Complaint on reseller

I decided to spent close to 2.1k ringgit to get a iPad 1 64g 3G from premium reseller in Johor bahru Malaysia despite the release of iPad 2. I was impress with the ease of use but however found one dust piece big enough in the middle of the screen. It actually very noticeable as it is in the middle area. I tried to talk to the store to get an exchange but they turned me down even if this is less than 1 week purchase. The reason given was even mire unacceptable mentioning cosmetic issue is not part of their service as it is not a functional problem. How can this be treated as cosmetic as it is more like a dead pixel in user eye. Even mentioning won't help even sending to repair center as it will be simply returned. They ask me to take it to service center which is 300km from my area of purchase. I am extremely sad about the issue and hoping to get some response through the feedback site. I do not know if there is any other channel to lodge this type of complaints.
Pretty sad that a brand new purchase less than a week old suffer with this type of issue and it is going to cost me time and effort I were to bring it to authorize center for exchange. By the time I have a "really new" iPad, iPad 2 probably launching already in Malaysia too. A brand new purchase that I cannot use, sigh. I really hope to get a good service and product before resorting to other channel such as consumer tribunal claim.
Best regards.
Khi Ann Chua, Malaysia Johor bahru.
Message was edited by: Host

Welcome to Apple Discussions!
This is a user to user forum. As such feedback here is on improving the usability of the forum to get feedback on helping using your Mac and/or Apple products. It is not a feedback location on Apple's resellers. For that you need to contact Apple Corporate. Being you are in Malaysia, you have these options:
1. Call 1-800 803-638
2. Write
Apple Computer
Attn: Reseller Authorizations
1 Infinite Loop
Cupertino, CA 95014
USA
3.Read through the policy on this article:
http://support.apple.com/kb/HT4044
If it is in disagreement with the store, bring a printed copy of the article to the store in question, and ask to speak to a manager.
Message was edited by: a brody
Message was edited by: a brody

Similar Messages

How to Lodge a Formal Complaint against an Authorized Reseller

Hi All,
I just had a bad experience with an authorized reseller in Macau (details on the incidents will be added at a later, since I will be going back to the store today to try ratify the situation again), and would really want to make a formal complaint against its service (not the product). Is there anyway that I may formally contact Apple to express my frustration, since I could not find any link in the Apple website that direct me towards something close to a "complaint departments".
Thanks in advance

If you still feel that you need to contact Apple after your visit to the store, I would send a letter to Apple corporate headquarters (address in upper right corner):
http://www.apple.com/contact/
And, you might want to address the letter to the person listed here:
http://en.wikipedia.org/wiki/RonJohnson%28Apple%29

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Where can I send a complaint about an authorized apple reseller?

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1-800-275-2273
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Adobe Customer Service Complaint (CS4 Master Collection)

Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good bye

What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

Apple's Technical Service Provider complaint and Firewire Target Disk solution

As being my first post, my greetings to the community!
First of all, I would like to clarify that despite I start with a post that includes some negative comments for the Apple's Technical Support Service Provider, which I visited for my problem, I wouldn't like to give the impression that I want to generally spread a negative attitude against them, but only to describe my specific issue. Anyway, only that I haven't visited them so far, after over a 3-year period of using my computer, is a self-explained positive aspect. I've also read that complaints should refer directly to customer's support service, though it is the users with whom I want to share the knowledge resulting from my last experience.
My story/problem has been as following: My computer has failed to boot, I tried some of the tips and advices online and due to the facts that I didn't have the installation disk with me and that I was under stress to recover some of my files, I was urgently needing, I decided to visit an Apple's Technical Support Service Provider. I was hoping for a quick solution, since from the beginning it wouldn't seem to be a hardware failure. I had read about the Target Disk Mode utility and I was at least looking forward to a backup, in case my hard drive was still functioning.
For starters, the provider I finally visited (Sofia, Bulgaria), was not mentioned on the Apple's web page locator. However, I first visited a Reseller, who directed me to the technical service office (other building). Also for starters, I would like to mention that the personnel was totally polite in every case. Now, for the main issue. The technician there connected my laptop via Ethernet cable to another computer, ran a test, which showed that the hardware was working and replied that he cannot know the problem, so I have to leave my computer there for 2-3 days, in order to examine it thoroughly. Luckily, I would leave the country in 2 days and I was needing the files the same day or maximum the following one, so I couldn't follow this option. "Luckily", though, while for the moment I saved 40 euros, the price for examining my problem, regardless spare parts that might would be needed and a value for a backup that I would have might asked. I explained him that I don't have the installation disk with me, just in case he could do the repair disk there, and that I read somewhere that the computer could be connected to another computer via Firewire cable and the hard disk to be seen as an external hard disk, giving me the chance to recover the files I was urgently desiring. The answer to the above was that I can only leave the computer there and I would be informed in 2-3 days. I respect the priority I had to share with other customers, but, on the other hand, to backup 2-3 files and save my life, I don't consider it (specially now that I know) a big of a deal. More important, he wouldn't give me any advice to follow myself. Conservative policy to secure responsibility issues from their part or to secure the payment for a potential check in their house?
First, I didn't try to search for the solution, provided that I didn't have any clue from the technician and that there was no chance to find someone with another mac, but also while I couldn't risk to loose time to search for a backing up solution rather to start immediately with remaking my project (I was using 3ds Max, therefore I could work on a Windows pc). So, following is the next level of my problem and the final solution.
When I got free time, I searched more and while, as I mentioned, I couldn't find another mac, I ended up to the option of being able to mount my mac's hdd to a Windows pc, after using a 3rd-party application (MacDrive in my case) and Firewire cable to link the 2 computers (Target Disk Mode). The result was that the hard disk of my mac was recognised at the Control Panel's Devices, but wouldn't be browsed. It turned to be hard to find information related to my problem, since I guess not many people have faced the exact one. The credits for the solution go here http://www.studio1productions.com/Articles/Firewire-1.htm (thank you so much), were there's an article related to how to solve Windows 7 Firewire issues. The problem was that the Firewire drivers had to switched back to the older version (legacy), which is strange, but it worked perfectly. I'm currently happily backing up my disk.
I hope this post will save time and pain for people having the same issues and I'm sorry for the thorough details I've used in order to describe accurately my concerns.
Cheers!

thanks neil, the laptop originally came with a 10 gig ibm deathstar ata drive which i replaced a couple of years ago with a 40 gig ata. i thought that maybe some necessary drivers weren't installed onto the drive since it isn't an apple branded drive but i couldn't find anything online or on apple's site to confirm that.
the titanium's ATA is controlled via cable select right?

Complaint to Lenovo main company!

To: Lenevo Quality AssuranceFrom: Customer (Bahrain - ME) Subject: Complaint on Lenovo's Dealer in Bahrain [ Ensure shop ]. I have faced a very disappointing experience with lenovo dealer in Bahrain [ Ensure shop ] when I faced few problems with my 9 months Z40 tablet. The problem in the tablet was few pixels errors and a mouse pad that gets crazy sometimes. I have informed the dealer [ Ensure shop ] not to format the laptop or do a major change without a permission from me as my laptop include many important data related to my education. However, after recieving an SMS stating that my tablet is ready to be collected. I went to the shop to find out that the dealer [ Ensure shop ] did not fix the screen pixels, and all what they have done is changing the internal hard disk that include my data. I resubmitted the tablet to the agent in order to fix the screen, and again when I went to recieve the laptop the second time, I have found out that there is still 1 pixels not been fixed yet ! Beside all these inefficiencies from a dealer [ Ensure shop ] for a company like lenovo, the dealer rejected to provide me with both the hard disks, so I can transfer the information from the old hard disk to the new one, and in order to get the old one for few days, I have to pay over 100$ ! I told the dealer [ Ensure shop ] to transfer for me the information from the old hard disk to the new one by their self so I dont have to pay the 100$ insurance, but they rejected and asked me to pay fees for transferring the data. So, now, I did not only lost my university data, but also my anti virus, Microsoft office, and the original tablet softwares. All these I have to re-instal them and find the activation keys for it! Additionally, I contacted the dealer trying to get both hard disks for few days and the agent rudely rejected using very unprofessional words. Later, I contacted the manager, hoping to get a better result, but unfortunately the manager was even worse and he was blaming me that I should have backed up my files. Ignoring the fact that I have informed and warned the agent before handling over my tablet. I bought my Lenovo Z40 tablet as I heard that lenovo is one of the top tablets with high quality and affordable prices, but I was shocked that such a rude and unprofessional dealer is used by lenovo. Furthermore, I can feel my Tablet became much slower than before comparing to an i7 tablet ! so I believe that something illegal was done in regard to changing the product original equipments. Finally, I hope my voice being heard and reach lenovo main company, as it is obvious that contact managers of Bahrain's Lenevo's dealer is useless! So PLEASE do help me, you have my contact details and you are free to contact me directly. Note: I understand that there are rules that should be followed, but I can see that the dealer is disrespecting us (customers) and their preferences. Thank you,Abdulrahman

Hi,
At the end of the day, your retailer should cover you, it's their responsibility as a reseller to deal with you at least as a middle-man. I'd stick with them and bug them.

Does Apple have a complaint department for Resellers?

macbook pro Mac OS X (10.4.6)
Does anyone know if there is an email address or phone number to lodge complaints about Resellers? I have been all over the Apple Support site and I can't find one.
I bought a MacBook Pro on 5/14 (1.83GHZ) and on 5/16 they started offering the 2.0GHZ for the same price. I tried to return it to the reseller (Connecting Point Medford, Oregon) which posted a 7 day return policy and they refused to take the return saying Apple will not allow them to return computers unless they are defective because Apple will not take returns on registered products. BTW, as we all know you have to register you Mac when you first start it up - there is no option to skip registration when you start it up the first time.
Also, the Apple store has told me if I had purchased from them they would have accepted the return. Anyone have any ideas?

In addition to the advice from Rajesh have you contacted an Apple Store in the area? My original MBP was a 15" I purchased from CompUSA. But when I had an issue with it AppleCare made me an appointment with the local Apple Store in the area to speak with a genius. They acknowledged the problem and swapped it out for me in store even though I did not purchase it there. They also allowed me to pay the difference to upgrade to a 17". I was very pleased with that. They gave me a receipt for 17" purchase at full price with the 14 day return and all. Just like that I was an Apple Store customer instead of a CompUSA customer.
YMMV since your issue is not actually one of a failed unit, but you never know what they may be able to do for you until you ask.

How do I lodge a complaint about Apple Care server support?

I'm having a nightmare time with my year old OS X 2.2.1 server (Postgres has recently started crashing and taking down Wiki when it does so, for no apparent reason), and called Apple Support in the UK. They were totally unhelpful - refusing to engage in the discussion because the server has more ram than standard and an SSD fitted (both fitted by the authorised Apple reseller who sold the computer): that it has worked fine for a year, and apple unable to provide any explanation as to basis for their theory that Postgres crashes being linked to 'excess RAM' or SSD. I would like complain about the experience, but I was unable to get any clarity from the Apple Support person I spoke to about who to complain to or how. Nor can I find anything on the Apple Web site with details of who to address such complaints to.
Anyone got any ideas?

I'm having a nightmare time with my year old OS X 2.2.1 server (Postgres has recently started crashing and taking down Wiki when it does so, for no apparent reason), and called Apple Support in the UK. They were totally unhelpful - refusing to engage in the discussion because the server has more ram than standard and an SSD fitted (both fitted by the authorised Apple reseller who sold the computer): that it has worked fine for a year, and apple unable to provide any explanation as to basis for their theory that Postgres crashes being linked to 'excess RAM' or SSD. I would like complain about the experience, but I was unable to get any clarity from the Apple Support person I spoke to about who to complain to or how. Nor can I find anything on the Apple Web site with details of who to address such complaints to.
Anyone got any ideas?

Disgusting service by an Authorised apple reseller, why?

I am a hard-core Apple fan /cusomter. I own every Apple product and I love your service more than the products sometimes. I have moved to SriLanka from the United Kingdom. Recently (well day before yesterday) my adapter stopped working So I went to the authorised reseller "BT Store" local shop name. They took like 1 hour to check whats wrong. Performed a GPX diagnosis on the mac and all seems fine (in the macbook pro) but the charger is FAULTY ! It works intermittently.
Apple in the UK was brilliant, guys there would just hand me a replacement charger since I have'nt done anything here. Mind you I have Apple care on this product for 3 years (ending in 2013-june), but BT Store said ok the power code seems to be fine but not the unit (white bulky bit) so they have to SHIP it to APPLE and wait till APPLE takes a decision (fix it). I was shocked and asked him why he cant give me a replacement unit. He said APPLE has instructed them not to and this is the normal procedure. Meaning I have to wait for weeks without my mac even though I have Apple care.
I pleded and begged them to give me a used charger and I will give them back that once I get mine fixed. The refused to and asked me to take the offer (wait for weeks) or take the faulty product away from their shop. Im never used to this sort of customer care and they are ruining the Apple name.
1. Were they right? Do I have to wait for weeks ?
2. Is this the way Apple care works ? because it is not free !
3. Dont you audit your international resellers as they are leaving a black mark on your name ?
Please try your best to help .. I tried contacting your Apple Care team, but its impossible as the express lane does not support the country im living in now.
Thanks
Carlz

This is just a user to user forum. If you wish to give feedback regarding a reseller, you really have three options:
http://www.apple.com/support/feedback/
http://www.apple.com/contact/feedback.html
And if you are under AppleCare, you can always amend your case with a complaint to customer relations, where you can speak to them about the reseller in question.

How to file complaint against an Apple store?

Hi, I would like to know please how to file this complaint against an apple store:
Dear Apple support,
I have a MacBook Pro (Model No: A1226 ans SN: w87***x91) which I purchased from "Apple Line" store (http://www.appleline.com.eg) August 2007. The problem is, on December 2008 it suddenly stopped working. Apple Line told me it needs a new Motherboard and that it will cost me around 1,272 US$! or, as an option, they can buy my MacBook for around 170 US$!!! (The same MacBook I bought from them for around 2,730$!!!).
Asking another store, "Sync" http://www.syncegypt.com/, I was told that Apple offers free replacement for this model in particular, due to some graphics card failure (http://support.apple.com/kb/TS2377) even if after warranty for as long as two years.
The problem is that they told me I need to pay about 400$ shipment fees for that!!!
Please tell me how to get it repaired for free as Apple announced (Or replace it even with a newer model and pay the extra cost)
Also consider this an official complaint against your resellers giving me false and misleading information all the time which lead to a great deal of harm, waste of time and losses.
Thank you and best regards...
<Edited by Moderator>

Good luck with that. First, be aware that Apple doesn't read these forums, its user to user, You need to contact AppleCare for further assistance.
Second, you purchased your item from an Apple Authorized reseller -- that was NOT an official Apple Store...most users here aren't going to be able to help you or even advise you what to further look at, nor how to get it repaired in Egypt.
Third, sorry about your problems, but charging for shipping for repairs is pretty standard, and they often charge more for people in other countries than we pay here in the US...
Hope you get your problems resolved, but this forum isn't the right place for this.

Anybody knows some apple email address to make a complaint?

I want to make a complaint about a reseller here in Buenos Aires Argentina, anybody knows some email address to contact apple?
thanks a lot,

All of Apple's Latin America contact info is here:
http://www.apple.com/la/contact/
This is just a user to user forum. So that's probably the best you can get. If there is no e-mail you can submit an inquiry, you can try:
http://www.apple.com/contact/feedback.html
Good luck!

RETRACTING MY SUPPORT for Lenovo (Repair Complaint)

Based on its warranty repairs service, Lenovo offers incompetent customer service and I will make sure all those around me avoid the company in the future.
I bought my Yoga 2 13 recently, and the touchpad was defective upon opening. I could not even see the cursor flickering on the screen. After confirming that this was not a software issue and most definitely a hardware defect, I got the service request processed and shipped the laptop off via FedEx to Texas shortly. I had heard about the subpar service people experience with the depot. I even considered using my computer with an external USB mouse for the remainder of its life. But why am I getting a not totally functional "new" unit when I paid good money for it?
FedEx shipping is great. No complaints there. I was promised 2-day shipping, and it was delievered within the time frame. THIS is what a good business does.
LENOVO, on the other hand, processed my repair only to come up with a "Your PC is currently on hold due to a service parts shortage." Parts ETA in Sept.! Lenovo will hold my computer for another 2-3 months while I've only had it for less than 2 days. At this point, I paid for a product that is still more Lenovo's possession than it is mine. If this is how Lenovo does business, then I don't want it. Since you want your product so much, take it. Give me back my money. I'll take it to a company that actually earns it.
For those of you who have successfully escalated your case to get a refund, please share what you did. I want a full refund. None of that whatever% restocking fee. Why don't you restock my time wasted on dealing with this? If Lenovo cannot uphold such an exchange for a product still a month into warranty, then I want the laptop back on my doorstep in the next 2 days so I can obtain a fair tradeback with the reseller. I refuse to believe that it takes 3 months for a company specializing in computers to get computer parts. Either the same parts are scarce because of repeat defects or the repair department is still struggling with keeping inventory. Both reflect poorly on post-sales. This is unacceptable.
I look forward to hearing from the community. If Lenovo doesn't resolve this soon, then I look forward to resolving it through other legal means.

If I'm not mistaken, it appears bgriffin2 has taken the necessary steps to escalate my case. Now I'm awaiting confirmation and response from someone able to authorize a refund/resolution.

Complaint: Animated GIF, Photoshop CS4

I am a freelance print designer. Needless to say that I have upgraded to the Design Standard Edition of the Creative Suite 4. Still, some customers ask me to do their web banners, too.
Fact 1:
There is an animation palette in Photoshop CS4 Standard.
Fact 2:
You can create animations with that palette.
Fact 3:
You can save the animation as an animated GIF.
Fact 4:
Opening the animated GIF, you only get the first frame, so you cannot edit the animation or content inside the GIF.
Fact 5:
I need to alter a few animated GIFs which I created several years ago using Photoshop CS2. Due to a harddrive crash, I don't have access to the original layered PSD files any more.
Fact 5:
Photoshop CS4, the most advanced image editing tool on the face of the earth, is absolutely useless at this point, and I have to find freeware or shareware to do the job. Finding and purchasing this sort of software is MY time, and that is MY money.
Whatever drove Adobe to cripple Photoshop CS4 Standard, whatever drove them to expel the simple "Open Animated GIF" feature from Photoshop CS4, it was the wrong decision.
This, Adobe, is a customer complaint. Take it serious. There is competition, and I hear a lot about GIMP these days.
Frustrated,
Gero

I know this thread is getting on a bit now, but I do have the answers.
Quite simply, as far as I can tell, this cannot be done without Quicktime installed.
To open an animated gif in CS4 on a PC:
1. Go to File->Import->Video Frames to Layers
2. In the File Name box type “*” ( or you can type the name manually) The window will now show every type of file
3. Select your gif and you are done
To open animated gif in CS4 on a MAC:
1. Go to open, select your GIF, then in the bottom left corner of the open file dialogue box select Quicktime Movie as the format, then open your GIF.
2. You’ll need to open your animations window by going to window -> animation. This will bring up the time line.
3. If you want to have all of the frames broken up into layers, click the options in the animation window, and select “Flatten Frames into Layers”.
This will give you access to all the frames as layers and you can now edit the GIF as though it was a movie.
I hope this helps to ease somebody's frustration.

RE: Apple iMac 27 Hard Disk Replacement Complaint

Dear Customer ServiceManager,
RE: Apple iMac 27” Hard Disk Replacement Complaint
On May 12, 2011, Ibought an iMac 27” for my daughter from your official Hong Kong website (www.apple.com/hk).
I am writing tocomplain about my dissatisfaction of your poorproduct quality, irresponsibleattitude of your customer service, and most importantly my painful experience with your Apple Careservice. I am also very disappointed with how your Apple Care staff made a discriminating comment about your low income Hong Kong customers.
On July 28, 2011, mydaughter received an email from your company ([email protected]) informing her that the hard disk of her newly purchased iMac wasdefective due to factory error. You promised to replace the defective hard disk with a brand new onefree of charge, but when she asked your HK Apple technical support if therewould be on-site replacement service, your staff told her that she can onlyeither carry the 30-pound iMac herself to their service center or pay HKD1200for the Apple Care which offers the on-site replacement service.
First of all, I foundyour request very unreasonable. Mydaughter was not the one who broke the hard disk, your company informed herthat you gave her a defective one. So why is the responsibility and the cost of taking the iMac for repairshould be borne by her, as an innocent customer, who paid HKD18, 000 for aniMac directly ordered from your official website? She did nothing wrong but your company required her to barethe cost of transporting a 30-pound iMac and the risk of causing damage on theway.
Secondly, I believeyour company has deceitfully forced my daughter to buy your Apple Care, whichis completely against her original will. Since she is just a 22-year-old girl, it is impossible for her to carrythe 30-pound iMac by herself. Andclearly, she was not given a choice but had to pay HKD1200 for the AppleCare. This made me doubt if thisis a scam of your company. Is thisa way of how Apple make extra money by giving your customer faulty products anda mission impossible, then forcing us to pay for a service that we did notneed?
Anyway, thepainfulness of enjoying your Apple Care service has just started…
On Aug 10, 20111:30pm, your service man came to change her hard disk with just a look as ifthe process was very ‘efficient’ and left after half an hour, even her Mac OShas not yet been completely installed. After he left, my daughter found that the OS could not be installed, soshe called your service center immediately and under her strong request, he hadto come back on the same day and check the new hard disk. He found it proved to be a defectiveone again. I was shockinglysurprised that your company, which always claims to produce products of highquality, selling at an expensive price, replaced my claim-to-be defective harddisk with a defective one again. Iwonder how Apple’s quality control is done? Your company didn’t even bother to check if the new harddisk is working before replacing it for customers.
My daughter requestedfor a new one, but then your service center said they had no new stock andasked her to wait until further notice. But without any definite date, it means my daughter’s brand new computercannot be used for… I don’t know how long. Please notice that I paid HKD18,000 to buy a first-classproduct of high quality, as claimed by your company all over the world.
So my daughter had tocall your service center again and forced them to return her original harddisk. Till 5:00 pm on the sameday, another technician came to reinstall her original hard disk into hercomputer. Surprisingly, all thedata in her original hard disk was still there, which means there is a riskthat all her personal data and information had been accessed by your servicecenter staff.
As a father, I had totake over the matter from my daughter and called your hotline 2112 0099 at5:00pm on Aug 10, 2011. After 30minutes, I could finally talk to one of your technical support staff for 10minutes about my complaint. Heasked me to hold the line and wait for him to transfer my call to his seniortechnical support colleague, so I kept on waiting for 15 minutes, but finallythe line was being cut and no body contacted me and my daughter again.
I had to call yourhotline again at 6:00 pm and waited for another 15 minutes to reach one of youradvisors. He passed my line toyour senior technical support advisor located in Singapore. He said he is just a technical supportadvisor, so he could not take my complaint directly. He needed to talk to meagain on the next day with a customer service advisor. He promised if he could not reach me onmy mobile phone, he would leave his direct line for me so that I would not haveto waste another half an hour to reach him through the hotline.
On Aug 11, 2011 5:28pm, I received a voice mail from your senior technical support advisor asking me to call him back but he didn’t leave any direct telephonenumber as he promised. So I triedto call back the caller ID, which was shown on my phone. However, the auto reply of this numberwas, “This is an invalid number”. I asked the Hong Kong Telephone Company to help me to call but even theycould not reach this number. Theytold me this number was from Shanghai, China. So I had no choice but to call your hotline again. After 25 minutes, one of your advisorstook my call and I had to repeat my story to him again in order to have him putme through to talk to your senior staff 42058 again. I asked him why he didn’t leave his direct number for me tocall him back as he promised. Hesaid he forgot! What a surprisinganswer to leave your customer nothing but a number that he knew clearlycouldn’t be reached.
By that time, I havewasted nearly 45 minutes to reach him, and it was already 6:20pm and thecustomer service advisor was off work. Therefore, I made an appointment with him again and we agreed that hewould call me between 9:31-10:00am on Aug 12, 2011 morning. I took half day-off from my work towait for your senior staff to call me.
Unfortunately, Iwaited until 10:10 am and nobody contacted me again (I left both my mobilenumber and email to them).
Finally, I called the hotline again and waited for 15 minutes, an advisor put me to your on-dutyCustomer Service Manager, Ken. After I told him my name, he realized that he should be theone responsible for calling me this morning, but since he had a meeting thatmorning, he forgot to call me again! The Apple staff didn’t keep their promises after all which disappointedme a lot. It seems to me thatApple is unwilling to accept negative feedbacks from customers.
Ken told me thatthere was nothing he could do.
At the end, I wasreferred to a Customer Relations staff, Ms. Wing Liu. Her response was also there is nothing she can do exceptgiving me a case number of my complaint. Since then, I never get any response from Apple regarding my case.
I believe Apple has afull record of all my conversations with your staff and thus, should be able tolook into my case thoroughly. Isincerely hope that Apple can take my feedback seriously and respond to my complaintin a responsible manner, but not just trying to suppress your customers, whohave already been treated unfairly, from claiming their rights. Otherwise, it is really a shamefor Apple to claim itself delivering high quality products and services allover the world.
Yours truly,
Tommy Fong
Apple Customer
<Personal Information Edited by Host>

I just realize Apple might have blocked my daughter's Apple ID from posting in your discussion forum.
My daughter was trying to go to this Community Page by logging into her account. But your Communities webpage displays a "We'll be back soon" webpage. Then I try to login with my Apple account and it works fine.
<Email Edited by Host>

Complaint on reseller

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