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Reviewed June 20, 2020
Stupid robot always tell me - "I’m going find right person to help you," it’s never happened!!! Remove this stupid robots!!! Always when in calling about Apple products human MUST to answer on my call!!! I pay a lot of money for products to get this help!!!
Reviewed June 11, 2020
I was in an accident a few days ago. My phone got damaged. I called Apple and they put me through to my Apple Care insurance. Filed a claim. Was told I would have a phone within two days but I don’t. But yet they took extra money out of my account. Won’t put it back and they can’t even send me a phone until it goes through the claims department when I was told that it was already gone through. Very disappointed.
Reviewed June 10, 2020
Got the I phone SE online. Got it a week later put the sim card in. Got stuck in there. Went to the store. They got the card out and was told tray in not working. Sent phone to Apple for repair. 18 days later got a text, "Can’t help you. This phone was tampered with!" No you idiot had to get the sim card out so I can use my old phone. I’ll never buy Apple again. Your company is full of BS.
Reviewed May 24, 2020
I recently purchased an iPhone on the Apple Card and thought I had purchased it on their 24 month no interest installment plan. Apparently it went through as a regular purchase. I contacted Apple support was told that I would have to physically return the phone I purchased and buy a whole new phone on the installment plan. They could not just switch it over for me. Very disappointed Apple...
Reviewed May 23, 2020
I recently bought a new iPad Air 3 from my Sprint provider and discovered it had an intermittent problem with the external microphone in plug. It didn’t always fail, but sometimes, and I wanted it perfect. So I went on Apple’s website and filled out their form. They sent me a box overnight. I put my iPad in it and FedEx picked it up. They shipped it to Apple overnight, and Apple shipped back a new, perfect iPad the day after that. Can’t ask for more. Superb.
Reviewed May 21, 2020
The customer service representative need retraining on products specs. I spoke with 3 reps all said something different. I was insulted and hate I’ve pledged my allegiance for so long! There is a difference between customer service and a great customer experience. Amanda ** quoted, "We’re not sending you a FREE charging case because if you find your lost one you would have two." I never request anything FREE. What I ask for was a great customer experience and this was her response after 2 other representatives according to her gave me invalid information (they did dispute what Apple support has online).
I am the customer, I don’t work for Apple hence, I shouldn’t know more accurate product information than someone who is employed with them. She even went further to agree, “you can purchase a set on eBay”. Hence losing any opportunity to up sale another charging case to be purchased from Apple. I’ve spent more than $10k in my lifetime on Apple products for my family; there is no way I should have left his conversation displeased. I should move. Been offered a solution where both the customer and Apple were happy; I am not happy and I declare it. I will not purchase another Apple Product!
Reviewed May 16, 2020
Before I have a very good experience with Apple. When I buy from the apple on the store they are very good. But now I cannot go store because of this pandemic so I buy from the one online/on-call. First they send my phone wrong address, even I tell her my address and I did not get the phone after that. I call the apple and she say she change the address but that's not true again. I got a email about my delivery status. My address is wrong again. I call and he say it's change and on a delivery day when I check my status on FedEx they they have to return back my phone to the apple because of the wrong address (only street name incorrect). I am so disappointed with the apple now because I need a phone now. I broke my phone but they don't understand the value. I waste my time to call them and describe them.
Reviewed April 30, 2020
I have to post here because the so called 'Moderators' at the Apple Support Communities forums have banned my account for a week, because I had the nerve to not be happy with their HORRIBLE customer support options.... Apparently, you have to be extremely careful when you ask for assistance with Apple's trash products/software, and be certain that you are happy with the terrible service at a price of 3 to 4 times what other companies charge for the same thing....
While I do understand that the current Covid 19 virus is causing issues for many organizations, I do not see this as an excuse for poorly designed/engineered products, and having no way to get any help with something you paid for, without having to first purchase a Support package from Apple. So, the fact that you bought a laptop that cost around $6000, is not enough for them, and they expect more money from you if you want any help with shoddy manufacturing, or bug-infested software.
Reviewed April 20, 2020
Very Bad service. I faced big Problem Because of Apple Software Update IOS 13.4..1 I lost my data, Music Player Song of 600 - 700. Their software update are Trash and Please Dont Trust Apple Product. Their Service and customer Support are very Bad. They also have electronic device Heating Problem and Software Bugs that continuously increase. I request you Please Dont waste your Money and Time on Apple Product and I am also apple user for last 4 Year. They Dont care about their Customer. Thank You.
Reviewed March 28, 2020
I must say that I am very disappointed with Apple Support I just got today. I have explained to one of your useless tech supporters about my email issue. It was quitting on me every time I tried to open it. I was advised by the support agent that my computer is old and I need to buy a new one. This is so stupid, I just found out that I can open my email by holding Shift tab, and my email is working perfectly fine. I am very disappointed. How can Apple hire such stupid and inexperienced people giving customers such crazy advises. I will never rely on Apple support again.
Reviewed March 3, 2020
I'm extremely dissatisfied and disappointed with Apple product and customer service. I'm having issue with new iPhone Pro 11 which I recently bought. I Called Apple support after calling them 10 to 15 times and resetting my phone 4 to 5 times. I was told by Apple that it looks like it is a manufacture defective device, I have to send it out to Apple for repair which can take more than 9 days and I will have no device for that many days. I asked if it is manufacture defective device then how it is my fault. I have no landline and fully depend on cellular phone. Then I was advised since I have an Apple Care they can do express replacement but they will put hold on my Visa for $1558. I requested if I can go to the store to get replacement than putting this much money on hold.
I use my visa and don't keep cash. I was told by Apple I will only get replacement device if I'm willing to put hold on my visa. I felt like I'm getting punished by Apply by buying an IPHONE. Also I was told that I will get like new device (a device made with parts of returned defective phones). I was shocked that Apple sold me a defective phone now they will give me refurbished device. It is total RIP OF by Apple. Even with Apple express repair I didn’t get working device. I'm very disappointed that a company like Apple would provide such a substandard customer service.
Reviewed Feb. 23, 2020
My airpods were stolen. One of the advertised thing with them is that they can be tracked! That is one of the reasons I purchased them. They can be tracked only if they are not reset. If they are reset they are 100% wiped from your phone. You cannot even track back to where they were stolen from. They are easily reset in seconds if stolen.
The first person I talked to in chat insisted that the battery was dead and that was why I couldn’t track them. I told her if that was the case it would show me at least the last location. They are just gone from my find my app. She finally sends me to someone else who agrees I am correct. But refuses to acknowledge that Apple holds some responsibility in that these cannot be tracked like advertised. That they should not 100% be wiped from your phone letting you know the last place they were synced with your phone. Nope just a "Sorry, hope you have a pleasant day" and then disconnect me. I have been a long time Apple supporter. Come next upgrade my watch and phone will be traded in for a different brand. Hey Apple has my money for the airpods so why should they care that their tracking option on them is completely bogus.
Reviewed Feb. 8, 2020
Took my money. Didn’t receive what I paid for. Asked for a refund, they stated I don’t qualify for a refund. Fraudulent practices. Apple, you are too big of a company to be pulling these scams. I will never use your online store again!
Reviewed Feb. 7, 2020
The worst thing that ever happened to Apple and us customers was the death of Steve Jobs. There has been no innovation whatsoever since then other than making iPhones bigger (and 10X more expensive) and iPads smaller. Whoop-de-doo. Customer support used to be awesome as well. It simply is non-existent now. The Genius Bar also used to be a go-to place to get help with your Mac when all else failed. It is now absolutely IMPOSSIBLE to make an appt. Just try it. They have set up the website and even phone service so that you may not ever speak to a person or make an appt with the genius bar without actually going to the store first. I have Apple everything, but for the first time in 15 years I am probably not going to buy Apple products. They've just gotten lazy, possibly greedy, and definitely less customer-oriented.
Reviewed Jan. 22, 2020
Note that after a few years Apple refuses to service its products. They don't tell you about it. It just happens. I needed a battery replacement for my MacBook Pro and now it is no longer available. Had I known that before service availability expired I could have replaced it in time. Obviously they don't want to tell you so you will be forced to buy a new computer. Ha neat trick Apple. (Jobs would never allowed it!!)
Reviewed Jan. 17, 2020
I cannot understand the negative reviews that have appeared on this website. Over ten years ago I switched from Microsoft to Apple and have been very pleased with their desktop and customer service, which I hardly ever require. The negative reviews at this site should be aimed at Microsoft whose support people are off-shore, badly trained, often uninformed, hardly ever helpful and occasionally rude. None of those characteristics apply to Apple Tech Support. In fact, just the opposite. The few times that I have used Apple telephone or chat support, my problem has been solved within minutes by a friendly, supportive, patient and well-informed technical advisor. Apple product quality is so good that tech support is hardly ever needed. Without a doubt, Apple is far superior to Microsoft in technical service and product quality.
Reviewed Jan. 13, 2020
My son broke his device and my cell phone plan includes Apple Care. I was happy to hear this as I was unaware it was included in my plan. I was transferred to Apple Care to get my son's device taken care of. And a replacement on the way. This all happened a week before Christmas. They set everything up and told me I would get an email for payment. I assumed I would have to pay deductible of some sort and was prepared for that. When I opened the email it said that in order to process the claim I would have to pay $500!! Part of that being a deposit to make sure that the old device was returned.
When I explained to them that I was unable to make a payment that large right before the holidays they did absolutely nothing to try to resolve the issue or offer other alternatives. I was completely dumbfounded. I made numerous phone calls and many chats to try to resolve the issue. Three days later and my son was still without a device and still no resolution. Unfortunately I don’t have an Apple Store in my area so going to a store was not an option. Apple Care really needs to offer other options for those of us that live in rural area and don’t have a store near us. I even offered to mail in the broken device before a replacement was sent to avoid the $500 charge right before the holidays and the rep I spoke to acted like that wasn’t an option and would be unheard of to do such a thing.
Luckily I was able to call my insurance company and get it resolved so much quicker and much easier than dealing with Apple Care. My insurance claim took less than ten minutes and I had a replacement the next day! Thank you Assurant! And it didn’t cost more than my deductible. Anyways, horrible experience with Apple Care and from this point on I will avoid it at all cost. As long as I have another option I will never use Apple Care again.
Reviewed Jan. 13, 2020
Apple's employees treated me like the last dirt on earth. Messed up my phone so it is unusable. They do not care. A request to speak to a supervisor is either denied or they hang up. I have losses due to the fact that I can t use my apps however they don't care about it. A request to speak to customer relations was numerous times denied. I think this is my 12th or 13th apple device. This time I will return it and buy a different brand. They have gotten too big and really don't care if they lose a customer. However someone needs to pay their exorbitant salaries so hopefully one day they come to their senses but I highly doubt that all the customer will return. We have pride.
Reviewed Jan. 3, 2020
Well to start. My 15 year old broke his phone. And not for the 10th time. So we had it fixed and then found out we could not access phone. The Apple ID was right but didn’t have password. So the “tech support” which all have different ways to resolve. Using some unknown tech language couldn’t or wouldn’t help. And the last person tells me it is my fault. He said “I’m not the one who lost my Apple ID”. But not true. I have mine. It’s my 15 year old's. Very rude so I will go buy a new phone. So I can move away from this nightmare.
Reviewed Dec. 28, 2019
We have three iPhone and iPad in home and that's last time I'm going to buy Apple.. Their service is joke/trash..I been trying to repair my phone more than week but still find answer... Even Best Buy says iphone defective.
Reviewed Dec. 17, 2019
Sadly, I can say that this was my WORST customer experience of all time with Apple. My family has 9 Apple products between us. I call support to get help and the supervisor is rude and hangs up on me after I caught him in a lie. I have $400 worth of gift cards to buy our 10th Apple product and they don't want to help. Sad that a company this big, won't help a little girl with her Christmas present. Great job Apple, way to turn your back!
Reviewed Dec. 14, 2019
OK, it's not my computer but my daughter's. She uses it a great deal for her business and when it crashed on her at this time of year, it was a major disaster. No nearby Apple certified repair shop near so she took it to a well-recommended repair guy. He did his best but the "computer logic board" was shot: $600 to fix and out of warranty. But what did Apple say? "We'll cover the costs--happy holidays!" I've always found the Genius Bar staff and the online support to be top-notch and so friendly and polite. This clinches it for me--I'll continue to stick with Apple.
Reviewed Dec. 11, 2019
Wanted to talk to a Supervisor. They said they will call in 24-48 hours, they never did, a week later they sent an email asking me to call them, I did (stupid girl) and they let me 45 minutes waiting, I hang up and called the next day and waited for 1 hour for nothing. They don't really care about anything just to get pay. No customer services and technical support are leading by kids that yell at you and don't let you speak.
Reviewed Dec. 4, 2019
The short version of my review: the Geniuses know their stuff, and 90% of the time, work WITH me to solve problems...no talking down to the customer—not that I've found. So... I'm a very old millennial at 67. However, unlike my millennial son and daughter, who take most tech for granted and only scratch the surface, I'm a power user, software designer. I'm also a seasoned sales and customer service learning program developer.
I'm discerning and demanding in the area of customer service. That's because our company has done customer service rep programs that set a new level of performance for one of the "world's largest retailers"...and sales and product learning programs for other, top global brands. I can always teach even seasoned support people how to up their game, but the Apple Geniuses have obviously been held to a very high standard. They understand there's an opportunity to make a happy customer, and to simply help someone who needs it. They're congenial enough that you can talk on almost any subject you want (while you wait for the inevitable next reboot)...6 STARS, from me!
Reviewed Nov. 16, 2019
I ordered an iPhone Tuesday night (5 days ago) and have been experiencing difficulties since, including problems with FedEx sending my package to the wrong address. This has been an extremely difficult and stressful process trying to get my phone, calling apple and FedEx back and forth several times in frustration to figure out where my phone was. Every time I called apple they seemed to be more helpful then FedEx whats so ever. Although today I spoke with Qiana, she was by far the most patient with me and the most polite. She took her time the most to work with me, do whatever she could to help resolve this issue. I appreciate her kindness and helpfulness in this situation more than anything.
Reviewed Nov. 15, 2019
The repair experience as well as the communication experience were terrible. The senior advisers were friendly but they were not helpful at all. Not willing to solve this issue, instead, insisting on charging me 299 if I choose to repair. The phone I sent out for screen repair had some cracks and no other issue. It has been working very well before I sent to them. They emailed me that they checked and found a hardware issue with no details provided. They asked me to pay 299+ for the repair or recycle it. So I asked them to return.
When it was returned, my phone has shown some large BLACK spots on the screen all over. The advisers provided lots of excuses for not amending it to its original status as it used to be. Now I officially cannot use my phone anymore! Apple service is downgrading. As a customer who have purchased many Apple products for over 10 years. I am EXTREMELY disappointed about APPLE's attitudes and service toward their customers. Will never buy their products again.
Reviewed Nov. 4, 2019
In the game there is big part of game transfer to buy emeralds and if you are out of emeralds it transfer you to buy that ones. I was out of it and page transfer to me to buy section and big amount of money transferred when I tried to out of the game by home button. Because home button has touch id. I applied to refund it. Application creators transfer to Apple support. When I applied to apple support they do not help about it. The system scams people money like that. I need help related subject. They took 699,99 TL (Around 122 $). I need help about refund it.
Reviewed Oct. 31, 2019
I purchased a new iPhone XR this spring with Apple care because my prior iphone died only after 2 years - volume defects. In September my credit card was hacked. Therefore I contacted my bank and was issued a new card. I went into my iphone and put the new credit card information in the phone. I live a busy lifestyle like most of us and had not looked at the detail on my credit card. Apparently apple iTunes was correctly using the new card to withdraw charges but my apple care plan was not.
Today I was told that my apple care was canceled and could not be reinstated because it was older than 30 days! Apple care said that my care plan was hooked to my old card and that changing it in your phone does not work. You had to make a separate contact. What kind of tech company is this???? A normal customer would assume that all your charges would be linked properly if you update your phone. I am still cannot believe the customer service. - NO EXCEPTIONS I was told. Very impressed with this tech company policies. Buyer beware! A normal person would believe that if you enter your credit card in your iphone that all charges would.
Reviewed Oct. 23, 2019
Purchased a iWatch Jan 19 and they did diagnostics and the sensor is bad. It’s still under warranty but they won’t send me a new one. I’m not within 70 miles of any Apple authorized service repair. So now I have to wait over a week to get a new watch.
Reviewed Oct. 21, 2019
So basically I got some kind of virus on my phone but Apple won’t check my phone because “they don’t do that, can only help if it’s settings), my iCloud disappeared not 1 but 2. Since the iPhone 3GS came out, the other I had for 2 yrs, everything on my phone saved to iCloud/backup is gone, someone from Apple told me I 100% had something on my iPhone 7 & prob switched it to XR via iCloud, could have stuff in my apps. Get it checked. Unfortunately the Apple tech who would help me doesn’t live in my state & the techs here won’t scan my phone & the analytics “is confusing, leave that alone”, Why don’t they know to look at analytics, why can’t they tell me why I get 45, 001 wake ups on apps what does that mean? CPU exceeded. What does that mean?
I’m not 1st party. What does that mean? Why am I getting an app saying it's blacklisted, what app I don’t have much on my phone, not jailbroken, why does it say stuff is false? What does that mean? Why does it say voip call and on freeway? I barely use my phone for calls, why did my iClouds disappear? Why do I get kicked out of apps & have to put my password in again? Why did I have 4.3 gb of back up then a second later it’s 2.8. Oops nope. Back up again. Oh wait next day back down again, I have less than 1k pics & only contacts & calendar saved. Why would it ever be that high? Everything is off. My social media, emails all hacked into. Started getting bunch of calls after that.
If I wipe my phone & have something in my apps then I log in & it messes up again? This phone will be unusable in a year like my last phone & I’ll have to buy a new 1 again, been dealing with this since 2016, I can’t use my phone like I want because I don’t trust it. Safari always goes white (you should clear your Safari). Yea I do. Every 10 min cause I can’t use it otherwise then it goes white again.... They have could be answers for everything, I have 2 WiFi’s of the same name showing up. Girl tells me cause 1 is 5G. Umm no. I have 2 WiFis total not 3, 2 of different names. Not 1 different & 2 the same, I’m afraid I let this person with my phone in my WiFi by putting in the password. It will ask for password & back out & go back then it doesn’t.
They literally will give you BS answers but they WILL NOT CHECK YOUR PHONE, if you have an issue that’s not simple like settings or broken screen they’ll prob charge you up the butt. If you got a virus you are screwed. They can’t scan it. They will not look at analytics cause they dunno what it means, no more dropping off your phone for a tech to look at it. Best they can do is shrug and tell you to wipe it while saying, "I don’t know" to all the stuff you don’t know & giving you, "Well it could be this" to the stuff you do know which no. It’s not, I at least know better cause I’ve always had an iPhone since 3GS.
I feel bad for the people that believe the BS they say, oh and if you have a battery issue I got screwed with that. They had me come back till my warranty was up (this was prob 2014). He said if I dropped it in a puddle. I said no never been in water cause he looked inside the charging port. Told me it was water damage. How could he tell by just looking inside, must be Superman, then he tells me, "Well you had it in the rain before?" Of course I’ve used my phone in the rain under an umbrella though. He said, "It only takes a drop. It’s water damage and now your warranty is up. Can’t help you," well guess what? My dumb** trusted someone to look at the phone. It wouldn’t stay on & was useless.
Well they stole it cause never gave it back, I got a new phone. Couldn’t even sell the old phone & oh my water damage huh? Nope! Lied! It was battery, before the person stopped contact with me told me it was the battery. Well guess they fixed it cause using the new phone I see it’s online so I had to erase all the data cause that person saw everything on my phone I didn’t want seen, never got it back but I can promise you he was using it because the phone couldn’t hold a charge. No way it could’ve been online & I never gave him my iCloud password so he couldn’t shut it off, nothing I could do about it because I know the police by me wouldn’t do anything, the point is Apple sucks, they won’t help you, don’t go near the end of your warranty.
If you have an issue like me with my battery issue 1 cause I have medical issue & if you have a virus or malware they won’t even pretend to check it out, they won’t scan it, they’ll look to see if you jailbroke it so SAVE YOUR TIME IF YOU DO NOT HAVE A EXTRA PROFILE like you jail broke it, if you have crap in your iCloud, iPhone, apps you are screwed, I’m getting an Android. I thought cause Apple had techs if I ever had issues it would be good but when I have issues I’m screwed, if its bs they’ll help you but anything that someone you know can’t figure out don’t expect them to.
Reviewed Oct. 19, 2019
Apple Watch 2 but failure for 2nd time in 2 yr and no coverage. Company will not cover a defective watch which is hardly used and in great shape. I had the same very problem which was the phone battery could not be charged and it has happened again. Very poor service from Apple first and second level support who said since out of warranty they could not cover despite the same very problem with this phone.
Reviewed Oct. 14, 2019
Recently, I had subscribed for a couple of trial promotions and had forgotten to cancel the subscriptions prior to the renewal due to unexpected personal circumstances. Called immediately on receiving the new invoice. No exceptions whatsoever, agent reads out terms, complete lack of empathy or customer service. I could have instead consulted with a robot.
Reviewed Oct. 13, 2019
I called Apple after doing a Mac trade in through Phobio and was completely ripped off from the quoted price. I wanted to speak to a manager at Phobio to which I was placed on hold for over 10 min and they suggested that they call me back at the information I provided (I even confirmed my info with them). They never called me back which was highly unprofessional and shows the lack of care to their customers.
Next day I contact apple again claiming the hell experience I had and still needed to contact a manager at Phobio. Representative at apple said her computer was frozen and she couldn't even transfer me to another rep?! So I had to hang up and call AGAIN....I am not on hold for another 10 min just to explain the same situation all over again. Apple, your products are insanely expensive and hold NO VALUE. Your customer service is absolutely terrible and you have no remorse for your customers who spend thousands of dollars on devices.
Reviewed Oct. 10, 2019
I have been trying to get a simple yes or no question from the Apple staff about a request for the past 1 hour and a half. Every advisor sends me public support links, and refuses to understand my question because it's about an older computer.
Reviewed Oct. 8, 2019
After attempting to work with a developer who had stolen billed me, but not provided the services I paid for I contacted Apple. I reported and showed evidence of one of their app developers committing fraud. The supposed manager I was speaking to refused to do anything despite the fact he had been sent the evidence. His name was Jeff but he refused to provide more information than that, and simply hung up allowing the app developer to continue to commit fraud. In fact based on his words and actions I don’t think it is any sort of stretch to say that at the very least Apple is compliant in fraud by their developers, and more than likely are guilty of conspiracy to commit fraud.
Reviewed Oct. 4, 2019
Besides being put on hold for 30 minutes and the phone hanging up on. I got connected to a man named Ernest (Ernie). He was the absolute best person I've talked to in customer service EVER. Not only did he resolve my wifi issue, but he was very polite and cracked a few jokes here and there. This man deserves a raise and I wish everyone can be like him. #BeLikeErnie
Reviewed Sept. 29, 2019
I purchased my iPhone 7 Plus 1 year 2 months back for AED 2,650 (USD 722). Now back camera is not working. Apple support team is telling it is not repairable and I have to spend again AED 1200 (USD 327) for new iPhone 7 Plus. How can we trust the Apple? Really disappointed. If anybody wants to hear my experience please call **.
Reviewed Sept. 27, 2019
The last 4 products I've bought from Apple have been diagnosed by Apple as "defective." I've spend over 3 hours a day on average with technical support for the last 3 weeks. I've wasted hundreds of dollars on accessories. And a "Customer Service" manager did NOT care. Then she flat out refused to transfer me. Three years after Steve Jobs passed, Apple really started going downhill. They will be surpassed by better companies in the years to follow.
Reviewed Sept. 22, 2019
I have a problem with Apple ID. I cannot manage or change security question by myself on website. They inform that I don't have enough information to do even though I access with my mail and password, only this still cannot identify myself that is me? I call to Apple service almost 15 times, and each call I wait around 10 minutes or more, nobody still pick my phone. This waste my time a lot. I feel very bad with this.
Reviewed Sept. 19, 2019
It recently came to my attention that for 55 months I have been double-charged for my Spotify account. Back in 2015 when Spotify and Apple split, I transitioned my Spotify Prime billing over to Spotify because it cost me $10.91 whereas Apple charges $14.19. At this point in time, my Apple Spotify account was downgraded to a free “trial” account and I was no longer being charged the inflated premium. I’m only now realizing, 55 months down the road, that once that trial period ended, Apple began charging me for my account that had previously been canceled with them. They chalk this up to a “user agreement that states that once a trial subscription has ended, you will automatically be charged for the premium account”. I have never once received an email regarding these charges.
The total charges for these 55 months amounts to $780.45. After 4 hours on chats and on the phone with Apple employees and supervisors, I was told I would be credited $28.38. This is pure fraud and theft. I was never notified of these charges. After reading multiple forums and threads from others experiencing this same issue, I have reached out to a class action lawyer. He will be investigating this issue further. I plan to update this thread as we look into suing Apple. Stay tuned and share this thread if you know of others who have been taken advantage of in a similar way.
Reviewed Sept. 19, 2019
My experience it was the worst. No one was able to help me. I spent almost two hours on the phone trying to fix this issue but it was impossible. I explained to every person that I talked what was the issue but Jana finally transfer me with a supervisor who wasn’t able to help. She keep saying that I have to send the phone for repair and find out what’s the problem then they will see what they can do. I explained to her that my little girl needs her phone for I can know if everything is ok when she get off from school. Well she kept saying that they need to check if they can repair the device. I told her that I took this phone before in a apple store because since I bought it on December this phone was showing that it was no SIM card and going off and on but this supervisor name Thorthy kept saying that probably is the battery or another issue that I will need to wait into a technical support check the device before that is nothing that she can do.
This is the first time it happens to me with a device. Is not my fault that apple store is selling devices with big defects and now I have to be dealing with this situation. I need a Vice President or president to contact me since I want a refund of this device. Please customers be careful with Apple store. They are selling defects iPhones and then if you file a claim they don’t care honestly. This Apple supervisor shouldn’t be there helping customers. She doesn’t know how to handle issues. Worst customers service ever!!??
Reviewed Sept. 16, 2019
I am a long time Macbook user, I had Macbook Pro and Macbook Mini in the past, a few different iphones, and an Iphone App on the iphone store. A few days ago, I placed an order for a Macbook pro over the phone. I used an old existing apple id I had for years. I was logged into it on Apple website, but after I placed an order I realized that some functions of my old ID were locked behind a 2-step verification, including order tracking. My old ID was linked to my old cell phone (for 2 step verification), but I didn't have the phone anymore. I still knew the password, and the old phone number, but getting into my account was somehow impossible and so was the recovery.
Although, in my customer file, Apple had that cell phone number (confirmed later) the automated recovery system online wanted me to type a different phone number (I forgot website showed me its last 2 digits). 2 different apple support agents tried to convince me that there was another option there, such as: I do not have the phone. But there wasn't.
Since I just placed an order for a new Macbook pro an hour earlier and wanted to track my order 24/7 I was told to cancel the existing order and recreate it under the brand new apple ID I had to create. This sounds quick, but with Apple it wasn't - about 1 hour of holds and transfers on the phone, and my order was recreated (by me over the phone - there was no automation available to recreate exactly the same order).
After that there was a problem with the address, both a shipping and billing address problem as I live in rural Canada and Apple ordering system, somehow, cannot deal with a rural Canadian address. Add 1 hour for typing in the address slightly differently so that Apple will accept it. Up to that point, I was transferred a total of 5 times, spent almost 4 hours on the phone. Missed dinner. But I thought the runaround and hassle was over and my Macbook Pro was on its way. Wrong.
2 days after I finally placed my order I examined (online) my order for the laptop and another item, and noticed that the laptop was being sent to a partial (incorrect, undeliverable) address, although the 2nd item was being sent to the right address. The order was placed at the same time and its address was read back to me earlier, so this was surprising. As I am writing this, I have to wait until tomorrow's business hours to, again, call Apple back, and continue to try to purchase this Macbook Pro for the 5th hour.
I get an impression the Apple service and support has deteriorated over the years. I would liken my experience buying a new Macbook Pro to banging my head against a wall. As a result of my purchasing experience, I have a lot less confidence in them as a company, and consequently, in their products now than I did years ago. If I have to cancel and recreate a 3rd order for the same laptop, I do not think I will.
I am giving Apple 2 stars and not 1 because their representatives are still professional and courteous over the phone as unhelpful as most of them were. Call quality was good and agents spoke in clear English. I should add that wait times were very, very long but they were assuring me this was only a temporary problem resulting in new product releases in September. I would like to add that since Apple releases products around this time, it should not be hard to anticipate greater need for customer service around this time, and staffing appropriately. It should not take Apple (and me) that many hours to complete a purchase.
Reviewed Sept. 13, 2019
Had an experience with my Apple 3 watch where the display cracked in 2018. It was 1 month old. Contacted support and they replaced watch at cost of $250 and when I asked about my repair, they advised that it was lost. Now I see support will repair watches that qualify. My watch qualify, but because it was lost there is nothing they can do. Apple is no longer a moral Company. Do not buy from them. Took about 45 minutes of wait time and conversation to advise that nothing can be done. My replacement watch works well, but cost of over $650 is too much. Frank
Reviewed Aug. 20, 2019
Apple Watch 3. Purchased this watch 3 months ago for my 15 year old granddaughter. Battery swelled and the face popped off. They refuse to fix unless I pay (229.00). It has been the most hassle to get anything resolved. One tells me will fix. Other says will not, so when sent back to them will not repair. Said a very small crack in face. I did not see that when sent and I looked. Have to make appointments to get items looked at, and there are not a lot of locations to go to. The one in my area is not very close and in a very big mall and very crowded. I will never purchase another Apple product.
Reviewed Aug. 20, 2019
I was recently abroad and was charged 11 times for reactivating FaceTime and iMessage. I did not use any of those applications while abroad. These charges are random, I go abroad every summer and this never happened. Apple does not explain these charges (amount or occurrence). The total amount is not very much ($10) so when you call Apple customer service, after 45 minutes waiting to talk to a representative, you just decide is not worth your time. If they do this to thousands and thousands of people they can collect million of dollars. That is one of the factors that explain Apple reporting amazing gains. It is scary how defenseless one feels with this big companies. They charge (steal from you) whatever they want and whenever they want and you just pay.
Reviewed Aug. 15, 2019
The process to reset the Apple ID password take too long and hell of complicate. I called in Apple Support and they also have no help, I have to wait for 13 days in order to get the txt message for password reset. Apple software and support have have done better than this.
Reviewed Aug. 13, 2019
My family has used Apple products for years, no issue, until the iPhone X. My daughter's iPhone 10 went dark a couple of months after purchase, Apple fixed it. It did it again a couple months later. Again they repaired it. This happened a third time and they gave her a refurbished one. Well it just recently happened again, but now they tell her the warranty is up. Apple also says this is a known issue with the iPhone X. If it’s a known issue then fix it or replace the phone. Apple customer care basically told me we have $1000 paperweight. Not a good way to support loyalty.
Reviewed Aug. 5, 2019
A couple weeks after I bought the iphone7, model A1660, I noticed I would lose service. So, I went to Verizon thinking it was a service issue. They changed my sim card, after the new sim card it worked fine for a couple weeks. Then I would get the "no service" again. Verizon then told me to contact Apple because there was a recall on some of the iphone7's, so I contacted Apple and they made an appointment at the Orchard store. When I took my phone in they had to restore it, and because it started working after the restore it didn't fall under the recall. I have had the phone restored twice now and Apple refuses to put it under the recall.
Customer service tells me that my phone has a software issue but when I asked for the update to fix the software issue he says that he doesn't know for sure it is a software issue, and that it is not covered by the "no service" recall, even though I have the model A1660 that has the recall for "NO SERVICE". Apple has wasted so much of my time keeping me on the phone assuring me that giving me a "senior advisor" will help this process go smoothly and she was going to do whatever it takes to make sure my phone is working. Well, 2 weeks after my second restore I have lost service for 24 hours now, the "advisor" that wasted another hour of my time was rude and basically told me the only thing she could do was send me a box to send my phone in to have it looked at, that would take 7-10 business days just to look at...at that time they would let me know if it was covered under the recall, if not I would have to pay for them to fix it.
I explained that my phone is frozen and says "no service" and I have the model A1660, will you just replace my phone and I will send this one in so at least I will have a phone in the meantime. She was very rude and tried undermining me. I was beyond upset and frustrated that I just hung up on her. Apple has yet to try calling me back or respond to any of my e-mails. My husband and I just ordered the Galaxy S10+! So long Apple, you just lost a family of 4 that has multiple Apple devices.
Reviewed Aug. 4, 2019
Apple charged me over $129 extra for "Apple Care" which claims to offer extra support. However, there is absolutely no way to book Genius Bar appointments on their website, and when you call they send you a link that takes you in circles with no link to Genius Bar appointments there either. I finally had to get someone in the store to book it, and when I went they deleted all of the items on my desktop, losing many months worth of valuable work. I now have to go back tomorrow to see if they can find all of the items they have lost. I spent over $2000 in their store and they have offered ZERO helpful service, and cost me over 3 hours of my time.
Reviewed July 23, 2019
Apple is fine, as long as you never have a problem. When you have a problem, you call, and get transferred from one congenial idiot to the next. No one has any clue, they are just trying to de-escalate your frustration with repetitive reassurances, talk about how much they care, and then NOTHING HAPPENS. I have talked to four "senior advisors", none of whom know anything, spent hours on the phone, and it's evident that they all read from the same placating script. Getting my Apple ID sorted out has taken 8 weeks - and counting. It's obvious that the company line is "Just reassure people that they are right to be frustrated...and then ignore them." TRASH COMPANY. Do yourself a favor and don't get involved with Apple.
Reviewed July 20, 2019
Called to see if I could get a cracked screen replaced today. Told I have to make an appointment and roll the dice if they have in stock or not. Last time I went for new battery and they didn't so ended up driving 30 min to another store and they did - huge waste of time. Told they cannot tell me if in stock over the phone. Rep then rudely argued with me about how in today's world it's impossible to track and report their inventory. Ridiculous that this is their position since this is what every online retailer in the world is able to do. But what is worse is that the guy instead of saying "Thanks for your feedback" when I expressed disappointment with the policy he got indignant, rude and argumentative. Senior management should record and listen to some of these calls.
Reviewed July 14, 2019
Well I have a XS Max with headset speaker volume issue, can’t hear the other person on a phone call. I made an appointment through the Apple support app which gave me an appointment 3 days from the date I made it first available. When I get to my appointment I’m told there was a scheduling conflict and they would not be able to check my XS Max. I was then asked to leave my phone and they would call me the following day. So my main issue is I was not notified in any way so I was very disappointed.
Reviewed July 6, 2019
iPhone 7 Plus. Have had the worse experience ever. Just received a replacement phone due to current phone would not hold a charge. Had to pay $29 overnight fee then placed a $722 hold on my account. Received replacement phone and CONTINUE to have charging problem. Called Apple Support, explained issue and they start same process: diagnostics, battery life, etc. Call then sent to an Apple Advisor as representative couldn’t help. Explained problems again. After continuously telling advisor the phone has to stay on charge 24/7 otherwise it is unusable he says, "Well your bar graphs shows battery is working."
I have never felt so undermined as Apple was clearly not taking any responsibility for the download and charging issues according to Verizon. I literally was on the phone about 2 hours and ended by disconnecting the call as advisor kept repeating himself and not providing a remedy. I am definitely disappointed but mostly anger that I paid $722 for a phone that is unusable unless it’s on a charge all day. Apple this is below standards! Now, thinking Samsung may be the way to go.
Reviewed July 1, 2019
Nearly a week ago, I lost my iPhone. I had iCloud and find my iPhone, but Apple's customer service really screwed me. I had to recover my iCloud account, which ended up taking 5 days. Rather than save the last location of my iPhone while they locked me out of my phone and iCloud account for 5 days, my phone simply came up as offline once I tried to use find my iPhone. If someone has lost their phone and has to recover their iCloud account, SAVE THE LAST KNOWN LOCATION OF THE DEVICE WHILE IT STILL HAS BATTERY and then, once the account has been recovered, show the last known location. Now I have to get a new iPhone.
Reviewed June 25, 2019
I emailed Apple about unauthorized charges and never received a response. I called Apple and it was worst. I spoke with a supervisor named Bill whom wouldn’t give any other information. I told Bill I would be reporting his rude behavior and I was gonna record him as Apple is recording me and he hung up.
Reviewed June 13, 2019
Elizabeth was really really nice and sociable. It was like talking to a friend rather than being talked down to. She was very understanding and even though we came to the conclusion that my device needed to be brought in for repairs, it was still productive. She was very nice and patient with me and I felt comfortable enough to crack jokes with her. After we realized that I needed to bring it in she quickly helped set up an appointment for the next day. Much love Elizabeth.
Reviewed June 8, 2019
I purchased a brand new Retina Mac in 2014 fully loaded and it lasted about a year. After the first time the display went bad I didn't think anything of it as Apple was very professional and handle the repair well. The second time (6 months later) the screen went green and I had to pay $600 out of pocket for a screen with a 90 day warranty they were nowhere near quite as friendly. The third time I stepped on it and shattered the screen I blamed myself, not even really thinking about how fragile the "NEW" screen was compared to the original that could take a much heavier beating. Apple was more perturbed with me and charged me even more for the repair as the logic board was also bad apparently.
Now this is the 4th time around, with a Mac that is around 4 years old. The screen goes green and has vertical lines and ghosting. It crashes on a daily basis with the "your computer restarted because of problem", maybe GPU panic or the hamster inside is tired of running. The fan is always running on high speed, overheating I guess? The battery has failed and needs to be replaced, and I suspect the logic board is bad again. After contacting Apple about this they told me I was out of luck and it was a 90 day warranty no matter what I paid, the price tag is close to $1,000 this time. I elaborating on all the documented issues I have had, a senior support advisor was suppose to call me back and didn't.
Frustrated I left it alone for a month or so, having to restart it and living through green screen and having to leave it plugged in to power on the failing power brick as well. I caved and decided it would have to be sent in or buried, I scheduled a call back from support . The first time my slot came and went I thought it was my error, the second time without a peep I am unhappy. I love my other macs and and would have a hard time going to a PC, but I am at a loss here. If my business operated like this we would be bankrupt. Does anyone have any suggestions here? I am going to detail this account and share it via a larger platform hoping that Apple might see it and change how they are operating at some TINY level. VERY VERY FRUSTRATED. Matt **
Reviewed June 6, 2019
I scheduled not one call, but TWO, and they never called me back. I was sitting in front of my computer both times waiting for them. And there is an open case. Therefore, my problem is still not resolved. I would seriously think twice before purchasing an Apple product again.
Reviewed June 3, 2019
If I could rate it no stars I would. This support is completely unhelpful. The person I spoke with offered no solution to my extremely serious problem and argued with me essentially stating I was wrong and did not know what I was talking about. My passcode suddenly stopped working even though I used it 12 hours ago and woke up today unable to use it. My iPad has now locked me out even though I have not changed my passcode since November when I got it. He was unhelpful, did not care and told me he had to get off the phone as he couldn’t help me any longer and the only thing I could do was go to a store to factory reset it. Absolute trash of a company. Why should I use an iPad over another device if this is the service I get?!
Reviewed June 3, 2019
WARNING ABOUT APPLE PRODUCTS & how undependable the company has become, especially their software and tech help. (I don't mean the people on the phone - they're doing their best but are also struggling with the indifferent inept management.) Tried to connect a new Canon printer to my Mac. More than 2 weeks on the phone - unable to resolve the issue. Same problem will happen with ANY printer. Apple software for the needed driver is no good. Am also hearing from other people about software difficulties between their iPhones & computers since the latest update that has required much phone time. I figure Apple owes me 2 weeks pay for working on their still unresolved issue. Will return the printer. Don't know what to do next.
Reviewed June 2, 2019
I called Apple support because I was having trouble setting up my Apple ID on my new iPhone. Damien was so helpful and worked through every possible solution with me until we got it solved! He was very patient and kind while we troubleshooted the issue. Damien and I talked for quite a while and ended up chatting about life and school. He was very funny and insightful! He made my experience very comfortable and fun, and he walked me through every step of the issue I was having. I'm so thankful for Damien and his help - fingers crossed he's my rep the next time I have to call Apple support!
Reviewed May 30, 2019
My wife had an iPhone SE. She shattered the screen about 2 years ago, but the phone stayed functional. Then last year it stopped working and we took it to an Apple store. They said the phone was beyond repair and said we had to replace it for $269. We did that. It's been less than a year and a couple of weeks ago, the phone just stopped responding and displayed the "Hello" screen that shows up when first setting up the phone. My guess is there was an OS upgrade applied overnight that went wrong - but this is purely a guess since we have no idea how this happened.
My wife took the phone to an Apple store and they said she better buy a new phone (this was after a visual inspection without actually performing any diagnosis). So, I asked my wife to not replace it. We contacted Apple Tech Support on the phone instead. I spent a few hours helping collect diagnostics for the phone over the next couple of weeks. We logged a ticket with Apple development for this. Finally the tech support guy said this was a hardware issue and that I needed to take this in to an Apple store. I indicated that I was not happy with my prior experience with the store and that I would rather send it in for repairs. Astonishingly, the response I got was that I had to pre-pay $269 for a replacement phone. Apple support would examine the phone and if the phone could be repaired for less than that, then they would refund me the balance. Otherwise they would simply ship me a replacement.
I do not understand why I would be charged for simply getting the phone checked when there is absolutely no outward indication that there's anything wrong with the phone. I would expect them to examine the phone and let me know what the issue is before I pay any money for repairs. Apple no longer seems to care about customer satisfaction. Walking into an Apple store is no longer the joy that it used to be with the wait times being too long even for simple transactions. My patience is wearing thin - at some point, I might find an alternative ecosystem worth the cost of losing all my investment in Apple products - so far, I have at least 15 Apple devices at home including iPhones, iPads, Macs, MacBooks, Apple TV, Apple watch.
Reviewed May 30, 2019
Apple's customer service over the years has change dramatically. Some of that phone support people have become confrontational and rude, it seems if you’ve had more than one or 2 phones replaced then you become a red flag customer. Which means you’ll get little to no support and mind you I’m an hour and a half from the closest Apple Store have been sent there more than twice, promised that they would repair or replace my item and nothing happened. I haven’t had a good Apple products since the iPhone 6s.
They’ve changed their return policy and they make you jump through hoops to get anything repair or replaced and Siri is about the most useless assistant out there. It can’t understand simple commands. It doesn’t work 90% of the time on my watch that I just bought and it seems that the people that are helping you on the phone know little to nothing or they want to argue with you. I spent thousands dollars on Apple products and I’m sick and tired of being treated like a dog. If Steve Jobs was alive he would be Embarrassed. Will you become you become a money grab once you get a customers morning then the service goes out the window.
Reviewed May 25, 2019
I called for support because my iPod wouldn't sync. Spent 45 minutes and then the guy disconnected me. No call back--even though he said he would if that happened. I am very dissatisfied and frustrated.
Reviewed May 24, 2019
I'm frequently connected with "tech" personnel that are not even slightly familiar with Apple products - that is, after I wait a long time for them to even answer the phone. I get the impression that most of them are just using Google to attempt to look up info. Just another cash grab by scummy Apple.
Reviewed May 21, 2019
I have AppleCare+ lost and I got my phone stolen and Apple insurance company doesn’t want to replace my phone because Find my iPhone wasn’t turned on. However it was on but two days before my phone was stolen I called Apple support and they are the ones who told me to turn it off. The person who stole my phone was able to get the phone replaced under my insurance!! Apple customer relations are the worst at calling you back and they have not been helpful at all this.
Reviewed May 11, 2019
I have an iPhone that I downloaded an app in October for the free trial. Well I didn’t like the app and thought I unsubscribed. Well come January 27 I was charged 41.99. I sent a message requesting a refund. The response was NO just because you thought you did it right you didn’t and we aren’t refunding your money.... By the end I figured whatever I am not going to get my money back as long as that was the only time fine! Well NOPE they charged me again. When I call to ask why the first girl Savannah was cool but her supervisor Phil is a complete tool. He saw my emails and that I clearly thought I did everything right in my end but he still says too bad no refunding. Seriously WTF? $85 and I have never one time used this app???? This is how Apple treats their customers? I am going to the Better Business Bureau.
Reviewed May 9, 2019
I run into a problem about system installation. I called the customer service. I didn't catch her name. But she is so impatient. I stated my problem several times. She kept saying she couldn't understand me and she couldn't give advice. And she cut me off at the end. I called again, another lady answered my phone and helped to solve the problem. I stated my problem similarly. I don't why the first one couldn't understand me. I guess she just has no idea how to solve the problem. Please hire someone qualified.
Reviewed April 22, 2019
Had a known defect in my wife's iPhone 7. The phone would not reconnect with the Verizon Wireless service. We had several calls (3) with customer service with verizon and Apple. Verizon was supportive and said apple would correct. After 3 different calls and having to drive 80 miles to service center they would not give me a new phone. They offered a loaner for two weeks and said I would have to come back to swap out with whatever they figured out with our known DEFECTIVE phone. I ask if they could send in mail and they refused. The phone they loaned me is a year older and had a 2% charge to battery. I do not see how they stay in business with poor customer service they provide. This is my second time with them and both are like waiting at a doctor's office for hours after start of appointment. I probably have 6 hours plus driving 80 miles 4 times to get my phone. It is just not worth having a iphone for the trouble.
Reviewed April 22, 2019
APPLE takes it upon themselves for any purchase you make for a service that will be billed through your iTunes, and adds an auto-renewal to continue to charge you and without advance notice until you get the email you will be charged at which point they say it is too late, you had to write to them 24-hours prior to the email. I asked APPLE to issue a refund for their corrupt auto-renewal of an app that I only choose 1 month on the app. Especially when I disabled the app, am not using it, and my new month charge is pending which I do not agree to, this is very poor business practice if not illegal. I did NOT choose anything but 1 month from the app in question. Apple decided to make my purchased auto-renewed. They say they send out an email but I do not have them and I do have the one when it's too late for them to provide support. They could issue a refund here but they choose to scam me, and you.
Reviewed April 19, 2019
I purchased an iPhone 7, model A1660, last year for my daughter. In Sept. 2018 the phone asked for a Cellular Carrier Update. At that time the phone stopped working unless on Wi-Fi. I called Verizon and they got in touch with Apple, who knew this was a documented problem. They sent me a replacement phone and I returned the nonworking phone, in the box they provided. A few months later the same thing happened, to the replacement phone; once again I went through the process and I was sent another phone, I returned the nonworking phone.
This past Monday, 4/15/19, the same exact thing happened again. This time they are giving me the runaround. On Monday, 4/15/19, I spoke to a lady with Verizon. She went through a series of things to try, I even downloaded an app so they could go in the back way to the phone to diagnosis it. She had me reset network setting and the phone worked for 24 hours. Verizon Rep was very helpful.
On Wednesday, 4/17/19, I contacted Verizon again because the phone stopped working again, and they set me up for a call with Apple. I spoke to this lady for 20 plus minutes, and thought they were sending a new phone, as before. That is what I understood her to tell me. I even asked her twice to make sure I would be receiving a phone.
On 4/18/19, I received a package, what I thought was a phone but when I opened the box, it had all instructions to change out the phones, a return label and all but NO PHONE. I have spent hours on the phone with Apple today. They are telling me that I have never had the phone replaced previously for this problem. I have, first time we were in Boone, NC; second time in Clemson, SC; third time in Myrtle Beach, SC. They tell me I have to return the phone first. I told them NO. That is NOT how it was handled previously.
This is the third time I have had this same issue with the same model phone, they continue to replace with the same model phone, that they know is dysfunctional. They told me I had to send my phone for them to repair/replace or decide if it was damaged and they would send the replacement back. They are already lying about it being replaced twice before so I do not trust them to be honest about their decision on replacement or repair.
THIS IS THE THIRD TIME, The THIRD LEMON of a phone. I had to give them a credit card, to place a hold on, for them to send me another phone to replace the phone they know they has issues. That is not fair. They know it is a problem. By now, they should have it fixed or replace that model phone with a different model so people do not have to go through this repeatedly. If they get my phone and conveniently decide that it has some problem they say it has... they do not refund my money.
The phone has no physical damages, no water damages, no broken screen, and has not been to a repair shop or Verizon for any work to be done on it. If there is damage, it is the same damage the phone had when they sent it to me. It is bad business to not fix an ongoing problem and I am beyond fed up. I already paid over 500.00 for this phone when I bought it originally and now they have my credit card info and have already charged me 494.00 and probably will not refund it when I send the phone back because of some lie they will develop. I am over it. I pay too much for these phones to have a nonworking phone that is in no way caused by me or my child... IT IS CAUSED BY APPLE. I would not be able to do that in my job. Why can Apple do this with their devices? I have pictures of the phone (no visible damage), the package they sent me, and its contents.
Reviewed April 18, 2019
I have had it with this experience. TERRIBLE. I purchased AppleCare+ when I purchased my iPhone 8+ last year. I have not had any damages or issues with my phone until this past weekend. The screen was cracked while in the OtterBox. No problem, call AppleCare and place a repair request and for 29 they replace the screen, if the damage is any further I will have to pay 99. OK, understandable. I placed a repair appointment with the nearest Apple store but due to my schedule had to cancel and set up repair to send in my phone. In order to send my phone in I have to pay the 29 plus tax = 31.03.
I had more than enough in my bank to cover this charge. IT was not processing. Called Apple, they tried MULTIPLE times to process the payment but there was an error and the repair was cancelled. Next day the charge of 31.03 reflected on my bank account as processing. The bank advised the merchant, Apple will have to address the issue. WHO IS RESPONSIBLE. Apple says Bank of America is at fault, bank says Apple is at fault. I just want my money and to be given the right answers and no more runaround!!! I cannot believe this service. TERRIBLE EXPERIENCE!! Cancel this charge and assist me in getting my iPhone repaired. -Nicole
Reviewed April 18, 2019
Apple have just run me through the wringer for the last three days – an all-around miserable customer experience. Over the last 10 years my wife and I have equipped ourselves with a range of Apple devices, having been attracted by their ease of integration, and the simplicity of transitioning from one device to another when replacing them. But this recent experience has made me reconsider this. I just replaced a 6 year old iMac (a desktop Mac) with another, new iMac. What was supposed to be a very straightforward migration of data, applications and settings from one machine to another turned into a nightmare.
After a full day of failed migration processes followed by successive calls with Apple support staff (many of who were quick to lay all blame at my feet and couple of whom added to the aggravation by dropping their calls), finally a senior level (tier 2) Apple advisor determined after consulting with several of his colleagues that the issue stemmed from a botched warranty repair on the original iMac (replacement of the screen when it failed a few months after purchase). It turns out that the Apple repair crew had used an unorthodox work around when they put in the replacement screen. After finally identifying the problem, it was also confirmed that this work around was a ‘done-deal’ and we could not set up the new iMac with the normal migration process drawing on the data, applications and settings – either from the old iMac itself or from the backups on our Apple AirPort Time Capsule.
We then set about taking the data and applications a file at a time from the most recent Time Capsule back up – a laborious process and somewhat nerve-wracking as one is having constantly to double check you got everything and one is never quite sure. And there were numerous glitches and retracing of steps required. And for three days I had to put the rest of my agenda on hold with successive calls, screen share sessions and waits for call backs from Apple staff. There were a couple of the Apple tech support people who were particularly helpful and were also quick to recognize Apple’s part in creating these issues. But I wish I could say this of all the many Apple staff I spent time with over these three days.
Reviewed April 13, 2019
Apple has deteriorated. Their customer care reps do not understand the difference between an ultimatum and "options". They do not provide "options" for the customer, only ultimatums. I have used MacBooks for a decade. In 2017 I bought a brand new MacBook. The keyboard has NEVER worked. They replaced the entire hardware, but needed to take my MacBook for a week. They extended my AppleCare for an additional year. Still, the keyboard does not work. The MacBook shuts down unexpectedly 2-3 daily. This MacBook has NEVER worked. When I went back to the store, I was told they would need to take my MacBook for an additional week. Imagine ANY OTHER product such as a car. If my car just shut off while driving, every day!! Apple customer care is smug, dismissive, and useless. Just like their products.
Reviewed April 4, 2019
I recently had a litany of issues arise with my iPhone 7. Voice dialing, FaceTime, text and iMessages, and various apps all went down. In attempting to remedy these issues, it was terribly difficult to book a reservation to begin with (the company's website has taken drastic backsteps over the years). Decided in the meantime to try the service desk. The online service desk was awful and provided basic solutions that any user knows and wasted an hour of my time. Went into the store to get this sorted out and it was determined that the issue with my phone was a hardware problem.
The "Genius" informed me that this was a known issue, but one that Apple is not taking responsibility for. Therefore, I would have to pay out of my own pocket to replace my phone. This process was able to erode 12 years of brand loyalty in a few hours. I do not plan on EVER purchasing Apple products again, unless something drastic changes. The whole experience truly demonstrates the new direction of Apple, which seems to prioritize driving sales at all costs without any consideration of the customer. Extremely sad to see how far this company has fallen. We miss you Steve.
Reviewed March 31, 2019
I recently logged out of my Apple ID to try and make some changes on my phone and my son's phone. When I went to change my password, it sent a two factor authorization code to my son's old phone number. I have had the same Apple ID and phone number for 20+ years. Not sure how my Apple ID got attached to my son's number. It locked me out for 3 weeks. It deleted all my calendar events I had in iCalendar. I went on and verified my credit card number associated with the account, and Apple still charged me for my subscription to Apple Music, even though I didn't have access to any of my music either.
I can get a replacement credit card faster than I was able to recover an Apple ID. The Apple support had nothing to say and said they were not able to compensate me for the Apple Music. They said I needed to cancel my subscription... REALLY? I can't log in because you are making me wait 3 weeks to recover my Apple ID. I thought they were better than that. I sure was wrong. Extremely disappointed in Apple.
Reviewed March 27, 2019
I am writing to express my disappointment from Apple and its partners. We were just part of a huge scam by Apple and I am going to every possible news and media to share my experience. We were offered to trade in our old iPhone 6s to new XR. Once we went through the whole process and shipped the old phone to your "partner", we received an email saying that our old phone value is now 0 instead of $200. I called to express my shock, as the reason per Apple was battery and we got new battery installed in Apple store about 7 months ago. CS rep did not help, so we asked to ship the old phone back to us. We got it back. All broken, with bunch of stickers on him and NOT WORKING! Shame on you, APPLE!!!
Reviewed March 23, 2019
ON APPLE TECH SUPPORT FOR 15 HOURS WITH NO HELP: I had 15 minutes problem. I have family plan and in my son phone app store and iTunes account is restricted. For last 10 days god knows how many time times I called, stayed on phone 1-2 hours. They kept on changing from dept to dept, to billing dept, to get my ID set up etc etc. Talked to several technician including their supervisor Sam ** and they all told problem fixed. Sam told me, "If you have problem you can call 24/7 and talk to me directly." Problem is not touched even. When I called on 3-20-19 technician who picked up the phone told me, "You are not suppose to call for 48 hours, that's what computer says." Did sound very weird but he said I can't do anything, call after 48 hours.
When I called today they transferred me from billing dept to finally tech support. I talked to Shane who said he is manager. When I was explaining to him, he told me, "Connection is not got, let me call you right back." When he did not call me I again called them. After prolong wait someone came on line and said, "Shane is talking to someone on phone for 15-20 min. As he is done he will call you." It has been one hour, he has not called yet. I don't know whom to turn for support.
Reviewed March 19, 2019
I bought an Apple iPhone XS for son and about 3 weeks after he noted a black dot in the corner, which is a common flaw. Now it is like jumping through hoops to get it repaired. I either have to put the cost of a new one on a credit card at $1000 or he needs to be without a phone for who knows how long for them to repair it. Not convenient at all!!! I paid a lot of money for that phone, you would think with a defect that is covered by warranty would be easier to get fixed!!!
Reviewed March 14, 2019
So Apple was happy to take my via adding funds to account, but now I can’t spend it for some unknown reason. Got a pop up to visit the site. So I did. And the customer support section of the website is plagued by an error message stating to try again later. Haven’t managed to get a hold of anyone, so despite the fact I clearly have a positive balance in my account, my purchases won’t go through; I can’t get a refund, the website is down, and I can’t get in touch with anyone. By the sounds of it that probably wouldn’t help anyways. What a joke, Apple.
Reviewed March 9, 2019
I have terrible experience with Apple company. I bought Apple gift card from Target but this gift card was already redeemed. I don't know how this could happen but the problem is nobody take responsibility for this. I went to Target and store manager says they are just third party retail store so they can't do any for this so I called Apple Tech Support line.
Senior of this IT says they don't care about the card that sold by Target store if it is redeemed already. This senior guy says even if I bought this gift card from Apple store, they are not take any responsibility for this redeemed gift card. Once it is sold then it is our luck and responsibility that we should buy card that is not redeemed yet, otherwise we will just waste our money for just small plastic. How they are so irresponsible for their product. Our family using iPhone right now but I will change them to other phone after our contract is over. This is really bad bad bad company that should not represent one of biggest company of U.S.A.
Reviewed Feb. 15, 2019
Apple Tech Support has one of the poorest service. They will not pack their product and charge astronomical fees for repair for something that should be warrantied. They mislead and lied. They promised immediate care by visiting the local Apple Store and when arrived they did nothing more than what they could’ve done over the phone without travelling and the expense.
Reviewed Feb. 14, 2019
I have Comcast as an e-mail provider and Apple manager dismissed my questions and concerns because I was associated with Comcast Xfinity. I wanted to ask him if my Apple iPhone was correctly set up to receive e-mails from any source Comcast or not but it appears I wasted a long trip to the APPLE CENTER since the manager refused to listen to me or deal with me and further he would not allow other employees that were trying to help. I applaud the employees as much as I condemn the manager. I am Japanese and I believe he is racially prejudice. The office I went to was in Short Pump Virginia. The manager there is a disgrace!!!
Reviewed Feb. 14, 2019
I have an iPhone 7 and it worked fine one day and the next day would not make calls, record voice memos, or play back video recordings. This same exact thing, word for word had just happened to my friends iPhone 7 a week prior. My service provider sent in my phone to Apple and they denied it and said there was undisclosed damage and I had "third party parts" in my phone, I have NEVER taken my phone anywhere to be fixed because I had zero issues up until recent. So Apple returned my phone and my provider sent it back because I had no third party parts in it. I just got an email about my phone and to call my phone store, they said this time Apple denied it a second time and stated there was "abuse" to my phone.
My phone provider took my phone apart as much as they're allowed and saw zero damage. No water damage, no cracked screen, no third party parts, nothing. So I called Apple today and of course they couldn't give me and answer as to why they gave me two separate diagnoses unrelated to each other, and their solution was to upgrade, pay for the insurance claim or take it to the nearest Apple store (4 hours away), there is another store that is 30 minutes away but they want to charge me $30 to look and diagnose it which to some doesn't seem like much but because I did nothing to make my phone stop working I refuse to pay for anything.
Reviewed Feb. 14, 2019
I wish I’d caught the lady's name. But I’ll tell ya what. She was such a nice woman and so nice to talk to. I think we spoke for 3 minutes about issues I called about. Got that ironed out then talked for like 45 minutes as if we knew each other. She’s from Minnesota and lives in Bozeman now. I hope the company knows who I’m talkin about. She was so nice and great to deal with. Always been a Apple fan but this made me more of a fan. And your customer service was awesome. Thanks again for being for the people and thank you for hiring good people! God bless y’all! And thank you again ma’am for being so kind!
Reviewed Feb. 10, 2019
You guys out there… Everyone needs to understand that it is illegal for any company to void a warranty on a product because you have third-party parts on your device that are not associated with the warranted part that is defective. For instance, my iPhone 7 was recalled due to a defect with the modem. I sent my phone in under the recall to be repaired or replaced. Apple, at first, said that they would not honor the recall because I have a third-party screen installed on my phone. This is illegal under the old Magnuson-Moss Warranty Act from 1975 (most people recognize it as the lemon law).
Large companies like Apple, Sony, and car manufacturers still try to get away with telling people that their warranties are void if they have had their device worked on by a third party, because they know that 99% of consumers are ignorant of consumer protection laws. If Apple (or any other company) refuses to honor a warranty or a recall because you have a third-party part installed on your device that is unrelated to the defective part or if they try to coerce you into paying them for repairs or service that are unrelated to the defective part, you need to immediately go online and file a complaint with the Federal Trade Commission.
It is easy to do. This will help the Federal Trade Commission crack down on these illegal business practices. Apple had to agree to fix my iPhone because I called them out on their illegal company policy (and they know that it is illegal) and I filed a complaint with the Federal Trade Commission and they were forced to agree to replace my phone. Now, that doesn’t mean they won’t drag it out and give you the runaround for as long as possible (which they are still doing), but people need to start standing up to them. I will contact the Federal Trade Commission again if I don’t get my phone back in a timely manner. I hope the links help. **. https://www.consumer.ftc.gov/.
Reviewed Jan. 23, 2019
Two times last week I had to call and chat with Apple and they were so nice to me. They also fix both my problems that I had one was connecting to the internet on my iPad and the other was doing a factory reset on my iPad because I forgot the passcode. There wasn’t really anything I could do without my computer. So I think these guys are wonderful at helping people.
Reviewed Jan. 21, 2019
If there is lower than 1 star, I would have given them that. The customer service has NO MANNERS at all. I was connected to a live person, she introduced herself, I started telling her my concerns and without any word she just hung up and transferred me back to the holding cue with background music and been waiting... She could have just said "let me transfer you to another department or so..." This is THE MOST UNPROFESSIONAL, RUDE, LOW CLASS PEOPLE I HAD EVER ENCOUNTERED IN MY LIFE!" I felt so disrespected!
It is hard to get hold of Apple customer care. I have been getting emails that I was charge for Apple services, which I do not know of. Someone is using my email, Apple ID and old credit card which I wanted to report. I tried to retrieve my old Apple ID, password but to NOT successful at all. SO DISAPPOINTED WITH APPLE. They are a multi-millionaire company, but customer care is nothing but rotten.
Reviewed Jan. 9, 2019
Purchased a warranty for my iPhone X. I put my phone through the washer and it was non-repairable. Called Apple whose representative sent me to Best Buy to exchange broken phone for a new phone, as phone was under warranty. Best Buy refused to do anything but send my phone to Apple. I was leaving for an International extended business trip the next day, I purchased a new phone from Best Buy. When I returned home I sent the damaged phone into Apple, who sent me a REFURBISHED phone to replace the damaged one under warranty. The representative expressly told me they would be sending me a new phone.
Refurbished phone would not access the internet so basically worthless. Sent refurbished phone back to Apple after many calls and hours on the phone to them. They are refusing to send a new phone per warranty. Apple is insisting on sending ANOTHER junk phone to replace my original! I am appalled at the arrogance, "Customer service" is unbelievably disorganized and pathetic... Dealing with them is worse than a used car salesman. I am shocked at what Apple has become, they do not stand behind their product or warranty... Sad state of affairs at Apple.
Reviewed Jan. 7, 2019
My daughter's iPhone 7 cannot make calls in or out text messages don't work, as there was a recall on her phone that was only eligible between a certain time frame. As this woman Renee a senior advisor came to the phone after AT&T and Apple kept pointing fingers at one another and having me run from store to store multiple phone calls for 4 days. I explained to her as a single mom of 5 kids I needed to know where my children were at all times. She explained to me that your daughter can go 5 days without a phone as when she grew up they never had phones.
I couldn't believe the disrespect considering her company supports phones as this is her means of a paycheck. I have tried to reach out to corp. office and I'm having no luck. This woman was very disrespectful as I had tears and shaken voice from the stress of running around all the calls and trying to take care of my kids this past weekend. NO ONE still hasn't helped me and now I have to pay out of pocket for a new phone.
Reviewed Jan. 7, 2019
A few weeks ago both my rear camera and flashlight stopped working on my iPhone 6s. I had not dropped the phone or anything, and it had no exterior damage. My mother suggested calling Apple tech support. She said they had always treated her fairly in the past and were very helpful and kind. So, I called and the Apple worker was very pleasant, but, unfortunately, he was unable to solve the problem over the phone and said I needed to go to an Apple Store to get hands on help. I made an appointment for a few days later and went in expecting a solution.
After waiting several hours to even speak to an Apple tech support employee, they took my phone and said they needed a few hours and $60 to fix it. I was slightly bothered I had to pay for a device malfunction that was not at all my fault, but at that point, I just wanted my phone to be fixed. I came back several hours later, and to my dismay, they told me they could not fix the camera, and the only solution was for me to buy a $300 new iPhone 6. I only payed $200 for my current iPhone 6, and now they want me to pay even more for a new iPhone because they were unable to solve a problem with their own hardware. I continue buying Apple products because I have always trusted the company and appreciated their product support, but I am now considering trying a new company. I in no way blame the genius bar employees I encountered; they were all nice and seemingly helpful, but I am extremely disappointed in the company.
Reviewed Jan. 3, 2019
Extremely poor service... Genius Bar Trafford Center won't entertain any loyalty or customer care and will behave like king of the Market. I waited whole day during Xmas and New Year at Apple store to replace my handset battery. End of the day they rejected the battery replacement. They will do anything for not to get the handset working to enforce customer to buy a new model and spend £££. My handset is in absolutely mint condition apart from battery but Apple wont' replace it and declined it fully and have said no support or help will be provided. i have no option apart from throwing my handset in the bin. Too much monopoly on the market and won't do the basic customer care.
Reviewed Jan. 2, 2019
I visited the Apple Store in Manhattan to check my iPad as the touch screen was not responding. I was told a complete restore can be done but will have to wipe the hard drive. I told her that I have a lot of pictures stored. I was told that it will cost $4000.00. Before I can decide and I keep asking questions she already wipe my hard drive. Then told me that the reinstall did not work and it will cost $249.00 to get a new one. No consideration.
Reviewed Dec. 31, 2018
In my most unfortunate moment, I decided to upgrade my iPhone 6 plus to iPhone 8 plus, by buying the phone and paying in full from Apple. What followed was unmitigated disaster of unimaginable proportions. Went to Apple store on 26 Dec, to buy the iPhone 8 plus with trade in, my cell phone carrier is Sprint. The Apple sales rep, inspects my phone (6 plus) and confirms the trade in value of $200. Since my phone (6 plus) was not backed up, I bought the iPhone 8 plus, so that I can take it home and activate it later.
On 31 Dec, I finished backing up the phone and transferred the old sim to new phone, the phone won't register in the Sprint network. I was on phone with Sprint Support, it turns out that I need a new SIM, EVEN if I am using the same number. I had to run around 4 times between Apple Store and Sprint Store, along with my helpful wife, to get the phone activated. a. For checking with Apple tech about the SIM. b. For the Sprint rep, for him to tell us that Apple needs to issue a new SIM to be activated on Sprint network. c. Go back to Apple store to get the SIM issued. d. Back to Sprint store to get the phone activated. I thought the my worst dream of runaround between the fruit company and cell phone carrier was over, turns out I was horribly wrong, the worse was yet to come.
Once the new phone was activated on Sprint network, all there was to do was trade in the old phone. The tech named Charlie, looks/inspects at the phone and says "Since it was repaired by the 3rd party for the screen, we can't trade in this phone. This is as per the Apple policy". We got his manager, he parrotted the same lines, mind you, this is after we bought the new phone AFTER confirming with Apple rep about the trade in.
If this seems like Ponzi scheme or click-bait, the trillion dollar fruit company is not far too away from running it. More glorious was yet to come, when the Apple manager went on doing us a 'favor' to take the phone for $50 trade in value. This was most disingenuous and disrespectful way of them treating the customer and taking him/her for a ride. We just stormed out of the Apple store. We followed up with calling the 1-800-MY-APPLE, to confirm the above policy and point us to the trade-in policy on the website which states that about the 3rd party repaired phones being ineligible for the trade in. The customer representative searched while I was on hold and promised to get back to me by email, as soon as she finds it. Suffice to say, I am yet to hear back from Apple.
Reviewed Dec. 31, 2018
I have been on the phone with Apple for TWO WEEKS trying to get my phone fixed and have sent my phone off TWICE to be fixed or replaced. NEITHER one has happened. They kept sending my phone back saying they was unable to do my repair request. It was freezing dropping calls making ghost touches. It was a horrible horrible experience! I would recommend just going to the store because the technical support is a complete joke. And by the way I’ve YET TO GET MY DECOVE FIXED EVEN THO ITS STILL UNDER WARRANTY!!!
Reviewed Dec. 19, 2018
We purchased a new MacBook Pro in 9/18 for my daughter. She was having numerous issues with the computer with flickering screens, loud fans, computer freezing from the start. We were unable to bring the computer in for evaluation until 12/18 because she was away at college. Computer was sent to Apple and needed Logic board, the display, Touch ID board and both fans replaced. Obviously this was a defective computer from the start. We called Apple to make sure that the components that were replaced would have a one year warranty from the date they were replaced. The person who identified himself as a manager for technical service just kept repeating himself and stating that he cannot change the purchase date and that the computer is only warrantied from the date of purchase.
We obviously received a lemon but would need to pay $249 if we wanted to extend the warranty. How does this make any sense? If the screen failed the day before the 1 year warranty was up and was replaced but then broke 3 months later, you would need to pay for it. Meanwhile the screen would have only lasted 3 months. They should warranty their parts for a full year. Instead, they put cheap parts in their expensive computers and try to rope you into paying even more with their extended warranty. Their quality has gotten progressively worse and customer service is nonexistent.
Reviewed Dec. 18, 2018
My son bought a sim card for his phone while traveling aboard. Downloaded my iCloud - phone was only used to call friends in Europe. Came home. phone broke while in Europe. Apple store here fixed the phone in July here in California, but kept that sim card. Come October. my phone is black...cannot turn on or anything. Spend 2 hours on the phone. They say go to a store. spend 3 hours there, it was the phone/Apple issue...so I get a brand new phone…try to get to iCloud, but the "trusted phone number" is the European number that is no longer being used.
But Ok...I have the number AND the PASSWORD because it is mine! Yet here we are December 18th no resolution, keep getting kicked out of account recovery and I am not exaggerating when I say that I have spent well over 40 hours of my time with Apple and to no resolution. So last conversation. "ok getting with an engineer (which they have said multiple times now) and will get back to you." 25 days later. NADA. I call daily and email to no avail. All I want is MY Pictures, not the apps or music I clearly paid for, just MY pictures. THEY ARE HORRIBLE beyond! It has been 3 months - with 5 different techs
Reviewed Dec. 16, 2018
I have spent more than 6 hours with Tech support trying to resolve an issue. They say they will call back and no return calls. They teach the reps to say "This is a very busy time of the year". Well maybe they need to realize it is a very busy time of the year for customers too. It is obvious they have reduced the quality of their tech support. Called 2xs and the phone was cut off after 1 hour 15 min. No follow-up on complaints to Apple. They just want to make money off of consumers. Don't purchase more Apple products since customer service support is no longer available. Our time is not valued by this customer since we are putting on hold and not provided quality service. Very sad since they make enough profit so they should be able to provide support.
Reviewed Dec. 16, 2018
I have an iPhone 7 which is presenting a problem. My phone is not receiving or sending calls. It does not have service. I have iPhones with Sprint. Sprint told me that some iPhone 7 came with defects from factory. That Apple will replace the phone at no cost for customers. When I went to the Garden State Mall in Paramus to the Apple Store, the customer representative told me that they will review my phone in two and a half hours after admitting that many iPhone 7 phones have the same problem as mine. I said that Sprint told me that the replacement must be done, since it is Apple's fault. Immediately, the person taking care of my problem started yelling at me saying that I have to abandon the store.
Also many employee harassed me by telling that they will called security and the police if I do not abandon the store. The manager, a young woman yelled. I have never been treated without any grain of humanity in any store as I and my family (that includes a young autistic boy) was treated at the Apple store in Paramus New Jersey. I planning to switch to another type of phone, since I prefer to have less quality and more reason when I spent my money.
Reviewed Dec. 16, 2018
I have iPhone X and photos from my camera were coming hazy. I went to meet Apple Store at Burlingame. After comparing with other iPhone X I was able to prove the problem so they replaced my camera. I was asked to go home and reset my phone to factory and take some pictures. My phone was in Warranty so they told they will replace my phone if things don't improve.
I clicked multiple pictures over a week from my phone and also from another iPhone X to compare the difference. Made sure settings on both phones were same. The pictures were still hazy. After waiting for my appointment for 3 hours, a technician meets me. He says the diagnostics seem to be correct so he needs to confirm from another technician. This new technician's name was Austin. He came to us and saw the pics and the first thing he said was, "The photos from other iPhone X were edited and there is nothing wrong with your phone."
We asked him to open camera for another iPhone X and mine and compare. He opens and even if the difference was clearly evident he said he could not see anything. All the colors of my phone were weak. I told him the entire story that this is not the first time I am getting the phone checked. He just told us he does not believe us and cannot do anything. He even told us maybe we don't know how to click pictures. He even told me I don't know the meaning of HDR and may be just one phone HDR was enabled etc etc.
I had to call his manager and finally he helped. I feel so sad this happened. I don't expect Apple technicians to be rude. I have bought multiple iPhones from that store including iWatches. The entire time I was in store, I was just trying to prove that I am not here for just a new phone. In fact, it was more like I am not lying that I have not edited the photos.
Reviewed Dec. 14, 2018
Have an iPhone 7 which started dropping service. Was told that certain 7's had been recalled for this problem, and we took it to local Apple store for repair. A week later we were informed that we would be charged $300+ for this repair. Visiting the store to clarify, the manager told me there had been no recall on any phones and that I would have to call customer service. Customer service confirmed that there WAS a recall on that phone, but because of a "moisture indicator" inside the phone, the warranty was voided and they would charge for repairs. This repair had nothing to do with moisture -- it was due to the glitch that the recall was supposed to address. After being lied to by the store manager, I was adamant that they should repair the phone per the recall.
So now, two weeks later... I'm stuck with a non-functional phone and am weighing paying the $300 to get it working. I have informed Apple that I currently have an iMac, an iPad and two iPhones in my family, and that I would never purchase another Apple product due to their lousy customer service. But guess what... multi-billion dollar company Apple doesn't really care.
Reviewed Dec. 13, 2018
It takes multiple steps to reach a technical support person; there is no direct access. I had to repeat my story to 6 different technicians although I was told that notes were taken by each of them. My issue is still unresolved and all I get is phone coaching to remove and restore software on the iPhone or iPad without any resolution yet to my issue! ITEXTING is screwed up and is messing up my messaging. APPLE better improve its support.
Reviewed Dec. 12, 2018
Trying to comunícate with Apple customer service was a nightmare, first no phone number provide it, second after I got contact with customer service they schedule a call, but never call back. Then in accordance to the person who was in the chat as a customer said that my refund will take around 30 days, has not respects for customers, all my phone are Apple but as soon as I pay then I will switch to Microsoft.
Reviewed Dec. 11, 2018
Your phone has been treated by third party. I don't know if this advice seems dumb to some of you. But it definitely doesn't come up when it should. My phone can't be charged or power on out of nothing. So I went to Genius Bar and the guy told me to get a new one, regardless how I begged him and emphasized that I need my photos and data on my phone. He completely shut me down of any possibility of it getting fixed. When I called the support hotline the specialist then told me that it is just that APPLE IS NOT WILLING TO FIX MY PHONE because my phone's screen was changed by a third party.
Okay, regardless of how I found this policy to be disappointing. I only hope that Apple can tell me earlier!!! Please put it on your website in normal size character AND before I made the appointment to you! Or at least let you guys in the Genius Bar tell me that I have a chance in 3rd party store! This is such a waste of my time and emotion. He just told me to get a new phone and he was "doing his best". And I have 4,000 photos of my life in it. SO DISAPPOINTING.
Reviewed Dec. 8, 2018
I have supported Apple's product for years. But recently had a very bad experience with Apple tech service. Called Apple service for a faulty iPhone, spent more than 2 and half hours on the phone. Their staffs don't seems to know the details of the options for customers. Went through the same questions over and over again for an replacement. And their senior customer service manager Ishrat ** was even worse, had an attitude problem and refuse to hand the case to another team member to handle. Really disappointed with Apple's service!
Reviewed Dec. 5, 2018
I had an iPhone 6 for 15 months then it started operating extremely slowly, so I visited the Apple Service at the Apple Store. They informed me that the issue was the battery but they could not replace the battery because the phone was bent. What company would design, build and sell a phone that bends under normal wear and tear. So instead they sold us a new iPhone 6 for $350. This phone lasted 9 months before it will not longer read a SIM card, so I visited the Apple Service at the Apple Store. There is not a scratch on the phone or any water damage. All functionality works except it will not read a SIM card. They informed me that there is nothing they can do to repair it and since I got it from the Apple Service and the Apple Store, it has only a 3 month warranty. So now I am without a phone and am going to buy a Samsung. I will never buy another Apple product!
Reviewed Nov. 30, 2018
Apple Customer Support & Senior Advisors could care less about your problems with their products &/or Apple ID problems. My Apple ID was hacked in 2016 & was never resolved. I wasted so much time on the phone with them resulting to nothing. They are a complete joke! I purchased a new iPhone XS Max a month ago. Now wishing I would have never purchased it! I'm not receiving my texts, phone calls, not able to send texts or call out. Was on the phone several times with my cellphone provider only to finally come to the conclusion that they had to transfer me to Apple because Apple is aware of this data problem. I ended up speaking with at least 6 different people, 4 of them being Senior Advisors. I was hung up on once & not called back, told they would call back at a certain time & did not call back.
Called back by a different person & not the advisor that said he would call back only to be told that they would replace my phone but only to their convenience, finally got back in touch with a Senior Advisor I had previously spoke to & was told that my phone is now working properly so a new phone would not be an option anymore when I just got done telling him that my phone was not receiving text messages again until I restarted it AGAIN! I had already gone through resetting it twice!!! I should have learned my lesson in 2016 to be done with Apple. Period! Worst Customer Support Ever! I can't believe Apple can get away with the way they have/have not handled things. I will NEVER purchase an Apple Product again.
Reviewed Nov. 22, 2018
My part of the problem is not taking in the computer to be repaired at the given time-which I notified Apple because of my exams in school I had to reschedule appointment because the repair parts were sent back to someplace or used. Problem is I came in the morning and spoke with Ernesto and we arranged that I would bring the computer back to the store that evening and pick up on Tuesday some 6 days later. I bought a hard drive from Apple, backed up anything that I wasn't able to at home, and also bought a new power cord. I came back that evening. I waited 45 minutes for Ernesto to finish with a customer, he left, never came back. I sat for another 20 minutes before I realized he wasn't coming back.
A new associate tries to process the repair and informs that it would be 12 days and that Ernesto never put in an order for the parts that were sent back. To just leave after you see me waiting, to improperly process my repair was bad customer service not to mention the time it took to get there and yeah, the time I could have spent studying. I feel like the floor staff have a cheeky matter of fact way of saying too bad which makes me not want to buy from them so I don't have to deal with them and the repair headaches I've had over the years with very expensive devices that don't work.
If I had it to do over, I would stick with PC or pen and paper lol! Save your money and don't fall for the expensive shiny pretty stuff whose updates mean you have to constantly buy buy buy something like a new headphone or power adapter just to use the product, plus with poor customer service and their unresponsiveness to complaints, slick staff that say a lot of nothing. See photo.
Reviewed Nov. 14, 2018
I am furious with the way a recent issue with my Apple iPhone has been handled. A little over 3 weeks ago my phone started saying “No Service” in the top left corner and I could not make calls or do anything else on my phone except use the internet while on WiFi. I did some research and found that this was a known issue with certain models of the iPhone 7. After chatting with Apple on their support page for over 2 hours, it was clear that the only way they were willing to handle this was for me to drive over an hour and a half to the nearest Authorized Apple provider. After driving to the location and being there for over an hour, I gave them my phone and they gave me a 16 GB loaner phone that was not anywhere near compatible with the amount of storage I actually need. They then told me my phone would be back in their store within 3-5 days.
Finally yesterday (on the 7th day) at 4:45 (15 minutes before they closed) I received a call informing me that my phone couldn’t be repaired or replaced due to a third party screen being on the phone. I had that screen put on my phone over a year ago and have not had any issues since. I called the corporate office and spoke to a man named Brad who claimed to be the senior adviser (however I have read on many articles and reviews that these Apple advisors are trained to tell customers they are the supervisor when they really aren’t) and I have a feeling that is what happened when I called. He was not willing to help in any way, shape or form. He claimed he was looking for an “exception” but said that nothing he could find could be used. I’m pretty sure he sat there and twiddled his thumbs for the 10 minutes he claimed to be looking.
He told me that because the screen is a third party screen that the phone is treated in the same way as if the screen was cracked or broken. I told him that Apple makes it almost impossible to keep their products and services on the phone when the closest location to me is over an hour away. And when I tried to make an appointment, the nearest appt was 4 days out and was told that if I did a “walk in,” I would wait over 4 hours to be waited on. Also if this is such an issue, why wasn’t I asked from the BEGINNING if I had had any screen repairs or service from somewhere other than Apple. Also, in the article explaining which phones qualify and which ones don’t for the “No Service” issue on Apple’s direct website, there is NOTHING about any prior screen repair.
I now have to drive back an hour and a half to take back this loaner phone and I have one of two options... Have them give me back my broken phone OR pay $159 for Apple to replace the screen and then repair or replace my phone. I have not been able to properly use my phone for over 3 weeks due to this issue. And have not been able to use any of my apps for over 3 weeks that I pay monthly for due to this issue and being given a loaner phone that has nowhere near the amount of storage I usually have. The loaner was supposed to be 3-5 days and we are now on day 8. I am disgusted by the way this has been handled and am strongly considering purchasing a phone outside of Apple. Why give more money to a company who is not willing to help when the issue is clearly on their end but instead make every excuse in the book why it’s not their issue? Very unsatisfied and highly upset.
Reviewed Nov. 13, 2018
I will keep my harrowing and frustrating experience with this company called Assurant short as I can. I was in Santa Cruz, CA with my 7 year old and went for dinner at a restaurant. My son wanted to go pee badly so I quickly got up from the table and without realizing till too late, left my phone on the table. Came back and the phone was gone. Asked the waitresses but they had no clue. This is where my saga begins!
I immediately went to the Apple store in Oakridge Mall in San Jose, CA in a panic to report my phone lost and was told by the Apple store manager lady that I should open up a claim with Assurant immediately as she did not know how the claim works since the system is too new and upon reading the papers from Apple’s website she is making this suggestion - so I did just this. Till this minute I am wondering and am astonished that Apple, yes APPLE could be using such a fraudulent company!!!
I was told on buying AppleCare + Theft and Loss by APPLE that this would be a next day replacement service and today is the 8th day ending and my claim is still under a 3-5 day review!!! They use delaying tactics (legally). It’s quite simple actually. They will call you after the 3-5 day review period and ask you for more documentation then say it is again under review for 3-5 days. I have submitted THE SAME documentation multiple times, uploaded on their website and via email, called them and still the review begins whenever a new document is submitted!
Calling daily two or three times and spending hours on the phone, I am told various lies and stories from: delays are from Apple to my documents are insufficient or simply that everything is correct but wait for 3-5 days mandatory review as I made a submission yesterday which they asked for!!! Everyone gives a conflicting story so their notes are not even in order!
PLEASE do not waste your time with them. They will just give you a run-around and again I am amazed that APPLE would take their reputation at stake and down the drain with fraudulent vendors like Assurant! I wish I had read their 1 star reviews here and various other places first and not trusted APPLECARE or APPLE for this reason!
What good is an insurance when they do not come through when you need them? There HAS to be some body of government who can help consumers in bringing fraudulent companies to justice in my country otherwise we will be forced to turn and be run like third-world countries! What I have written in this complaint is EXACTLY what I have told them and have proof and will stand behind it.
I PLEASE PLEASE PLEASE BEG of whoever reads this and has had any relatives or friends or themselves who has had a legit claim on AppleCare or Assurant and have had an experience I am having, I am willing to start a class-action lawsuit against Apple (for using Assurant) and a case against Assurant itself; and if any lawyer is interested please contact me immediately if I soon enough do not find a lawyer to follow-up on this as my job and life in general has been severely affected by this entire ordeal.
I will also post this same complaint against Apple wherever I can including The Insurance Regulatory Bureaus, The California Attorney General’s office and the Governor of California’s office where I will personally file a complaint as I paid the insurance premium through Apple’s iTunes. I will go to any lengths I have to in order to expose this fraud these companies are committing by taking advantage of common people via this organized corporate crime.
Thanks for reading and please do not waste your time and energy trusting companies like Assurant and Apple and do help in exposing the true colors of these giant companies so they can be also held responsible and accountable for their actions negatively affecting people’s lives. AppleCare + Theft and Loss. Claim number with Assurant: **. Case number with Assurant: **. My Phone number: **. Thanks in advance.
Reviewed Nov. 7, 2018
The battery in my iPhone 7 was going from 100% to less than 20% in about five hours with very minimal use. I booked it in at Apple for a battery replacement in store. The person that saw me ran some diagnostics and told me the battery was charging to 90% capacity so there wasn’t anything wrong with it. They suggested I start to use Safari instead of the Google app. I had to be really firm with the person, trying to explain that this had started happening a few weeks ago and of course the battery was at fault. Eventually he agreed to change the battery (under the £25 battery replacement scheme Apple is running till December). They changed the battery and guess what? My phone is absolutely fine again and at the end of the day it’s around 60-70%. Really annoying that they tried to palm me off with a ridiculous story.
Reviewed Oct. 31, 2018
Expensive products and horrible service policies: I went to the Apple store, Upper WestSide, NYC, to have my battery looked at. I had an appointment and after waiting 90 min (because I knew they sometimes ran behind), I asked when I was up. I was told I had been canceled. No phone call/text/email. Nothing. They just canceled me.
The next day I called to have the battery replaced and wanted to walk in because I was leaving the following day for a 4-day conference. But I didn’t want to travel 1 hour each way if they could not fit me in or if they didn’t have the part for a Macbook 2014. They would not tell me whether they had the part and said I had to travel and ask IN PERSON. Sure enough, no battery in stock. They would have to order and let me know the following week when to come in. 2 hours traveling completely wasted (plus cost).
I asked for some kind of compensation. They keep jerking me around. Jeff on the national team says I have to speak with the store manager. Bill, Senior Advisor at the store, says manager is busy and will have to call me. Same story next day with Kay, then day after with Nusrat. All very nice, all worthless. No more Apple products for me. They can shove the ones that finally die you know where. I’ll go with Droid and other laptops, etc., from now on.
Reviewed Oct. 31, 2018
I have been visiting in person as well calling Apple customer services for past 10 weeks to sort out an issue with iPhone 7 which is under Apple Care. Telephone support have no idea what the store does and store has no idea what complaints were registered with customer services yet they all Proudly represent Apple. Pathetic in this day and age especially when you are given a case ID so anyone dealing with your query can straightaway get to the issue. However, in my case the issue was poor quality of voice calls made or received from my phone.
Despite spending hours on phone and in waiting queues in person in Apple store, I am still without a solution to my device. Dozens of staff on shop floor happy to sell you these items but none able to help when things go wrong. Staff love to waste time and just happy plodding along rather proactively dealing with the issue with genuine desire to help customers. Absolutely Disgraceful and worst ever customer Service on offer.
Reviewed Oct. 29, 2018
About three weeks ago, my mother told me that she could not remember her password for her older 5s. I went through the procedure of getting it reset. I got the email telling us that we would receive a message from Apple to reset the password. After the time period no message was ever sent. Fast forward to 10/26. Her iPhone updated the IOS and now we need the pw to set up the phone. And of course no pw, so it is basically a brick. I called Apple and spoke to a so called customer service agent. Her best advice was to go through the whole process again, which will not be sent until November 4, 2018 to get any phone call that most likely will not happen again. So for 10 days she was to pay for a service she cannot use. Apple has become a horrible company. And I will be switching her and myself to an Android. No more iPads, desktops, laptops or phones from Apple. Anything has to be better than their overpriced gadgets.
Reviewed Oct. 25, 2018
Let me start on a note, Apple stores, and the technical experience is in question. Simple question... Can anyone in Apple, iTunes, or the entire iOS community explain one simple question? Why is there no way to restore or reset the encrypted password for a backup? The are many ways to create two-three step procedures and questions to authenticate you are indeed the owner. Why does Apple just apologize and continue to read from the playbook.
I had a phone issue, backed it up and went to the Apple Dealer to service the unit, they broke the phone and replaced it, then I was asked if it was recently backed up, I stated last night, so the technician proceed to set it to factory settings. At home, I went through the simple setup procedures, and then it happened, backup password was incorrect, though it has never been changed and written down. Again back to the question, why was this overlooked, how come support is not equipped with the proper methods on assisting recovery? If I can't get this back I will have lost MANY years' work and contacts, Help, there has to be a way! Next resort Android... after a decade or more with Apple.
Reviewed Oct. 23, 2018
A couple of weeks ago, I started to notice my iPhone 8 receiver does not have any sound when I make a phone call. I have to go to speaker phone mode. I went to the Apple Store and they determined it is hardware issue and suggested to replace the screen. Since the phone is still under the 2 year warranty, the screen replacement is free. When I went I went back to pick up the phone, they said they have detected moisture in my iPhone 8. Therefore, they will not be able to replace the screen and offer me a replacement iPhone 8 for $99.
My iPhone 8 is about a year old. I have been very careful with the phone and I have never dropped it into the water or spilled any water on the phone. Given that iPhone 8 is supposed to be WATER RESISTANT, I don't see how it can be so easily have moisture inside the phone. I would like to see if others have similar issue. I have been using iPhone since iPhone 3S. This is not the type of product quality nor the excuses I expect from Apple.
Reviewed Oct. 19, 2018
Of all the on-lines companies I have used, Apple is the MOST difficult. I have been a customer for years and my account is tied to my husband and my daughter's account. We moved and my phone number changed and since my account is tied to that number, when Apple mysteriously decided to require confirmation of my account, it will only send a number to some iPad that I threw out years ago or to my old phone number. Now, fine, I should have updated, right? Well, then punish me. Make me wait on line for an hour (check), make me call three different phone numbers (check), say that you are going to recover my account but don't do it (check), but here I am four months later and I am still chasing my tail. That says to me that Apple is plain incapable of serving its customers once we buy their overpriced gadgets. Wonder what they are doing with all that cash they are holding?
Reviewed Oct. 14, 2018
I bought a watch on eBay, listed as not locked. However, it was locked, maybe even stolen. I called Apple support, asked if they would contact the account owner associated with it, and ask if him if it was stolen from him. They refused, even though Apple clearly has the means. The watch displays the account information of the registered owner when I try to sync it with my phone. Seemingly, this would be the purpose of locking the product, so that if someone tries to register it who has stolen it, they can be tracked and the product can be returned to its rightful owner.
Apple doesn’t lock their products to protect us, but instead to disable watches and force new sales. To me, I feel deceived, because I trusted Apple was doing the locking to HELP us. Instead, it is nothing more than a ploy to force new phone sales. There seemingly are two most probable explanations: 1) The product actually is stolen. 2) The person selling the product accidentally forgot or doesn't know how to unlock the product. For either reason, reaching out to the registered owner and asking if their product has been stolen, seemingly would be a PRODUCTIVE response.
Apple support outright refused to do this, even after transferring 2 times to a higher level supervisor. More outrageous, they lied to me and told me they are not allowed to send out eMails to registered owners. I then insisted they read the Terms of Agreement, which specifically addresses how they are allowed to send out an eMail for exactly such purpose. After insisting they read the Terms, the 3rd person I supervisor I was transferred to refused repeatedly. Apple is not an honest company to do business with, This is not the only example where they force sales when not needed. There are several examples of this duplicate deception that are inherently built into their business model. Apple, you are DISHONEST!
Reviewed Oct. 14, 2018
I made an appointment at the "Genius Bar" (Oxymoron) because my 89-year-old mother's iPad was not charging. I have no complaints about employees who are so friendly. The system reminds me of Subway, where one person takes your order and passes you off to the next person. My appointment was at 12:40 and I was finally approached at 1:00 (20 minutes late). They act like they are heart surgeons and there is a vital need for their services. They may know their product, but they are by no means geniuses as far as customer service goes.
According to the person who spoke with me, my mother's two-year-old iPad port will not charge due to someone "aggressively" inserting and removing the charger. The suggestion was to replace it for $325. or buy a new one. What a rip off! She suggested I might go to a third party repair place, "But I don't suggest that" because her suggestion was to buy a brand new iPad. My 89-year-old mother CANNOT afford one. She used it to enjoy pictures on photostreams of her grandchildren and great-grandchildren - SHAME ON YOU APPLE!!! We will be desperate before we buy another product from you.
Reviewed Oct. 10, 2018
I sent in my POWERBEATS 3 WIRELESS for repair. My repair ID: **. When I sent my headphones, there was no physical damage. It was just not charging. It was under warranty that's why I sent it in for repair and this morning I got email saying my ear hook on headphones are detached and that will cost me $99 to fix it. I called them and talked to manager. He said his technician will not do such a things because he has camera set up at repair station. He said if I am not paying $99, they will sent it back to me without repair. What a SCAM! They need to be sued.
Reviewed Oct. 10, 2018
My friend was locked out after updating her months old iPhone 8 Plus. She couldn’t remember her password and Apple is VERY leisurely in resolving this problem. I managed to get her phone unlocked with the side of Apple Tech Support, but to finish up and get her phone usable again, she is again being asked for her (forgotten) password. Such fun. Apparently, the entire recovery process is completely automated. No human can expedite the recovery. There may be no humans in the recovery department. 24 hours after we unlocked the phone she receives an email. It advised her that she has to wait 10 more days for another communication so she can finally reset her password. It would have been so easy, since her account was verified, to just email her the forgotten password. She has health issues and relies on the phone. Can only call 9-1-1... doesn’t help when she needs her doctors or pharmacy, or car service to an appointment.
I think, if someone in the Pentagon, the Defense Department, Congress etc were locked out, they would be unlocked much, much faster... like, ASAP. I do not believe that the recovery department is run by machines. Even banks and financial services (MONEY, our money I’m saying) manages to reset passwords or email them to us so we can get on with essentials. But APPLE, they have dropped the ball.