Apple
Reviews and Complaints

My iPhone 11 completely stopped working and wanted to get a new one. My phone company transferred me to apple care customer service. The first 2 reps were very helpful and had me take the find my iPhone off to get a new phone. Unfortunately, the activation lock was still on. They got me to senior rep who went over the same thing to tell me there was nothing she could do and I would have to send in proof of purchase to get a new phone. I asked her for their id number and last name and she was very nasty and didn't provide it. Cheswa wouldn't let me speak to her team lead. She also tried to act like they weren't there. I know these senior sups are just a professional name for higher skill reps but she needs to do better. She was rude, telling me everything she can't do instead of what she can. She told me once I send in the receipt she could override it for me to get my phone. I explained I been on the phone for 4-5 hrs with you guys. I sent in the receipt same day. Called to see if it was received which it was an then a new rep tells me I have to wait 3 days for them to approve the receipt. I wasn't told that so I asked for another sup. Andrea is the sup who I got and she's the nastiest person I ever spoke to that specifies she's a sup. She talked over me, kept telling me there's nothing she could do and that I had to wait and if not she could transfer me to her sales team to purchase a phone. I asked could she reach out to them since i've been on the phone with them for 6 hrs the day before and an hr today. At first she said yes, then she couldn't. She was really pushing me, She was saying I can't help you no further so m going to have to hang up because your holding up my line. I lost it after that. I asked for her supervisor and she wouldn't let me speak to them. I told her shes not showing no empathy and rude. I told her if she hung up the line she would have a problem and i'm going to make sure she is no longer representing a multi billion dollar company and doesn't have any professionalism. The way she talked on that call was not customer service! She told me she was hanging up and did just that. Then tired to add a note and say she tried to call me back when she didn't. She called me and let the phone ring once then put the note to cover herself. I called back and asked for a sup and explained I didn't want to speak to senior sups because they are only team members. He told me team leads were there and I was refused to speak to any of them by all your senior reps. He told me he would get the senior sup on the line to get me where I need to be. I get the rep and still couldn't speak to anyone. She was very apologetic, respectful and helpful although I still didn't get my phone that I was told I could get after I sent the receipt of payment in and also that it could be overridden. Im pissed! I told her I wanted a call back. I was told something different by most of the ones I spoke to and still no results. Cheswa and Andrea need a CARE class for professionalism. For them as a higher skill level they are nasty and shouldn't even be willing to take on a position to handle customers. Cheswa was nasty but that Andrea I want her fired! I will call the corporate office every day until my issue is resolved and shes not working for Apple. I train people to use care on their phone calls at my job and Im a mortgage consultant at a multi billion dollar company so there was no excuse of how I was treated. Im disappointed and disgusted. Someone needs to contact me immediately!

Apple is no solving the serious design shortcoming of apple's lightning male connector; it has 8 pins on each side, the pin #5 is for power, which is the one that fail more often for almost a decade.

Apple knows very well of this shortcoming, but it seems to me that there are more profits in selling 10 cables per client, than on the phone itself.

In my opinion, the lightning connector cable is the highest profit center of apple; seriously.
If apple could manufacture under $5 and resell at 500% value; securing market by not improving the design... Soon an army of counterfeiters will show up in the black market.

The shortcoming has been masked with a warranty very hardly enforceable with apple's hurdles for replacement.
Usually it is more expensive to pay for the several hours parking than the value of the cable; not to mention the process of making a genius bar appointment and lose several hours on work making lines nonveg, for a few dollars replacement..

I think it would be an absolute lack of respect from apple to the clients, maintaining the situation indefinitely, without a solution, that doesn't cost the clients, hours of lost work, chasing apple to enforce the very hard replacement process.

Why doesn't apple just gives away a po box number where clients could send the old cable, with required information for apple to return a honest, solution by mail within the same day?

Isn't very stupid to spend wage hours on their genius bars "examining", a very well known pitfall?

Is it about business ethics?

To whom it may concern
I would like to know why Apple has allowed cookies on there network? This has caused many problems with the population. Ever since they have been implemented it has caused many cyber attacks and security issues. The browsing aspect is also affected. However, some cyberattacks can hijack cookies and enable access to your browsing sessions. The danger lies in their ability to track individuals' browsing histories.
I find Apple ran much better without these cookies. I trust in you that this problem be resolved.

Regards
Antonio Paolucci

In September 2020 I updated my IPhone XS to the new IOS 14 download. When the update was complete my phone started to drop calls, face recognition wouldn't work, black screen, Apple logo flashing. I contacted technical support 3 times and was told to uninstall IOS and reinstall it. I attempted but my phone would not turn on or stop flashing apple logo. I was told to visit a apple retailer to resolve or help with this issue. Best Buy geek squad hooked up my phone and said the Mother board had fried and they would mail out my phone and I would receive a new phone in a week. He also said I could call Apple and see if they would send out a new phone sooner. Finally after 18 calls into apple, A senior advisor waived the repair fee and asked me to mail my phone to their repair service. I waited a week with no responses on repair, and so I called again and again. Finally speaking with someone asking what the status was on my iPhone and what they actually fixed. While on the phone with Apple October 26, 2020 UPS delivered a package, in which I opened while on the phone thinking it was my repaired phone. The box was empty and taped over. The lady transferred me to Patricia in customer relations and a investigation was opened. I was told 7-10 from start to finish. Since then I have spoken with several Customer relations employers and with the same answer told they have no information regarding my claim. I have called UPS and they advised me that they send APPLE the claim info for them to continue and to send out a new phone. We are now on 15 days and today I was hung up on by customer relations.
I have 2 children at home with me during this pandemic, and without a phone for any emergency. I have waited and given Apple plenty of time to resolve this issue. Why does the customer have to suffer?

I was scheduled for a service repair at a best buy store big mistake since they have to send all watches to be repaired at apple. No replacement available at store for any watches every thing is done by apple. Why not set up schedule to your apple store directly to avoid unhappy customers. No updates from best buy was on hold for more than 30minutes, tracking repairs only shows date item was drop. Had to call apple support for an update which is that a replacement was send, now will have to wait for some to notify me that the item is at the store which could take up to 5 days. Not a happy customer

I just want to voice a complaint; I dislike the last upgrades; stop fixing stuff not broken please. My phone 📲 freezes constantly.

We signed up for Disney+ in March of this year. In the past 4 weeks, our account has been hacked 3 times which resulted in us losing access to the service. Each time, we contacted Disney+, changed our password and it still got hacked again. We came to the conclusion we should just change the account to another email ID. We figured that might stop the hacks once and for all. This was on Oct 29th. Probably foolishly on our part, we went ahead and just signed up for Disney+ again for another 1 year subscription under a new ID/email. I thought this would make the rest of this easier as they would see we were paying for another year of service already. To put things in perspective, we are talking $70 for the year so the money wasn't huge but it was still handled horribly.

We then called Disney+. The thought process is they would just refund us the remaining 5 months left on the existing account they seemed incapable of preventing hacking on with the understanding we just paid for another year on a new account. Come to find out, Apple actually provided us the subscription though. Funny in that when you sign up via an Apple devices, this is not made obvious to you. I just thought I signed up for Disney+. It does make things easy to cancel under "settings" on your Apple device when you do this. However, there is a catch which is what I'm complaining about and will come back to.

To Disney+'s credit, they got the concept quickly. There was no pushback on the refund and only hit a snag when they went to give it to us. If Apple gives us the subscription, then only they can approve a refund like that. Disney+ was ok authorizing it to Apple to do and Disney+ would be ok covering it so they asked us to do a 3 way call with Apple.

We get on the phone with Apple support and they tell the Disney+ rep they can't discuss with them on the phone so they are required to drop. Before they drop though, they are very clear that why they are on the phone is to insure we get the refund and to provide Apple whatever they need in order to do that. So they proceed to drop and then the Apple rep tells us we are not allowed a refund because their "policy" is to not give them 60 days or more after a subscription purchased. They then say their "policy" is also not to have conversations with third parties on the line even if the customer approves and identity has been verified. Thus, Disney+ was given no opp to resolve.

I get elevated to a "senior" rep who begins to tell me the same things. I point out that "policies" are guidelines and are meant to be taken into consideration with the context of the situation. I then point out to them that they are not able to adequately provide me the service because they can't stop my account from being hacked. As such, are they saying I have to continue to pay for a service they can't provide? To this, they convey it is Disney+'s responsibility to provide the service. I accept that but then say Disney+ is ok providing me the refund. Their response to that was it was not up to Disney+ as to whether I get the refund.

So is Apple acting as the service provider here or the payment processor? That is what I pose to the customer service rep. I tell her that as the service provider, they should give a refund as they were responsible for us getting adequate service which was not possible here. Alternatively, if they are the payment processor, then like any credit card company, they are absolved of any responsibility/accountability of the service but need to allow the merchant to credit our account when they deem it appropriate who is responsible/accountable. They can't hide behind the logic they have the authority to determine if a refund is ok but not responsible for the service being provide. They have to pick one or the other.

She had no rebuttal. She just stopped and said, "our policy is no refunds after 60 days from the subscription date." No solution or further consideration.

I've now cancelled the new Disney+ subscription using the new ID and received a full refund as it was "within the 60 days" but have to continue to navigate the habitual hacking of the original account (I.e. no fix to original problem). As far as resolution goes, I'd like the hour back of my life to try to save all of $35 but that is obviously not possible. As such, until I have a practical way of just bagging Apple altogether (which I'm shocked to say because I have been such a huge fan for so long but this is one of a couple issues we've had with them and their products as of late), I'd love them to resolve this issue and allow me to switch the Apple ID on the Disney+ account without having to double up on the cost for the next 6 months. Additionally, I would think some good faith gesture to further compensate me for this inconvenience to deal with this obvious error in judgment on their part where common sense should have won the day would also be appropriate. Lastly, I'd like them to take action in changing their "policies" to insure this is not something that continues for me or others that blindly trust Apple to handle things like our subscriptions without "catches" such as these which are unnecessary and clearly not in the consumer's best interest.

Customer service since 2009 has never, ever, resolved any questions, technical issues, software update issues, etc. I could write a tome, but it would take way too long. Distilled down: hardware incompatibility issues causing freezing with audio stream was not resolved for two years and we had to hire a separate consultant to determine, finally, that we had a faulty video chip on the motherboard (overheated); no not a video card, but that actual hardware chip on the motherboard was faulty. Apple did not provide any credit, or anything toward remedying the problem as we had to replace our desktop. iTunes... where do I even start... playlist transfers, audio format complete lack of customer support understanding of any questions asked, etc., etc., etc. OS updates? Disasters. Loss of keyboard functions, loss of data and settings transfer, and on and on it went. Finally, Apple support told us after two days of calls and 10 hours on the telephone in total, that they could not help. We ended up reverting back to an earlier version of OSX, which worked fine, as opposed to the update version. Simply terrible! The latest is about Apple Music and their "Protected File" format, meaning, lower bitrate audio files cannot be converted to lossless format versions; and this is even with the subscription service! Simply un acceptable because the lossless conversion is available with iTunes store purchases only, not with a PAID Apple Music subscription; why? Anyhow, there's too much more to describe, but the above is a good start. We will not, and have not, purchased any more Apple products since 2013, primarily due to complete lack of competence with technical support. Representatives are always friendly, but completely clueless and unhelpful, plus not knowledgeable about technical issues, such as those detailed above; again, in part as there's much, much more to write about. Thank you for letting me rant; just very frustrated with lack of any resolution from Apple.

My phone broke and when I got it fixed, it asks for my apple id and password.
I forgot my password and I called them at least 100 times already. Its been 6 days without phone and they told me today that it will be another 13 days to recover my password and then only I can use my phone.
Wait what another 13 days without phone.
Are you kidding me.
Staying without phone for 20 days.
Its insane
I told them that I can give them proof of the phone purchase and my id but they said they wont be able to help me.

My case number is 101199543365 I c alled apple because I was told to do so if the computer continued to freeze and I lost control of the mouse, as it continued I c alled back a day or two later and the case was escalated to a man named Zay. He asked if I would like to remove all files from the user name, which is me, to a new user or to have the computer examined by technicians that then would examine the logs. I chose to have the computer examined, he said he would have to put me on hold, which last one hour and ten minutes, during this time he would come back once in a while and ask the same questions "Does your mouse freeze or the computer? I just want to make sure" then he would disappear again for another 20 minutes and come back and ask absolutely the same. question. This went on for a period of one hour and ten minutes, to which he finally said that this special team would examine my logs and that he would be available and in contact with me via email that he would be the one responsible... This was Friday the 10th, 2020 He insisted he worked on Saturday as well and would be available... but as I thought about the bizarre amount of time it took to write the report — that is what Zay said he was doing — this was after he had read the previous report of my case which took about 15 to 20 minutes, which I assume is normal... so since he didn't tell me how the 'experts' were going to read the logs without screen sharing and since he said he would my contact and there would be also a link to get the case resolved... I asked him via email and got no answer the first time, and the s econd time, so I decided to click on the link and found out a Q and A that has nothing to do with my case.

I made an appointment to get a replacement iphone at Southgate Mall Edmonton AB (which took a week). I arrived with my old phone, my apple care, my apple ID and password and when I logged in at the store my apple ID did not work. The associate was extremely unhelpful and advised me that I had to leave the Apple store with my Apple iphone and contact Apple support - is this not the Apple store? When leaving the store with an iphone that did not work, the associate chastised me to ensure that I remembered my password in the future. I came home, logged in on my computer with my apple ID no problem. Now I have to wait another week for an appointment with no phone and I am staring university without a phone. This is ridiculous and this lack of customer service does not make one want to continue purchase a thousand dollar phone and apple care in the future. This should have been a one stop with support and assistance in the store the bears the name of the product that I brought in.

I purchased a $2000 iPhone with my carrier which came with a free one year subscription to Apple TV. While I was trying to set up my subscription there was a technical difficulty and now they are telling me they cannot rectify nor compensate for this and" too bad so sad my loss. "
I've called them several times going up to supervisors and managers they say they can't do anything they won't give me any other person to talk to you and all I could do is file a complaint which will at some point be reviewed and that's it.

When are you going to fix text to talk so it works and stops changing everything you say and putting in words not even close to what you say.
You brag about new watch that tells you how long to wash your hands a very stupid feature yet you don't fix old problems.
Fix text to talk, fix text to talk, fix text to talk
Stop changing everything I say it is the worst program I have ever used $1000 for a phone that does nothing but anger you
Pay attention to old tech make it right before you tell me how long to wash my hands

You have the worst service, I was put on hold for about 45 minutes and no one could get back to me? Thats customer service? You have no phone number to call. I am going to cancel my service because your service sucks! Sorry but I am pissed off waiting! I don't understand how you could dictate what you can do, it doesn't make sense to me. Steve santucci

I think a pirated version of Apple Music has been downloaded onto my computer. There is a plain, blue-shirted person going by the name of Brooke Reese appearing on my Radio page. Doesn't Apple have enough money to contract with real artists?

As I understand things, Apple is a huge company, and professional. I tried buying and uploading copyrighted iTunes software, but perhaps I am wrong about their music acquisition method.

Thank you. I just don't have time to shop for high quality music, and I need the professionals to guide me. I assume that is what I am paying for?

The phone says it is good in 5 meters or so of water for many minutes but when you accidentally drop it in a little water for a second or two and the screen stops working they say that is not covered by the warranty. I believe that is false advertising when they wont stand behind what they say is true. Why would you want to stay with a company that wont stand behind what they say.

When on line to trade in my 27" iMac. I was informed if everything checked out I would be credited $750. My iMac was working, it turned on and off (it might have had some issues, but it was working). In short the $750 turned into $150 or $175, which I did not accept. So it was returned. I left it in the box until just recently, when I set it back up it would not work. I attempted to do a recovery, but the mouse wouldn't work so I have to attempt the recovery using the keyboard. I cannot get the computer working. My question is, is it Apple's policy to run its test on a computer trade-in, and if the trade-in amount is refused, to return the computer in a non working order. Not to return the computer in the same order that it was received. Very disappointed with Apple. Have traded in iPhone with no problems. Please respond

I am a recovering gambler, with a panic disorder. This presents its self a game for entertainment only age does not payout. The app at first worked great as a tool to take the edge off the itch, and distracted my mind from panic situation. As time progressed the more coins you ha do by to achieve your goal. By the time I roconiezed the format it was to late. This is a full blow casino slot machines, and with in six weeks I had spent 10, 000 dollars. I called apple the evidence was very clear the app was misleading and a scam. The woman on the phone agreed to pay me back however it was amount to large to process on her own. When I was transferred the lady said she would not. She had no concept that this was a type of situation where the game needed to be regulated and controlled, I'm am completely disappointed and imberised that I went into remission somewhere where I did not feel as though I needed my guard up.

Apple iPhone 7 have a problem with the panel board of the phone. I don't understand if Apple know about this problem & didn't recall the iPhone 7 . Why do I have to pay for a problem that Apple know about? I already pay for the phone and in 3 year it stop working because of the panel board of the phone. Apple has determined that a small percentage of iPhone 7 devices may show "No Service" in the status bar (even if cellular coverage is available), due to a component that has failed on the main logic board. These affected units were manufactured between September 2016 and February 2018 and sold in China mainland, Hong Kong, Japan, Macao, and the U.S. See below for iPhone 7 model numbers that are covered in this program.