Complaints Department - AppleCare Plus Policy

I Am sorry babowa if i have offended you but that was not my intention. I really wish that you do not take it personally and may be try to see what is the perspective of this post starter And people like me. Even if you do not that is understandable. I extend my apologies again. i clearly did not understand that this is not a public platform to cry about their grievances. Thank you for informing. I had no intention to criticize anybody here but only wanted to reinforce the fact poor products and poor support lead to mistrust frustration and anger. Thank you and sorry everybody.

I took my IPhone 4S into the Apple Store in Leicester as update took my wifi and Bluetooth out and they said there must have been an underlying problem and that the IOS 8 update, which searches the hardware before it updates would have shut it off, there was no problem with my phone at all, yet I was told that I would have to pay £159 as it wasn't in warranty, for a new handset and that it wasn't their responsibility to fix the problem as it wasn't purchased instore I should contact service provider. I didn't except this so they gave me a phone number for support. This phone call cost me £10 to talk to an automated voice that asked a lot of questions before asking for IMEI number and then proceeded to tell me that as it wasn't in warranty I would have to pay £25 before I could be connected to customer support, Apple cannot be trusted on any issue, my partner went into the store to buy an iPhone and asked about any new phone coming out, they said there wasn't any new iPhone coming out so he went on to buy the 4S, two weeks later the iPhone 5 was released!!!

Apple cannot be trusted on any issue, my partner went into the store to buy an iPhone and asked about any new phone coming out, they said there wasn't any new iPhone coming out so he went on to buy the 4S, two weeks later the iPhone 5 was released!!!

Apple never releases information about a new product until it is released (or they have a media event to announce it). And, their employees have to abide by their non-disclosure agreement.

You may not agree with such a policy, but it is simply a marketing strategy and has absolutely nothing to do with trust.

And, once the warranty has expired, you cannot expect to get free support; however, the diagnosis and troubleshooting at the Genius Bar is always free.

You probably illegally exported the item then. They're not going to provide support for an item that was illegally exported that would be assisting in a criminal offense. Such as someone from South America to comes to America to buy a Macbook Pro. That is illegal. Due to the risk of money laundering through the exportation of electronics its illegal.

Such as someone from South America to comes to America to buy a Macbook Pro. That is illegal.

Interesting; can you post the source of that information please (federal statutes, import/export laws, etc).

Unless the import of an item is banned in a country, I can buy an MBP (or whatever) in the US and, as long as I declare it and pay import duties upon my arrival in the other (import) country, there is no law preventing me to do that (that I know of).

Hi

I had the worst experience of the lifetime with Apple store in Castle Hill Tower Sydney. The Manager on duty (Mr Steve who refused to give his last name or employee number) was very arrogant and gave very insulting treatment. When I asked that I want to complain about him, the Manager behaved as if nobody was going to take any action against him (welcome this is Apple - sic)

I want to know how to lodge a complaint against Apple bad customer service.I checked Apple website which to my astonishment did not give any easy option for mailing complaints.

Can anybody tell me where to lodge complaints. Thanks.

I am also very frustrated with the lack of any way to provide feedback to Apple on its service policies which are just horribly unfriendly to customers!

Here is what has made me so upset. Diagnostics (boot with D held down) on my Macbook Pro said the battery was malfunctioning. I called support and was passed to the local Mac store to have the battery replaced, if needed. I asked if the store has a battery in stock & was told that Apple does not give out such information since the battery might not be in stock when I bring the Mac in. I told them I would call the day of service to check. The store manager said it was Apple's policy not to give out such information and that I would have to bring in the computer and leave it for 3-5 days to get a new battery!

I told them that I would pay for a new battery upfront so they could order one. The store manager said that Apple does not allow pre-ordering of service products. I told her that when I need new tires on my car, I call the dealer and he/she orders tires which I pay for upfront. When the tires arrive, I bring in the car & get them replaced. Her arrogant response was that Apple is not a car dealer!

Apple has become a company with clear disdain for its customers (reminiscent of "ma bell" as so ably illustrated by Lily Tomlin's comic sketches). I urge everyone to stop buying all Apple products.

You are not only rude but rather uninformed about the "Contact Us" links on Apple's site. It is for product feedback, as you can easily discover if you go through the pull-down menus on the site. There is no way to provide feedback about Apple's service policy. When I ran IT for a major pharma company, I ran into a number of service and support employees like you who jumped to conclusions and blamed the customer. It gave me pleasure to fire them and wish you the same fate until you learn to listen and not judge.

Andrew886 wrote:

You are not only rude but rather uninformed about the "Contact Us" links on Apple's site. It is for product feedback, as you can easily discover if you go through the pull-down menus on the site. There is no way to provide feedback about Apple's service policy. When I ran IT for a major pharma company, I ran into a number of service and support employees like you who jumped to conclusions and blamed the customer. It gave me pleasure to fire them and wish you the same fate until you learn to listen and not judge.

No, the "Contact Us" links in Apple's site are not just for product feedback. Did you bother to click on the link?

You also apparently didn't read the Terms of Use that you agreed to when you signed up here. If you did, you'd understand this is a user-to-user technical support forum. Apple's participation here is largely limited to keeping the peace. I don't work for Apple so, they'll have a lot of trouble firing me. However, I'm not judging your problem, merely your ability to resolve it appropriately.

The "Contact Us" links have no line in the pull-down menus for service POLICY issues. One cannot copy the menu options easily or I would do so to show your errors. I know you don't work for Apple because you don't know what you are talking about, and I have found Apple's employees to be rather well-informed. This is a POLICY issue and it appears there is nobody at Apple to disagree with about policy. I will not reply again because you are wasting my time.

The "Contact Us" link, which you haven't apparently yet clicked on doesn't have any pull down menus. What it does have, among many, many other things, is the address for Apple's corporate headquarters. Sending a letter there is always an option.

I know big pharma is not very popular right now but I didn't know it was because the hired sociopaths as employees. You really took "great pleasure" in firing people?

The person on the phone is a first level support person and is not versed in policy nor can they affect it. Unless I am mistaken Apple is not a car dealership so when she told you that she spoke the truth. So did you fire your employees for telling the truth. Did you empower them to discuss policy issues with callers?

There is much more involved in the battery replacement scenario than getting new tires for your car. And, although this may surprise you, there are other customers that Apple has to deal with besides you. So when you take your computer in their may be others ahead of you that also have battery problems. There may be others ahead of you that have other issues with their computer that involve testing and opening it. So the delay could be the number of people available. It could be the they find other issues besides your battery. There are a myriad of variables at play so Apple generally states 3 - 5 days for a battery replacement. So do AASPs. And the older the computer the more the time could be extended. I had mine changed at an AASP and they had a battery in stock and said 3 to 5 days. The next day they called and said the battery they had was faulty and they would have to order a new one. The whole process ended up taking 3 days.

Apple does not offer same day battery service. If this is what you are suggesting then you can use the feedback link for Macbook Pro and state it. You can visit with the manager at the store you were going to use and suggest it and ask him to pass it along. You can call Customer Service and suggest it. You can write a letter to Apple and suggest it. But realize there is a lot more involved than just having batteries in stock.

As to suggesting that no one buy Apple products because of this that is just ludicrous and shows your bloated ego more than anything else.

I never said that I would fire the Apple employees. It was Meg who jumped to conclusions and immediately blamed the customer, me, for not investigating properly, stating: "In addition, there is a "Contact Us" link (as there is in most websites), available to anyone who bothers to look for it. That's also been mentioned in this threads. So, either you didn't bother to read the thread or use any common sense, or you just want the attention you'll get for complaining here." And, yes, blaming the customer is a firing offense in service & support.

You also jumped to many conclusions so reading must not be your strong suit either. I talked to first level support, was passed to the Apple store and talked to their support person, and then talked to the Manager of the store. It was the manager who told me that Apple was not a car dealer, and actually she said that Apple was not Porsche since that was the car that I used for the analogy.

And, frankly, getting new high performance tires on a high performance sports car (along with balancing and aligning them) is more complicated than switching out batteries on a computer. I ran and repaired DEC Vax and PC's for many years and it is not hard to switch batteries, although the recent MacBooks use a ton of glue which makes the job messy.

The idea that Apple has other customers is a straw man. So do all companies. But all well-run companies have different queues for different types of repairs. And, every well-run company has a transparent, easily-used method for providing feedback. Apple does not.

But you did say you got pleasure out of firing the employees at your big pharma company which is what I clearly referred to. Or did you lie when you said that. And the manager of the Apple store never blamed you for anything they just said they weren't a Porsche dealer. And you fired employees for one offense? Glad I never worked for you. Maybe you should go back and read your posts again.

No, you never detailed any of that information. Even talking to the manager that is really not a policy level. Did you politely ask her to pass on your complaint? Can you be polite?

No, I've put tires on a Porsche and balanced them and it is not more complicated in this day and age. Of course if I find issues with your car while I am changing the tires it might take a bit longer. if customers come in before you it might take a bit longer.

You do know that the DEC Vax had less processing power than the PC you were taking in? I worked on cars from the 1920's, that is no help whatsoever in working on a current model year car and has no relevance. And which PCs did you change batteries on? And no, they don't use a ton of glue. Do you always use hyperbole? But depending on the model it is a slow job if you are going to do it carefully. And the other customer is only a straw man issue to you because you consider yourself far more important than those other customers.

Apple actually has a easier method for providing feedback than other companies I have dealt with over the years and has more than one method. If you want to suggest one-hour battery replacement you have many means to do so. But you prefer to rant and tell us about the old days and your Porsche. So her is my suggestion: Sell your laptop and all of your other Apple products, buy a different laptop and argue with them when you cannot get your battery replaced in one day.

Well, it depends on the MBP model/year; mine is a mid 2012 and the battery is a breeze to replace:

http://eshop.macsales.com/installvideos/macbookpro_13_unibody_mid12_batt/

Unfortunately, that is the last model where both the battery and the hard drive (and the RAM for that matter) are easily replaced.