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Apple unbelievably bad customer service

I have an iPhone 4 through Verizon. I have a software issue with iTunes and the photo albums in the phone. After a hour and 20 minutes on the phone I was finally transferred to an Apple rep who said since I have had the phone longer than 90 days I have a choice of paying $29.99 twice as I have 2 problems or buying a one year service contract for $69.99. This is the most outrages thing I have ever heard of for customer support. It's one thing to charge for support for small low cost items but an iPhone is a $600.00 item. If you get one of these phone pray you never have problems or be prepared to pay through the nose to fix them. No more Apple products for me.
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1 comment
Anonymous
#443742

you could always try restoring the phone to the latest firmware, that is what the rep would tell you to do anyways after they got your money.

ID
#297423 Review #297423 is a subjective opinion of poster.
Location
Fargo, North Dakota

Apple Products are built cheap

both my Apple laptop and ipod touch have stopped working. The fix for the laptop was $850 and the ipod was $89. Both were less than 16months old. Apple has great technology but their quality is horrible. I spent $2300 for the laptop and $200 for the ipod. The Ipod just stopped working. I had the battery replaced for $69. What a rip off. It worked for a week and then blacked out again. The lap top's hard drive died. I will never buy Apple *** again..Please send Apple a message with me and let them know we are tried of paying top dollar for products which last a year and a half.
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1 comment
Anonymous
#429448

$850 for a hard drive??????

I bet I could buy a faster PC with more storage for $850 and then use your macbook as a mousepad, lol.

ID
#296606 Review #296606 is a subjective opinion of poster.
Location
Brooklyn Park, Minnesota
Product
Apple Laptop
Loss
$2500

Apple quits fixing known MacBook Pro defect; renders $2500 computer useless

Visit http://support.apple.com/kb/ts2377 (Article: TS2377; Last Modified: September 07, 2011) SYMPTOMS: No computer screen display (or distorted screen display) even when the computer is on. Products affected: MacBook Pro 15-inch and 17-inch models with NVIDIA GeForce 8600M GT graphics processors, manufactured May 2007-Sept 2008. FROM APPLE: "If the NVIDIA graphics processor in your MacBook Pro has failed, or fails within four years of the original date of purchase, a repair will be done free of charge, even if your MacBook Pro is out of warranty.... Apple will continue to evaluate the repair data and will provide further repair extensions as needed." NOW APPLE IS REFUSING TO FIX THIS DEFECT! Please log a complaint at www.apple.com/feedback/macbookpro.html (select "bug report"). It's a DEFECT, not anything caused by the consumer.
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ID
#287786 Review #287786 is a subjective opinion of poster.
Location
Burlington, Vermont
Service
Apple Repair

Itunes terrible policies

"I bought 3 movies from iTunes. Could not download them. Don't know why. ITunes error for some reason. Tried many times, always error messages. Then I got a new computer. Downloaded ITunes again. All my stuff had been erased! It was an ordeal to get back all the music I had lost. Then I tried talked with itunes custumer service about the 3 movies I was never able to download and they said it was past the 60 day limit on returns. Their hands were tied apparently. (Give me a break, they can't issue a credit for 3 movies? They CAN'T? Get real). On top of that, their continuous 'polite' e-mails are tiring because they are not backed up with a real desire to do right by the customer. It's not enough that they virtually monopolize the market. I wouldn't even mind that, except for all the technical errors, non-user friendly interfaces and lack of willingness to do right by the customer in such an obvious case where they should justrefund me my money for movies I could never download. Or give me a credit, I would even be happy with that. Bad procedure itunes."
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ID
#284944 Review #284944 is a subjective opinion of poster.
Location
San Diego, California

Terrible coverage, horrible customer service

My iPhone constantly drops calls, consistently can't get email, consistently can't send email, and is locked to Telus. Telus says they won't fix the problem connecting downtown (where I spend 8 hours a day in Calgary). They didn't say they can't fix the problem, they said they won't fix the problem. Further, they acknowledge the problem but won't unlock my phone - which I paid $900 for outright (no plan). The service is poor and the customer service is poor. If you work downtown or near UofC, your phone will spend most of it's time in brick mode. Telus, you've got me over a barrel now but as soon as I get a new phone, you lose a customer for life. Don't you get it?
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ID
#281925 Review #281925 is a subjective opinion of poster.
Location
Calgary, Alberta

Apple iMac hard drive failure

Update by user Dec 13, 2011

Thank you Apple for rectifying the situation

Update by user Dec 08, 2011

Starting to look positive and like Apple might come to the party. Will keep you posted

Original review posted by user Dec 07, 2011
My 3 year old iMac wasn't well and because I had exams on I shut it down and left it. Finally got it to their premium repairer, as it turns out, one month after the warranty expired. Apple customer service was happy to assist UNTIL they found the hard drive had not been replaced with a genuine apple part - I was not aware of this and was never given the option of genuine or third party hard drive. Strangely enough when you take your device to the manufacturers listed "premium repairer" you assume they are going to use genuine parts. This aside, the hard drive should not have failed and I feel very strongly that in this instance Apple, who promote an image of quality, have provided anything but
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2 comments
Anonymous
#481254

Agreed

Anonymous
#387469

You should be mad at the third party provider and not Apple for supplying you with a non Apple part.

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ID
#279908 Review #279908 is a subjective opinion of poster.
Location
Auckland, Auckland
Loss
$550

The scamadvisorygroup website is itself a scam

The company has an address in the country of Cypress. So it's located outside of the US. They will never answer their phone. They will never answer their support tickets or support email. They WILL answer their pre-sales email, but if you ask them anything other than a pre-sales question on that email they will tell you they can't answer your questions. Judging from their support ticket website, they only bothered to support up to iOS 4 and just stopped. So I guess they are just milking this scam for as long as they can. Probably no one can shut them down. They obviously spend lots of money to make their website look good and show up at the top of Google Ads. They also probably put up this side scam website: http://scamadvisorygroup.com/unlock-iphone-scam/ that makes it look like they are not a scam, when that is exactly what they are. A quick check to http://scamadvisorygroup.com and you get a blank page is the dead give away that this scam advisory group is itself a scam, to get you to buy this software.
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1 comment
Anonymous
#392949

It appears this site scamadvisorygroup.com only exists to validate their *** software. I'm amazed that their payment processor continues to permit them to do business.

I also could not get any phone support from them, their phone number is bogus, their web site support form reports every email address that I've entered to be an invalid email address. This is clearly intentional as every valid email address I used was reported bogus.\

The instructions they provide do not match the download they sent. There is no way to follow the instructions provided as the software programs they sold me were not the ones described in the instructions.

They claim you can restore your phone if there is a problem but the same software from another site claims you were not supposed to be charged for the software they charge you 25.95 for. That site posts a disclaimer that you cannot restore your phone, that it WILL void the warranty, and that Apple can detect that you've jailbroken your phone.

ID
#278241 Review #278241 is a subjective opinion of poster.
Location
Wilmington, Delaware

No support, no refund

i bought the program to unlock my Iphone 3GS version 4.3.3 and followed exactly what is written in their website. It did not unlock my phone, as a matter of fact, it keep telling me that the version I have in my Iphone is not compatible. I complained to Paypal after previous attempts of contacting their customer support failed. They apologized and sent me an unlocking hardware which is not usable since it is for a Iphone4 (micro SIM!). Unfortunately, I canceled my Paypal complaint before I found out that the hardware they sent me is unusable in my Iphone. By the way, just in case you would like to know, this company is in Cyprus, not in the USA. That is the return address that is in the envelope they sent me. I had to cancel my credit card because I had charges for train tickets in Europe 2 days after I placed my order! Coincidence? I think not
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1 comment
Anonymous
#382938

I hope u now realize that is a scam, no one can unlock an iphone except for the cell provider.. Scam, Scam!

ID
#278106 Review #278106 is a subjective opinion of poster.
Location
Rochester, New York

Apple. poor customer service.

summarizing everything. i have been contacting them for half a year. i should have gotten a free software upgrade. but they didnt inform me when is the redemption period. when i got to know it.. the period is over. and so i emailed them. the online apple staff always offer their apologies and ask me to call customer support instead. okays fine i did. and so i call and call. following their instructions to do this and get that information. and what i got in the end was a big fat no. "are they kidding me?" not even a equal value of voucher for me to get that software. and when i asked whats the email to lodge a complaint. all i was given is a address. so it means that i have to pay to complain. i doesnt stand to gain anything.. do i? and the online website keep linking me here and there. doesnt get me to where i want. everything is online support. is apple THAT confident that everyone will be so satisfied of their services? for me. im not.
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1 comment
Anonymous
#382277

I used to do tech support for Apple from '03-'06. Then in '06 they laid us off and outsourced their technical phone support to Bangalore, India.

A lot of their Tier 1 agents for the desktop, notebooks, iPods and Apple base stations (wireless routers) were outsourced to India. They said it was cheaper to outsource to India. They even outsourced some tier 2 agents to India as well. So when you call in unless you're lucky you will most likely get an Indian agent that knows very little about Apple Products or how to troubleshoot them.

I may be wrong but I believe they outsourced some customer service agents there as well. Their support has gone down hill immensely since then.

I would recommend going into an Apple Store and speak to a Mac Genius who might be able to assist you with your issue. Good luck.

ID
#277916 Review #277916 is a subjective opinion of poster.
Location
Serangoon, Singapore
Service
Apple Repair

I phone

My phone IMEI 012645****54778 Dear Sir, I would like to raise a complain regarding your customer service in KSA ( I Care )I had a problem with my I phone when make a phone call I can not hear or been heard and when I ent to them they toled me that my mobile open out side ( N.b. I did not open my mobile before and this is the first time for mentenance ) but unfortunately they did not belief me.Upone that , my problem did not solve .....Looking for you kind help and support Yours,Tamer Magdye el bakry GSK
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1 comment
Anonymous
#381965

Learn some proper grammar. We don't speak stup1d.

ID
#277757 Review #277757 is a subjective opinion of poster.
Location
Riyadh, Ar Riyad
Loss
$1000

Do not buy Apple products in Israel

Apple uses a company in Israel. Idigital for all of it's repairs. They are slow and unreliable. I brought my macbook in for a repair. It has taken over 3 weeks and many phone calls just to get an estimate. Now, they tell me that they hope to have it fixed in a few days...unless they need to send out for parts. Since people are pretty dependent on their computers, I would never recommend buying an Apple product in Israel. Even though it is wonderful to work on a Mac, good service is a must. This does not exist Apple Israel. Sad but true.
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ID
#275084 Review #275084 is a subjective opinion of poster.
Location
Jerusalem, Yerushalayim
Service
Apple Repair

IPad2 sucks it always has problem connecting to wifi

I bought a new iPad2 16G wifi 3G at Target Covina Ca in October 2011. I was excited and thought it would function as well as Apple Co advertised. Now after using it for some days, I am totally disappointed and pissed. It always had problem connecting with wifi. At the same time that my desk top and laptop had no problem connecting with my home wifi at all, however, my new purchased iPad2 had continual problem connecting with my home wifi. I had also tried other public wifi area, it happened the same to my iPad2. Apple Co shame on you! Your product iPad2 is a junk. If you Apple Co read this complaint, take some actions!
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2 comments
Anonymous
#375306

I am just a frustrated customer.

Maybe I am too emotional on the last paragraph of my comment, so I cross that out and replace with this: Apple: do something to improve your product that your quality could match your reputation.

Xiomara
#374904

You must work for Microsoft or be a jealous/angry competitor.

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ID
#275050 Review #275050 is a subjective opinion of poster.
Location
Pasadena, California
Product
Apple Laptop
Loss
$629

I can't repair my Iphone

It's incredible. My IPHONE, bought at TIM Store - São Jose dos Campos, São Paulo, Brazil, is broken since september 01 - I bought my Iphone in july 26. I asked to Tim for the repair, but they didn't repair my IPHONE. The battery can't charge and after 10 min is super heated TOO BAD PURCHASE. Tomorrow morning I'm going to the Justice, because I can't accept this situation. I have put this history in the several web sites in Brazil,and outside of my country, because I can't accept this treatment with a customer
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ID
#265654 Review #265654 is a subjective opinion of poster.
Location
Sao Paulo, Sao Paulo
Loss
$500

Apple + Virgin Canada can't unlock iphone what a ***!!

My son purchased a iphone 4 from Virgin Canada. He has now moved back to Australia and can't get the iphone unlocked from Virgin Canada. They say they don't unlock and Apple say they can't unlock, its up to Virgin. Where does this leave the consumer. This is disgraceful - how can they stop people using an item that they have actually purchased. Everyone in Canada - avoid Virgin Canada. He has tried online companies that state they unlock iphones but this hasn't wlorked either. If anyone has any ideas please let us know. I would like to say that Virgin Australia are fantastic, but avoid Virgin Canada like the plague!!!!!!!
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3 comments
Anonymous
#535153

First I want to start with Apple policy. They sell Phones in bulk to the carriers. Part of their contract with all carriers is that they will provide them in a state that is locked to that carrier and under no circumstances will Apple ever unlock a phone, ever. They have never offered or advertised this to the public and likely never will.

Apple does sell unsubsidized phones that are not locked starting at around $600. The problem is not many carriers are willing to unlock a phone since that is a guarantee the phone will be off their network and they can never profit off of them again. I'm not sure which international carriers do unlocks but in the USA only AT&T is currently offering this, only if you pay full price for the phone (as in the non contract price which is the same Apple charges) or they will unlock it if your contract with them expires.

Your issue is with the wireless carriers and not Apple. Good job at posting in the incorrect section.

One last tip, be like 50 million other iphone owners and just jailbreak the thing, its not hard and is fairly safe as long as you are not a total n00b with computers.

Anonymous
#395144

Hello everyone.

First, I'd like to say I'm in the same boat.

Second, and here is the sad part :

What you purchased was the legal right to use the hardware and software within the iPhone. You have the legal right to use it as described in the terms of use. You do not have the right to modify, inspect, alter or change any part of the hardware, or software. Nor are you allowed to reverse engineer any part of the hardware, or software for any reason.

Unfortunately, no one seems to understand what they are paying for. :-(

Your son doesn't own an iPhone - he has one.

Anonymous
#361107

I have had the same exact issue. I paid the full price at Virgin as I had to move to the US and they said they cannot unlock the iPhone - they will unlock every other phone though

SO disappointed with Virgin. This is purely something that Virgin needs to address. They had me pay any extra 4 months fill in Canada saying that the service would be available in a few months. Those months have come and gone and now I finally terminated all my ties with them with their sorry *** thinking they are helping me by saying "Apple will unlock it for you"... where as I have spoken to MULTIPLE Apple store geniuses and each of them has ALWAYS had the same response: we don't unlock, your carrier must.

Also, how come it is legal for Virgin to open every other phone but the iPhone EVEN WHEN ONE HAS PAID FULL PRICE FOR IT>

EXTORTION and none of this is what they tell you when you sign up. THey say " yes yes you can unlock it if you pay full price"

BLAST THESE Virgin people... now I have a brick

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ID
#265469 Review #265469 is a subjective opinion of poster.
Location
Sydney, New South Wales

Defective Apple Macbook pro 2011

I purchased a 17 inch Macbook Pro 17 inch from Best Buy in Boynton beach Florida in August of this year. The computer had the lion operating system installed. After a few days Apple released an update to improve wifi issues with the computer. since the update my computer willnot load pages, will not allow access to my msn messenger, yahoo messenger, Yahoo mail. I contacted Apple care numerous tumes. They were very rude and are yet to correct the problem. I brought the computer to the Apple store and they told me tio wait for the next update. I brought the computer to best buy and they weren't able to duplicate the problem so the will not rturn my money. I cannot access my router as I live in a large building and I have no way of changing it due to the complications due to the last upgrade. I would like my money back but apple and best buy refuses.
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1 comment
Anonymous
#341997

Best Buy is well known for not caring/fixing a problem, but in your case, I am quite surprised about apple care. Call them back!

Ask to speak with "Tier 2" These are nice people that will work with you to fix a problem.

They were great when I needed my iphone replaced. If this doesn't work for you, email some higher-ups at apple, this usually gets results!

ID
#260903 Review #260903 is a subjective opinion of poster.
Location
Boca Raton, Florida