My disappointment with Apple's Service

Since Apple makes it very difficult to just voice a complaint to them, I'll just post it here.
I had an iPhone 3G and went to answer it quickly one day while it was plugged in and the short charging cable made it slip from my hands and hit the corner of my nightstand.
This happened right around when Apple started the screen replacement program. I brought it in and forked over the $199 to get the screen replaced. I asked if I could get the damaged piece back, or at least the LCD since it was in perfect condition (it was mine after all and I was buying a replacement). They said that I couldn't have it because they had to send it back to apple for research (read: putting it on new touch-glass and reselling). I was also notified that my water sensor was triggered on the bottom of my phone and I told them it had never been near water, and it worked fine. When I got my phone back, the metal was separated from the plastic backing slightly and I asked about it and the worker said that it can happen with the replacements like that. I really didn't care. My phone worked fine and it wasn't a big deal.
The problem: about 1 1/2 - 2 weeks later, my new display started losing pixels. I ended up losing about 6-10 rows all the way across the bottom of my screen. I brought it back in because obviously the screen they gave me was faulty (probably off of someone else's cracked screen phone), and they told me that they couldn't do anything to fix it because it looked like the metal was separated from the backing a bit, and the water sensor was triggered so my warranty was void. I understand my overall phone warranty being void because of the water sensor I suppose, but for my replacement screen which was obviously broken at no fault of my own to not be under warranty 2 weeks after buying it??
I'm very disappointed in the way apple handled this situation because I feel like I was robbed of a perfectly good LCD and $199.
Apple, if you are reading this, you need to do a better job of keeping record of what issues are wrong with a phone when you do a service such as a screen replacement so that people don't get screwed over if your replacement is faulty. Poor customer service. I've been stuck with a bad LCD screen for 8 months now because I don't want to pay to have your mistake fixed. I'll make sure to post this everywhere I can so that you can be sure to see this.

Thank you for the feedback link.
Yes there is a repair warranty, I don't remember if it was 30, 60, or 90 days, but either way I was in the window. That's basically what my complaint is. I paid for a service that should have been covered by their warranty and they voided it based off of damages both caused by the repair, and that were there before the repair.

Similar Messages

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    The following is a copy of the letter that I will be sending to Apple in regards to my recent dealings with customer service. What do you guys think I should do?
    To whom it may concern:
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    So I am now sitting in front of my rickety-sounding iMac, wondering what my next step should be. I appreciate you taking the time to read this, and I would further appreciate a follow-up and resolution to this situation.
    Thoughts?

    Send it. I feel for you, but the most sympathy you'll get is from fellow users on this board. These forums were one of the best ideas by Apple. Whoever thought it up is probably getting 1% of iPod sales as commission. Besides users helping users so Apple doesn't have to handle nearly as much tech support directly, this board is also a place for people to vent so Apple doesn't have to address your concerns. I'm not saying these boards are a bad thing ... they are very helpful, but you have better odds at winning the lottery grand prize than you do to get a reply back from Apple from a letter like this.

  • Is anyone else significantly disappointed with Apple TV?

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  • I'm so disappointed with Apple!Apple owe me $100!

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    Apple owe me $100!
    My friend told me that Apple is not being responsible, they are lying to me that they mailed my rebate to me. It is because they should first file a lost track on the check that should be mail to me, and then mail my rebate back to me after they file it!
    I am so disappointed with Apple, and I'll recommend me and my friends, and try to declare to all the forums we should never purchase anything from Apple because they are not responsible for their costumers!
    I'll never stop declaring to the people that Apple is being not responsible until Apple is being responsible and would give me my rebate back!

    This is, of course, the wrong place for your gripe. There is nothing we can do about it. There is a legal presumption that a letter mailed is received, but it is rebuttable. Letters can get lost or extremely delayed, I had a postcard take six months from Denver to New York City. Go to Apple and insist that that you never got your check. What really counts is was it cashed. Insist that they check that.

  • I'm so disappointed with your costomer service in Taiwan

    I've purchased an Apple computer from 2007, I liked Apple so much because I saw they care their customers more than Microsoft, Apple even set Genius Bar and phone support for any technical problem, which I though if I have any problems, I can find customer services easily.However, the problem came! I 've some technical problem with my imac.Therefore,I took it to your  retail store(Istore) in Tainan Jhongshan Branch ,Taiwan. And you help me save the problems indeed.
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    We didn't promise you anything, or did we sell you anything nor take your money. You are not communicating with Apple when you post here. Everyone here is just a fellow user. And these forums are for assistance with technical problems, not complaining about Apple's services.
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    Regards.

  • How do I get in contact with apple print services support Australia when my Print Order (book) keeps being cancelled (for no known reason)

    How do I get in contact with apple print services support Australia when my Print Order (book) keeps being cancelled (for no known reason)

    Portables that will not Power on.
    Try another power outlet.
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  • I do not what tech. is lacking in iphone 4 that prevents it to be able to support turn by turn navi. I do not see any difference btw 4 and 4s and yet 4S can support turn by turn. very disappointed with apple and i will not purchase iphone5.

    I do not know what tech. s lacking in iphone 4 that prevents it to be able to use turn by turn navi. I do not see any difference between 4 vs 4S and yet 4S is able to support it. I am very disappointed with apple as i was when 4S was released. I will not purchase iphone5 becuase i think its nowhere near what apple calls it "perfect". there are plenty of other phone around. Lumia 920 for example is a much better phone. Just disappointed with apple...

    http://www.apple.com/ios/whats-new/
    the fine print in the map section states that turn by turn is only available for 4S and up.

  • My extremely disappointing experience with Apple's service

    I have been a loyal customer of Apple since the first iPhone, however, my recent experiences have started to make me reconsider that relationship.
    Here's what happened:
    I am living in Asia now and as an avid apple fan, I bought an Iphone plus 64gb in Hong Kong as soon as it came out. I was told that it had a one year warranty and it would be effective in Mainland as well. Just as luck would have it, two days after I started using the phone, the camera started to fail. I could not longer take pictures. Since I am in Shanghai now and the phone was purchased in Hong Kong around a week and half before the official release in China on 10/17, I started to call customer service and try to make the earliest reservation that I can at the Genius Bar so that I can get my phone fixed.
    I first called apple and was told that I had to make the reservation online. However, the website was a mess. Every time I clicked on the genius bar link to make a reservation, it jumped to the retail store page. I called customer service and asked what was going on and was told that they could get on and it was weird that I couldn't get on, it must be because my internet was slow and that I should try to get on the site at a different location. Which didn't make sense, because my internet was plenty fast, and I tried getting on in another location already. I don't know what hit me, but while on the phone with the represetative, I thought that maybe I should try turning on my VPN, which routes my internet to a different country and what do you know? I was able to make a reservation! I asked the the representative why that was, and the representative accused me of asking if Apple had blocked access from Mainland China to make a reservation. I thought it was extremely unprofessional of her to have asked that. Anyway, after figuring out how to make a reservation online, I tried for about a week to make a reservation through the official channel and it's always full. I called customer service again and wanted to know if there was a different way that I could make a reservation and was told that the only thing I could do was to keep trying online....and that I would be lucky if I could make a reservation within a month, because it's always full! -- What ********!
    With no other way, I went to the East Nanjing Rd. Store in Shanghai. It was super croweded. I found an Apple staff and explained my situation and was again told the beauracratic answer of having to go online to make a reservation first! My impression of Apple's image as making excellent products and always putting customers first fell over the cliff! I demanded to see a store manager and was offered TWO non-solutions. One: go to an Apple affliated store to get my phone checked out, but was told that I needed to show them my receipt. I told them that Hong Kong doesn't give receipts and again the staff told me that I should just go and try my luck, just wanting to get rid of me. I suggested that they had a staff either go with me or call a store and tell them of my situation, but the manager refused. TWO: I should keep on trying to make a reservation online. I suggested that maybe he could help me make a reservation, so that at least I could have a date of appointment. Again he refused and told me to just keep on trying to make a reservation online myself.
    By this point, I was a little flustered and angry. The manager's name is Jevan Wan, and his attitude was very pompus and was giving me the impression that that's the way Apple did thing and either do it this way or eff off. He told me that if I didn't like it, I could call the police and in fact he said that he would call the police for me. By that time, I was super angry and he tried to have the security guards throw me out saying that I was already unwelcome.
    I went in expecting professional, world class service, but instead what I got was staff who was pompus, beaucraftic and full of attitude. They didn't give the slight thought of putting customer first and trying to help customers solve a frustating problem.
    It is truly disappointing that Apple has fallen so low... it seems to me now that Apple only cares about selling more phones and making more money. Putting money in to maintaining good customer and product service is no longer a priority much less the level of employee professionalism!
    My email is: *****  if Apple decides this warrants a response!
    <edited by host>

    Alessia18 wrote:
    My email is: ....  if Apple decides this warrants a response!
    If you want a response from Apple, you will need to contact them. This is a user-to-user technical support forum. Apple doesn't read these posts. Use the Contact Us link at the bottom right of every page for information on how to do that.
    You seem to recognize that the store was very busy yet that doesn't seem to translate into understanding that it will be difficult to get an appointment. Should you be moved to the head of the line by the manager because you are some how a more loyal customer than the people who have already made appointments? Does it make sense that a store that's so busy you are having difficulty getting an appointment should send an employee with you to an authorized reseller? Contact AppleCare and make arrangements to have your phone sent in for repair.

  • Very disappointed with Apple! ...about my power adapter!

    Hi,
    My power adapter of my MacBook PRO failed 10 days ago. I went to the only Apple shop in the town and tried to buy one (Monday)... they told me that do not have it! They had all of that junk... but not a power adapter for my MacBook PRO 17 inch...
    They told me that they will be getting some on Friday... I waited for 5 days... When I went to the shop on Friday... they told me that they did not get any... What?!
    After spending 5 days without power... borrowing different adapters from my friends... I called a service point and managed to order one single power adapter after a 15 minute phone call... the adapter will be here on Thursday?!
    11 days... without power... I am very disappointed in Apple... I have been using apple products for a long time... I did not know that they are that bad in any kind of support...
    In my class... 4 people bought brand new MacBook PRO laptops in 6 months... Apple is growing... But I am very very disappointed...
    I want to send an e-mail about this issue to a customer support service or something like that... What should I do... Could you please help me?
    Thanks.

    Why didn't you just call the apple customer service. I would've done that the first day. Why do people insist on complaining about something they could easily fix with common sense and one phone call.
    Not to mention they are bond to be out of things like that since the demand for 15-17" Pro's are so much higher than that of the 13".

  • Im totally disappointed with apple i want my money back

    hi
    this morning i had a fight with apple suport, i just bought this macbook 2 months ago, and now its dead, and they told me to take my laptop to an apple store and somebody will repair my macbook in there, but im real far away from the nearest apple store and i cant take my macbook  to that place, so i request if somebody can come to my place and pick my laptop but neither the apple support or the apple store cant  pick it up, because "they dont have that service they cant come to my adress and pick my laptop" now the only thing i have to do is sit and wait until that service its availabe
    i really cant go there cause i work and study and i practicaly dont have time to that place.
    im totally disappointed with the service and with the computers, i never thought the hardware would be so s hi itty

    You must have got someone new at support. I called on a Friday with an issue, FedEx was here on Monday morning with a box to send the unit back in for service and on Wednesday morning it was back to me all repaired--at no cost, I might add. Just call back or use the online Express Lane support.
    http://www.apple.com/support/   
    17" 2.2GHz i7 Quad-Core MacBook Pro  8G RAM  750G HD + OCZ Vertex 3 SSD Boot HD 

  • We need a new section entitled:  Issues With Apple Customer Service

    "This Feedback about the Discussions forum is intended for questions about how to use Apple Discussions and for general constructive feedback about how the Discussions system is operating or how it may be improved. Please use this forum appropriately. Failure to do so may result in your posting privileges to this forum being disabled.
    If your question concerns a hardware or software technical issue, please do not post in this forum — instead, go to the Apple Discussions Homepage, select an appropriate product category and follow the links until you reach the correct forum for your post, then click the Post New Topic link. "
    Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
    To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
    I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
    On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
    After trying to deal with FedEx for a few days I was finally told to deal with Apple because they would have to initiate the investigation. Fine. These things happen.
    On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
    11/20/2007, Here's where it gets interesting. In talking with them again I explained that since my signature was not on the FedEx ticket it had not been delivered properly if at all. I explained that since FedEx was clearly at fault the package should be shipped again. Finally they agreed. I was told that my package would be shipped and to expect an email.
    11/23/2007, I was told again that nothing would be shipped until after an investigation had been completed. So did they lie? I spoke with a manager who kept repeating that he was sorry for the mis-communication. That became very frustrating to say the least. Remember, FedEx requires a signature. Without it or my permission to deliver somewhere else they must deliver to me and get my signature. The FedEx PDF clearly shows another persons signature.
    Equally frustrating is the fact that they will not keep me informed as to the status. I have to call them and wait on hold. I did get a couple of emails with text along the lines of, "We continue to work with our carrier on your lost package. "
    However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
    Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
    I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

    It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
    Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
    If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
    A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
    One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
    If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
    In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
    I sympathize with your problems, and I hope that you are able to get them resolved soon.
    Good luck!

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  • Updated iphone 3gs to ios5 after apdation nothing work no network nothing "sim is not installed??" DISAPPOINTED WITH APPLE

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  • Be Careful With Apple Authorised Services in Russia

    Dear Society,
    I have bad experience with contacting one of authorised services which is published in Apple web site. It is a company called "Service.OK" and situated in Zelenograd in particular. My MacBook Air 2,5 years old got to have a problem with a screen after few drops of wine leak inside from the vent area where black panel is situated and served for monitor and keyboard panels junction. I have not expected the problem with the laptop because the glass of wine feltdown far away from the place it is situated however it was lying upside down and closed. So drops still most probably go inside. After certain period of time I switched it on and started working. Suddenly the screen goes blue and later fade away. Next day I brougt it to the address where this "Service.OK" is situated for diagnosis.
    In a week I got a call from the service where they offered to repair for about 7500 RUR in cleaning the oxidation that was caused by the wine. I gave my permit for this operation. After a week time I got a new call from the service and they informed me that they were unsuccsesful with reparing it and my laptop requires to change the whole screen panel. The price of it was 23000 RUR. This time I was angree that this company is not able to do right diagnosis and I do not know what to expect later even if changing the screen panel will be unsufficient for them. I asked them to stop any actions and return the laptop back to me. I promise to compensate thier effort for diagnosis though. The service said that I can pick up it after receiving sms notification.
    13 days left and I got this sms notification. I was back from the business trip and came there in 5 days. And (what a surprise!!!) I got another display panel assembled to the keybord panel with my serial number. I am 100% sure that it is not mine from the scratches I had on the top/screen panel. I rejected to take it and called to
    (A) Service.OK contact number claiming that and
    (B) Apple support contact number desribing the problem.
    (A) Service.OK informed me that my laptop was not delivered to them. The company which is operating on the address where Service.OK is shown in Apple web-site is no longer their representative point. It is another company as far as I unvestigated. However I got
    (1) a receipt with Service.OK web address reference,
    (2) Service.OK web site contained an information about my laptop being received and reviewed and
    (3) Service.OK point shown on their web site is the same where I gave my laptop.
    (B) Apple support specialist Natalia was responsible to communicate with me about my claim. She promised to report about this problem to higher department responsible for servises authorisation in Apple. However I was really dissapointed that no actions toward Service.OK was made by Apple. It is still on the authorised services list on the same address where I gave my laptop. She can only sorry to me because Apple has no legal company in Russia to handle this situation and thier company is just for providing support.
    So I have a situation that neither Apple nor Service.OK are not willing to take responsibility that my laptop does not received qualified diagnosis under Apple authorisation and additionally its parts were changed while this diagnosis.
    I am now consulting with lawer in order to investigate opportunity to claim about this problem to either Service.OK or company that issued an official receipt (or even propably to Apple) in the court.
    Thus I would like to underline following statements:
    - Be carefull with authorised service centers in Russia. Apple seems to do not care about what is going on there.
    - Never deal with point in Zelenograd and be careful with other Service.OK points.
    - Know your laptop serial numbers before giving it to diagnosis otherwise it is unable to prove own position.
    I will be thankful if anybody from society had such problem in the past and may give any advice. Any opinions are welcome.
    Thanks
    Dimitri

    You need Admin access to install and setup iCloud correctly.
    Download the installer, rightclick on it and select Runs as Administrator and supply an Admin login when asked.
    Well you would if you were running Windows, which I see you are not ........

  • Disappointed with Apple :-(

    Hi,
    The iMac 27 is my first Mac and I really, really loved it but unfortunately the yellow tinge has crept onto my screen Another thread exists for that, that's not my issue. My issue is costumer support.
    I am a programmer by trade, and so I naturally need a computer to work(I work at home, most of the time). I rang up costumer support, and told them this. They seemed to disregard what I said altogether.
    Basically I was told I'd have to take it to a nearby apple service provider(and I don't have a car! How the **** can I drag a 27 inch monitor to a store across the city??!). I'm seriously thinking of just returning the iMac(I'm within the three months) and buying a PC again. Maybe run Linux or similar on it. It's just a little bit ridiculous.
    No matter what I'm going to lose work days(either through getting it fixed or returning it).
    So, this turned out to be a very depressing first purchase of an Apple product. I was going to buy a mac book but like **** I am now.
    I've heard other people coming to a much better resolution where a replacement iMac is delivered when the broken one is picked up but i wasn't offered such a deal. Why is that? I didn't buy online but rather at a store across the city.
    I'd love to come to a solution with Apple but they don't seem all that interested. The first customer service rep I talked to even had me ring a store that didn't service apple products at all. She sounded like she just wan't to get me off the phone.
    The second costumer rep I must admit was nice and useful. She suggested "jScreenFix" but it didn't fix my issue.
    So, do you have any tips for me? I guess this post is somewhat just getting it off my chest because I'm pretty annoyed if I'm honest. So sorry about that, it's not on you but rather it's on Apple.
    Thanks in advance,
    Rob

    Rob, I've had to battle applecare multiple times to get them to take care of something they should have or take responsibility for their mistakes.... I believe it's in the applecare agreement that you can have an "authorized" support agent, like someone from a nearby authorized mac reseller, come out TO YOUR HOUSE and service the machine for you there PRECISELY because many PROFESSIONALS (myself included), cannot live without their primary machine, even for two or three days in the business week. So, I'd look into this... I believe there is an article somewhere out there on the net, detailing the procedure... if I recall correctly, you may have to take it down to the store to have them visually inspect it so they can CONFIRM your problem. Then, take the machine back home, call applecare, let em know you can't live without the machine, hopefully you live in an area with authorized reseller's that can send somebody out to do it... supposedly if you follow a procedure like that, they have to take care of you... of course, not every agent is going to play nice and tell you that right off the bat... in fact, this method may never have been suggested by an agent, but apple will abide by it... check it out....
    seriously, the applecare people on the phone are a only a little less arrogant than the "geniuses" that I've dealt with... no mind you, i'm a bit of a power user, and have been using macs for about 20 years... so I don't have a lot of patience for the run around, which, like ANY CORPORATION, apple will give you, from time to time, I suppose it's just my bad luck that I get much more of this than I get of the really helpful kind. I have also gotten the really helpful agent at applecare, but about 70% of the time, I've been stuck with people that act as if THEY ARE THE CORPORATION and any complaint you have about the machine, hw, sw, anything, is a personal INSULT for them to argue with you about... recently I had apple agents telling me they could see, in a picture from the laptop service center in memphis, that a white PLASTIC macbook had a DENT (defined as a concave depression) in it, and therefore, the motherboard failing years later would NOT be covered by applecare... ahem... there is no dent... plastic cracks, it doesn't dent, they were argueing that the plastic had JUTTED INTO the case because there was, a, dent... no dent... no plastic entered the case... I asked the agent, I said "you can for CERTAIN see that, in a two-D photo on your screen, that there is a DENT?" and he said "yes." no dent... no dent... no dent.... sad, real sad...

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