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 Canada Inc

  5000 Highway 7 E Markham, ON L3R 4M9

• 

  Apple Canada Inc

  900 Maple Ave. Burlington, ON L7S 2J8

• 

  Apple Computer

  500 Westfarms Mall Spc C207 Farmington, CT 06032-2615

• 

  Apple Computer

  65 Broadway New Haven, CT 06511-3411

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:08/18/2022

  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 purchased an MacBook Pro 2019. This was recently announced in a 'recall' for having a faulty keyboard for keys sticking. My MacBook experienced this issue before the recall; the space bar would stick. I attempted to fix it as it was unusable and Apple would charge ~$400 to fix it at the time (a substantial amount given the price of the product). My fix damaged the space bar (it popped off). I went to the store to have it fixed under the newly established recall program. They said they cannot fix it since it's damaged despite the fact that it was broken because of the faulty keyboard.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/25) */
  August 25, 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 excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/embedded-mac-warranty-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California 95014, U.S.A. ("Apple") warrants the Apple-branded hardware product and Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  The following Keyboard Service Program for MacBook, MacBook Air, and MacBook Pro excerpt(s) may be viewed at https://support.apple.com/keyboard-service-program-for-mac-notebooks:
  
  "Apple has determined that a small percentage of the keyboards in certain MacBook, MacBook Air, and MacBook Pro models may exhibit one or more of the following behaviors:
  Letters or characters repeat unexpectedly
  Letters or characters do not appear
  Key(s) feel "sticky" or do not respond in a consistent manner"
  
  "Service Process
  Please choose one of the options below for service. Your Mac notebook will be examined prior to any service to verify that it is eligible for this program."
  
  "Note: If your MacBook, MacBook Air, or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair."
  
  Apple records confirm the customer's MacBook Pro was purchased on September 14, 2019, and it was covered by the Apple One (1) Year Limited Warranty through September 13, 2020. On July 24, 2022, a careful examination of the customer's MacBook Pro by Apple revealed physical damage to the keyboard, which Apple does not attribute to a manufacturer's defect, and which is not related to the Keyboard Service Program for MacBook, MacBook Air, and MacBook Pro. This issue is the result of damage caused by accident, abuse, misuse, or other external cause. As such, Apple declines the customer's request for a covered repair.
  
  Further, the customer claims damages to the keyboard resulted from a non-Apple-authorized repair attempted prior to the announcement of the Keyboard Service Program for MacBook, MacBook Air, and MacBook Pro. However, as noted at https://support.apple.com/service-programs, the Program was announced on May 21, 2019, which was approximately four months prior the September 14, 2019, purchase of the MacBook Pro.
  
  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.

• Initial Complaint

  Date:08/18/2022

  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 was stolen on July 30th, 2022. Because I could not remember the password for my iPhone, I have repeatedly called Apple customer support and visited their store to try to gain access to my iCloud and my phone. The person that stole my iPhone did so at gunpoint and has access to my device password as well as all the information in my phone. During the week of July 30th through August 7th, I repeatedly talked to numerous customer support employees and managers. I was repeatedly propelled into their 'account recovery" nightmare which has now locked me out of having access to my iCloud and phone for 18 days and counting. Each time I go into their iforgot.apple.com website, I was forced to repeatedly start the "account recovery" process over from scratch approximately 8 times. Despite repeatedly begging for a solution to get into my account, apple has repeatedly failed to give me a timeframe within which I can finally get a link to change my password and gain access to my iCloud. They have repeatedly assured me that I would get email/text updates me on how long I am forced to remain in "account recovery" which has not occurred. I have filed a formal complaint with Apple which no one has responded to. Apple has put my safety and the safety of my family and friends at risk. A criminal has had access to all my personal information for 18 days with no resolution in sight. Despite having been a loyal customer of Apple for 3 decades, despite the fact that my apple ID for my phone is exactly the same as the email address apple has on my account and despite the fact that I can get notices on my other devices that are under a different apple ID, Apple has repeatedly failed to give me any resolution to my situation. I have gotten numerous emails asking for my feedback on Apple's customer support in which I have complained about this situation with no response. Apple told me I could go to a Apple store to get assistance but the manager refused to help me.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/23) */
  August 23, 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 Apple ID two-factor authentication, as Apple treats all customer concerns with paramount importance.
  
  Two-factor authentication is an extra layer of security for your Apple ID designed to ensure you're the only person who can access your account, even if someone knows your password. To keep your account as secure as possible and help ensure you never lose access, you should remember your Apple ID password, use a device passcode on all your devices, keep your trusted phone number(s) up to date, and keep your trusted devices physically secure.
  
  If you can't sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account . If you generated a recovery key, you can use your recovery key to regain access to your account instead . Using a recovery key is more secure, but it means you're responsible for maintaining access to your trusted devices and your recovery key. If you lose both of these items, you could be locked out of your account permanently.
  
  Although Apple Support can answer questions about the account recovery process, we cannot verify your identity or expedite the process in any way.
  
  Apple recommends the customer carefully review Apple Support article "Two-factor authentication for Apple ID", available at https://support.apple.com/en-us/HT204915.
  
  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, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not happy with this response. I have repeatedly contacted Apple to get access to my account. I have repeatedly attempted to utilize apple's disastrous and moronic account recovery system and have not received any correspondence back alerting me to the process of when I can access my account. I have AGAIN talked to a supervisor at Apple today who has literally stated to me that Apple can offer me no resolution to SIMPLY GET A LINK TO CHANGE MY PASSWORD !!!! You're account recovery system has repeatedly not worked in the manner in which I have been told it should and despite EIGHT DIFFERENT ATTEMPTS to use your account recovery system which continues to not provide me an option to get into my account and change my password.
  
  This matter is not closed !!! I need a resolution to simply get a link to change my password. Your account recovery system is NOT WORKING TO ENABLE ME TO GET INTO MY CLOUD !!! It is not functioning in the manner in which i have repeatedly been told it should. You still have literally sent me NOT ONE PIECE OF CORRESPONDENCE to inform me where i am in the process of simply trying to get a link to change my password.
  
  YOU ARE PUTTING ME, MY FAMILY AND FRIENDS at risk by allowing someone who stole my phone at gunpoint to have unfettered access to my personal information with no end in sight !!!
  
  I need a resolution to this situation. This is not acceptable. Apple literally employs the best computer minds in the world so I expect that someone at Apple will go the extra effort to find me a solution to enable me to get a link to my account.
  
  I don't care about your policies and procedures !!! I need someone.......ANYONE......at Apple to go the extra mile and find me a resolution.
  
  DO YOUR JOB AND HELP ME RESOLVE THIS !!!!
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  September 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.
  
  Apple's August 23, response to the Better Business Bureau remains unchanged.
  
  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.

• Initial Complaint

  Date:08/17/2022

  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.

  Came into the store with an appointment for an unknown part error on my Iphone 13 pro max and did test with camera issues found. They offered to give me a replacement but I would have to wait a week for the replacement when they have new phones they can sell. The management refused to override and just give me a new phone then as I use my phone for work. They offered me a loaner which is Iphone XR with scratches and guess what the phone charging port does not work. So now I'm currently working with the phone with no way to charge do not have time to go back of up there for hours again as i'm working!!!!!! I need my phone with expedited shipping not a week.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/29) */
  August 29, 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.
  
  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:08/17/2022

  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 purchased an iPad 10.2" 2021 and although they said it was new it isn't. I've only had it a short while because it took almost a month to receive. The battery is supposed to last 10 hours. All I've done is watched a show or play a game on it and the battery lasted solely 4 hours. I contact support and they tell me that I only had 14 days to send it back if something went wrong. I didn't know that at all and I was rushed to the hospital because I had blood poisoning and COVID so I wasn't aware of the battery issue. I received the supposed "new" iPad almost a month after I ordered it. Support also said from their view the battery was perfectly fine. I was exasperated repeating that if it was it wouldn't drain in 4 hours. I said I firmly believe that this is a used iPad or has a defective battery and Apple was taking advantage as they had in the past and I want a new battery put in or I'm sending it and putting a stop to the payment. He then repeated that the battery is fine and that the issue may be an with something internally that is causing the battery to drain so fast. I replied then I was right, the iPad IS NOT new and I demand they fix the issue or send me a new iPad that is truly brand new and not what they sent me. He refused. I am a disabled widow and it took me forever to save up to buy the 10.2" 2021 iPad but he refused. I want Apple to handle this immediately as I did not receive what I purchased.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/24) */
  August 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 following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded iPhone, iPad, iPod, Apple TV or HomePod hardware product and the Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  "HOW TO OBTAIN WARRANTY SERVICE?
  Please access and review the online help resources described below before seeking warranty service. If the Apple Product is still not functioning properly after making use of these resources, please contact an Apple representative or, if applicable, an Apple owned retail store ("Apple Retail") or AASP, using the information provided below. An Apple representative or AASP will help determine whether your Apple Product requires service and, if it does, will inform you how Apple will provide it. When contacting Apple via telephone, other charges may apply depending on your location."
  
  Apple records confirm the customer's iPad was purchased on July 13, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. On August 16, 2022, remote diagnostics of the customer's iPad performed by Apple determined the battery functioned within Apple's designed product specifications. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer's request for a repair or replacement without confirming a hardware defect. However, we will continue to provide support for the iPad under the Warranty.
  
  Apple recommends the customer review Apple Support article "Maximizing Battery Life and Lifespan", available at https://www.apple.com/batteries/maximizing-performance, and invites the customer to contact Apple Support to discuss battery optimization and performance.
  
  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, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I DO NOT accept the reply at all. I SUPPOSEDLY purchased a BRAND NEW iPad that SHOULD NOT HAVE ANY ISSUES AT ALL. That is what I saved every penny to purchase NOT an iPad whose battery lasts 4 HOURS. I find it absolutely DEPLORABLE with all the monies Apple makes to sell subpar merchandise. I want a replacement with a battery that lasts 10 hours under "normal" circumstances as your product info states. I only used it to watch a show and play a game and it died after almost four hours of use only. Your "Superior" team that was the last person I spoke to where I was transferred to ADMITTED that it may be something within the iPad itself that is causing the battery to die so quickly and he reiterated that if he was to have me send the iPad in with its battery problem he assured me 100% that Apple would do nothing but send it right back to me with the same problem and would be an absolute waste of time. I only want what I paid for with such sacrifice, a BRAND NEW iPAD with a battery that lasts 10 hours watching a show or playing a game not 4 hours. This purchase has had me regret greatly purchasing this iPad. I'll take my monies back or want a BRAND NEW iPAD PLEASE. If not I will return the item and contest the purchase. Thank you. Have a blessed day.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  September 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.
  
  Apple's August 24, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was completely taken advantage of by purchasing what it was claimed to do, but it was a used or defective part. I am calling my bank and will be returning your defective iPad with a dud with a faulty battery. It is absolutely atrocious. I will be returning the iPad and will report this fraud to my bank to get the payment reversed.

• Initial Complaint

  Date:08/17/2022

  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 called a few times to get my watch diagnostically looked at because the face came off. I have spoke to this company several times I've even been told several times I am to receive a box to send it in and I have yet to do so. I keep getting different answers and not sure what is going on with Apple this is not suffice.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  August 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.
  
  Apple records confirm repair ID ********** was created on August 9, 2022, for the customer to bring the device to a UPS store to be boxed and shipped. An email was sent to the customer with the following instructions:
  
  "Shipping
  Take the product to The UPS Store and show this email to the representative. Your repair ID should be available in the UPS system within an hour of the time you requested service, but this can take up to 24 hours. If UPS has no record of your Repair ID, please attempt after the 24 hour window has elapsed.
  Send us only the product itself. (For AirPods or AirPods Pro, please include both left and right AirPods and the Charging Case.) If you include any accessories, such as charging cables, AirPods Pro ear tips, or Apple Watch bands, we won't be able to return them to you. UPS will supply the packaging, ship your product using the Apple Corporate Account work order, and not bill you for the transaction.
  Note that if you use a UPS Drop Box or any other UPS location--other than The UPS Store--your repair might be delayed or canceled, or there might be unnecessary fees.
  Be sure to send us the product within 10 business days. Otherwise, this repair request will be canceled. If you no longer need service, just disregard this email."
  
  Since more than 10 days have elapsed, Apple recommends the customer contact Apple Support to create a new repair. The customer may chose the same option above for UPS, or request to have a shipping box and pre-paid return label sent to ship via FedEx.
  
  Apple's support site is available at https://support.apple.com, and Apple Support telephone numbers can be found in Apple Support article "Contact Apple for support and service", available at https://support.apple.com/en-us/HT201232.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:08/17/2022

  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.

  am writing to complain about my recent repair experience with Apple. I have been a long time consumer of apple products ranging from Apple watches, iPads, accessories, and computers. However, this may change with my recent experience.
  
  I purchased a MacBook Pro in 2018 with Apple Care. However, last year I started experiencing a plethora of issues but I was living outside of the US, with Covid restrictions and short stays in the US, I was unable to have my laptop serviced. Upon returning to the US, I complained about my keyboard issues to Apple, including some issues with minor lines across display, mouse issues, and laptop overheating issues. Since the keyboard issues was covered under a recall, I sent in my working laptop for repair. I was then informed by the repair team that my screen was shattered and I would need to pay for that replacement and was quoted about $700 USD. I immediately spoke to a Senior Advisor and an investigation was initiated to look in to this matter further. She requested that I promptly open a FedEx claim and also send pictures. I promptly sent in recent pictures of my screen and also filed a fedex claim. I repeatedly contacted Apple for status updates, with no response. Furthermore, all of these unanswered outreach attempts are documented. When the repair department reached out, I noted that my repair was still under investigation. A week later, I received a notification that my repair would be returned to me. I promptly called Apple and spoke to a senior advisor , ***** who made assurances that the repair team would never send back a partially repaired laptop . However, only the keyboard /battery for my laptop was replaced and I received a laptop that was in worse and unusable condition. I am very dissatisfied with how my repair service claim was handled.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/23) */
  August 23, 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.
  
  On August 7, 2022, the customer requested mail-in service to address a keyboard issue with the MacBook Pro. A service box with a pre-paid return label was sent to the address provided by the customer to ship the MacBook Pro to Apple for service. On August 10, 2022, the service box with MacBook Pro was received by Apple, and a careful examination confirmed the service box was undamaged, however, the MacBook Pro screen was cracked. As such, Apple confirms the MacBook Pro screen damage did not occur during shipping or while in Apple's possession. Apple offered out-of-warranty service to address the screen damage, however, the customer declined. Apple therefore completed the keyboard repair and otherwise returned the MacBook Pro to the customer in the condition in which it was received by Apple.
  
  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.

• Initial Complaint

  Date:08/17/2022

  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 Thursday, August 11th I was in the Apple store at the Tacoma, WA location trying to purchase a iPhone 13 Pro Max. The sales person took me through the steps for activation and was getting an error at the final step. She kept saying maybe a cell tower was down. She backed the activation up and proceeded to try again... same error. She told me I could go through AT&T my carrier to get my new phone because I was trying to use the payment installment Next program with my cellular provider. I went to AT&T and my cell phone had no service and my upgrade was processed by Apple. AT&T could not assist and I had to go back to Apple. Went back to Apple and spend another hour in store trying to resolve the error. They said they couldn't help so I returned to AT&T and my account was showing the same iPhone 13 Pro Max on my account with installment plans despite me never paying or receiving the phone from Apple. Returned to AT&T the next day and they could not perform an upgrade reversal and said Apple had to do something. Returned to apple and spent another hour with a manager trying to resolve the issue on Friday August 12th. Left all of my information with this manager and he said they would be in contact after he gets ahold of the Apple person who works with the individual phone carriers. I have not received any call back, zero help, and I am paying on an installment plan for a phone that I never received. Apple needs to give me an upgrade reversal and get this phone off of my account since they made the mistake.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/25) */
  August 25, 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
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was in store 8-22-22 and was talked to by a manger telling me they are working on the situation. Received a voicemail later that evening from the Tacoma Apple store saying they were trying to contact a higher up in Apple. Have not received any contact or updates since that date and it is 8-30-22. This has not been resolved and I am now paying installments on an iPhone 13 Pro Max that I do not have. I have no idea what my next steps need to be since being in contact via phone and in person is not helping the situation. I just want this phone off of my account since I never received the phone. My AT&T current phone can't be upgraded because of this situation and I have been dealing with this for a month now.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  September 15, 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:08/17/2022

  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 recently purchased a set of Apple AirPods (May 17). These come with a 60 day period to purchase a subscription called AppleCare+, which covers hardware and software problems that I may have with the product in the future.
  Being that i've had AirPods before, and the batteries in them started to fail within 2 years of ownership, I figured I should purchase this subscription as it's only $29.00.
  I accidentally waited to purchase it within the 60 days, so I had to call Apple support to figure out the issue. This occurred on July 17. Everything was going smoothly, the guy on the phone said there was no problem getting AppleCare+ if it was just a day past.
  However, what ended up happening is that I mistakenly gave the guy the serial number for my old no longer used set of AirPods, so the subscription ended up on the wrong set. I talked with him about that, and he told me to call back in 48-72 hours to issue a refund and then do the just repeat the process again but with the correct serial number.
  A few days later, I get a pretty bad case of Covid. Being sick I had no desire to sit on the phone with Apple Support for an hour, so I kind of forgot about it. I had covid for around 3 weeks, with most of the sickness forcing me to be bedridden.
  Then yesterday, (August 16th) I call Apple Support to try and get it sorted out. They initially say that they can refund the subscription that was accidentally placed on my older set of AirPods, and then try to get the new ones set up with AppleCare+. Refund went well (still haven't got it, but they said it could take 15 days), but they told me they could not do the Apple Care for my new AirPods as it's past 90 days and to take them to an apple store.
  So today, (August 17th) I drive 40 minutes to my nearest apple store waited 2 hours, they said they couldn't do anything, and to call apple support back. I did, and they said they still couldn't do it for me.
  So, pretty much i've just waisted 10 hours of my life.Not happy.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/23) */
  August 23, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  AppleCare+ may be purchased with your new Apple product, or within (60) sixty days of your product purchase. Additional information regarding AppleCare+, including how to purchase, is available at https://www.apple.com/support/products.
  
  Apple records confirm the customer's AirPods was purchased on May 17, 2022. The customer's AirPods are approximately one month outside of the AppleCare+ purchase eligibility period. As such, Apple declines the customer's request to purchase AppleCare+ for AirPods.
  
  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:08/17/2022

  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 recently received two emails for an upcoming annual subscription to the Logten App from the Apple App Store starting again in Sept. 2022. Looking back they billed me for two annual subscriptions to the same app last Sept. 2021 unbeknownst to me. An Apple Senior Advisor ***** said the refund system will not allow them to refund me for there erroneous extra annual subscription because it was past the window. Senior Advisor ***** said "there are some date restrictions that declines any refund request for old charges, not from apple but the system itself, believe me that if I was able to process the refund I would surely do it without a doubt." This is an obvious error with the App Store allowing two annual subscriptions to be billed for one App to one Apple Store ICloud account. The App Store was about to charge me twice again this September, 2022 for the amounts $104.99 for my longtime customer annual subscription and $129.99 for a new customer annual subscription to the Logten App. I offered to compromise for a gift card or any credit to my Apple account to resolve the situation but to no avail. Please help! ***** agreed it's an error in there system that will not happen to me again but no compensation for the extra double charged annual subscription will be given.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/23) */
  August 23, 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 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."
  
  "SUBSCRIPTIONS
  The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis ("Paid Subscriptions"). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit https://support.apple.com/HT202039. We will notify you if the price of a Paid Subscription increases and, if required, seek your consent to continue. You will be charged no more than 24 hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least 24 hours before the free trial ends."
  
  Apple, based on the Apple Media Services Terms and Conditions, declines the customer's refund request.
  
  Apple recommends the customer review Apple Support article "How to cancel a subscription from Apple", available at https://support.apple.com/en-us/HT202039.
  
  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.
  
  
  Consumer Response /* (2000, 7, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  3rd party Logten App decided to credit me the subscription time for the extra annual subscription I was previously charged for. Thanks BBB!

• Initial Complaint

  Date:08/16/2022

  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 recently noticed an issue with my iPhone battery and that the lithium ion had lifted the glass on my screen I had chatted with the Apple support agent who mentioned that this is extremely dangerous and then escalated my concerns to a senior advisor, the senior advisor also mentioned the risk of the battery combusting and got me a reservation asap. I noted to the senior advisor that the phone has had physical damage prior to the battery swelling and he mentioned that it would cost $279, I then mentioned that I did not want to go into the Apple store and then they would tell me that it was 550 to fix the iPhone l. He assured me that wasn't the case and even put an exemption on my phone that would wave the entire fee. I then came into the Apple store World Trade Center, where exactly what I mentioned happens, they told me it's 550 cost to replace and that I have 2 options, to replace the iPhone for $550 or to have them replace the battery for free but, while they replace the battery they will destroy my phone. They then had me wait 2 hours until they went ahead and broke my phone further. I still have not solved the issue with my phone and I spent a total of 4 hours between phone calls, chats and in person store time at Apple. Absolutely horrendous,******* from Apple world trade was the worst Manager I have ever dealt with
  
  *******
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/31) */
  August 31, 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 excerpt may be viewed at https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html:
  
  "Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded iPhone, iPad, iPod, Apple TV or HomePod hardware product and the Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  The following Repair Terms & Conditions excerpt may be viewed at https://www.apple.com/legal/sales-support/terms/repair/retailservice.html:
  
  "If service is needed due to failure of parts that are not original to the product or due to damage caused by abuse, misuse or any external cause, Apple reserves the right to return the product to you without servicing it, and may hold you responsible for any indicated diagnostic fee. Apple will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by Apple or an AASP. If damage results, Apple will seek your authorization for any additional costs for completing service even if the product is covered by warranty or an AppleCare service plan. If you decline authorization, Apple may return your product unrepaired in the damaged condition without any responsibility."
  
  Apple records confirm the customer's iPhone 12 Pro was purchased on October 23, 2020, and it was covered by the Apple One (1) Year Limited Warranty through October 22, 2021. The customer's iPhone 12 Pro is approximately ten months outside of the Warranty Period. As such, Apple declines the customer's request for a covered repair or replacement.
  
  iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service.
  
  Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at https://www.apple.com/support/products.
  
  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.