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Ratings and Reviews
Senior Advisor Vince threatened to hang up
After I-chatting with Apple support in regards to a green vertical bar on my display on my iPhone X , they told me to pick up new iPhone X at Apple store. I called Apple store to make sure everything was a go, and they said they wouldn’t give me new phone unless Apple support put it in the notes section. I called Apple support back and spoke with senior advisor Vince about the issue. Told him I had AppleCare and had documented I-chats from Apple support indicating they approved me for new iPhone X replacement at $0. He said he would not put that in notes section and I’d have to pay either $99 or $129. I said which, because I read $99 replacement fee if they determined it was physical damage which it was not. He took 5 minutes trying to find out the answer. I said let me talk to someone else higher than you. He told me I was rude, he was going to hang up, and he was the highest authority in Apple. I said is this a recorded conversation? He said yes and hung up. I called back to file a complaint on Vince and spoke with senior advisor Ginger. She apologized and said she would take care of Vince and my iPhone issue. She called the Apple store and told genius Nance at Tyson’s Corner Apple in VA to give me a new phone and they did. Hope Apple terminates senior advisor Vince because he is not good with customers!!
I accidentally made a purchase but whenever I went to Apple support they would give me steps and I would do them and whenever I went through all of their steps I gave them my Email Address like they wanted. The problem is that I went through a 52 minutes and 18second live chat with a advisor and they never fixed my problem. So what I did is that I went to like 10 Apple advisors and they neither could fix my problem so whenever I hit my last Apple advisor they did the same thing so I just quit because for some reason I can’t trust Apple to help me with purchases I accidentally made and give me my MONEY BACK!! It gets me just mad thinking about how I got money for my Birthday from a person in my family that died and yet I made an accidental purchase but apparently Apple doesn’t care about your family they just care about you not doing it again. My grandma died and she gave this money to me and she told me the last time we met “Spend Your Money Wisley” so I made an accidental purchase and I’ve been trying to get it back and what do I get SORRY YOUR REQUEST DOES NOT MEET OUR REQUIREMENTS!! My requirements are to give me back my money!! I can’t trust Apple anymore.
Making it VERY difficult to make Genius Bar appointments
With Apple’s ridiculously overpriced products, customers have justifiably come to expect top tier customer service. It used to be somewhat easy to book a Genius Bar appointment, but for the past few years Apple has continued to change and make it more difficult to book an appointment. Having spoken to Apple employees off of the record, it’s clear that Apple is consciously making this effort. If a customer needs assistance with their device and wants hands on help rather than calling or reading instructions, the customer often times has to click on a false issue just to make an appointment. I’ve moved many family, friends, and colleagues over to Apple over the years because of the once outstanding service, especially those who are elderly or not tech savvy. I no longer encourage anyone to move to the Apple eco system without WARNING them about Apple’s avoidance or difficulty in getting help unless they are very savvy. Shame on you Apple for continuing to increase the price of products and services but cutting back on face to face customer service. No matter how great tech may be, it will never replace human interface.
- Apple Inc.
- 44.6 MB
- Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.
- English, Chinese, Czech, Danish, Dutch, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian Bokmål, Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Thai, Traditional Chinese, Turkish
- Age Rating
- Rated 4+
- © 2018 Apple Inc.
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