Complaining about Apple's service and getting results

I have been through **** and back (well not back yet) dealing with AppleCare to get my iMac repaired (3 weeks and counting...). There's no point in my getting irate with the poor techs and customer reps that have no control over policy...how can I get in contact with a person that has some accountability for quality assurance and customer care to address grievances?

My confidence in Apple and my satisfaction with Apple products and services has been severely diminished recently due to a series of disappointments, misleading and deceptive advice, misleading and deceptive statements made on the web site, errors in effectively processing online purchases, and failed customer service.
This has been, and still is, a very unpleasant experience.
I am very disappointed with the Lion OS, Apple online store, ITunes purchase processing, new version of the MacTV and overall performance of the Time Machine / Time Capsule.
As an investor, I believe that this is a sign of what may be ahead.
I am loosing confidence. I believe that the growth and positive direction that Apple has experienced and enjoyed recently may not be sustained.
There are too many internal issues, failures and loss in customer service that will eventually overcome this positive period and change consumer sentiment.
I am only one person. I have had a terrible run of negative experiences that remain unsatisfied.

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Please help. I need to register a new itouch for my daughter but confused about apple id's and getting all her stuff transferred to the new itouch from the old one. Plus I want her to have her own apple Id

My daughter has an old itouch, she uses my apple I'd. I just got her a new I touch, and want to register it, but give her her own apple Id. I just backed up or synced her old itouch to the computer and now I am setting up her new one. If I give her a new apple Id will she then loose all her apps and songs from her old itouch? Please help!! I thought it was supposed to say something like restore from back up or something like that? Maybe that is a next step after I give her her own apple id?

https://register.apple.com/cgi-bin/WebObjects/GlobaliReg.woa [register an Apple Product]
https://appleid.apple.com/cgi-bin/WebObjects/MyAppleId.woa/wa/createAppleIdForIK B?localang=en_US&path=%2F%2Findex.jspa [create new apple id]
You must be logged in to register an Apple Product
Message was edited by: michael08081

When I attempt to install iTunes I get an error message about Apple Support Service needed to run iTunes.

What is Apple Support Services and where can I get it so I might download iTunes?

Apple Support Services
What's the precise text of the message, please? (There's an Apple Mobile Device Service, and Apple Mobile Device Support, and Apple Application Support ... so it's not clear what you might be having trouble with at the moment.)

I read many people complaining about Firefos 4.1 and since they occurred and my constant interruptions I uninstalled 4 and returned to the excellent FF3.6 in Српски

I read many people complaining about Firefos 4.1 and since they occurred and my constant interruptions I uninstalled 4 and returned to the excellent FF3.6 in

The fix was to completely remove all Apple Software following guides in previous posts.
Then download and re-install latest iTunes 64-bit, making sure to Run As Administrator.
This fixed it. Now the next thing seems to be that as I move from one device to another to close and restart iTunes between each one. Treat it gently. It seems to break easily and a lot.

New iMac 27" and just plugged in a Apple USB superdrive and get message, "Because a USB device was drawing too much power from your computer, one or more of your USB devices have been disabled." I am trying to load Office mac2011 what to do?

I have a new iMac 27" and just plugged in a Apple USB superdrive and get message, "Because a USB device was drawing too much power from your computer, one or more of your USB devices have been disabled." I am trying to load Office mac2011 what to do?

If you just bought the iMac and the Sjuperdrive take the superdrive back and get a refund. The by any other brand external DVD drive that connects by USB and try that. Most come with a Y USB cable to allow you to connect to 2 USB ports to supply enogh power to the drive IF Needed.
Or take both back and get a refund on both, you have 14 days to return it no questions asked, and buy another iMac and some other brand external DVD drive.

How do I insert new record and get results on a landing page

how do I insert new record and get results on a landing page

It's not clear from your post what you are asking. In a SQL database, you use the INSERT statement to insert a row into a table. You use the SELECT statement to retrieve rows. Here's some basic info on how to do that within PHP
PHP MySQL Insert Into
PHP MySQL Select

Help - I turn my Apple air on and get a message asking for my keychain password - I enter my password but it doesn't work. I've never seen this before. What do I do?

Help - I turn my Apple air on and get a message asking for my keychain password - I enter my password but it doesn't work. I've never seen this before. What do I do?

This may help.
http://support.apple.com/kb/TS5362?viewlocale=en_US

HT1600 turned my Apple TV on and get continuos flashing light, on my tv I get a picture of Apple TV unit with a cable coming out and a large iTunes icon

turned my Apple TV on and get continuos flashing light, on my tv I get a picture of Apple TV unit with a cable coming out and a large iTunes icon

http://support.apple.com/kb/HT4367?viewlocale=en_US&locale=en_US

Where do you get the meial address to complain about really poor service

Where do i get the email address to complain about very very poor service in Bristol uk

I found the address and phone numbers!
I called 408-996-1010. You'll have to add the country code if you want to call this number. They told me to write to:
Apple, Inc.
Attn: Corporate Relations
1 Infinity Loop
Cupertino, CA 95014
I did at the begining of March. I receved a call from an Apple rep at the end of March, the caller left me a voice mail. I called returned the call withn 5 min left him a voice mail and never heard back from them.
Best of luck!

Complain about apple line Egypt

Dear Mr./Mrs.,
I'm filing this complaint hoping that it will get the appropriate care from your kind side
I would like to complain to you about your service center in Egypt "Apple Line". I bought a New iPad3, 32GB, 4G/Wi-Fi-with serial number #DMPHPEY9DVGH on July 13th, 2012 from Mobinil - one of Egypt's mobile operators.
Ninety days later, I started to have a problem with the main bottom (Home). I visited "Apple Line" on September 12th, 2012 to address this problem. They inspected the device externally and said that the main bottom is fine and sprayed it. They said that shall this problem re-occur; they would take the device and replace it with a brand new one.
And as I expected, the problem re-occurred and I visited them once again today, November the 13th, 2012. They told me that they will have to take it in and keep it under inspection for 48 hours and then decide what they will do about it. When I objected and tried to remind them with their earlier promise about replacing the device on the spot if the problem re-occurred they started yelling. I told them that I would refer to Apple and submit a complaint, they said: "Go ahead!"
Hence, here I am sending you this e-mail, hoping that you will be able to help me with this problem in the fast and efficient way that fits Apple's name and reputation. I am eagerly waiting for your feedback hoping that it would include a proper solution to this problem. Thank you in advance for your cooperation.
NB:
This problem doesn't appear continuously so how could i show them that am suffering.
The names of the gentlemen i met
Mr.Alaa Yassin .(at the first time he was very decent and respective guy but he he disappointed me for the second time as he changed his words with me)
Mr. Mohamed Fathy.
Sincerely,
Mohamed Almaadawy
EGYPT
CAIRO
00201200881311
00202222255975

Pls I need forward this complain for them pls help me on this I could do this
Dear sirs,
I'm filing this complaint hoping that it will get the appropriate care fom your kind side, I purchased an IPad 3 last July and it was under the warranty of "Apple Line " in Egypt, after two month I started having problem with the circular button Below the screen once I use the device for an hour or more continuously , so i directly I went to the maintenance center of "Apple Line " where they tried to check on the problem byt to accept the device for maintenance but due to the fact that this doesn't appear continuously all the time but only when used for an hour or more as mentioned above.
So I asked him to help as much as he can , so he used a kind of spray on the button and I left , it worked properly since then till a week ago when it starts having same problem gain, so I went again today to the maintenance center and for shame I got same answer, and when I told them that hy have to substitute the device with another one as its still covered by the warranty , they told me i can file a omplaint or leve it for 2 days to test.
I'm really can't believe that this is the international Apple policy and rules.
Kind regards,
Mohamed Abdo
Sent from my iPad

How can I get Apple's Attention, and get a new screen for my PowerBook?

Here's the problem, I have these pixels that won't turn completely black, they do every other color but black, and they're all over the screen. I have 26 of them to be exact. Some are brighter than others, some are green, others are varying shades of blue when I have an all black screen on. Some go away after the laptop has been off for a period of time, but during 2, 3, 4 hours of use, they begin to emerge again. I also have a white spot similar to the PB15" problem. I have taken this to the Apple Store at Eastview, and they claim it isn't serious enough of a problem for them to look at. They give me a lengthy talk about how there is a "certain number that they look for." And I reply with "I go to school for art, I look at images for my classes on my computer daily, color IS important to me." I also tell them that under florescent lighting, the severity of the problem is less visible, mainly because I do my work under halogen based lighting and low light situations. I have also said that I will buy Apple Care if they replace my screen. I am really serious about these little "anomalies" and I really would just like a screen replacement. I really wouldn't take two hours out of my day to have someone look for a problem that does not exist.
So if anyone has any recommendation as to how I can get this issue resolved quickly and without any tooth pulling, I would appreciate it. I have been a mac user for close to 14 years, and this has been probably my worst mac experience so far, I really hate to tarnish my record with one little issue.
Power Mac G5 Dual 1.8/12" PowerBook 1.5 Mac OS X (10.4.5)

I took it to a different Apple Store, this time, they admitted that they saw the lighter pixels over dark screens. They said it doesn't effect the overall usability of it enough to warrant a repair. They also saw the white spot, however, they claim it is because I had exerted pressure on the screen, not because of the same issue as the 15" Powerbooks. I carry my Powerbook in one of those neoprene Tuscano cases, and then I always put it in a padded laptop case separate from all of my other gadgets and utensils, I highly doubt it was because I mistreated my Powerbook.
This whole situation has left me very frustrated, I am just going to throw in the towel. I wouldn't go through all this trouble if it was truly minor issue, but for the work I do, it is a huge one. I will say this though, when I buy my next Mac, and I am offered Apple Care, I will refuse. There is absolutely no point in purchasing it if they won't repair my Powerbook when it is within warranty. Why should I pay extra when they still won't replace it two years later? This has been the worst Apple experience in all my years of owning a mac. Will it stop me from using them? No. But it does reduce my satisfaction with their customer service.

Does apple provide service and repairs internationally?

I am presently in the US and about to purchase iPhone 5s in the coming week. In November I am moving to India for some work. After going through the apple communities I have found that Apple is not providing international warranty. So if that's the case will they provide service and repair if I am ready to pay for it? (considering the warranty is not applicable in some other country)
Thanks.

No, Apple India will refuse to work on an iPhone purchased in the US -
either under warranty basis or as paid repair. They will not have any
replacements for iPhones from other markets (iPhones are generally
replaced except for a few repairs that are made in individual - not all -
Apple locations. Buy your iPhone in India when you get there to avoid
problems.

Is it fair to pay for one year service and get only one trial?

Why am I only allowed to convert one file from PDF to Word when I have paid a whole year's subscription (US$19.99) to do just that?

OK, So after waiting on hold on the phone for an hour and getting mad I got ahold of someone here on live chat and got disconnected but have an answer for everyone and a solution! Here it is so you don't have to go through the same thing,
It takes 24-48 hours for your payment to clear in order for you to be able to use the program. (I told them it should clearly state this on there)
Then I asked if there was a way to get one or two more conversions for now and was told to use the 30 day FREE trial version of "Acrobat XI Pro" I was told by adobe customer service just now that this has the same thing included in it.
So if you only needed it temporarily you can get a full refund for "ExportPDF" within 30 days of original purchase sine you can use "Acrobat XI Pro" FREE 30 trial version anyways
Good luck everyone. I still say we all complain about not being notified about the waiting period to use our PAID software though

Apple Customer Service and warranty exceptions

Hello all,
Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
*The replacement of the battery under the original MacBook Pro battery exchange program
*The left fan on the unit dying in 2007
*The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
*Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
*Statutory conditions (goods)*
The Trade Practices Act implies the following statutory conditions into consumer contracts:
* The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
* The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
* The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
* You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
Love to hear your points of view on this one; thanks for taking the time to read it!
Cheers,
Dave.

Dear meacod
I have live the same, except that I Cure my MBP before it goes to die.
A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
good luck

Can I complain about the Customer Service here?

I just had a very measured conversation with the Service Repair people, but there were a few things that struck me as utterly ridiculous. So if Lenovo is interested in understanding the customer perspective, I thought it would be a good idea to share.
I bought a IdeaPad s10-3 netbook a little under a year ago. I did extensive shopping around to find a machine that was not only a good deal, but that would be more than the piece of crap netbook that my sister has (she has an HP). I liked the s10-3, and despite the Lenovo reputation for bad customer service and questionable quality for their non-Thinkpads, I bought it.
I absolutely loved it for the 9+ months that I had it. It was good to surf the internet and write e-mails, it had an excellent battery life, it was very portable, and it could handle Microsoft Office. Apparently I loved it to much. I took it too many places. Because despite placing it in a memory foam carrying case when I took it around, I found that the cover (basically the screen) was misaligned when I closed it. One of the plastic hinge covers had broke.
The plastic had broken off the bezel and it was no wonder that the stresses was centered on that piece - there wasn't much else holding the hinge in place. Once that plastic was gone other plastic parts started to snap out of place.
"Okay," I thought," this netbook was fairly cheap, I guess eventually the plastics had to fail." I just thought that less than a year was a pretty short lifetime. I remembered that the warranty covered a year, so I sought to find out if it would be covered and how I could get it fixed. I thought about just gluing the piece back to the bezel and snapping everything back in place. But hey, if it was still under warranty, why not get it professionally fixed?
The first time I called the Support Center, the technician couldn't find my warranty because his system was down. He asked me to see if there was another Serial Number, which there wasn't. He told me he would call me back with the system was up again. He did not.
I called again, armed with the necessary information: Serial Number, Model, Type, Product ID, anything that identified my machine. This time, the technician was able to get my information and I explained the problem. I told him I thought the machine was still under warranty and he told me to send it in. I asked if I could just take it into a local Service Center but he said, no, it had to be sent to their center in Texas. He said they would take care of everything, unless they found that it was the product of abnormal use (i.e. I took a hammer to it).
I sent it in (for ~$20). So, done deal, I thought.
Nope, I got a call a week later. Apparently the hinge is not covered by the warranty. Only hardware is covered. So Lenovo doesn't have to replace or repair the cheap, superficial plastic outsides, but just the expensive, important insides. I had thought that this might be a possibility (despite the fact that the technician said that the warranty covered it), but the part I want replaced was plastic, so how expensive could it be?
Apparently, as much as the machine. Seriously. They wanted to charge me $300 to replace the bezel. I asked if it was that expensive because the LCD screen needed to be replaced. Nope, just the plastic parts. As a customer, it's ridiculous to pay that much to replace superficial, cheap parts. So I told them I wouldn't pay and that they should just send the machine back to me.
I also told them to make sure that they send back the plastic hinge so that I could repair it myself (super glue ftw!). The technician on the phone with me couldn't (or wouldn't) guarantee that they would send the hinge back. She kept asking if I sent it with the machine (I did, and I mentioned so in the letter I sent with the machine) and that she didn't know if the technician working on my machine had kept it. I explained why I wanted the hinge back and asked if there was anything that she could do for me if they didn't send it back. She stammered. I understood that she couldn't personally make sure that the hinge would be in the box with my machine. But really, couldn't she do anything to help me?
So instead of simply gluing the piece back and having a working (with less structural integrity) netbook, I'm already out $20, plus the time it took to call the Center and package and ship the machine, and I might not even be able to repair it myself!
I would have been infinitely better off if I had decided to trust Lenovo's Customer Service reputation and fix it myself. Or if I was simply told in the first place "Lenovo's warranty doesn't cover that."
Let's hope that my brand-new ThinkPad t420s never has to get serviced. Or maybe next time I should just get a MacBook.
Case Number WN378375

Well that settled it. I WILL NO LONGER BE BUYING LENOVO. My dad disapproved of me buying Lenovo over (what he perceived as) superior quality American products, and I disagreed - but not anymore. Some of Lenovo's policies are seriously idiotic.
I just got off the phone with their Repair Center/Customer Service line. I asked for his supervisor, since I was sure that the Support Rep. couldn't do anything for me. After a delay, I finally got to explain why I was calling and ask if there is anything that he could do for me. I told him that a customer has a reasonable expectation that sending in a machine should make the situation better, not worse. He kept saying "Unfortunately, we cannot give out free repairs..." But I wasn't asking for a free repair. I just wanted SOMETHING, ANYTHING other than a pat on the back and a "So sorry, pal" kind of attitude from a company that just screwed up. He said that the only "concession" he could give me was for free shipping of the machine. I asked what he meant, since I had already received the machine back. He explained that if I wanted to send the machine back to get it repaired, and pay the repair fee, Lenovo would pay for the shipping.
Seriously.
Lenovo's "concession" was to ship back the machine so I could pay for the service that I didn't want to pay for in the first place.
He couldn't offer me anything else. I asked if they could send me the missing part I meant a replacement part, but he thought I meant the broken piece I had sent in. He went on to explain that any broken pieces are automatically put in the trash as "scrap." Okay, makes sense that broken parts are useless if they're going to be replaced anyways. Except that mine wasn't. And it is reasonable to assume that some customers will be unwilling to pay for the repairs once they are quoted. You don't see car body shops throwing out bent fenders before their owners give the OK to do the repairs. It's just a stupid, stupid policy. And I said as much. I felt a bit bad for the guy listening to me, because he has no power over Lenovo's policies.
He put me on hold and tried to see if he could send me a replacement part. But nope, apparently the bezel is connected to the LCD cover (even though you can see a break in the plastic and my bezel snaps out of place from the cover) and he can't send me that entire set.
I asked if there was anything else he could do for me to placate my anger. You know, usually a company has some sort of policy to make a customer happier when there is a situation that they can't remedy. Like when I was flying Alaska Airlines for a 1hr flight and it was delayed 3+ hrs because there was a problem with the door - their customer service team gave me a $150 voucher. It doesn't take back the 3hrs I spent angry in an airport, but it makes me feel a little bit better about their company and how they value their customers. The poor guy couldn't do any of that for me.
So I just told him, if he ever had the chance to pass along these words to the higher ups, that the "resolution" to my situation was completely unacceptable. That Lenovo's warranty should be more specific that it only covers the electrical hardware, and that I was led to believe that my problem fell under the warranty. But more importantly, Lenovo's policies were not customer-friendly, and that they had lost a customer.
Put simply, Lenovo's customer service should nurture and grow a loyal customer base. It has done the exact opposite on me.
It just seems like Lenovo doesn't care about the ordinary customer.

Complaining about Apple's service and getting results

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