Denied access to the Express Lane support

Question

Denied access to the Express Lane support

Apple Denies Me Access to Express Lane Support

For years I have used Express Lane support and have always found it extremely valuable and a great investment. I had it for an iPad for three years and an Air, also for three years. I bought the three year plan for a new Mini last year and used Express Lane easily and successfully on a couple of occasions. I bought a new Pro this summer and used it with that, too. But now when I try to schedule a call, I am being denied access to the service I am paying for. I am a US citizen on assignment in Trinidad & Tobago and cannot get Express Lane to call me, Apple has no support number for Trinidad & Tobago, and I cannot find a way to speak with anyone. What I want is the Express Lane help I'm paying for. How can I get to talk to someone with some authority who can resolve this for me?

Please don't tell me to take it to an Apple Retail store, because we don't have one here. What we have is a private company (iWorld) in a mall and they have a very limited set of skills and abilities.

I apologize in advance if this is posted in the wrong place. There was not an option for an Express Lane community, and my problem includes both my Mini and my Pro, so if I need to post this somewhere else, please advise.

Thanks,

david allan van

iPad Mini, iOS 8.1

Posted on Nov 19, 2014 5:33 AM

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Answer 1

ChitlinsCC

Level 7

21,140 points

Nov 19, 2014 8:07 AM in response to davidallanvan

Howdy david,

bummer... please describe in detail the actions you are taking to shcedule an Express Lane contact. With your previous joy with the service, did this take place while resident in T & T?

It seems that recent changes around Apple have caused some confusion with the traditional methods we are used to... Genius Bar 'appointment scheduling' comes to mind (I know it doesn't apply to your issue, just an example of a changed process)

regards

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Answer 2

ChitlinsCC

Level 7

21,140 points

Nov 19, 2014 8:09 AM in response to davidallanvan

in addition, screenshots where applicable might help us...

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Answer 3

babowa

Level 9

78,574 points

Nov 19, 2014 9:12 AM in response to davidallanvan

To understand fully: are you referring to the applecare protection plan with "express lane support"? Or is there a separate paid program with that name? The regular support options have been changed recently (part of which used to be called express lane). I did find the Trinidad support site - you have probably tried this?

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

If it is a paid service, I'd suggest you contact Apple corporate in Cupertino to ask how you should proceed.

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Answer 4

Nov 19, 2014 10:05 AM in response to ChitlinsCC

Yes, I have done this successfully from T&T and recently, too. The change is unannounced and unknown to Apple Support.

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Answer 5

Nov 19, 2014 10:07 AM in response to babowa

Yes it is Apple Care with Express Lane support. The only option from T&T is take it to the store. And we don't have one. There is no number in T&T to call, and Apple's "toll-free" 800 number is not toll-free from outside the US. Today I spent 2 hrs and 10 minutes, most of them on hold.

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Answer 6

Nov 19, 2014 10:10 AM in response to davidallanvan

The situation seems to be that Apple no longer provides Express Lane support services to those of us outside the US. Of course no one at Apple ran a cross tab to find who in T&T would be affected so they could send an email or make a call or provide any information or generate a refund. I have two current 3-yr plans at $300+ each and no service.

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Answer 7

babowa

Level 9

78,574 points

Nov 19, 2014 10:20 AM in response to davidallanvan

I'd contact Apple corporate - here are the links for the terms of APP's:

http://www.apple.com/legal/sales-support/

You can take a look at them.

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Answer 8

ChitlinsCC

Level 7

21,140 points

Nov 19, 2014 10:32 AM in response to davidallanvan

david

as this appears to be a business issue rather than a technical one, you are going to need real live Apple folks to help resolve it. Something paid for yet no longer available (and therefore in fact undelivered) requires an alternate path for delivery or a refund. that is explicit in US governing law.

It seems to me that you have an issue that needs attention from a supervisory Apple representative. I have found, in my few contacts with AppleCare folks, that a supervisor can - and will - see an issue through to resolution. As you have phone numbers handy from recent contacts - maybe even a 'ticket' number? - I would pursue this avenue but ask for a supervisor, then their supervisor if no joy, etc.

Another path is through the Store - as you did in fact 'buy' from the Store, they should help make things right. This is the link provided for ALL stores:

Store Group - Contact Us - Apple Support

Others may have better advice and even be giving same while I compose this, as I have taken several breaks in the interim.

I follow your issue with interest. best luck,

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Answer 9

Nov 19, 2014 10:41 AM in response to ChitlinsCC

Yes, it is very much a business issue and not a technical one. Yes, it takes real live folks. This was easy when I could enter through the Express Lane system, not so when I'm in the cattle queue for two hours this morning. I got a rep who said she'd get a supervisor. I asked her to take my number and have someone call me and was very disappointed when she said she wasn't authorized to do that. When she finally did get a supervisor, the line was disconnected, and I went all the way through all over again. This time when I got a rep after 20 minutes, he said it wasn't his area and dumped me back into the queue. The fourth guy finally found a supervisor. She was very kind and said she would look into it and get me an answer. She gave me her direct line and her email address and said I would hear from her some time next week. I told her what I really wanted was the support I paid for at the levels I've come to expect. And if they can't/won't do that, I will expect a refund. But I will be vastly disappointed if I lose that level of support. With no Apple Store here and only very rustic and inefficient computer "experts," the situation in very bad for an Apple user. If I ever needed confirmation as to why I pay so much for the top shelf support plan, today was the day. Thanks to all of you that offered advice and tried to help. I'll post Apple's solution when I get it next week. Thanks again, davidallanvan.

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Answer 10

ChitlinsCC

Level 7

21,140 points

Nov 19, 2014 10:59 AM in response to davidallanvan

with all the brouhaha over the original topic, I failed to ask "What seems to be your technical support problem?" Maybe we can help!

If you have a post elsewhere regarding your technical issue, maybe you could post a link to it here and we can have a look? If no post elsewhere, consider making a new one and call our attention to it here?

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Answer 11

Nov 20, 2014 9:40 AM in response to davidallanvan

Followup to Apple Care Express Lane problem.

Was finally introduced to a very pleasant and capable person who has solved my problems. Additionally, she enrolled me in VoicePass (which, oddly is not automatic with an Apple Care plan). With my phone number in the system, they recognize it's me calling, acknowledge I'm an Apple Care plan holder, and put me in the appropriate queue. This I will use if I am unable to successfully use Express Lane.

Again, thanks to all of you that offered advice, and I am pleased to have good feelings about Apple again.

*****

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Answer 12

babowa

Level 9

78,574 points

Nov 20, 2014 9:40 AM in response to davidallanvan

Glad to hear your problem was resolved; I've asked the hosts to remove your email address as that is not safe in an open forum.

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Answer 13

ChitlinsCC

Level 7

21,140 points

Nov 20, 2014 10:02 AM in response to davidallanvan

d...a...v

COOL !! 😎

I used to run (player/coach style) a tech/customer support group and have had good experiences when I finally climbed high enough up the AppleCare supervisory ladder. Low level folks don't have the skill set set - YET - of those with seniority in call center shops. Phone calls are important in that digital media is so impersonal that it is easy for the other party to fail to see the problem or its seriousness. Also important is what you report... "pleasant" demeanor. I'll bet they were "empathetic" and "conversational" as well.

RE: VoicePass, etc. - there are many things here in the forums and AppleWide that I think are oversights in implementation and User eXperience (UX) design, but it is what it is. I am sure there is some rationale for how it is. Seems there are many 'features' that go un-noticed and therefore un-used in a lot things Apple.

As you seem to indicate a moderately long period of Apple Product use, I hope to see you around as a help-er rather than a help-ee.

regards

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Answer 14

Nov 20, 2014 4:20 PM in response to ChitlinsCC

My early computer training was on mainframes with punchcards. 37 years later, with hardware and software doing so much more, keeping current is far more difficult now than then, and no longer an area of interest.

I continue to be baffled by illogic and by UIs designed by techs and not by users. I long ago learned that engineers are interested in things; behavioral scientists are interested in how people USE things. The difference is an enormous one. My contribution these days is as a organizational-level Knowledge Management architect, not as a computer jock.

And yes, I once owned an Osborne and a Lisa and a 40lb Compaq "portable."

Thanks again to all of you who are willing and able to help. If you want to see what I do, go to davidallanvan.com.

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Answer 15

ChitlinsCC

Level 7

21,140 points

Nov 20, 2014 5:28 PM in response to davidallanvan

d.a.v

before we digress too far off the original topic - even though you ARE the Original Poster - and our ever-present 'Hall Monitor(s)' call the Sheriffs - I say you're welcome, EDITdeletedByÇÇÇ

enjoy your island life and come back and see us real soon

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