Mimsters
Level 1 (0 points)

Q: 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

Posted on Mar 27, 2013 11:47 AM

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Mimsters

Q: Complaints Department - AppleCare Plus Policy

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  • by babowa,

    babowa babowa May 19, 2014 5:33 PM in response to alice401
    Level 7 (31,900 points)
    iPad
    May 19, 2014 5:33 PM in response to alice401

    If you want Apple to reply, you need to contact them - you are just talking to other users here. Here are all of the ways to contact Apple:

     

    http://www.apple.com/contact/

     

    There are no email addresses; you can look through the board of the directors listing to find names of VP's or the CEO.

  • by alice401,

    alice401 alice401 May 19, 2014 5:42 PM in response to babowa
    Level 1 (0 points)
    May 19, 2014 5:42 PM in response to babowa

    HI

     

    Thank you for replying.

     

    I Did call customer service , dont mention. Worst service i ever had.

     

    and i really dont know what to do. I wrote feed back but  no updates. Worst experince.

     

    anyway. Thank u

  • by deggie,

    deggie deggie May 19, 2014 5:53 PM in response to alice401
    Level 9 (54,464 points)
    May 19, 2014 5:53 PM in response to alice401

    Was it bad service because they were rude to you? If yes, and since you work in custormer service, you should know to call back and ask for a supervisor or a manager. Did you do that while you were on the phone?

     

    Or was it bad service because they wouldn't do what you want them to do?

  • by alice401,

    alice401 alice401 May 19, 2014 8:50 PM in response to deggie
    Level 1 (0 points)
    May 19, 2014 8:50 PM in response to deggie

    HI

     

    The person name is mr andrew and he was very very rude and also didnt give alternative solution to the cust and he said he is manager there and he said there is no point to speak to other people bc he is the manager

     

    so what else i can say or do?

  • by deggie,

    deggie deggie May 19, 2014 8:52 PM in response to alice401
    Level 9 (54,464 points)
    May 19, 2014 8:52 PM in response to alice401

    What is it you are wanting him to do?

  • by alice401,

    alice401 alice401 May 19, 2014 9:16 PM in response to deggie
    Level 1 (0 points)
    May 19, 2014 9:16 PM in response to deggie

    HI

     

    are from Apple ? Kindly let me know.

     

    MY mac air so suddenly not able to turn on. And i asked help and they asked to refer to the shop i bought it, and the repair shop asked me to refer to apple, other wise they will charge bc my mac air warrenty finished. And i didnt do anything wrong. I took care of my mac so well and after one year even not close to two years yet. What a worst prosuct from Apple. And why do i need to pay? And also i am not the only one having this issue , so many people r having the same issue.and no solution was provided.

     

    i Am just wondering that why we choose Apple ? Becuase i am very much sure that we trusted to the quality of the products.

     

    anyway. Thanks

     

    i am very disoppointed and sad

  • by deggie,

    deggie deggie May 19, 2014 11:06 PM in response to alice401
    Level 9 (54,464 points)
    May 19, 2014 11:06 PM in response to alice401

    No, I am not from Apple.

     

    How far out of warranty were you? If it was several months there really is nothing anyone at Apple can do for you, will have to pay for the repair.

  • by alice401,

    alice401 alice401 May 19, 2014 11:26 PM in response to deggie
    Level 1 (0 points)
    May 19, 2014 11:26 PM in response to deggie

    HI

     

    I bought it 2013 FEB.

     

    How ? The customer service so owful there.

     

    PLease advise me if you have better idea

     

     

    thanks

  • by deggie,

    deggie deggie May 19, 2014 11:38 PM in response to alice401
    Level 9 (54,464 points)
    May 19, 2014 11:38 PM in response to alice401

    That would make it 3 months out of warranty. It has a one year warranty unless you purchased AppleCare for you MBA which would extend it to 3 years. You have to purchase AppleCare while within your one year warranty. You should have received at least one email as your warranty came close to expiration offering you AppleCare.

     

    Brian has to have a supervisor which you could ask for but I honestly think you really have no options here other than paying for a repair. Did they tell you what was wrong with it when you took it in to the Apple Store?

  • by alice401,

    alice401 alice401 May 20, 2014 2:54 AM in response to deggie
    Level 1 (0 points)
    May 20, 2014 2:54 AM in response to deggie

    HI

    first thing is no one advise me about 3 years warrenty , and second thing is i uesd toshiba in five years and never had problem. And suddenly this Apple products giving me too much inconvince

     

    I am so regret to bought it this Apple products. And it is my issue that mac air not working. Apple products quality this much poor so Apple should take responsibility .

     

    MAybe i will call again later

     

    thank u

  • by Gill1979,

    Gill1979 Gill1979 Oct 3, 2014 8:37 AM in response to alice401
    Level 1 (0 points)
    Oct 3, 2014 8:37 AM in response to alice401

    I Agree with you mimsters.. There are way too many issues with apple customer support. Only those who have run into issues with their apple products can understand that. I am surprised that there are certain people on this forum are objecting to ur post being published here but then again only the wearer knows where the shoe pinches. I have been an apple product user for so long, never had any issues but unfortunately with iphone 6 i ran into way too many problems which made me to contact apple support. Well needless to say everything went downhill from that point. i was pointed to various apple policies. To my surprise the policies of apple inc have made me speechless in disbelief. I consider myself very fortunate that a single request at customer support has made me more aware and my eyes are open now. So consider urself lucky that u are aware now. And thank you for posting your concern it might lead other consumers to see Apple in a different light.

  • by babowa,

    babowa babowa Oct 3, 2014 8:53 AM in response to Gill1979
    Level 7 (31,900 points)
    iPad
    Oct 3, 2014 8:53 AM in response to Gill1979

    I am surprised that there are certain people on this forum are objecting to ur post being published here

     

    This has nothing to do with "certain" people. These are user to user technical forums.

     

    We ALL have agreed to the terms of these forums - which are owned by Apple; they make the decisions. You did read those?

     

    https://discussions.apple.com/docs/DOC-5952

  • by Gill1979,

    Gill1979 Gill1979 Oct 3, 2014 9:36 AM in response to babowa
    Level 1 (0 points)
    Oct 3, 2014 9:36 AM in response to babowa

    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.

  • by babowa,

    babowa babowa Oct 3, 2014 10:42 AM in response to Gill1979
    Level 7 (31,900 points)
    iPad
    Oct 3, 2014 10:42 AM in response to Gill1979

    I understand your point and you did not offend me. My post simply was meant a cautionary note that the hosts (Apple employees) may remove the posts or entire thread since it does violate the ToU.

  • by carolinefromleicester,

    carolinefromleicester carolinefromleicester Oct 7, 2014 3:36 AM in response to Mimsters
    Level 1 (0 points)
    Oct 7, 2014 3:36 AM in response to Mimsters

    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!!!

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