Complaints Department - AppleCare Plus Policy

Hello babowa.

Yes, that is the place I had the warranty from. Actually, what you show and what I say are not incompatible. Apple may (and says may) restrict the service of warranty to a certain territory, but that is not opposed to helping me out on the issue. Under the warranty I subscribed, says that apple can provide postage. Ok, provide the postage and send it back to Spain and back to COL.

Also says that I can ask for service in a different country and I might be charged for importation of the device, and I am so ok with that. If Apple could tell me, "I will help you out with the providers in col but you have to pay the handling and postage" I will be very happy.

Now I am just frustrated because it seems that we have to accept the conditions imposed when we buy a premium device (not cheap by the way) and the contract is always interpreted on their behalf, but not customer's.

I do have everything Mac, and I love the design and the features, but this sort of things just make me think twice next time I go to buy an apple product.

My device is an iPhone 5.

Best

That is the warranty for the iPhone she showed you and you've already been told they can't replace it where you are. Apple does not accept shipped iPhones for service from another country and you might have problems finding someone who will ship it due to the battery.

I really don't care if you think twice or three times but if you buy a different phone check the warranty before relocating. As Apple moves toward actually repairing the iPhone at local shops this may change in the future.

Wow Deggie, that is how you talk to a customer and improve his/her customer experience. Thanks for giving me your thougths.

Well, if Apple decides to change its Apple stores to offer repairing, that will be great. But now it does not.

Also, warranty policies change depending the country you are on. An so the legal warranty. Sorry to tell you that what it was posted by babowa does not actually apply to me as I did not buy it in the US. Some of the writtings does, some don't. And in MY warranty it says that I can ask for support at a different country and that can be provided but, of course, paying some extra features, which I do not mind.

And think about this way, what do you prefer?

a) walk into a Apple store and being told "i cannot help you at all, get away"

b) same and "Hi, well this is a little complicated. But let me see how I can help you.... As it shows in your warranty I can do this and that for you but it has X and Y cost"

Well, I rather get b)

About ,

I really don't care if you think twice or three times but if you buy a different phone check the warranty before relocating

I really don't care what you think. I bought Apple not only for the features, but for being said (sorry, but I was said by an Apple professional at the Apple Store) that if I had any problem abroad I could be helped abroad.

I was an Apple fan, I had iPhone 4, changed it for iPhone 5, I also have an iMac, MacBook Air, iPad, iPad mini which I got for my BF, iPod, iPod nano and accesories. Well, I can just say that for a minor missunderstanding and a very kind Deggie, Apple can say goodbye to a customer that was evangelizing her network.

Best

Wow Deggie, that is how you talk to a customer and improve his/her customer experience.

Please remember that deggie, I, and anyone else answering you are not Apple employees. We are users just like you volunteering our time to help others with technical problems. So, anyone you correspond with here is a customer just like yourself.

We cannot help with warranty issues precisely because we are not Apple employees. We cannot change or enforce Apple's terms or policies. It might help if you read what these forums are about:

https://discussions.apple.com/static/apple/tutorial/tou.html

I don't work for Apple, neither does anyone else who has responded to you in this thread. As an Apple customer myself, and a volunteer, I really don't appreciate the threat of moving to other products.

She only posted the US version because we are in the US. It is the same in all other countries with one exception: the EU is treated as one country. So if you know someone in the EU that you can send your iPhone to they can take it in for service for you.

Hello both,

Thanks for the clarification that you do not work for Apple. I understand your intention to help, and thanks, but you are not.

Of course, contracts can be read in a variety of ways. Both of you are focusing on a very specific part of the contract and not moving from it, thus saying, "no help possible besides return the phone to EU"

What I say is, "yes, there is that clause in the contract, but also other clauses that permits me to ask for help abroad", this can be seen as ambiguous contract, and thus usually the non drafting party has the law on this behalf.

Deggie, I have read how you reply to other customers that have complaints on regards to customer experience, and just as a suggestion, when your Apple sweet dream just broke, it is counterproductive for Apple to have someone saying "bad luck, be smarter next time" as we are trying to take some unfair advantage from Apple.

This is not against you at all, I am just expresing how I feel, and what I can say is that your comments have helped lots not to consider Apple never again for further adquisitions of technology.

Stop and cut.

Best

The point here is that most of this thread actually violates the ToU.

These forums are for technical questions and answers, not complaints about Apple policies. Apple owns this site and is free to make rules as they see fit.

That sounds very noble and generous, but it boggles my mind that some spend their time roaming (or trolling), and aggravating an already frustrating situation. I hope it's not done just for the points.

The ONLY person who can award points is the OP; we have tried patiently to explain that a) we cannot help with this issue, b) we can help with tech software issues, and c) that we do not work for Apple and finally, d) that this is not the right place for rants/complaints.

Furthermore, there is no trolling going on here and I, for one, do not appreciate that remark. I spend my time here volunteering (paying it forward). FWIW, this thread could have been reported some time ago as it does violate the ToU and it would have been edited or removed with the OP receiving the requisite email from the hosts - instead, I chose to try to calm the waters and explain why we could not help and to address this with Apple.

All of it has been to no avail. Please read the ToU - there is a link at the bottom of every page. I am done here.

Hello Mimsters,

thanks for your words, I will try to call however It is very funny because I tried to call the phone provided but It does not get trought. At this point is like everything is going wrong and feels like a mad joke.

As you said, If I ever get the chance to speak to Apple Care, ask for a supervisor and then ask to fill a formal complaint. Then they might do something. I don't know at other countries, but in Spain if you ask for a complaining form, that goes straight to customer defense and, If many are collected, they can act against Apple, thus filling a complaint in Spain is something most of the companies do not want.

I will keep updating the result of my situation to encourage future customers that they might have an exit and their rights as customers are protected.

babowa, do you know why is so important to open the forums to complaints? For two reasons, first, because the customer has rights protected by law and deserve some consideration, at the end is the custormer who pays for all Apple's employees and corporation, and second, because if a person describes its nigthmare on a forum but at the end everything is solved, it gives hope to others and help calm the water as you mention an let the people keep believing in Apple's value proposition.

One of the lessons learned by Steve Jobs is to keep moving forward to pursue your dream despite everything is against, well, my dream is to be considered as a responsible customer, a trougthful customer and a human being with rights. Thus, I will pursue my dream no matter if an "already too big" corporation does not care about the customer just after walking out the store with a very expensive gadget.

Best

biostarling wrote:

do you know why is so important to open the forums to complaints? For two reasons, first, because the customer has rights protected by law and deserve some consideration, at the end is the custormer who pays for all Apple's employees and corporation, and second, because if a person describes its nigthmare on a forum but at the end everything is solved, it gives hope to others and help calm the water as you mention an let the people keep believing in Apple's value proposition.

That may be the way you see the purpose of these forums. However, it's not the way the forum owner, Apple sees it. This is a technical support form. Some leeway is allowed but it's still not the appropriate place for complaints about Apple's policies. You have a right to your opinion. Apple has the right to make the rules on their fourm.

You have read all the comments I've made here since 2005? Nice work.

I will repeat, most of us here are long time Apple users and volunteers. Hearing someone rant about not buying Apple in the future is irritating. But those that are actually serious about it is fine by me, which is what I told you. But I also tried to help in telling you to read the warranty thoroughly on the device you purchase as Apple is not the only one with this restriction on service on phones.

You have tried to get service where you are through official channels and thus far have failed. You can keep pursuing it up the management chain where you are at or call AppleCare and go through Customer Service. If at the end they say no you are back where you started.

And again, if you do decide to switch, read the warranty carefully and ask questions before you buy.

not only do they fail to do what they say they do see case 502159933 - no one called as promised

but they censor posts complaining about them.

I've had 3 deleted in the past hour

No wonder everyone is leaving in droves

I'm not leaving. I have no problems. If you have a complaint, file it properly through the correct channels.

This poster has been posting complaints in every thread that mentions the word since their thread was pulled for TOU violations.