Apple customer service ... or lack of
ok i had my macbook delivered, charged it up, used it ect... then left it until the next morning.
i plugged in the charger and the green light just flashed.
after hours on the phone to applecare they told me to take it into the nearest applestore for a replacement or wait for apple to send me a box to be collected...ect
went to my apple store in sheffield....90 minute drive each way.
they said there was a problem with the internal board which transfers power from the magsafe port to the boards.
they had a load in stock but refused, rudely, to give me one because, basically i had already paid and they wanted to keep them in stock incase someone wanted to buy one, so they could get more money.
so i was sent home with 750 GBP worth of cardboard box.
so i rung them back, after wasting 5 hours going to the store and getting back (people who have been to meadowhall will realise the pain in the a** that is parking.)
so i ring applecare and they say its going to take two weeks !!!!!!
i need a laptop to start uni with on monday, becuase i dont fancy taking in a powermac G5 and a 23 inch display in every day.
so now after having the laptop for 24 hours i am down 25 quid for fuel 5 hours of my saturday and 750 quid for the laptop.
is this disgusting customer service or am i being too expectant of a big company such as apple
if you bought online/mail order you need to call and tell them to take it back for a full refund and at their cost
if you bought from a physical shop, just take it back and demand immediate replacement or refund
they sold you a dead one, you don't have to accept it
you've given them a fair opportunity to do what they are obliged to do
now, cooly and calmly, go for the throat
for details see the trading standards website...
http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV1016-1011.txt
if you need further advice, call your local tso
if you bought on credit card, also complain to the card company, they are jointly liable
fyi i would never buy anything expensive online from apple, too many bad experiences of poor apple service
imho apple products are great, but i find apple uk service far inferior to that of resellers (such as micro anvika and john lewis, yes this is a hint of where to go with your refunded money!)
Similar Messages
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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/ -
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! -
Apple Customer Service - Where can you find it?
Why can't you contact Apple support, the automated system ask a question then automatically gives you a bogus high call volume and hangs up on you. Frustrated, On the 12th I stayed up most of the night to pre-order, at 3am on the morning of the 12th the website was not available, I ordered a 6plus around 9:00am. The conformation said 1 to 2 week delivery, and I spent $1,000.00 for the 6 plus, when I went back to check the order status it now says 3 to 4 week delivery. Then I tried to contact Apple Customer Service "what a Joke" to see if I could expedite shipping, it is impossible to get someone to actually talk to you, when you follow the instructions of the voice automated system and provide the answers the system ask, it then says call volume is to high, I have done this three days in a row, and get the same message regardless the time of day. I ordered the 6 plus because my corporate team asked if they can switch from the droids. If this is what Apple calls Customer Service, I will think twice about ordering X,XXX plus phones. What happen to Apple, they use to be service oriented. If you can't speak to someone about issues, and needs, then the phrase CSR Customer Service is invalid, and does not exist my world. If I treated my customers this way, I would lose $500mm in business. What a hype, take the order, then change delivery several days later.
Did you call the 1 800 MY APPLE number? Or try chat on the Apple store site?
https://secure2.store.apple.com/us/sign_in/order?c=aHR0cHM6Ly9zZWN1cmUyLnN0b3JlL mFwcGxlLmNvbS91cy9hY2NvdW50L2hvbWV8MWFvc…
Other than this, there isn't anything your fellow users here can help you with unfortunately. -
Congratulations Apple Customer Service!
So, like a good little Steve Jobs acolyte, I sat around patiently waiting for the latest iPod Updater, vainly hoping that Apple would take the opportunity to fix a HIGHLY annoying bug that is exclusive to the iPod 5G software.
Alas, I should have known better. While renowned for its ability to make beautiful, easy to use, dare i say life changing computers and computer peripherals, Apple is also infamous for its SUCKY customer service.
I'm not talking about a wish list for touch screens, iPod phones, etc. I mean a bona fide problem with the software.
In a nutshell, this weird glitch is as follows: if you have an artist with two songs, only one of which has album info in the tags, then when trying to browse your music by "Artist", ONLY THE SONG WITH ALBUM INFO SHOWS UP. The other song is there - you can get to it by browsing by "Songs". Not a big deal if you have only a 100 songs, but when you have thousands, with many that are single tracks with no album info, this presents a problem. A HUGELY annoying problem. I know from testing that the nano, mini and prior versions of the iPod do not have this problem. Only the 5G. Oh, careful internet searching reveals that others have this problem too, so it's not just my unit.
Emails (note plural) to Apple customer service have gone unanswered. And whoever coined the term "Genius Bar" has a truly demented sense of humor.
Again, congratulations to Apple for living up to their standards of mediocrity for customer care. You should be proud!!While I appreciate the spirit of this post, especially as my original post was admittedly snarky, I must point out...
High customer satisfaction DOES NOT EQUAL good/great customer service.
Customers should be satisfied with the iPod right out of the box - it's a great product. And Apple surely deserves the brand recognition - it has created something with deep cultural resonance. These are the items pointed out in your news release.
But who are we kidding? How many customers had iPods that were expensive paperweights once their batteries died. Apple initially refused to replace these batteries, much to the chagrin of those users (I applaud Apple's decision to reverse course on this). There are other instances of poor customer SERVICE that I won't bother to point out. -
Complete apple customer service incompetence
Well, I'm not sure where to post a statement like this but here goes...
At the beginning of September, I had ordered a new 15 inch macbook pro from apple with the quicker hardrive, which proceeded to arrive within the the next week (good job there). The problem came when the trackpad and keyboard started to sporadically cease responding (while external keyboards and mice would function just fine). Eventually they stopped working all together. This was within the first week of owning the computer. After taking it to the nearest apple authorized dealer/repair shop, the computer was diagnosed with an extremely rare bug/flaw. Apple decided to take the computer back and do an exchange. The problem was, in order to send the computer back, I still had to wait for the special fedex shipping labels from them to arrive. After about a week the labels had not yet arrived, so apple gave me the special numbers without the label to get the computer shipped out any way. After the computer started its trip, Apple, given the tracking numbers was going to expedite the replacement to get things done as quick as possible. Its now October first, a month later, and I still have no Macbook Pro (which was going to be my college computer). Now it turns out someone at Apple customer service screwed up and cancelled sending out the replacement upon also canceling the labels that wouldn't be needed. So now the new computer was supposedly given the order to get sent out today, how long will it take this time? By the way, those labels arrived just last week. So now they obviously have the messed up computer, and my money, but I still don't have anything (except $50 dollars put back on the credit card). When does this start getting called theft?
I love Apple products, I've been using them my whole life, but this is the worst case of incompetence in the case of customer service that I've ever seen.check out my posts about the same issue in the macbook section. I ended up going to a macbook pro. feel free to email me for some serious comments!
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Rate Apple customer service for me
I'm a new user and finding Apple customer service very un-responsive to resolving a problem I had with an unrecognized charge to my account. Account has been disabled and I have no access while they "investigate." I have given new credit card but that isn't speeding things up. All for a $1.29 charge! I'm not impressed but stuck with them if I want to keep my iPhone! In general, is there usually satisfaction with Apple? Or is there general dissatisfaction with their customer svc responses?
Apple has been rated #1 in customer service for a few years now.
With millions of iTunes customers, ther are bound to be some that have issues.
Usually they are pretty good about getting things sorted out. Respond to the previous email you received and give it 48 hours for a response.
problem I had with an unrecognized charge to my account.
You did call/write your CC company and dispute this charge, correct? -
My i-phone 5s is not charging because of Sunken pins where the socket is plugged. According Power Mac Center at Green Belt3 even my warranty still open until 30 October they cannot do nothing and refer me to a Toll Free Apple customer Service number in Singapore!!! ..my question for what are they there? not alt all very friendly and helpful!!
Send an e-mail with all this in it directly to Tim Cook. Seriously. You can send e-mail to him.
You might also try this forum here for more ideas: http://forums.macrumors.com/index.php? -
Defective Batteries and Apple Customer Service
I just spoke with Apple Customer Service today about the battery in My MBP 2.16CD, which is, according to them, defective. However, since it just recently became unable to hold a charge, and is 1 month out of warranty, they will not replace it. This is despite the fact that it only has 99 cycles on it, and will only hold a 1800mAh charge!
I am very dissapointed that they would admit that the product is defective, but not offer any recompense. I know its out of warranty (by 1 month, it was a replacement battery) but it seems dodgy that they would refuse any sort of service. Has anyone had similar experiences? Is there any consumer legislation that can be brought to their attention?Hi,
I have the same experience with a dodgy Customer Service. At a service point in my city they told me that they would repair the battery for free, but since i bought it at apple directly i should first asks permission via Customer Service. And after a 30 minute wait on a mobile phone they told me; out of warranty even though 70 loading cycles is not normal for a mac-book-pro battery. I send them a letter, but no response. They like to tell you that since its a battery, you can never claim more than the 1 year warranty; which i think is nonsense, since it is an advanced power device with its own set of chips en led indicators that happens to hold a battery. Anyway; very frustrating indeed to communicate with the boys and girls from Customer Service, and no positive result. It was my first experience with them [and i'm using apple since 1990!] and so far so bad. -
Apple apps store do double charged me for only one application purchased and i can't find an email of apple customer service.
<Email Edited By Host>These are user-to-user forums - I've asked the hosts to remove your email address from your post.
Tou can contact iTunes support here : http://www.apple.com/support/itunes/contact/ - click on Contact iTunes Store Support on the right-hand side of the page -
I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......there was some cosmetic problems with the screen of my Mac book pro....they replaced it but the computer would not turn on....and btw when I went to pick up my computer the representative handover my computer to another guy without checking his id who was there to pick up his phone.......then I had to take it back second time this time they messed up my iWork...I took it back but they couldn't retrieve my history of purchase of iWork...and then when I installed the iWork at home...none of the applications is working.... .I will have to take is back fourth time.....I loved apple products but may be not anymore.......
Other than what Shotist007's remarks (which solves nothing) your experience is not common. First I would speak to the store manager to get things rectified for you. If that doesn't work out then I would contact AppleCare and speak to a customer service representative and complain via that venue.
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Why the apple store taken more amount more than the amount written on their prices? Is there any one who can help me to contact the apple customer services. Thanks!
Some country's might not include tax in their prices, and if you changed or added your credit card details whilst making the purchase then a small temporary holding charge may also have been placed - in which case that should disappear within a few days (http://support.apple.com/kb/HT3702). Some apps also then allow you to make in-app purchases (though you can disable that via Settings > General > Restrictions)
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Need help contacting Apple customer service to order Leopard—if available
For the last couple of days I have been unsuccessfully trying the various phone number for Apple customer service given on these board by several very helpful contributors. I've also tried the numbers listed on the Apple web site.
The recorded announcements say either that I have reached a texting number or a discontinued number that is no longer in service.
Does anyone have a valid number?
I need a leopard retail install disc for my G5 Quad and for my MDD Dual G4, just in case I should ever need Leopard. I'm sticking with Tiger on my main boot volume, as I want occassional access to Classic.
Thanks in advance.
rgc
Message was edited by: Ramón G CastañedaBDAqua wrote:
Great deal, do let us know!
Well, well, well… I got the Leopard 10.5.6 install package from eBay-seller "Mac-Central" (link above). This is what they do: They take the "Mac Box Set Family Pack"—available, for instance at Amazon for $230 ( http://www.amazon.com/Mac-Box-Family-Pack-VERSION/dp/accessories/B001AMLQ6O )—which is a Mac software bundle consisting of three packages, the Leopard 10.5.6 install retail disc, iLife 09 and iWork09, and divide it into three separate items.
What I got was the Leopard 10.5.6 install retail disc from that set.
Of course, it does work on all my Macs, from the beige G3 tower with a Sonnet G4 processor upgrade, through my MDD Dual G4, the G5 Quad and the Intel MacBook.
I suppose this is legal, and at least it serves my purposes.
They include a one page note that says, in sum:
"As advertised, this is a family pack. This piece of software came out of a sealed Mac Box Set Family pack…
"We guarantee that your software is a family pack and that you will get all 5 installs…
"Also as advertised, Apple does not supply a serial number with this product.
"If you… [want] to register… the product number on the outer retail box… MB998Z/A.
"Thank you so much, the guys at Mac Central"
So, that's what it is. For US $135.99.
< sigh… > -
I was not given the option to purchase applecare + with iPhone 5.I tried calling Apple customer service, the automated process took my info but then came back and said too busy to help you now. How can I buy it now?
You should call Apple but you should get an email from Apple. I got one a few minutes ago and this is what they said about AppleCare+ :
Thank you for your recent iPhone 5 purchase at the Apple Store.
We would like to let you know that every iPhone comes with one year of hardware repair coverage through its limited warranty and up to 90 days of complimentary support. AppleCare+ for iPhone extends your coverage to two years from the original purchase date of your iPhone and adds up to two incidents of accidental damage coverage, each subject to a $49 service fee.
We noticed you weren't given the opportunity to add AppleCare+ to your iPhone. If you would like to extend your coverage for only $99, please reply to this email by September 21st.
After that date, if you would still like to purchase AppleCare+ within the first thirty days of receiving your iPhone, you can call AppleCare at 800-MY-IPHONE or visit an Apple Retail Store.
Thank you for shopping with Apple.
Sincerely,
Apple Online Store Team -
contact from my phone book just disappeared.dont know how ..and it happen second time in 1 month time. Apple customer service in India is crap... Sorry to say but 700 contacts got disappeared.can someone tell me how to get this contacts back on my phone.plz
the same problem happened to me also, i felt that while playing hay day, if some calls came in between and if i answered the call, the setting of all the icloud items turns off. (i have backup of all the items on icloud), after deleting the account and making settings of mail, contact, calander etc on on mode and after rebooting the phone, it again download from icloud server. but it is just a headache. do not know how to handle this.
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No Customer Service and lack of product display
Today I made the trip to our local best buy in Lexington Park(California), Maryland where we have bought all of our tv's and electronics. We have decided to get a new 70 in led tv for our living room. My wife and I were very disappointed in the displays at the store. They didn't have any tv's on display that were bigger then 60 in. We waited over 20 mins for a sales person to come over and ask us if we needed any help which never happened. It was around 10:30am on a Monday morning so the store definitely wasn't busy, it is a small store and we noticed there was only one other couple in there at the time(which also no one walked over to them to ask if they needed help). I saw 4 workers just standing around on the floor talking, there were 2 at the door as "greeters" who weren't doing anything. So after their poor customer service and lack of displays I will never buy a tv from Best Buy again. Also it doesn't say much when we went to WalMart and found multiple 70 in tv's on display & in stock which were cheaper than Best Buy online and in store, which is saying a lot because our local WalMart NEVER stocks anything. I thought Best Buy was an electronics store?
Hello Drumm42,
Thank your for taking the time to write to us! It is ever our goal to ensure that you get the help you need when you visit one of our stores. I regret that our representatives at the Lexington Park store didn't take that aspiration to heart when you visited recently. I know that I would be -- and have been on some occasions -- frustrated by such neglect.
Considering that you weren't able to find a selection of TVs in the size you were hoping to purchase -- and the lack of attention from the store's staff -- it sounds like your overall experience was far less than ideal. I realize that you weren't approached while in the Home Theater department, but did you speak to a representative or manager about your experience?
John|Social Media Specialist | Best Buy® Corporate
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