Apple customer service representative says: "FaceTime is not good. Don't use it."
The other day my friend and I were trying to chat using FaceTime. She keep getting connection error. We were both on WiFi network. Both of us have our Apple IDs set up on the phone. In the past I successfully used FaceTime to chat with other friends, so the problem is likely at her side. She called Apple's customer service number in her area (China), described the problem. To her surprise, instead of being asked about the details, she was told "FaceTime is not good, don't try to use it." If this is really Apple's official attitude towards FaceTIme, why would it release this product? Or, is FaceTime suppose to be only among US users?
I doubt if that is Apples official position, and it is a shame it was said to your friend.
Your friend is in China, where are you? I ask because the longer the distance between network connections the more likely connection errors can occur.
Similar Messages
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Att: Apple Customer Service representatives - iPhoto order problem
Hi,
I've had the following problem using the iPhoto book ordering system:
Last week, I decided to make a photo book in iPhoto and buy several copies of it to use as christmas gifts. I bought the most recent version of iPhoto from the App Store even though I had an earlier version installed, just to ensure reliability and the most up-to-date features. After this, I made my book and on wednesday evening, tried to order it several times, with iPhoto telling me my order couldn't be completed.
On thursday morning, I tried once again ordering the book, and this time, iPhoto tried to upload my book. In the end, iPhoto gave me a message worded something like "Your order could not be completed. Try again at another time". So I waited a bit and tried again, and I got the same error message.
Later in the morning, however, I was sent 2 order confirmations from the Apple Store, both for 5 books. I only need 5 in total, so I tried cancelling the last order, but the order website said that I could not cancel the order as it was being processed - this was only some 15 minutes after me receiving the order confirmation. I tried phoning Apple in Denmark, and their phone pointed me to the iPhoto website, which had no relevant information whatsoever. I tried finding information on the web and responding to the order email. No help here either, the email was bounced, and I could not find anybody else who had experienced this problem. I decided I would cancel the payment for the last order with my bank and return the 5 extra books.
In the days since thursday, the payment didn't show up in my bank statement, and thus, I was beginning to think that maybe my order confirmation email was an error on Apples part, and my order wasn't completed after all. However, the delivery man came to our house today, and my girlfriend signed for both packages (she didn't know why there was two packages). I will be keeping five of them, and you can have the last five books back - I will be cancelling the payment for those when it shows up in my bank statement. After all, I would have never ordered them if your system had worked and given me the correct message after the first order had gone through.
Please contact me by email in order to arrange the pickup of the surplus books.
Kind regards,
ChristianYou could try contacting Apple through Express Lane. Click on Mac & Software > iLife > iPhoto. Good luck
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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! -
Can anyone give me a contact email for Apple Customer services?
I would rather not rant on here!Apple Store Customer Service at 1-800-676-2775 or visit online Help for more information.
To contact product and tech support: Apple - Support - Contact Apple Support.
For Mac App Store: Apple - Support - Mac App Store.
For iTunes: Apple - Support - iTunes. -
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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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? -
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 -
I would like to talk to a customer service representative for Apple in Australia what is the phone number
emiilygracekickass wrote:
A contact number.
Yes, I understand.
Click the link I supplied to find a contact number.
Also, at the bottom right of every page on Apple's website, there is a Contact Us link. -
APPLE customer service for ipod touch
sorry if this is a bit dragged out post, but i'll limit it to as short as possible.
bought my daughter an ipod touch for last christmas which has always been inside a hard case and never been outside and is like new when out of case(for cleaning).
last month or so it developed a small prob with sound not playing on some tracks(posted in here also), i sent it back to apple for repair, they sent it back saying it was software issue and they updated software accordingly, within days of recieving it back it started to develop another problem with the screen flickering on and off and the totally stopped responding to touch,called apple again to inform them of this and they asked for it back,sent it back again(only using their package service & UPS courier) i recieved it back a few days later with a very crude note stating they will not be repairing it because it has been subject to abuse/neglect in the form of liquid damage. no explaination as to what has been damaged or even cost of repair. i know for a fact 100% this has not been near water or any liquid, i have asked apple for an explaination and sent them 3 letters of complaint which they do not answer,i have now contacted consumer direct uk, they are advising small claims action.
anyone have similar problem or any advice they can offer? looking on consumeraffairs.com this seems to be a regular tactic of appleIf the water sensor has been triggered, Apple will refuse warranty service. You state that the iPod has never been exposed to moisture. I'm not saying that you would not tell the truth, but many people claim that a unit hasn't been abused only to find/admit later that it has, so your protestations will probably be in vain. Apple will point to the sensor being triggered as hard evidence that it has indeed come in contact with moisture. Heck, unless you've had the unit in your possession 24/7 since you got it, you can't even with certainty say that it hasn't; many children have, for instance, inadvertently and sometimes unknowingly had a spill in a backpack that damaged some electronic device.
As others have suggested, you can try taking the unit to an Apple Store and discussing the issue. You can also call the Apple tech support line and asking to speak with a customer service representative. But I would guess that neither route will be of any use; Apple sees the moisture sensor triggered and that ends the matter for them.
You can see your options for out-of-warranty service from Apple here:
http://www.apple.com/uk/support/ipod/service/faq/#warranty6
They have flat repair prices for iPods which you can see here:
http://www.apple.com/support/ipod/service/prices/#uk
Alternatively, you can pursue repair though third-party service providers. Whether or not those would be more cost-effective I can't say.
Message was edited by: Dave Sawyer -
I'm trying to reinstall Mavericks on used Macbook Pro. When I log in to my Apple ID, it says it was not the same ID used to purchase Mountain Lion. I need to change user/admin as a lot of the folders and apps are in Chinese!
The first thing you should do with a second-hand computer is to erase the internal drive and install a clean copy of OS X. How you do that depends on the model. Look it up on this page to see what version was originally installed.
If the machine shipped with OS X 10.4 or 10.5, you need a boxed and shrink-wrapped retail Snow Leopard (OS X 10.6) installation disc, which you can get from the Apple Store or a reputable reseller — not from eBay or anything of the kind. If the machine has less than 1 GB of memory, you'll need to add more in order to install 10.6. I suggest you install as much memory as it can take, according to the technical specifications.
If the machine shipped with OS X 10.6, you need the installation media that came with it: gray installation discs, or a USB flash drive for some MacBook Air models. If you don't have the media, order replacements from Apple. A retail disc, or the gray discs from another model, will not work.
To boot from an optical disc or a flash drive, insert it, then reboot and hold down the C key at the startup chime. Release the key when you see the gray Apple logo on the screen.
If the machine shipped with OS X 10.7 or later, you don't need media. It should boot into Internet Recovery mode when you hold down the key combination option-command-R at the startup chime. Release the keys when you see a spinning globe.
Once booted from the disc or in Internet Recovery, launch Disk Utility and select the icon of the internal drive — not any of the volume icons nested beneath it. In the Partition tab, select the default options: a GUID partition table with one data volume in Mac OS Extended (Journaled) format. This operation will permanently remove all existing data on the drive, which is what you should do.
After partitioning, quit Disk Utility and run the OS X Installer. When the installation is done, the system will automatically reboot into the Setup Assistant, which will prompt you to transfer the data from another Mac, its backups, or from a Windows computer. If you have any data to transfer, this is usually the best time to do it.
You should then run Software Update and install all available system updates from Apple. If you want to upgrade to a major version of OS X newer than 10.6, buy it from the Mac App Store. Note that you can't keep an upgraded version that was installed by the previous owner. He or she can't legally transfer it to you, and without the Apple ID you won't be able to update it in Software Update or reinstall, if that becomes necessary. The same goes for any App Store products that the previous owner installed — you have to repurchase them.
If the previous owner "accepted" the bundled iLife applications (iPhoto, iMovie, and Garage Band) in the App Store so that he or she could update them, then they're linked to that Apple ID and you won't be able to download them without buying them. Reportedly, Apple customer service has sometimes issued redemption codes for these apps to second owners who asked.
If the previous owner didn't deauthorize the computer in the iTunes Store under his Apple ID, you wont be able toauthorize it under your ID. In that case, contact iTunes Support. -
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. -
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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I was hung up on by a customer service representative and am sitting here with no one to help me
I was hung up on by a customer service representative after waiting 43 minutes. I am sitting here with no one to help me. There is not even an email to contact anyone with my comolaint
I was hung up on two times in a row today, a few seconds after I told them I had a problem with my purchase history. They charged me 18 bucks when they should have charged me 2 bucks. I had an 18 buck purchase half a year ago, but a couple days ago I only bought 2 songs. I was hung up on 2 times in a row, back to back, right after I mentioned what had happened. I don't think it was a dropped call! It's really starting to **** me off. I am about to remove all my ccard info and get rid of everything apple on my computer.
They are so big that they can stomp on the little guy like me and I can't do anything about it. If they are going to charge my card for whatever price they want, then screw them! -
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… >
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