Business Profile

Home Electronics

Apple Inc.

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Complaints

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

Customer Complaints Summary

9,802 total complaints in the last 3 years.
3,605 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/05/2022
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.
I purchased two iPhone 14 pro max and some accessories on 9/9/22, order************* I did a trade in on the black iPhone 14.
I initiated a trade in for my Apple Watch 7 on 9/28/22, order *********. I contacted Apple through chat and was told that when I got the gift card for that trade in that I could call Apple and have it processed against my order for the iPhones. When I got the gift card, it was $155.00, I called Apple on 10/5/22 and was told that I can't apply it to my existing order. So why did Apple lie to me? Now they say I can only buy something on a new order and that if I wanted to send my phones back and repurchase them with the gift card that I could do that. Completely unacceptable. How can I be without phones for that long? Especially seeing that the representative on the Apple chat said I could use it to Apple toward my current iPhone order. I have the chat saved as a pdf and can send it but I believe it should've been saved to my account.
Extremely frustrated, I put it behind me and purchased new iPhone cases on 10/5/22, order ***********. I looked at the email receipt and I was charged for shipping. I never asked for expedited shipping. Why is Apple sneaking in charges I'm not asking for? So I canceled the order online but the shipping charges stayed active on the order. And when I looked in my Apple account balance, all of my available funds were gone. When I called to speak to representative I was told that I needed to wait for the order to ship (which doesn't make sense because I cancelled it so nothing is going to ship) then my funds will be put back into my Apple account 5-8 business days after that. The order was only 114.86. My account balance from the trade in gift card was 155.00. How could you take all $155?
All the representatives do is tell me there is nothing they can do and give me incorrect info and now I appear to be out $155.
Business Response
Date: 10/12/2022
Business Response /* (1000, 6, 2022/10/07) */
October 7, 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

Consumer Response /* (2000, 8, 2022/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a very quick respectful, response from Apple and am very satisfied with their efforts and solution.
Initial Complaint
Date:10/04/2022
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.
Have used apple and one Apple ID for 10 plus years. During that time 2 claims were filed by me. Both of which I went through apple first prior to being denied. One was due to a minor making purchases on my device, the other to unknown charges. Apple denied both claims so I went through my bank to handle. I have spent thousands on thousands of dollars on apple. From those claims, apple has decided to prevent me from updating apps, installing new ones and purchasing anything. I own a Apple Watch, iPhone, MacBook and pc. As well as apple one, and Apple TV. Per apple support, I have created apple ID's time and time again to continue to utilize services. I have wasted countless time trying to get helo and resolve this. I hVe been treated like a nobody from apple. Despite the big company, I am a consumer and deserve respect. I followed apple guidelines of disputing through apple first. Since the 2 claims in 10 years were unauthorized by me, and apple didn't give me the time of day I went through my only other resource. I was told my apple support I seem like a fraud trying to steal money. This is disgusting behavior. I feel targeted , I feel hopeless and I feel completely ignored when I seek help each and everyday. I am promised by support for a resolution, schedule call backs from higher ups and receive 0 assistance. This is not okay... no one deserves this treatment and this has now become my only platform for a voice. Despite the power of apple, without the consumer apple is nothing. And the treatment I have received and the money and time I have spent with apple is not okay. Check the records, the attempted resolves I have utilized the money spent. Disgusting behavior
Business Response
Date: 10/31/2022
Business Response /* (1000, 5, 2022/10/19) */
October 19, 2022

Better Business Bureau
****************************************

BBB Case #: *******

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes/:

"B. USING OUR SERVICES
PAYMENTS, TAXES, AND REFUNDS
You can acquire Content on our Services for free or for a charge, either of which is referred to as a "Transaction." Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of Apple Distribution International Ltd., Apple Distribution International Ltd. is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple Distribution International Ltd., which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. If you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: https://support.apple.com/HT204030.

Apple will charge your selected payment method (such as your credit card, debit card, gift card/code, or other method available in your Home Country) for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple ID, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.

If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Content's availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. All Transactions are final. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim. Terms related to store credit and gift cards/codes are available here: https://www.apple.com/legal/internet-services/itunes/giftcards/."

"ACCOUNT
Using our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised."

"L. MISCELLANEOUS TERMS APPLICABLE TO ALL SERVICES
TERMINATION AND SUSPENSION OF SERVICES
If you fail, or Apple suspects that you have failed, to comply with any of the provisions of this Agreement, Apple may, without notice to you: (i) terminate this Agreement and/or your Apple ID, and you will remain liable for all amounts due under your Apple ID up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.

Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights."

Apple received chargebacks from the customer's financial institution. A chargeback indicates the financial account holder initiated a dispute with their financial institution for Transactions which may be considered fraudulent or unauthorized. As a result of the chargebacks, the associated Transactions were refunded, and Apple disabled the customer's account and banned the customer's payment method as a preventative measure against the possibility of additional unauthorized activity. The customer contacted Apple and verified their identify. Apple re-enabled the account and warned future chargebacks would result if their account being permanently closed.

Apple continued to receive chargebacks from the customer's bank and found other activities that were in non-compliance of the Apple Media Services Terms and Conditions. As a result, Apple closed the media service accounts associated with the customer's Apple IDs.

Apple considers this matter closed.

Sincerely,

Apple Inc
Initial Complaint
Date:10/04/2022
Type:Product 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 been at the Apple Store 4 times because I am having power issues with my phone. It keeps turning off. I have reset the phone several times. Every time I go the store the rep asked me to reset the phone. This phone is only 8 month olds. How many times do I need to go the store before it gets replace. I have Apple cafe. I just want my phone replace. You would think after so many times the manager will help me. I'm asking Apple to please step up and help me get my under warranty with Apple **** phone replace. I'm a very loyal customer. I have been with you guys since day one and I have always received help from you guys except this time.
Business Response
Date: 11/09/2022
Business Response /* (1000, 5, 2022/10/14) */
October 14, 2022

**********************
******************************************
*** Case ID: *******

Dear **********************:

Thank you for your recent correspondence to the executive offices of Apple.

We appreciate the customer providing Apple feedback regarding their experience. Please be assured that Apple considers all of our customers' concerns to be important. In fact, many of Apple's product and policy changes have been made as a direct result of customer feedback.

Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.

Should the customer need additional assistance, Apple has invited them to contact us directly.

Sincerely,

Apple Retail Executive Relations

Consumer Response /* (3000, 7, 2022/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person was very unhelpful and very disrespectful. They called me a lier. As far as I'm concerned they can keep their garbage. I literally throw the phone in the trash 2 days ago. No more Apple
Products for me.

Business Response /* (4000, 9, 2022/10/24) */
October 24, 2022

**********************
******************************************
*** Case ID: *******

Dear **********************:

Per our response on October 14, 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
Initial Complaint
Date:10/04/2022
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 placed an online order on Oct 1 at apple.com. It is an iPhone 14 Pro Max 128G. It costs me $1164.94.The order number is ***********. I checked all of my orders last night and I found this order was picked up on Oct 2nd but I have never been to the Apple store in Towson on that day. The store gave my phone to other people by mistake.Then I called Apple online store to investigate it, however the online specialist asked me to go to the store to open the case. Then I went to the store today and the manager asked me to open the case with apple online customer service. In addition, the manager refused to check the video and just told me that there is nothing they can do. They claimed that they checked the ID when they gave the customers the items. But they did not check my ID when I picked up my other orders. Now I have no idea what I should do.
Business Response
Date: 10/31/2022
Business Response /* (1000, 5, 2022/10/18) */
October 18, 2022

Better Business Bureau
***************************************************************

Dear Better Business Bureau:

Thank you for your recent correspondence to the executive offices of Apple.

This office has been in contact with the customer, and we anticipate reaching a satisfactory resolution regarding their concerns. While this may not happen in all instances, should the customer need additional assistance, Apple has invited them to contact us directly.

Sincerely,

Apple Retail Executive Relations
Initial Complaint
Date:10/04/2022
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.
In February 2020, I purchased an iPhone from Apple, Inc. During that purchase, they marketed and I purchased a theft and loss protection plan called Applecare+ with Theft and Loss Protection. I paid $12.99/month for 32 months, totaling $415.68. In September, the covered device was stolen. I tried and was unable to file a claim under the policy to get a replacement phone. I called, and was not helped, but told to keep trying online. I ultimately had to go out and buy a phone at full price - for safety reasons, we could not go without a mobile phone (my daughter is traveling abroad and needs a phone for safety and communication). It's now been three weeks, and I am still unable to file a claim under the Applecare+ policy. I spent an hour on the phone with Apple, and they will only offer me $12.99 refund for the one month that the plan did not work. They refuse to refund me the full amount paid, they refuse to reimburse me for the phone that I purchased, and refuse to offer any other assistance, other than filing a claim manually on their with Assurant. I feel that the plan is fraudulent, and Apple exercised bad faith in its resolution of my issue. I have not and will not be made whole. I seek, at a minimum, reimbursement of the $415.68 I paid for a plan that did not work or protect me when needed most, as well as reimbursement for a new iPhone that I was forced to buy to replace the stolen phone. I would appreciate any help that you can provide. I also seek to help others who also have a plan that ultimately does not provide the coverage advertised. Thank you.
(NOTE: I did have them begin a claim on October 4 for the stolen phone - screen shot attached. I will likely not pay ANOTHER $175 to get an iPhone 11 when I already bought one, but wanted to preserve the claim and since I can't file a claim myself, had the Apple Advisor file it.)
Business Response
Date: 11/17/2022
Business Response /* (1000, 5, 2022/10/17) */
October 17, 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, Apple does not administer AppleCare+ with Theft and Loss claims, as described in the AppleCare+ with Theft and Loss Insurance Documents, available at https://aigtheftandloss.com/vendor/apple/coveragedocs. As such, Apple refers the customer to AIG for inquiries relating to an existing claim.

Apple recommends the customer review Apple Support article "File a claim if you have AppleCare+ with Theft and Loss coverage", available at https://support.apple.com/en-us/HT208491, and the iPhone Theft and Loss Claims website at https://support.apple.com/iphone/theft-loss-claims.

The customer may contact Assurant at **************, or ********************************

Apple considers this matter closed.

Sincerely,

Apple Inc.

Consumer Response /* (3000, 7, 2022/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the reply. I do not accept this matter as resolved for the following reasons. First, Apple sold me the plan AND I paid Apple (not Assurant) each month for the insurance on the iPhone, and it was listed under my "subscriptions." Second, there are links to file the claim on the Apple website, which did not work. In fact, I called Apple and the employee could not understand why the link did not work and told me to "keep trying." Third, I also tried to use the Assurant website and could not initiate a claim so there must be an error in processing or input somewhere in my account. Last, when I called Apple to request my money back for the 24+ months that I paid on the insurance plan, they did offer me ONE month refund under the theory of "the insurance worked all the other months and just didn't work the month of the theft therefore they would refund the month the insurance did not apply". Thus, Apple agreed that the plan did not work, although it is unreasonable to claim that it worked all the other months and only offer one month refund. I note that when I called to complain and request a refund, after climbing to the "highest level supervisor I was permitted to speak with" she could not explain why the insurance claim process wouldn't work, and it took her a lengthy amount of time to file a claim on my behalf (which I did not follow-up on because I had already purchased a new phone since 3 weeks had passed since the theft).

I believe that this is insurance bad faith, in that I could not file claim, the first Apple rep was unable to help with filing my claim, and the supervisor could not explain why I could not file a claim. The insurance plan must be honored, and Apple as the payee of the monthly premiums should refund the money. Quite frankly, I should also be requesting reimbursement for the new iPhone I bought to replace the stone iPhone since the insurance plan did not work when needed in an emergency! The concept of insurance is to be there when you need it - not to selectively work or not work at all in emergencies.

Lastly - what does AIG have to do with Assurant? I am unclear on that referral. Apple should step up for it's partner Assurant and refund the money I paid directly to Apple.

Business Response /* (4000, 9, 2022/11/04) */
November 4, 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 October 17, 2022, response to the Better Business Bureau remains unchanged.

Apple considers this matter closed.

Sincerely,

Apple Inc.

Consumer Response /* (4200, 11, 2022/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have yet to explain how I wasn't entitled to a refund of fees paid or reimbursement for a new phone since I could not access the insurance plan for weeks after my phone was stolen. Essentially I paid for insurance that I did not receive. This is bad faith and should not be allowed. Even Apple couldn't explain why a claim could not be filed on my phone. Ridiculous!
Initial Complaint
Date:10/04/2022
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 notified Apple about my iPhone being stolen and I won't have the funds to cover my whole iPhone purchase. I stated to them that I could finance the purchase but then they said that I have to return the phone and buy a whole new one. Then I spoke with a apple representative and they said that I need to send in a police report to prove that the iPhone was stolen for them to honor my request. I want them to accept the police report and work out a resolution so I can keep my phone. The trade in credit for my iPhone 13 Pro Max that was stolen was a $720 trade in credit and I would like that on my Apple Card.
Business Response
Date: 10/21/2022
Business Response /* (1000, 5, 2022/10/06) */
October 6, 2022

Better Business Bureau
***************************************************************

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:10/04/2022
Type:Customer Service 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 took my iPhone to Apple for a repair because the device cut off and won't cut back on. I return to pick up the device and was shown pictures that the inside of the device was damaged. The representative suggested a third party damaged the device but the device have never been to a repair place until recently. They either did that while opening the device or they messed it up when they originally built the device.
Business Response
Date: 11/14/2022
Business Response /* (1000, 5, 2022/10/12) */
12 October 2022

Better Business Bureau
****************************************

Case# *******

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.

Apple strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. We encouraged the customer to contact us directly with any questions or issues.

Sincerely,

Apple Online Store Executive Relations

Consumer Response /* (3000, 7, 2022/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apple is accusing me of making unauthorized modifications to the phone. In which I have never taken the phone anywhere for repair. I have always had apple care and no reason to take the phone anywhere as I have had the phone for less then a year. I also contacted T-Mobile and they were willing to assist but because it's still under warranty they can't do anything. Blame oa being placed on me for the way they built the phone.

Business Response /* (4000, 11, 2022/10/26) */
26 October 2022

Better Business Bureau
****************************************

Case# *******

Per our response on October 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 Online Store Executive Relations
Initial Complaint
Date:10/04/2022
Type:Customer Service 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.
A product I purchased from Apple (Apple Watch SE) began to have functionality issues. This product was covered by Apple's AppleCare+ program. I brought the product in to the store and demonstrated the issue to an employee, who referred me to Apple support by phone. A mail-in repair attempt was made by Apple in which resulted in them being unable to replicate the issue and the product was returned unserviced, and the issue returned shortly after this, and so a warranty replacement was requested. Apple then attempted a second, unauthorized, repair instead of completing the warranty replacement, which was due to a representative stating that the old product could be mailed in to Apple then replaced, instead of following the "express replacement" option which requires the user to remit payment of a deposit to receive a new product, followed by sending the old product to Apple. Following this, another attempt at getting the warranty replacement was made, Apple took payment for their "express replacement" option (which per Apple is the only option for making a warranty replacement), then neglected to complete their end of the product replacement for over 2 weeks, before I attempted contact with them again. It was found the hold was refused by my financial institution, and it was confirmed over phone with an Apple representative that this is a common occurrence.
Business Response
Date: 10/26/2022
Business Response /* (1000, 6, 2022/10/10) */
October 10, 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 AppleCare+ for Apple Watch excerpt(s) may be viewed at https://********************************************************************************************
"1. The Plan
This contract (the "Plan") governs the services provided by Apple under the above plans and includes the terms in this document, your Plan Confirmation ("Plan Confirmation"), and the original sales receipt for your Plan. Your Plan Confirmation will be provided to you at the time of purchase or sent to you automatically thereafter. If you purchased your Plan from Apple, you may obtain a copy of your Plan Confirmation by going to mysupport.apple.com/products."

"5. How to Obtain Service and Support?
You may obtain service or Technical Support by calling Apple or accessing support.apple.com/ country-selector. You must provide the Plan Agreement Number or Covered Device serial number. You must also, upon request, present your Plan Confirmation, and the original sales receipt for your Covered Device and your Plan.
6. Service Options
Apple will provide hardware services to you through one or more of these options:
(a) Carry-in service. Carry-in service is available for most Covered Equipment. Return the Covered Equipment to an Apple-owned retail store location or to an Apple Authorized Services Provider ("AASP") that offers carry-in service. Service will be performed for you at the store, or the store may send the Covered Equipment to an Apple repair service ("ARS") site for service. You must promptly retrieve the Covered Equipment.
(b) Mail-in service. Direct mail-in service is available for most Covered Equipment. If Apple determines that your Covered Equipment is eligible for mail-in service, Apple will send you prepaid waybills (and, if needed, packaging material). You must ship the Covered Equipment to an ARS site in accordance with Apple's instructions. Once service is complete, the ARS site will return the Covered Equipment to you. Apple will pay for shipping to and from your location if you follow all instructions.
(c) Express Replacement Service ("ERS") or do-it-yourself ("DIY") parts service. ERS is available for certain Covered Equipment. ERS is not available for iPod, iPhone Screen-Only claims, or Connectivity Devices. DIY parts service is available for many Covered Equipment. This allows you to service your own Covered Equipment. If Apple requires return of the replaced device or part, Apple may require a credit card authorization to serve as security for the retail price of the replacement device or part and applicable shipping costs until you return the replaced device as instructed. If you are not able to provide credit card authorization, service may not be available to you in which case Apple will offer an alternative arrangement for service. If you fail to return the replaced Covered Equipment or part as instructed or return a replaced Covered Equipment or part that is ineligible for service, Apple will charge the credit card for the authorized amount. If Apple does not require return of the replaced product or part, Apple will ship you free of charge a replacement product or part accompanied by any applicable instructions or requirements for disposal of the replaced product or part. Apple is not responsible for any labor costs you incur in respect to ERS or DIY parts service."

Apple records confirm the customer's Apple Watch SE was purchased on November 21, 2020 and it is currently covered by AppleCare+ for Apple Watch. On July 12, 2022 and August 22, 2022, an evaluation of the customer's Apple Watch by Apple determined the unit functioned within Apple's designed product specifications, on both evaluations. The customer subsequently reported an issue with opening Notification Center on their Apple Watch. Although Apple did not determine a hardware repair was required, the customer requested Express-Replacement service and provided credit card information to Apple in accordance with the Express Replacement Service Terms and Conditions. Apple was unable to place a temporary authorization hold on the customer's credit card to initiate Express-Replacement service. Apple recommends the customer contact their financial institution to confirm that the payment method can cover the complete cost of the service.

Apple's evaluation of the product determined the reported issue is not related to a hardware failure and invites the customer to contact Apple Support to further troubleshoot the issue.

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.
Initial Complaint
Date:10/04/2022
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.
Using the Apple Store iOS app, I bought an Apple Watch Series 7 with Braided Solo Loop band on December 20, 2021. I also purchased additional AppleCare+ coverage to ensure that my device and accessories would be repaired if necessary. Around August 2022, I began experiencing issues with the weave in the Braided Solo Loop band. After a months long battle with Apple Support to get the defective band replaced, I am at a loss. Not only is the company refusing to abide by the warranty on the products they sell and stand by their faulty gear, I was also made aware that the additional coverage I purchased last December was never applied to my device so they cannot replace it without me paying full retail price for a new band, which would be over $100. This was told to me over the phone with Apple Support on October 3, 2022. Given that I already purchased the band and that it is within both the manufacturer limited warranty, and the additional coverage that I paid $79 for (and did NOT receive) I believe it to be within Apple's duty to the consumer to provide a full replacement on the band at no cost to me, as well as producing an Apple Care policy number for my purchase and dating this warranty policy to the current day, considering that the year's coverage I paid for was not activated by them at all and I have been without the additional coverage since I received the Watch. I won't begin to go in to detail about how upsetting this is. If you take a look through my account, you'll see that I've spent in the tens of thousands with this company in the last few years and have never been without additional coverage on any of my devices purchased directly from them.
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/10/10) */
October 10, 2022

Better Business Bureau
****************************************

BBB Case #: *******

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's watch band issue.

Sincerely,

Apple Inc.

Consumer Response /* (3000, 7, 2022/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from the business. Contrary to their claims, my matter has not been resolved. After speaking with the Apple Support team for several hours, I was able to make an appointment at the Apple Store to get the watch band replaced as expected. However, that was only step one of my requested resolution. I still have not received the additional AppleCare+ warranty policy that I paid for almost a year ago. That means I spent $80 on something that, for nearly a full calendar year, have never received. Therefore, I am insisting that my warranty policy be issued to me and postdated to last through December 19, 2023. This is a case of gross negligence on behalf of your company and the requests I have made only cover a fraction of the cost that would be owed to me if I pursued legal action. I will not beg you to do right by your consumer at all, let alone in regards to a obligation covered under state and federal regulations.

Business Response /* (4000, 16, 2022/11/04) */
November 4, 2022

Better Business Bureau
****************************************

BBB Case #: *******

Dear Better Business Bureau:

Thank you for your recent correspondence regarding the above-referenced case number.

Apple's October 10, 2022, response to the Better Business Bureau remains unchanged.

On May 17, 2022, Apple was unable to collect the monthly payment due to the AppleCare+ coverage not being linked to the Apple ID with updated payment information. Reminder emails were sent advising to update the payment information and further reminding of the importance of linking the AppleCare+ coverage to the customer's Apple ID.

Apple considers this matter closed.

Sincerely,

Apple Inc.

Consumer Response /* (4200, 18, 2022/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is 100% not factual. If you guys actually pay attention to the receipt and purchase number, you will see that I paid for this AppleCare+ warranty IN FULL on DECEMBER 20, 2021. I have never had an AppleCare+ plan cancelled due to non-payment, and for even FURTHER notice, all of my Apple payments go directly through my AppleCard, for which that payment method nor the car information has not been changed for over 2 years. I have no emails detailing any cancellation, if I DID get those emails, obviously I would have a policy number and Apple would be able to provide me with the policy number. If I had a policy, give me the policy number. I have shown you plenty of proof that I have paid for something I never recieved.

This entire experience is just souring my entire perspective of Apple as a company. DO RIGHT BY YOUR CUSTOMER! GIVE ME MY WARRANTY!

Web Order Number: **********

Order Date: December 20, 2021

Order Details
Product Name Product Number Item Price Quantity Ordered Quantity Fulfilled Extended Price
Apple Watch Series 7 GPS 41mm Blue Aluminum Case with 41mm Abyss Blue Braided Solo Loop - Size 5
Z0YQ $449.00 1 1 $449.00
APPLECARE+ FOR APPLE WATCH SERIES 7 ALUMINUM
SCAW2LL/A $79.00 1 1 $79.00
SHIPPING FEE FOR AOS
SHIP-AOS $9.00 1 1 $9.00
Items will be invoiced once they have shipped or are ready for pickup.
Initial Complaint
Date:10/04/2022
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.
On 8-18-2021 I purchased an iPad Pro11 256GB Silver for $1099.99 and an Apple iPhone 11 128GB Green for $649.99. These products were purchased through AT&T which they have been helpful. Unfortunately my youngest children has mistakenly activation locked the ipad 11 only. Everyone has said this is not an issue as long as you can prove ownership, I reached out to apple support on 8-20-2022 with an original case #************ and they asked for proof of purchase. Went to AT&T store where the original receipt was provided to me. Have sent this only receipt i have from AT&T every which way that Apple support asked in their emails. Supplied every little item they needed plus offering to drive to Birmingham, AL about an 8 hour one way drive just to show up with the iPad and the receipt to prove ownership of the device. There are still currently 24 of 36 payments left on this ipad that i have with 100% certainty have proved that i am the rightful owner. Over the last two months they have given me the following apple support case #'s (************), ************************************************. On 10-3-2022 Apple support informed me that they are unable to complete my request after providing a receipt directly from AT&T. They also stated they are not going to assist any longer with this device. Never have i been treated so poorly by a company where i have personally spent over ten thousand dollars on apple devices over the years. This is a friendly I'm trying to allow Apple to resolve this issue before it turns into a court dispute. If this was over a couple hundred dollars, oh well. For being treated like scum after spending $1099.99 on a product, i intend to sue for replacement of my defective product.
Business Response
Date: 11/07/2022
Business Response /* (1000, 8, 2022/10/24) */
October 24, 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 customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's Find My - Activation Lock issue.

Apple considers this matter closed.

Sincerely,

Apple Inc.

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