Complaints Department - AppleCare Plus Policy
It seems that I now have two things to complain about.
1. The fact that there is no way to send an email complaint regarding a dissatisfied customer experience. It seems I will have to post this on the forum for everyone to see.
2. AppleCare Plus sales (The actual reason I am complaining).
During a recent visit to my boyfriend who lives in Chicago, I purchased an Ipad at a store in Naperville, IL. I would've also purchased AppleCare Plus but after I was told that the AppleCare Plus service does not extend to Canada I opted not to. This in fact is NOT true as I later discovered. In fact, initially I was told that AppleCare Plus was not available in Canada which I said was impossible since I had AppleCare Plus for my Iphone 5. The salesperson then went to check with his superior and he discovered yes Canada did in fact have the AppleCare Plus service but that if I purchased the US one I would have to return to the US for any issues/replacement. I was told that I would have to purchase the AppleCare Plus here in Canada. After returning to Toronto, I then went on a trip and got really sick upon return. When I finally recovered and remembered to purchase the AppleCare Plus it was 5 days after the 30 day limit. I understand that there is a policy on having to purchase the AppleCare Plus within 30 days of the purchase but I felt like an exception could've been made here as I was erroneously misinformed. In fact, the sales person at the Apple Store in Toronto Eaton Centre was also under the impression that I couldn't purchase AppleCare Plus here for a US bought purchase.
I spent an hour on the phone with a customer service agent named Micah, whom I commend for his patience and understanding. However his superior said that since I had no documented proof of the conversation I had at the original store they could not make an exception to purchase the Apple Care Plus.
I just want to say a few of things that I am very disappointed about. 1) The lack of knowledge of the policies of goods and services that you are selling. I understand that it may be hard to pass on the information to the numerous staff on duty but the fact remains that any one of them could've and SHOULD'VE called to find out and this would've all been avoided.
2) I feel that when I was told that they couldn't make an exception for lack of documented proof that I felt like I was called a liar. I feel that if you want proof of this, the best thing to do would be to send someone to an apple store and just ask them if AppleCare Plus purchased in the states would be covered in Canada. I wasn't asking for the protection plan to be free, nor was my item damaged in any way, why would I lie about this? My intention was to go into the Apple store and LEGITIMATELY PURCHASE the protection plan. I understand that had I the foresight to know that I would've been too ill to go in later on in the month I would've bought it earlier, but the fact remains that I intended to purchase this ON SITE when I purchased the Ipad.
At the very least, I felt that an exception should've been made. I was only 5 days after the 30 day policy.
AppleCare Plus-OTHER
