What has happened with Apple Support?

I convinced my friend to purchase a refurb Macbook Pro last week. I explained "the same warrenty, I've purchase 3 refurbs with no problems, yada yada".
His MBP shows up with a "5th leg" under the Superdrive! Dented from the inside out. We found this out when we tried to start installing some software via DVD and the DVD got jammed inside and wouldn't eject (and sounding like it was shredding said DVD). Finally after a small pair of tweezers and a quick hand, I was able to snag the end of the dvd and "help it out".
I told my friend how sorry I was, and explained that we will ship it back and Apple will surely just ship another refurb to him.
Currently, he has spoken with 6 different people, over an hour of phone time, and none have followed through with not even a return number! Plus, each and evey new "tech" that he speaks to wants his name, order number, address, credit card, and probably his favorite color!
What has happened? I have been praising Apple for 25 years, and now I'm just embarrassed (for me and Apple).
Had to vent, and was wondering if anyone else has had this experience lately?

Your friend only needs a single 'yes' to resolve this. Tell him/her to hang in there! Insist on good service. It is definitely owed.
I have found that dedicating the time to get it done, and then not accepting any answer except the ethically right one, will achieve the right result. I would bet the call center folks are trained to drag feet on giving return authorizations on refurbs. That is an institutional thing that is not particular to just Apple. The ignored problem often will just go away. On a call to support the need is to insist on going uphill to supervisor and then manager and not hang up until a equitable solution is arrived at. Polite, unfazed - insistant.
We all hate it when an error like this makes Apple look small.

Similar Messages

What has happened with Safari?

Safari 6.0.4 on retina MacBook Pro, practically ALL images on the web are blurry now. I mean, even the Google doodle image for example or just about any image on any webpage. I'm kinda new to Safari (and Mac) but this was definitively not the case with previous version.
This is not happening with Firefox or Chrome, but with the built-in browser? Any input on this?
Regards,
martindogg

Hi Mike,
Try navigating to..
System Preferences > QuickTime > 'Advanced' Tab > 'MIME Settings'
.. and uncheck 'Images/PDF image'. Restart Safari.
Yang

What has happened with Spotlight? Can't find files anymore. Why?

Apparently I have two iPhoto libraries. When I use Spotlight to find them, I get an iPad user guide as the first return. One library is in Pictures. If I search that Finder folder for iTunes Library, search finds nothing. If I search that folder for iPhoto it returns iPhoto Slideshows, a file that follows after the iPhoto library file. If I use Spotlight, it returns hundreds of unrelated files. Not useful.
If I double-click the library in Pictures, I get this message in iPhoto: Do you want to switch the current iPhoto Library from “iPhoto Library” to “iPhoto Library” and relaunch iPhoto?
I suspect if I do, I'll never find the library that is now open. How'd I get two libraries? I didn't do that.
My main question: Why doesn't Spotlight return the location of the file I'm looking for?
Seems to me I've been finding files very efficiently with Spotlight for years, but this new version is almost useless.

Yes, I've done that. I just did it again in response your suggestion. Had a fusion disk problem s few days ago; had to wipe it and restore so I'm working with a clean system. Should have been indexed... I dropped my whole hard disk in the privacy space; nothing happened. Then I dropped iMac Home; I could see it was indexing. But nothing changed...
Today the problem was searching for a library and I wondered if Spotlight is coded to not find such Apple created fundamentals.... But daily, no matter what I'm searching for, even if I find it, it is not as efficient as it used to be.
Maybe I'm just a grouchy old man, but it seems to me Spotlight was better before it was improved.

What has happened to HP Support Assistance on my Windows 7 Ultimate computer

I have an HP h8-1360t desktop computer with Windows 7 Ultimate installed. I recieved some sort of message about updating the HP Support Assistance program. I tried to do that and since then I have not had the HP Support Assistance program on my computer. I have searched everywhere to try and relocate and download the program. I have had no success at all and would like some help with accomplishing this task. Thanks, if you can help me.

Sorry, but the link; http://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html#.UwKaJYVqPgk
opens up what appears to be the proper fix and starts to download. When that happens, I get an option to select whether I want to accept files already downloaded or do I want to accept them as they are. Regardless of what I choose, at this point, the download stops and that is now the end as far as reloading and using the HP Support Assistance program. So that is where I am now and still cannot make any headway. If you might have a remedy for this program condition, please help me solve it. Thanks, in advance of your help. I greatly appreciate it.

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

What has happened to Apple?

Okay. I've been an Apple fan since the beginning, but things are falling apart... Mavericks is buggy. Mac Mail hangs ALL OF THE TIME.. I've never had to force quit as much as I do now. My iPhone/iPad is buggy and iTunes is just going nuts. If I go to a song, it just starts flipping out and moving to other songs (and it never did that before)... Sometimes when I end a call, it never ends until I shut down my iPhone and restart it... And don't get me started on final CutPro X. I really hope that Apple follows Steve Job's ideas, because since his passing, Apple has not been as reliable and as awesome as it used to be.. Please fix... I'm using the latest MBP Retina and newest iMac and iPhone. (I liked the way it was. I wish I could downgrade)... Thanks..

There are a lot of us long-time Apple product owners out here who feel the same way. I have Mac with older OS (SL, Lion & Mtn Lion), and after reading all the problems with Mavericks I will NOT upgrade--ever. I waited a long time to upgrade to Lion and Mtn Lion was forced on me because I bought a refurbed 2011 iMac (because they still have an optical drive--don't get me started on that omission starting in 2012) and it came with it.
Both my sisters also lament the downward slide of quality control in Apple products. One just bought the newest MBP with Mavericks, only to find she will be FORCED to use iCloud because there is no ability to sync to a computer. We have a lot of CDs and audiobooks NOT through iTunes (ever hear of free music and audiobook CDs from the library we are allowed to put on our computers?), and now there is NO way to put them on a Mavericks computer. Apparently, this was not mentioned in all the hype over Mavericks. Latest and greatest??? No, worst and "worser."
Have you seen the latest iCloud version of iWork? OMIG, it's not worth the digital imprint it takes up in cyberspace. You can't do anything with Pages but the most, most, most basic commands. Of course, it's "Free." Don't bother taking this free offer.
I'm mad at Steve Jobs for not getting the surgery at a point that would have saved his life--at least for a few more years. I can't believe that he would let all this shoddiness slip through to the customers.
Apple seems to pander to the younger, newer purchaser who doesn't know any better, and us loyal long-time Apple product users be damned!
It's almost enough to make me switch to PCs...although who knows how they've changed things since I left them behind? I will say the Samsung phone screens are MUCH easier to read than the iPhone, and I've been tempted to switch to Android iOS to get one.
I have an "Orchard" of Apple products, and even though they are aging, I don't plan to add anymore as long as I am able to use what I have.

What is happening with apple??safari is getting worse..WHY???

not only safari is getting more difficult to use,its the flash problem for exemple,but also now it becomes strange when i change some settings (before when i open the safari window,it open with the top sites..now its impossibel to do this..i change to different options but after when i open safari..it is opening always with the last windows that i was using..
any one have any idea of what is happennig??

All browsers require a certain amount maintenance and troubleshooting from time to time.
First, disable the Lion resume feature...
Open System Preferences > General
Deselect: Restore windows when quitting and re-opening apps
Then restart your Mac then open the Finder. From the Finder menu bar click Go > Go to Folder
Type this exactly as you see it here: ~/Library/Preferences/com.apple.Safari.plist
Click Go then move the com.apple.Safari.plist file to the Trash.
Launch Safari. From the menu bar click Safari > Preferences then select the General tab.
Click the pop up menu to the right of: New windows open with: Select Top Sites
Quit then relaunch Safari to test.

What has happened with Quality with an Acer Product?

My son purchased an Acer Aspire E1 in the Spring of 2014, the Hard Drive failed within 8 months. No problem, the warranty took care of it. I now have had the Hard Drive replaced again within the 7 months of the factory replaced one. Acer's tech support lured me in to purchasing their Recovery Thumb Drive, saying it would solve the problem. To find out that when trying to boot up, a message displays L:/MAPP is missing. Took it to a Reputable Computer Repair Center, they replaced the Hard Drive. When you try to contact Acer about their product failing, then having it Factory replaced, only to fail again, you get some 3rd party,from a foreign land, who also wants money to talk to you. I want someone from ACER to refund some or all the cost of replacing their Hard Drive, which should of came with a warranty,since they replaced it, and the refund of the Recovery Thumb Drive, that wasn't needed to fix Acers problematic Hard Drive. My son uses the Acer's laptop for every day normal use. No gaming downloads, no 100,000 picture down loads, just to be used for collegic activities. I have a Dell Inspiron that has lasted me 4 years and counting. Well Acer, are you going to help a DAD out of possible Acer production quality failure??

Use their Recovery thumbdrive they gave you and format it. Then save your son's data on it. Unplug the thumbdrive and carry the laptop out to the garbage and drop it in the can. Go out and buy a new laptop from a company that actually provides support.

What Has Happened to Apple Discussions?

Apple Discussions web site. It seems that every single day periods of a few minutes to a few hours go by with Discussions "tempoarily unavailable." When it is available, it is often abysmally slow. Offhand, I cannot think of another web site with performance like this, although Dell discussions had similar problems a few years ago and was a contender for the title.
An occasional word of explanation would be welcomed by those who time after time are unable to connect to Apple Discussions.
Bob N.

Robnich,
I bet they are working on Apple Discussions to make your and others experiences better. If you noticed when those "temporarily unavailable" messages appear that it is during the "off hours" of the average persons day. Usually it is during the day when most people are at work (mid day) and late night/early morning around 2ish. I have noticed the occasional slow down, but I have also noticed the same effect with other forums. If you remember what Apple Discussions was like after the switch; it is 101% better. You may want to try deleting the Apple Discussions cookies and then going back.
Jon
Macbook 2.0 White (100Gb HD 2Gb RAM) Mac Mini 1.42Ghz, iPod (All), Airport (Graphite & Express), G4 1.33Ghz iBook, G4 iMac 1Ghz, G3 500Mhz, iBook iMac 233Mhz, eMate, Power Mac 5400 LC, PowerBook 540c, Macintosh 128K, Apple //e, Apple //, and some more... Mac OS X (10.4.5) Moto Razr, iLife '06, SmartDisk 160Gb, Apple BT Mouse, Sight..

What has happened with forum?

i just discovered that i have been given a new MEMBER name and i am shown as becoming a member today.
i was "vinsolo" for some years.
i am also given credit for a post by prancibal, or something like that.
is there an administrator?
vince
Message was edited by: solomito

waller, thanks for your reply.
by getting nowhere i mean that when i select the dropdown "my personal info" (or something like that) i get a greyed out page on which i can see all the fields that i want access to but the spinning gear never stops and the page never fills in.i can go anywhere on my browser but i cannot access that page. thus i get nowhere.
i regret that i felt forced to try something here.
the screen name here is not my screen name but part of my personal information.

I have used Firefox for years with no problem. For the past 2 weeks it has crashed repeatedly after 1 to 15 minutes. What has happened? Is it the updates?

What has happened?

Look at iOS Troubleshooting Wi-Fi networks and connections http://support.apple.com/kb/TS1398
iPad: Issues connecting to Wi-Fi networks http://support.apple.com/kb/ts3304
Additional things to try.
Try this first. Turn Off your iPad. Then turn Off (disconnect power cord) the wireless router & then back On. Now boot your iPad. Hopefully it will see the WiFi.
Change the channel on your wireless router. Instructions at http://macintoshhowto.com/advanced/how-to-get-a-good-range-on-your-wireless-netw ork.html
How to Quickly Fix iPad 3 Wi-Fi Reception Problems
http://osxdaily.com/2012/03/21/fix-new-ipad-3-wi-fi-reception-problems/
If none of the above suggestions work, look at this link.
iPad Wi-Fi Problems: Comprehensive List of Fixes
http://appletoolbox.com/2010/04/ipad-wi-fi-problems-comprehensive-list-of-fixes/
Fix iPad Wifi Connection and Signal Issues http://www.youtube.com/watch?v=uwWtIG5jUxE
 Cheers, Tom

I'm from Perú. My iPad doesn't work. I'm trying to contact with apple support but I can't. What can I do? How can I contact them?

I am Eileen. I'm from Perú.
I'm really concerned.
My iPad doesn't work since 2 months ago. And I can't do anything. In the Istore (where I bought my iPad, 1 year and 5 months ago) said that they couldn't repair it, and I must to go to USA to fix it.
So I'm trying to contact with apple support but it's impossible.
I hope you can contact me, and it would be better if someone who speaks spanish contact me.
Thanks.

You may have to try and contact the authorized Apple support in Mexico or Brazil:
Latin America and the Caribbean
Brazil
0800-761-0880
Mexico
001-866-676-5682
iPhone:
001-800-692-7753
The 800-numbers to contact Apple (US) we see at the main Apple Store (US) are not
able to be used out-of-country; some listed in the Contact Apple are main numbers
though and one could pay the toll-charges to try ones luck...
•Apple - How to Contact Us:
http://www.apple.com/contact/
https://locate.apple.com/country
Find an Apple Authorized Service Provider?
Contact Apple for support and service
Sadly, most responding people here are just product owners and users; we do not represent
Apple, its policies, or other aspects of the business. As volunteers of our time, we, from our
places of residence or other locations convenient to our free time, we donate time and some
ideas on common to not-so-common technical or other issues; with no expressed or implied
warranty that our advice has any binding effect on anyone, and Apple is their own boss.
Often advice here cites Apple support articles that are published; some times persons with
experience unique that worked for them in certain circumstances, is shared. Other times
one may see a few wild guesses in attempts to help people with product issues. And most
times, suggestions to 'visit some Authorized Apple Service Provider' are all one can say.
Hopefully you can find someone at the Mexico or Brazil location that can give you some help
in regard to repairs or other alternatives; or perhaps a US independent authorized service
provider could look into your product & repair it; after you contact one to see what they'd do.
PS: did you find anything using these?
https://locate.apple.com/pe/es/
http://consultants.apple.com/locator-latin.php
Good luck & happy computing!
edited 2x

I m coming from linux platform ... now need my g to work with vim ... how to install g which supports C 0x ... why does not it has repository with apple ... its so easy rather than going to UI ...

i m coming from linux platform ... now need my g to work with vim ... how to install g which supports C 0x ... why does not it has repository with apple ... its so easy rather than going to UI ...

tom i have been using ubuntu for c++ project
i use lambda and atomic (c++0x) but now as I am working on MAC not able to use them
installed xcode(4.3) and changed compiler settings to LLVM3.1 but still both features are not available
to compile wanted to have g++ which supports c++0x features ...
new to MAC (2-3 days) so was in rush to solution
let me know if you have some suggestion ...
else will try with eclipse cdt ....

What the **** is happening to Apple Support?

I'm trying to find answers to problems since Yosemite (and upgrade) has been installed. Does anyone know the best way to deal with Apple Support in the UK? I can't get to see someone in store until next Monday 24th and have been cut-off (network disconnect - not my end) via live chat.
Yosemite is proving to be a really painful experience .
If anyone has any success and advice in contacting Apple support in the UK, I'd be delighted to hear how to do it.

Try these in order testing your system after each to see if it's back to normal:
1. a. Resetting your Mac's PRAM and NVRAM
    b. Intel-based Macs: Resetting the System Management Controller (SMC)
2. Restart the computer in Safe Mode, then restart again, normally. If this doesn't help, then:
Boot to the Recovery HD: Restart the computer and after the chime press and hold down the COMMAND and R keys until the Utilities menu screen appears. Alternatively, restart the computer and after the chime press and hold down the OPTION key until the boot manager screen appears. Select the Recovery HD and click on the downward pointing arrow button.
3. Repair the Hard Drive and Permissions: Upon startup select Disk Utility from the Utilities menu. Repair the Hard Drive and Permissions as follows.
When the recovery menu appears select Disk Utility. After DU loads select your hard drive entry (mfgr.'s ID and drive size) from the the left side list. In the DU status area you will see an entry for the S.M.A.R.T. status of the hard drive. If it does not say "Verified" then the hard drive is failing or failed. (SMART status is not reported on external Firewire or USB drives.) If the drive is "Verified" then select your OS X volume from the list on the left (sub-entry below the drive entry,) click on the First Aid tab, then click on the Repair Disk button. If DU reports any errors that have been fixed, then re-run Repair Disk until no errors are reported. If no errors are reported click on the Repair Permissions button. Wait until the operation completes, then quit DU and return to the main menu. Select Restart from the Apple menu.
4. Reinstall Yosemite: Reboot from the Recovery HD. Select Reinstall OS X from the Utilities menu, and click on the Continue button.
Note: You will need an active Internet connection. I suggest using Ethernet if possible
            because it is three times faster than wireless.
5. Reinstall Yosemite from Scratch:
Be sure you backup your files to an external drive or second internal drive because the following procedure will remove everything from the hard drive.
How to Clean Install OS X Yosemite
Note: You will need an active Internet connection. I suggest using Ethernet if possible
            because it is three times faster than wireless.

Installed Yosemite om my MacBook Air, resulted in no Sound at all. No input devices no output devices. What can do? Have had 2 meetings with Apple support with no results.

Recently, I installed Yosemite on my MacBook Air. After that I had no sound. Not even the start up chime. In Sound preferences there are no input devices and no output devices. I have had three meetings with Apple support with no results. Can anyone help? This seems to be a regular problem.

Try these in order testing your system after each to see if it's back to normal:
1. a. Resetting your Mac's PRAM and NVRAM
    b. Intel-based Macs: Resetting the System Management Controller (SMC)
2. Restart the computer in Safe Mode, then restart again, normally. If this doesn't help, then:
     Boot to the Recovery HD: Restart the computer and after the chime press and hold down the
     COMMAND and R keys until the Utilities menu screen appears. Alternatively, restart the
     computer and after the chime press and hold down the OPTION key until the boot manager
     screen appears. Select the Recovery HD and click on the downward pointing arrow button.
3. Repair the Hard Drive and Permissions: Upon startup select Disk Utility from the Utilities menu. Repair the Hard Drive and Permissions as follows.
When the recovery menu appears select Disk Utility. After DU loads select your hard drive entry (mfgr.'s ID and drive size) from the the left side list. In the DU status area you will see an entry for the S.M.A.R.T. status of the hard drive. If it does not say "Verified" then the hard drive is failing or failed. (SMART status is not reported on external Firewire or USB drives.) If the drive is "Verified" then select your OS X volume from the list on the left (sub-entry below the drive entry,) click on the First Aid tab, then click on the Repair Disk button. If DU reports any errors that have been fixed, then re-run Repair Disk until no errors are reported. If no errors are reported click on the Repair Permissions button. Wait until the operation completes, then quit DU and return to the main menu. Select Restart from the Apple menu.
4. Reinstall Yosemite: Reboot from the Recovery HD. Select Reinstall OS X from the Utilities menu, and click on the Continue button.
Note: You will need an active Internet connection. I suggest using Ethernet if possible
            because it is three times faster than wireless.
5. Reinstall Yosemite from Scratch:
Be sure you backup your files to an external drive or second internal drive because the following procedure will remove everything from the hard drive.
How to Clean Install OS X Yosemite
Note: You will need an active Internet connection. I suggest using Ethernet if possible
            because it is three times faster than wireless.

What has happened with Apple Support?

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