Apple Computer Inc Apple Care

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Apple Care Sucks
Posted by on
I have purchased numerous Apple products in the last several years, Mac desk-top, laptop, Ipod Nano, Ipod Classic, etc... With each item I was led to believe if I paid the extra fee for the Apple Care Plan that my electronic device would be warrantied for any kind of repair work imaginable. Well, that is absolutely not true. I have spent several hundred dollars on service plans that are pretty much worthless. I have an Ipod Nano that needs to be repaired and now Apple is ever so lovingly informing me that the only thing that Apple Care covers is a faulty product shipped from them. Really? If the product was broken when I received it, shouldn't it have automatically been warrantied as a defective product? So, exactly what did I pay for Apple Care for in the first place? It seems like a gimmick for Apple to just pocket more of my hard-earned money to me. And Apple knows this to be true, to the tune of offering to refund my Apple Care fee on the broken Nano. Hmmm... The moral or the story is don't bother to pay for Apple Care Protection plans they are a rip-off!!!
     
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madconsumer on 09/03/2010:
great review.
Anonymous on 09/03/2010:
It just goes to show you how money hungry and greedy companies are.
bcd on 09/03/2010:
This appears to be a communication problem. Apple will honor a valid warranty request. Contact Apple and request service again.
getoverit on 10/19/2010:
bcd: I think the OP understands that this is not a warranty issue due to a defective product. It is a repair issue. What is not clear is what is covered under the Apple Care Plan that would NOT be covered under the warranty.
bcd on 10/19/2010:
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Apple put me thru the hoops!
Posted by on
CALIFORNIA -- Apple makes a great computer & the Apple stores are helpful but their customer phone service sucks! One hand does not know what the other hand is doing. I called about a computer problem under warranty & I got conflicting info .I spent about 2 hours trying to get a mac fixed because of misinformation given to me. In the end the problem was they wanted me to pay for tech help or an extended warranty. I TOLD THEM THEY SHOULD BE GIVING ME MONEY FOR MISINFORMATION AND WASTING MY TIME AND DASHING MY EXPECTATIONS! By the way the problem is most likely a corrupt file which I had nothing to do with. This remains unsolved and its now my problem even though the warranty isn't up.

NOT HAPPY!
     
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Paks on 07/05/2007:
OMG a currupt file!! Whatever shall I do? Welcome to the real world of restore and operating system discs.
Brain on 07/06/2007:
1st of all I'm not a computer geek & helping a friend who had a stroke who owns the computer & I am afraid I may not do the procedure correctly & delete his files. etc.... 2nd its only a theory among others & you would think they could spare a few mins to help without wanting 2 charge the guy $49 who's still under warranty. 3rd I can take off work twice & drive roundtrip 90 mi to his house then drive to an Apple Store then do it again to pick up the mac then go to his home to reconnect the mac which I've never done which is connected into a PC KEYBOARD & SCREEN. But he has the choice to pay $49 for tech help so I can reconnect it and its still under warranty. 4th I was misled by different Apple care people that they would take care of the problem & it was time consuming & nothing came of it. No computer problem is easy it almost always turns into something much more than you thought.
Brandon Redding on 07/06/2007:
Hi Brain,

A lot of people don't fully understand how support works at Apple. All Apple products come with 90 days of complimentary phone support and this computer was outside of the 90 days and did not have the extendeed support and service agreement (Apple Care Protection Plan).

The computer comes with a one year hardware warranty for failures with hardware components. This warranty does not cover issues with the operating system or data corruption since it isn't hardware related per se. Since the warranty does not cover issues with the operating system and there was no complimentary support or extended support agreement on file, they had to charge you to help you with the issue. I was part of the system for 7 years and I'm intimately familiar with how it all works.

If your issue is unresolved, let me know and I'll try to help you get it resolved without the hassle.
Brandon Redding on 07/06/2007:
By the way Brain, what you would be doing is a process called Archive and Install on the computer. First thing is first, go ahead and back up the data on the computer to preferably an external hard drive. I recommend using a free utility like Carbon Copy Cloner which is free and you can get it from http://versiontracker.com/.

Once the data is backed up, insert the system disk 1 and restart the computer and hold down the "c" key to boot from the CD. When you do that, the installer will come up and choose English as your language and accept the EULA. When you do that click next or continue until you get to the screen that shows a picture of your hard drive. When you click your hard drive, go to the bottom of the screen and click on the options button. When the options come up, choose Archive and Install preserving user and network settings and then continue.

The reinstall process will begin and it takes about 30-45 minutes to complete. When this happens, all of the arviced documents, settings, music, etc. willbe in a folder within the hard drive called Previous System.

Run all of your software updates and application updates as soon as it is finished. You may also have to reinstall a few non apple programs but this is the least painful route to take.
Brain on 07/06/2007:
Thanks for the info Brandon your very kind and its much appreciated. I don't know if I'm even going to pursue fixing this problem because I'm burnt out with the the whole matter and I've spent countless hours trying to figure out what's wrong also once again we don't know really know if its a corrupt file. The mac mini works great but when my friend wanted to do Skype a couple months ago we found out the microphone wouldn't work with plug in or USB. Now I don't like the fact at all that Apple has set up the Warranty program like this but they have that right to do so. My beef is some of their employees don't understand their Warranty program & led me to believe they did then I went & set up appointments.. etc....I own a mac & never had a problem & highly recommend getting one but this whole experience has really made me lose respect for the company.
dfields on 07/07/2007:
Brian, its unfortunate, but like Paks already said, computer manufacturers will not cover software. have you read the HP post? u aren't going to get better service by changing manufacturers. follow Brandon Redding's instructions. seems like he knows what he's talking about. good luck!
Brain on 07/07/2007:
I know I sound like Andy Rooney on 60 mins but when I was growing up in the 60's most companies went by the motto: "The customer is always right" it didn't matter if they weren't. Business did well even though some took advantage of them. I'm self employed & customer satisfaction is what I strive for. If I screw up & quote a wrong price to a client I honor it period. It just seems to me with deregulation, greed is good, lousy customer service, outsourcing, phony rebates & opt out plans..etc. .etc.. Companies are getting away with murder and everyone passively accepts this or they don't have the time to deal with it. This isn't just about Apple its across the board. Just so you know I just don't go around complaining. One major company that has ethics & class is See's Candies. If you have a problem its their problem they will fix and thank you for bringing it to their attention.
geoffinak on 07/07/2007:
Well I have to agree, that level one phone support is like calling Dell for help on an Apple. They know nothing, act as if they invented the computer themselves, think your a fool and the very first thing the want to do is wipe the drive clean and do a reinstall. Apple has to fix this folly.
Good gosh they must be in high school or prison.
Now move to a level 2 phone tech and your problem will most be solved in under 5 minutes. The level 1 will do all in his power to stop this, ask to speak with his supervisor, that will usually bring help. Apple does warranty their software if you have the 3 year warranty extension and it is part of the OS or an Apple Software. A corrupted file is not a big deal on most programs you toss it out and a new one is installed when you restart. Conflict Catcher used to be a great program for finding these problems. But does not work in OS X. Do not give up, the problem is learning the new Mac system is different then the original system. Try to post questions on the Mac site under discussions. Use a computer at the library if you have to . The answer will probably be simple, just unknown to you as this is a new Cat. You have not said exactly what they did or did not do. If you did not buy the extended warranty policy then help with software ends at 90 days. With the extended policy it lasts for 3 years. Always by the extended policy, especially if your not a software pro, which I am not. Keep calling Apple till you get it resolved if you are covered if not as I said above. Try Apple>Support>Discussions and pick your area of problems. First do a search as the answer may already be posted.
Geoff
Brandon Redding on 07/08/2007:
Brain,

I personally apologize for everything that you have been going through with this problem. Unfortunately there are a lot of agents that you will get and deal with that see nothing except "make the sale or deny the support." AppleCare agents are actually empowered to grant what are known as In-Warranty Support Exceptions and this can be given at Level 1 support without any approval from Level 2.

If you feel like the level of service that you are getting is not up to par, you can always ask for a product specialist or the bigger weapon which is the supervisor request line. The supervisor request line will pretty much do whatever is necessary to ensure the customer is taken care of. If the frontline agent won't help you, ask for the supervisor request line. You will get a live human being who will get you the assistance that you need with no questions asked.

While there, I used to inform customers that their phone support eligibility had expired, create a special exception and fix the problem. It was a win-win because it relieved their frustrations and I didn't have to twist their arm for money when they had a pressing problem with the computer and number two my customer satisfaction surveys reflected how pleased they were.

Like said before, the discussions forums are a great place to go as well. The knowledgebase is also pretty good but it is hard to find things in there a lot of the time.
Brain on 07/08/2007:
Thanks. The Warranty is up July 11th. I told my friend w/ the Mac Mini the other day I'm at my Wits end & he says he'll just use Skype for video & use a phone. I may or may not try one last time with Apple. I'm not holding my breath because I emailed Apple a few days ago & they never responded.
I have a Senior citizen friend who I told to get a Mac because of Skype & other stuff. She wants to do it but after this experience probably not. I don't need this & as was stated earlier most PC companies are just like Apple.

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