CUPPERTINO, CALIFORNIA -- I purchased an Apple Time Capsule in December 2012. June 23rd, I noticed my WiFi was down and there was no power to the Time Capsule. I made an appointment with the Genius bar at the Apple Store where they tested it, tried a new power cord, etc. A new Time Capsule was ordered which will supposedly be available for pick up in a few days.
So I asked about my data. The reply was, it is not their policy to do data recovery AND If I were to take it to someone to recover my 6 months of back-up, it will void the warranty. It is my choice - lose the replacement Time Capsule to recover my data - no guarantee that the data is still there - or, hand over the damaged TC with my data to Apple land, not knowing where my sensitive data may end up, and get a new TC which may only last another 6 months.
How can APPLE not allow me to try to recover my data? I feel like a hostage. No matter what I do, it's going to cost me. I'm so upset because I've been a loyal Apple customer since the 80's - as a graphic designer - Apple is the only way to go as far as computers - I know now that some of their other products are not as reliable. Very sad.
YORK, PENNSYLVANIA -- I sold my 2005 Nissan Titan pickup to Apple Nissan on June 14,2012 after they sent me letters asking to buy my truck. When I took the truck there for first appraisal the salespeople were all over me and my wife asking if they could do anything for us. We settled on a price and did the paperwork on June 15,2012. It took until July 12, 2012 and at least two dozen phone calls to get our money.
Every time we called to talk to the salesman ** he was always away from his desk and would not answer his voice mail. I left messages with other salespeople and got same response NOTHING. I have several voice mails from finance people all claiming check was mailed all on different days. I would never recommend this dealership to anyone. Not unless you want to play games with people.
CALIFORNIA -- I recently bought a new phone. Nokia Lumia 900. I have Macs since they came out, iPhone since the beginning... (& pc's but main data on Macs.) The following is just ONE of many many disappointing failures trying to transfer data from Mac and iPhone to Windows 7:
Lumia 900; RE: Nokia Contacts Transfer program, free.
Bluetooth successfully paired Lumia and iPhone 4 until got message from iPhone that "Nokia Lumia 900 not supported". Only option on iPhone was to delete Lumia. (from Bluetooth link database). The link verification number matched on both Lumia and iphone. It's just that iPhone can't or won't continue the process due to proprietary Apple formatting I'm guessing.
Apple makes it easy to switch from PC to Apple, but it IS almost impossible to switch from Apple to PC, windows.
WARNING to anyone considering switching from PCs to Apple Macs or iphone: YOU CAN'T SWITCH BACK. Yes, there are programs that CLAIM to do this, costing from zero to $40 each. However they either have failed completely or only partially succeed in what they claim. BEWARE! ONCE YOU SWITCH TO MACS YOU ARE TRAPPED!
AUSTIN, TEXAS -- I made an appointment at the Genius Bar at the Apple Store at The Domain in Austin, Texas in early December 2010. I wanted to see if I could get a replacement for one of the four plastic 'feet' on the bottom of my black MacBook. I was greeted promptly when I checked in, about 20 minutes before my scheduled appointment. There were six 'Geniuses' at the Bar, and I was called up within five minutes after checking in.
I explained to the woman who greeted me what I was looking for. She said that the feet were an integral part of the base enclosure, but that she would go to the back and see if it was possible to replace the entire base or, failing that to pry one of the feet from another computer and glue it on to mine. When she came back, she said that she could order a new base for the computer and that it would take a day or two to get it in. She also noticed that there were some some small cracks in the top cover (where the keyboard is located), and that Apple would replace that at no charge because the cracks were the result of a 'design defect'.
I gave her my computer and was told to come back in an hour. When she handed the computer back I was shocked to see that I had an entirely new top cover, including a new keyboard and trackpad. She then informed me that the technician noticed that my battery was slightly swollen, a sign that the battery was on the verge of failing -- and that I had been given a brand new battery! And that I wouldn't be charged for anything that hey had done!!
All in all, Apple gave me over $400 in service parts and labor, on a four year old computer, and it didn't cost me a cent, and all that in less than an hour. It's service like that keeps me, and will keep me, an enthusiastic customer for Apple products forever. By the way, I'm still looking for that replacement foot, but I figure I can glue a piece of felt to the bottom myself.
An Apple system was purchased for our son who has special needs - is very smart and has great oral communications. One of the products that was purchased seems to be defective. We spent all day on the phone with various Apple service people. One of them would not call him back - basically told him to try to load the software again. One of the techs refused to speak with my son even though my son was the person who started the call (my son is very polite - I am very frustrated and not as polite).
Apple basically told us that we could not return the product. They would not send out a new product. We were told that even though the product was purchased directly through Apple I should contact someone else to try to get the product fixed or get a new product. We spent from 9 in the morning until about 5 in the afternoon - a lot of the time on hold and did not get anything done.
I asked to speak to the tech"s (Preston was his name) supervisor. He asked me if I was going to complain about him. He refused to let me speak to a supervisor. This is the same tech who would not speak with my son even though my son was the person who started the phone call.
I was surprised at how bad the service from Apple was. Never would have purchased Apple if I had known how things worked. (I have always had Windows and service through them is great!) We do not have an email address as the one the tech gave him does not work. This is the phone number that we were given 877-416-4271 ext 2408 this lady was nice but didn't solve the problem. 877-3888-0879 ext 36543 This guy hasn't called back.
I have just dealt with your customer relations representative ** who, after some 50 calls to technical support, offered and is sending me a free copy of “Leopard” when I've had nothing but trouble with “Tiger” and my 24” iMac. At about $5,000 when I bought it, peripherals and software plus your version of an extended service plan together with Apple's reputation for class, I thought I'd do better than with our Dell PCs and Dell Hell. We did have one service issue with my daughter's Dell laptop, but they eventually came through with the in-house support I bought and paid for.
Well, I bought and paid for this Apple stuff too, but the experience has left me behind in innumerable hours on the phone with at least Apple, Microsoft and Parallels; all of them due to Apple's irresponsible support that led us to disable, lose and otherwise end up with problematic application software like Parallels (therefore Quicken, Cardscan and MS Office, HP and others including your own Apple software.) It costs me $50 each time I call for MS tech support (they only include 2 incidents with their software), and $30 each time I contact Parallels (the hardest people to reach even with paid tech support).
I've undergone several of each to right screw-ups on Apple's part and since Apple is not responsible for what they do, I've had to literally and figuratively carry the burden. ** often said “to tell you the truth” and “to be honest' so I wondered what he was telling me in the beginning.
Let me give you an example. There was no “readout” of the programs in the dock as I moved the cursor over them. In addition, the upper menu pull-down items (file, edit etc) wouldn't stay down after I clicked on them, and had to hold the mouse clicked on all the way through the sub-menus or they would close out. Then there were the User problems that caused havoc. This is where it began and seemingly endless calls finally resulted in my request to talk with Customer Relations when the tech I was talking with told me “they'll just tell you the same thing.”
They'd all told me I had to make those paid calls to Microsoft and Parallels to get their support because Apple doesn't back up what they “sell.” The sorry part about that is that he was right. Customer Relations was another case of wasted time, kind of like this letter. But it isn't going to stop here. So I'll play your silly little game and install your little leopard. Maybe our MS Outlooks will miraculously show up along with our Windows Quicken files.
After my long and detailed dissertation with ** on November 18th at 2:45pm Tuesday afternoon, he promised to get back with me on Wednesday after he reviewed my cases. When he failed to call, I finally reached him today, Thursday afternoon after leaving 2 messages, complaining he'd had a bad back and other phony excuses, only to learn that he attributed most or many of my calls to Microsoft for problem solving.
Of course, after Apple screwed up those applications by bad phone and “genius” technical support (what a misnomer that is). We're about halfway between San Bernardino and San Diego, and I hauled this big, heavy computer first to your UTC store, then to the Rancho Cucamonga store since you have no in-home service like Dell does. Of course I had to go back to Microsoft for paid support after Apple always left me worse off than I began. Did I mention I'm disabled and also have a hernia?
Interesting how busy your Customer Relations office is. I can only imagine how many others believed your commercials, putting their PCs on the shelf like me, only pull them back down and fire them up to avoid the numerous problems that come with rotten Apples I hope don't spoil the PCs. In short, this computer does not live up to the name you sell; it does not do the job for which it was intended, and has cost me untold hours and numerous support calls I paid for.
There's a demon in my Imac. I think it's your Tech Support/Customer Relations department. And your advertising department; and your production department. And management too. In other words, the whole darned place is infected with a virus named Apple, Macintosh. I am so disgusted and disillusioned with Apple that I want the world to know what kind an ordeal they sign up to when they buy one of these things…'ya pay your money and take your chances. I'm pretty sure most of them work pretty well, but not mine.
Your tech support and customer relations people should find another line of work. I wrote this on my Dell PC using MS Word for Office 2003, or I wouldn't have been able to write and print it if I'd done it on the Mac. I must apologize for the somewhat rambling letter but I didn't want to take even more time than necessary to put this into words while I blow off steam.
CALIFORNIA -- Re Apple's IPOD Touch, the front facing camera was removed from 5th Gen 16MB device. This was purchased to replace my granddaughter's lost 4th Gen 8GB ipod which had this camera. Apple's ipod webpage shows pictures with this camera but if you dig deeper, you learn that you must spend more and buy the 32GB ipod G5 to get the front-facing camera. I consider this to be deceptive advertising to former Apple customers who would not expect Apple to cheapen their product. Consequence for me was a very disappointed granddaughter on XMAS night. Shame on Apple.
DAYTON, OHIO -- I have had my iPad for about 4 months. I love the way it was so easy to use but since downloading iOS7, it has been more difficult to use! I do like some features but why change so much? I would like to go back to iOS6. I am to the point of going back to my laptop! Apple, please fix this!!!
CHARLOTTE, NORTH CAROLINA -- First, the issue was 100% my fault. I dropped and broke the screen on my daughter's Itouch. So at the prospect of a new one costing $300 I asked if it could be repaired. The customer service line said "of course," either through the mail or go to an Apple store. Immediately the representative looked up where I lived, provided the closest store, verified availability of a replacement product and gave me available appointment times.
Once at the store the wait was longer than I was told however when I finally was helped they verified the repair/replacement cost was only $99 and they would be right back. When he returned we set up the new unit, made sure it worked and he thanked me and said "You're all set, have a nice day." I was a little confused so he explained, "There appeared to be no signs of abuse to the old unit. We value our customers. This replacement is on us." So yeah. Since then I've already bought way more than that $99 from Apple and I will never consider switching away. Sure they're expensive and never go on sale but this one simple experience told me this company "gets it".