bouncingstar
Level 1 (4 points)
iCloud

Q: AppleCare Account Security denied icloud unlock request

Hi, wondering if anyone runs into our situation..

 

We bought an iPad Air from Best Buy. It was on open-box purchase and somehow the device still has an icloud ID attached to it, probably from a previous buyer who decided to return it to Best Buy. Now, AppleCare Account Security keeps denying our request to have the old icloud account removed, citing that the purchase date on our Best Buy receipt does not match with their internal purchase date (which was an older date).

 

It was beyond the 30-day return period so we could no longer bring it back to Best Buy. Otherwise, we wouldn't be having this issue.

 

We have a fundamental issue with AppleCare's reasoning. As a consumer, we should be able to obtain service within one year our purchase. We paid for such service from our device purchase. We do not care if and how their internal system keeps track of things. If somehow Apple's and Best Buy's systems have discrepancies in their record keeping, isn't that supposed to be their problem, and not ours?

 

Has anyone encountered anything like this before and how did you have it resolved?

 

Thanks!

iPad Air, iOS 8.4

Posted on May 11, 2016 10:23 AM

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bouncingstar

Q: AppleCare Account Security denied icloud unlock request

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  • by bouncingstar,

    bouncingstar bouncingstar May 12, 2016 9:55 AM in response to bouncingstar
    Level 1 (4 points)
    iCloud
    May 12, 2016 9:55 AM in response to bouncingstar

    So we went to the Apple store as planned. After providing proper proof of purchase, they have no issue with removing the old icloud ID. They gave us the choice of a certified replacement ipad but we opted for just having the icloud account removal. Warranty period was also adjusted accordingly.

     

    And that was it, no fuss. An excellent level of customer service we would expect from Apple, a level of customer care that AppleCare Account & Security, after 21 long days, in our opinion has failed to provide.

     

    Thanks for all your constructive input

  • by Pmintz25,

    Pmintz25 Pmintz25 May 12, 2016 10:28 AM in response to bouncingstar
    Level 4 (1,700 points)
    May 12, 2016 10:28 AM in response to bouncingstar

    Did you ever talk to the Agreement Administration department?

     

    They usually handle Date of Purchase issues. They have people email them receipts all the time so they can verify DOP and change the warranty period. You must have got someone on a bad day, or maybe they were new and didn't want to ask for help.

     

    It rocks that the Apple Store gave you those options. Glad to hear it worked out for you!

  • by bouncingstar,

    bouncingstar bouncingstar May 12, 2016 10:54 AM in response to Pmintz25
    Level 1 (4 points)
    iCloud
    May 12, 2016 10:54 AM in response to Pmintz25

    My main point of contact was with a senior advisor at AppleCare. He was the one contacting and forwarding the unlock requests to the Account & Security department. He was extremely helpful and understanding. However, working with this department is a pain. Each time a request was sent, it would take a few days to get a response, and each time it was a consistently disappointed denial.

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