Apple Tech Support

Apple didn't even get to first base with me. I ordered an iPad2, gift for my wife. After ordering and getting my email confirmation, I noticed that the engraving was wrong. I called customer support with a simple request to change the engraving. Bear in mind, only 10 minutes has passed since I ordered and called CS. Their response was too bad, so sad. I said it's only been 10 minutes, they said sorry they really get these out fast. I responded that they need to tell their engravers to slow down! Anyway, I tried to cancel, again "too bad so sad, you'll have to go through the return process."

If Apple can't take care of this simple problem for a new customer, it stands to reason they won't back their product and the CS is worthless. I can't wait to get my iPad so I can return it and to never return. So beware, I'm sure this is a great product but don't expect any thanks from Apple CS.

The tech personally instructed me in restoration of my iPad 2. It deleted every bit of content in my apps. There was no backup on my Mac even though I had backed it up. Problem with Apple's new IOS.

I have an iPad with the same MEID number as another customer. Apple customer service says it is impossible. I try for days with no luck. I still have the iPad and cannot surf on Verizon's network. Verizon told me it is Apple's fault. I spent at least 20 hours trying to get this issue fixed. They would keep transferring me to someone else and they would say it is impossible. Verizon could not give me anything to prove someone else had the same MEID number because of confidentiality issues. It is unbelievable. Apple ** me up for days.

I am now entering my 3rd year of college. I have always depended on my Apple products to help me get through school as well as supporting the Apple company because I thought that their products would help me through my education, without breaking and be very dependable as well. As of now, I own an iPhone, iPod and a MacBook Pro. All of which I purchased with my own money, being a broke college student. None of which I have owned more than 2 years, they all 3 have been broken in the last 2 months.

Yesterday, my MacBook managed to break. This was when I had enough. None of your service departments seem to help people who are outside of warranty, unless selling them a new product or charging them an arm and a leg. I am now doing a semester abroad in Costa Rica, spending my time not in school but volunteering at a local orphanage and now, I can not keep in touch with my family. I hate to complain but now I am left with no communication, no way to admit my work via internet and now lost all my school work. Now, I am not only out of phone, iPod and computer, but have no money to fix it because I am in school and broke. The remaining money I had from loans were put towards the orphanage.

All I'm asking for is some help with my products. I don't have money to offer. All I'm asking for is to get what my money paid for and not have a product that just gives out on me after a certain amount of years, that's why I bought the newest and best product release. Please, help me. If you need any serial numbers or proof that I am putting the little money I have towards helping others and can not afford to buy the newest and best Apple product, let me know. I just want to be able to have my computer, iPod and phone work and would love to remain with Apple if your company can offer that. Please let me know if there is anything I can do to make that happen!

Abby **

My iPad was purchased on Sept 8, 2010 and given to me as a gift at Christmas. The day after it left the one-year warranty period, it developed a screen defect, an unmovable large black line the width of a pixel, permanently mars the screen. I have maintained it in pristine condition, the line appeared without cause. Apple wants $300 to fix the defect and insists that it can do nothing because the iPad is out of warranty by 22 days.

I purchased an iPad and an iPod. After the most recent updates, neither will connect to the iTunes store or access internet. Any of the games purchased that require an internet can not be played. Between over $800 for the iPad , $200 for the iPod and the $300 spent on games and video. I am out over $1,100.00 and they have no answer.

The reason I am contacting you is because of my experience with Apple Inc. I was called a "fag" via email from rather Steve Jobs himself, or an Apple Inc. employee. If you have the time, please help me. At this current time, Apple's Executive Relations Dept. is in my opinion, not interested in helping me, or even listening to me. I am dealing with Matthew, at Executive Relations at this time. I have lost sleep over this, and it has affected me emotionally. Not to mention the hours I have spent doing nothing more than sticking up for myself, as I should. Please feel free to contact me at any time regarding this issue. I thank you for your time.

I remember when I purchased my first Mac. The old school, as of today, dark blue clamshell iBook, I loved it. Years later, when it was time to upgrade, I bought my PowerBook G4. Following the Apple "cult" logic, I went on to purchase iPods, and eventually the original iPhone a few years ago. This is when my love affair with Apple began to wane, and eventually collapse for me. It ended with Apple's CEO Steve Jobs, or an Apple employee impersonating Mr. Jobs, emailing me, and telling me "Hey Lance, quit being a fag." Yes, you heard me right.

I have had as of date, four iPhones. The first original iPhone was leaking glue onto my face and burning my face. Apple replaced it. After fighting tooth and nail and after having an obviously defective product, I was given the "gift" of an upgrade to the iPhone 3GS. Yet again, bubbles developed in the iPhone 3GS's screen. At that point, I was outraged. I wanted compensation for having (3) defective iPhones, and being out of a phone for days while each was diagnosed, replaced, and shipped back to me. My request for compensation may had been lofty, as I admit. I wanted a computer for free. Apple's firm answer was "No." Alright, I may be a persistent man, but I am not unreasonable. I was more than willing to let it go, and forget about my request. On August 25, 2010, I get an email from Steve Jobs, Apple's CEO, or an Apple employee impersonating Mr. Jobs, telling me to "quit being a fag." After being more than willing to accept that answer, an Apple employee decided to spout such disgusting hate speech towards me.

Now, I am sure you're asking yourself, "Lance, prove it." I can. I have enclosed the emails I received, including my reply email to this Apple employee. I have the proof that not only was I called a "fag", but that this Apple employee knew what had happened with my original iPhone. They knew "warm, hot glue emitted" from my original iPhone. They knew my name, my email address, and in the subject line from this email knew I had "an issue", and knew I had requested a computer for free as compensation. It does not take a rocket scientist to figure out someone from Apple Inc. was responsible for this. As a note, I told no one in my life about the issues with my 3 iPhones, and my request for compensation. No one other than Apple Inc. employees knew of this.

At this point, I did indeed request a free computer, and deserve it. As of today's date, Apple will not be compensating me for what has happened to me in any way. They may or may not have launched an investigation, and if they had, I "am the public!". I was referred to as this by Daniel of Executive Relations, and I will never be informed if anyone has been held accountable. I'm no longer the victim of harassment, and intentional hate speech. Now, I am the public. Wow. That is all I can say. What worries me especially, is that an Apple employee used and/or stole my private information (Name, email address, and my conversation with Apple employee(s)), without my permission, contrary to what is stated in your own Privacy Policy at Apple's website.

It seems to me that these guidelines and communication of your privacy and security policies to employees failed. Those failed drastically. I am sharing my story with you because I am outraged. I am sickened, saddened, and have lost hope for personal accountability. By me contacting you, I am in no way trying to demean you, or Apple. I actually take pride in owning Apple products. I am so confused, and unable to wrap my brain around what has happened to me. I cannot understand after such an unusual, and bad experience I have had, that Apple is unwilling to compensate me for this.

I again, am asking for a computer as compensation for this ordeal. I hope that you can find it in your heart to at the very least, consider compensation. I do not feel I am asking for too much. I respected Apple. I grew up with Apple. I had a nightmare of an experience, and I hope the company I once trusted, will do the right thing.

We have purchased two Airport Express machines because they only last one year before breakdown. The Apple service department refuses to help or even hear the complaint unless we first pay them $50. There is no online contact form whatsoever. The product is bad but their customer service is the worst I have ever seen. Reset of the Airport Express caused the entire machine to stop working completely. There are many threads out there of folks who have the same problem but Apple's only solution is to buy another one.

had uverse installed. mac would not save key number so it could get on line, talked to tech for apple, tech would not help me without a 49.00 payment for tech support. love the computer but hidden fee is foul. had to fix my issue on my own and did. spent 1600.00 and this is how i am treated! may rethink this when im ready to upgrade! thanks for nothing and verry dissapointed. i really like my mac, but have been burned now.

After waiting approximately 50 minutes on hold, Ashley answered. By this time it was 6:30 pm Pacific time which was 30 minutes after Apple Customer Service closes. Ashley sounded quite professional. At the beginning of the call, she asked for my call back number in case we got disconnected. I gave her the number. Five minutes into the call, sure enough, we got disconnected. I never got a call back. I did not disconnect the phone and was calling from a land line, so there is no cell phone to blame. My sense is Ashley disconnected the call on purpose since she wanted to go home and since they were technically closed at the time, she knew she could not make an out call to call back.

Sometime during the last three months or so Apple seems to have outsourced or transferred much of its technical support function to a facility or facilities in Bangalore, India. While I think that in and of itself this is deplorably stingy, in light of Steve Jobs' astronomical compensation package, it is not for me to say that they should not be taking actions like this to cut costs, as long as the Indian staff is competent. The problem is, that it is not.

In my experiences dealing with the new telephone tech support reps I have found their role to be little more than time wasters. They are obviously just folks who are set in front of a terminal reading text off of a knowledgebase. I detect no familiarity with either Apple hardware or the Mac OS when I speak with them, and inevitably my tech support issues get bumped up to someone more senior. Before first level support was transferred to India I was often able to get my issues resolved with the first person I spoke with. Now I never do.

Apple's customers have tended to be quite loyal and this significant degradation of support services is quite a blow.

Damage Resulting: LOTS of wasted time having to describe software and hardware problems to people who are not competent to respond constructively.

I bought a new dual processor G-4 which came with the promise of 90-day telephone support. As with Adobe, and other companies, I thought that reasonably it would be from first phone call. No, only date of purchase. To answer my one and only question, they wanted $50. After exclusively buying computer after computer from Apple for the past 15 years I feel that this is horrible.

I bought the expensive G4. It has been nothing but a problem, errors, freezing up. It's not the speed or quality that I expected. Tech came out soon after I bought it in Aug. 2001 and knew that I was having constant problems. I wanted to bring it back to CompUSA where I bought it, but tech said they wouldn't take back after 14 days! I tried to deal with it and then wrote to Apple since they have a one-year warranty. They want to fix and not refund money. I am disgusted with the whole mess and do not want this bad computer. My family and I totally upset and certainly didn't expect this from Apple reps.