Apple Tech Support Reviews

Updated on 11/14/2016: After making me wait for a month, I get a call from a senior officer who promised to get a positive outcome, but ended up saying the same story. No warranty due to third party. This issue was explained from the beginning. Why make me wait for a month for the same report: unit send in with no power issue, current test fail no current flow 0.013A, cannot detect by iTunes, unable to restore, internal check found out battery have been damaged/punctured, confirmed have been replaced battery at third party, missing battery - pull tab, replace with normal transparent tape not eligible for any service. Apple free toll: 1800-803-638 (OPTION NO. 5). Really disappointed as I have been an Apple supporter for more than 20 years, as I still preserve my Macintosh Classic and displayed it in my office. My nephew has been calling me silly for supporting the brand which has no value for the amount of money spent. No more apple for me!! Damn Apple!!

I informed him that I would like to get a second opinion from Knowhow tech. Before I left the store I decided to just charge my laptop and see if it powers on. To my surprise it did. So I called the tech and told him he had misdiagnosed my laptop as he told me it doesn't switch on but it did. He told me that he will re-schedule an appointment for me to come with the laptop in 7 days. I said, "No, surely I shouldn't have to do that as it's your fault that you misdiagnosed." He started to shout at me and I shouted back and left the store. I got to my job. The IT technicians opened the computer and found that the battery had been disconnected from the logic board. They reconnected it and now my computer is fine and didn't have to pay 587. The tech guy said there was no signs of water being in the computer.

I am 100% sure Apple tech lied to get money from me. I am not only disappointed but wanted to tell my story so that someone learns from my mistake of trusting Apple. I will never ever buy AppleCare. People what you fail to realize is that if you buy your Apple products from PC World/Currys and buy their care cover for 9.99 it covers water damage, any hardware damage except loss compared to AppleCare which only covers hardware issues. Knowhow (PC world tech) are very efficient, good and quick not like the rude Apple stuff. I will never for to the Apple store in Meadowhall Sheffield again in life.

I mentioned the issues I have been experiencing in the last several months. Due to this present day, subpar CS, I shared that I will be thinking twice the next time one of my devices needs to be upgraded. His response, "I understand you have to go with whichever company you think is best for your needs"! Wow, unbelievable.

She then let me speak to her supervisor which made her put me on hold for a further 15 minutes; once again the supervisor tried to sell me AppleCare and even once asked if I wanted to pay by Debit or Visa?? She told me the same thing and asked if I wanted her reference when I presumably go back to Apple to get the screen fixed, she said only Apple could fix it when I mentioned if I could go to a third party. She didn't even know what a "iStore" was.

Money wasted on a device that belonged to a company who refuse to help their customers if the customers are not willing to pay lumps of money after they spent a fortune when buying the product! Thanks a lot Apple for your disgusting service and wasting time you weren't willing to compensate for. This iPhone has only caused trouble from the start and has put me, my friends and family off Apple products.

What happened to continue the saga? My wife accidentally deleted the data on the new handset instead of the old one. I know, not a great move. Now the new phone can't access the cloud (doesn't recognize our wifi), and my wife was never able to receive a new Apple ID password (this is when the phone was working). Why does Apple insist on making things go through the cloud? Who does this benefit? So after trying to reinstate the data for over 3 hours, we gave it a rest and hope we can have better luck with the service provider SoftBank who unfortunately seems to have the same level of poor service as Apple.

I imagine going back to an Android phone and getting my new smartphone set up by the provider in about 20 minutes (Apps and all, Apple doesn't transfer your apps)!!! We were told we need to keep the same Apple ID to get credit (for the old phone), but that is the same ID (smartphone email account) we can't access without cloud access. Nice system Apple! Never mind that Applecare in Japan doesn't get you a new phone, it only gives you a discount on the repair bill! Which takes you about 2 years to receive (not kidding. Nice touch SoftBank - why did Apple give you exclusive rights initially to selling the iPhone, I will never know). Sign me, One fed up Apple user - give me an Android any way!

Call the idiots. The lady, Jessica, said, "You have to return the right phone". I told her, "I did" and she said, "No, you didn't". Well it's the only phone I have and she act like she knows everything. I know nothing, so she said, "Then the charge stays". Ok I paid 100 for AppleCare and now I get charged 481.50 also. I'm not done yet this gets better. I had 2 phones for repairs. They sent me another phone, black not gold. Then they said I need to send the black phone in. The one I already put back on my Verizon, then she said the other phone was for that number so back on Verizon again. Switch the phone, go thru all the bull crap again.

Send them back the other phone only to receive my old black phone again. I am so confused. I happen to look at credit card bill and they charged me 481.50 for that phone so now I have 2 charges for 2 phones and I have no idea what's going on. I have a total of 963 charges for IPHONE 5S. Wow, I didn't realize they were worth that right now. So I'm still in limbo. Have no idea what's going on and still awaiting for APPLECARE TO CALL ME.

Today the lady called me back and told me that other customers have the same problem and that they don't know what to do. Basically, "Tough". I asked her if I could have a refund and she said that they didn't do that. I asked her if they would compensate me for the time that I wasted. They don't do that. I wasted several thousand dollars, and paid extra for Crapple Care. Tough. They really don't care and now I'm stuck with a machine that doesn't work right. Tough. I hope that they go down the tubes. They deserve it.

Although these problems - as diagnosed by Apple engineers - are the result of an Apple-based defect, it is Apple policy not to replace a defective computer. Rather, Apple provides access to executive reps and techs to take care of each problem. Records with the Apple Executive Offices Temporary will show ‘fixes’ that include hundreds of adjustments to the Preferences settings and five complete reinstallations of the software.

I have asked that Apple replace the hardware and software so that I can start fresh because whatever ‘root defect’ this computer has, the Executive Office engineers and reps cannot find it. Executive Apple representatives have repeatedly told me that I have gone as high in the Apple chain of command that a customer can go. They tell me that no matter how many hours spent to achieve temporary fixes, no matter how many times my computer fails, I have no other recourse than to continue working with Apple technicians each time my computer fails.

This problem has resulted in lost business and extreme stress. My finances and health have been compromised because I have been unable to communicate effectively with my dog sit business clients or my apartment tenants. These problems have continued for two years, and all efforts to reason with Apple about the need to replace my defective computer have failed.

So, today I went to the Apple Store here in Valencia. The sympathetic Genius Lady knew of the problem and told me that she would gladly exchange the phone if it were not out of warranty, as "Apple has not found the culprit and a fix”. She also agreed that in this case the replacement charge is equivalent to the price of a used iPhone 6 and therefore prohibitive. I was told that the phone and problem would be registered in the database and should Apple at some time have a repair or exchange policy for this problem, I would be notified. This however is not a solution for my nagging son, and I find this not acceptable and contrary to a good customer experience. On further investigation, I now even found instructions on YouTube on how to fix this. I am however not inclined to take the iPhone apart! Also sent this to Tim Cook, but unlike during Steve Jobs's reign - no answer.

I don't know if the Apple techs were playing stupid but I had to provide the internet link to the error 53 support page to THEIR own website with my first contact with them. After 2 or 3 hours on the phone, one of the techs told me that he was going to process my reimbursement request and we ended the call. I called them the next day because I had a feeling something was not right. I had not received an email or anything confirming that something was done. Apparently I had been lied to because the tech from the next day couldn't find anything on the "case notes" about a reimbursement request or anything of that sort. I became really upset and demanded to speak to the person in charge.

Eventually I was connected to a Senior Advisor name Ben. I told Ben that I had been lied to by Apple techs and asked him to provide me with the terms and conditions or any document pertaining to error 53 and the reimbursement proceedings. Ben said that the information he was saying to me was internal information... How can this type of information be internal only? Ben is claiming that he is doing everything he can do to solve the issue and I really do believe him but I'm so frustrated with Apple. It's July 3rd and my case still isn't solved.

So, I went to AT&T and finally got my factory number so that I could log in to online support. They took me through phone "fixes" that are basically the equivalent of restarting and restoring to factory settings. So, I started with a phone that at least had functionality through the home button and I wound up with a $1000 international greeter (a phone that thinks it's new and can't be set up because can't 'swipe to start' and now all it does is cycle through "hello" in like 55 different languages.

Went online chat support again and was basically told there was nothing they could do because the warranty expired 8 days ago and their "fixes" don't work. Of course I was told I could try calling, but since I have an unresponsive phone I'm not sure how she expected me to do that. In general, I feel like there is not a single american company that cares about keeping customers they have only about making new sales. That's a horrible statement on our society and I'm actually embarrassed at how horrible most of the "support" people have been. I am so upset.

I use my phone for work and have one of the hugest deadlines ever this week and they not only could care less, but I feel like they are purposefully wasting my time and making my situation worse.The worst part of all IS THAT THIS IS A KNOWN ISSUE AND APPLE "SUPPORT" ACTS LIKE THEY HAVE NEVER HEARD OF THIS ISSUE EACH TIME I CALL. Really? Because there are thousands and thousands of people in the last 6 months that have posted having this exact issue online!! Horrible.

Twitter is a free app and shouldn't cause my iTunes account to be locked for any time period. If all my information was verified someone should be able to grant me access to my own account immediately. As of now I'm locked out of my account with no access to the apps I need. Switched sim back to my android phone. Won't look back. All it would take is an email confirmation or any of the other common two factor authentication methods. Apple forces you to call and provides no way to contact otherwise. Stay away from IOS unless you plan on dealing with the hassle. Google play does not lock accounts, it lets you access free accounts without asking for credit card like Apple ID does. It only asks for password when attempting to make a purchase. Android user for 6 years, never having to call Google customer support even once.

"Hi. I cannot purchase credit from iTunes. I have had the same issue so many times and each time I speak to someone they say it will never happen again but it happen all the time. I cannot waste my time to come on the chat room to resolve the same issue over and over again!!! Please tell me who is responsible for this mess. My time is valuable and you are wasting it. Have a look on your system to see how many times I have come on the chat room and how much time I have spend. This is a poor customer service."

At 2:39pm I called Apple Care with my case number. I spoke with a representative named Donald. I reiterated my concerns and made sure to inform him of the issues I was having and that my computer was an older model. He was very confident that my operating system was outdated and I needed to upgrade to the El Capitan iOS. He informed me that the install would take about 30 minutes and that my iTunes and iPhone would run seamlessly. After approx. 2 hours of installation I received an error message and was unable to access my computer. I tried the install again and after another 2 hours I received the same install error message.

On April 13, I made an appointment with the Apple Store Genius Bar. At 2:30pm I met with an associate named Francisco who diagnosed my laptop as now being "obsolete" due to the ill-advised iOS upgrade. I spent 2 1/2 hours in the store trying many different attempts to recover information on the hard drive but was unsuccessful. Francisco reviewed the notes of my previous calls and informed me that Donald should not have advised me to upgrade to El Capitan on an older model laptop. He also made a note to Donald's supervisor about the mistake. During this time I called Apple Care again to talk to a customer relations specialist. After being redirected twice, my case was now being reviewed by Sean **. After explaining my situation, Mr. ** called the Apple Store to talk to Francisco. Francisco tried to take the call in my presence but was instructed to take the call in the back office by Mr. **.

After his private discussion, Mr. ** called me on my cell phone. He was very condescending and rude to the point where Francisco advised me to request a new customer relations expert. Mr. ** continually tried to blame me for the situation after Francisco clearly explained that it was simply a case of a customer following the advice of a technology expert. Mr. ** used the term "common sense" and when I explained that I am a chef by profession and not technologically savvy his reply was "so what, I can cook." He then informed me that he needed yet another Apple Care expert to call me when I was at home and in front of my laptop. He demanded that I leave the Apple Store immediately and he would call me in an hour.

Francisco kept me at the Genius Bar for another hour in an attempt to try one last effort to recover my data. On the drive home I received the initial promised call from Mr. **. I informed Mr. ** that I was kept in the Apple Store for an extended period of time and I would be home and ready to accept his call in 40 minutes. He informed me that he would call back in one hour, which I agreed to. I never received that promised callback and when I attempted to call Mr. **, I received an automated message informing me that the offices were closed. During my visit to the Apple Store, Francisco recommended a third party data recovery expert business in California named DriveSavers Inc. I spoke with an associate at DriveSavers who agreed that installing El Capitan onto an older laptop was a very serious mistake and quoted me $900-$3500 to recover my lost data.

As of the evening of April 13, I do not have a working computer and my phone is still not in the working capacity that I paid for. I need my laptop to transfer very important contacts and information that is dire to my day to day employment. Without this ability to transfer, I also cannot return my original damaged device to Asurion as per the insurance claim agreement which will cost me another $500-$700. After emails to Tim Cook, I was contacted by Stu ** in Apple Corporate and refused to send me an email discussing what went wrong with the installation.

"Also by the way your phone is 144 days out of warranty and we cannot help you!" Boom that's it! Wham bam thank you mam! I have been a loyal customer for 8 years and own over three thousand dollars worth of Apple "products" and was just kicked in the... And sent on my way. I was even will to pay for repairs if necessary! I am removing all Apple products from my house and various businesses and will be using my considerable influence to prevent any person from wasting their money on a "product" with ABSOLUTELY NO AFTER SALE SERVICE WHATSOEVER!!!

I am a customer they probably want to keep right? Seemingly not! Genius appointments are a week out and to get one in the evening or weekend even farther out in Miami. So instead you spend hours on a chat or on the phone trying to navigate customer service options with agents that have no power, and no idea how to service a customer. Want to speak to a manager I waited 35 minutes and then spent another hour begging to get issue resolved even when I asked them to again set out another express exchange. Which by the way means I will have a total of $1800 charged to my account while I get my 2nd replacement and hope it works.

Also, note your $900 and AppleCare get you not a new device it gets you a refurbished/recycled phone! Really? They should hand me a brand new phone and probably an iPhone 6s Plus at that as really that is the revised and corrected version they should have built when released the iPhone 6 Plus. Remember "bendgate", these issues ARE related to that. Just a sad state of affairs that a company with the billions in profit of Apple has lost its edge and ability to actually provide customer service.

Lately I have been plugging my phone in twice daily for a full charge. Went back today for a THIRD time convinced to hold my ground (musical tables) and pay the $80. I bypassed the "low-techs" for the "genius bar" where I was approached and told one salesman I simply wanted a battery and did not want the hours-long wait at the tables. He said he would get another tech for me who told me the same thing whom I also proceeded to tell that this was my THIRD time there for only a battery and that I was not going to wait for hours nor was interested in purchasing a new ANYthing!

Telling me he didn't have any techs immediately available, I told him he just lost an apple customer and I left. They weren't rude, they just were not interested in meeting this customer at her needs. It dawned on me that Apple is not interested in keeping their older products running with new batteries; they just want to sell upgrade products. This was my first Apple product and will be my last.

Really disappointed with the poor service. Expected better from Apple. Seems like you guys are hiring fashion designers instead of engineers. We get a sleek silvery piece but if something goes wrong, we pay 50% of cost price or buy another WITHOUT being told where the fault lies. Good products are only good if they are sustainable and come with a good service. No top achiever is infallible. Apple, even your logo has a dent.

Last time when I went to Apple store, young girl at Manhattan beach store refuse to help since they were to busy that day. Believe me that was terrifying experience since iMac is heavy and parking lot is really far away. Also, when you take computer to Apple store to be fixed they usually take at least week to have it fixed. And that is again 7-10 days for me without being able to work. Outrageous! After so many years of working with iMac, I will have to switch to PC!

Original Review: Feb. 16, 2016

I had purchased a iPhone 5C for my daughter. When we purchased the iPhone we wasted and I will repeat wasted an additional 99.00 dollars plus tax for AppleCare plus. I mean Apple just loves all of us suckers buying this warranty. If you need it forget it. Apple will find any way to try and charge you for the repair. An extended warranty with accident damage handling and you are suppose to be allowed two accidental repairs if needed for the duration. If it's Apple you will receive absolutely nothing but any and all excuses not to do the repair or be ask to pay well above the stated accident repair of at the time $49.00 per incident, instead I was ask to pay $269.99 plus tax. Two repairs you aren't going to get one repair.

I filed a resolution, was told my claim was valid and it would be corrected, instead my resolution was closed and nothing happened with it. I wasn't even informed that it was closed. Their support talks real nice and will laugh as soon as you hang up and not do as stated or promised. Now you can buy the same warranty now for $129.00 and pay $79.00 per incident. They have as well changed their warranty.

IF YOU NEED A EXTENDED WARRANTY GET BUY FROM SQUARE TRADE, BECAUSE APPLE WILL TRY TO BURN YOU. Actually you would be better off to run from the Chinese mass produced overpriced junk made by Apple. Apple products used to be considered pricey, but the they designed and built in the US. Now they're just pricey massed produced junk. Here is what I paid for, you know what I got out of my 100 dollar bill, not a thing. Read the warranty here. Who is wrong here it was a cracked screen. https://ssl.apple.com/legal/sales-support/applecare/docs/applecareplus.pdf.

After not receiving a return call I called Apple on February 10, 2016. I spoke with iOS Senior Robert **. I must say he provided exceptional customer service. He was unable to see the email or information I sent **. He asked for me to send it to him. I told him what Wal-Mart said. He asked me to wait on the phone while he speak with the Security Tech. to see if the information I sent was enough information. They said it should be. On February 10, 2016 I received an email from **. I was disappointed she was insinuating she was waiting on me to further assist me. She had to see the notes on my case from Mr. **. On February 11, 2016 I received an email to reset my iCloud account. I kept saying I did not know the iCloud account she used or recovery email. I need to remove the block on the phone and then set the iCloud account up in my name.

I attempted to use my iCloud account, thinking maybe they were capable of resetting the phone to my iCloud account. I was unable to reset the phone. I called on 2/13/2016 and spoke with iOS Senior Advisor Ed **. He was telling me that the proof of purchased needed to be verified again. I told him that had already been verified and on 2/11/2016 and my issue was not a password issue but a lock issue. Why would I have to verify proof of purchase again.

After an extensive conversation, I asked to speak with his supervisor. His replies were "I am the highest supervisor you can speak with". He had already shared with me his number, extension and his hours were 2:45 to 11:15 Saturday thru Monday - he could not be the supervisor. He was persistent he was the highest supervisor there and I could call back and speak with another supervisor. I then asked for the department head that I could call back Monday or tomorrow. He still was persistent he was the highest supervisor. I am now filing this complaint with ConsumerAffairs. I will be filing a complaint with Apple and the Better Business Bureau.

Now, it is become standard practice to release products (especially software) that is full of problems. Also to set the iOS up to force the owner to purchase iCloud space because it has gotten ridiculously complex to get stuff OFF of a device without deleting it. Try uploading all of your pics on to DropBox. A company that has cloud storage down pat! It used to be easy, until the dreaded updates which if you don't update somehow your device just starts to become useless.

My latest issue is iCloud. I have been using computers and smart devices since the first ones had come out. Apple gave me their first smart organizer (Apple Newton). We set up their Software Dispatch program. I am not stupid, but for some reason, trying to get my wife and I's pictures and videos off of our devices onto the iCloud (which I reluctantly purchased a monthly 200 gb service) was impossible. I contacted the sad excuse of customer support where it is routine now to treat customers like they are all idiots and Apple is the God of all things electronic so how dare you criticize. If you do, then prepare to be hung up on (has happened to me several times now) which a far cry from when I managed that first outsourced Customer Care group.

The escalated help I finally received was... get this... I had to PURCHASE a MINIMUM of $200 worth of "securities"! First off, what is securities? He said it was Apple's proprietary Firewall software that I needed to allow my device to connect with iCloud. It was obvious English was not this guy's first language which is fine, but he was obnoxiously rude as he was saying it. I started to complain that when I signed up and paid for iCloud, nowhere did anything mention it would require ANOTHER purchase of anything for it to work. I asked point blank. "Are you telling me, if I do not purchase this SECURITIES, you are talking about, I cannot use my iCloud that I have been paying for?" He said that is correct, at which point I requested them to cancel my iCloud account and end the billing of it. His now Apple Support classic response was a dial tone. He hung up on me!

SO, I am giving Apple corporate a call one last time. I have already spoken to my wife, and said these are the very last Apple products we will ever own if nothing is done to correct this. Here is a list of products I own, and have owned: 1 - iPhone 6, 2 - iPhone 5s, 2 - iPhone 4s, 1 - Apple Newton, 1 - iPad Air, 1 - iPad 4, 1 - Mac Pro Dual Quad tower (2008), 1 - Mac iiFX, 1 - Mac Performa 6300, 1 - Mac LC, 1 Mac Quadra, 2 - Mac Power book (color book) first color laptop, 1 - Mac SE and various drives, monitors, and printers.

Guy Kawasaki Apple Evangelist spoke to a group of us once when he came to our Contact Center when we were still one of just two or three outsourced groups. He charged us with being Evangelists for this great product and company. I wonder if he would feel the same way today? Signed, Very Sad and disappointed long time LOYAL, Apple Evangelist and Customer.

As I was not able to complete an appointment, I attended another store (not Apple) and simply purchased the replacement ear bud. To my surprise, the following day the ear phone came apart from the wiring system and despite several efforts to put it back together, it was not working. Once again, I reluctantly attended the Apple store to see if they were able to fix it. I attended shortly after they opened on the assumption that it wouldn't be busy. Again I was told that I would have to book an appointment to speak with a "technician" which struck me as odd as I was advised that Apple is required to send this item out for service and it would likely take a week; therefore no technician required (or so I would have thought). In today's busy world and while managing a very hectic and demanding schedule, all one needs is to have to make appointments for otherwise innocuous concerns such as this.

I pointed out to the helpful Apple employee that I just wanted to have it sent out for service and I would come back (again) to pick it up in a week. (Despite the fact that I require headphones in the performance of my work function and didn't want to have to purchase another pair of headphones.) Nope... can't drop it off as I would have to schedule an appointment in order to complete this; despite my efforts in pleading that numerous employees were standing around and appeared to be conversing with one another. I was told that they were "sales" people and not technicians even though they were just relieving me of my defective headphones for service. One would think that like other service outlets they would have some small degree of cross-training in order to accomplish this simple demand.

Regardless I responded to my text message from Apple indicating that I was next in the queue (after roughly 45 minutes) and hastily made my way back to the store for fear of missing my appointment. I arrived at the store and checked in where I stood and waited for another 15-20 minutes before my technician would speak with me. He advised that he would have to go into the back and would be back with me. I advised that I only wanted to quickly drop this off so I could have it repaired and I would make another trip back to pick them up. Nope. Off to the back he went where he was gone for another 15-20 minutes giving me ample time to 'google' customer service complaints on Apple. What I found was a litany of individuals/consumers who were very (understated) dissatisfied with Apple customer care in the stores.

This is simply unacceptable. I've never had to make an appointment at an establishment with so many employees milling about in order to accomplish a simple objective. Although they advised that due to my concerns that there wouldn't be any charge to fix the defective headphones even though they were brand new and undoubtedly still warrantied. Let me close by saying that I'm not the type of individual to get put off when it comes to customer service issues and I'm always grateful and complimentary when I receive good customer service, rarely, if ever, complaining in the process. But this time, Apple really dropped the ball hard. Appointments??? I can see having an option to have an appointment to expedite certain things but seriously?? This is a retail outlet and not a Doctor's office.

What happened to the effective and age old adage of "first come first serve" and leave an allotted number of individuals available who can handle appointments for things that require appointments. Or perhaps, how about cross training some of the many "sales" people to be able to handle simple concerns such as small tasks. A very dissatisfied Apple consumer.

To add to this, before I even turned my computer in, I asked store associates to tell me if logic board damage was likely because I was ready to purchase a new machine given that type of damage is extensive and expensive to fix. I also had to do work as soon as I came back and I wanted to make sure I would have a working machine then. While my computer was sent in to service center, they diagnosed logic board damage same day they received it. When I came in and decided to purchase a new laptop instead of trying to continue my already failed repair with service center, I was set up with free migration service per my request which was a nice gesture. Except the store held my laptop for two days only to let me know that migration efforts have failed. I am not really sure about qualifications of Apple employees, if they cannot perform an account migrations with two physical machines present...

I had customer service agent assigned to my case which was slightly helpful but she was extremely limited and unable to communicate via email or leave any information in voicemail which made it extremely difficult to communicate with her while I was overseas. Clearly Apple's main effort is to cover their behind legally and not actually help the customer. Having worked with customer service on the business end, it was extremely obvious to me and of course it proved useless aside from representative being able to validate that my hard drive had not been erased.

Overall, great products but it seems like training as well as line of communication when your product is being repaired is really lacking. Customer service is not good and I will not be taking any repairs out of warranty to Apple store given the experience I had. It is very upsetting to me as a frequent Apple product user but I understand that this happens when demand for technology is inelastic and suppliers cannot care about their customer satisfaction given extensive demand.

Ended up explaining that "this was not a $15 issue" but more of a customer satisfaction problem. That they were arguing with a loyal and long term customer over a 15 bucks cord. The representative offered to talk to a supervisor, to whom he had already talked to. Decided it was not worth my time anymore and would take it to tools like this one to reflect the experience. They let a simple situation escalate over a few dimes. Terrible.

Their tech support people seem to be in a bind as well. On several calls it appears they were unaware of the problems and didn't know how to resolve the issue. The issues did get resolved by connecting me to a support manager. Who helped in working through the problem. This shouldn't be happening at all. The people making changes in the apps or systems should communicate with their tech support people. It would appear this isn't even happening. Steve Jobs is probably rolling over in his grave. As for me I have better things to do with my life than to sit on the phone for hours with tech support. At least you're not talking to some idiot you can't understand in India or the Philippines.

Apple's worst problem is changing the functionality of how an app works. The lousy iTunes is the best example of this. With the new version I found no way to move books and magazines to my iPad anymore. Now you have to use iBooks. Something that you aren't told by anyone nor can find on their website as well. Well after 2.5 hours on the phone with tech support we finally figured out how to use and get my books and magazines onto the iPad. The tech didn't know about this either. The stupidity just amazes me that comes out of Apple. So now if I want to add books I use iBooks to add my magazines and books in that app. The app has no way of actually transferring the books or magazines to your device. You then have to go back into iTunes to complete the process. Stupid, Stupid, Stupid Apple!!!

I moved to Apple because of Microcrap and their lousy systems. Also the fact that they force the computer manufacturers to put their latest and worsening operating systems on the newer CPU's. Looking at the complaints here there doesn't appear to be any computer manufacturer that has any good product whatsoever. Dell sucks, HP sucks, Dell bought Alienware and now that sucks, and Apple has gone in the toilet based on their apps and software. Not to mention the fact that Apple is overcharging for their Chinese-made devices. I have no doubt that an iPhone probably costs about $40.00 to make. I guess I will just take and wait till my PC and Macs die off then I will not even own a computer anymore.

Summary: I've had dozens of Apple products over the years, and have never had a problem they couldn't fix. Just recently I called for a new pair of Apple earpods after the old ones quit working. The representative spoke clearly and without any questions, he ordered me a new pair which arrived 2 days later. I didn't even need to send the old ones back! The only con I can think of is the requirement to give Apple serial numbers before getting support. I understand it's for security purposes, but if you're not with the device then it's impossible for them to help you. A good example of this flaw was when my iPhone was stolen. I couldn't contact Apple because I didn't have the serial number (my fault). So write your serial # down and you have the best tech support I know of! 5 stars, Extremely happy.

He continued to say he BS. Humm I felt odd that he was trying to sell me HELP. He wanted to connect me to a tech, so I could GIVE him my passwords and he wanted money. Well that did not go so well. I could not speak to the tech until I gave him payment. He said that he could only stop the virus for a bit, until I spoke to the temp. Well I did not have 300.00 to give him. At this moment he seem a little upset. He want credit cards or anything. He even asked me to borrow money from my neighbor. At that point I say bye. He was VERY upset. Then I called APPLE SUPPORT. I spoke to a very nice, helpful lady, DENITA. She helped me set everything back. She calmed me and she had a great personality. She made sure all was well with my computer and that I was satisfied with questions. Best service I had ever had. Five STARS!!! THANK YOU DENITA.

I clarified his name and asked 'is it J for Japan and etc...' His reply, "no, it's J for Juliet and etc..." stating his preferred method. I asked, "why is the back of the new phone hot. Also, the table spot where I put the iPhone is hot as well?" His reply, "you cannot put the iPhone on a hot surface!" Another reply was, "you can send back to the store where you bought your iPhone." He then asked, "how many times did this happen?" I was aghast at this time and reminded him that today is my first call to Apple for this new iPhone S Plus so what kind of question is that? He cut off the line! At 4.10pm, he called me.

Summary - Kudos to Angeline and Boos to Jafor. Jafor displayed inability to comprehend English. Worse is his attitude in cutting off the phone line when he cannot handle the issue. It is not what he claimed that the line is cut, giving the impression that he didn't do it. Lines that are cut or distorted have different behaviours. Clearly he is unsuitable for technical support where he needs to understand customers issues and provide suggestions.

There was nothing wrong with my IPAD, other than what Apple did by disabling it. The customer service rep from India then hung up on me. Apple needs to take responsibility when they disable a device without allowing the customer to reset it before the device is disabled. It all adds up to a very profitable scam by Apple. I will never buy another Apple product.

Today, 11/14/15, my computer is still a lemon, with sometimes annoying, sometimes debilitating glitches showing up every day. Last week I sent an email to every officer and board member through Apple's PR email and got some corporate woman who refused to anything else but provide additional phone support - the definition of insanity in my case. My life's work is trapped on an Apple operating system - I don't know how, at this point, I would try to transfer 25 years of work and learn to use Microsoft's systems on a Windows-based computer. I am depressed and sick inside at what I have experienced from one of the financially largest, but customer-orientation smallest companies I have ever dealt with. I read that of all the big companies they are one of the least altruistic as well.

I've waited patiently for Anna to let me know something this week and I'm still waiting, it's Thursday. I've been plenty patient. I've requested Apple not to put me into another iPhone6 because I have no confidence in it and I don't want to continue doing what I have been doing for months. They told me that is impossible. Owning a business for 27 years I know nothing in business is impossible. I've been a great Apple customer for over 15 years and should be getting more efficient and friendly customer service. Very let down by Apple, I've always trusted Apple.

Utmost Bitter Experience - Agreement department asked me about all the details and I offered her to send the invoice as well, she said no need and she could see my purchase and fixed the data in the system. Then she started saying this can happen time to time, since I didn't purchase from Apple directly. Well I didn't know apple wants us to purchase only from the apple store, then why all these "Authorized Retailers"?? She also said BH photo video purchase the item from Apple on July 14 so warranty ends in July 15.

"I do not create those pages," and also added, "I went out of my job to fix the date for you," and gave me a feeling that she did me a favor not asking me the invoice sending to apple which as I told in the beginning I only offered her. When I tried to tell her she is not doing any favor, she just hung up on me. I am a gadget lover and with all the gadgets around me never ever ever had this bad experience and never expected this to come from Apple.

Now I am not sure whether I spend more money for extended warranty. Or move away from Apple completely. Should've done some more research about the customer experience before making $2000 investment on laptop. Please feel free to let me know if you need any further information, feel free to give me a call at ** and I can share experience in more detail.

At that moment, she told me that I have to have those iPhones to unpair from my MacBook, which is completely wrong. I insisted that that wasn't the case. Bluetooth devices can be deleted from my MacBook without having those devices with me. She got upset and kept telling me that I was wrong. Then, she put me on hold and never came back. So I hung up and called back. The automatic service said that Apple was closed for the night. The woman had no knowledge on how Bluetooth works and she had no manners for an Apple customer. She put me on hold purposely so that she wouldn't have to come back, and she left. By the way, her name was Fredericka.

It was time for Brian's break, so Kate to the next shift. She was very pleasant and helpful. I had Apple support on my phone and Kate and the store manager Maria spoke to Apple support in order unlock my wife's iPhone due to the security issues caused by my wife not knowing her password for her Apple ID and not being able to retrieve her password. This was a special situation where my wife had to show the store manager Maria the receipt with the serial number of the iPhone to show proof of purchase and ownership of the iPhone.

I know the Apple store employees were just doing their jobs, but they were all very understanding and pleasant in handling this I think unusual situation. To resolve this unusual situation took some organized teamwork on the Apple store employees in my opinion. We had Craig set up my wife's new iPhone 6+. Craig was just as pleasant and accommodating as the other Apple store employees we interacted with during our scheduled appointment. Thank you to all the Apple store employees for your excellent customer service. :-)

Yesterday, my daughters came phone and her screen wasn't working. You could tell the phone was working, because she kept getting notifications for texts (phone would vibrate). I tried to contact our local store to set up an appointment and got routed to tech support. Where I spent twenty five minutes on the phone being told repeatedly to do a hard reset. We've had Apple products forever, this was the first thing I did. I do not need to be told to do this.

When I finally said all I want is to set up an appointment I was told I'd be transferred to the store, well that's where I called to begin with. Then I was told I couldn't get an appoint until 8 days later but the phone was still under warranty so we could replace it. Great... not so much. I asked to have it overnighted, "we don't do that. It will take 3-5 days." "Let me speak to a supervisor", where I have to go through the whole "did you do a hard reset", and everything again. You are a billion dollar corporation. This is unacceptable for anyone.

So now all my data is gone and I can't restore it because it is telling me to turn off 'Find my phone', which of course I can't do because it won't take my password in iCloud!! What a crock!! I advise never turning on the FMP feature because of just this situation. Anyway, now they are not calling me back or answering my emails at all, after saying they would overnight me a new phone. DO NOT WASTE YOUR MONEY ON APPLE CARE!!

Both my husband and I called customer support and were outsourced to another country where the reps barely spoke English. They refused to tell us how to authorize the devices without paying $29.99 per incident. My husband, a die hard Apple fan, was absolutely disgusted. Apple used to have fantastic customer service. This was abysmal. We will never purchase another Apple product.

I asked tech support to mail me a manual. They refused stating they would only send one via online and I could download it to print. I told them I do not have a printer (could you imagine the cost if I did to print all that?). I also have a documented learning disability where I need it in print to be able to highlight and underline. Too bad. Apple does not provide accommodations for people with disabilities. I tried to contact Apple corporate office, but they are also dysfunctional. They are so impacted with calls probably from other unhappy people. They do not ever answer the phone.

This is supposed to be APPLE with tech revolutionary ideas and they cannot even man their phones? (e.g., let the customer know wait time or better yet like other companies have customers leave audio message and customer service can call you back when your turn arrives.) Obviously Apple does not care about you as a customer other than to get your money and after that forget you. This is on par with it is all about Apple and no one else attitude that is a very self serving and a self centered business model. Nice design Steve Jobs. Disgusting.

I have directly raised a support ticket in via phone call and got a prompt reply that they will send me a free courier box RMA to ship it back. I waited and nothing came. At the time I had to travel abroad again for another project with my family and spent few months away in Egypt. I sent the laptop to Egypt Apple support (Tradeline Support Center). They replied to me that the laptop has been exposed to liquid and it is out of warranty and unrecoverable. I checked with my wife and she had confirmed that one of my children might have spilled liquid on the MacBook.

I raised another request to exchange my unused laptop and it was not approved even if I would pay extra money for it or even get a discount on the new one. As a desperate act to find any resolution I have called the Support again to find any solution to my total loss Apple laptop, and fortunately Mr. Jermy Apple support senior advisor has kindly tried to help me and advised me to go back for the support for the second time to help me to find any use to the unused brand new Mac if possible, and I did as advised and got my second shocking advice from Apple Support at that the MacBook is not recoverable and it will even cost more than the brand new one in case I want to fix it and it will be out of warranty.

After Apple Support has confirmed that the Mac is not usable and cannot be recovered and I have trusted them and respected their professional decision although they didn't offer me any resolution except dumping the brand new Mac book on the trash and buy a new one without a discount. I have came up with an economic idea by trying to sell the genuine brand new spare parts that was not affected by the liquid in the MacBook Pro to small shops in Egypt who work in repairing MacBook Pro.

I went to a small computer shop for repairing Laptops in Egypt and offered them to dismantle the laptop parts (Ram, Hard, Monitor, DVD, battery, etc) and test them and sell them for me to recover any amount of money. To my surprise they called me the very next day in less than few working hours to inform me that they have repaired the MacBook Pro for me without any expensive replacement spare parts and it is working perfectly. At first I didn't believe them till I saw it myself and tried it and it was working perfectly with full functionality and high performance with a repair fees less than 100 USD I even upgraded the entire OS system.

My question is why Apple professionals lied to me and told me it is totally unrecoverable and doesn't worth to be repaired? They didn't offer any solution or exchange or a discount or anything but throwing it on the trash. I believe this is totally incompetent from Apple Support if they were honest and not sales-centric and unethical from the support employees to give me such an advice. I believe this story has to be told to everyone who rely on the support advice to elaborate how they are so much focusing on the process and ignores customer loyalty and satisfaction. Telling the truth was not going to cost them money but it was for sure would have made me much more loyal and confident with their advice and make them more trustworthy.

I would like to confirm my total disappointment and dissatisfaction with my experience with Apple Support in Egypt, Canada and China. This story took from me a lot of efforts and concern in more than a year of trying to repair my brand new unused MacBook Pro laptop. I believe there was so many ways Apple Corporation support would have done to help me (Specially in my case that I didn't use the laptop for a minute) without holding the burden of any extra cost that would have dramatically increase customer satisfaction and loyalty.

When calling customer service and asking what was NOT charged, I was told everything but the keyboard, which was soon recanted when I told them that the coffee made the keyboard sticky and there was no way they could Have kept it. Ultimately apple said they replaced every part in my laptop with new parts and they did not have to inform me of what they were doing. Basically the situation I have at hand is, instead of being told the laptop was not repairable, they exchanged it was one that was refurbished and now preventing me from going through my insurance company to buy a new laptop. Unfortunately after this incident, after being lied to and conned out of the benefits I have through my insurance company, I will not longer buy Apple products and will have to look into legal action as to Apple's methods of fraud.

Apple is losing ground. They sold out. Right now, I have an iPad Air 2, in the box, ready to ship back. I will be transferring to other device alternatives as the Apple devices play out. We got a free tablet from Dell when we bought a computer from them. They are just as easy to use as Apple. New companies will emerge and the ones already out will improve, maybe outpace Apple. They took the fundamental business concept that Jobs supported and are converting to what has become the American business standard. Right now nothing is happening, because they want to charge me for correcting their mishap and no way am I letting a third party control my computer from some place I can't take it back to if they mess it up. So... Apple, you're rotting at the core and brown spots are showing on the surface.

After many unanswered phone calls, the technician finally admitted they could not find the files. They offered to pay for my external hard drive because I was so angry. I just received a letter stating that data recovery is not covered under warranty. I plan on writing more letters to the Apple executives and possibly take Apple to small claims court. I do not care if it is covered under warranty, they lost my property. Strangely, Time Machine did save everything that I bought from iTunes. Needless to say, this is the last Apple product I will ever buy.

Had to call tech again. They had me reset and reconnect to my wifi, it worked again for about an hour then I get a message on it that it can't connect to server, I had to reset all info and go through all passwords and email again, it is turning into a real pain. I would never recommend buying one. I do have to say that Apple's tech are very understanding and helpful but the device is unbelievably difficult to try to get it to do what it is advertised to do. It still does not work.

Immediately after that...not before, not during the period in which any investigation could be going on by Apple or my credit card company...only AFTER my credit card company refunded my money -- Apple stopped accepting my credit card. They did this without notifying me or giving me any way to respond to the error message on my iTunes account that indicated my card is not authorized. It was for years. Now it's not. Let me reiterate, Apple never contacted me to inform me they had made a decision to disallow my card. So...this feels like retaliation for me employing my consumer rights to dispute incorrect charges.

Customer Service personnel acted as if my question, "Why is my perfectly functioning credit card no longer accepted at Apple iTunes?" was a foreign language. They tried to bury me in requests for additional information about my account, passwords, IDs -- all the things you're not supposed to give anybody. Finally, when I refused to give them any info and asked them to answer my question, a new person, a Senior Advisor from iTunes Store Customer Support emailed me to say she has 'taken ownership' of my case and would directly resolve all my issues.

And then, she asked me to give her a lot more information about my account. After about a week of back and forth (probably my fault it took so long, I had a difficult schedule that week) during which I wrote a long email that spelled out the situation in detail and reiterated my question: Why is my perfectly functioning credit card being disallowed at Apple?", we finally got on the phone.

This lady was an idiot. During several parts of the call, she told me to never call my credit card company when I have a problem with a charge -- only call Apple directly. I reminded her that it is a bit late for that complaint from her...and how 'bout we deal with my complaint: there's nothing wrong with my credit card, what's wrong with your system? She ranted and yelled at me, told bizarre stories about how she uses her credit card all over town and it's always possible that somebody might have seen it and is using it.

I tried to get her back to the point: my credit card seems to be safe and perfectly accurate--except at Apple iTunes. She said they had policies and it's all about security when they find that something went wrong with a card. But nothing went wrong with my card...something went wrong at Apple. She even claimed several times that the finance department found that no such charges were ever made at Apple. They have no record of any of the charges I disputed. Interesting, I suggested to her, since I got all the Apple iTunes products I bought--just that I was incorrectly charged.

She was screaming at me, told me I was disrespecting her. That's gotta be a code word Customer Service people use when they want to switch the blame for all the confusion on the customer. I finally asked her if she was trying to tell me my card was at risk. She said it might be. I asked her to confirm that Apple and all other companies have a responsibility to tell customers when their cards are at risk. She confirmed - and instantly went on a tirade about how they don't know that a card is at risk, just because they've taken an action (disallowing my card) because they believe my card is at risk. I got her to repeat that several times. She never seemed to hear what she was saying. I asked for the contact information for her superior. She slipped and said, "He...I am authorized to speak with you. There is nobody above me." She really said that. I took notes.

As a threat, she told me if I want to complain more about Apple's policies, I can talk to Legal. So I asked her to send me that information because I'd like to ask Apple Legal, "Why did Apple disallow my perfectly functioning credit card?" Oh, and by the way, "Do you do any research into how these false charges are generated when I use my credit card in the Apple iTunes store - or do you just punish the customer and hope the problem disappears?" And, um... "Did you guys actually sell me the products I received, or did I get them from some other company?" Hang on: "Does that mean those products that are now on several of my Apple devices are potentially corrupted with dangerous malware?" And finally, "Isn't it your legal responsibility to contact consumers when you discover that their credit information is at risk?" Can't wait to talk to them. Apple doesn't care about their customers.

I can't believe Apple is playing this game with their customers. Your cost for that iPhone is paid 10x over the cost which to you should now be pennies on the dollar. I am sorely disappointed as I have never turned in an iPhone in the last few years of being a loyal customer, and now am being treated like a criminal. I am seriously thinking of leaving Apple for Samsung due to this terribly policy for me, and because you force your employees to implement this bogus policy, make them stand in the forefront to be harassed by angry customers on your bad policy's behalf. Shame On Apple.

Rep never closed with how they will help me. I was not given a case number or order number, nothing to track back to my rep. I am scheduled for a call back. Not sure if this will cost me as alternatives to my "expired" 90 days were not provided. At this time, extremely disappointed with the "help" my technology and device provider of 10 years is providing. I very much want to continue to be loyal.

The next morning with a sealed box we went to MetroPCS where after an hour wait, they told us the phone was blacklisted or flagged and it could not be used. Perhaps it belonged to someone else who reported it stolen. They allowed my daughter to use their phone to call Apple. For over an hour she waited and finally spoke to someone. No apology, no explanation, but agreed there was something wrong with the serial number to this phone. We had to go back to the Apple Store another 2 hours to swap phones. Again no apology, no explanation.

There were so many people standing in lines just as frustrated as me. We were sent to many different lines and when I finally had a melt down someone waited with me until finally ** agreed to take care of us. Now he was amazing, sweet and kind and very patient as he made sure (upon my insistence) the new phone worked and was set up. However we spent Monday and Tuesday not in your store for hours, and over 2 hours on the phone mostly on hold. Not to mention almost 2 hours with our phone carrier who could not set up the phone because Apple sold us a previously owned phone. We have 2 case numbers. My daughter has a case number. My case number is **. I want some sort of apology, explanation and compensation for all the grief and time I spent to spend $1,032.14 at your Apple Store.

I called a local iPad store and was helped by a lady that had me simple clear my history and stated the iPad could not be hacked the same as the computer... The first tech was not only not helpful, but was actually trying to scam me into buying firewall protection for a computer that was not mine and had nothing to do with my iPad security! I am beyond angry! If Apple sells a product, they should provide quality customer service, not someone that is trying to scam customers to purchase more! Seriously unhappy customer!

Four days later after on April 22nd the Apple Store calls me up and tell me that they found liquid damage and that in order to get the MacBook Pro repaired I will have to pay 1240 dollars in order to have it fully repaired. This is included in the document labeled work authorization #2. It seems like I am being for a ride and there is some sort of cover up. During the 4 days the Apple Store had my computer it seems there was employee neglect and they are shifting the blame on me.

Furthermore the questions I have are as follows: There was an extensive testing done by the Apple Store employee called **. There was no liquid damage to be found and he signed off on the paperwork labeled #1. Why would he have signed off on in it the first place if he had not thought everything was clear? The second question is why did the Apple staff waited 4 days to report liquid damage as stated in paperwork #2? The last question is why would the Apple Store order a part if they did not know what repairs to perform initially? If you can help me get this story some traction, I will be indebted to you. Thank you once again and hope you are well.

Now I've been (what they call) owned by an upper division department that won't return my calls so customers service can't even talk to me. They have to transfer me to them and no answer or call back! I upgraded this computer so it cost 2500.00 and it's a lemon. I know it and so do they but they are trained to put off the customer until they give up. My next step is small claims court because I'm tired of huge wealthy Co. getting away with not standing by their products.

On the other hand don't you think I should be compensated for all the hours I spent on the phone? How much do the repair people make? They get paid on their end of the phone call. What do I get? A still broken computer that has taken hours if not days out of my life. I feel they owe me for my time and the computer but I would settle for the computer just to never have to deal with Apple again. I will never get anything from Apple again but until they fix or reimburse me for this computer I won't give up. I purchased a three year warranty (something I never do) so I will keep calling and logging my hours spent with them until it is resolved.

I didn't hear from the Engineering team so on Monday, March 30th, I called Apple and discovered that the Advisor I had been working with was unavailable for the next 7 days. I was assigned another Senior Technical Advisor named **. Day after day the issue went unresolved. I still had the Favorites, the Bookmarks and the Songs of some other customer. After 12 days of frustration I decided to start finding places to tell my story. To date - there is no indication when I will get my issue resolved. I find it incredible that the issue has taken 12+ days to fix. Shame on you Apple Engineers.

5 days later (without a computer!) we were told that the MAC had been fixed. We went in to pick it up and paid a service charge. They said everything was fine. 2 days later, the computer froze up and had weird screens on it. Immediately, we took it back into the Genius Bar. In less than 5 minutes, they told us that they could repair the computer but it would be cheaper to buy a new one; with the repair, they couldn't guarantee that it would be repaired! I was visibly upset, especially since the MAC is my work computer and I lost 5 days of work. Apple offered to take the service charge ($50?) off the price of the new computer and later, discounted the MAC by $100. We bought the new MAC.

I gave the employee my debit card to process the transaction. I asked clearly if they accepted a debit card without a credit card logo and the answer was yes. The employee processed my card with the original amount of the computer; he forgot to put in the discounted price. So he voided the transaction (I have the receipts) and processed the discounted amount. The transaction would not go through (even though funds were available) so my husband gave him the credit card instead. I was reviewing my bank statements this month and noticed that the "void" never registered with the bank. In other words, Apple had the voided, not me!

I called Apple Thursday, March 19 to get my money back. First, they told me to call my bank. I told them that the problem was with them. Second, they told me that I would either need to come into the store (a 30 mile drive) to get the money or they could mail it to me. I told them that I should receive some compensation for my troubles (and them holding the money for so long!). They said they would work on it and to call them back.

I called back the next morning (3/20) at 10 am and I was told that they would call me before 4 pm when the manager left. I never received a call. So I called again at 4.10 pm and was told that someone would call by the end of the day. Finally, I received a call back at 10 am on Saturday morning. I had 2 options: come to the store (60 miles round-trip), find a parking space (and pay for parking) and wait on line to receive cash back for me purchase. The other option was to wait 10-14 business days and receive the check at home and deposit it in my bank account.

I was also told that apple would be willing to do an appeasement for all my trouble (I had asked for interest on the money or an appeasement). I was to call the 1-800 apple number and ask for customer relations. The store had set up a case # to make it easier for me. I spent 1 hour and 6 minutes on the phone. I was able to make an entire eggplant parmesan as I waited. At the end of the call, someone from corporate (which was a call center in Texas). The upshot: she would look into the case and get back to me. She did and called back 1.5 hours later. She said she would arrange for a check and once I received the check I should contact her for a gift card.

4. Emotionally, everyone was very nice and had clearly been taught empathy listening skills. But not thinking skills!

The second problem arose this evening where my call was transferred to someone whose English was undecipherable. When I asked to be transferred to someone else, the technician refused and told me I could not speak with a supervisor. She ultimately transferred me back to the computer answering the phone, who told me that the wait would be more than 15 minutes. I waited and spoke with another technician from whom I got cut off. Although I had given her my phone number in case that might happen, she didn't bother to call me back.

It seems to me that AppleCare, which used to be great, is now as bad and as frustrating as those other companies who have outsourced their service to some far away country. If Apple is going to survive post-Steve Jobs, they better go back to providing good customer service. At this time, management just seems to be milking the company by hiring untrained, unqualified and incomprehensible tech support, paying them a paltry sum and ringing up large short-term profits. The jig will soon be up and the great Apple name and reputation will be no more.

So I called APPLE and explained to them my issue. I got my Macbook with a dent that WAS not there when handed in. I had the misfortune of speaking with Jaime ** I believe her name was, and she was JUST AS USELESS. Macbooks are not cheap, haven't had it for a year. I took my product to one of their authorized technicians and not one person can say "I'm really sorry this happened, let's see what we can do for you." All I get is "unfortunately there's nothing we can do." London Drugs and Apple are a huge joke and nothing more.

When I took my phone to a service center the service center person told me that, when the phone got into contact with liquid you should not try to power on or plug it to any power source, since it would lead to more damage to the phone. Even now my phone is getting recognized in my iTunes and I am able to see all my data through iTunes. Only the display has been affected since I plugged the phone to the power source as instructed by the customer care person, which has triggered this issue.

When I was in conversation with the apple support, they had accepted the same and had apologized for it and the next day they are talking another story and putting the blame on me. I am really frustrated with the customer support, since when I informed them about what had happened to me, they had accepted the mistake and the next day they say, all those conversations are not recorded in my ticket number. Even a person from the customer care person told that it’s my fate and I had to pay for the replacement. I am really hurted a lot by the conversation I had with the apple support. I have been cheated by apple and will inform the same in the social media and also I have all the proofs with me.

Therefore, I wrote a refund letter to Apple. The respond that I got from Apple is to close my Apple account. Apple senior advisor, Jamaica, said I broke Apple consumer rule. Therefore, Apple closed my account. I kept asking him that Apple couldn’t allow customers file a complaint letter? So a complaint customer will get a punishment--- a closed account, then all I bought apps in that account would not be used anymore? I am so angry and helpless. That big company is so powerful and we have to follow its rule.

Once at the store everything went downhill. I had an appointment for 12:50 and the Apple rep helping me took my device, stated I'll get it back in 10 days, hands me a loaner phone and walks away. NOT ONCE checking to see if the loaner phone works. It turns out that the loaner phone was locked to a Canadian company and when I am trying to get her attention, she ignores me and moves on to the next customer. Finally after waiting for her for 15 mins, I moved on to another Apple rep who told me the problem is not their device, but to try turning it on and off to see if it will read my sim. Finally he realized the phone is locked, gave me a new "unlocked" phone. I get the same message of "SIM NOT VERIFIED" and once again I asked for a universal unlocked phone! And his response was "The problem is your sim card, not our phones. Get your sim checked out" - WOW! Some customer service and I realized I am not getting anywhere with this store.

I went home, called Apple, and after about 4 hours of being on the phone, trying to work on THEIR FAILED loaner device by refreshing, erasing and even Apple calling my phone company to make sure there were no problems on their end, we got NOWHERE. Their advice was to go to another Apple store that is even further than the previous one and see if I can get another loaner phone.

At this point, being away from home and in desperate need of a phone, I was willing to try anything. Went to another location next day only to be told they don't service any loaner phones not provided by their location and also all their Apple loaner phone are locked to Canadian companies so if you are from anywhere else - well you are pretty much looking at no phones available for you. Why am I being told this here and not where I was the previous day or even over the phone? Shows that the employees have no clue about their own products. Their advice was BUY A NEW APPLE PHONE so you can have a phone for 10 days! They think I will just fish out $1000 - how about giving me a free NEW phone for those 10 days to show that you actually care Apple?

So after traveling over an hour, I came back only to call Apple to inform them of the situation. Two days later, Apple calls back - "Sorry about your experience. We will make a note of this so that no other FUTURE customers have to go through what you went through." And that was that! After having iPhone first gen, iPhone 3, iPhone 4 and iPhone 5 - MY NEXT phone will be an Android. My whole family is Apple users since it was easy to Facetime - but all 9 of us are slowing going to make our way to Android by 2015 since there are 100s of ways to video call with an Android! Done with Apple. Still waiting on my phone to come back. Until then I have nothing to work with. Great way to lose customers Apple!

What a disgrace for what used to be a premier company. I had to hang up because of an appointment I could not miss. It shouldn't take 30+ minutes to even reach a live person to resolve what is probably a very simple problem not caused by anything we did, with a brand new very expensive phone. I am growing increasingly disillusioned with these products and will try a different brand next time around just so I will have a point of comparison for customer service (which to me, is still the most important barometer of whether I buy something again or not).

My MacBook Pros are also suffering from overly long wait periods to get help. In early October I was being told a few minutes yet having to wait for 20 minutes. Then on October 22 I was on hold for 15 minutes and then disconnected. I tried email and calling back but after an hour and a half no luck. I paid for this help or support. What is going on? I am not getting what I paid for!

AppleCare appears by response to be really stretched thin because of the IOS 8 fiasco. That handwriting on the wall says that Apple is having a lot of problems with IOS 8 and other products. And Apple support people say that all is really good and there are no problems even though no one can solve problems on the iPhone, for example Siri will not work unless I am connected to WiFi. And there are other problems that Apple refuses to address.

This second item on the wall - support people saying everything is wonderful, is obviously not true and it is getting more and more apparent Apple isn’t owning up to its problems. Next on my list is the fact that someone did not look at the marketplace for IOS 8 and make some features that cover 80% of the users. It seems Apple is aiming at 30% of users - the neediest ones. On top of that some changes were made that run counter to what the banks are planning on doing to enhance security of credit and debit card numbers. And now I am getting iTunes and other pop up advertising that I never got before. Really irritating!

One of the other issues is the graphics. For example in Notes on the iPhone the background is white and the letters are a faded out yellow. Based on past experience in software development the software developers and testers at Apple are doing their work in darkened rooms and not seeing the light of day. Apple really needs to test these devices outside in daylight. The apps Calendar, Clock, Maps, Notes and Reminders have the same problems. The developers, testers and quality control should be forced to test in daylight outdoors as part of the environmental testing.

Next up is IOS 8. I upgraded immediately to IOS 8 but after three hours my phone went into recovery mode. I lost ring tones, photos, videos, music, audio tracks and my contacts were scrambled. I went through AppleCare five or six times trying to restore everything but I ended up having to get everything back manually myself. On the next to the last call to AppleCare I was told that I should go to the Apple store and they may or would replace my phone. When I called back again and gave the case number and asked what options I had as a result of that case number, **, I was told nothing and was hung up on. When I went into the Apple store they ran an extended diagnostic and said the software was crashing and thrashing. That is not very objective nor is it a standard in describing a software problem. They did a total restore to my iPhone yet afterwards no test was done to verify if the results of an extended diagnostic came out clean.

Before IOS 8 I never had a battery problem. Now I have good days and bad days with nothing indicating the problem. The highest usage statistic remains the same, about 25-30% cellular, yet some days I have to charge the phone at noon because the battery percentage is less than 40%. Other days the battery percentage remains above 70% until evening. I would like to get a resolution from Apple but it doesn't appear to be coming.

The lady at the customer service just told me that she can't do anything for me because my Iphone was repaired outside of an Apple Store and that made it actually a "none Apple product" and they will not repair or check it. I received the same information by the Senior Manager Mark **, just in a more straight way, explaining me they can't do anything for me. He gave me the example that its the same if I fit a Volkswagen engine in a Mercedes. I tried to explain him that I had no other option to use my iphone and that the repair didn't affect in anyway the function. He refuses to help or give me any further advice.

This is my Iphone Number 7 in the last 7 years, plus 4 ipads, 2 Macbook Pro and one iMac. It's a shame that I have to step away from Apple products in the future, because I love every single one, but I will not support a company treating their customers like idiots and showing them in a very arrogant way, that they now too big and do not need any loyal customer. I'm very disappointed and was actually looking forward to order 2 iPhone 6 tomorrow, but now I think its time for a change and to support a company who will take customer service serious and treat them fair.

Now comes the mess. I had to delete many of my books and some of my apps in order to make room for the updated version. I have an icloud account. I was told I could reload everything after completing the update. Update was completed. I tried to reload my apps and books. I had no problems reloading the apps, just pushed the little cloud. I reloaded just some of the books, as I did not care to reload some of them. I DID them all by tapping the little cloud. To my surprise, I got a bill for over $118.00 on my discover account.

I finally got in touch with itunes through emails to tell them the problems. They said I got billed because some of these books were purchased on my hotmail account. I told them about the 2 accounts on itunes, and they said I would have to reload these books from the account, my original hotmail account, which had started working again about a few months after my email was changed. They emailed me the process for getting back my hundred books under the hotmail account, saying all the book I reloaded were ordered on my hotmail account. Needless to say they DID not work.

I called my discover customer service, and they placed the $118.00 in dispute. To make a long story short, I was finally sent an email asking to give them my phone number so a rep. could call me. He called and after listening to my story, he was very nice, but could not fix my problem for 24 hours, time to make sure I was who I said I was. And then I would be sent an email to change my password for the old hotmail account, and someone would call me to fix my problem and get my books. I got the call and I changed my password for hotmail.

The woman who called me admitted she DID not know much about reloading ibooks, but she would give it a try after asking one of her supervisors. I waited, and she finally came back and downloaded the 100 books from my old hotmail account. I told her I wanted to do a test on the books. She said okay and I hit a few books and everything seemed to be fine. We ended the phone call and about an hour later I tried to retrieve another book from my old account and when I pushed the little cloud, to my surprise, I was told I could download until I bought the book. Yeps, I about to go crazy.

I tried to contact someone and was told my apple ID was disabled. I called discover again and talked to a very nice man, who said itunes had thirty days to respond to the dispute. One other thing, I now have 51 books of my over 150 bought books I can have access to, and they are all mixed up together from both of my accounts. After my headache backs off some, I will keep trying for a real person who knows what they are doing at apple/Itunes. I will never again going to update my ipad. Steve jobs, we miss you.

Fast forward through the scheduled call back from Apple that never came at the promised time and required me to contact support again to arrange another call back. This time the call comes and I ask for a refund/exchange. The friendly voice asked if I had "redeemed the code?" Getting an "incompatible software" message and experiencing no change in my computers suggests "No" is the answer. She replies that the code has been "redeemed" and I can't get a refund. What? No software, software the Apple rep said would work, was ever installed. "Sorry." Sorry? Yes, Apple makes the mistake and can't issue a refund or exchange. Incredulous, I explain that I have already had 4 other "chats" totaling more than an hour. My rep volunteers to speak to a supervisor about the matter. Net result: sorry, no refund.

I ask to speak with the supervisor directly and then begin a 53-minute conversation with her. Here are the salient points: 1) No refunds on "redeemed" codes for software because even though the software never downloaded from an Apple server "someone" could download that software in the future. 2) No credit could be offered that would be subsequently used to purchase another (i.e., the "correct version" OS). 3) I could get a credit to purchase "something else" but I would have to ask her to apply the credit. 4) In theory I could purchase "something else" and then return it... but I would again have to get her approval to get a refund. 5) I could make a new purchase of the "correct" software and simply "keep" the other version that was never downloaded/installed.

In the end, I paid another $21.24 for the "correct" version of the software and asked for expedited delivery of the redeem code since it was Apple that had caused this entire misadventure. Here it is 8 hours later and I still have yet to receive the "expedited" code. This entire episode with Apple has been a combination of "The Trial", "Catch 22", and the chicken salad sandwich scene from "Five Easy Pieces". I really want to believe that this is not representative of Apple but my recent experience suggests otherwise.

It continued to go badly and I ended up with a supervisor who spent what felt like three hours but was probably more like two on the line with me trying to update my iTunes on my computer and we never even accomplished that by the time we were both exhausted and chose to comeback to it later. I knew my computer was trashed and they were saying it was the only way to fix my problem. On top of that I am sick and I just couldn't go through that again. I ended up dealing with a crap iPad that was really screwed up for the next five months when the touch screen broke and I had no choice but to call in.

Again I was dropped and not called back which pissed me off just for the fact that clearly there was no way for any employee to be held responsible which is why this could happen so often. If you ask for their last name, they will usually refuse despite the fact that we have no choice but to provide our full name, home address, and phone number. Aside from that it is just plain rude! It's created a culture of no accountability.

Finally after I thought I'd lose it, I got a person who was nice, apologetic, and helped me figure out the best way to handle the problem. He was about to arrange shipping, etc. when he meant to put me on hold but instead transferred me to a brand new person who had no idea why I was calling and found no notes from the guy about my case who just about wrapped up my issue and he didn't call back! I had to start over again and I was furious!?!!

I finally ended up with a man called David who stands out from the crowd, and he offered to give me some free accessories too, are up for everything. I didn't want any accessories. I wanted retina display on my iPad mini which was a minor upgrade I felt I more than deserved. He said he would request it and before we were able to connect again, he had to have all kinds of oral surgery and was out for weeks! He managed to leave me a message saying they wouldn't do that and by that time I had gone to great lengths to find out what had happened to David because he missed a scheduled call with me and because I am sick, it had a detrimental effect on my health.

Well, I sent some emails hoping his boss would check them, and left messages on his phone. I was not about to start again with someone new. Well I called David yesterday and found out that somehow I'd been deleted off his history and therefore he had no way to access my case or my contact info and had I not called him, I would have never heard from him again!! He never received my emails and claimed I didn't leave my number on his voicemail. Well I did on most of the numerous messages I left just trying to find out if he even worked there anymore.

During all this, I have been treated with hostility by support staff who became defensive in response to my frustration, and endured treatment from them that was unacceptable because they indulged in taking out their feelings about my frustration on me. For instance, one person left me on hold after we'd spoken for 20 minutes and she left me there for over 10 minutes without checking I was still there. I was so tired by then I just prayed the ** was still coming back because I couldn't start the call process again.

At times I was brought to tears, and felt totally hopeless that I would ever get my iPad fixed because I was at the mercy of Apple Care who had no sense of professionalism and I couldn't count on any of them to do right by me as one would expect from customer service you've paid for and expect professionalism from, let alone respect and job pride.

Six months from when I started all of this, I still don't have a properly working iPad and thinking I would get some help from customer care. I found that my experience was of no concern to her, and after half listening to all of my valid and real complaints and concerns, she said, "What I can offer you is this, a replacement iPad of the same model you have now." She was offering me a service I'd paid for and owned! She was trying to spin it like it was a favor that should make up for all I'd been through. She didn't seem to realize that fixing the iPad was not even the pint anymore. The rest was the fact that on six months, I had failed to connect with anyone at Apple who was able to successfully complete my issue and fix my iPad. Offering to have it fixed yesterday was like spitting in my face!

Yes I wasn't it fixed, but I want someone to address appropriately the outrageous and unethical experience I'd had trying to get what I'd paid for! I wanted retina display and that would have made me feel better. It's the only thing I wanted from Apple, and the iPad was still a mini. I was told that it was impossible for anyone of the millions (?) of Apple employees across the world in multiple countries far and wide to approve an Apple store registering me the retina iPad instead of the one without it which in my very educated opinion is bull, and simply breaks down to mean there is no one willing to show me that some effort has been made on my behalf to find a person who can do that small thing that would mean nothing to Apple but so much to me to make proper amends for this nightmare I've been living.

I'm disgusted, dismayed, and still so offended and traumatized I am still hot to get someone to step up and make things right. It's the principle and I would be fired up if this happened to someone else other than me. It's absolutely wrong, wrong, wrong. I did email Tim Cook because I heard he used to answer the public. I hope but I don't expect. I've also asked to speak to the head of the department of the woman who I just described my call with last night. I'm pretty sure no one will do a thing to make amends with a customer who apparently is disposable in their minds, but not in reality. No customer is disposable.

When referred to a Senior Staff member, he said, "You have tried too many times so we will have to try again in 8 hours." Consequently, he set me an appointment for on Tuesday @ 7 PM, only not to call me as he had promised. The irony is he tried to call my cell phone, now maybe it's just me but wouldn't that be common sense for any support person let alone a Senior Staff member? Only after I contacted him via e-mail he said, "Sorry, I was tied up on a call from 6:30 PM to 9:00 PM." What was the point of scheduling an appointment then?

So here it is on Wednesday, 4/30. I again contact Apple and was transferred to another Senior Staff member who again also scheduled an appointment at 7 PM because the thought was I had a firewall issue at work and we could solve the password reset problem at home. I told her I wanted to talk to her boss and she did refer to their complaint section. After filing a complaint, I managed to get into my account on my own and it stated: "Product is offline", which means the battery is dead and the phone is not trackable. Interestingly enough, not one tech support person mentioned this to me after me repeatedly asking: "How long are we going to do this?"

Now I have to say, I can't imagine that there is not a process in place for Apple to address lost login IDs and passwords. I brought this up to every tech support Representative and everyone said, "I am sorry but if you cannot authenticate your account, there is nothing we can do." I personally will NEVER buy another Apple product and I will share this story with every person I know. It amazes me that a company this size can treat their customers with such disregard.

I went online and unlocked it by hold the power button down and home button at same time for 8 seconds until apple logo came on. It powered down and it was fixed. As I said to Apple Tech support it was a simple fix and you two guys refuse to help unless I pay. Well, I told them Apple will pay dearly because if this is how apple helps its customers, I refuse to be treated like that. I will tell everyone that Apple Tech Support sucks and stealing without using a gun. So Steve and Michael go back to India because you will soon not have a visa to work here.

Apple has lost one good customer because I will not purchase another product from them and any other person in my family or friends. I will tell them the story with this apple product. Since Steve Job died I think apple will never be the same, today we can see the people now use Samsung products, the return from their support is better and their technology is better than apple today. I believe when Steve Job died so did apple. I would with a lot of international clients all over the world and I see more Samsung products than Apple, maybe it's because of the experience I just had someone in another country has gone thru it and today prefer other products than APPLE! Steve Job we all miss you not only the ideas but the service that will never be the same. R.I.P

Now I bought over a year ago the new MBP with lion. Landed up spending another fortune up grading programs to run on it. My mistake buying it and taking your word. The optical drive still does not burn ML DVD only one make, that's costs the each. And then I bought this for listening to music when traveling and watching movies and editing photos. Cool I thought, from the day I had it, I was trying to get that wide sound, that I loved from my old mbp. From Mac forums and blogs, to find its Not even true stereo, due to some stupid design of a sub woofer inside, the left channel from internal speakers is lost. I think this is against trade discretion act. But your crafty in saying stereo speakers, not stereo sound. So what you think about that, BLUFF OR WHAT? How to fix it. All my money spent. And don't say buy external speakers, as that's not the point! Conclusion: Apple should not hide behind the web. And its size to avoid public complaint. They should address the problems and support us, and make some compromise. Not happy with the optical drive still and not happy with that MBP is not true stereo sound and the wide has been lost due to lack of left channel.

After my experience today, I don't believe so. All in all, it is Apple's loss. I have taken valuable time to try to communicate in every possible way with Apple's customer service groups about the issue I was having. I have tried to interact with their forums. I have gone to the store. I have searched through the Contact Us forms for an appropriate place to voice my concerns and to look for solutions. If Apple feels they are so big that they don't need those of us who are long term customers, that is certainly their prerogative. But I don't think I'll be springing for that new iPad anytime soon.

I went to an Apple retail store and talked with a Genius technician. They could not help me and told me to provide my credit card information. I also called Tech Support and tried to explain the problem to them. The gave me the same runaround, "Provide your credit card information if you want the upgrade." I asked them to send me a disc with the upgrade on it so I could install it myself. They said Apple doesn't do that; the only way to get the upgrade was the credit card or gift card. I suggested that Apple provide the gift card for the upgrade. The Tech become very arrogant at this point and said, "I told you what to do. I'm not repeating that again." Then he hung up.

Now, I can understand why a lot of people refuse to buy Apple products. They exhibit an arrogance like no other company in the computer industry. I had been considering purchasing more Apple products, but that certainly changed now. They can kiss my ** now!

I wouldn't have bought the phone if I knew that! What good is the insurance if it doesn't cover lost or stolen? So I'm out the high cost of an Apple phone. Also, the cost of the insurance which was worthless. And I don't have an iPhone anymore. I was very upset and disappointed with the whole experience!