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!
