Apple Tech Support Reviews

Instead, I received 3 separate packages with the charging case in one package; the left earbud in one package; and the right earbud in another package. Again, I shipped the old equipment (in 3 separate packages) back to Apple by June 21. The new AirPods work fine. However, on July 18, I randomly received 2 more packages from Apple with a right earbud and a left earbud in the packages. I again called Apple support and again it took over an hour. I informed them that I didn't ask for these earbuds; I was unable to return them due to work travel for at least 5 days; and that I did not authorize Apple to charge anything to my credit card.

I returned the packages on 7/23. I checked my credit card statement and Apple had charged my card twice for the earbuds. I again called Apple support and was again disconnected and had to spend over an hour dealing with them with no resolution. I also sent several emails as instructed in order for the person who assisted me to return my calls. Again, today, I talked to 2 Apple support folks for over an hour with no resolution. They indicated that they would compensate me in some way for all of the troubles I had had but did not follow through. I finally had to call my credit card company a report the charges as fraud.

I think Apple needs to learn from this small company who is able to solve these issues. If this company can do it, I am sure Apple can do it too. Please make sure to bring it up to your supervisors who can incorporate this change. It will do two things. Apple support spent about 6 hours on the phone with me. For $30 service you can save 6 hours of your time. You will have happy customers who will come an buy your product. I do not know what caused the corruption. I was at a point where I was losing my entire photos from the last 2 years. I was disappointed that Apple was not even giving me a direction of whom I need to go to to solve this. The best they came up with was a BestBuy store which does not do this. If Apple does not incorporate a software like this. I at least recommend you train the support staff to this website who can solve the problem for you. Thank You.

In the natural downtime that happens during restarts, etc we had an awesome conversation and he talked to me about some features and products I was interested in as well as how to properly use elements of my accounts I was confused by. All around it was a great experience, not sure why the score is so low, I've had good experiences in the past as well but this one was certainly a gold star. Thanks, Mike! My tech is finally feeling talking to each other and little things in my everyday have been improved by it.

When I asked him why it was so difficult to reset my Apple password and gave him an example of how it is an easy process when you forget your password to your email- in a condescending tone told me: "Apple is not Yahoo." No **??? He was extremely argumentative, not listening- and was actually starting to raise his voice to me, which is when I got off the phone. When I called back I got someone else who was also no help but not as aggressive as Tom **. Still this other service rep actually told me to stop crying- when I was trying to explain to him what happened and what I needed help with. I am truly appalled at the service (and Apple is such a big company/you would like they would read these reviews and fix this). This is just embarrassing for the company to have these people represent them.

Well, it turns out that going to the Genius Bar for help was a HUGE life-changing mistake, because in order to try to resolve one of my issues, the 'Genius' wiped my phone clean; thereby erasing 4 years of photo memories of my daughter. It never even occurred to me that my photos weren't backed up to the iCloud. I was told later by Apple Tech support, that photos take a lot of memory to backup and that the additional memory required needs to be purchased separately in a monthly fee. Nowhere on my device did I get a notice saying that only some of my photos were being backed up to my iCloud. Apparently I was supposed to automatically know this. And guess what! The genius wasn't able to fix any of my issues on my phone. Everything was for nothing.

So, long story short, I not only lost my marriage, half of my friends, and a large chunk of my life, but by visiting the Apple Store 'Genius' Bar, I also lost the past 4 years of photo memories of my daughter. After almost having a nervous breakdown at work because of this loss, I had to re-evaluate the importance of 'stuff' in my life. Photos had always been something greatly cherished in my life, but that's no longer the case. I have learned that photos come and go, at the press of a single click. So BUYERS BEWARE. Don't trust your iPhone to work perfectly, don't trust the iCloud backup to save everything, and certainly DON'T trust the 'Geniuses' at the Apple Genius Bar. They do more harm than good.

If I gave the Apple Store the old drive, and while under warranty, all accomplished work would be free of charge; IF THEY KEEP THE OLD DRIVE! So, I asked several people at Waikiki Apple Store to permit me to write a check for the seven hundred dollars it would cost to do the work if I weren't under warranty. I would overnight my drive to California for immediate data recovery (or at least be put out of my misery if data could not be recovered) and upon its return to me, I would bring the hard drive back to the Apple Store, get my check back. Apple could have their broken drives and I could take my repaired computer and all would be fine.

Apple refuses to support this? Why? Because they do not have a "system in place". My question is "why the heck not?" I told the tech they would have the computer in their possession and they would have my check in their possession (or credit info or whatever the lack of customer loyalty, money hungry grubs desired) guaranteeing and securing payment in case I moved to the Congo or to Syria. It's funny, when you call and give your name, they know everything about you.

You'd think that Apple would employ a little discretion, look at your loyalty to them over your lifetime, and throw you a bone and go so far as to even be sympathetic and service their customer. After all, we're talking about customers data; their lives. We aren't talking about a monitor bulb or graphics card or a power supply that does not affect people's keepsakes and memories. By giving discretion to their techs, there wouldn't be any need for a "system". Techs could offer up the solution I proposed regardless of lack of a "system".

I'm at my end with Apple and their proprietary nonsense to keep us all buying chargers and cords and peripherals. We suck it up because we like the product and its media handling ability. We buy the extended warranties. We talk highly of our product and poke fun at our PC computing friends but when we lose our personal data, Apple runs for the hills and takes weak, BS positions like "we don't have a system for that". They certainly have a system for everything else. You walk into an Apple Store and it oozes competency; it secretes confidence and exudes support with all the blue shirts walking around and yet, they don't have a system to support YOU; their lifeblood. WTH!

Boycott Apple. They are getting too big for themselves and they know it. I hate PCs but now I now dislike Apple even more. Unfortunately, I gotta stay with them because it's all I know but if you're on the fence, I'd recommend true plug and play and going with a PC and its open architecture. Closed architecture just keeps Apple rolling in silk and the rest of us hostages. Maybe they should offer a solution like returning our money for Apple Care if they fall short of giving us CARE. BTW, I already asked. It's a "no".

Later the technician arrived and told us we had to replace it and there was no other option, it would take 5 days to arrive. I was surprised that I had to wait 3 hours to talk to 3 people to replace a single iPad, we could have talked to the people at the front and ordered in 10 minutes. What a terrible company, there was only a handful of people who actually worked while the rest were standing around at the front. Apple is a big company with big problems. Customer Service are just happy people with no knowledge of the work environment.

No wonder APPLE has a 1 star rating with consumer reviews and other review sites. These iPhones, iPads, computers, and everything else Apple has cost us consumers too much money to be getting treated so badly when we call in for help when clearly in my cases (and I assume A LOT of others) the new update 11.4 ruined my battery life! I think APPLE does this on purpose as there was a class action against them for this to make people update or get a new phone. I definitely will NOT be dealing with Apple again and may switch over to SAMSUNG! And anybody who’s smart will do the same. Hurt ‘em in their pockets people!

"Moreover, since my credit card company cannot block a withdrawal that is currently pending (only future attempts by Apple), when the current pending withdrawal occurs American Express will dispute that charge with Apple on my behalf. I’ve been assured that any further attempts by Apple to charge my account will be blocked for the next four years. My hope is that this will serve to stop Apple from continuing to harass me and take immediate steps to recover my account so that I can close it. I’m sure you understand that Apple would have left me no choice but to defend myself legally at that point.

"While I don’t expect someone as powerful as Tim Cook to respond to my pleas for help in this manner, I would like to explain why this issue has begun to escalate out of control and why the flawed account recovery process allows for this to occur: I have had an Apple account for many years now. At my previous place of employment, I was issued an Apple iPhone. I used that phone number as my recovery phone number for resetting the password. So, the first problem is that since I turned in that phone when I left my previous employer, I no longer have the phone to receive a code, which would have enabled me to reset the account. Apple’s online recovery offers no way to reset the account password.

"The support personnel have pointed out that I can use my personal iPhone 5, to recover the account. However, that only works if I’ve set a screen lock pin for the phone. I don’t have a pin set for that phone. So, the only option Apple’s process leaves for me is to start the now infamous “recovery process”. This is where things go wrong, because at this point Apple forces the customer to wait for an indefinite amount of time. Support personnel can’t even estimate how long. Meanwhile, I am only able to use my iPhone in a limited way, with constant pop-ups asking for the password. Moreover, apps I’ve purchased can’t be updated, my iCloud subscription can’t be used, etc., and most egregiously, I can’t close my account, end the nightmare, and disassociate myself from Apple, a company I once held in high regard.

"To add insult to injury, Apple continues to charge my credit card account for an iCloud subscription it doesn’t allow me to use. This must not occur and cannot possibly be legal. Moreover still, the process does not allow me to physically present myself at an Apple location with identification to resolve the matter once and for all. This is why I’m pleading for help. Obviously, your flawed process is more important to you than keeping your customers. I understand that now, but you cannot disallow a customer from ending the relationship with Apple. You can’t continue to charge the customer’s credit card when their iCloud account is unusable for weeks and who knows how much longer. This can only be considered a breach of contract. You are cornering and bullying me unnecessarily. Is anyone listening who can help?"

This Time Machine software does not work with business needs. It does not properly kick out old files. It does not stick to one hard drive. It overflows to other hard drives and you can't delete the individual files because they put all into one big file that reads "In progress." Finally, you have to transfer all of your files to another big disk and then reformat the old Hard drive to get rid of the 18TB of Time Machine backups.

This is ridiculous. Whoever devised this system does not understand and know how destructive and time-consuming correcting this error in the software is. Not to mention the cost that is involved in correcting the software's mistakes. This software should not be used until they fix these issues. And Apple ought repair these problems for free.

Even though I'd updated my Apple ID many years ago to my current ID. She wasn't the least concerned -- in fact, she expressed a sadistic glee -- that thousands upon thousands of my Apple purchases were now dead because I couldn't remember a piece of information, a single word, I hadn't used in 13 years. There was no other way to verify my ID so I'd lost thousands of dollars worth of data. It doesn't matter that the data is backed up in triplicate. Without the old ID word, it's dead.

Our family won't be EVER purchasing a single thing from Apple, iTunes, or the Apple App Store again. I told the agent, who claimed she was an Apple Support supervisor, but she didn't care, even laughing off my comment. Apple's archaic DRM system and long-periodic ID check system to verify we are who we are is supremely frustrating. And the way they treat their customers responsible for their success is deplorable. By the way, this is EXACTLY the kind of company behavior and policy that sends many otherwise law-abiding citizens to other questionable services.

Well needless to say I was very mad as I was going to have to drive 120 miles round trip for nothing, wasted 2 1/2 hours of time and $25 in gas. Why was I told a flat out lie. I called to support from the Best Buy store and spoke to another service rep. Said he was sorry but I should have been told to call first to make sure they had the correct battery in stock. I feel Apple should do something to compensate me for this mistake.

A few min later this "level 5 technician" who sounded exactly the same as the first person I spoke to, asked for my email, and said it was logged into 2 devices at the same time (obviously, because my phone and iPad are both always logged in) so obviously someone hacked into my device to steal my pictures and that's why it was disabled. This happened because I use Gmail and not an Apple email account, according to him. He said he could transfer me to a level 5 technician (umm isn't that what he's supposed to be??) could reset it, and hook me up with some protection plan for a year, for just $149.99. I can't afford that so he offered a 1 time fix for just $99.99. I still couldn't afford it so he said unfortunately without paying for it nothing could be done. When I tried to further ask about what am I supposed to do, he said bye and hung up.

I later called the Apple Store near me to find out what exactly they'd be able to do when I could bring it in, and if there was any way to save the last 2 months or so of pictures that for some reason had not been backing up despite being set up to automatically back up. Unfortunately I could not save my pictures, but this technician, Akin, spent over an hour on the phone with me walking me through a reset at NO charge, and even stayed on to make sure everything was working correctly after the reset. His professionalism, patience, and knowledge brought this up to 2 stars, from what should have been negative stars really. Obviously the first two idiots I spoke to, who were obviously the same idiot, was a liar and a scam artist.

I ask what was the hardware problem. They said the technician at Apple would not say. I told them since my watch was working perfect and only after a software update became broken I don't believe them. I ask, "What's broken?" They responded, "We don't know." They said, "But if the software did not do what it was suppose to is a hardware. You should pay $199.00 to fix it or buy a new one." I responded, "Is known you are slowing down Apple phones that the warranty has expired or don't have Apple care extended warranty." Apple update broke my expensive watch. I was Apple customer for many years but today is a good day for all my Apple devices be sold on eBay. GOODBYE APPLE. Samsung here I come. You have a new customer.

Seriously, I have to call them after being inconvenienced? Why in the hell do I have to wait 8 hours to call them? She even asked why did I need to get into my account and I answered because I want to. What in the hell business of hers to question me why I need to get in my account. Why in the hell do I have to wait 8 hours to call these fools? If support can't resolve something simple like resetting security questions then why have support at all. I was going to buy an iPhone 10 Friday but forget it. I'm done with their products; their pain in the ass account system and their worthless customer service and support.

A few days later I received my earphones and they were still broken. A letter was included stating they ran diagnostics on them and found nothing wrong with them. I called Apple and spoke with a representative. She seemed to understand my problem, and I even emailed photos to her to make sure she absolutely understood the issue. She saw the photos and said she would resolve the matter. I sent the earphones back to Apple and they were returned to me STILL BROKEN. I have since left voicemails and emails with this representative that have gone unanswered. Since replacement parts are not available and Apple can’t make things right, I had to resort to using Krazy Glue in an attempt to fix them myself. I will never buy another Apple product, period.

They want me to contact Amazon, which is where I bought the phone 2 years ago and get a receipt and then they would unlock the phone. Overall they are ** who can unlock your phone over a phone call but are unwilling to do that. Please if anyone has any trouble with their iPhone don't contact support because they'll just give you the runaround and be very to you.

After being on hold for 15 minutes, I spoke with someone else who also spent most of the time explaining that they were unable to reset my password and if there are two factor identification didn't work that I was just out of luck because they didn't have the ability to fix that for me. So apparently Apple support feels like they're too good to help their customers but are not at all good because they can't do what most companies can do.

I repeated back for a confirmation and he said, “Yes we will be getting you a new iPhone 7 plus.” Austin said I had to go to the Magnificent Mile store to pick it up, (which was a larger inconvenience for me to get there). I requested to speak to a manager to learn why I am being further inconvenienced to get my phone and he got Daious, appearing apathetic, stating that I must go to Magnificent Mile to get an iPhone 6s plus to replace the phone they broke (iPhone 6 plus). I told him what Austin told me I will receive (new iPhone 7 plus) and he told me that was not what I will be receiving. I asked him to contact corporate and he told me no, I can call corporate if I like. (THEY BROKE MY PHONE which had NO display to make a call).

I told Daious, “You guys broke my phone to make it non-functional and now you send me out of here with no communications, these are not options I agree with” and I like him to give me a new phone from his location and he said "That's not going to happen and if I leave with the broken phone, he will no longer assist me". Daious also admitted his techs did not follow protocol before taking in the phone to repair and he will deal with that on the back end. I told him to give me a printed work order of what they done and the useless phone they broke and I am leaving. (He took 20 minutes and I had to send another store manager to seek him).

I left out came home and called Ava at corporate and emailed her about the problem and she contacted Lincoln Park and Magnificent mile store. She said she is not sure she can get me an iPhone 7 Plus but she should be able to get the iPhone 6s plus and a wallet and privacy screen (to replace the one I had and just repurchased) $26.45. Ava confirmed there will be an iPhone 6s plus waiting for me at Magnificent Mile. After getting assistance to get there and sending a family in (due to no parking). They return with a phone wrapped in plastic. I get it home late night to hurry and get my data restored and run the serial number only to learn I have a 6 Plus (NO UPGRADE). I emailed Ava to tell her of my frustrations and deceptions and she responded back I was supposed to receive an upgrade and she was sorry.

After going to Old Orchard location about people not hearing me talk I bring up my reimbursement for my battery I paid in the broken phone and they took all of 30 minutes to convince me it was new and avoiding putting it in writing until I insisted several times after they said they can't do anything more to help my situation at Lincoln Park store (Gus-Tech, and Rebecca -Team Lead). After several communications and escalations with corporate, Michael was involved on 3/25/18 and told him I wanted him to investigate this whole ordeal and return my call on 3/26/2018. I talked to him on 3/26/2018 and he told me since there was no documentation about the upgrade and the store personnel said I misunderstood, there is nothing more he can do for my case. I have proof an upgrade was supposed to be honored and I feel this was deliberate to get me to purchase a new iPhone.

100 dollars for Apple Care suddenly evolved to an arm eating monster of 570. Well technically 670 since I already paid 100 for Apple Care. The kind lady who is just following orders tells me there is nothing she can do and she won't reason with me that that is what Apple Care is for. She was just doing her job. I'm not against her; I'm against a company who is false advertising a service they claim as warranty. Stop being cheap Apple. Your phone cost 1200 for the same "phone" every 6 months and then you have the audacity to raise your price on fixing a phone that on Apple Care to nearly half the price of the phone... and you smile while asking for it. CHEAPEST COMPANY IN THE WORLD!!!

The next day I, on my work's landline, tried to fix this issue through their phone service and the rep's response was basically, "We need to authenticate your account through a code that can only be sent to a phone," and that I should just borrow someone's (which is impossible because all of my friends and family own androids and honestly, I will too soon). So after three weeks of round-about, you can't fix your phone because you broke conversations. I was finally able to borrow a phone from the phone service provider and get the code and TEMPORARILY access my account, where I paid for what I thought the damage was (screen repair) and arranged for pick up. Today, over a week since I sent in the phone, I went to check on its repair status and once again couldn't log into my account.

So again I contacted support, once again I was sent to all the same links that require access to your phone to authenticate your account and after almost an hour they were finally able to tell me the status of my phone and I need more repairs and thus need to pay more for repairs and the only way to set this up is through the account I cannot access because I don't have my phone or through a telephone call with a rep who probably won't be able to help again (we'll see in the morning when I can go to a payphone). (Oh and the notice that I needed these additional repairs/to pay these additional fees was sent to the account that through multiple calls and chats, I've established I cannot access because I can't complete the authentication, so had I not contacted them, they would just have my phone forever and I'd never get any help.)

Honestly, I've always been a big Apple fan, I work in a Mac suite for my job and have all Apple devices, but this process has been enough to make me switch... Since, I started I've been redirected, turned in circles, told to drive to the nearest Apple store (4 hours away) and overall don't haven't been helped because I can't fix my phone because I broke it... What a ridiculous system.

After wasting an entire afternoon, we made another appointment in Knoxville for another day. After, once again, driving an hour and then waiting another hour for them to fix my son’s phone, which only made the damage worse, we’re told they can’t replace it because of a small dent on the corner, which wasn’t even noticeable until the tech pointed it out. They suggested replacing it or buying another phone, which we refused to do and left.

The screen continued to get worse, to the point a new phone was inevitable, so we decided to try one of those random screen repair kiosks at the mall, since it couldn’t hurt anything, at this point, and he was able to replace it in ten minutes. (TEN MINUTES!) Yes, it cost $85, but it looks brand new again… and much cheaper than a new one. I don’t know if this is something Apple usually does so you’ll buy a new phone, but how can the actual maker of the phone not be able to replace a screen and some random guy at a kiosk can? Seems a bit odd, wouldn’t you say?

Updated on 04/06/2018: Download and reporting problems. This is the second time I have complained about Apple. They refuse to contact me so we can resolve my issues. Starting a nationwide campaign against Apple. If I have to complain a third time I will select the attorney option.

I have continued to pay the cloud bill throughout all of this in a feeble attempt to save my and my son's cloud. After a little less than an hour, I am now finally booked at the Genius Bar near me but to guarantee that they will have enough time to help me, I have to start calling 1 1/2 hour ahead of the appointment to try to get a walk in before or after it. I work and live about 45 min away. Apple was once a great company that I would brag about their support. Now I feel that I should sell the many Apple products I own and move on like the rest of my family has.

Five days later I get an email saying that my battery is there and I need to bring my computer in for replacement. I spent well over an hour trying to get someone on the phone to tell them that they already had my computer. Then I set up a time for pick up and again waited my turn at the Genius Bar. REALLY?? Eventually, I retrieved my laptop and was on my way.

Frustrating experience for a battery replacement. Now my husband has an iPhone 6S and the battery life is VERY short. Called Apple Support and was told that he has two choices: Mail his phone to them to replace the battery. This would take 1-2 weeks or he can take it to Best Buy but they are scheduling 5 weeks out! This is crazy! Apple is a large company making a lot of money. They need to do a better job with customer service! They need authorized service representatives where people can go to get service on their products. APPLE: Have some respect for the people who buy your products!

We pay so much for their product but what we get is the bad service and lousy product. During the warranty, I'm not requesting to change a new phone because thought if it's fixed should be fine for me, but now the problem occur after 3 months the warranty period they just leave it. What a service??? Any opinion can help in my case???

Firstly, I hand in my phone in a good condition (except for the weak battery which I brought in for) and I am not going to accept a defective device after handing in to them in good condition. MACHINES and APPLE SUPPORT are pushing responsibility to each other and it's really frustrating! It's almost a month that my phone is with MACHINES and APPLE. Disappointing service from a premium phone brand. SAD.

It was nothing less than a nightmare and still distressing when I have to make an important call but no number! All important documents saved over the years are lost and my million dollar memories in photographs in last so many years. On top of that the Apple support team restored my phone so many times and all that hassle for no fault of my own. I asked support team to escalate my complaint and made complaint myself using the feedback form but no contact or even an acknowledgment from Apple.

Honestly, I feel like changing from Apple to something completely different after my worst experience of life. Those who have such huge backups on iCloud will understand how would it feel if it is gone! I read Apple terms and conditions to see whether I can have a legal claim but it is written in CAPITAL words that Apple will not accept responsibility and users should have alternative backups to iCloud. It's a shame I did not know that otherwise I would have never used iCloud on my iPhones. I have even been paying for my monthly sub to have 50 GB iCloud. Honestly, I did not expect this from Apple, a known and dominant name in the mobile phone industry. I feel so helpless because if Apple's own Engineers could not help who else can.

First loaner phone didn't even work, as I noticed before leaving with it. My pleas that any premium brand would normally offer a new replacement on the spot where it's self-evidently not fit for purpose fell on deaf ears. All the genius could say, on repeat, was 'It's the process' and the even less helpful 'I know where you're coming from'. It would have been more honest to simply say 'Computer says No.' Hopelessly inadequate. I can't think of any other expensive tech product where the manufacturer wouldn't be falling over themselves to apologise and instantly replace rather than increasing your frustration by giving you the liability of a loaner phone while they muse over what particular manufacturing or parts fault has led to an expensive but rubbish product. I have no idea how long they will take as they couldn't tell me.

I only got this because of a manufacturing design error in the iPhone 6 Plus I had before which succumbed to 'Touch Disease' as written about on the internet and now the subject of class action lawsuits in the USA. Yet more evasive Apple handling of that too. Having seen the sad decline of both Apple's hardware and the well documented farce that is their software, I can confidently state this is the very last Apple product I'll ever buy, but not the last review I'll write. Absolutely appalling complacency and contempt for ensuring customers get a working product for a high price. A rotten apple if ever there was one.

First it is really hard to find the information to receive support, secondly there is no option to answer a survey or give feedback. I finally found an Online Support Page which directed me to Support and Service link. When I clicked the link I received a message that informed me the "Page You Are Looking For Cannot Be Found". WHAT A JOKE!!! Clearly Apple is so arrogant that they have absolutely no interest in helping their customers or hearing about such poor experiences. I am appalled though from reading other reviews I should not be surprised. Hanging up on customers appears to be very common and as such I would venture to guess this is an acceptable strategy for the advisors if they don't want to help the customer or to clear support queues. UNBELIEVABLE!!!

Apple, are you familiar with the David and Goliath story. You are the Goliath, you better be careful or the David's of the industry will take you down. Several of my colleagues and friends have started divorcing themselves from your eco-system as a result of your shady strategy to reduce battery life on some of your phones. I say shady as Apple only educated the customer of this horrible practice when pressured to do so as a result of the public outcry. Shame on you! Customer trust is not something Apple is known for, you should be embarrassed and ashamed. I provided the most recent ticket number below but there are two others that ended with the same horrific experience (disconnecting from the customer).

On the chat for 47 minutes without being able to talk to said senior advisor. Give up, call their support number the chat person gave me and it wants my phone ID (?) with no option to talk to a person. Finally call and give them the case # that was given from the chat and they don't have any record of the issue. I had to email them the link I was sent because they couldn't see the picture I was sent. Unbelievable. Still waiting. What I can't understand is how Apple with all their Billions can't spend some money to improve their customer support experience. I know someone who works at a company (not Apple) that handles Apple Care - Apple can't even bother to run their own support!!?

The block should not be connected to free apps in the first place. Since 2013, I have spent $3.11 over and over again. Any concept that is implemented unto a computer system is also designed to be removed, so I don't believe that the billing department cannot do anything. Or if they cannot why not establish something where they will give a one time courtesy to waive a bill under $5.00, surely they cannot afford it with all the money being spent with Apple from people all over the world. Apple is making millions but you block my entertainment for $3.11? Any other company would waive or dismiss it. Most mortgage companies or even phone companies would not hold their product or deny their customer service over $3.11. In addition, I am not trying to download anything other than Netflix which is a free app and it's not a part of what Apple offers at all.

That app and many others are completely free. I guess it's what I get for trying to troubleshoot my app when it doesn't work. I will never do that again and I know how Apple really feels about their consumers. I am sure that Steve Jobs the founder of Apple who drove a nondescript car would not let a customer be disappointed and treat them this way over $3.11. They really need to re-examine how they treat people who spend their hard earned money with them. I could understand if it were $390.00 or even $500.00 but it's not it's only $3.11. On my last call to Apple today, I was told the advisor told my CSR customer relations representative that it was not about the "money" but the principle. That's not true because that's all they continue to harp about is the $3.11 which is minute in the bigger scheme of things.

At this point I really don't want anything to do with Apple and I was going to get my daughter and hubby tablets later this year. But why would I spend almost a thousand dollars with a company that can't forgive $3.11 for two songs. That's right it's about the principle. I will remember that when I walk past the Apple Store to another company that won't mistreat me over $3.11.

Just in case some person from Apple who can do something reads this (case # **) I told customer support that today’s service was not good Enough, and that if this is all the support I get today that I AM DONE WITH APPLE, ITUNES, THEIR RIDICULOUSLY EXPENSIVE TECHNOLOGY AND ABSOLUTELY INEFFECTIVE SUPPORT SYSTEM. Scripted response, "I am sorry sir that’s all I can do for you today." I have been using these products for 15 years and thank you for nothing, 10 of thousands of dollars, probably 20 plus phones, 5 or 6 iPads and at least 6 full blown apple computers. This is a polite rant because it is posted on the internet, otherwise there would be significant profanity in my descriptive summary. Good job in your customer satisfaction, not!

Today, Ken (technician), worked with me for almost 2 hours trying to correct this issue. He, along with chatting with his supervisor, finally figured out why the old apple ID would not recognize my new one. He told me exactly what I needed or the information I needed to correct the issue. I have two options. Even though we are still working on the issue, this is by far the BEST customer service I have received. Both technicians had a great attitude throughout the process. They even made sure they had my email address & phone number to call me back if disconnected.

BACK TO THE PHONE. Needless to say more aggravation. Finally someone told me to simply say manager when I got one and ignore the automated speech. Tried that. You guessed it. I was hung up on again after holding for a substantial amount of time. Service that you can not easily avail yourself of is no service at all. I am sooo sorry that I purchased this phone and would advise anyone not to believe that Apple provides you with anything special unless frustration is special.

My phone number was logged incorrectly into their system at least 3 times and they still won't use my preferred number. They misspelled my name and put a repair order in another person's name after they registered my phone to someone else. Then they said I altered my phone making it ineligible for repairs. I think this company will do anything to avoid accepting fault and making repairs. I switched to Samsung. #neverapple.

I call again for the third time, this time I went through the automated system to technical support. Finally after waiting 23 minutes I talked to a nice lady named Jessica. I explained everything that happened to me before to Jessica, which she couldn't believe. I explain the problem to her, for my third time in the past half hour and she says that she will get the problem resolved and for me not to worry. Jessica said it's an easy fix at least five times. After a couple minutes she says she needs to transfer me, but they can definitely help and she will stay on the line with me. She does stay on the line with me while we wait. Ten minutes later Jessica's voice comes on and she says she's transferred me to Renee who will know the solution to my problem.

Renee asks some questions moving very slowly as she assesses the answer to each one. It then takes her ten minutes to look up my account. After much delaying she says she needs to transfer me. At this point I have been on the phone with Apple Tech Support for a little over an hour (I really wanted to watch this movie). I ask her what department she works for since she's supposed to be tech support, and she tells me Billing?!? I then ask why she acted like Tech Support for the first 20 minutes of the call and she argues with me that it's only been 10 minutes and this and that.

I asked Renee how to file a formal complaint and she didn't really have an answer, if Renee is even her name. Apple literally gave me the run around for over an hour, before I just called it quits. The ridiculous thing is that Apple just wasted all of these employees' time and mine for a problem that could have been solved in 5 minutes. Steve Jobs would be ashamed of Tim Cook and what the company prides itself on today.

I phoned and talked to a tech who told me that I now had to wait in a 'cue' and there were 40 repairs ahead of mine and I must drop it off and return days later to pick it up. He refused to budge or honor what I had been told in store previously. I then asked for manager who was robotically friendly and I was on the phone with him for 45 minutes in order for him to 'arrange' for me to come in store on the Wednesday day before Thanksgiving and be able to have it done while I wait. I offered to make an appointment in December to come in and wait, but was told 'that is not the way it works'. It takes all of 15 minutes to replace battery. Went back to mall on my holiday--the last place I wanted to be on my day off--and was at Apple store for another 90 minutes checking in and waiting for repair. Found most of the reps to be abrupt and not particularly friendly, bordering on rude.

Including drive time, phone hassle time, time in store, it took about 6 to 7 hours and many hassles to simply get a battery replaced. Owning a Mac really is not worth the hassle of repairs for a simple battery replacement (cost $140). Have replaced batteries on PC laptops by ordering for $30 on Amazon and replacing it myself. I hope to never deal with Apple 'customer service' again. It is so bureaucratic and regimented that it is like dealing with the government. I suspect Apple would prefer you simply trade in your current computer for a new one rather than deal with the hassle of getting it repaired.

We also have iMacs at work with AppleCare support. The one time I needed it, I held on the phone line for 40 minutes, and got a woman who didn't have a clue how to help us with the software issue. She then transferred me to the 'Enterprise' department which gave me a recording with a URL and then disconnected me. Don't even bother with AppleCare. It's not worth the cost. I went online, watched a YouTube, and was able to correct the software issue myself. Apple makes very nice and very expensive products but their customer service and tech support leave much to be desired. I think they are so enamored with themselves and the products that they really do not care about the customers.

And because nobody knows their stuff, Way too much time is spent informing them their answers are way off base and just plain wrong. By the time you're done you'll spent an hour or more for the final answer. It may be like the one I received from Apple Support yesterday about my problem: "It was just a one time technical glitch." Really Apple? Apple should hire people who actually KNOW how to use their products. The best support I have received at Apple support was from a woman who admitted she'd never used Apple products until being hired by Apple as a Senior Advisor. She actually listened and then tried to help and worked with me to understand the problem. She wasn't technically experienced but it was refreshing for someone to really listen and not just read scripts. This is not the company I once knew and loved. Don't bother calling Apple support. They don't have a clue.

I only FINALLY got an email on Tuesday (4 days later) saying they were sorry I was having an issue, and they were looking into it. Today is now Thursday (6 days later) and no other contact from support since Tuesday and nothing has been fixed. I needed a ride today and couldnt even use the Lyft app because my iTunes account wont accept ANY payment method that I put in. VERY DISAPPOINTED WITH APPLE SUPPORT!!! Oddly enough, when I had an Android phone, I never had a single problem making purchases with Google Play.

Today, I contacted the company to get this resolved. I spent 122 minutes on the phones, spoke with 6 different representatives who continued to place me through to their "senior advisors," to only spend 95% of the time waiting for a representative. Nothing was resolved. Even though we know fraud happens every day (the recent Experian Breach comes to mind), they claim that they don't how this could have happened. Truly, I have never been so frustrated with the lack of competency in human beings in my life. What I just endured for over two hours leaves me challenged to the core that big businesses can get away with such fraud. I will be pursuing this further.

Now, this is what gets me. I bought my laptop 6 months ago. They have Applecare and Applecare plus. Well, the technician said I had Applecare Plus until October 2020. And I was going to have my item insured and sent back in 5 days. He just didn't know how to assess it. I showed him the crack that is corroding and he had a totally different story. It didn't help that his boss was equally rude. When they were talking he was so condescending because she doesn't have AppleCare Plus but just Applecare and their whole demeanor changed.

He found a price and told me it would be 475. Why have me wait an hour to give me the wrong information, you cannot even assess the damage, and don't even know what is wrong with the laptop? I will never visit Grand Central Apple Support again. Don't give me one quote then tell me something else after your boss corrects you. Then make me feel less than because your seller then sell me the extra support. Apple is all about the money but if you know the extra warranty is better to sell it to me sooner rather than after the damage happens.

My iPhone was factory unlocked and the iPhone that I received is Sprint unlocked phone that doesn't accept T-mobile sim card. I took my iPhone again and explained the matter and they said, "We gave you one exception and there is nothing we can do for you anymore. You can trade it in for $75." And the senior iPhone advisor ended the call with me as there is nothing he can do for my case. Don't let Apple do that to you guys. There are lots of respectful companies that would love to serve you the way you deserve.

I've done the crap they ask for on the Iforgot.Apple.ID page (or whatever) and I've talked to Apple support MORE THAN ONCE and they said they'd call. They said they'd call yesterday. Nope. They said they'd call today. NOPE. I've had to call them back both days. NOTHING. Now - I'm on hold until they can get an account supervisor. Probably NOTHING still. Because APPLE SUCKS! I HATE APPLE! Once I get my account re-done I'm going to Android. You know why? Because they actually WORK! Don't shut off your account for no damned reason. Because they have GREAT customer service. Because it doesn't take 9 FREAKING MONTHS to get an account re-set! THIS IS WHY I HATE APPLE!

Original Review: Aug. 24, 2017

On July 31 I changed my number due to a personal reason. My provider changed my number after we erased my phone, then told me to sign back into appleID. I didn't know it and had to go through account recovery. I was initially told the info I needed to unlock mine would be sent to a friends phone in 2-3 days. Then I got an email saying it would be 2 weeks. After 2 weeks I was ready to receive the info, but it never came. I called Apple and was now dealing with a Senior Account specialist.

This took another couple days before he said all was well, and an email would be sent telling when the link and code would be sent to my friend's phone. That date came and passed and I received nothing. I submitted another request to account recovery, and was informed I would have to wait another 2 weeks to receive the same info I was promised on 2 previous instances which never came. Did I mention I'm still paying for apps and iCloud space I cannot access? No matter how this ends up, I am done with Apple forever.

23 1/2 hours of runaround later, including being disconnected 3 times and talking with 6 different people from across the world, we still have no idea what the status of our shipment is. And, they have no way to track it? Seriously? The last person we spoke with went on and about how frustrated he was with all of the irate customers calling in complaining that they had not received their merchandise. What does that tell you? I would really hope that after our experience and the vast number of complaints on this site, there is something that can be done to hold this company accountable for their actions.

At the time I told them it was a bug introduced after a patch since I always was able to remove this web data and cache before I signed out. Now four months later I decided to spend a day based on their recommendation restoring IPad with a level 2 engineer from apple. FYI… level 2 engineer working for apple has as little as 3 years of experience in IT. Results were the same after 5 hours of my time, web data still existed and no new IPad was offered by level 2 engineer. Would this have fixed the problem? No but I thought I would appease them since this is what their engineers told them to do. This is a software bug Apple Level 2 support confirmed it by contacting the software engineering staff at Apple. So what does this mean? Simple, an outside entity can place a file on your device that stores data of which the contents you are unaware of and the operating system cannot remove it.

I will not use my apple devices for banking, purchasing or any sensitive data, whether personal or corporate. I have 30+ years’ experience as an IT systems engineer. Specializing in UNIX, Linux and red hat with security at the forefront of any IT development effort. The underlining operating system in the Apple operating system is UNIX based. This is the reason I purchased their products because the history of malware and viruses is minimal in this environment. Too many companies are changing from quality to quantity. The percentage game has always been played. Worry about the 90% and ignore the other 10% because dollars are paramount. Unfortunately most of the 90% are ignorant to the data being stored about them because they have no idea how to check. Security should be forefront, toys - secondary with risks conveyed.

This option does not help me as a customer as I would have to spend additional money to get the product. Since the representative made a mistake it should have been their job to fix the problem without additional customer damage. I love Apple and my recent purchases should have justified extra support, however this experience was horrid. Not only am I still waiting for the product I am missing vital work time online!

In these 7 weeks I haven't been asked anything at all to verify me, no communication whatsoever except for the advisor telling me to wait, they're working on it. So... About 10 years worth of apps, movies, songs, etc. That I paid for I can't access and probably never will with the way Apple handles these things. Needless to say I feel cheated by Apple, this company is a soulless robot corporation that only rips you off of your money but doesn't employ people to handle real issues. Shame on you Apple and your worthless engineers that create robot machines to handle sensitive customer issues that don't get anything done!

Now they are saying part is not available with Apple and it may take about a month to get fixed. My all work is stopped. Am losing my business as well, I asked Apple to provide me alternative option or replace the device but they rudely denied to do that. I need replacement of this device within the time frame their service engineer asked for. I cannot wait for a month, we customer buy such product because we believe they will provide good service but unfortunately they are worst than any other companies in the market.

I spent two weeks escalating the situation to three senior advisors and finally one was able to help. He looked into the case and didn't know why the account was disabled. He worked to enable it and allow me to use my card again so that I could make purchase on the NEW Apple ID I was told to create while the release of my first account was being processed. Yesterday (Literally two weeks after my first account was released), I tried purchasing this Builder Pack on my new account and the same problem popped up. So I reported it to Apple and guess what these ** did after I clearly told them what happened the first time?

They went and disabled my account again. Now I have to contact them again to give them ** for making the EXACT same mistake twice in less than a month. All I want is a ** Builder Pack from Clash of Clans for less than $10. Why do I have to go through this ** every time? Are they going to tell me to make a THIRD account? No. ** you Apple. Get your ** together.

Next problem. Ok so I've been in Italy for about 4 days. My screen starts getting these weird lines and acting up. I looked up how to fix it, cooled it down, etc. and nothing worked! So I finally get around to calling Apple support, two days later. They. Were. Awful. I was on hold more than I talked to someone. This first dude's suggestion was that I go to a store that accepts the warranty. I told him that's not going to work but of course he looks it up anyway. After finding ONE store that'll accept it, I told him again I don't have transportation so he decided to "look at our other options." This dude wanted to do express care - have me send my phone back within 10 days and wait for a new one to come. After waiting for almost an hour, turns out they don't ship out of the country AND I can't get a new phone in Italy because foreign phones are made different and I'd have more problems when I returned to the States.

Ok. So I tell him this is ridiculous considering this is 100% Apple's fault since this is a brand new phone: wasn't dropped, hasn't gotten wet. Nothing. Purely a malfunction. So he transfers me to a "senior advisor." So she starts doing the exact same thing he did: looking up places I can bring my phone. So I start telling her we've already done this and I was told I can't get a new phone over here anyway. After going back and forth, basically the same exact stuff I had gone through with the previous dude, she tells me I have to wait until I come home. I said absolutely not as this is my ONLY form of communication, my camera, my map, etc.

So after me telling her how much more pissed I'll be if this phone stops working while I'm over here, we finally decide to see if she can ship a new one to my dad and he can ship it to me. I told her THEY WILL pay for shipping since it's APPLE's FAULT. Again, after going back and forth for ten minutes she tells me she has to check on that and she'll call me back. So eventually she calls me back and tells me they can give me $100-$150 credit for the online Apple Store. That's great, and except I don't need a damn thing from them. So I asked her if I'd have to send my phone back first and she said yes. I told her that's not going to work because, again, I NEED a phone while I'm here. She kept saying she's sorry that I think it's their fault and at this point I'm livid so I told her it IS their fault.

Then she says, "I'm sorry none of these solutions work for you" and kept telling me they were "trying" to help me and "it's not your fault you're overseas." I had to explain again and again that the whole point of me getting a new phone was so I would be ok when I went away. Then I asked her how she would feel if her family member was overseas without a phone and she said she wouldn't like that. That's pretty much where our conversation ended. I told her I'd talk to my dad and see if he can get through to them since they're so bogus.

This is the shortened version. I kept having to explain things again and again and all they kept saying was "I'm sorry you're frustrated, I understand why you would be." Yeah, cut the training lines and be helpful for once! I also told her god forbid I go home and my phones not under warranty anymore and I guaranteed her I would have some sort of issue waiting that long. She told me (supposedly) my phone is under warranty until June 2018 but I told her I never know with these people since they're not very helpful. My phone isn't even two weeks old so as far as I'm concerned, it's Apple's problem and they need to find something convenient for me. I'm livid right now. $750 phone and they won't work with me. Oh, ok. Thanks a lot, Apple!

On Oct 22, 2016 I received an email from Apple telling me to "click here" to download their new Sierra operating system. I'm not a sophisticated techie but even I can manage that. And that simple click at 11:30 pm while I was waiting for Saturday Night Live to come on was the beginning of the end. About 10 minutes into the download Sierra froze. Nothing I did could unfreeze it. I waited and waited and waited. But still frozen. Finally I decided to shut down and reboot. Worst move ever because it came back with a black screen with assorted bits of garbage on it and some sort of cryptic aborted message. There was no way in or out.

So I called 24/7 AppleCare and embarked on a 12 hour world tour, speaking to Apple techs from the Philippines to Australia - for almost 12 hours straight!!! At one point I spent almost 3 hours on the phone with a senior tech in Melbourne who managed to somehow get Sierra off my system and get me back to El Capitan. He then had me reinstall Sierra assuring me that as soon as it finished downloading (a mere 2 hours later) everything would be perfect. He even kindly offered to call me back at 9 am NY time and check up on it.

Only it wasn't fine at 9 am - it was worse because I could no longer access my own user file. I spent another hour or so on the phone with an even more senior tech, who finally threw in the towel. So I packed up my mortally wounded operating system and ran to Apple's flagship 59th Street Store in NYC, where I spent over an hour going through the mess with an assortment of their Geniuses. I left my MacBook Pro in Apple's ICU with the assurance they'd get everything working again ASAP. You can imagine how thrilled and relieved I was when Apple called me 3 days later and told me I could come pick up my MAC, which was now perfect.

But it wasn't. It took me exactly 30 seconds after turning it on to realize that almost all my dozens of files were gone. Only a handful remained and they contained a hodgepodge of random documents from any and every file including the operating system. The best analogy I could use would be if a tornado went through a conventional file room and all that remained was a huge pile of random paper, with 1/2 of the files completely blown away, never to be found again. It was beyond bizarre. And it didn't take a Genius to see this, because instead of the dozens of files and subfiles that appeared when the initial menu came up, there were now less than 20.

But I didn't panic yet. Because I had everything backed up - not only to an external hard drive but also the elusive iCloud. So I returned to the Apple Store with my back-up drive, where I left Alan, supposedly one of their best and most senior Geniuses, with the crystal clear instruction that before doing anything further he needed to make a duplicate of my pristine back up drive and work only from the duplicate so that there was no risk of my remaining data and files being compromised.

But unfortunately Alan didn't do that. Instead, he plugged the drive in and when a prompt popped up to complete downloading Sierra he hit it. And somehow, someway that Apple can't or won't explain to this day, the deadly Sierra managed to worm its way into every single file on my back-up drive and even into the Cloud to destroy them all. For those familiar with Time Machine suddenly every single file, regardless of its date, was the identical scrambled mess as all the others. This was the 2nd time Apple's Geniuses didn't catch this (or own up to it as the case may be). Once again they insisted everything was "perfect".

By now we were into December and my battle with the Apple Store was at a standoff. It had degenerated into a series of increasingly ridiculous lies, history rewrites, denials and finger pointing. They even tried to write the whole incident off to my external drive failing which was utterly preposterous because my external drive wasn't even in the mix until the 3rd cycle of repairs and denials.

But my favorite was Apple's repeatedly denying any responsibility or liability for the destruction of my data and files because somewhere, buried deep in the fine print of their Apple User Agreement, Apple disavows itself of any liability for all software. This includes their own, proprietary IOS operating system. By this logic Apple's sole legal responsibility is limited to the sleek metal box that houses the operating system Apple created, without which the metal box does not run. Perhaps their lawyers need to look into Contracts of Adhesion. Buyer beware the next time you invest $2-3000 for your new MAC. If MAC's operating system fails and destroys your data it's not their problem, it's yours!

So I trudged back and forth to the Apple Store for another month. Ironically I broke my wrist in December after slipping on ice one block from the 59th St. Store on my way there. I arrived in tears, with my old (now damaged from the fall) MacBook Pro that the Geniuses requested I bring them to try restore some of my older files, saying I had to leave it and run because I had to go to the ER. And they actually argued with me telling me they couldn't work on it unless I stayed!

I suggested that the Store team contact the Sierra team at Apple because maybe they could unscramble what happened since they presumably wrote the code. Implausibly, according the Apple store's top Manager, he had no way of reaching any senior Apple executive directly, even Tim Cook. If this is true and the Manager of Apple's premiere flagship store can't connect directly with one of their top executives it would go a long way towards explaining why Apple is so dysfunctional. Are they this desperate to avoid any direct contact, or even indirect, with their customers?

From my experience the answer is a resounding YES. Forget calling anyone at Apple. No matter which door you go in through (and I've tried them all, even Investor Relations and HR) you end up with one of their utterly useless and frustrating Customer Service Reps, who will run you in Applespeak circles no matter how long you spend on the phone with them. It's an endurance test and you can't outrun them.

So after a month more of this I decided it was time to escalate to Tim Cook. I wrote Mr. Cook a lengthy letter filled with specifics - dates, names, micro details in the hope that the ever growing chain of mishaps and missteps would set off an alarm, as one would expect of any CEO looking at what should appear to be a major customer service fail. Even more importantly, I also detailed other incidents I'd come across with the same failure by Sierra on or around the same date I experienced it. This included numerous posts on Apple blogs and two other cases I'd found in NYC. Not to mention the 1st Australian tech I spent 3 hours on the phone with told me that this was a known bug and glitch with Sierra. One would think that a problem with Apple's new IOS would be an instant red flag to Mr. Cook. Unless of course he already knew about it.

A couple of days after emailing Tim Cook I was contacted by Megan **, a member of Mr. Cook's "Executive Leadership Team." No disrespect to Ms. **, but as far as I can tell after 5 mos of dealing with her, she's just an upgraded AppleCare team member in disguise. She claims Tim Cook had read all my correspondence and is aware of the matter but I find this hard to believe. If he truly is shame on him. Once Ms. ** jumped in I spent hours on the phone with more AppleCare team members, having to start the entire saga from start every time, making me wonder if anyone from Apple ever read the file before jumping on the phone with me.

The dots never connected on their own between the Store, the Geniuses, AppleCare and anyone else involved. So on every call I had to spend hours walking the tech du jour through the ever increasing maze of misinformation and failed fixes. I don't believe I ever spoke to anyone with senior engineering expertise from the nature of the conversations I had. I certainly never spoke to anyone for the Sierra team despite repeatedly requesting this. At one point I was contacted by an AppleCare rep who asked questions during 3 lengthy calls, supposedly at the behest of the iCloud team. But he ultimately disappeared and I never heard anything further on that front.

Which brings us to now. Finally, after 6 months and countless failed attempts to retrieve or restore my missing files and data (which is over 10 years worth of personal and vital business files) Ms. ** called me and told me that Apple had come to the conclusion they could not fix the problem. Therefore Apple felt "terrible" and wanted "to make financial restitution" for my loss."

Aside from this being a cataclysmic problem to my business because years of work product, contacts, correspondence and records were gone in a flash (including all the back-ups) I also lost irreplaceable personal photos and other correspondence. How do you even begin to determine a financial value for such a loss? A really cyberage dilemma. So I started researching and came up with a number of formulas that businesses, insurers and others have applied to determine the value of data loss. Needless to say, there was a wide range going from $50,000 to well into the 6-figures.

So, I went back to Ms. ** and told her I thought the best way to determine the financial value was to agree upon a formula or methodology to apply first. But none of this mattered because Apple had come up with their own solution - they offered me a choice of a $3500 check or $5000 of Apple equipment at retail price (which actually translates to less than $3500 at their wholesale or manufacturer's price). So $3500 or $2500? And of course in return I had to give Apple a full release from all liability.

And that's as far as Apple will go. $3500 for every record, file or document I had - over 250,000 gigabytes of files and data vital to my life and business. Or to put this in proper perspective, a mere fraction of what Apple spent to develop the special box to keep pizza crusts from getting soggy in the employee cafeteria in their new corporate palace. The palace with the zillion dollar door handles and miles of special glass. Otherwise known as Apple-Versailles. So my life's work is worth less than a soggy pizza crust. Good to know. Maybe I should just settle for $5000 worth of pizza boxes and door handles.

Here's the real kicker - my MAC still doesn't function properly. Backing up still has the very same problem it had on day one. All of the files, regardless of date, are mirror images of each other, with incomplete, corrupted files. So 7 months later I don't even have a working computer and operating system. Instead I have a $2500, 500,000 gigabyte word processor and email reader. And Apple's offer of $3500 for "restitution". Samsung and their exploding phones are looking pretty good right now. At least they acknowledge their responsibility and are giving everyone new phones that work.

So think about this the next time you line up for hours to pay top price for Apple's latest must have toy. God forbid anything goes wrong beyond the ability of a quick fix by an Apple Genius or AppleCare. You won't be able to escalate to any senior executive or engineer. You'll be lied to, run around in circles, waste months of your time and thanks to the fine print you'll never read or see, Apple will deny all liability. And that nice shiny box it comes in is only worth $3500, even if Apple's own IOS fails. Something to keep mind as Apple gets set to launch High Sierra.

Today I called twice. The first time I was on hold for 25 min and disconnected. I called again, spoke to a representative, was transferred. They fixed my Apple ID then needed to transfer me again to fix my daughter's Apple ID. I waited another 30 minutes and the representative I spoke to was rude and clueless and I demanded a supervisor. The supervisor then told me I would have to speak to a representative in the iTunes department AGAIN... 2 hours and 27 minutes later, I hung up... PROBLEM UNRESOLVED. For the amount of money we pay for these phones and the service, their customer service should be mediocre at least. More than 4 hours on the phone with them... Just wasted time.

Over a period of 18 minutes a young gentleman would ask me to spell the street I grew up on 5 times. Yes 5 times he asked me to spell the street I grew up on. As well many other questions he would repeatedly ask and to no avail could he understand that I know the answers and then suggest he would get an senior adviser to help. Yes 27 minutes with a senior adviser and guess what... No, she could not figure out how to get me into my account either and finally with many attempts of me not being able to answer questions that I know the answer to I became "timed out" as she put it and I would have to wait 8 more hours!!

Yes 8 more hours before they could try again. She said... "Sir please call back in 8 hours and we will try again." My experience with Apple support was not good! But most importantly the security issues here are the real problem! Someone has access to change my information... my birth date and other known questions to me get changed??? How??? Apple security is obviously NOT GOOD!!

Then I proceeded to 1) enter my phone number which is setup for two factor authentication and 2) enter ALL of my credit card information. I thought well that's pretty secure. But then the foolishness begins. After receiving my "code" via 2-factor authentication on my iPhone where I am logged into iTunes -- and have a fingerprint id that works, I was sent an email to my email account on record to again confirm that it was me trying to change or reset my password. I gave pause and actually thought that something really really bad must have happened recently security-wise to this company who's software is routinely compromised.

I continued anyway and clicked the link to confirm my email. After doing this, there was a not very straightforward note about someone would send me instructions to recover my account – in a few days! What? I confirmed via 2-factor authentication on my iPhone, additionally verified my email address by clicking the link and additionally entered ALL of my credit card information and logged into my iPhone where iTunes works via fingerprint id (still) and you need a few days? What do you think the point of 2-factor authentication is? I'm trying to spend $1.29 on the iTunes store on my PC!

Then I noticed the email that Apple sent to my account to ask me to click on the link and the more I thought about it the sillier it seemed. Apple has real security issues and is compounding their issues themselves-- "An account recovery request for your Apple ID (**) was made near Redmond, WA on 05/08/2017 at 1:05 AM GMT. The contact phone number provided was **. If you made this request, click the confirmation link below to help Apple verify your identity. If you didn’t make this request, you should cancel account recovery immediately." THANKS APPLE. It's good to know that if my Apple account and email were compromised I can count on you to send an email detailing what MY PHONE NUMBER IS. Can this process not be automated -- like everywhere else (Amazon, etc.) or are you just incompetent at automating such things?

Apple claims that another person was using my card to make purchases but they couldn't tell me who, cause they were a victim too... How can someone that is using my card a victim? I was like, really, I have no purchases from Apple other than my monthly iCloud storage. They went on that my bank must have reported. I was like no, there have been no charges, and my bank would reach out to me. Then the agent went on to say nothing happened because they caught in time. Caught what in time? How would they know that I wouldn't authorize this person to use my credit card without asking me.

I asked, does Apple think it has any obligation to notify their customers that their account info was compromised? I was told "No, you are confusing us with your bank". Um no, you claim that you shut off my Apple ID because you thought that my account was compromised, and you claim that you caught in time. If you had information that I or my bank didn't have, you should at least have a message somewhere informing the user was shut off for potential fraudulent activity. The guy claims they don't have that info on file to do that... Really? You knew enough to shut off my Apple ID, and my Apple ID is my email address.

Long story short, I am pretty certain that Apple shut my ID off because of me using the iPhone 5, however, they won't admit it. They won't give me any information as to what happen with my credit card if something really happened, and now I need to cancel my credit card to get a new one based info provided to me by someone that lied a few times on the phone.

Apple should be ashamed of themselves. While they may not be under any legal responsibility to notify their customer, I would think they would had a civic obligation. I dragged my feet for four weeks on the Apple ID; however, if I knew right away about fraudulent activity, I would have taken action to protect my accounts that day. I am lucky every purchased is emailed to me, and I monitor my accounts, however, what if someone really had my credit card info, and Apple knew it, and they spent thousands of dollars? Apple still doesn't think they owe their customers appropriate notification.

Long story short I'm willing to pay my insurance cost, sell it at a loss and buy an android or samsung 8 just to not vote for these jerks with my dollar! As well I will never spend another cent on iTunes, apple or any affiliated product. YES I did drop it to be fair but if that is the quality I get for my money and flat out zero support. That apple has fallen far from this tree!!!

I called back to Apple Care and after waiting on hold for 25 more minutes a new technician answers. Told the tech about my experience this morning - asked to speak to a senior tech again, waited an additional nineteen minutes. The senior tech asked me to do a upload - ok. Then she tells me she will have to schedule another time after the download is complete to help me with my music download. A total of 86 minutes wasted this morning just trying to download some music. Again how hard can it be?? I am more mad at myself for putting up with this APPLE propaganda crap for so long, than I am at APPLE. But to be clear Apple has really poor support. Time for a change.

I wrote a letter to Apple's head office in the US. After 2 months I got a short standard reply letter telling me to contact the local support (which refused to honour the guarantee in the first instance). So dead end. So two lessons: 1. Apple has a serious issue with quality. This is not the first Apple product I buy that is defective. 2. Apple doesn't care about its customers. It is OK for them to sell a defective product and will at best give you a refurbished unit back in replacement for a unit that never worked. 3. The international warranty is a joke. I left the new iPad Pro in the Shanghai store, told them they can do whatever they want with it. I will never buy any Apple products again. Not for me, not for my kids, not for my future grandchildren. Actually that will save me a lot of money. At least I must thank Apple for that.

I called and spoke to a new Senior Advisor., uploaded the file and was told everything was good but that the department that fixes such things are not available on weekends. There was no confirmation or communication and I called the next day and spoke to a third Senior Adviser who said the problem could be fixed at an Apple Store and I should have been told about that. He said he would contact the store, an 80 mile round trip for me. There was no phone call, no arrangements for reactivating the phone. On Sunday an email was sent and the phone could be used but all contacts, music etc. was not available until they "finished".

Today, 3/21/2017, I spoke to another Senior Adviser (I am sent to different advisers, I didn't make random phone calls) and was informed that it is now 14 business days before the phone would have all features restored. That will be approximately 5 weeks. The music and apps on the phone are not Apple property and yet there is no way to access or use what has been paid for. Apple Care uses alternative explanations. They used to be a company that represented progress and innovation.

They ask for a credit card... And here we go again, it's 10 years down the line. Who is still going to have the same credit card or even credit card number? So I now have lost all of my stuff because they ask me to verify my security questions when I do not know. "Oh I'm sorry sir, please find that credit card and we can unlock it..." Sure thing, I'll go root around the dump looking for a black garbage bag that "could" have chopped up credit card information for myself.

The next day several phone calls from me and not 1 returned by Apple and I am frustrated!!! But the wonderful Support Team of Apple does not understand that spending so much time on a phone trying to correct their problem while still trying to run my business is not only frustrating but since no one can seem to do anything about my problem it is a waste of my time! An exact week later I call again because no one had called me back as promised. I do talk to someone who again I had to explain my situation to instead of them actually reading my case file which if being written is lengthy. But of course she had not read my case and was leading a very frustrated customer through the same line of questions I had answered many times!!

Now through whatever manipulation they have done my sign in email address was again the same email address I had originally signed up with 12 years ago and still no way to sign in! So I call again today, 2 weeks after updating my phone, I call using the case number given me by Apple for my problem to be worked on and so the next person I talk to from Apple will know my situation, but the agent has not read my file and starts with the same line of questions I have answered many times before which should be in the file you should read before dealing with a frustrated customer. Still no call from my "dedicated person working my case," still not being able to sign in or use my account! 2 weeks to literally change an email address on my profile and it still has not happened! Apple you have lost a customer and his family for life!!

Original Review: Tech Support at Apple is worthless. I used Windows my whole life, and recently changed to a Macintosh system, THIS WAS A MISTAKE... Not only did I have to relearn everything about how to use a computer, but there are an insane amount of glitches and bugs in their applications. Case in point, I have been using TextEdit to record data that was cut and pasted from the internet, much like I used to use Notepad in Windows and at first it was just the same. Unfortunately, last week some time, Apple decided to upgrade my system from Sierra 10.12.2 to 10.12.3, and after that things went south.

Now when I cut and paste text from online, it adopts the font used on the web page and transfers that font to TextEdit whereas in the past the font remained consistent regardless of the font used on the site. This unbelievably frustrating and time consuming as I work from home online, and do not have the time to go through and word for word transpose everything I need to save to avoid the font being set differently. So, I tried to post in the forums, asking for advice, but like all things Apple, the community website has a ton of different requirements in order to post. As a result, I ended up having to contact "Support" (what a joke), to get some assistance.

The agent that I chatted with was named Jonathan, and suggested for me to create a new admin account and then log into it to see if it happened on the new account as well (it did). I did this, and after waiting the eternity it took for the Mac to log into the new account, I came back and Jonathan had ended the chat session because I had not responded for too long. Like he didn't know what I was doing (following his advice). So, I tried to start a new chat session, but it just hung there forever in an infinite loop and would never open a new chat window. As a result, I ended up calling support on the phone, ANOTHER MISTAKE. The phone agent could not answer anything and sounded as though she had the volume turn all the way down. I then went back to try and open a chat session again, and it was the same thing, INFINITE LOOP. I feel like I made a HUGE mistake getting a Mac, and now do not know how to get out of it!!

Now that repair was sorted out, sort off, replaced hard drive, reinstall OS. SECOND REPAIR HDrive WENT DOWN again. REPORTED SPARK SHOCK, showing it head AGAIN when inserting USB device in to the USB port. Machine went back to Apple. This time they replaced the hard drive for SSD drive and they said they repaired screen. Again NOTHING FROM APPLE SENIOR SUPERVISOR TECH TO SAY ANYTHING REGARDING USB ISSUE. MACHINE comes back, now machine goes well... until start of January 2017 screens show patches of fuzzy. USB issue back again and constant power downs...

NOW for the apple support, get through to Apple, get put in touch with senior advisor, go through the motions, problems for mac, that supervisor he would get back in touch in 4 days. 6 days no call... back on to Apple another supervisor full of apologies, same issues discussed, again supervisor stated he would be in touch 3 days. 4 days go by no call. Now they said they're taking issue serious regarding USB, shock spark, etc. Now its time for the 3rd phone call. Nothing from the other 2 supervisors. This is number 3, this time I asked for management. NOT IN YOUR LIFETIME. ANOTHER SUPERVISOR, he states he will chase this up and he would phone the next day. No phone call.

1 email stating "Hi Steven, I can see David has taken some action on the account and resubmitted a form for the engineering team. I have asked him to contact you on this, as I am unsure whether he got in touch with you. Kind Regards, Trevor **. Mac Senior Advisor." They don't seem to like the idea of me requesting a replacement for my mac because of the USB fault that's been reported twice now 3. APPLE STOP LEAVING CUSTOMERS AT RISK.

Called again and explained what happened again!! Person said "ok so are you going to pay now!?!?" I said "no!" He said "then why are you calling me!!!" And HUNG UP!!! Called again. Lisa answered and said "well if you're not happy take it to an Apple Store near you." I said I need a supervisor and her answer was "AGAIN!?!! you want a supervisor AGAIN!!!" I'm still speechless over this treatment! I've been in customer service for over 20 yrs!!! These people should be fired!!! Finally Dereck supervisor helped me and was nice!!! But I wonder how I can get a complaint to the right people to have something done about this incident!

As the consumer I understood Apple Care to be coverage of your phone for damages to the phone. I dropped my phone and the screen was cracked. In early December I went to the Apple store, and they told me my options based on my Apple care of $39 to replace my screen or $129 to replace my phone. As my coverage date was in February 2017 there was not urgency for repair. In December before the holidays, I made an appointment to meet with an Apple genius to get my phone assessed. I expressed that I have been having the following problems: The screen was cracked, the photo button was sticking, the iPhone charger when plugged into my Mac Book air would vibrate constantly.

The genius looked at my APN and advised that my coverage was only for Apple Care and would be $169 for a screen and $469 for a new iPhone. I advised that was different from what I was told before. He checked my account and said there was nothing confirmed before. As the customer he was right and I was wrong is what he was saying.

He then advised that I only had basic Apple Care and that I should have gotten Apple Care plus which I knew nothing about. Prior to my appointment with the Genius department not one person I spoke with at Apple told me about Apple Care Plus. So I googled Apple Care and Apple Care plus and could not find a comparison online. I advised this to the Genius, he said Google is not an authorized Apple website. The Genius then took control of my computer to show me the comparison on the Apple website. The page the Genius took me compared Apple Care plus and out of warranty coverage. I told him this was not a comparison of Apple Care and Apple Care plus, it was a different language. He said my phone is not covered as I did not have Apple Care plus. Again the genius wanted to prove he was right and I the customer was wrong.

He then told me I only have a warranty on my software until February 2017 not Apple Care, but he continued to call the warranty Apple Care. I told him this is a misrepresentation and poor communication. This is when he got feed up and said he would have someone else talk to me. Again saying he was right and I was wrong.

The next genius came over very confrontational as she had spoke to the prior genius about my frustration, she came over very combative, hoping to one up me. I expressed my frustration about the poor communication and misrepresentation. She told me with authority that my phone had only Apple Care and not Apple Care plus. I requested she print out my purchase receipt and show me where my iPhone stated that it was Apple Care not Apple Care plus. Which she did and then she advised the phone did not have apple care, only a warranty on software until February 2017. I expressed my frustration as a consumer with the poor communication and misrepresentation from Apple customer service and the genius department labeling my phone as having Apple Care when in fact it did not have any Apple Care, only a warranty.

As a customer, I would appreciate if Apple representatives would speak a common language that is understood by all. This poor choice of language leaves the customer confused, baffled, and disappointed. No one wins, as we all leave unhappy. In addition, my other iPhone issues were never addressed. I the customer left very disappointed and frustrated at my experience with Apple, as the information was a misrepresentation of Apple Care and the Warranty, the agents were not authentic, genuine and transparent with information. It was a battle for them to be right and for me to be wrong which is not the Apple I have supported for over 20 years. I would appreciate if Apple would address the misrepresentation and customer treatment, as I do not believe this represents Apple’s values, vision, and/or mission statement. Thanks for your immediate reply.

"Hi Teresa, Thanks for contacting us. We received your information, but we couldn't complete your unlock request for Find My iPhone. Product: IPAD MINI WI-FI 16GB WHITE-USA. Serial number: **. We need the original sales receipt to show proof of purchase of the product. To be considered valid, the receipt must include this information: 1. Resellers name, address, and phone number or website URL, 2. Date of purchase when the product was originally sold, 3. Itemized product information, including price and product serial number." Now remember I sent an email to them from Walmart with ALL the information requested. I have been dealing with this nonsense for three months!

At any rate, I love the comfort of the iPhone (I have had an iPhone for at least 10 years). The fact that I understand how to operate the phone has kept me with Apple for a long time. But, since I'm due for a new phone, I think it's time to switch brands. Just a warning to all who are there to listen: If you want a phone with good tech support, don't choose an Apple, don't get an iPhone, don't get stuck using iTunes.

Although Apple Inc. is a global leader in technology, their system has a huge flaw that ends up with customers being left frustrated. Billions of people use iPhones, iPads, etc. Just because the Apple Corporation is a popular and successful company, they should not be allowed to hold people’s devices hostage and treat customers like manipulative fraudsters or criminals when their Apple ID account is inaccessible. I went to get a password reset and then found out that getting back into my phone would be very challenging. The security that Apple has built to protect customers, creates a problem for customers, who honestly get booted out of their Apple ID account. I'm left very frustrated.

My problem started 13 days ago, when I woke up and attempted to check the messages on my phone. My phone had restarted itself and greeted me with the message, “iPhone requires your passcode after restarting.” I typed in my four-digit code to be met with an Activation Lock screen that required my Apple ID and password. I typed in my password: or at least what I thought I remembered was my password. It didn’t like the password that I typed. I tried again because on a little iPhone screen, with my chubby fingers, it is easy to fumble letters. Still not being let in, I had to turn to my laptop. After attempting on my laptop, it became obvious that I would need to click the “forgot password” link. That would prove to be no simple task.

First, Apple wanted to text a code to my phone, which I am locked out of. Then I discovered that Apple’s definition of a “trusted device” is another Apple product. Well, I trust my laptop and android tablet, too. Apple has two email addresses for me, which are tied to that ID. However, apparently, they can’t just send me a link to click on to authorize a new password. Well, here I sit 13 days later with no cell phone. I am still paying T-Mobile for service that I’m not able to get on the phone that I paid for. My complaint – my $600 iPhone is useless – I cannot use the simplest features, like the flashlight. I sit here with my original paperwork, receipt, and picture ID. The company won't let me prove that I own this phone. Apple will not let me use it. T-Mobile says they can’t unlock it because Apple doesn't authorize them to. I would gladly make a new Apple ID; if only I could get the phone unlocked.

The support that Apple offers is of no use. I’ve had three phone sessions and one online chat session. Customer service associates can’t help. They simply don’t have the training or (apparently) lack access to see my account and tell me what the status of the recovery is. No one knows what is actually going on. They go through the beginning of their scripted response each time, trying to get me to do the same things that I have already done. My account is already in recovery mode; please do not send me to iforgot.apple.com again. I have already been through that and provided the required information. Tell me where I am at in the process. How much longer, realistically, will it take? Why am I still sitting here two weeks later with no access to my phone?

Apple’s website says, “Go to iforgot.apple.com and check the status of your request. If you can provide additional account information such as credit card details, you might be able to shorten the account recovery period, or even regain access immediately.” Not so much. There is not much information about status. Why does it take so long? If it is an automated process, why should it take weeks or months? I have been stuck here in limbo for 13 days. I’ve read complaints online from people who have been like this for 21 days, four weeks, and eight weeks. Why? This takes me back to my last point about communicating with people about the process.

Apparently, at the root of this is the find my iPhone function. I thought it was neat… at first. You can click and Apple shows you on a map, where your phone is. Did I leave it at work? In the car? Let’s see, oh it is somewhere in my house! Well, the function forever links this phone to the Apple ID that I do not have access to, and no one will allow me to get into my phone at all. Two-factor authentication – I have no idea what this means. It was promoted to me as something to keep my account secure. Described by Apple – “Two-factor authentication is an extra layer of security for your Apple ID designed to ensure that you're the only person who can access your account, even if someone knows your password.”

A good thing, right? Nothing ever stated that getting a password reset would be a pain in the behind and take an absurd amount of time, while locking me out of using my device in any manner. If it had been clearly communicated what this was I would have made sure not to have this function activated. I still do not know what this entails, all I know this seems to prolong getting my account back. Now it’s just an expensive piece of junk sitting here. I have the original receipt with the serial number, my phone with the serial number, picture id – why can’t someone in an Apple store verify that I’m legit and unlock the phone?

I am being treated like a criminal. A forgetful person? Maybe. However, from what I’m reading online, I’m no different from many other people. With the billions of people using Apple devices, there are many people in my position. So why does getting a password to my account have to be so painful and frustrating. Why can’t Apple communicate the process a little better? Why won’t anyone tell me what’s going on with my account? When will I have access? What is the issue with establishing ownership of my phone? Thanks Apple! After this, I don’t want any Apple products. I’ve learned the hard way that Apple has too much control. As in, they shouldn’t have the ability to lock people completely out of their device.

Ultimately she transferred me to a "customer service representative" who would take care of me. It sounded like the same person trying to disguise her voice, who would not address the issue of Apple selling a product that is not supported, and she continued on "the customer is wrong" approach until I finally told her that if she worked in an Apple store she would be fired and hung up. She went by the name of Daniella or Daniell. The experience was awful and I would definitely not recommend Apple to anyone at this point.