Contact Apple iMac Corporate

Problem- I was locked out of my Apple Mac Book Pro laptop by Fire Vault. I logged into the computer Ok but couldn't get by the Fire Vault log in. It locked up. My computer had been hacked but that was repaired by another computer group. I didn't want to go back to them since they were online. It was repaired as far as I could tell with my e-mails were working OK prior to lockout. They did not wipe out my information or data for the repair to the e-mail.

The internet had a process to reset the password, etc. on Fire Vault but I a 76 year old not computer savvy decided to allow a professional to do it for me since I had so much information on my computer. The person writing down my problem asked if they could clear the computer. I said OK but I wanted assurance that my information and files would not be lost. I had a back up hard disc but was not sure it was done right. He said not to worry they would take care of it. Back it up and reload it all for the money I paid up front of $150. I agreed.

When I got my computer back all new software was loaded and the computer was empty except for my e-mails. My photos, desktop with folders, etc. were all gone. Years of documents, finances and photos, etc. just gone. The supervisor, a young woman with long brown hair and glasses said I agreed to it. I asked how she would think that was acceptable to just wipe out everything? Who would want that? She claimed it would be extra money to do that. At least $80-$100. I was not told that. I certainly would agree to pay that sum since saving my information was important to me. They tried to contact me and I did get back the next day. I agreed to come back in to do the passwords, etc.never dreaming the whole data base had already been removed.

Once again they said the back up on my hard drive was missing. I told them I was not sure it was done right and was concerned about losing the data, etc. when they worked on it in the first place. For good service the computer should have been backed up on another device just to make sure the customers backup hard disc was functioning.

The computer should not have been cleared period just to access it via the Fire Vault since they are ways on the Internet to get around that problem. I told them that. Seems to me that the technician who worked on my computer just did the cheapest and easiest way to get the job done. Just wipe it all out and reload new Apple software programs. I'm not even sure the new software is good for my 2009 Apple computer.

What can be done to get my data and information...photos back? I felt cheated and abused. This loss will be many months (if at all since family photos were on there) of replacing those files. Many addresses, codes, etc. to be redone. I am very angry and upset at the manager and your miscommunication problem. The manager was very nasty and did not understand my frustration and anger over my loss. I signed for it she said. Who in their right mind would do that to any customer I asked?

Called last night on the 5th of February about damaging my iPad Mini. I was told I did not need an appointment and to just walk in no problem. Now I am at the apple store with an hour and a half wait for a walk in appointment. What ignorant crap is that?

I made the most unfortunate decision and bought an apple computer of December 2014 which has not functioned correctly since I bought it. I purchased an Apple mac book pro upgraded it for $500, cost me $1500 and it doesn't work. 1st Apple allowed someone to illegally use my email w/out my permission, Apple was informed in writing not to allow someone else to use my email twice but allowed someone to register their computer with my email address. email addresses are how apple registers its computers. It took 6 weeks to clear up that issue. Then when I was finally able to use the computer I discovered I had a problem. Apple then refused to honor or extend my warranty even though Apple is responsible for the registering my email and the unauthorized use of my email. they stated that the warranty time expired while they were resolving email issue which they created. I was forced to buy a warranty.

The computer doesn't function correctly & I have made over 450 calls. Some of the computer issues are; it freezes, safari both freezes and crashes, my drop box is hyperactive, the online apple customer support system regularly fails, I am locked out of the computer more frequently now using the correct password,so after the computer freezes I cannot log back in, the bouncing icon will stop working, the spell check isn't working properly .The operating system has been reinstalled 3x, and I have done everything requested of me. I was told they would replace the computer while speaking w/ an agent, the call dropped, I recalled her over 8 times w/ no call back. I have been told the computer will be replaced 3x but no one honors this and when you try to get back in touch with them either by phone or email they do not respond.

I have been told by agents that I am not cooperating. It has been 11 months of calling and doing everything they requested. I drove 3x a 700 mile trip to the Apple store a 5 hour round trip, $50 in gas, loss of work income for the day and still have problems. I am then told to again take off work and go to the Apple store. So far these going into the Apple stores have cost me a loss of $1000 in travel expenses and a loss of work. Apple isn't interested in reimbursement.

I found an Apple store in the local university who is willing to assist. Apple refuses to work w/them. I had an agent tell me the computer can't be replaced after I was told it would be replaced by 3 Apple representatives. Antoine one of the agents insisted I had to work with technical department, I requested he transfer me over 18 X to the technical department and he refused to transfer stating "i would not cooperate with them”. He would not stop calling me but refused to help me or transfer me to the very people he demanded I had to work with. I couldn't get rid of him. Apple still refuses to replace it and states it has to go to the engineering department however I am not allowed to speak with the engineering department. Only the tech reps are allowed to speak with the engineering department.On a check by a couple of senior advisors I am told nothing has to date, 11 months later, gone to the engineering department.

I am sent back to technical not to get anywhere. I have spent hundreds of hours attempting to get the brand new $1500 computer bought for my new business to be fixed.Presently the launch of my business now has to be delayed months, & have a devise that does not work. I am again told to take day off work and do the 700 mile drive and spend an entire day doing this. I have called the corporate # and asked for corporate resolutions and the operators just transfer me to the customer service cue, do not allow you to finish a sentence and do what ever they feel like. I have been told I am only allowed to deal with senior advisors anymore.

This means I have to wait an additional 15 minute minimum to be transferred to an senior advisor on top of the time spent waiting just to reach an advisor. One advisor stated he "owned the problem" , he would see to it that the problem was resolved, he did nothing, I was unable to have conversations with him on the phone, he closed the case and did not answer my emails. I went into the Apple stores where they did not record me having gone in there for repairs so now Apple claims I never went to the stores. When I try to get assistance with the stores I am now told I am not allowed to go to the stores for help only corporate can handle my case.

There is no concern to what damage Apple has caused me. I called the main Apple office number, the operators act in a politely abusive manner. They talk in a calm voice and keep transferring me back to the very department where you cannot get a resolution. The amount of time Apple has wasted in not only my time but their own time is unbelievable. Replacing the computer would have been cheaper at this point. I have spent now $1650.00 for a nonfunctioning computer and for the great honor of being thrown into the great circle of mismanagement. another customer service agent offer for me to be put into yet another program which would have cost me more money. Why would anyone do that?

Tonight I requested to have the 3 way call as I once again asked for the computer to be replaced and during the 3 way phone call the customer service person told the tech agent to hang up. This caused me to loose the technical help I was receiving and now once again spend the 1st 20 minutes reexplaining the problem to yet another tech agent. The customer service agent who transferred me told me he was going to advise the technical rep to hang up on me "if I did not co operate." I asked the agents contact information and name and he refused to give me it. I asked why ,he stated,"because I feel like it " then he hung up on me because he claimed I was un co operative. The last customer service agent I spoke with tonight told me information that was in Apples notes which was incorrect, from my touch pad not working, to my never having gone into a store.

When I attempted to speak with her and inquire who she spoke with at the store she refused to answer, and was not concerned in the least that there was misinformation in my file. She stated the misinformation was unimportant. Once again Apple refused to step up to the plate and take responsibility for selling a defective product. Defective products will happen, the issue here is that Apple refuses to take responsibility and believes it should continue to put its customer through this level of abuse. It doesn't care they have produced a defective product and not even care to take it back and see where the problem is!

Apple has no concern for what they put their customers through but continues to play games of denial as a strategy for getting rid of customers after they have taken your money. Apple prides itself in customer service but actually do not care about their customers. I have tried for 11 months with Apple to get a brand new computer to work and the response is always the same,”I have not given them enough opportunity to correct the problem" When I ask how long will it take to go through their "required" processes they state there is no answer to that question. I must co operate with them. After 11 months and a waste of my time and Apple time it is time to take the Rotten Apple back and provide a brand new computer that does work. I did not pay good money for a lemon and do not deserve the awful treatment I have received.

I purchased an Apple mac book pro upgraded it for $500 and it doesn't work. 1st Apple allowed someone to use my email w/out my permission, were informed in writing not to do so. they refused to extend my warranty even though Apple's is responsible for the issue of unauthorized use of email. they stated that the warranty time expired while they were resolving email issue took over a month. I was forced to buy a warranty. The computer doesn't function correctly & I have made over 160 calls. I have reinstalled the operating system, done everything requested of me. I was told they would replace the computer while speaking w/ the agent the call dropped, recalled her over 8 times w/ no call back. I have been told by agents that I am not cooperating.It has been 7 months of calling and doing everything they requested. I drove a 700 mile trip to the Apple store a 5 hour round trip and still have problems. I am told to take off work and go to the Apple store. I found an Apple store in the local university who is willing to assist. Apple refuses to work w/them. I had an agent tell me the computer can't be replaced after I was told it would be replaced. Antoine the agent insisted I had to work with technical department, I requested he transfer me over 18 X and he refused stating "i would not cooperate with them". Was told by another senior advisor that I had to deal with engineering department but that I would not be allowed to speak with them and was sent back to technical not to get anywhere. I have spent hundreds of hours attempting to get the brand new $1500 computer bought for my new business to be fixed.Presently the launch of my business now has to be delayed months, & have a devise that does not work. I am told to take day off work and do the 700 mile drive and spend an entire day doing this. I have called the corporate # and asked for corporate resolutions and they just transfer you to the customer service cue, do not allow you to finish a sentence and do what ever they feel like. There is no concern to what damage they have caused me. the operators act in a politely abusive manner. They talk in a calm voice and do the same thing over and over. The operators tell you you have to be patient. Today calls were just under 5 hours, last fir day 8.5 hours. The amount of time they have wasted in not only my time but their own time is unbelievable. replacing the computer would have been cheaper at this point. I have spent now $1650.00 for a nonfunctioning computer and the great honor of being thrown into the great circle of mismanagement. another customer service agent offer for me to be put into another program which would have cost me more money. Why would anyone do that? Apple is oner of the corporations who claim great customer service but actually do not care about their customers.

To whom this may concern, RE: Mac Book Air 13”. Serial Number: C02P8QJ6G940. (Date of purchase: 29-04-15). I write this complaint letter to express my thoughts regarding Apple and the after sales. I have been extremely happy over the years with Apple products, but this year, having bought a Mac Book Air I have been having ongoing issues with it and have yet been resolved to my satisfaction. I bought the computer in France (AZERTY keyboard) and I am now living in Bristol for the foreseeable future. I have been encountering problems with the keyboard and trackpad ever since I bought the product and have spent many hours on the telephone speaking to the Apple support team. As the problem was not resolved, I decided to go the the Apple Store (11 Philadelphia Street, Quakers Friars, Cabot Circus Bristol, BS1 3BZ) and was frankly perturbed by the approach of the managers and employees.

I explained quite clearly the problems and pointed out that it is ongoing and, as I use it for my business, I requested a new one as it isn’t fit for purpose. The attitude of the manager (Alex) and the employee (Ricky) was far from satisfactory. The manager stood with his hands in his pockets, showing little respect for me or my problem. He said that is is impossible to exchange the computer in the United Kingdom and I would have to return with it to France to explain the situation again. You will appreciate that this is impossible and I honestly feel that my problems should have been dealt with in a more professional way. I expect a lot more from Apple and considerably more respect it’s employees.

This is the series of events which took place:

1) Issues with emails - not receiving any.
2) Keyboard language changed to QUERTY every time I rebooted the machine.
3) The machine would lock itself when I put in the correct password and I’d have to reset all of them, including the Apple ID and Keychain password.
4) The computer was completely reformatted four times by Apple in the matter of two weeks.
5) Loud clicking noises came from under the keyboard/trackpad.
6) The keyboard and trackpad were replaced.
7) The computer wouldn’t turn on and displayed “no battery attached” on the screen
8) The new trackpad was loosely and badly fitted and had to be adjusted.

Every trip back and fourth to the Apple Store this past month has cost me a lot of money and time. I feel disappointed that I have to contact you, as my immediate family has spent many thousands of pounds on Apple equipment and this is the first time we have had problems with the after sales and repairs. I love to use Mac equipment and wish to continue doing so as I was intending to upgrade my iPhone, but this whole experience has put doubt in my mind - surely the founder’s ethos was that ‘customer satisfaction is key’. I thank you for taking the time to investigate and resolve the matter. I look forward to your comments and to a resolution to my problem.

I had a 27" imac computer that quit working so I took it to Cal Coast computers and they put a new hard drive in it. I still didn't work so they looked at again and told me that it needed a new video card as the old one wasn't compatible with the new software and that it would require $600 to fix it and they didn't think that was a smart thing to do. So I called the 800 number at best buy as I had already bought a new mac air for my daughter who is a schoolteacher in colorado.

The girl on the 800 line told me to take my imac to my local store and they would give me a trade in value and then recycle it. I took it to my store in san luis Obispo and the girl who waited on me said that it had no value as it did not work and had me sign some papers to recycle it and directed me to the computer department where I ended up buying a new 21.5 imac.

When I got the new computer home I was unable to get it to work so I called apple customer support and ended up talking to a supervisor who helped me set it up in a I hour long phone session and he asked me how much best buy gave me for my 27" imac and I told him they told me I had no value and he expressed surprise because he thought that was wrong. He asked if I talked to a manager and I said no. this am I talked to brent the owner of calcoast and he told me that they lied to me because it was worth $300 and I should go get it back.

I called the store and talked to a manager and was told that it was sent to recycling already and there was nothing he could do and if I wanted to take legal action I needed to contact their legal department. Needless to say I feel I have been taken advantage of and was screwed out of $300. I have bought a fair amount of stuff at best buy over the years but I do not feel I can trust them anymore and I do not think that I was treated fairly and will not buy anything in the future.

I bought an iPad 2 (Model MC954LL), an airport express and upgraded my Apple iMac to 10.6.8. Since that time I have had seven conferences either over the telephone or at the local Knoxville store. I've taken both my iPad and my iMac to the store. At first my email was messed up; now I cannot send group messages from my email. I'm exhausted from this and sorry that I bought your products. It's not fair to impose this kind of effort on customers. I'm not a "techie" and it seems that even techies cannot solve my problems without creating additional problems that are only recognized after the conference.

I have just been through a month of working with your tech department. In particular Mr. Brooks Harrel. He informs me that Apple does not take back iMacs and that he has the last say so. I have done everything he has told me to do and the iMac still is not working correctly. He insists that it is my peripherals and not the iMac. They all worked OK with my 2006 intel iMac, but I still did everything he wanted me to do. It still is not working. All I get from him is a condescending attitude, comments with a series of analogies which further insult my intelligence. I have had Apple desktops & laptops since my first LC II. I cannot believe that I am dealing with Apple, judging on how I have always received nothing but the best in service. Mr Harrel informed me that he was the highest that I can go and that he must look out for "Apple's best interests." What about the customer's best interest?