What's Happened to Apple's Customer Service?

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Level 1

8 points

What's Happened to Apple's Customer Service?

Apple, Where has your customer service gone? I called in over a month ago, finally got routed to the right rep for my question. I explained the problems I was having with the Airport Extreme. My frustration with having purchased it the year prior specifically because I was having network/signal strength problems with my Time Capsule. They 'sold' me on purchasing the Airport Express to extend and strengthen the range. Continued to have problem. My ISP Cox kept telling me it was Apple's compatibility. I even paid for an upgrade for a better Cox modem.

Comes to find out, Apple no longer sells Airport Express. And that there were issues.

My three year old son was run over two years ago. It's been a financial struggle for us. The kid that hit him was 14 and he had no insurance. We paid for the medical. I explained this to the rep I spoke to when I called in and expressed my frustration. He indicated that even though it was over a year, he was going to see what he could do. Placed me on hold for a long time. Got back on the line and said that they granted an exception and would refund the cost of the Airport and that because they no longer sold them, I didn't even have to return it.

Guess what? No refund. I've now called back three or four times and am getting the run around. Now being told that because that rep didn't put in Any notes, they aren't going to honor what I was told. How's that? Isn't that the reps issue, not mine? I'm pushing back on it - they have the reps name and they record these calls. Just bc he didn't add notes doesn't mean I should be penalized. I went out and purchased a router that Does work, counting on that refund that I'd been told I would received. What has happened to Apple? They used to have a stellar customer service.

Airport Extreme 802.11ac

Posted on Sep 19, 2018 11:46 AM

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Answer 1

Tesserax

Level 10

158,658 points

Sep 19, 2018 1:51 PM in response to meredith270

You are not talking directly to Apple here. We are fellow Apple-product users. just like yourself. Apple representatives. may or may not, respond to posts. I'm not sure how any of us can help you with this matter as only Apple would be in the position to do anything about it.

I suggest that you start by using the Contact Support link in the upper-right of this web site. You may need to elevate your issue up the support chain to try to obtain a refund if that is your goal.

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Answer 2

Tesserax

Level 10

158,658 points

Sep 19, 2018 2:05 PM in response to meredith270

Sorry that this has been so difficult. I've not had this issue with Apple, but I assure you I have come across it with a few other vendors in my time.

FYI ... If you purchased an extended AppleCare+ service plan with an Apple product your AirPort base station my still be covered up to three year from its purchase date. If it was purchase within the last year, they should still be able to replace it for you ... if they have available stock left ... and as you may probably already be aware, they are getting out of the network hardware business.

The following article may be a bit dated and is around a Mac, but you may still find it valuable for "next steps:"

Know Your Rights - What To Do If Your Apple Turns Out To Be A Lemon - Cult of Mac

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Answer 3

meredith270 Author

Level 1

8 points

Sep 19, 2018 1:54 PM in response to Tesserax

Thank you. That's what I've done and where I'm getting stuck. The Apple Support rep communicated they would process the refund. Now additional Apple Support reps (and managers) are indicating bc there are no notes, too bad so sad. Apple used to be a Mean What You Say, Do What You Mean kind of company. Ah well. Thank you for your reply.

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Answer 4

meredith270 Author

Level 1

8 points

Sep 19, 2018 2:09 PM in response to Tesserax

Thank you much! The problem at this point is 1) the time capsule and Airport I was told to purchase to 'fix' the problem, never fixed it, it was always problematic and 2) I was told they were refunding the amount for the Airport. I had no reason to question what I was told and bought a new router that works amazingly well, counting on the refund I was informed I would receive.

I too have never run into such a problem with Apple. That's what is making me so upset. They can easily speak with the rep that communicated the refund to me or listen to the recorded conversation. It shouldn't fall back to the customer that the rep didn't put in notes - we have no control over that. I'm soap boxing 🙂 I'll stop. But thanks again.

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Answer 5

Tesserax

Level 10

158,658 points

Sep 19, 2018 2:16 PM in response to meredith270

Do you still have both AirPort base stations still? Do you still want any assistance in getting them to work for you? If so, we can certainly try to help you with that.

...and if that's the case, we would just need to know a bit about your current network configuration, the exact models of your base stations and what your networking goals with both of them.

All we know, so far, is that you have a Time Capsule (TC) and either an AirPort Extreme (AEBS) or AirPort Express (AX) that you were trying to use to "boost" the wireless network provided by the TC.

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What's Happened to Apple's Customer Service?

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