Complaints

This profile includes complaints for Apple Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Store

  1200 Morris Tpke Ste B102 Short Hills, NJ 07078

• 

  Apple Retail Store

  3710 US 9 Freehold, NJ 07728

• 

  Apple Store

  500 Route 73 South Marlton, NJ 08053

• 

  Itunes Apple Support

  55 Parsonage Rd Edison, NJ 08837

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this year I lost my MacBook Pro during a move but was thankfully able to find it later. I went into the "find my" app on iPhone to report it as lost when I first discovered it missing.
  
  When I eventually found the MacBook , I was able to use it without issue. On 11/26 I noticed the computer was still in lost mode and went into the "find my" app to report it as found. Something I did in the "find my" app caused the computer be locked.
  
  Called Apple support on phone on 11/27, they said there is nothing they can do and that I should go to Apple Store. Went to Apple Store same afternoon , they reported there is nothing they can do either unless I remembered the 6 digit code I set to unlock it. I do not remember being asked to set a 6 digit code and the codes that I generally use didn't work to unlock it. The Apple Store rep explained there is no other way to unlock it outside of entering the code which , according to Apple , I must have set the day before and simply don't remember doing it. The rep said without the code the computer is just a very expensive paperweight and that Apple phone support could help. Again, I do not recall being prompted to enter a code.
  
  Called Apple phone support again on 11/28, they said there is nothing that can be done to unlock it unless I knew the 6 digit code and re-affirmed the message again that the computer is now just a very expensive paperweight.
  
  My problem is a few things. 1) I do not recall being promoted to enter a 6 digit lock code two days ago which is the code I need to be able to access the computer, Apple insists I must have been promoted to enter lock code two days ago but that I simply don't remember this happening. 2) there is no recovery method possible or other solution, only knowing the 6 digit code will work to unlock it. 3) the war Apple has handled situation is extremely poor, telling me my computer is now a paperweight resulting from code that they claim I must have set two days ago is not acceptable.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/06) */
  December 6, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  We appreciate the customer's feedback regarding Find My - Activation Lock, as Apple treats all customer concerns with paramount importance.
  
  Find My includes Activation Lock, which is a feature designed to prevent anyone else from using your Mac, iPhone, iPad, or iPod touch, if it's ever lost or stolen. If you set up Find My Mac before your Mac went missing, you can use Find My to help locate and protect it. If not, you can still take steps to help protect your information.
  
  Remotely lock your Mac with a passcode to help prevent unauthorized access. Tap Activate under Mark As Lost in the Find My app, or select Lock on iCloud.com. You can display a custom message with your phone number on your missing device's Lock screen in case someone finds your Mac.
  
  If you can't unlock your Mac
  
  After you locate your Mac, you can unlock it by entering the passcode that you created when you locked it with Find My.
  
  If you can't remember that passcode, you have three options:
  
  Sign in to iCloud.com/find, then select your Mac from the Devices menu. Select Unlock and follow the steps to verify your identity.
  Unlock your Mac from your iPhone, iPad, iPod touch, or Apple Watch using your device passcode.
  Take your Mac to an Apple Authorized Service Provider along with your proof of purchase.
  
  Apple recommends the customer carefully review Apple Support article "https://support.apple.com/en-us/HT204756"
  
  At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple ID account. Details regarding privacy at Apple are available at https://www.apple.com/privacy.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apple is not understanding the issue. The problem is that when I go to the iCloud link they mentioned there is no option to unlock my Maxbook and no way to use Apple ID to unlock it.
  
  The second solution they provide is to go to an Apple Store with receipt. I have already tried this. It will only allow them to get past the firmware lock not the 6 digit code lock.
  
  I have been told at the Apple Store and by Apple phone support that the only possible way to unlock my MacBook is to enter the 6 digit code which , again , I do not recall ever setting. I'm told if I don't know this arbitrary 6 digit code then the "computer is a paperweight."
  
  The solutions Apple is providing are not actual solutions , I've been told by several Apple representatives both in store and on the phone that this is all an effort to protect my data. However there is no way for me to access my own data or use a recovery method.
  
  
  Business Response /* (4000, 9, 2022/12/13) */
  December 13, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's December 6, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apple considering this matter closed does not close the issue. I have been a Apple customer for over 30 years. I have never in my life seen a business place such low value on its service organization, especially one that I have been loyal to all my life.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought iPhone 14Pro Max Deep Purple 512GB on October 21, 2022, as a gift for my family member. I bought the phone privately at a discounted price. Before buying the phone, I checked the invoice, apple seal and also checked the phone serial number on Apple online support. (copy attached) everything looks fine. I did not open the seal because I want my family member to enjoy the brand-new apple packing. After a few weeks, I meet with my family member and give him the gift. He was very happy and thankful. When he opened the box both of us got shocked because the iPhone software inside was FAKE.
  I can not believe that iPhone is FAKE, its invoice, packing, serial number, and IMEI number, hardware all seem genuine but the software inside is fake. I have attached a picture of the phone.
  I can not believe that APPLE is not taking the necessary steps to capture/stop the fake production of its brand and people like me getting victims of blind trust in APPLE products.
  I am sure Apple will take responsibility for the fake production of is brand and refund/reimburse my money paid for this FAKE iPhone. Please contact me***************** to view this fake phone. Thank You
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/08) */
  December 8, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  While Apple empathizes with the customer's situation, the reported transaction, as described by the customer, involved a third-party and a non-genuine Apple product; Apple was in no way involved in this transaction.
  
  Apple's review of the customer-provided invoice confirms it is not a legitimate Apple invoice.
  
  The customer may report suspected counterfeit or knockoff Apple products, or other forms of suspected infringement of Apple intellectual property at https://www.apple.com/legal/contact/counterfeit-prevention.html.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased the macbook air M2 during the Thanksgiving free gift card event. I suppose to get $150 gift card during the event. But I was told the purchase was not eligible to receive the gift card because I used education discount. I confirmed with customer support on Apple website (sales team) before I placed the order, the gift card promo also applies to education discount. I asked the online support representative send the chat history to my email, but the system didn't support that. The representative remind me to take screenshot before I close the chat window. That's why I have the prove. I also confirmed this in store at Dallas when I picked up the order, both representative said I could get the gift card.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/01) */
  1 December 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  Case# *******
  
  Dear Better Business Bureau
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Apple has invited the customer to contact us directly with any remaining questions or concerns.
  
  
  Sincerely,
  
  
  Apple Online Store Executive Relations
  Apple

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apple won't tell me the story of why I am in the situation I am. They have tried to resolve it via Apple Messages for Privacy and Business. We can't seem to meet halfway.
  I am currently typing on a Windows computer they have conveyed to me needs to be referred to as a Mac computer. I no longer trust the reasons I imagined they were doing this for.
  They blame a previous employer or my current university for placing my personal cell phone into a managed cell phone where I lost ownership without knowing. They won't provide any documentation though.
  Some party swapped my data with another person's data, possibly twice. The first time, someone swapped my health data with a man in a wheelchair in Texas. Apple is at least aware of it.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/30) */
  November 30, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Should the customer have concerns regarding their personal safety, stalking, harassment, or other criminal activity, Apple must refer them to local law enforcement, and recommends the customer file a formal police report.
  
  Apple recommends the customer carefully review the Personal Safety User Guide, available at https://manuals.info.apple.com/MANUALS/1000/MA1976/en_US/device-and-data-access-when-personal-safety-is-at-risk.pdf, from which the following excerpt was taken:
  
  "Apple makes it easy to connect with the people closest to you, while helping you stay aware of what you're sharing and with whom. If you gave someone access to your personal information and no longer want to--or if you're concerned someone who had access to your device or accounts made changes without your permission--this guide offer strategies and solutions to help you regain control.
  
  Offering quick checklists and in-depth feature tasks, this resource is designed to help customers experiencing technology-enabled abuse, stalking, or harassment understand the options available across the Apple ecosystem that can help you protect your personal safety. It includes step-by-step instructions on how to remove someone's access to information you previously granted--like location data In The Find My app, meetings you've shared in Calendar, and more. It also highlights features You can use to enhance your personal safety--like how to automatically let a friend know when you've arrived home safely and how to quickly engage Emergency SOS.
  
  This guide will be updated on a regular basis to provide you with the information you need to feel safe and secure while using Apple products."
  
  If the customer is concerned an unauthorized person might have access to their Apple ID, Apple recommends the customer carefully review Apple Support articles "If you think your Apple ID has been compromised", available at https://support.apple.com/en-us/HT204145, and "Security and your Apple ID", available at https://support.apple.com/en-us/HT201303.
  
  Apple recommends the customer carefully review the resource noted above, and accordingly take the appropriate actions to ensure their device(s) and account(s) remain secure.
  
  The customer may learn more about Apple Platform Security at https://support.apple.com/guide/security/welcome/web.
  
  At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple ID account. Details regarding privacy at Apple are available at https://www.apple.com/privacy.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi,
  Thank you for helping me with my complaint. I currently believe I have the military in an Apple verified text thread, who are measuring and monitoring my health, so that Apple has permission to work on AI services integration. I would like them to tell me what's going on more clearly.
  
  
  Business Response /* (4000, 16, 2022/12/21) */
  December 21, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's November 30, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My iPhone died very quickly. On 06/19/2022, I went to the Upper West Side Apple store for this issue. The technician**** served me. She ran some diagnostics on my phone and told me to change the battery. Then I paid $75.12 for replacing the battery with a new one. But after the battery replacement, my iPhone still died very quickly, and the problem was not fixed. Therefore, on 10/30/2022, I went to the Upper West Side Apple store again. This time, it was the technician**** again who served me. She ran some diagnostics on my iPhone and also looked at the record of 06/19/2022. She told me on 6/19/2022, my iPhone's battery (old battery) could be charged to about 85%, so it was not the battery issue; the reason my iPhone died very quickly was the Background App Refresh setting was on. And she suggested I turn off that setting. The battery replacement on 06/19/2022 was not necessary since the battery was good and it's the setting issue. So I told**** and her manager that I wanted a refund ($75.12) for the battery replacement on 06/19/2022. But**** and her manager refused to refund me.
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/09) */
  December 9, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  
  BBB Case ID:********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer associated with the above-referenced case has been contacted by Apple, and a mutual resolution was achieved regarding the concerns expressed in their complaint to the Better Business Bureau.
  
  Apple has invited the customer to contact us directly with any remaining questions or concerns.
  
  
  Sincerely,
  
  Apple Retail Executive Relations
  Apple

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called into the apple store on 11/25/2022 to place an online order with*** for an MacBook Pro totaling 1,299.00 with a $200 gift card that would be returned since this was apart of the apple sales event.
  I told ** to do a split payment with my master card and apple credit card.
  
  I was charged incorrectly for $500 on my apple credit card and $875 and $200 on my************* Totaling $1,575.00
  
  $875 posted and $200 on my ******* card and $500 posted on my apple credit card. I have spoke with 7 associate to get this issue resolved and gain understanding as to what happened. I have been cold connected and hung up on. I have tried with speak with a supervisor in the Post Sales Dept and I am being told they're in meetings, don't work on Sunday or that I will have to wait for a call within 48 hours. I have spoke with associates ************************* I still have no spoken with a supervisor after wanting on hold since 8am on 11/27/2022. It is now 10:30am and I was hung up on again. I have called apple a total of 8 times with no resolve.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/01) */
  December 1, 2022
  
  
  
  ******************************************************************
  *** Case ID: *******
  
  Dear **********************:
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday November 26, 2022 myself and my spouse went to our local Apple Store on El Paseo Dr in Palm Desert, CA to return an iPad keyboard/cover. After the transaction I needed to use the rest room. When I approached the door a male employee blocked my access. He told me there is no restroom and I'd have to go across the intersection to the Starbucks store. I've used the restroom at this store before. I would like your help in finding out why Apple has chosen to block my access to a restroom in a public commercial building to this senior veteran, thank you.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/01) */
  December 1, 2022
  
  
  
  
  Better Business Bureau
  1112 S Bascom Ave.
  San Jose, CA 95128-3507
  BBB Case ID:********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there. My name is *******. I recently placed an order in the Apple Online Store. Order Number: ***********
  I received my order and found the device to be not entirely funcional. I contacted Apple support and shared the issue with them. They offered to return an item for a replacement. They sent me a FedEx prepaid shipment label. After that, I asked to cancel the replacement because the delivery time was so long. I asked for a refund and they told me - YES. In all honesty, I returned the original order to Apple. Tracking details indicate the package was successfully delivered on November 16. I have contacted Apple many times and asked about my refund and today they told me that the refund on this order will not process. I was advised to contact the issuer of my card, but when I contacted my bank, I was told to contact merchant. The package was returned and delivered back to Apple. I still have not received my refund. Need help!
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/12/12) */
  December 12, 2022
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  Apple's Executive Relations team reviews and addresses customer concerns on behalf of Apple's Executives. To best assist our customers and ensure issues are not only resolved but thoroughly investigated, this support is not available via email.
  
  This office attempted to contact the customer several times regarding their complaint, but have not been able to connect with them through the available support options.
  
  Should the customer need assistance on a separate issue, Apple has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (3000, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, I tried to reach you by phone, but unfortunately I was unable to reach you directly. Then when you called me I was busy. Also, I asked you email me but you did not respond me on email.
  
  
  Business Response /* (4000, 9, 2022/12/27) */
  December 27, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  Per our response on December 12, 2022, Apple's position remains unchanged.
  
  Should the customer need assistance on a separate issue, Apple has invited them to contact us directly.
  
  Sincerely,
  
  Apple Retail Executive Relations
  
  
  Consumer Response /* (4200, 11, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm having trouble with the speech. Apple did not responded me via email. I am unable speak. Thank you Apple. You made me happy!

• Initial Complaint

  Date:11/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience with this company. I ordered An Apple Watch, the delivery driver literally drove up to our apartment complex and drove away for no reason without delivering my product. Then, for NO reason at all, Apple cancelled my order. So now I cant Make another order to Finance this watch because the pending charge won't drop off of my account. RIDICULOUS.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/28) */
  November 28, 2022
  
  
  
  
  Better Business Bureau
  1112 S Bascom Ave.
  San Jose, CA 95128-3507
  BBB Case ID: *******
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.
  
  Should the customer need additional assistance, Apple has invited them to contact us directly.
  
  
  Sincerely,
  
  Apple Retail Executive Relations

• Initial Complaint

  Date:11/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a case from apple as original part for my iPhone pro 14. , the thing came apart without any outside influence it's peeling and plastics coming apart. I contact them to let them know I bought 4 of them for my family however 1 of them is defective they reply back to me with we know it's only been 60 days but oh well sorry we will not warranty it
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/01) */
  December 1, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty Accessory excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/accessory-warranty-english.html:
  
  "Your Apple-branded or Beats-branded hardware product ("Product") is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase ("Warranty Period") when used in accordance with Apple's user manuals (refer to www.apple.com/support/country). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party. If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or previously used Apple genuine parts that have been tested and passed Apple functional requirements, (2) exchange the Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product - e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements), or (3) refund the original purchase price. This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship and, damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship."
  
  Apple reviewed photos of the Apple iPhone case provided by the customer, and does not deem the case damage to be attributed to a manufacturer's defect. This issue is damage resulting from abuse, accident, or other causes that are not defects in materials and workmanship. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty Accessory, declines the customer's request for a covered repair or replacement.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.