13.36
X-CTASD-Sender: contactus.de@euro.apple.com
x-ctasd: uncategorized
x-ctasd-vod: uncategorized
x-ctasd-station:

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Answer 8

TildeBee

Level 7

31,917 points

Oct 14, 2010 4:16 PM in response to Yorkfield

Yorkfield --

Welcome to Apple Discussions!
We're other Mac users here, asking questions and sharing solutions.
I wanted to make sure that you knew that we are all just other Mac users here.
We're not Apple staff.

I hope someone from our Hosts here will be able to tell you if that is a known reputable Apple email address. I have contacted them for their assistance here.

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Answer 9

a brody

Level 10

83,603 points

Oct 14, 2010 5:20 PM in response to Yorkfield

Go to http://www.geektools.com/ and pick whois.

216.163.188.203 belongs to Commtouch.

Who is your internet provider?

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Answer 10

Yorkfield Author

Level 1

8 points

Oct 14, 2010 5:34 PM in response to a brody

Hi Bee, thank you very much.
Hi Brody, my internet provider is o2.

---------------------------------------------------

NetRange: 216.163.176.0 - 216.163.191.255
CIDR: 216.163.176.0/20
OriginAS:
NetName: COMMTOUCH-INC
NetHandle: NET-216-163-176-0-1
Parent: NET-216-0-0-0-0
NetType: Direct Assignment
NameServer: NS2.CTMAIL.COM
NameServer: NS1.CTMAIL.COM
RegDate: 1999-09-01
Updated: 2002-03-25

--------------------

The email from Apple support quoted the reference: "Follow-up: 120004404".
Maybe when I call them tomorrow, they'll able to find my case in their system.

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Answer 11

a brody

Level 10

83,603 points

Oct 14, 2010 5:41 PM in response to Yorkfield

amadis.com is also a member of Commtouch. So nothing suspicious there. And the 17.x.x.x are Apple's. Wow. So unless someone was reading the server logs after the fact, or in the hops between Apple and Commtouch someone was sniffing for numbers like that you are fairly safe. Still because it was in the open, I'd be wary.

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Answer 12

Yorkfield Author

Level 1

8 points

Nov 6, 2010 4:29 AM in response to a brody

Hi, this is an update of my case:

14.09.2010 _ Sent an email to Apple support
23.09.2010 _ Received an offer of 10.- Euro for the inconvenience
23.09.2010 _ Accepted offer via email, but never got a reply
21.10.2010 _ Called Apple support hotline, a lady promised me to investigate my case
29.10.2010 _ Received a credite note of 25.- Euro for the inconvenience
05.11.2010 _ Received 25.- Euro on my bank account

Well, that took a long time, but more important is the outcome.
Thank you Apple and as well to MGW, Brody and Bee !!

:o)

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Answer 13

MGW

Level 7

27,041 points

Nov 6, 2010 7:17 AM in response to Yorkfield

All's well that ends well.

And you're welcome.

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