10 Replies Latest reply: Jan 1, 2015 5:14 AM by .Julia.
KB from Ontario Level 1 (5 points)

"My Support Profile" no longer functions properly and therefore I cannot manage my Apple products.  No one at Apple Support seems to know anythng about this or to whom, or where, to turn to get this fixed.

 

Details of problem:

 

When I log to My Support profile using my current Apple ID I see, as expeced, my information and my registered Apple products.

 

However, I CAN NOT access the details of any of my registered products.  When I "click" on a registered product the web page goes nowhere and seems to simply refresh itself ("loading" spinner spins then stops). Therefore I cannot manager my Apple products because I cannot get to the next page that shows the product detail tabs "Coverage Details", "Case Activity", "Repair Activity" and "Support Resources".

 

This is NOT a computer, browser or user problem because it does not matter what computer or which browser I use (Safari, Firefox, Chrome). Rather, the problem is on Apple's side completely.

 

By contrast, I can use an old Apple ID to access my old "My Support Profile" using the the same computer(s) and ANY browser and I can access product details normally. But I do not want to use this old account of mine  as the email address is being retired.

 

Even if I wanted to transfer my registered Apple products to an existing account, or  set up a new one, I cannot do so because, as noted above, I cannot get to the product detail page which is where you have to go to unregister a product in order to to be able to then register it with another account !!!

 

Cannot get help from Apple:

 

No one a Apple Support seems to know anything about this or to whom, or where, to turn to get this fixed. Every one is stumped.  There is no place on Apple's web site ANYWHERE to get help with My Support Profile - no way to submit a report, etc.  It is as if Apple figures there will never be a problem with My Support Profile so it is not even a topic.

 

When I call Apple Support (using the SN of an product under warranty) the call gets escalated until finally the tech rep will say go to "http://www.apple.com/feedback/" and submit a report.  When I follow that process through it always ends up with the options to call support or make arrangements to go to the Apple store to repair the product.  In otherwords, back to the beginning - a vicious circle.

 

Plea for Help:

 

If anyone has a recommendation, an Apple Contact email or telephone number, a valid link to submit a report specific to "My Support Profile" problems, or anything that will let me get to somebody or some department that actually knows how to deal with fixing a broken "My Support Profile" account, I would greatly appreciate it.

 

Yours in frustration.


MacBook Pro, OS X Mountain Lion (10.8), My Support Profile broken
  • sdpitbull Level 3 (965 points)

    http://www.apple.com/support/appleid/

     

    This has to be an issue with your Apple Id because you say when you use an old ID it works fine.

     

    The link above, last item is support for my Apple ID. You'll have to start there and escalate.

  • KB from Ontario Level 1 (5 points)

    Thanks for the reply sdpitbull.  However, you have done exactly what the Apple people have done - tell me to start from the beginning which, as I describe, goes NOWHERE and there is no way to submit an escalation.

     

    As I described the issue is with that particular Apple ID and "My Support Profile". The issue continues.

  • Slicecom Level 2 (290 points)

    Same issue here. Did you ever figure it out?

  • KB from Ontario Level 1 (5 points)

    No.  I have no resolution as of yet.

     

    I have a trouble ticket in under the serial number of one of my covered products.  No answer yet, a bit of "we take your concerns seriously".  Similarly I have another ticket under the iTunes category, and the same thing except at first they just answered with "canned" (and totally irrelevant) advice, eventually it was escalated and is at the same point as the other ticket. I have submitted to both a video f the screen showing them what happens.

     

    If I ever get a resolution I will certainly post it here.

  • Slicecom Level 2 (290 points)

    Mine magically started working again today. Check to see if yours works too. I had a repair done today, so maybe the repair being updated fixed it, or maybe its fixed for everyone.

  • KB from Ontario Level 1 (5 points)

    I happened to have checked on February 15th as well and it appears normal functioning has returned.  Today is February 17 and it appears normal today.

     

    I hope the return of normal functioning remains stable.

     

    Although I am pleased My Support Profile has apparently returned to normal functioning, it is frustrating that Apple does not have any means to report problems with My Support Profile. There ought to be a clear path to follow to report (and rectify) problems with My  Support Profile.  The absence of such a path speaks poorly for what otherwise good support from Apple.

  • ennio99 Level 1 (25 points)

    I experienced this same issue Friday 21-Mar-2014 and again today Wednesday 26-Mar-2014

     

    Screen Shot 2014-03-26 at 09.40.56.png

  • iKaushal Level 1 (0 points)

    I am getting this error only when I check my iPhone details.

     

    I can see my iPads and MacBook Pro

     

    here is my error screenshot:

    apple error.jpg

  • mattymoous Level 1 (0 points)

    Same issue, too.

     

    I can login, can see all my apple products and can check the details of all products (Apple TV, iPad, etc.) but not of my registered iphones.

    If I want to see the warranty status of an iphone it only works through the normal https://selfsolve.apple.com/ website, but not while logged in on the support profile . As everything else works though, the Apple ID cannot be the issue.

  • .Julia. Level 1 (0 points)

    I have a somewhat similar problem - I wanted to register my Macbook on my support profile but it says that the Macbook is already registered under another Apple ID.

    That's strange because I bought it new and never used another ID than the one I have. My Ipods show up fine.
    Does anyone  experience the same Problem?