Unbelieveable lack of support from Apple (error -50 issue)

Well I've just updated iTunes again and of course, I still have the -50 error trying to download the video I purchased over a month ago. That's at least 3 or 4 releases of the software and still no fix. And before somebody recommends that I do the things mentioned on this forum (like deleting the .tmp file and rebuilding your music), I've done all of those. Also, I purchased a ringtone the other day for my iPhone and it downloaded just fine SO THE ISSUE IS OBVIOUSLY RELATED TO iTunes and a large (over 2gig) video file and has nothing to do with my computer.
What really gets me is that I've posted more than once on this subject, along with other people, and have absolutely no support from Apple. Oh well, at least I have a $100 voucher I can use for something. Maybe I can get my $10 back for the video I paid for....
I also have a mac Mini so I really consider myself a good Apple customer. To bad they don't really seem to care....
Andrew McIntyre

Just a thought,
have you tried deauthorising your account and reauthorising?
don't know if it would work but just trying to help

Similar Messages

Lack of support from Apple re iTunes.

For 4 weeks now I have been trying to get help from Apple and I have been sent from pillar to post!
Initially, after downloading the latest version of iTunes, I found that I could no longer purchase any music. I was receiving: "An unknown error occurred (0x80092013)" but after some 3 weeks, this changed to, "We could not complete your iTunes Store request. An unknown error occurred (-1202)".
I have searched for help on the support community (more helpful than Apple) and followed all the suggestions offered to me - but still no luck. NOW Apple tell me that it's not their fault, the problem is my end and they tell me to phone and PAY MORE for their Technical Support Team to fix it! See my latest reply below:
"As Sue has mentioned Apple cannot fix this for you because it is related to end user settings on your computer. I did speak with my manager and our engineering team, and they advised that all relevant information that is available to the iTunes Store Staff has been provided, and the next and only available step to assist with this resolution is for you to contact the Apple Care Technical Support Team, and see if they can help. The iTunes Store has exhausted all options and provided all information that we have available.
A technical Advisor will be able to tell you about Apple's complimentary and fee-based support options as well as assist you in determining what option might be most helpful in this case. To contact them directly please call:
(44) 0844 209 0611"
I replied thus:
"I do not believe I am reading this!
Everything worked perfectly until I updated to the latest version of iTunes - and, NOW, you are telling me the problem is at my end?
What about the hundreds (if not more) who are having similar problems? What about all the money I've spent on 3 products - not to mention all the songs I've purchased?
Why can't I access Apple Care Technical Support online? Couldn't they access my system if I give the required permission?
Why should I have to pay more (in reference to your "fee-based support options"?
I have already spent more than £60 downloaded suggested "fix" programmes and none of them helped.
Do I need to take legal action?
I am thoroughly disgusted with your total lack of care for a loyal customer!
Martin Mahoney."
PLEASE SHARE with as many as possible as I am sick and tired of big-business being able to just wipe their hand with their customers' problems (once they've got our money).

No problem, I could probably have struck a better tone. Couple of months away from 50 myself and don't always have the patience that I used to...
Ouch on the Speedy PC Pro front.
Believe me, I've been there. Beating my head against a brick wall, trying my own ideas and the ones I can find online, and nothing works. Sometimes we have to put the problem to one side and come back in a new frame of mind. Set yourself a time limit and know from the outset that you might not be successful in that session, that way it is not so frustrating if you're still no further forward at the end of it.
The essence of the posts I've tracked down so far is a suggestion that your PC either can't see the correct servers to talk to, or having found them has decided they can't be trusted and therefore doesn't let iTunes do its thing. As I say this isn't an issue I've ever had, or read up on, so I don't have any instant suggestions for what to do next, but I will keep my thinking cap on.
One of the linked threads I read mentions "an ongoing issue that Apple are aware of". It is best to take these claims with a pinch of salt, but there may be an identifiable common cause that is affecting you and a (relatively) small number of other users. Apple tend not to make pronouncements but they do keep working on improvments. Just because they can't/won't troubleshoot with you on an individual basis doesn't mean they do nothing. You might find the next build of iTunes fixes things for you regardless of what you do in the meantime.
Your existing content isn't lost to you. It will still play in iTunes or on your Nano, and you can still import CDs to your library.
tt2

IPhone 4 catching fire and lack of support from Apple?

On Saturday when I was charging my phone I noticed a burning smell and immediately ran over to my iphone and pulled out the charger cable which was glowing red and smoke was coming from both it and my iphone 4. My phone although slightly fire damaged in the charger dock was still operational, however, when the battery ran out and I tried to charge again on a different charger it would not recharge. I took my phone into the apple store (Toronto Eaton Centre, Canada) and received terrible customer service. The 'genius' took maybe 5 seconds to not listen to my complaint before running off with my phone and charger and then coming back with a new handset and cord and asking me to pay for the replacement. I have since spoken to the manager of the store who was equally unhelpful or concerned about the issue and informed me that he couldn't help because they have since lost my old handset in the apple warehouse system.
I am not only concerned that my current handset could now catch fire, but I am also concerned at the level of disinterest from a company about what is clearly a dangerous fault. What could have happened if I was asleep when it was charging?
As a consumer, this is my first apple product and I had been looking at buying a macbook very soon, however following this incident where I have been penalised through no fault of my own for using a dangerous handset. Then the total lack of concern, apology or interest demostrated by apple has put me off ever using apple products again.
I would urge others to be very very careful when charging their handsets as this could have been a lot worse. If your phone is damaged certainly do not expect any support or assistance from Apple.
Regards
Colin

The iPhone was out of warranty.
It has suffered physical damage.
The Genius Bar staff evaluated it and found it and the charging cord non-serviceable*
The customer was presented a price for OOW replacement
Customer declined, and decided to escalate to a supervisor.
These are pretty much the only facts at play here. The rest is emotion and speculation. The asterisk is for this. You'll have to trust most of this, including the fact that I have a few credentials in Public and Occupational Safety
*If the iPhone was considered a safety hazard, it was very likely placed in a fire-resistive environment. Once it goes in, taking it out is a very serious matter that involves the safety of personnel, the building and other occupants. During the escalation, chances are very high that the iPhone was disposed of according to safety protocols. To have given it back to the customer would have been a serious liability issue. The iPhone wasn't "lost," it was neutralized.
If the customer does not want the OOW replacement, the Apple Genius Bar management or staff is unikely to hand him/her something that could be dangerous or volatile. It would be irresponsible to do so.

I uploded the new itunes software and now my ipod touch is not getting reconized in my itunes. I went through all the trouble shooting support from apple. But I do have a avast antivirus on my computer i wonder if that is what is holding it up

I uploded the new itunes software and now my ipod touch is not getting reconized in my itunes. I went through all the trouble shooting support from apple. But I do have a avast antivirus on my computer i wonder if that is what is holding it up

Could be since it (security software) is listed as #5 in the following:
iPhone, iPad, or iPod touch: Device not recognized in iTunes for Windows

How to get direct support from apple

Hi, I am a new iPod user... I have just created a new account and I am having problems with language support. So I tried to get support from Apple and ended up here...
So my first question is, is this forum being maintained exclusively by iPod users or are there any apple employees helping too? Is there otherwise some other way to get help online from apple or are we on our own, just as if we were using any piece of freeware software?
And here is the original question that made me look for support: I live in Spain but like to use my PC in English. My Windows is configured for English, and so is the iTunes software. But since I have registered my user account under a Spanish location, I cannot avoid getting the iTunes Store in Spanish language. The result is a mixture of Spanish and English in the iTunes window. Is there a way of changing that and keeping my Spanish profile and billing details while getting all text in English?
By the way there must be a bug in the registration process... the first time the credit card data is requested, it says "if you live outside the US click here", so I clicked there, then selected "Spain" and I got an OK screen which ended my registration process... but the account was not created, since I was getting "unexistant account" responses. So I had to create the same account again... the second time iTunes knew I was in Spain so I could proceed with the credit card data and the account was created. This means that the screen flow fails to create a proper account in the cases where you have to select a different billing country.
OK... that is all, sorry for the long list of questions.

is this forum being maintained exclusively by iPod users or are there any apple employees helping too?
Though on rare occasions you will see a post from an Apple employee, the Discussions are intended for user-to-user assistance only. There is no guarantee, nor even a strong likelihood, that an Apple employee will ever respond to any post here.
Is there otherwise some other way to get help online from apple or are we on our own, just as if we were using any piece of freeware software?
It depends on the problem. If you're having a technical problem with iTunes or an iPod, you can call Apple tech support (there is no support via email for problems with Apple hardware or applications). The call may not be free, depending on when you purchased your iPod and whether or not you have AppleCare for it.
If you have a problem with the iTunes Store, then go to the iTunes Store Customer Service site, select the page most appropriate for your issue, and submit the web form that you'll find at the bottom of those pages (note that the form won't be on any KnowledgeBase article page, only those from the Store itself).
I cannot avoid getting the iTunes Store in Spanish language.
To the best of my knowledge, the Spanish iTunes Store itself is only available with Spanish titles, etc., regardless of what language you have your system set for.
As to your registration, did you get the account created successfully? Or is there still a problem and if so, where is it hanging up?

Impeccable support from Apple...

Dear all,
I feel that I need to say this, in view of all the negative posts regarding support from Apple.
I am, admittedly, on my 4th MB. 1st's case was badly designed, and I returned it straight away as I had so many problems of the same ilk with my old PB. The next RSDd, but had great, if not perfect support from Apple, and came away with a perfect model, apart from its line out not working. I tour with my laptop, so this was retty much a killer for me. Now, here I am on my week 38 and am not having any problems at all.
While I know that some would consider a 4th replacement hard to bare, I have had wonderful support from the Regent Street store. They have been very accomodating and helpful, and most of all understanding. It seems that they take your situation in to account very seriously indeed, and I guess the only service I have had comparable to it is private banking. All of my cases have been reviewed individually, and I feel that they take all of them seriously, offering the best solutions they can.
I know that some have had bad experiences: the point of my post is not to gloat in any way at all, it is purely to say thanks to the staff who have been so helpful, and also to provide a very positive experience were anyone to do a search of these forums.
I do rely on Apple products for my profession, but in no way feel any affiliation with them for those reasons. I do feel very indebted to them, however, for providing great customer support and, whilst experiencing teething problems with their product, dealing with it in a very professional way indeed.
To those having difficulty, I wish the very best of luck, but I just wanted to add something that I feel is very positive to these forums which tend (of course, due to their nature) to be full of negative views.
All the best, Fred

Apple no longer directly approves nor sponsors user groups. The coordination of user groups has been passed to a separate advisory board. You can find information and ask to be included in their listing here:
http://appleusergroupresources.com/
Regards.

Someone who can say how to get Adpbe flash player version 11.2.202.197 to work together with Lion on mac mini. Support from Apple can obviously not help the problem and do not care if it works

Someone who can say how to get Adpbe flash player version 11.2.202.197 to work together with Lion on mac mini. Support from Apple can obviously not help the problem and do not care if it works

Adobe flash player version 11.2.202.197 is for Windows Vista / Windows 7 / Vista 64 / Windows 7 64
Adobe Flash Player version 11.1.102.55 is the current version for Snow Leopard and Lion.
Adobe - Install Adobe Flash Player

Last 6 months back brought i pod for 50$, but i came to know that,the product is vintage model, hence no support from apple, now problem is that ipod is not working, and the serial number is edited by host ,can u pls reach me on edited by host

last 6 months back brought i pod for 50$, but i came to know that,the product is vintage model, hence no support from apple, now problem is that ipod is not working, and the serial number is <edited by host>,can u pls reach me on <edited by host>

This is a user-to-user support site not a place to reach techs. You can make a Genius Bar appointment at your nearest Apple Store and see if you can do an out-of-warranty replacement or you can use a 3rd party repair site.

I m facing challenges while connecting to wi fi , i bought my 5s in dubai , however this is a verizon carrier activated device , so i m not getting support from apple uae, plz suggest , i bought 5s to simplify things and ended up making things very comple

I m facing challenges while connecting to wi fi , i bought my 5s in dubai , however this is a verizon carrier activated device from US , so i m not getting support from apple uae, plz suggest , i bought 5s to simplify things and ended up making things very complex

You have not replied in full.
Check here warranty status https://selfsolve.apple.com/agreementWarrantyDynamic.do
Check here for Hardware troubleshooting.
Regarding warranty and out-of-warranty services you already have answer. Verizon will help only if they sold the iPhone.
Incidentally in UAE
Technical support for iPhone in this region is provided by the carrier, not Apple.
So, Contact DU.
Best

WHY IS THERE NO DIRECT SUPPORT FROM APPLE

It is so hard to know if the support from the Apple support community is legit when one is not tech savvy we have members calling each other names, lingo that I don't undertsand and the last time I tried some advice I buggered up my whole system!!
My issues with search for emails on me.com or it simply cant be done ... I don't see why its so hard. I joined mobile me as internet had issues in China for gmail.
Now its a nightmare and Apple is doing nothing about it. I don't even know who to ask about getting out of icloud mail or reroute all me emails back to gmail now that I have a VPN.
I looked at the related forums and there is never a clear cut answer helllllpppp!!

If you want support from Apple you need to contact them by phone or visit a store.
If you are still under warranty, that would be the best thing to do anyway.
There are no Apple techs here on these forums. Apart from the hosts who manage the site, all the people posting here are volunteers; users, the same as you.
The quality of the advice varies, and considering it costs nothing, I'd argue it is good value, but one should be prudent and not believe everything that is said, though you could also apply the same to life in general.
This site is more extensive than many realize and finding the right place to post your problem can help enormously, as people tend to hang in the forums that they know most about.
Here is a link to the site map to explore.
http://www.apple.com/support/sitemap/
Remember you can always contact an Apple store for professional help.

HT5312 I forget the answers of security questions and i don't have rescue email how can i reset security questions, especially that i don't have a support from apple in my country lebanon to contact with

I forget the answers of security questions and i don't have rescue email how can i reset security questions, especially that i don't have a support from apple in my country lebanon to contact with

Alternatives for Help Resetting Security Questions and Rescue Mail
     1. Apple ID- All about Apple ID security questions.
     2. Rescue email address and how to reset Apple ID security questions
     3. Apple ID- Contacting Apple for help with Apple ID account security.
     4. Fill out and submit this form. Select the topic, Account Security.
     5. Call Apple Customer Service: Contacting Apple for support in your
          country and ask to speak to Account Security.
Note: If you have already forgotten your security questions, then you cannot
         set up a rescue email address in order to reset them. You must set up
         the rescue email address beforehand.
How to Manage your Apple ID: Manage My Apple ID

Suprised at lack of service from Apple!

When I logged onto this form I thought my problem would be addressed. But this is not the case. Where is Apple? I am surprised and dismayed that there is no response from Apple. Is this the norm? Does Apple not help out here?
My issue is this error message:
Safari can’t open the page
“https://support.apple.com/cgi-bin/WebObjects/ACAuthWeb.…79ae23&path=/
login.jspa%3FsuccessURL%3D%252Findex.jspa” because it couldn’t
establish a secure connection to the server “support.apple.com”.

I did the following and it solved the problem.
Re: Certificate Issues
Posted: Dec 4, 2006 6:20 PM in response to: Kagan
I HAVE THE ANSWER EVERYONE!
Alright. Print this off and to take care of the issue.
Insert your Macintosh OS X Install Disc 1 into your computer. Now restart your computer. When you hear the start up chime, hold the "C" key until you see the spinning jog wheel. Let go of the "C" key and you will be brought to an install window. Select English as your main language and continue through the process. When it asks you where you would like to install Macintosh OS X, select the Macintosh HD and then select options. Do JUST and Archive and Install. This will take a while, but once it is done, it will resolve all certificate issues including SSL in mail for e-mails. After this, perform all of the software updates on your computer.
Note: This WILL NOT wipe your hard drive.
Have fun and good luck everyone. And thank you everyone for the help.
PowerBook G4 15" Mac OS X (10.4.8) Mackie Onyx 1640 with Firewire Option Card

Icon user here chiming in on lack of support from Verizon

As everyone else, I've been waiting patiently for Verizon to release the 8.1/Cyan update for the Lumia Icon since JULY. I've shared the same frustrations that have been expressed on this forum countless times over the past months, but never felt the need to chime in until now.
I've been a Verizon customer for around 5 years, starting with a Windows Mobile Omnia 2 and later going through an HTC Trophy, a Lumia 928 and now the Icon (since March). In all cases save for the 928, Verizon's support has been anywhere from non-existent to downright ignorant (Omnia 2 suffered from countless issues network connectivity-wise, which Verizon never managed to solve, Trophy never received the WP 7.8 update, and the Icon not only has been waiting for the 8.1/Cyan update for several months, but also got discontinued in about half a year after release. 928 at least received the Amber update in a timely fashion, but of course has also suffered from the same lack of support that the Icon owners have gone through.) To add insult to injury, Verizon has also offered far fewer options for Windows Phones over the years than other carriers have.
Despite all of these issues over the years, I always justified staying with Verizon due to my perception that their coverage was unparalleled. As I'm in the military and thus move around a lot, this was very important to me. So much so that I even chose to upgrade to the Icon instead of switching to AT&T despite currently being stationed in WV where Verizon doesn't even operate it's own network, causing me to have serious connectivity issues all over the place. I figured I'm only gonna be in the area for so long, and when I leave for some other assignment, I'd be glad I stayed with the superior network.
Well, times have changed. First of all, when I first signed up for Verizon, AT&T's network (at least in the areas where I worked at the time) had a very poor reputation. Now, five years later, I've been hearing nothing but good things about them. Supposedly Verizon's network is on average a bit faster, but coverage and reliability-wise they seem to be very close. As long as I can get a decent signal wherever I go, I really don't care if my speeds are a little bit slower. I'll use my computer and ISP for anything that requires high speeds.
I was still willing to give Verizon a pass on the delays with Cyan as long as they released it by the end of the year, but my eyes were opened by two events, one of which just happened today. First, was the very abrupt discontinuation of the Icon, THE flagship Windows Phone device. Then today I walked into the Verizon corporate store in Petaluma, CA (currently training in the nearby area) asking if they had any information about the timeline for the Cyan update. The guy at first seemed friendly and went into the back to talk to someone with more knowledge on the matter. He then came back and told me the most far-fetched line yet. He said Microsoft was discontinuing the Lumia phones and going forward was only going to provide updates to the HTC and Samsung models. Whatever the case, Verizon was not responsible for the updates. I couldn't help but laugh at the absurdity of this nonsense, and told him No, Microsoft bought Nokia, and the Lumia devices were simply being rebranded as Microsoft. In no way shape or form are they being discontinued. Well, he must have been insulted by getting corrected, because he then said to me and I quote: "I don't know, why don't you just go read about it on the internet then.", and began to walk away.
I have come to realize I've been putting up with Verizon's ignorance and lack of support of the Windows Phone platform for half a decade because of an illusion of supposedly better service! After all this time they haven't changed their ways and show now signs of changing. Sticking with Verizon is only going to result in more headaches, delays and disappointments. After my encounter with the representative in the previous paragraph, I stopped him and asked to talk to the manager, because I wanted to make sure I was getting the most authoritative answer I could get to my next question. I wanted to confirm that as a Verizon Edge customer, if I paid off my device in full, I could leave their network for another provider at any time (somehow I overlooked this fact when I signed up in March. I chose Edge simply to give me more flexibility with upgrading my phone), and she confirmed this was the case.
So to conclude, I have decided to wait until the end of the year. If by then Verizon has not at the very least provided a firm date for my Lumia Icon to receive the Denim (yes, Denim. After all this time, only updating to Cyan is not going to redeem them in my eyes) update, I will pay off my Icon, and switch to AT&T. Quite frankly, even then I think there is a high chance I will end up switching after my phone has been paid off in the normal timeline, because I feel there is no basis for me to trust Verizon with behaving any better in the future, but if they want to have any hope of me staying on as a customer, I better have a firm date for the Denim update by 2359 on 31DEC2014. I can understand delays, but I will not stand for Verizon's lack of communication to their customers. In the end I will vote with my wallet.

Here you go I found an ONLINE copy from MS. I highlighted the subsection in red. Just that section right there does not guarantee you will have a warranty as long as the DP is installed.
7. Disclaimer of warranties
General. To the maximum extent permitted by law, the Deliverables are provided to you “as is” and with all faults. You bear the entire risk of using the Deliverables. Except as provided herein, Microsoft, on behalf of itself, its licensors and its suppliers, expressly disclaims all other express, implied, or statutory warranties. This includes the warranties of merchantability, fitness for a particular purpose, title and non-infringement. Microsoft, its licensors and its suppliers do not warrant that the Deliverables are error free or that operation of the Windows Phones will be secure or uninterrupted.
INSTALLING WINDOWS PHONE SOFTWARE ON A WINDOWS PHONE THAT YOU OWN.
BY INSTALLING WINDOWS PHONE SOFTWARE UPDATES AVAILABLE THROUGH THIS PROGRAM, THE FOLLOWING MAY OCCUR:
YOU WILL LIKELY VOID ANY APPLICABLE OEM, ODM OR MOBILE OPERATOR WARRANTY FOR THAT PHONE.
YOU MAY CAUSE IRREPARABLE HARM TO YOUR PHONE, INCLUDING LOSS OF ALL DATA. DATA INCLUDES SMS MESSAGES, GAME INFORMATION AND APPLICATION INFORMATION, AS WELL AS MUSIC, VIDEOS, PHOTOS AND EMAIL. ADDITIONAL DATA NOT LISTED HERE MAY ALSO BE LOST.
YOU AGREE TO WAIVE ANY SUPPORT FOR YOUR WINDOWS PHONE FROM THE MANUFACTURER OF YOUR WINDOWS PHONE AND MOBILE OPERATOR OF THE NETWORK THAT YOUR WINDOWS PHONE WORKS ON. YOU AGREE TO WAIVE ANY RIGHT TO RETURN YOUR WINDOWS PHONE TO YOUR APPLICABLE OEM, ODM OR MOBILE OPERATOR.

WORST CUSTOMER SUPPORT FROM APPLE !!

To tell in brief "I did not expect this from Apple".I made the purchase of iPhone 5 thorough the Singapore-website,the purchase was made thorough my Debit Card and as soon as the purchase was made the amount of s$948 was debitted from my account and after 24 hrs i recieved a notification from Apple that "
Dear Apple Customer,Thank you for your recent iPhone 5 order at the Apple Online Store.While we appreciate your interest in iPhone 5, Apple is unable to fulfill orders that exceed the quantity limit per customer.Your iPhone 5 order has been cancelled, and you will not be charged.Thank you for shopping with Apple.Sincerely,Apple Online Store Team"But i got this message only after 24 hrs and Money was debitted from my crd the very next second i made the purchase.When i called them and enquired they promissed me that they will reverse the money back in 4 to 5 bussiness days,its been ONE MONTH since this happened and the order was made on "oct 9" until now there "REVERSAL HAS NOT TAKEN PLACE" Whenever i call them they tell some reason and untill now its not been revered,Im ready to provide all the bank statement that money was debitted from my account and even now i checked with my bank ,still there is no reversal !!What should i do now ?Pls HELP !!

The Apple Support COMMUNITIES is a user-operated apple-run page where users of the COMMUNITY help other people the best they can. Apple employees do not have anything to do with this page apart from own the servers and design it. If you want to speak to Apple then go to their Customer Support here: http://www.apple.com/uk/support/contact/
Remember, this isn't a customer support page, it's a community forum based on using Apple products. If you wish to refer to Apple employees then this is the wrong website.
Hope this helps.
- bi9scuit

IPhone 4S shutting down after iOS7 and support from Apple Chat

So, my iPhone is shutting down suddenly with battery at about 40% and saying that it ran out of juice, asking me to plug in the charger. When I do it, it shows 40% again. It looks like other people have similar issues with not only the 4S, but iPhone 5 as well.
I tried to contact the char support and well, read by your self below. Not only nothing was solved, but the support just hanged up the chat on me, and didn't answer my last question. That's really not what I expected from Apple. Well, that's it, no more iPhone in my household.
Case ID is 537464016 in case anyone from Apple wants to check it out. I'm selling this iPhone and never coming back.
Now Chatting with Calvin
Thanks for contacting AppleCare chat support. My name is Janan. Please give me a moment to look over your information.
Please note: In the event that we get disconnected it's likely due to a system or connection issue. It is never our intent to disconnect from you. If you do get disconnected, please chat us back or go to [Contacting Applehttp://support.apple.com/kb/HE57http://support.apple.com/kb/HE57] for phone support numbers and refer to the case number on the email that you've already received.
Hi Janan
Hi Luccas, how are you doing today?
Good thanks. I have an issue with my iPhone 4S
Luccas, from what I see in the pre-chat notes you provided, it looks like you are having an issue with Battery life. Is this correct?
Since I updated it with iOS7, the phone is shutting down suddenly when the battery is below 40%
I wait then about 10 min, or I do plug in the charge, and the battery shows 40% again
I tried to restore the phone using iTUnes
twice
but the issue is still happenning
Did you set up your phone as new after restoring?
yes
How long until the unexpected shut downs started up again then?
straight away
I found your diagnostics… Give me a moment to have a look?
ok
Ok, there may be an issue with your battery, but we’ll need to have you do some troubleshooting before we can verify that it needs replacing. How does this sound to you?
sounds good
One moment while I tic the boxes of the things you’ve already done please
ok
Do you show any appellations in your App store that needs updating?
no
Do you lock your iPhone when not in use to shut the screen off?
yes
How bright have you set your display?
it's on automatic
Do you use Wifi mostly?
at home and at work yes, so it's on wifi most of time
Do you have a lot of applications pushing notifications to you?
no, the phone doesn't have a lot of apps, especially after I restored it
Understood
Do you use your phone for emails?
yes
On your phone, would you go to Settings > Mail, contacts, Calendars > Fetch New Data for e please?
yes
it's set to push
but I don't use the mail app from Apple
I use the Gmail application
Ah… Ok
So there’s no email used there.
Back up to the Settings page please?
ok
Go to General > Background App Refresh now
yes, I disabled most of the apps her
I just have the Gmail app and the Google Maps
as these are the ones I use most
LOL… You are the perfect user!
What about Location Services?
it;s on, but again, just for google maps
Ok
and the find my phone service
Exactly
Let’s go back into General then Usage please?
Sorry, Nevermind, I can view that from your diagnostics...
ok
Do you use Instagram?
yes
That’s caused some memory issues of late...
Your battery is starting to show wear though
I didn't have any issues before updating to iOS7
the battery was working perfectly fine
never have any shutdown
Your battery is also 2 years old
One of the updates addressed battery issues and since you’ve restored your iPhone, it appears that it is on its way out.
the battery was 2 years old last month as well, when I had iOS6 and was working fine
I have done all updateds
I certainly apologize about the inconvenience this issue is causing.
But since you’re using your phone correctly, your restore hasn’t had any affect, this is the only conclusion I can reach
so, what's the solution?
can I come back to iOS6?
I’m afraid there’s no way to go back to iOS 6
so, I can't come back to the OS my phone was working properly, and I have to stick with a OS where my phones shutdown in the middle of the day with half battery full
Again, it isn’t the fault of the operating system software.
so, can you explain me why not?
if with iOS6 the battery didn't have a problem
and suddenly, when I update, I have an issue?
You have restored your phone and set up as new. If that fixed the battery life, then it was a software issue. If not, it was a hardware issues
look, if I come back to iOS6, the batttery issue is gone
so, it's a software issue
One moment while I get a senior advisor for you please?
ok
There’s just a few minutes wait time.
no problem
Just checking back… Our chat volume has gone up since Phone Support closed. This isn’t a normal wait but I’m still waiting with you.
that's fine
Still waiting with you
ok
Luccas, your problem requires extra knowledge and skill so I've got Calvin, one of my senior advisors taking over from here to make sure your problem gets the attention it deserves if that's okay with you. It was my pleasure to assist you today and I will leave you in Calvin's capable hands.
Thanks Janan
Hi Calvin
You’re welcome… One moment and I’ll transfer you
You are now being connected to another Advisor. Please standby.
Thanks for contacting iOS. My name is Calvin. Please give me a moment to look over your information.
Now Chatting with Calvin
ok
Hello Luccas, I see that your device is shutting down when the battery gets to about 40%, is that correct?
correct
I am really sorry to hear that, I can see that being frustrating.
it shows that image saying to plug in the charges as the battery is dead
I looked over the diagnostic it shows pass but its in yellow.
yes, especially if you consider that was working just fine one month ago before I updated to iOS7
I understand, it may cause people to think its the software but really what happens is during a restore or update sometimes it just brings the existing issues to the surface.
As even though your battery pass, its in yellow signifying its ready to failed but it appears its already failing.
Normal battery passes, its in green.
Since you have already restored it as new. That pretty isolated the issue.
sorry, I still don't get it. In one version of the software, my battery lasted the whole day without any issues. Now, after updating, the battery shutsdown at 40%. That's software issue for me. And, more important, if I wait about 10 to 15 min and try to turn on the phone. It's back again, and last until is about 30%, than, the same issue occurs.
If iOS6 was able to handle the battery just fine. I would like to be able to install it again
I understand you do have some concerns regarding iOS 7 and would like to revert back to your previous software. In order to avoid compromising your device in anyway the software is only designed to move forward. Downgrading the iOS is a feature that Apple cannot assist with as well as recommend since it can negatively affect your device.
However, we are always open to suggestions from our customers. Using this website (apple.com/feedback) would be the best option for submitting your concerns directly to Apple. We love to hear from our customers and future updates may even include specific features suggested to us by our customers.
Now keep in mind we have hundreds of millions of iOS device out there and most of them are running iOS 7 and running it fine.
In my case, upgrade the software affected negatively my device.
and a quick search on google shows that a lot of people have similar issues as me
Ok, we're running in circles here
You can do a search for iPhone anything and you will bring up a lot.
I though you would come and offer a solution
but you're just appologizing
not the kind of support I would expect from a premium product
The solution would be an out of warranty paid service.
not sure if would pay the premium next time
I don't see this as a solution. Because was an upgrade of software that made my phone stop working properly
I am sorry, I would have to respectfully disagree. I do agree that you notice the issue after the update. However does not mean that the update cause the issue.
So, explain me why in iOS6 it did happen?
I am sorry but there is just too many possibilities out there and I would just be speculating.
ok, so, at the same time that doesn't mean that the upgrade it's the cause, it could possibly mean that it's the cause, do you agree?
So explain to me why hundred of millions of units are running it fine?
I can't say about the hundred million of units
and that's not an issue that I care about
If even a fraction of the people had this call. I would not be talking to you as there would be huge backup of customers waiting.
what I care about is that the phone I paid 800 swiss francs is not working after a software update
I have a problem, and I'm contacting the customer service, so I care about being taking seriously and looking at the issue in my device
telling me that hundred of millions of devices works, and mine doesn't, that's not helpful
Ok, let me have you call phone support in you’re region. So that they can open up a engineering ticket and get you a response directly from engineering.
United Kingdom
(44) 0844 209 0611***
so, now you're saying that the last hour of my time has been useless because it's not you that can solve my problem?
and worse, you're making my self calling someone else and loosing even more time?
What I am saying is you are not accepting my solution and you believe you are correct.
So lets go with your direction to get you an answer directly from engineering.
no, you're asking me to pay for a new battery
That is my solution.
and you're expeculating that's the solution
you're not sure about that
You disagree so lets go get you an answer from higher up, do you not like that solution?
Lets agree to disagree and find you the answer you want.
Period.
ok, but I don't want to loose more of my time to call someone. And pay for the call
Debating this with me is not going to get us anyhwere.
I can setup a call back for you if you like.
you have access to the customer service system and could open a ticket
What number is best to reach you at?
+44 07445376676
just for my information
what they will look at?
anything they will do differently?
Call is schedule for 8:00-8:15 AM.
tomorrow?
Saturday.
Greenwich time.
ok, again, can you tell me what they will look at? anything they can see that you couldn't?
Thank you for your time.
Your chat session has ended. Thanks for using Apple's chat support

Sounds like you have a battry issue but don't want to believe it.
If a car was running fine on one tank of gas, then you filled it up with another tank of gas and it began to run funny, one might suspect that tank of gas. But let's just say coincidence blew a valve-- would you think the new tank of gas was the culprit?
BUT WAIT!! It just might have been! The gas could have been of higher octane and put more more strain on the valves; you know, like going from 87 octane (OS6) to 93 octane (OS7) and showing you the engine was on the edge of compromise.
Sometimes you have to go with common sense. If everything else is ruled out, it must be the battery. And if it runs fine one moment in OS6 but immediately ***** in OS7, I'd believe my battery was suspect-- though comfy-- in OS6 but the OS7 showed its true power.
Moreover, if you had the answer-- or didn't want to believe someone's more competent advice-- why did you even call? You've already shown that you don't know much when you asked if you could go backwards after setting up the new OS as a new phone.
Additonally, if you're such the know-it-all, but yourself the $29 battery and put it in yourself. It's a piece of cake.
<Edited By Host>

Unbelieveable lack of support from Apple (error -50 issue)

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