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

Similar Messages

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!

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

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

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)

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!

No Response From Customer Relations

So I sent an email to [email protected], and I have yet to receive a response (it has been about 2 days, which from what I have read, is longer than usual). Does this mean they are not going to respond, or should I give it more time?

atomic16 wrote:
I tried that and got nowhere, I am also reporting on a bad experiance in an apple store, it is really more of a customer relations problem than a tech support problem.
You should call Apple Customer Relations (800) 767-2775
They should be able to help you.

Who is the head of Apple's customer relations?

Hi, I have a strange question, but does anyone know what the position/name of the person is that is head of Apple's customer relations/customer service? Basically I'm doing a project on customer loyalty and as Apple has a huge customer service loyalty base I would love to talk to someone fairly high up in Apple about this. Not sure if this is possible but I wanted to give it a try anyway. Thanks!

http://www.apple.com/contact/
Sorry that was the Australian link. Look up Apple Customer Support in your own country.
Pete
Message was edited by: petermac87

How can I send an e-mail to Apple Customer Service?

Does anybody know how I can reach Apple Customer Service via e-mail?
Since they repeatedly delete the questions I post to this discussion platform, maybe I can communicate with them via e-mail.
If you are one of the Apple customer service people who are screening and deleting my posts, could you kindly send me an e-mail instead so we can start a communication.
Any help/hints would be highly appreciated.
Thank you.

Unfortunately, that email address is not Customer Service; it is for problems relating to your Apple Support Community account only and will therefore most likely not have the desired results.
Apple has not published an email address for customer service; the best way to contact them for that would be at their corporate address in Cupertino:
http://www.apple.com/contact/

Photoshop CS2 issues & Customer Relation's solution

i bought a g5 quad in June 06 that failed in july 06. they were unable to resolve the issue and gave me a replacement machine.
i was given a mac pro with 4GB of RAM and a terabyte of internal storage. the 2 oem 500GB Seagate 7200.10 hard drives took over 9+ hours to zero out: the apple store genius told me this was normal. i have since purchased 2 different hard drives. one of the same capacity which zero's out in under 2 hours. that number IS normal.
Adobe Photoshop CS2 Bridge and Camera RAW have never worked properly on this machine since i got it, quitting all the time when renaming files or browsing my hard drive folders in Bridge. i was told that this is normal and that CS3 and Leopard will fix all this. then the CS3 Beta came out and the machine quits even with the new version.
i contacted Adobe, they say it is my hardware. i went to the apple store and showed them the problem and was able to duplicate it on every mac pro in their store and they said it must be a software issue.
i bought more RAM from apple. the machine works somewhat better now, but it still crashes in photoshop and adobe camera raw and bridge. i purchased lightroom and have looked at changing my workflow, and this program too quits intermittently.
i called apple customer support again. they walked me through using a different user account. same issues. i asked to speak to customer relations. i got on the phone with the lady, and i asked if it was possible to send someone out to look at the machine since it is not working properly, and she said that it is not something they would do since it is not their problem. i asked if they would be able to help me decipher the crash logs so i can find out WHY the machine is crashing.
her exact words were, "well, maybe you can sell it? if it is giving you all these problems and since it is not our hardware, it might be best for you to sell it and buy something that works."
"sell it." i would like to say that "sell it" was not the answer i was looking for. i wasn't even mean to her. i was extremely polite and i got, "sell it" from customer relations. i hope none of you get "sell it"
good luck to all of you.

You use to use Windows but decided to move to Macs at some point, and not look or go back. And that the Quad G5 worked up until some point.
When I got my Mac Pro back in late August/early Sept, I ran into some oddities that no one could help me with. Drivers from Lexmark for their laser printers. Suffice to say that I spent weeks if not month trying to track down why etc. and doing the "clean install" but ended up with the original install disk image.
I'm always afraid if I am forced to install any drivers for now as a result.
I updated SoftRAID (I thought) and ran into every driver and extension conflict possible, known and unknown.
Clean install and avoided anything I could "live without" this time around, and it was stable. For a few days, any and every - and I mean absolutely anything I tried to launch, run or whatnot would CRASH.
I was ready to point fingers. But at whom? ah! must be the Ramjet. Passes all tests, but there must be a gremlin and nothing is good enough to find the cause.
System is now rock solid and stable.
I don't know really what or why. And whether it was SMC reset (I wish they would paint the button in RED!) or zapping PRAM/NVRAM.
I also installed Vista to see if it was OS X or hardware or not. But I never learned what is needed to really use and secure a Windows system - or troubleshoot it if it goes haywire. But you would.
I have spent 40+ yrs tinkering with computers, and 20 with Macs. I think I still remember some of the troubleshooting days from 1990 hunting down shareware bugs.
If it is hardware, it would fail running XP too, maybe? did you retain your license for and copies of Windows and CS2 or whatever you would use? (The Mac Pro really shines running Windows Vista from what I've seen).
It doesn't take a lot to turn a Mac into a crash-prone system. There are some bugs even with the OS update installer itself it seems.
Troubleshooting is as much art as science. Hunches based on what feels wrong with some sweat and guesses backed by some "CSI" sleuthing and detective work.
Only Apple or Intel would know if they have had to come out with re-designed chips, a newer motherboard, or cpus. Or the AMB used on the Risers.
As I said (5 pages ago?) a friend had a G5 Quad that would not run CS2 properly, was crashing etc. (and had on-site Care etc) and the latest logicboard (3rd) stopped the problems, CS2 runs faster and better, it doesn't crash, and the benchmarks show it.
There are revisions to logic-boards. I read it takes 3-6 months to get a pattern of a problem, and another 3-6 months to redesign parts, manufacturing, testing, between engineering prototypes and manufacturing.
I thought the whole idea of AppleCare was sort of the "care" in AppleCare. And to solve a problem.
It would take someone with access to what engineering errata is going on. What changes were made to G5s. There were other problems with Quad it seems as well, heat, the liquid cooling components (there are two varieties).
I don't have the stomach or temper to deal with customer service, phones, etc. But I would make an appointment (yes, again!). I don't know what terms there are for small business or customers to get premium care, probably not good.
We had a mainframe with a bad memory card or bank. We thought. We also swapped out every part trying to get it fixed. We even had to keep the room temp colder and controlled humidity. A new system for us would have been lower maintenance, lower energy bill, less strain on a/c even. And smaller (so we didn't need to use as much floor space). But government can be "penny wise and pound foolish" in such matters.
I know you are just getting familiar with things like "Onyx" and "Disk Warrior" and such. Those can be helpful.
Crashing does tend to lead to more crashes. Mac OS X is not immune to side effects of what they can do. And usually you want to finish a project, not get sidelined.
I wish you had a G5 Quad in there. Two systems. Maybe two G5s even if you have the work or so you can be running CS2 on one and CS3 on another. Or have a techie "gearhead" come in and test and insure that your systems are in working order. Something.
It ain't normal. And it should get more than a "brush off."

Apple Customer Service Experience

My new Quad arrived on Monday with a bad Western Digital 250 GB drive. On Tuesday morning I spoke with tech support, was transferred to a product specialist - replacement drive arrived Wednesday afternoon - outstanding support from Apple.
We have many Apple computers and have hardly ever needed customers service or tech support. When needed, it is great to know they are there for you

On Tuesday morning I spoke with tech support, was
transferred to a product specialist - replacement drive
arrived Wednesday afternoon
While I can't say that my experience was so short lived, Apple has done everything it can to make my experience a pleasing one.
Here are some raw facts about my case. I got an Applecare case number Aug 22. Five weeks into trial and error attempts by a service center to repair my dual G4, I was given Apples customer relations number. Called on or about Sep 26.
After some time on the phone with a young man (he sounded that way to me, I’m 58), he held me on the phone and called the service center where my G4 was. About fifteen minutes later, he gets back with me, declares my G4 dead (RIP) and offers the then Dual G5 2.0.
After he directs me to the Apple store page where it’s listed, I can’t help but be tempted to ask about paying the difference between the offer and the Dual 2.3. He accepts.
All this is shaping up to be a great deal. He goes on to say he will put two 1 Gb memory sticks in the 2.3 in place of my four 512 Mb sticks in the G4. Nice, leaving the other 6 slots open.
All I need to do is get my G4 from the service center and get is shipped back to Apple. He will have the return label emailed to me.
Unfortunately, this did not happen in the two days before we left on vacation for a week, so that turned out to be the first delay adding to the end equation of this story.
I did get the G4 shipped on Oct 6, and the cr rep called to say he had the tracking number of the G4 and would release the 2.3.
Again, unforeseen events happened, the announcement of the new dual cores, about two days before my shipping date (Oct 13) stopped the process cold. When I was contacted again, on Friday of that week, I was told about the additional delay.
The good news was that since Apple now had only one computer that physically had two separate processors, that was what I would now be receiving, somethng called a quad (what is a quad?). For the additional time I would now have to wait, they would upgrade the Quad with a 500 Gb hard drive and
wireless keyboard/mouse. Great… right? Of course.
Bad news, there is going to be a significant delay. So, in addition to everything else, we’ll offer you an iPod Nano. Great. BTW, I probably lost that to the wife.
At this point, I still do not know when I’ll actually be receiving a computer, but it’s sure nice that they are taking my mind of that issue.
This is about the time when I started looking into the forums on apple.com. Great place.
I started to get a real vision of what that quad thing was that he was talking about. WOW!
Well, a couple of weeks go by, I haven’t called but about once, and when I do, the cr rep doesn’t have any clue as to when a delivery might be expected. He sounds concerned, and apologizes profusely. He then says he’s going to do something out of the ordinary and send me a 20” Cinema. WOW! What can I say?
We’ll keep in touch.
A little over a week goes by and I get another call (I have been faxing him a couple times a week with little snippets from my thoughts and of course the number of days without a Mac along with days till CHRISTmas). Anyway, he tells me that there has been an error in ordering the Quad. A 2.3 has been sent and will arrive in about a week. I can keep it or he will make arrangements to get another return label
and then we can reorder the Quad.
The 2.3 arrived while I was out of town in Minnesota, so there was an additional delay of a week before I
could get it sent back. It arrived in California Nov 25.
The Quad was ordered Nov 22 with a shipping date of Dec 7. However, yesterday afternoon, FedEx received my Quad from Apple in Fullerton, CA for next day (today) delivery. It will be on the 102nd day since my case number was opened, but time that will turn out to be well worth the wait.
Hopefully it will not be damaged in transit.

AppleCare or Customer Relations help requested

I have been a Apple customer for years. Started with a II+ followed by Mac+, MacII, iMacG3, MacMini G4, then another Mini G4, and now a MacBook Pro. Macs have worked well for me, and in return, I have bought several Apple products.
Unfortunatley, the string of luck with my Macs has come to an end.
I got on the waiting list to upgrade to a MacBook Pro as soon as they came out. By the second week they were shipping, the store called me and told me they had my MacBook. Very good service.
I get it home and first find that even though its a notebook, its NOT a laptop. Even Apple won't call it a laptop, they call it a portable. You know why? Thats because they run so darn hot, if you sit it in your lap while running, it will literlly burn your legs, and I have to put a pillow in between it and my legs.
After 3 months of using my new MacBook Pro, it started rebooting randomly, had lousy performance, and was overheating. I took it to the apple store for repair. They replaced the motherboard, heat riser, and a couple of other items and return it to me. The random reboots are gone, but it still runs mighty hot.
Take it home. Use it for a couple more months. Now it starts having other problems. Like it just randomly powers off. No warning. No battary low prompts. Just boom, and it shut off, even with a battary that has a 90% charge.
It also locks up frequently. Not completely locked up, just fits of no response. For 15 or 30 seconds, the computer just won't respond. No mouse clicks. No keyboard entry. Won't even respond to trackpack movements.
Then, after using it for a couple of hours, it gets dog slow. The same apps that ran okay right after you fired it up just start running slower and slower. It's not running out of memory, as I have 1.5GB of ram in it. For some reason, it just gets slower with use, even if you close all apps, and restart just one app. It's not whats running at all, it's just how long you use the computer after startup that effects it's performance. And no, I don't run PPC apps. I only run universal apps.
I post this information on a popular mac forum, and someone tells me that the fan is defective, the computer is overheating, and therefore, the processors are slowing down to protect themselves from generating more heat.
I know intel processor are designed to do this through their TM1 and TM2 thermal monitoring, so this makes complete sense.
I go to apple store, they do some tests, tell me that I have a bad battery. They replace it under warranty and call it fixed, and tell me to pick it up.
This may explain the random shutdowns, but it doesn't explain the constant performance problems. I told them about the overheating, and again, they failed to listen, although they did run 24 hours of testing. I guess they get so many hot MacBooks, that they don't really know when one really runs hotter than it is supposed to
I guess I'm just frustrated. I'm going to pick it up again tomorrow, but with only a battery replacement, I really don't think they have addressed the other issues, and I know I will be bringing it back in again.
As a devoted Apple customer, I am starting to loose faith. Can someone in AppleCare or cutomer relations help?

Don't take this wrong. But I'm not going to spend $60 more dollars on this computer to turn it from a portable into a laptop.
They sell these things to the un-suspecting public (at least in the beginning) as laptops. If the thing is designed wrong and gets too hot to put in a lap, then don't call it a laptop - which they don't now anymore.
I may sound stubborn here but let me make my point. Everyone wants me to spend money to cover apples less than stellar product. Buy a iLap to make up for the heating problem. Buy apple care to insure that my lemon keeps on running after the warranty 1 year warranty. Someone else has suggested that I try to debug the problem with this computer and take pride in solving it myself - and to some point, I agree with him.
But the thing that makes me mad is that I paid a premium for this computer. I was an early adopter that bought this computer in week 2. I bought this computer to move over to the intel core mac's for the extra performance they offer, and because I have had such good experiences with apple and Macs before. I'm just not going to invest more of my time in this thing. It's time apple step up and take responsiblity.

PLEASE HELP - Component Failure - Customer Relations e-mail

To whom it may concern:
I've been trying to reach someone from customer relations, but there is not an email in the web site and the call center is not very efficient. I'm in Caracas, Venezuela and I've been having problems with my 800 MHZ iBook. The computer experienced the following symptoms:
- Scrambled and distorted video
- Appearance of unexpected lines on the screen
- Intermittent video image
- Video freeze
- Computer starts up to blank screen
An authorized Service Provider determined that the component failure identified for the Expanded iBook Logic Board Repair Extension Program affected my computer.
In order to make the arrangements for the repair, the AASP needs the invoice of the purchase, which I don't have because I did it over the Internet and my father in law brought it to me from the US.
I have the web order number, the billing and shipping info, and the computers serial number. I'm hopping that Apple can send me a copy of the invoice so I can proceed with the Repair Extension Program, but it has been impossible to speak to any customer relations representative, or find an email address in the web site.
Please, please ,please, I need an email address of customer relations.
I would really appreciate any information you can give me.
Thank you in advance.

Veronica
Call 1-800-MY-APPLE, select the appropriate option, give the customer service representative your web order number, phone number or e-mail address, and they can pull the invoice up and e-mail you a copy. I'm a newbie too, so go easy on me.
Bert

Applecare address for customer relations??

Hey all, I have been trying to call Applecare for an hour now to get the address of the customer relations department there but I can't get through for some reason. Does anyone have it by any chance?
Kind of a weird question I know, but I want to write about my recent service experience (wonderful on Apple's side, terrible from the AASP's side)
Thanks in advance!

Write to or call the corporate address:
Apple
1 Infinite Loop
Cupertino, CA 95014
408.996.1010

Physical address for Customer Relations Dept?

Is there an address for the Customer Relations Dept? I've spoken with them by phone but would like to write also.
I thought I saw this somewhere but maybe it was just the address for Apple's corporate headquarters.
Thanks very much. I'm on a string of bad luck with my iMac and now my replacement eMac is going berserk.

Contact Customer Relations & ask them. If you need it right away then go to the Chat with a Support Agent website. The online chat support is available 24 hours a day, 7 days a week.

Apple customer relations

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