Apple Tech Support Reviews

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!

So, $99 for AppleCare+ and another $49 for the replacement cost, and I get a refurbished unit after spending $849 for the 64GB iPad I bought just a few months ago. The lesson here, just like the car extended warranties, it's simply not worth it. No more AppleCare insurance. Apple couldn't care less about customer satisfaction or backing up what they sell. It's simply about the bottom line.

We argued there for an hour. Finally, he pushed us to the 1800 customer service #. We called the next day. We were told again, "It is Apple defect - the store should replace it," or we can pay for the shipping to ship to Apple to get a new one. We were so shocked at the customer service with the Brea Mall store, and the way they push their business sales volume. When we tried to talk to Apple management about this issue by phone, our call got a snowball game, finally to the head of the manager's voice mail. We are really upset about Apple's after sale customer service.

Original Review: Sept. 18, 2012

The Apple AirPort Express fails to create an ad-hoc network with non-Apple routers. Setting up the AirPort Express was pretty simple using the built-in airport utility; however, I noticed many of my devices were having difficulty connecting to the network after one week. Turning off the router appears to fix these issues. As I purchased this new router to act as a music media connection, I do not want to use it as my main routing device, as it would need to be moved to my network closet. It appears I'll be forced to buy an Apple router if I want anything close to a functioning home network.

Be advised that I have written to your so-called Customer Care before on several occasions, but my emails have been totally ignored as if you are just waiting for the service contract to expire, which will not relieve you of what seems to be Breach of Contract by you. Some of your Senior Technical Support seem to know their stuff, but the possibility of getting that type of Technical support on the phone is next to nil due to your method of random distribution of calls.

Further, some of the instructions I have received from your Technical Support have caused the problems to worsen and/or multiply in my Mac Pro computer. The computer cost me about $4,000, and the on-site Service Contract cost me about an additional $400. The computer is totally unstable, or the settings are unstable. The Mail program has proven many times to be useless and un-usable through its many issues and instability problems.

I will be 80 years old coming up, and I am on 14 medications for pain, kidney, and the heart; yet your Technical Support personnel (Jeremy) asked me to drag that heavy Mac Pro up and down two flights of stairs in my home then carry it from my car to your store and back, whereas I am paying for on-site service. That seems most unfair, if not indeed abuse of your customer. I am waiting for a knee replacement and shoulder surgery, and I have problems negotiating any stairs or long walks.

It is far from my intent to be aggressive like this or to be difficult or uncooperative, but after literally years of dealing with these same issues, which your personnel are unable or unwilling to resolve, my patience has expired. I must find an alternative solution to these problems. In case you feel that the problem is with the operator, you are wrong. I have been using Mac computers from the first day they came on the market in 1984, and I have had practically every Mac model and as far back as the Apple II Plus. I still own an old Mac Plus. I am totally familiar with purging, replacing hard disks, power supplies, memory replacement, battery replacements, formatting hard disks, reformatting, trashing caches, and the usual fix procedures.

I do not mean to be offensive, but I know more than most of your so-called experts in your Technical Support. I have in fact taught them a few computer tricks. One of the problems with your Technical Support staff is that they have to sit there on the phone and study manuals. It is sad that they don't enjoy their work enough to learn more even on their own time. Why not?

I have spent as much as 8 hours on the phone in one day with your Technical Support experts, only to be left with the same unsolved issues or worsened issues. The number of incapable Technical Support people seems to grow constantly, whereas the number of those who know their stuff seem to be diminishing rapidly. It is to the point where the best an Apple customer can hope for is that they end up with a person who can read and understand the manual which they do in long phone calls.

I urge you in the strongest terms possible to just listen to the recorded phone conversations. You will learn a lot about your own staff, who are almost all without exception very courteous and mannerly but often most incapable of doing their work. Most of the following problems appear to me to be permanent issues that can easily be fixed by someone who understands basic issues (which most do not) that none of your your Senior Technical Support Advisors can fix permanently.

1) The color of photos, videos, etc. are all washed out and impossible to see enjoying viewing. Your Senior Technical Support Advisors cannot fix that. 2) My scheduled close down times will not work, because the screen error explains that the Mail program refused to close thus leaving my computer open during the heavy duty thunder and lightening storms we experience in this area. Your Senior Technical Support Advisors cannot fix that. 3) The Mail program is painfully slow even to send simple text emails with no attachments. Sometimes the colored wheel just keeps on moving forever. Your Senior Technical Support Advisors cannot fix that.

4) The highlight color of Folder labels are gold, which makes the labels white font indecipherable. Your Senior Technical Support Advisors cannot fix that and cannot show me how to change that color or the color of the font. 5) Frequently, the mouse cursor disappears altogether. After a lot of wiggling and waiting, it always returns; but your Senior Technical Support Advisors cannot fix that. 6) Now, I have to sign in twice when I open my computer. I have never had to sign in with my password more than once only. Your Senior Technical Support Advisors cannot fix that.

7) I was always able to double click the top bar above the URL address, which cause the window to disappear but not close. Now, I have lost that feature. Your Senior Technical Support Advisors cannot fix that. 8) Because of having lost so much of my data from the forever faulty email program, I try to save the data to the desktop folders. I cannot do that, because the mail program will allow me to drag only one email at a time. I use my computer only for enjoyment, and even I do not have enough time on my hands to do that. Your service Technical Support do not know how to solve that.

I am not an unreasonable person, but there is a limit to how much anyone can cope with, considering these issues with this lemon computer crossed that limit long ago. All I want is to be able to use my waking hours to doing productive projects on my computer and not spend most of my time trying to keep the frigging lemon alive and well with very little help from Apple Computer.

Is my wish too unreasonable? Do I have a lemon Mac Pro? If not, then why do I have so many unresolved issues, which your own Senior Technical Support Advisors cannot fix? I have been known to get hundreds of people to switch from PC to Mac, and now, do I have to send a copy of this letter to the hundreds of contacts to seek their advice? Why can I not have use of my Mac to do the many things I do to help others without pay. I never charge for paralegal work, because it cost me nothing but time to learn legal work. I never charge for the many community projects I take on, not the least of which is the local community Sing-Along GIG CENTRE, which my wife and I run at our own expense and for which we charge no admission.

Just give me an answer whether or not Apple intends to help me solve these issues or not. The last Senior Technical Support Advisor I spoke with, Jeremy (yesterday, June 23, 2012) ), is the busiest and most double-talking babbler of all, as he babbled for 45 minutes and resolved not one issue. He had great difficulty understanding the problems, which I kept repeating. And he did not seem to know how to do basic testing procedure. Further, I asked for an on-site service call, and he said I would have to take the unit to an Apple Store as such was not up to him but was up to the local Service Provider whether they would want to do that. I wanted to ask if the Service Provider would also decide how much I should have paid for my service contract. He said he could ask but the decision was up to the Service Provider.

What kind of double-talk crap is that to tell a long-term customer who knows different? Is he trained to say that or is he just being impossible to deal with? I do not wish to be offensive or argumentative, but this person appears to know absolutely nothing about fixing Mac computer issues. After 45 minutes of total frustration, he disconnected me and never called back. He never gave me a case number. He never had the courtesy to say he was terminating the phone call. That is not what I expect from Apple, with whom I have been a faithful and promoting-type customer for 28 years.

Once again, I am therefore requesting Apple Computer to get these issues resolved once and for all in a peaceful and amicable but timely manner by someone who is knowledgeable and willing. Steve Jobs would turn over in his grave if he were to overhear some of my discussions with your Technical Support staff.

I went online and ordered a different replacement cord that is much sturdier for $39 instead of the ridiculous $80 at Apple for another crap cord. I will buy another Dell next time I need a computer. At least they take complaints seriously and stand behind the product. I will never do business with or recommend Apple again.

Then another manager asked me to send a picture, which I did. Then she told me she can’t see anything and send another picture, which I did. Then she told me go to Orland Park. So I told her that it will cost me all day to go to the Orland store. So I told her that will cost me all day where the Orland store will not say the scratch existed and from there what next step. So both managers stick to this abuse and refuse to fix, replace or refund me.

It keeps telling me the batteries are low. When I replace them with brand new batteries, all I get is 20% strength. I called your tech support line and got some guy in India who can't speak English. Couldn't you hire someone in the U.S.? I think people in this country could use the jobs. Anyway, this computer has been an enormous headache from day one and still is. If you're trying to bankrupt me, you're doing a swell job. Your employees, who do speak English, were very helpful and efficient but the problems continue. Now what?

I will never buy an Apple Care Protection Plan again, and would strongly advise against it. By the time your Mac has problems, the Apple Care plan will have expired. And, the company has no common sense when it comes to taking care of good customers; they fail to give computer advice the minute the plan expires, even if the plan was never used! This is poor business ethics, desperate, actually. Common sense is to provide customers with fair customer service, regardless of anything else.

So, yesterday I took the iPad2 back to the Verizon store, where I bought it, and they couldn’t reboot or reset it either they said only an Apple store could. So I went to the Apple store tonight, and after waiting in line for about 15 minutes just to get into the store. I asked the gatekeeper if I had to stand in line for service/repairs. She said the Genius bar was not available for any more customers this evening and was also fully booked for the next two days. I could make an appointment for Saturday. What?! So, I have a two-week old iPad2 that won’t start, won’t restore, and I won’t be able to get help or service for days and days.

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

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

Abby **

Next day, I have the same problem. After several data capture emails from Apple Care, they determined that the problem is my hard drive. An Apple tech came to my home and replaced the hard drive and guess what happened two days later? Same problem. Since the computer is less than a year old, I have asked Apple to replace it several times and I keep getting told "no" because I have to give them reasonable time to fix the problem. On 9-20-2011, I again spoke to Apple Care and was told that after the last data capture, they think part of my memory is bad because it was installed after the purchase. I pointed out to them that the memory was purchased the same day I bought the computer and that it was purchased and installed by the Apple store. After countless hours on the phone and four hundred miles driven back and forth to the Apple store, I still do not have a fully working iMac and they still refuse to replace it.

I would like to voice my frustration with AppleCare. I purchased an early 2011 Macbook Pro. When I connect my Macbook Pro to my 24-inch Apple Cinema Display, the display momentarily goes black every so often. The "black screen" happens at random. I have been struggling with this issue ever since I purchased the Macbook Pro. I have contacted AppleCare numerous times. At first, it seemed that the AppleCare people were not aware of this issue. I went to my local Apple Store twice (Bridgeport Village, Tigard, OR). The first time, one of the Apple "geniuses" gave me a look like I am from another planet. I was talked down to and the person, whose job is to help customers, told me that he'd never heard about this being an issue.

Please take a look at the Apple User discussion forums. Many other people seem to have similar issues. At my second visit at the Apple Store, I had the ACD and the MBP checked out. We were not able to recreate this issue. I was told that Apple is working on a fix. This all happened a few months ago. As of today, the problem has not been solved. As a matter of fact, I spoke with Neil **, Senior Advisor from AppleCare on Saturday, 28 Aug 11. He emailed me a file to run a complete system scan. He told me that he would pass the scan results on to the Apple engineers and get back to me within 4-5 business days.

Today, I was contacted by AppleCare. I was told that nothing is wrong with my computer or the ACD. However, Apple recognizes that there is a problem and is working on a software fix. I asked the person when one could expect the fix. The AppleCare specialist told me that he didn't know. My case number on AppleCare is **.

Please understand that I am in the opinion that this is not acceptable. I want this problem fixed now. I don't care how you do it, but I want it to be fixed. I suggest that you replace my 24-inch ACD with one of the new 27-inch ACDs (thunderbolt equipped). I am sincerely disappointed in how Apple has handled my problem. It almost seems like Apple does not care about their customers anymore. I have spent a fortune on Apple products over the years.

One very angry and disappointed Apple customer.

In the meantime, I was contacted by Stuart **. He is with Apple Executive Relations. He gave me the typical corporate "blah blah speech" on how much Apple values their customer and so on. He offered some sort of "beta" software fix for the issues that I am experiencing. However, there was some sort of "gag order" tied to this. I would have had to sign some sort of contract, which would have required me to not talk to anyone about how Apple handled my case and about the existence of this "beta" software/firmware update. I declined.

I bought an Apple laptop and was expecting good service from the Apple people so I bought another one for somebody else. Turns out, in only 6 months the motherboard crashes and, since it is in another country, they make you run in a loop.

When I asked them to send me a shipping box, they claim it is outside the U.S. (originally bought) so they can't help. I asked them to replace it with a new one since it is a motherboard issue and has been 1 month already sitting idle in the shop, all they say is yeah, yeah… Every time they ask me to contact a new customer/sales representative, I have to explain the whole story. Seems they do not write down every detail about a case and the person on the phone doesn't even care to read.

They keep saying contact this number or this and send me in a never ending loop. I expected Apple to be at least decent enough to have a good customer care even if it failed in terms or technical issue, but seems that expectation was too much. They only know how to come up with new iPhone and Pros and fool customers to make money and just claim to be one of the very good companies, but all that is a lie.

Thinking about this, I would never buy another Apple product from now on.

Then the AppleCare guy on the phone said that Apple would send a tech to repair it at my home! I said what? Why didn't Apple tell me this before instead of wasting my time! Well the Apple guy hemmed and hawed and said they would get a tech to my home to repair my iMac. I got a call the next day from a tech that does iMac repairs for my area and he came out that very day and fixed my computer within 1 1/2 hours. I am very angry at Apple for wasting my time, and I am even angrier at them for not having told me outright that my service contract says I could get service at my home. After all, I paid money for that right and I live a long ways away from any big city. It seems to me that Apple lied outright by forcing me to travel a long distance to get my computer repaired when I had the service right in my contract. I am still burning mad!

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

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

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

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

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

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

Just about a year after purchasing the laptop, my son's screen got a small crack. He's not sure how it happened but brought it to the store and was told it would cost $467 plus tax to fix it and our Apple Care warranty wouldn't cover any part of it, not even a deductible. The Apple Care coverage clearly states that it includes telephone technical support, global repair coverage and on site repair. Since the computer cost $1,800 and my son needed it for school, we had no choice but to fix it but I decided to cancel the Apple Care, both for the laptop and my desktop in July, 2010 and was told I would receive a refund for the balance of both warranties. This was in July. It's now October, and after about a dozen calls, I still don't have one of the refunds.

Ive made numerous calls to Apple and was first told my refunds went to the Apple store in Braintree, where I purchased the computer and not to me? They noted the mistake and said another check would be expedited on August 17th. In September, after another few calls, I was told to expect my check any day now; it's in the mail. Finally at the end of September, I received one of the warranties. Upon calling Apple to find out about the second one, I was told it went to the wrong address and needs to be sent out again. What?

First of all, I shouldn't have had to pay close to $500 when I have a warranty. Secondly, I should have had my refunds by now and this sending of my checks to the wrong address rings ridiculous! I'm stunned that Apple would treat a customer who bought two computers from them in 2009 so horribly. Why should I wait three months for a refund and have to pay for repairs when I have a warranty? People need to know about this scam!

At a gig this weekend, someone spilled a drink on the keyboard. After a visit to the Apple store, I was told that any liquid damage voids the Apple Care and regular 1-year warranty. Now not only must I dish out the money to fix my trackpad and keyboard, the Apple Care is voided and will not cover any other problem that might occur even if it is a manufacturing defect. After reading the fine print, I now understand that Apple Care does not cover accidental damage, but was never aware that any warranty would be voided if the computer incurred water damage.

I wish Apple would have been clearer when selling me the computer and had made me aware of this loophole in their service, as I would have chosen a different company to purchase a computer from. I also want people to be educated about this and realize that Apple is giving them a false sense of security when purchasing Apple Care.

The next day, my son opens it and starts screaming that his screen was cracked. The machine was 3 weeks old. And he paid for it with his own money. I called my daughter who owns a Mac, and she asked if it was an internal or external? Apparently, this is common place, as her friend had the identical situation happen to her and mind you, Apple repaired it for free, after they tried their its physical damage routine and it will cost you $800. Her friend cried, and the Apple store felt bad and wrote down a different reason!

It is seems widely apparent that there is some defect in the sensitivity of the screens on the Mac portables; if when you close them (with care, without a pencil/pen in between), and you reopen them, hundreds of people throughout the US and around the world are finding a 'Cracked internal screen. "Apples universal answer is "We are not liable, the warranty doesn't cover, the customer did "physical damage", you must have dropped it, closed it with a pencil/pen in it, did something wrong.

It is an abomination that Apple apparently trains its staff at AppleCare and at stores to do this, to imply that people are lying, and to not stand by your product. I understand that someone may have dropped theirs and did cause the damage, but this is certainly not the case here, nor when reading a blog on this, I can't believe people are lying about their experiences either.

I thought you'd be interested in the following comments (starting on page 2) that are publicized on a blog about Macs-Internal cracks - from all over the US and the world. They are all comments from various people who opened their Macs to find internal cracks, and who were all told by stores, and technicians, that it was physical damage. We lost $1299. 999 for the portable, 200 or 249 for the Apple Care plus tax to = the 1312. We did get back $100 rebate on purchase. So we are out 1199.

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

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

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

If you have a .Mac account, you can Check it out at .Mac Support>.Mac Discussions>.MacTechnical Support >iDisk Discussions> Index won't update I reponded to this by pointing it out and referring people to your website, but they deleted my response. I re-entered the response but I doubt it wiil stay up more than a minute--Apple now has someone constantly monitoring that board.

And on top of this I bought thru Mac Goldbook, Live Channel broadcast software for $1000.00 and I was to get a $200 refund. After many e-mails saying I had the refund comming... Nothing... Never again will I deal with Apple OR and Apple softwware products OR CompUSA. Back To WINXP and never ever buy ON-LINE Software for a discount.