History with Apple macbook, imac & iphone.
Since 2010 I have paid Apple $18,100aud and this has been my experience.
For background I own & operate an IT business that covers office setups, repairs, creative design, marketing...etc. Not a noob, definately annoyed. I'll list these newest to oldest:
- Macbook 2019 16" (max spec): Endless bugs and issues related to the T2 security chip, including restarts, freezes, screen glitching and audio popping. All to do with T2 doing things the intel chip is meant to and Apple haven't developed it properly....yet. These bugs are with all the machin...es. Unsuable in a professional setting and looking online there's waves of returns already. Mine's 3 weeks old and all I've done is debug it and get value out of my AppleCare+. $7000aud - Macbook Pro 2016 13" (no touch bar): 2 keyboard replacements (one in first 2 weeks) with light use and device clean as possible, hardly leaving the house. 2.5 years after owning it, Apple issue a recall for a faulty battery. I visit their website, serial is part of the faulty batch. Book it in for replacement, refused as "it was fine". Battery expands a week later, Apple remove serial number from serviceable devices and tell me they won't touch it. Supplying me with a factory defect then a staff memeber taking it upon themselves to decide my machine is fine cause it looks clean without testing cost me a computer. Thanks Apple. $2500aud - iPhone X 256gb: Touch screen issue on purchase, instant replacement. $1800aud
Poor customer service in regards to issues with iPhone X
Apple removed this message from the forum...
* Ive had this issue with my iPhone X since I purchased it in July 2018. I addressed the issue when I returned from holidays in November. They ran tests, completely reset my phone and even changed the speaker over 2 visits to the Apple store (2 hour drive away). After being assigned to [name removed] from senior Apple support with the software engineers working on the issue, I was promised a fix with the software update in January. It did nothing. I contacted [name removed] in Feb and she never resp...onded to my calls or emails. Ive recently contacted Apple again and they have not helped me. These senior Apple advisors included [names removed]... again, all of who disappear after contact. Ive even tried to return it to Officeworks (where I purchased it) and they dont have a loan phone while they send mine off for diagnostics and repairs. Apple want me to do another diagnostic test, even though they have 2 from November and a video of my phone playing up. Apparently this isnt enough proof. I will upload the video to YouTube at some point over the weekend. * https://www.youtube.com/watch?v=gw0FP1kP5eo And here it is! Proof is in the pudding. Latest diagnostic test today showed nothing. But clearly, as shown here, there is a fault in the software. Head to this link if you have the same issues... but be warned Apple remove anything like my message above. https://discussions.apple.com/thread/8601375 And if you buy a phone from Officeworks (Australia) be warned they don't offer loan phones in the case they need to send your phone away for repair, even though it's in warranty.
Horrendous! Apple GENIUS Deleted 8 Years Worth of Data Including All My Photos.
Went in the George Street Apple Store with a faulty display of iPhone X. During the process, the Apple GENIUS Technician I was handed over to asked me if I had backed up my data. I said no. He then said: well I can see that it was last backed up 2 weeks ago; if you have time I can back it up now. To which I advised that I was not in a rush and happy to wait. I said: to be honest, I dont care about messages, I only care about my photos.
My daughter is now 12 years old. All photos and videos of her and our special moments together over the las...t 8 years are now gone forever. No longer in my iCloud account (I thought the purpose of an iCloud account was to store your data). Previous to this, I had upgraded phones and never had a problem with losing data. I entered the store with a very simple problem and left without over 8,000 photos. I have asked if I can recover data previously saved at ANY point, say from 2 years ago but apparently there is no data to recover as the last backup has overridden everything. I have been offered no compensation whatsoever. My response from the Apple software team over the phone has been that data backup is the customers responsibility. I appreciate that, however I didnt override or delete anything. I wrongly put my trust in an Apple Genius Technician. Jesus Christ if they dont know what settings your phone should be on and how to safely backup your data, then how do they expect the average customer to.
apple service worth less than an apple with a bite taken out
I have purchased for my business over the space of ten years 4 desktop Macs, 2 MacBooks, five iPads and I have lost count of the amount of iPhone I have purchased lets say maybe a dozen. 18 months ago I brought an iPhone X for $1800, within a couple of months I dropped it at work, and put a crack in the backside of the phone, the phone worked perfectly fine but I had it repaired at my own expenses nonetheless. only about two months ago it began to freeze up it got worse until it completely froze up. apple refused to fix it (despite paying for t...he extra warranty cover at the retailer) they said it had an "unauthorised modification", this apparently voided all warranty and possibilities of repair through apple despite my offer to pay for the repair. I then see on their website that you can trade in your old phone and pay $599 for the latest version, I asked what they do with the old phone they explained that they are recycled, I said so they are chucked away? Yes!, so I offered to trade in my phone then they back peddled denying me this option also. I have never claimed a repair on any of the above mentioned apple devices except this one time, and I'm denied any and all possibilities to replace or repair my phone its disgusting. I will never purchase another apple again!
Terrible service and warranty handling.
Tried to get an Apple watch replaced which battery had swollen and popped the display off the metal frame.
Watch purchased with Apple care+ was over warranty period but I had reported the issue of something appearing to press against the back of the LCD display during warranty period and it was noted on the file. Representative in the store and Manager told me that, in their opinion the reported issue during the warranty period, which could not be diagnosed with Apples diagnostic software and the fault are not related. It seems that Apple's extra warranty (Apple care+) are not worth purchasing anymore and that stores are trying to get out of warranty issues no matter what. This is not the Apple experience I knew and loved.
Apple genius not so genius
Went to apple
In Highpoint with Apple Watch Nike
The glass had Smashed /come away for watch and not from being dropped
Clearly broken . Process send watch away for Repairs which apple watches can’t be repaired I am told do I want to pay for replacement which is just the watch no new band or charger and pay more than what you can buy it for off shelve in jb Hifi for without the 10 day wait
Apple genius I think not
Poor service at Chadstone store
Just wanted to let you know my terrible experience at your Chadstone store by a apple assistant named Nick H.
I went in to get my iphone replaced, but he was either helpful or knowledgeable. It ended up been all my data from my old iphone getting erased and could not recover on new phone.
Nick did nothing to help, he's product skill was poor, did not know how to use itune in windows....
I hope this feedback is looked into so other customers are not affected by his disgusting attitude.
Disgraceful new iphone 8+ fault resolution by the world's richest Company...
I received a brand new iphone 8 plus phone which I had purchased via the Qantas store, but noticed during setup that there was a significant issue with the display, with 5 pixels being faulty (always off). So I took the phone into the Adelaide Apple store and spoke to a so called "genius", who fully agreed that the phone was faulty and should be refunded or replaced. Problem was though, that they gave me the runaround by insisting that I take the matter up with the Qantas store, despite them having available replacement stock and being the act...ual manufacturer. They also tried to fob me off by offering a "remanufactured" phone as a replacement for my 1 day old unit, which I refused. It is my understanding that under the Consumer Laws of 2010 either the retailer or the manufacturer can be asked to remedy a fault in a new item, at my option. So now I am forced to waste time messing around with the Qantas store, going to post offices to return the item, and waiting another week for a resolution. I will be reporting this matter to the ACCC as I don't believe Apple are legally correct in treating customers in this manner.
- Physical store
I can’t knock Apple
I’ve been an Apple customer for 7 years and have found their products to be first class. I have a 2012 MacBook Pro, iPad Pro, iPad gen 6, iPhone 8, iPhone 6 Plus and an Apple Watch gen 3. All have given me great satisfaction. On the rare occasion that an issue arises Apple Online Support are a great help and if the issue can’t be resolved with an online chat, they make an appointment for me to visit the Genius Bar at my local Apple Store. They even email the details straight away. The Genius Bar is just fantastic. Which other hardware tech comp...any offers that service? I’ve found the extras that Apple offers to be well worth the premium I paid upfront for the hardware. Originally when I bought my first Windows laptop before I switched to Apple I found that the platform was in a constant battle against viruses and malware. While Mac OS X & iOS are not perfect the difference is very noticeable, a security update once every six to eight weeks or so instead of one or two updates a week for Windows, it may have changed over the years. To be honest I have better things to think about than my computer getting a virus or worse before the next update. The Apple Stores are always very busy butI find that reassuring, Ive noticed that some people just want to go and hang out. Apple do classes for adults & children, I believe they are free, now that’s going the extra mile! I have always found the team members to be knowledgeable, helpful and pleasant, even without the prospect of a sale. To be honest I’m looking forward to my next MacBook purchase. My 2012 model is getting a bit slow but after 7 years, I expect that. I must admit I’ll miss the inbuilt super drive. Recently I had my iPad 6 replaced under warranty as the antenna cover cracked. The Genius Bar appointment was on time, took less than 10 minutes and I walked out of the Broadway Store with a brand new iPad 6, no questions asked. That is customer service! My experience with Apple over the years has always been positive, I think the product and the follow up service (in or out of warranty) if needed to be excellent. Unlike some tech companies Apple don’t just take your money and run. Apple stands by all its products and that makes a big difference when needed.
Worst customer service ever - was lied to over the phone the expected to pay $600
Phone display died with other issues was unable to turn on or get a proper diagnosis as the phone wasn’t responding.
Admitted I had a 3rd party screen replacement.
They fix my phone and I call to ask how much it will cost - was told absolutely nothing as it was under warranty - just come in and collect it. Then I come in to pick it up and get told it will cost me 600 to collect it after being lied to over the phone. After being in the store for 30 min I get sent the receipt for 600 dollars 15 min into the second conversation with the staff me...
I bought recently iphone but got an accidental screen demage. I visited on apple care site and check for the repair service. I checked that two free accidental demage repair in only 45$ of service fees, was active for my iphone. I called to the near by apple care service they said me that you have to pay just 45$ as repair service in warranty is active for this model. I visited to the store but they asked me to pay 420$ and said that they cannot cover this screen damage in that repair service. They told me everything opposite to the information...availble on apple care site. They just misguide meand waste my a lot time. I am so dissatisfied with the service of applecare. I am so disappointed with the serviceas they mislead me first and they deny to give service to me as per policy.
Hipsters and lies
Sons school laptop has caps lock permanently on now. Took it to Apple store in Southland, negotiated past the hipsters with the whatever attitudes to speak to a technician at the 'genius' bar and was advised it was under warranty so there would be no cost. After a week, someone rang and advised it was due to liquid damage and I would have to now pay for repairs. Is there any liquid in it? No. Are the repairs any different now you suspect there is liquid damage? No. So, some indicator was on in the machine, there is no difference to the repair, no liquid or liquid damage in the laptop, and no guarantee your own staff didn't do it. Spoke to a 'Senior Manager' Stephen Cole who basically advised to pay for it or go elsewhere.
Excellent after service. Extremely happy with Apple
Since I’ve owned Apple products which goes back to the first iPhone my experiences with warranty service has been phenomenal. 3/4 were out of warranty and Apple fixed it completely free. Very helpful and patient staff.
AppleCare - what a Rort
Refurbished replacement phone with its own set of problems for my faulty handset - what a joke!
AppleCare should be avoided like the plague.
Very poor experience Apple, you’d be bananas to apply it!
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