How do I lodge a complaint against Apple Support?

Call AppleCare and ask to be transferred to Customer Service.

For your issue with the Apple store - http://www.apple.com/retail/feedback/

For the phone support, call again, use the same case number if you have it, and if not ask them to find it, and tell the advisory who you talk to about your experience. They are all empowered to take customer complaints. In general, however, you will not receive any response to such.

Also, for the specific Apple Store, get the name of the manager, and make sure he/she is aware of your situation, and how you feel you received terrible service.

Preemptory note to those who pre-screen, a process that Apple says does NOT happen: This is a response to a situation identical to my own. If you choose to delete it:

Please provide me your name and how I may contact Apple to discuss pre-screening.

Good luck.

I have had my MacBook Pro for more than 7 years and have never had an issue with Apple until now. I recently wanted to upgrade my OS and started a "chat". The Apple representative interpreted my machine's specs and said Mountain Lion would work. He inserted a link to purchase the software and I did. Two days later I finally received the redeem code and attempted to install the software. In less than a minute I received a "software is incompatible with this machine". Assuming there is some mistake, I try again with the same result. Fast forward through the scheduled callback from Apple that never came at the promised time and required me to contact support again to arrange another callback. This time the call comes and I ask for a refund/exchange. The friendly voice of the caller asks if I had "redeemed the code?". Getting an "incompatible software" message and experiencing no change in my computers suggests "No" is the answer. She replies that the code has been "redeemed" and I can't get a refund. What? No software, software the Apple rep said would work, was ever installed. "Sorry." Sorry? Yes, Apple makes the mistake and can't issue a refund or exchange. Incredulous, I explain that I have already had 4 other "chats" totaling more than an hour. The caller volunteers to speak to a supervisor about the matter. Net result: sorry, no refund. I ask to speak with the supervisor directly and then begin a 53 minute conversation with her. Here are the salient points: 1) no refunds on "redeemed" codes for software because even though the software never downloaded from an Apple server "someone" could download that software in the future 2) no credit could be offered that would be subsequently used to purchase another (i.e., the "correct version") OS 3) I could get a credit to purchase "something else" but I would have to ask her to apply the credit 4) in theory I could purchase "something else" and then return it...but I would again have to get her approval to get a refund 5) I could make a new purchase of the "correct" software and simply "keep" the other version that was never downloaded/installed In the end, I paid another $21.24 for the "correct" version of the software and asked for expedited delivery of the redeem code since it was Apple that had caused this entire misadventure. Here it is 8 hours later and I still have yet to receive the "expedited" code. This entire episode with Apple has been a combination of "The Trial", "Catch 22", and the chicken salad sandwich scene from "Five Easy Pieces". I really want to believe that this is not representative of Apple but my recent experience suggests otherwise.

Re: Where can I complain?

What the customer was saying, is that having been a loyal customer of Apple for years, and bought and numerous Apple products, he was probably expecting some reward from Apple for this loyalty. A good discount for the repair possibly. It's called customer service!!

It is a bad idea to tack onto an OLD and/or unrelated thread

It is easy to start you own = POST > Discussion at the top of any page

Use this form for assistance with account and billing, code redemption, or purchase questions.

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polakbob

You have JUST the right place for this post, methinks. Responding to you are many (myself excluded) of the most seasoned users here.

I am sure we all are "decades" fans of Apple and their products. We may not have experienced what you have, but rest assured, with a little digging, you will find many posts by those such as yourself. I can think of a couple just recently. One was from France where a decades Apple user was trying to get with times by taking Workshops at his local AppleStore. A workshop leader actually insulted him in the Workshop in front of of everyone present.

It could be that Apple may have overlooked Customer Service skills somewhat in their employee training curriculum. 😢

Best of luck in your sojourn

CCC

Chris CA

With all due respect for your tenure and status, and without making this too much of a red herring, I have to disagree.

polakbob's intent was to try and find the best way to lodge a complaint with Apple - not to lodge the complaint (he was very careful not to detail his complaint). He was very articulate in his background info - reassuring us that he was a loyal Apple fan and wished to remain so. polakbob did not complain here - but did find out the proper channel to do so. ToU to the letter.

CCC

Thanx ~Bee. You are very kind. although the circumstance of the other old post appearing was a bit different, the user I was talking about was a very seasoned vet. I think I may have inadvertently embarrassed he or she. 😟 (maybe it was their second time)

BTW, the head-slap referred to Mark Harmon head-slapping D'Nozo on NCIS. No worries at all... too old to sweat the small stuff. Hard to get a handle on personalities in any environment, much less the anonymity of the bulletin board. If only these folks knew me and my experience level with Apple and new media, I think maybe I might be viewed differently. is there a place to post a CV ? (kidding of course)

buenas noches

CCC

Dear Apple,
I have been your loyal customer for over 15 years. Over the years I have owned multiple IPhones and currently in our household we have 5 apple products: 2 MacBook Air; 2 IPhones and an IPad. My recent experience with Apple's customer service has led me to a decision to Boycott all Apple Products. I will no longer buy anything from your company!
It is my hope that you consider email and really think about the way your company operations have been running. Here's my story- I bought my MacBook Air last July with complete Apple care and on April 12th my computer fell and broke in two pieces. My husband brought the computer to the store and they said that it will cost around $700 to fix the computer. He brought the computer back home and I decided to call Apple support to see if they are able to help me. After being on the phone for an hour and a half with a representative on the phone, he asked me to provide him with serial numbers of all the Apple devices we own. I gave all information and then he said, I'm sorry I can't help you, but if you call again maybe someone else can help and make an exception for you. I was shocked, I didn't ask for an exception, I asked if my computer can be fixed. He further went on to transfer me to Apple Care Division where a nice representative was willing to refund full amount of Apple care that I paid. I told her I appreciate the gesture but I am still stuck with a broken computer. She understood and transferred me to another department. This is where a representative promised to help. He asked me to take pictures of my computer and email it to him so he can forward to the engineering department. He promised to have an answer by Wednesday April 19th. After multiple calls and emails he kept saying there's an issue, he wasn't able to escalate pictures. Finally he calls me on April 25th to tell me to bring the computer to the store and if the cost of the repair is within "economical repair" then they can fix my computer. I asked what does "economical repair" mean? He clarified" if the cost of fixing the computer is lower than what I paid for the computer when I bought it" Apple can fix it at no cost to me. However if it is over the cost, then they cannot help me. He also said that I just need to drop the computer at Apple Store and they will send the computer to "depot" to have it fixed. He kept promising me that they will try their best to help me. Finally my husband and I went to Apple Store on April 28th. The rep looked through the notes and he said there's no where in the notation that it states they can fix my computer. He said I would have to pay $755 to have them send the computer out to Depot. I asked if I can look through the notes and I was beyond livid when I saw what was written about me. Each comment and remark was about me begging them to make an exception on the repair/replacement. Furthermore, each comment stated "not to help the customer" and to "direct her to Apple Store". This company is a joke! The representatives kept stringing me along with no resolution. I called the rep from the store and asked him to clarify the misunderstanding. I also asked to have the recorded version of our conversation so we know that he was straight out lying! Despite all this debacle, he called me twice and still kept giving me hope that my computer could be fixed. He never once mentioned that I would have to pay for the repair. It was never explained to me that a broken computer is not covered under Apple care. It is a huge facade! The store employees lie to your face. I asked to speak to a manager and he brought his coworker who pretended to be a manager and offered no help, no resolution.
I left the store with my broken computer and really foul taste about Apple. I will never buy a single Apple product again and if I can help it, I will make sure my friends and family follow suit. There's no service provided by Apple service and there is no way the company cares about keeping its customers.
Disappointed in Apple for Life!

Kappy

What a great illustrative reference !!

Who do think think K******n was?

OR Fearless Leader his-own-self?

CCC

ChitlinsCC wrote:

polakbob

You have JUST the right place for this post, methinks.

Not really the right place even 2 years after the original place...