Any success with Apple Customer Relations?

I was wondering if anyone has had any success with getting a refund for their over-14-day-old hi-res powerbooks by calling Apple Customer Relations? Between the audio looping, lines on display, loud hard drive, and warped case, I'm fed up.
Please share your experiences. Thanks.

I ordered just before 10am Eastern, had the Oct 5th Date, but my status changed to Shipped yesterday, and I can track it on UPS.
Hope yours come through soon. Good Luck!

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

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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!

Apple Customer Relations 1-800-767-2775. Dead Macs

Apple Customer Relations at 1-800-767-2775 is the number a person should call if their Macs fail.

I too spoke to a customer relations gentlemen this afternoon.
He was very friendly, though he initially assured me that
Logic 7.2 was fully compatible with the quad.
I replied that, no, it is not, as it doesn't run on all
four cpus as the new Mac pro does.
He agreed, and said that he was willing to log a complaint for me
and pass it along. I regret that I didn't ask for a case number.
I hope that I did the right thing.
He did say that Apple was very aware of not only the problem
but of the unhappy customers as well.
Maybe to give me some unwarranted hope, or just to shut me
up, he said that I should watch for them to fix this problem in
the future.
I'm cool if it doesn't happen until the next update, personally.
They are trying to get the Intels up and running as fast as possible.
That's reasonable, and smart.
Just thought I would pass along my experience. Also I called
around 2pm EST and got through in about 4 minutes.
All quad users should call - ask for a case # too.
Good Luck
PPC Quad Mac OS X (10.4.7) Logic Pro 7.1.1

Disappointment with Apple customer service's response to my iMac G5 issues

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:
Let me begin by saying that I have been a loyal and avid fan of the Mac since 1999. I have converted several of my PC friends to the Mac, and I would consider myself to be the quintessential Mac "geek" (posters, T-shirts, you name it). I have owned a Macintosh LC 575, Power Macintosh G3 (Blue & White) and Power Mac G4 Cube, in addition to my current machine, an iMac G5. However, my recent experiences with Apple customer support have left me thinking that maybe the Mac way is not the smooth, customer-first experience that I thought it was.
As I mentioned, I currently am using an iMac G5 (rev. A, 20" 1.8 GHz). Unfortunately, the iMac was a victim of the well-documented power supply issue (http://www.apple.com/support/imac/re...ensionprogram/) several months back. The power supply would heat up to such high temperatures that it eventually burned out, and I could not power on the machine. I brought it in to my local Apple Store (Oakbrook, IL), whereupon they wrote up a repair order, and I had my Mac back within 4 days, all without paying a penny. "Wow, excellent no-hassle service," I thought, and rightfully so.
Over the last couple of months, my iMac has further developed a couple of smaller, but still annoying and "not-very-Apple-like" issues. First, the fans have developed a consistent, cricket-like squeak - that is, you can hear the fans turning, sort of like an old wheel that needs oil. In my quiet office, it is VERY obvious, and is especially distressing when I'm trying to do audio and MIDI work. The second issue is that the slot-loading Superdrive has gotten to the point where discs that are being ejected often fly out of the slot and do not stop, falling onto the top of my desk, or occasionally clear off the desk onto the floor.
A few days ago, I decided that I had had enough with both issues, and decided to initiate a chat with a support agent on Apple's iMac support web page. After explaining the issues to the agent, I was transferred to a "specialist," to whom I then had to re-explain the issues. Further irritating me was the fact that they provided me no solution other than to visit my local Apple Store, and they would further diagnose the system.
So tonight I headed over to the Apple Store Oakbrook with the iMac in tow (mind you, not the lightest thing to be carrying around, and a pain to have to disconnect peripherals etc.). I had made an appointment prior to showing up...in fact, Apple's new Concierge system seemed very elegant and user-friendly, and I was able to make a 7:20pm appointment at around 2:30pm. I made it to the Apple Store at about 6:50pm, and saw my name listed on the Genius Bar screens as being 2nd in line. There was a man with a 15" PowerBook that was being helped by the Genius behind the bar, so I sat and waited patiently. About 40 minutes into my wait, a woman with an iPod mini walked up to the bar, seemingly waiting for assistance. Within two minutes, another Apple employee approached her, briefly looked at me and asked if I was waiting for help. When I said I needed assistance with my iMac, he told me that I would have to wait for the next Genius, turned to the woman with the iPod mini and proceeded to diagnose her problem.
Further irritated, I waited another 10 minutes or so, at which point the same employee turned his attention to me. I explained the fan and Superdrive issues to him, and he took the iMac to the back room for another employee to take a look at it. About 10 minutes later, he came back out with the iMac and said something to me that just floored me. He told me that his colleague that looked at it could not find anything inherently wrong with the fans, and that "since it's not a Pro desktop, there are bound to be squeaks in the fan system" (almost verbatim what he said). He said that they cleaned the fans, and tightened the eject mechanism in the Superdrive, and that if I continue to have issues with it to bring it back in and they will further diagnose it.
The message I have taken from this experience is two-fold. First, Apple has officially gone from being a computer company to a consumer electronics company. The fact that I literally was skipped over after waiting 40 minutes and pushed aside for an iPod user who had waited TWO minutes and was not in the Genius Bar queue shows that Apple's priorities have shifted. Secondly, Apple does not truly back the quality and craftsmanship on which they pride themselves. Just because I do not own a "Pro desktop," that should not mean that a squeaky fan system is an acceptable situation. I bought an $1,800 computer that was advertised as "whisper-quiet" and I should not have to pay $3,000+ just to be reassured that I will be taken care of. I expect excuses and glancing over of issues by companies like Dell that make cheap bare-bones systems. I do not expect that from Apple - if Apple is going to hold themselves to a higher standard, they should back up that talk with true customer-first service.
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.

Has anyone had success with Apple replacing their iPhone 4 [out-of-warranty] concerning the stuck power button?

Has anyone had success with Apple replacing their iPhone 4 [out-of-warranty] concerning the stuck power button?

For $149 they will do an out-of-warranty replacement.

My iphone plus is bending, what does Apple offer regarding this issue? I am trying to get to contact with Apple Customer Care, but not clear to me how to do it beside this channel of communication. I bought the phone from kosovar carrier which is u

My iphone plus is bending, what does Apple offer regarding this issue?
I am trying to get to contact with Apple Customer Care, but not clear to me how to do it beside this channel of communication. I bought the phone from kosovar carrier which is under Slovenian ownership. This means that the original warranty comes from Slovenia, bit complicated but still I would like to get an urgent answer how to proceed with this issue, thanks

Maybe i should have only asked if anyone is aware on apple's policy
regarding bending. I took the point that this seems not a proper forum to
pose Q's to apple thanks to both
On Wednesday, November 5, 2014, Apple Support Communities Updates <

I have not been able to use facetime on my iPhone 5 and my daughters iPod 5 since yesterday. Does anyone know if there are any problems with apple?

I have not been able to use facetime on my iphone 5 and my daughtes ipod 5 since yesterday...does anyone know if there are any issues with apple?

As these are user to user support forums, there will be no official response from Apple posted here.
Basic forum ettiquette is search before posting, so why post again if you've already searched? Seems rather unintelligent.

Is there any communication with apple?

There are several bugs in the notation window, something got worse in Logic 7 compare with Logic 6, but I can get no contact with someone in the new Logic/Apple Center to talk with - is there any communication with apple? Its sad, because I work since 10 Years with Logic, and have a lot of experience with the good and bad of this programm. But it seems there is no interest: Whats your experience with apple?

manofgodjay is right.
a lot of these bugs and problems have been around a long time. the problem is that they simply have not had a team working on score since before v5. this appears to be changing.
the score editor as it stands (if it worked properly) would still be a brilliant if limited notation program. even with the bugs, it offers such a flexible and easy and above all, fast way of working, i just can't tear myself away from it, having had a real crack at finale and sibelius.
if logic had no plans to upgrade the notator i would however make the switch to a dedicated editor to do my concert music. but with enhancements and hopefully some bug resolutions coming, i'm hanging in there. logic started out as a dedicated notation editor (it used to be called notator) and with relatively little effort, it could become a clear rival to either of the major notating platforms.
speed and flexibility is crucial to me. i have a philosophy of trying to throw out 90% of everything i write. the theory being is that if you keep your best 10% you will get the best you feasibly can. consequently, i really don't want to have to fiddle around trying to make edits to refine the basic draught. the arrange page gives me a great overview of structure and a lot flexibility to change things around. logic kicks the others into oblivion in this regard, and only stumbles in certain areas.
so if those areas were sorted out....
apple simply don't have a line of communication. they listen, but they don't tell us what they've heard, or what they believe. it can't last in my view, it is key to getting users to have faith in their product. how do we know when something goes wrong it is not something we are doing and not the program? for example, we have heard through some users on the forum who have heard from members of the development team that it is highly advisable to completely rebuild your autoloads from time to time, and particularly from previous version of logic.
well that's great, but it would be better to hear this officially on a website we can all point to with info like this on it. i cannot see any problem at all with them doing this, they possibly just need to make the decision to do it. so keep up the pressure and eventually something will happen.

Any success with Sallie Mae or Discover approval with large unpaid collection?

I have a 15000 collection on my account that I won't be able to payoff until next year. QS opened in June. $5000sl. No other inquiries or cards in the last decade. TU 675, EQ 690s. Will I need to wait until that is paid?

delaney1 wrote:
Any success with Sallie Mae or Discover approval with large unpaid collection?Given the impact of derogs the standard advice is to get them addressed. The specific creditor you intend to apply with does not matter. A collection is a major red flag to a potential creditor. Don't rely on apping with the "right" creditor. Hit the Rebuilding subforum and carefully research before taking action as it is possible to make matters worse. delaney1 wrote:
No other inquiries or cards in the last decade.I don't understand hte obsession over inquiries. They're a relatively small factor and if you're getting denials citing inquiries then you have bigger problems you need to address. Tackle the large slices first.http://www.myfico.com/crediteducation/whatsinyourscore.aspx Derogs kill Payment History. Payment History is 35%. Inquiries impact New Credit. New Credit is 10%. Inquiries taper and fall of relatively quickly. Derogs can taper but tend to have a significant impact and drag you down as long as you have them on your reports. Focus on cleaning up your derogs if you have any.

TS2709 Don't have any success starting Apple TV with my iMac.

Not sure if my sharing settings are appropriate to share with Apple TV from my iMac?

The following article(s) may help you.
Understanding Home Sharing
Setting Up Home Sharing On A Computer
Troubleshooting Home Sharing
Troubleshooting Wi-Fi networks and connections
Recommended Wi-Fi settings
Wifi Diagnostic Software (for Mac users)
You may also find some help on this page, where I’ve collected some of the more unusual solutions to network issues.

WHINE ISSUES - UPDATE apple customer relations/tech

Just wanted to let you all know:
a. Many of you are aware of my unique situation (going through 3 replacement macbooks and all having the whine) I spoke to apple today and talked to cust relations first - been working with them for the whole case. Basically, he said that they are still working on a fix for the whine and the whine is apparent in many mac books regardless of build date. (as i have a week 13 now)
b. Senior Tech Support - told me that there is information that he is not allowed to disclose but that the basic idea about the logic boards being revised is accurate. Many of them are being repaired in texas, however, it seems as if that doesn't eliminate the noise altogether. Of course, I asked, "So is the logic board issue resolving the whine issue then, cause based on what you just stated, it doesn't sound like it" And for this he told me he he cannot share any other information but they are working on it.
So this is just an update to you all - I'm not saying any of this is "official" but I am telling you this is a first hand conversation/update from apple.
My guess is that many of the logic boards aren't really making a difference and the problem is with something else. Something that is probably pretty huge - design flaw? I don't know

Jake,
Thanks for the update! Boot Camp is far from my priority list - I too am having a hard time with the high-pitched whine. Although I am still on my first MBP, I have had the logic board and inverter replaced at a local Apple Authorized Service Provider. The inverter corrected the screen buzz, but the whine issue remains the same. The firmware update changed nothing.
Today I contacted customer relations because I am still unsatisfied. I'm in Canada, so options are limited here. Canadians do not have the option of sending their MBP to Apple for repiar (not that that has proved successful for the Americans who have sent their's to Texas). But at this point, I am done running bck and fourth to ASP's.
I'm curious to know exactly how you managed to get your MBP replaced through customer relations. During my lengthly conversation with customer relations (Apple Canada), the person I was dealing with had me on hold while she consulted tech support. She came back and tried to tell me that the sound is within normal specifications and so on ... I'm sure you've heard it all. I hard to get a little more firm with her that there is nothing normal about this and I do not find it acceptable. I have requested a replacement MBP, but she said she will need to review this with her manager and get back to me. She's arranged a call back for tomorrow afternoon. So my question to you is .. did they give you a hard time about sending a replacement?? if so, how did you get them to send the replacement? Did you get the replacement first or did you have to send yours back before they sent a replacement?
Any information or tips you can give me would be appreciated so I am better prepared for tomorrow's call if they still don't want to send me a replacement. I know the chances are that I will I get another MBP that emits the infamous whine, but at this point I have nothing to lose.
MacBook Pro 2.0GHz/2GB RAM/100 GB 7200rpm Mac OS X (10.4.6)

Apple customer relations

I just got off the phone and customer relations agreed with me about the
iphone price drop. He stated they are not allowed to make any concessions
but his job instantly became harder and they are being overwhelmed with phone
calls. Keep pressing forward my people
and COMPLAIN !

WOW...that is interesting Golan. You might think that they do read these forums and are anticipating 5/20!! LOL! I'm not impressed with Apple thus far. Why would they revert to "Dell like" tactics to try and silence their livelihood...the customer?? I am a new mac user and have built 7 or 8 windoze PC's over the last few years. One of the reasons I "switched" was b/c of their great "customer service" and support...of course for a price, but I don't know if I'll purchase that "apple care" if they are going to start deleting phone numbers to contact them. Besides, these issues have been around for many months now and Apple has still not addressed them. Apple..."go out and do the right thing" (Dr. Laura Schlesinger...LOL). Good stuff.
Matthew

Apple Customer Relations number - Removed from Web Site

Today while attempting to reach Customer Relations, I realized that the number is no longer offered on the web site. It must have been removed over the course of the last week or so because I did see it there last week.
Check it out for yourself.
http://www.apple.com/contact/phone_contacts.html
vs
http://web.archive.org/web/20050401025644/http://www.apple.com/contact/phone_con tacts.html
Incidentally, they have archives of Apple's web site dating back all the way to 1996. (gotta love archive.org!)
Golan.

WOW...that is interesting Golan. You might think that they do read these forums and are anticipating 5/20!! LOL! I'm not impressed with Apple thus far. Why would they revert to "Dell like" tactics to try and silence their livelihood...the customer?? I am a new mac user and have built 7 or 8 windoze PC's over the last few years. One of the reasons I "switched" was b/c of their great "customer service" and support...of course for a price, but I don't know if I'll purchase that "apple care" if they are going to start deleting phone numbers to contact them. Besides, these issues have been around for many months now and Apple has still not addressed them. Apple..."go out and do the right thing" (Dr. Laura Schlesinger...LOL). Good stuff.
Matthew

Success with Apple "Senior Advisors?" Next level of representative re: Apple email???

I am trying to resolve a problem with Apple & Comcaston email notifications which are NOT arriving at Comcast webmail. Have gone 2 months now with no real fix.It is not all email, but it is crucial email that is generated using an Apple ID. I am wondering if anyone here has gotten past "Senior Advisor" level at Apple???? The consequence: Means that 3rd party applications for both iOS and the desktop bought via Apple's Appstore are dead-ended; I cannot get the updates that are pending. At Apple, I am left with a "Tier 2" (Senior Advisor) level of contact.Apparently one can never speak to application engineers that have actual power, from what I have been told to date.

jam_band wrote:
I have nothing good to report, thus I haven't added to the post. Here's the latest:
Comcast: CC_AA looked at it & responded via PM a few times. Has been helpful.
Comcast seems to need to know the issuing SMTP address to know why an account doesn't work.
Comcast phone support hasn't impressed me. Chat: better.
Repeats still lead to the same result after I explain the circumstances; they send something to the Postmaster,
in 3+ days turnaround comes back with exactly the same message asking for a sending address.
Apple side: So far its been a false alarm on the issue. New advisors, same end.
Apparently Tier 2 Apple Advisors are the highest echelon customer resort.
Apple advisors have been by & large nice & have good communication skills. Hang-ups appear procedural.
Sidenote that one Apple advisor did get a little "school marmy" in tone on me when she got to the end of her spiel & I wasn't taking no for an answer, yet overall an good experience from all the advisors. I'll take the pendantic repetition over hearing "sorry you are having problems." (Everybody apologizes for everything these days).
Note: They have much better phone support than most I have encountered eslewhere.
The people DON'T sound as though they are new on the job, bored & reading back a help screen aloud to you, with substandard reading skills. (Usually I do not need someone to read the manual aloud to me, which is often the nature of customer support). And they do NOT tell me their name is "FRED" when the accent implies otherwise.
Hitch: Apple never confirms nor denies if its an Apple problem. IF there is a bounce back on emails directed to a Comcast address, they won't even divulge the error message. This smacks, to me of the sort of arrogance that Microsoft used to assume.
I wind up in the same place on getting into the Apple account I need to access (2 methods). Eventually, they stop checking back, or responding to emails, I guess. (Hoping you will capitulate & go away, or try still another advisor? Hard to say).
Its quite possible an advisor pulled a few days off,
but the message on voicemail never reflects that, when I check in.
As for the EMAIL method/option: Apple & Comcast don't seem to breathe the same air.
My one realization: Never answer an assessment survey about "how have we done" until you are absolutely at the end of the problem & its solution trajectory!
Can you send me a private message with the user name that is having the issues. Also if you have an example email address that is being rejected I can make sure we have this investigated for you. -FC

Convert EBS RDF to XMLP - anyone had any success with the converter

I have converted the ARXCAR rdf to XML Publisher which was surprising simple. However getting it to work seems to be a different matter. The PL/SQL contained multiple bugs which were easily fixed. The dataTemplate contains lexicals for KFF's which don't work and I have already posted a message here and raised a TAR. Working round the lexical issue I ran into a NULL POINTER EXCEPTION dead end.
The base report for this conversion is not overly complex in the EBS scheme of things and I am just wondering if anyone has had any success in converting EBS reports with this utility?
Cheers,
Dave
Cheers,
Dave

Hi
This phone is very bad choice.
Apparently nokia pc suite isn't compatible with this phone.
I still wait for fix.
Good luck.
Click link under for another discussion from the same problem in this forum.
/discussions/board/message?board.id=pcsuite&message.id=36954&query.id=119523#
/discussions/board/message?board.id=pcsuite&message.id=35640&query.id=119909#M35640
Message Edited by jusking on 29-Aug-2009 04:01 PM

Any success with Apple Customer Relations?

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