My nightmare repair experience with Apple!

My iPad2 developed an overheating problem along the magnet side. It was very warm while using it, but when I had to put it on the wall charger while still using it, the heat became almost too hot to touch.
I called Apple Care. I told them the nearest Apple Store is 200 miles away from me so that is not an option. They said it sounded like a bad battery issue, or perhaps heat sensors and that it should be looked at asap. They sent me a box overnight and I sent it back the same day overnight. I wrote a lengthy note explaining the symptoms and the time frames in which they developed.
Apple received the package this Wednesday. Within 3 hours of receipt, they were "unable to duplicate issue", packed it up, printed a FedEx label, sent me an email, and shipped it back to me.
Fast forward to today:
First problem: FedEx tracking never updates so I call them. They have no record of ever receiving the package for shipment. I contact Apple via chat. They have no clue where the package is, but will escalate the problem for research and I will hear from Customer Relations in a couple hours. No call, no email. So, this time I call.
Second problem: I am told that nobody knows where the package is. Further, I am told that Apple made a huge error at the repair facility. My iPad should have been sent to SAFETY repair because of the overheating problems, my note should have been read, neither of those things were done. Hence, no repairs were done.
Third problem: I am told that when/if I receive my iPad back, I must then call Apple Care again and ask for a Senior Adviser, who will make arrangements to have my ipad shipped back to Safety Repair for evaluation. Which means yet another week or more without my less than 6 weeks old iPad 2
Fourth problem: I am told that if I would just take it into an Apple Store where I can show them the problem, they would give me a new Ipad on the spot. But, with having to send it in, if they can't reproduce the problem to repair it, I am screwed. That is pretty much what the "adviser" told me.
I have tried to be patient and reasonable, not losing my temper. But, this predicament has become very frustrating and I just needed to vent. Thanks for taking the time to read.

I can sympathize with you. I have been a loyal Mac consumer for over 20 years and until recently had nothing but rave reviews for their exceptional service.
I don't know whether it's because of the changing of the guard or exactly what has occurred. I do know that you cannot call AppleCare and count on getting expert consultation anymore, many of the tech at the call centers are not familiar with the products like they had been in the past.
My most recent experience has to do with having them service an out-of-warranty monitor. They fixed my display, at my charge, which is fine, especially after having received a lot of free repairs or replacements over the two decades...but when my display came back, the power cable was missing.
I have made a total of five phone calls this morning, some to automated call centers that simply cut off my call with a curt "thank you" because my repair has already shipped...only to be given another phone number to try...
The latest is that the person at the Apple Store is now calling the "Depot" that apparently has my cable. Hopefully I'll get my cable back. You can't even buy new ones on the site, so this is very aggravating.
I think what it comes down to is as the company has grown, they have not made an effort to regulate their policies for training at the communications level with customers. So, while one person may sound like they know what they are talking about, they may really not have any idea.
If It were me I'd go to the store and demand the iPad.

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I had a very bad experience with apple maps. It is not at all useful. How such application is developed by apple I dont undersatand. Pl help me how to remove it from my Iphone. Vijay from Hyderabad. India

I had a very bad experience with apple maps. It is not at all useful. How such application is developed by apple I dont undersatand. Pl help me how to remove it from my Iphone. Vijay from Hyderabad. India

Tell Apple.
http://www.apple.com/feedback/iphone.html

Experience with Apple Support?

I bought an Ipod almost a year ago and every few months have had a problem along the lines of freezing screens or nothing happening. Each time (3 times) i have taken it back to the Apple service centre and each time they have replaced it with a new one. Whilst it has been frustrating to have to regularly make the visits, wait for a while while they deal with it, and then reload everything, i do appreciate the replacements. However, as it is coming up to the end of my original 1 year warranty, and I have only recently had the latest faulty one replaced, i am concerned about the future reliability of the Ipod, having hardly had a good experience with them to date. I don't see why I should have to pay for a year's warranty extension myself when I am effectively dealing with am ipod that is only a couple of months old and that they should support.
On disussing my concerns with my local reseller they agreed that it was reasonable to expect Apple to provide an extra year's warranty based on the problems i have experienced and suggested that i contact Apple customer care. I did so several weeks ago and spoke to one of the staff who insinuated that it was something I had done, which is completely untrue and offensive. I hardly enjoy the hassle of having to go through the rigmarole of repair and replacement, and it isnt hard to find other people who have had faults on their ipods.
She refused to increase the warranty for a year, offering a few extra weeks. I asked to speak to a supervisor and she said she would escalate my call. A week later I had heard nothing and called again. This time I was told that the call had been passed to a supervisor called Natalie who was out that day and another message would be sent to her. This is now 2 weeks ago and i still have not had the courtesy of a response.
Anyone with similar experiences/advice?

that was the whole message I received..
2.2
Here is how we found this bug:
The user is unable to export their iTunes content. The exported items do not appear in the selected destination.
This review was conducted on an iMac running OS X 10.8.2
For discrete code-level questions, you may wish to consult with Apple Developer Technical Support. Please be sure to:
- include the complete details of your rejection issues
- prepare any symbolicated crash logs, screenshots, or steps to reproduce the issues for when the DTS engineer follows up.
For information on how to symbolicate and read a crash log, please see Technical Note TN2123 - CrashReporter.
they want me to provide crash logs? can't do, it doesn't crash and did not have any issues on the two mac I tested on. Can't provide screenshots or any kind of steps because they're the ones who's saying it's not working and they don't provide the steps to help me reproduce it.

Experience with Apple Store in the Woodlands, TX.

The staff were very friendly. I had two week 37 units I had purchased at another location and over the last two days they exchanged both of them for me and went out of their way to hold a week 38 model.
I did have to register to see an "Apple Genius", but after seeing the problem he did not argue and agreed the blacks look reflective. We now have two week 38 models and they both look great and pass the contrast, gamma and white saturation test that you see failing here:
http://jdeats762.bravehost.com/iBadScreen.htm
I was not charged a restocking fee on either unit. I was also told by the staff that they had heard about problem from other stores, but did not elaborate. He said the rumor is "Apple is probably going to make an announcement and have us pull the week 37 units so they can't be sold". He didn't elaborate beyond that.
But buyer beware until that announcement and order comes from Apple Corporate, the Apple stores are still going to sell week 37 units, this isn't the Apple Store's fault, it's just the way they have to do business, even the managers hands are tied until Apple's corporate office puts out a statement and issues a command.
My experience with Woodlands, TX store was excellent.
Message was edited by: Ramzy76

The Walnut Creek store does at least some in-house repairs. (I had the top case replaced there once.)

Any experience with Apple fixing Iphone just after warranty has expired

My iPhone has just past a year old, actually it's now 54 Weeks since I purchased it. The Touch Screen has just stopped working, it was fine, I went to unlock it and it didn't respond. I've now reset, restored etc and the touch part of the screen is just dead.
Has anyone had any experience getting Apple to fix a phone after the warrenty has expired? The touch screen seems to be a common problem with the phone, and it renders it completly useless and if just happens to fail just after the warranty has expired the only option is to pay for a brand new phone, or use the $199 service option.

Call iPhone support or talk to a genius at an apple store. If it is an issue that is really common they might make an exception to the warranty. Can't hurt to ask if you have the time to wait on hold.

My terrible experience with Apple's costumer service (PLEASE READ)

I have been a loyal customer with Apple and iTunes for about 6 years now. Being a lover of music I always tried to avoid downloading it off the Internet because I believed in supporting the artists and supporting things like iTunes for selling their music in a fast convenientway. About 2 months ago my younger brother wanted to start buying content off of iTunes on our family account, but couldn't because there were already 5 computers authorized on it even though there should only be 4. We looked through all of our old computers but couldn't find the one that was still authorized and not being used. We tried to de-authorize all the computers on the account but we're told that we had to wait a year before doing so (which by the way is extremely inconvenient and completely pointless in my opinion). In order to fix this problem I decided to create my own account so that my brother could take my place on the family one. After a couple of days of buying/listening to music on my new account I ran into a problem. About 500 of my songs plus a lot of other content could no longer be used because I was no longer authorized on the account that I bought them on. Being an optimistic person I assumed that Apple/iTunes customer support/service would be able to fix the problem easily. I went to the site and found it difficult to find any information relating to my problem or to find a number I could call. When I finally found a number I called it and to my surprise found myself having to speak commands to a machine (which by the way is the last thing people want to deal with when they need assistance, and it is very frustrating). It took me 7 tries to finally get through to someone because the machine had no idea what I wanted and kept hanging up on me. I talked with a customer service representative and explained the situation to him. I then asked him if he could possibly de-authorize all the computers on our family account, and he said that he could not and provided no explanation as to why. So then I asked him if he could transfer the content that I paid for on the family account to my new account and he said no. Finally I asked him if there was anything he or I could do to fix the problem and the only thing he suggested was that I'll just have to buy all the content again on my new account. I told him that was about 500 songs, 10 TV series, 10 movies, 9 audio books, and about 25 apps, which would probably cost around $1000. But he just repeated that there was nothing he could do. I was so disappointed with the lack of helpfulness from their customer service and with the way I was treated that I will no longer purchase music, movies, TV series, or anything that isn't an app from the iTunes store. I spent about 5 days replacing every song I could no longer listen to by downloading off the Internet. I even had to delete some of the songs because I could not find a downloadable version. They have officially lost a loyal iTunes customer and I hope this complaint will open their eyes a little. Thank you for taking the time to read this.

I realize the number I called was not for iTunes store support, but I thought that they would at least be able to help me or point me in the right direction.
Sorry, you knew that the number you called was not for iTunes Store support, but then you got upset because they couldn't help you? That seems rather unfair of you in my view. Not being party to the conversation and hearing what was said, I can't address the second issue of why they weren't able to point you to the form. Perhaps they did and you just missed it.
Again, this post will convey nothing to anyone who can do anything about it. If you just want to comment to Apple, use their feedback pages:
http://www.apple.com/feedback
If you want actual assistance from the iTunes Store, contact them via the form I linked to above. There is, again, no phone support for the iTunes Store. You can express your desire for such phone service to Apple via the feedback page, but it's highly unlikely that Apple will ever find it cost-effective to provide that.
Regards.

Ipad 2 shipping experience with apple?

I ordered my black 32GB 3G+wi-fi iPad 2 through apple on April 25th and instantly recieved a comfirmation email that stated it would ship on May 9th and estimated delivery is May 12th. Now its only 2 1/2 weeks but I was wondering if anybody recieved their iPad 2 before the estimated delivery date? Anyone willing to share their iPad 2 delivery experience through apple? Did it arrive early/on time/late? Thanks

I forgot to say that my accessories were shipped Apr 20th and came a couple days later by Fed Ex, I figures my IPad 2 32GB WIFI only would come the same way when shipped. The email saying it was shipped today(a day ahead of 1st notice) via UPS, the store had a link to go in and "pre sign", print the form and leave it on the door for the UPS person in case no one was home. I did have to sign for the accessories that came via Fed Ex.

My extremely disappointing experience with Apple's service

I have been a loyal customer of Apple since the first iPhone, however, my recent experiences have started to make me reconsider that relationship.
Here's what happened:
I am living in Asia now and as an avid apple fan, I bought an Iphone plus 64gb in Hong Kong as soon as it came out. I was told that it had a one year warranty and it would be effective in Mainland as well. Just as luck would have it, two days after I started using the phone, the camera started to fail. I could not longer take pictures. Since I am in Shanghai now and the phone was purchased in Hong Kong around a week and half before the official release in China on 10/17, I started to call customer service and try to make the earliest reservation that I can at the Genius Bar so that I can get my phone fixed.
I first called apple and was told that I had to make the reservation online. However, the website was a mess. Every time I clicked on the genius bar link to make a reservation, it jumped to the retail store page. I called customer service and asked what was going on and was told that they could get on and it was weird that I couldn't get on, it must be because my internet was slow and that I should try to get on the site at a different location. Which didn't make sense, because my internet was plenty fast, and I tried getting on in another location already. I don't know what hit me, but while on the phone with the represetative, I thought that maybe I should try turning on my VPN, which routes my internet to a different country and what do you know? I was able to make a reservation! I asked the the representative why that was, and the representative accused me of asking if Apple had blocked access from Mainland China to make a reservation. I thought it was extremely unprofessional of her to have asked that. Anyway, after figuring out how to make a reservation online, I tried for about a week to make a reservation through the official channel and it's always full. I called customer service again and wanted to know if there was a different way that I could make a reservation and was told that the only thing I could do was to keep trying online....and that I would be lucky if I could make a reservation within a month, because it's always full! -- What ********!
With no other way, I went to the East Nanjing Rd. Store in Shanghai. It was super croweded. I found an Apple staff and explained my situation and was again told the beauracratic answer of having to go online to make a reservation first! My impression of Apple's image as making excellent products and always putting customers first fell over the cliff! I demanded to see a store manager and was offered TWO non-solutions. One: go to an Apple affliated store to get my phone checked out, but was told that I needed to show them my receipt. I told them that Hong Kong doesn't give receipts and again the staff told me that I should just go and try my luck, just wanting to get rid of me. I suggested that they had a staff either go with me or call a store and tell them of my situation, but the manager refused. TWO: I should keep on trying to make a reservation online. I suggested that maybe he could help me make a reservation, so that at least I could have a date of appointment. Again he refused and told me to just keep on trying to make a reservation online myself.
By this point, I was a little flustered and angry. The manager's name is Jevan Wan, and his attitude was very pompus and was giving me the impression that that's the way Apple did thing and either do it this way or eff off. He told me that if I didn't like it, I could call the police and in fact he said that he would call the police for me. By that time, I was super angry and he tried to have the security guards throw me out saying that I was already unwelcome.
I went in expecting professional, world class service, but instead what I got was staff who was pompus, beaucraftic and full of attitude. They didn't give the slight thought of putting customer first and trying to help customers solve a frustating problem.
It is truly disappointing that Apple has fallen so low... it seems to me now that Apple only cares about selling more phones and making more money. Putting money in to maintaining good customer and product service is no longer a priority much less the level of employee professionalism!
My email is: ***** if Apple decides this warrants a response!
<edited by host>

Alessia18 wrote:
My email is: .... if Apple decides this warrants a response!
If you want a response from Apple, you will need to contact them. This is a user-to-user technical support forum. Apple doesn't read these posts. Use the Contact Us link at the bottom right of every page for information on how to do that.
You seem to recognize that the store was very busy yet that doesn't seem to translate into understanding that it will be difficult to get an appointment. Should you be moved to the head of the line by the manager because you are some how a more loyal customer than the people who have already made appointments? Does it make sense that a store that's so busy you are having difficulty getting an appointment should send an employee with you to an authorized reseller? Contact AppleCare and make arrangements to have your phone sent in for repair.

I just want to share my experience or rather terrible experience with apple service.....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......ther

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.

My experience with Apple TV and HDMI/HDCP issues

I am convinced that it is the software update to 4.2.2 from 4.2.1 that is causing this issue. All forms of applications only worked once for me and then it reverted back to HDCP issues. I read several postings everywhere including plenty at Apple's forum and AVS where people were very frustrated with this HDCP issues. Anyways, here is what I did before taking it back to Apple store....I bought AUVIO high speed cables from Radio Shack which is rated very high and tried that and I still got HDCP issues when using NetFlix or AirPlay from iPad. Youtube from Apple TV always worked well without HDCP complaints.
I packed everything back and took it to Apple Store (you can return without re-stocking fee up to 14 days from the day of purchase). After 14 days, you cannot even return it and you can ONLY fix it. I waited for a Technician. They heard my complaints but didn't refute any of it (possibly because they have had numerous complaints on this product). It took 5 minutes inside for them to test and see similar issues with the box that I had. So, they have swapped it for a new box. Before I left the store, I checked the settings including software version and Audio/Video settings in the Apple TV that is connected at the store. I found three main differences none of which the Apple customer service staff agreed could be the reason for my problems (surprise!!)
1. The software update from the shelf and the one they were using was NOT updated to 4.2.2 (it was still running 4.2.1)
2. Because of the software update, the Audio/Video setting for HDMI had the options to toggle between Auto, RGBy, RGBhi & RGBlo bandwidth. I believe this was in place to make the HDMI interface output as component with higher or lower bandwidth but the newer update will ONLY give you the Auto option (!!!)
3. They had this directly Ethernet wired and not through Wireless network and were recieving the all the full bar strength signals. On the box that I returned, eventhough I have 18 Mbps speed at the house (any given time of the day), the Network speed test was taking a long time. Moreover, after the Apple TV network test, it doesn't spit out the outcome of the tests (a BIG bummer and useless for testing).
Anyways, I took the new box and hooked it up directly to my SONY BRAVIA XBR3 TV to one of the HDMI ports, disabled the feature to send or recieve data to Apple directly and did NOT update the software. It worked fine and have tested all of the options. From what I have read so far (I have only spent 30 hours of my weekend on this when Apple product hookups are supposed to take 5 minutes ONLY), there is NO guarantee that it will work continuously as people have had things work on them for 6 months and then suddenly have the HDCP issues.
Will wait to see....if it continues to work....

I figured it out. Had to go to general settings on the main screen and restart. Synch of audio is much better.

I received a pre owned iPad. I have verified my account. When I try to install app it says I have not verified my account. I even did the 2nd step and it still says account not verified. This is my 1st experience with Apple and so far I am not impressed.

Received iPad from relative as Christmas gift as they upgraded to mini. I have registered and verified my account. When I try to download apps I
And I put in my password it say I have not verified my account. Apple wants to charge me 19.00 to help me. This is my 1st apple product. So far I am not impressed with the customer service. Can someone please help. I have even done the 2nd step verification and still the same thing. Please help this was a gift for my child and he cannot even use it! Please help!!!

Leigh...
but cannot do this because I cannot access Mac App Store
If you can't access the App Store from the Apple menu, Dock, or Applications folder installing the Mac OS X 10.6.8 Update Combo will reinstall the App Store for you.
It's ok to do this even you are already running v10.6.8.
Plants vs. Zombies, and that is all for additional software on here
FYI: Some third party software can cause issues with the App Store > Mac App Store: Sign in sheet does not appear, or does not accept typed text
Apple is not responsible for incompatibility isssues with third party software.

HELP: the nightmare has happened with Apple Backup 3.1.2

OK, I've got a situation here. Bought an external 1TB backup drive. Used Apple's Backup 3.1.2, which comes with the .mac account to backup my laptop twice a week. The first backup was a full one, followed by incremental backups. I've set it up to back up my WHOLE system drive.
So far so good. Yesterday, I backed up the system again. Finished successfully. Then I reinstalled my laptop, wiped the whole machine and put OSX10.4.11 back on. Reinstalled Backup 3.1.2 and wanted to restore my home folder using my latest backup. Double-click the file. Restore window opens, shows the system, all apps, library, users etc.
BUT, the users folder does not contain my old home folder anymore. AAAARRRGGGHHHKKKK! OK, tried not to panic, checked older backups. Same. Checked them all. Everything shows up. Except my home folder.
OK, thought I must have un-ticked my home folder by accident when setting up the backups. But I a am as sure as I can be that I did not do a mistake.
Also, the file size of the backup packages (210GB) is the same size as my previous system (60GB), incl my home folder (ca. 150GB)....
If I had backed up everything except my home folder, the back up file should be a lot smaller!
So, I actually have hope that my precious home folder is actually still in there somewhere. But how do I access the files?
Has anyone had similar problems? Does anyone know what to do???
Thanks you sooooo much for you help!
Jan
17" MacBookPro 2.16GHz Intel Core Duo, 2GB 667MHz DDR2 SDRAM, 250GB internal, I TB external firewire drive. OS X 10.4.11

And if you ever get out of this mess, I'd consider one of these...
Get carbon copy cloner to make an exact copy of your old HD to the New one...
http://www.bombich.com/software/ccc.html
SuperDuper...
http://www.shirt-pocket.com/SuperDuper/
Or the most expensive one & my favorite, Tri-Backup...
http://www.tri-edre.com/english/tribackup.html

My i phone is as good as new but i have a very bad experience with apple.

iphone 4 restarting again and again untill battery dies. Its not letting me to do anything b'coz of fast restarting. I have already tried to hard reset, switched off and on but every option failed. it keeps restarting my iphone is 16 months old

i was trying to restore to factory setting as mentioned but still having same problem.....when i connect iphone with system it got charged between this process and disturbed restoring, I have done this many time but not succeed. can you please tell me why this is happening and what's the reason behind this. Kindly tell me if you know another way of resolving this problem

Disappointment with Apple customer service's response to my iMac G5 issues

The following is a copy of the letter that I will be sending to Apple in regards to my recent dealings with customer service. What do you guys think I should do?
To whom it may concern:
Let me begin by saying that I have been a loyal and avid fan of the Mac since 1999. I have converted several of my PC friends to the Mac, and I would consider myself to be the quintessential Mac "geek" (posters, T-shirts, you name it). I have owned a Macintosh LC 575, Power Macintosh G3 (Blue & White) and Power Mac G4 Cube, in addition to my current machine, an iMac G5. However, my recent experiences with Apple customer support have left me thinking that maybe the Mac way is not the smooth, customer-first experience that I thought it was.
As I mentioned, I currently am using an iMac G5 (rev. A, 20" 1.8 GHz). Unfortunately, the iMac was a victim of the well-documented power supply issue (http://www.apple.com/support/imac/re...ensionprogram/) several months back. The power supply would heat up to such high temperatures that it eventually burned out, and I could not power on the machine. I brought it in to my local Apple Store (Oakbrook, IL), whereupon they wrote up a repair order, and I had my Mac back within 4 days, all without paying a penny. "Wow, excellent no-hassle service," I thought, and rightfully so.
Over the last couple of months, my iMac has further developed a couple of smaller, but still annoying and "not-very-Apple-like" issues. First, the fans have developed a consistent, cricket-like squeak - that is, you can hear the fans turning, sort of like an old wheel that needs oil. In my quiet office, it is VERY obvious, and is especially distressing when I'm trying to do audio and MIDI work. The second issue is that the slot-loading Superdrive has gotten to the point where discs that are being ejected often fly out of the slot and do not stop, falling onto the top of my desk, or occasionally clear off the desk onto the floor.
A few days ago, I decided that I had had enough with both issues, and decided to initiate a chat with a support agent on Apple's iMac support web page. After explaining the issues to the agent, I was transferred to a "specialist," to whom I then had to re-explain the issues. Further irritating me was the fact that they provided me no solution other than to visit my local Apple Store, and they would further diagnose the system.
So tonight I headed over to the Apple Store Oakbrook with the iMac in tow (mind you, not the lightest thing to be carrying around, and a pain to have to disconnect peripherals etc.). I had made an appointment prior to showing up...in fact, Apple's new Concierge system seemed very elegant and user-friendly, and I was able to make a 7:20pm appointment at around 2:30pm. I made it to the Apple Store at about 6:50pm, and saw my name listed on the Genius Bar screens as being 2nd in line. There was a man with a 15" PowerBook that was being helped by the Genius behind the bar, so I sat and waited patiently. About 40 minutes into my wait, a woman with an iPod mini walked up to the bar, seemingly waiting for assistance. Within two minutes, another Apple employee approached her, briefly looked at me and asked if I was waiting for help. When I said I needed assistance with my iMac, he told me that I would have to wait for the next Genius, turned to the woman with the iPod mini and proceeded to diagnose her problem.
Further irritated, I waited another 10 minutes or so, at which point the same employee turned his attention to me. I explained the fan and Superdrive issues to him, and he took the iMac to the back room for another employee to take a look at it. About 10 minutes later, he came back out with the iMac and said something to me that just floored me. He told me that his colleague that looked at it could not find anything inherently wrong with the fans, and that "since it's not a Pro desktop, there are bound to be squeaks in the fan system" (almost verbatim what he said). He said that they cleaned the fans, and tightened the eject mechanism in the Superdrive, and that if I continue to have issues with it to bring it back in and they will further diagnose it.
The message I have taken from this experience is two-fold. First, Apple has officially gone from being a computer company to a consumer electronics company. The fact that I literally was skipped over after waiting 40 minutes and pushed aside for an iPod user who had waited TWO minutes and was not in the Genius Bar queue shows that Apple's priorities have shifted. Secondly, Apple does not truly back the quality and craftsmanship on which they pride themselves. Just because I do not own a "Pro desktop," that should not mean that a squeaky fan system is an acceptable situation. I bought an $1,800 computer that was advertised as "whisper-quiet" and I should not have to pay $3,000+ just to be reassured that I will be taken care of. I expect excuses and glancing over of issues by companies like Dell that make cheap bare-bones systems. I do not expect that from Apple - if Apple is going to hold themselves to a higher standard, they should back up that talk with true customer-first service.
So I am now sitting in front of my rickety-sounding iMac, wondering what my next step should be. I appreciate you taking the time to read this, and I would further appreciate a follow-up and resolution to this situation.
Thoughts?

Send it. I feel for you, but the most sympathy you'll get is from fellow users on this board. These forums were one of the best ideas by Apple. Whoever thought it up is probably getting 1% of iPod sales as commission. Besides users helping users so Apple doesn't have to handle nearly as much tech support directly, this board is also a place for people to vent so Apple doesn't have to address your concerns. I'm not saying these boards are a bad thing ... they are very helpful, but you have better odds at winning the lottery grand prize than you do to get a reply back from Apple from a letter like this.

I was in the middle of updating my iphone 4 (? version 10.1) when an error message appeared. Screen now frozen with apple logo, empty bar below and phone won't turn on or off

I have a frozen screen (black with the apple logo & an empty bar below) following an error message that appeared during an update of version 10.1 on my iphone 4.
I am not able to turn off the phone (or on!) Any ideas?

The iPod Touch kept trying to reboot yesterday but would only show the Apple logo screen then shut off - it finally drained the battery overnight I am guessing. Connected to USB the battery charging icon flashes.
Took it back to Best Buy, but they wouldn't touch it or replace it since it's under warranty.
To any potential buyers - beware. My best advice is to look somewhere besides Apple. Every Mac user I know has had to return a Mac, laptop, etc. Really poor quality control, and the retailers agree (Geek Squad told me they have had the same experience with Apple products).

My nightmare repair experience with Apple!

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