- Online store
- Verified customer
MacBook Pro $5500 drama
Always had great instore service at Apple, but this Apple online service has been absolute hell. Received a non working MacBook Pro, value $5500, returned it, new one exactly same issue. Over the phone I had to repeat myself over and over again, you start by mentioning the order number, then 15 minutes later, and being the 3rd phone call about this, they ask where did you buy it? Are you serious, look on your screen. This is how serious you take a very disappointed customer who you sent two faulty products to?! I ask what's next, "we sent anot...her replacement", but we can't sent it out for another week. Not good enough. I spend a total of 2.5 hours on the phone and so far only lots of frustration to show for it but no working MacBook Pro or refund yet. Then tonight I get an email saying the courier has issues retrieving your return. This has been picked up days ago and on the Apple website it even said "with courier" this morning. When I login now, this disappeared and has been replaced with a not eligible for return 14 days passed message. What?! It has only been 5 days and you already picked it up. Such a mess and very concerned about my refund as obviously I said no to them sending out another one. Online never again!
- Online store
- Verified customer
Their service and quality quickly degrading
Spent more than a thousand dollar to buy an iPhone X. After 2 years, the battery ran out at 3 PM. Spent an hour over the phone with an Apple agent on diagnosis. While on hold, the call disconnected. The agent didn't call me, and closed the case. Apple's hardware quality and service quality are both degrading fast!
Severely autistic toddler unknowingly bought game.
My severely autistic toddler, grandson, was playing on the wrong iPad. He loves to click everything from light switches to google searches. He didn’t realise that he bought an online game for $159.99. My iPad was out of its case and he thought it was his. After online attempts and a phone call explaining the innocent mistake, Apple refused to put it right and reimburse me. I couldn’t believe that they would treat a loyal customer, of many years, in such a heartless fashion.
Update: a week after contacting The department of Fair Trading, Apple issued a full refund. I’m pleased with the outcome and am happy that Apple came good..
Sound good, mic bad (AirPods Pro)
The product was very good for listening to music and normal YouTube videos, but the mic was so bad that it didn't work sometimes and other times worked nicely. I would want the next pair of AirPods to have a significantly better mic
Even more expensive for even less!
I have recently purchased the very expensive new iPad Pro 12.9 inch as I require it for my work in using this device for one hour I have discovered they provide nothing with it except a charger no USB cable I cannot connect to my computer without spending more money as they’ve changed the port again! The Apple Pencil 2 that is required for this iPad as you cannot use the 1st gen you do not get extra tips as provided with the first gen and it’s over 100$ more overall I am very disappointed Apple products have become more and more expensive with almost no real worth in return and seems designed to simply get you to spend more money and for a billion dollar company this is disgusting and I’m over it.
I pad pro 12.9 and magic keyboard purchase
I am extremely happy with my iPad Pro and magic keyboard. Jacob who placed my order over the phone was great. I will definitely shop this way again, great service Well done!!
Good products as always been using Apple’s for the last 20 years for mobiles, computers and laptops and iPads and more. I definitely will recommend to everyone and thank you.
The reviewer stated that an incentive was offered for this review
Bad customer service.
For months now trying to reset my i phone password. they message me they will contact me in 24 days,
nothing happened, they told they will contact me in 24 hours , they never called,
yesterday i called , after 30min. talking to girl in Philippine, she said some one will contact me , no body called yet, i am so frustrated with apple products and their service that i never buy any apple or american made product , they are all lies and crook business.
Worst Customer Service I have ever experienced
My 12 year old daughter needed a laptop for high school so I purchased a macbook air. After 5 months, it stopped working completely. Faulty product. It took over a week to get an appointment with Apple Penrith. I arrive and they state if I show them invoice they would replace the faulty product. I went back with my receipt, they went and got new laptop, asked my daughter to pick a colour, put it in bag for us then out of no where said we can't replace your laptop as the computer won't let us. This was beyond ridiculous and I left with my fault...y product. Spoke with about 6 different Snr advisors who were meant to look after my complaint. None of them ever returned my calls or emails and I would ring back and get another snr advisor. Anyway, after 3 weeks, they finally decide to send me a new laptop through TNT which is going through China and I've been told to expect lengthy delays due to TNT's backlog (that's a whole other story). I could not just go to an apple store or get a new one sent to me from online store and pick up replacement as I was desperate as daughter was missing out on school. My daughter has now been 5 weeks without a laptop due to the product being faulty, and I still don't have it. There is no complaints process and Apple do not care one bit about customer service. Just got to accept their disgusting service. There is nothing I can do but wait. Their Snr advisors are a joke, they ignore you so you ring back and get a new Snr advisor, WORST SERVICE EVER. Replacing the faulty product should not have been this difficult. If they had of made just a little effort and showed some sort of service, I'd have a replaced laptop now.
The Death of Apple
What made Apple stand out from the others was it’s great customer service and quality products. Apple is a far cry from when Steve Jobs ran the show. Today’s customer service is mean spirited, being more concerned with profit margins than providing an outstanding service it was once renowned for. Waiting weeks (or like my current order months) for your orders to arrive..then having to deal with TNT couriers. Then there is the exorbitant price hikes for new products that have barely evolved and using technology that has been utilised by other b...rands for months, there is nothing exciting or innovative coming out of Apple. As a loyal customer of 15 years and having spent tens of thousands of dollars with this company, I am unfortunately, neck deep in the Apple ecosystem. But, with each year my loyalty is dissolving, I am fed up with the disappointment I get when dealing with Apple. My next phone will not be a iPhone.... I am going into Apple rehab and weening myself off the Apple ecosystem.
Apple & TNT
After 2 weeks of rerouting, delays, and whatever, the tracking info of my Apple order showed that my item will arrive today 3rd July before 18:00 pm. It didn't. I wasted a whole day waiting and lost my income for this day too because I can't work and wait on-site at the same time. No update, no info, no phone contact. I have no idea how long I still need to wait. I am talking about a maximum configured MacBook Pro 2016. I am talking about a valuable purchase which I had to work very long and hard to be able to afford. A disgrace. I am shocked that Apple (which I highly respect) is contracting such a nightmare of delivering company.
Terrible management service
Lower tech support
First person I spoke to said kept repeating himself even if the building up of pending bank charges stopping use of my card
Didn’t say anything new for a while then suggested I wait and do nothing
Then it was another a new idea to call a different department but I didn’t do that so after 20 min to of messages, he ignored me the first time asking for someone else
I repeated myself a moment latter to stop him from suggesting ideas that didn’t work for me but I finally got management on after 15 min of waiting
Manager tech supp...ort Just said if i cant wait and it’s better to pay it I said the same thing to management that I said to the first person Almost word for word [name removed] (the manager I had to deal with) was just repeating the useless guy I dealt with
Refused refund after a child accidental purchase
My son with ASD&ADHD accidentally purchased nearly $200 worth of things in Minecraft marketplace without our permission, and Apple refuse my refund request twice without giving me any reasons, I tried the calls, online chat, none of them were helpful, your people basically just told me there was nothing they can do. I need to accept whatever decision Apple made. You left me with no other options. now I’m feeling angry and confused. I’m sure I’m not the only devastate parent out there who had similar experiences.
Update: After email the CEO of “Apple”, they finally refunded me money. I’m surprised and feeling grateful there are still good boss and people in the world of business. Thank you.
A total disgrace
An Imac arrived with a dent on the screen, I called to organise a return but after 20 phone calls still no pick up. Today I called again speaking to a guy who sounded half asleep I totally lost it. After this experience I find it quite surprising that people still buy Apple at a premium price for such rubbish service.
They have no idea about what they do
After 10 days from returning an online purchase to store, I haven't received the money back into my account and have been told from my financial company that they have not even received any refund request from Apple yet.
What a mess
I ordered I pad from online coz my iPad Pro suddenly stopped working, it was complete mess, I made lots of phone calls Apple and TNT unfortunately nobody knows nothing.
Can’t get my iPhone fixed, no staff can help me
Make a call to Apple to book in my phone as my battery is faulty. Their option was to just keep trying as their system can’t go past 7 days. What a joke?
I’ve spent over 2 hours of my time chasing their tail. Well maybe they can chase mine, I’m so close to going over to Samsung. I understand we are in a pandemic, but I also have a business and need my phone working...
Someone please touch base with me, or Apple is over for us.
Terrible Sales, Finance and Refund team!!!!
I have spoken 5 of Apple staff(2 of them are Trisha,Sheina) explained myself 5 times and ended up with nothing!!! Ridiculously unhelpful and unworthy of my time. Such a waste!!!!
Unreliable shipping and patronising staff
First off buying an Apple Watch took me forever online as I couldn’t use zip pay myself I had to message someone to then put in the order for me and then wait for a finance team to call me back so that I could then pay and finalise my order; you’d think being Apple they would be up with the times. I can shop online or in person anywhere else and pay on the spot for zippay. Then I’ve waited a week and my watch still hasn’t been shipped even though I was promised shipping in 2-3 days. Then when I called and asked if anything was holding up my or...der from being shipped I was laughed at and told to wait and that possibly it would be shipped tomorrow, then when looking online it said I won’t be getting it for another 14 days atleast, actually ridiculous when you spend $800 on a product. I have been buying Apple products for 10+ years. There is no where you can actually lodge feedback to stop it from happening in the future. I’ll never support and buy Apple again.
Awful and unsympathetic online chat experience
Chat was with Caelum. Terribly patronising and ver unsympathetic. Didn't explain coherently what the options for me were. Took forever to type responses. Shameful customer service. Didn't even acknowledge the challenging circumstances of Covid-19 in making in-store purchases.
Would also add that you need to make it clear that Apple Store gift cards CAN NOT be used to purchase App Store cards in big BOLD letters on the Apple Store cards. It's ridiculous that I can't transfer one line of credit to a different platform within the same billion dollar corporation that claims to pride itself on customer/user experience.
Absolutely shameful. Will post this review on across social media as others need to know.
Questions & Answers
Compare new SE wit the more expensive new pone
where can I buy a refurbished iphone in Australia zipp code 3500?When I tried to buy one online my zipp code was declared invalid [email removed] I have all Apple products.
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