Apple "Customer-we-dont-care"

Adzer81

im not sure if there is another thread on this issue so let me know if there is I just want to share my experience about apple to make you think twice about buying from them (online anyways)

ok il try and keep it as short as I can:

purchased a sim free iphone 4 from their website 2days after receiving the phone I had issues with the cellular data, rang customer care problem wasnt sorted so set up a return, they decided A replacement phone was needed, got the replacement same problem, rang up and this time the person was able to solve the issue (dont as me why the other staff member didnt have the same knowledge the first time) second iphone two weeks later issues with wi-fi/3g and also with mic not working in calls, ios 4.2.1 didnt resolve the issues so rang up tuesday asking for a refund as I have no confidence in the product anymore (3 weeks 2 iphones and 3 problems) after nearly an hour on the phone and being put through to various departments I was told I was getting a refund and it just had to be cleared by a supervisior and would be sorted by the end of the day rang back around 7 pm (as had rang 9am) still no email with return number, told could take a day so rang back wednesday, still told it wasnt sorted so rang back yesterday and now im being told that because the phone is past 14 days (which they count on the original phone) of course the 14 days is up on the original as im on my second one, they are now saying that the problem is now sent to amercia as its past the 14 days and because if they offer me a refund its on the original phone and thats the phone they would be expecting back and that the order number is linked to the 1st phone along with the transaction details? so now im told I have to wait for a decision from amercia and that they have a big work load saying its only the start of the day there and they might ring me yet but if it was 4pm in amercia they will hardly ring me if its 10 or whatever time here! yet I was told a replacement phone could be with me in 2days? ( no thanks dont want it two days with more problems) I no by law they dont have to give you a refund but can offer a replacement or repair as long as it is "permanent" but I dont know where I stand as the repairs have not been ( although different problems) it is not " fit for purpose" or of " merchantable quality" surely the cant be allowed to keep giving me new iphones every week there is a problem? also one of the staff in "customer care" had the cheek to say to me that they shouldnt have given me a replacement as it could have been fixed! sure when there is a self service repair somebody checks to see the problem and should ring and inform you of this instead of sending a new phone out? I never asked for a new phone just one that works

JDxtra

That's practically impossible to read, I got bored after one third of it.

There are millions of iPhones out there, and the vast majority operate trouble free. If they didn't, Apple would have a real problem.

Sounds like you are very, very unlucky or is there something else going on here? Maybe you got flagged on their system as suspicious for needing a 3rd replacement phone.

In general, Apple are considered to have excellent customer support. Just be patient and see what they come back with.

tallus

I find it impossible to read one big paragraph, but I think JD is correct, give time a bit of time.

Gumbo

Adzer81 wrote: »

im not sure if there is another thread on this issue so let me know if there is I just want to share my experience about apple to make you think twice about buying from them (online anyways)

ok il try and keep it as short as I can: straight fail here

purchased a sim free iphone 4 from their website 2days after receiving the phone I had issues with the cellular data, rang customer care problem wasnt sorted so set up a return, they decided A replacement phone was needed, got the replacement same problem, rang up and this time the person was able to solve the issue (dont as me why the other staff member didnt have the same knowledge the first time) second iphone two weeks later issues with wi-fi/3g and also with mic not working in calls, ios 4.2.1 didnt resolve the issues so rang up tuesday asking for a refund as I have no confidence in the product anymore (3 weeks 2 iphones and 3 problems) after nearly an hour on the phone and being put through to various departments I was told I was getting a refund and it just had to be cleared by a supervisior and would be sorted by the end of the day rang back around 7 pm (as had rang 9am) still no email with return number, told could take a day so rang back wednesday, still told it wasnt sorted so rang back yesterday and now im being told that because the phone is past 14 days (which they count on the original phone) of course the 14 days is up on the original as im on my second one, they are now saying that the problem is now sent to amercia as its past the 14 days and because if they offer me a refund its on the original phone and thats the phone they would be expecting back and that the order number is linked to the 1st phone along with the transaction details? so now im told I have to wait for a decision from amercia and that they have a big work load saying its only the start of the day there and they might ring me yet but if it was 4pm in amercia they will hardly ring me if its 10 or whatever time here! yet I was told a replacement phone could be with me in 2days? ( no thanks dont want it two days with more problems) I no by law they dont have to give you a refund but can offer a replacement or repair as long as it is "permanent" but I dont know where I stand as the repairs have not been ( although different problems) it is not " fit for purpose" or of " merchantable quality" surely the cant be allowed to keep giving me new iphones every week there is a problem? also one of the staff in "customer care" had the cheek to say to me that they shouldnt have given me a replacement as it could have been fixed! sure when there is a self service repair somebody checks to see the problem and should ring and inform you of this instead of sending a new phone out? I never asked for a new phone just one that works

purchased a sim free iphone 4 from their website.
2days after receiving the phone I had issues with the cellular data.
rang customer care, problem wasnt sorted so set up a return.

they decided A replacement phone was needed, got the replacement same problem, rang up and this time the person was able to solve the issue (dont as me why the other staff member didnt have the same knowledge the first time)

second iphone two weeks later issues with wi-fi/3g and also with mic not working in calls, ios 4.2.1 didnt resolve the issues so rang up tuesday asking for a refund as I have no confidence in the product anymore (3 weeks 2 iphones and 3 problems) after nearly an hour on the phone and being put through to various departments I was told I was getting a refund and it just had to be cleared by a supervisior and would be sorted by the end of the day

rang back around 7 pm (as had rang 9am) still no email with return number, told could take a day so rang back wednesday, still told it wasnt sorted so rang back yesterday and now im being told that because the phone is past 14 days (which they count on the original phone) of course the 14 days is up on the original as im on my second one, they are now saying that the problem is now sent to amercia as its past the 14 days and because if they offer me a refund its on the original phone and thats the phone they would be expecting back and that the order number is linked to the 1st phone along with the transaction details?

so now im told I have to wait for a decision from amercia and that they have a big work load saying its only the start of the day there and they might ring me yet but if it was 4pm in amercia they will hardly ring me if its 10 or whatever time here!

yet I was told a replacement phone could be with me in 2days? ( no thanks dont want it two days with more problems) I no by law they dont have to give you a refund but can offer a replacement or repair as long as it is "permanent" but I dont know where I stand as the repairs have not been ( although different problems) it is not " fit for purpose" or of " merchantable quality"

surely the cant be allowed to keep giving me new iphones every week there is a problem? also one of the staff in "customer care" had the cheek to say to me that they shouldnt have given me a replacement as it could have been fixed! sure when there is a self service repair somebody checks to see the problem and should ring and inform you of this instead of sending a new phone out?

I never asked for a new phone just one that works.

i even had trouble trying to space it up OP.
this is not an english grammer forum, so i wont give out over that but OP, if you want some help you have to try lay out your posts so people will actually read them.

akadesign

Apple support is the best by far, I've personally had great experiences with them.

They go above and beyond their competitiors and even have a free genius bar in most countries if you want it sorted on the spot.

If you want a rant do it elsewhere, we only offer constuctive solutions in here.

Adzer81

There are millions of iPhones out there, and the vast majority operate trouble free. If they didn't, Apple would have a real problem.

are you having a laugh every iphone iv heard of had had some problem or another the reception and wifi/3g issues are on forums all over the world :rolleyes:

im asking has anyone had the same experience dont want smart replies dont read it then no one made you

the cheek of some people :rolleyes:

Yeah I will space it out more in future I wrote it on an ipod so didnt allow it to be done properly

Jimdagym

Adzer81 wrote: »

im asking has anyone had the same experience

You never asked that.

Adzer81

I no by law they dont have to give you a refund but can offer a replacement or repair as long as it is "permanent" but I dont know where I stand as the repairs have not been ( although different problems)

it is not " fit for purpose" or of " merchantable quality" surely the cant be allowed to keep giving me new iphones every week there is a problem?

mad muffin

I don't know why you are having all these problems, since you don't go into much detail.

If Apple don't sort you out, I'll eat my left nut!;)

Adzer81

well apparently "im ranting on" im just trying to get the facts out there & as for the not much detail im guessing thats a joke :P

mad muffin

Adzer81 wrote: »

well apparently "im ranting on" im just trying to get the facts out there & as for the not much detail im guessing thats a joke :P

What network? What data problems? Where in Ireland are you located? Did you contact your network provider? Pre pay or bill pay? So on and so forth. Not your OTT rant.

culabula

Adzer81 wrote: »

There are millions of iPhones out there, and the vast majority operate trouble free. If they didn't, Apple would have a real problem.

are you having a laugh every iphone iv heard of had had some problem or another the reception and wifi/3g issues are on forums all over the world :rolleyes:

im asking has anyone had the same experience dont want smart replies dont read it then no one made you

the cheek of some people :rolleyes:

Yeah I will space it out more in future I wrote it on an ipod so didnt allow it to be done properly

You asked if anyone "had the same experience" - in order to answer that, it is necessary to read it, something you made terribly difficult.

Any iOS device would make a better fist of it than you did -no computing device is the boss of you ,you are the boss of it. However the inbuilt auto-correction would suggest punctuation and spacing, not to mention rendering i as upper-case.

I'm sure you're aware that the verb is "know" and not "no".

Clarity and brevity will get you everywhere and avoid your reading replies as being "smart".

Adzer81

Im on meteor in dublin ( yes I know it isnt a supported carrier so this may cause some issues)

but I dont think the problem is to do with the network its to do with the phone keeps switching between 3g & disconnecting from wifi, I was told this was a known problem similiar to the ipad problem? (yes I know you can turn off celluar data)

also tried other wifi networks to make sure that wasnt the problem, the phone works perfectly using 3g for internet,

the phone connects to some wifi networks and shows strong signal yet server times out regardless of the network and ipod loads page 1st if tested against each other that is if the phone even loads the page


Iv tried the usual resets & updated ios ect



and also an issue with the microphone not working during calls

Spacedog

nobody cares about your iPhone.

Adzer81

If you "Dont Care" leave the thread :rolleyes:

Nobody asked for your opinion :rolleyes:

Im trying to get some intelligent replies

If your not going to contribute something worthwile your wasting your time

culabula

Adzer81 wrote: »

Im on meteor in dublin ( yes I know it isnt a supported carrier so this may cause some issues)

but I dont think the problem is to do with the network its to do with the phone keeps switching between 3g & disconnecting from wifi, I was told this was a known problem similiar to the ipad problem? (yes I know you can turn off celluar data)

also tried other wifi networks to make sure that wasnt the problem, the phone works perfectly using 3g for internet,

the phone connects to some wifi networks and shows strong signal yet server times out regardless of the network and ipod loads page 1st if tested against each other that is if the phone even loads the page


Iv tried the usual resets & updated ios ect



and also an issue with the microphone not working during calls

There are a lot of Apple-haters round the world who love nothing more than to run down iOS devices. The press love to get even so much as a whiff of something slightly wrong with any aspect of the OS or hardware to turn a rumour into a tirade.

So for the record: I have 5 iOS devices here and I have never had any problems with any of them, wifi issues, failings of 4.2GM 1, 2 or 4.2.1. No "antennagate" issues or other imagined problems as reported in the media.

I have also successfully set up on iPhone 4 on Meteor without the slightest hassle or subsequent problem.

I believe that the problems experienced by 3IRL subs are caused by that network and not by the handset. Why? Because no such problems exist on 3UK (using the same handset or another iPhone 4).

The only problems I have known in common with millions of others are those experienced on iPhone 3, subsequent to the latter's upgrade to iOS 4x and later.

None of which means that you don't have a dodgy handset but, in my long experience, you will be sorted by Apple, whose customer service should serve as a paradigm to the retail industry at large.

I am confident that were you to walk into the Apple Store here in Victoria Square, your handset would be swapped out on the spot. But no, I see no reason why you should have to go to such lengths.

culabula

Spacedog wrote: »

nobody cares about your iPhone.

Silly comments like this are both unnecessary and unhelpful, so in the immortal words of Barry from Eastenders -"leave it aht", please.

I care about his iPhone.

Adzer81

culabula wrote: »

There are a lot of Apple-haters round the world who love nothing more than to run down iOS devices. The press love to get even so much as a whiff of something slightly wrong with any aspect


I am confident that were you to walk into the Apple Store here in Victoria Square, your handset would be swapped out on the spot. But no, I see no reason why you should have to go to such lengths.

Believe me im not an apple hater iv had 3 ipods and never had a problem before

yes I understand your point people love to complain and if you look for negative press your sure to find it :rolleyes:

It just seems like im being given the run around

What way would that work if I were to call in as it was purchased online?

culabula

Adzer81 wrote: »

Believe me im not an apple hater iv had 3 ipods and never had a problem before

yes I understand your point people love to complain and if you look for negative press your sure to find it :rolleyes:

It just seems like im being given the run around

What way would that work if I were to call in as it was purchased online?

I wasn't referring to you, just the constant anti-Apple stance that this runaway success is subject to and where the slightest glitch is blown up into a problem of seemingly global proportions.

Your iPhone is now guaranteed anywhere and repairs can be carried out in any participating country where Apple has a presence: it matters not one whit where you bought it. Mine was exchanged earlier this year without quibble, as I was having problems with it and 3IRL. I now know there was no need to exchange it and that the problem lies with 3IRL.

Still, I got a brand-new one! :-)

Adzer81

culabula wrote: »

I am confident that were you to walk into the Apple Store here in Victoria Square, your handset would be swapped out on the spot. But no, I see no reason why you should have to go to such lengths.

Are you talking about Belfast? I dont know if you saw in a previous post but im in Dublin

I may wait and see if they get back to me because I have already got a replacement iphone so they might be hesitant to give me a second replacement :rolleyes:

thanks for your help though

Just my luck with phones :P

culabula

Adzer81 wrote: »

Are you talking about Belfast? I dont know if you saw in a previous post but im in Dublin

I may wait and see if they get back to me because I have already got a replacement iphone so they might be hesitant to give me a second replacement :rolleyes:

thanks for your help though

Just my luck with phones :P

Yes, am aware of your location but my point was simply that were you to walk into the only Apple Store in Ireland, I have no doubt that you would be walking back out of said store shortly thereafter with a new phone, after their diagnostics, rather than all this phone mallarkey. The shop is crammed with people from Dublin and further afield.

As for replacement phones I have an acquaintance in Sheffield in the UK, who has been unlucky and who has had 3 iPhone 4s replaced in that store, again, without quibble.

Adzer81

Im not aware of any apple shops in Dublin as such just sellers so must look into it

culabula

Adzer81 wrote: »

Im not aware of any apple shops in Dublin as such just sellers so must look into it

There aren't; the only one is the Apple Store, Belfast, for the time being.

Dublinstiofán

If you had over $200 Billion in the bank can anybody say they would really care?

hshortt

Just repeat what happened here.

whiterebel

hshortt wrote: »

Just repeat what happened here.

Oh yeah, tremendous example that one......which of their particular hallucinations would you like the OP to act on?:rolleyes:

Adzer81

Why would I repeat that it has nothing got to do with this :rolleyes:

Hobbes

First I have an iPhone4 and iPad. I do not get the issue that you are experiencing. That is not to say it is a real issue or not, just that there may be other factors here as to the cause.

Now in relation to apple, in what I read they appear to try and be helpful. Getting a bad phone might be possible, getting 3 in a row would suggest there is something more likely wrong at your end (location, how you are using it, something else not intentional).

So they would be well within their rights to refuse the refund. As to how to resolve it you can instead ask for a new replacement then just sell that phone as brand new/still in box. You can do a one time transfer of the applecare to the new owner.

With regards to the support. When you start to think you are being messed around then document everything. For example.

Dec 1: Rang at 3:30, spoke to Bob who mentioned .... put me on hold for 5 mins for ... Gave details, phone working.
Dec 3: Phone stops working.
Dec 4: Rang again, spoke to Ann ... Put me on hold then hung up.
(etc)

Write where actions were good/bad. Do not embellish/lie.

When you have it in that detail and you hand it onto a manager they will take it more seriously.

My personal experience with Apple support has been overall positive. So I would be surprised that you are being messed around, and I reckon a manager would be interested if you were.

Adzer81

Hobbes wrote: »

Now in relation to apple, in what I read they appear to try and be helpful. Getting a bad phone might be possible, getting 3 in a row would suggest there is something more likely wrong at your end (location, how you are using it, something else not intentional).

So they would be well within their rights to refuse the refund. As to how to resolve it you can instead ask for a new replacement then just sell that phone as brand new/still in box.
.

I have tried the wi-fi in various locations to eliminate that problem, & there is also an issue with the microphone on the iphone :rolleyes:

Its my second iphone, (the original & this is the replacement)

As for the refund I have stated they dont have to give me one,
they can offer a repair or replacement as long as the repair is "permenant"

The question I asked was am I entitled to one if the repair is not "permenant" althought they have been three different issues