Chat with experts online or have us call you right away. For most products, you can also arrange shipment to an Apple Repair Center when you're ready. Answer a few questions to get started. For mobile carrier plans and billing or network issues, contact your mobile carrier.
You can get information about an order you placed on the Apple Online Store through the Order Status page. Learn about the powerful accessibility features that come with your Apple devices, and where you can get help. Support Open menu Close menu Communities. They told me I'd have to send my phone in for repair. My phone is my business. My business is my livelihood. I can't go a day without my phone. Zero offer to provide me with a phone I could borrow. Zero suggestion on how they might be able to fix their equipment and get it back to me. Custom support did not support me.
They told me what I already knew and did not provide any other options for me. They might as well have an automatic recording that says, "ha ha. I need to switch back to my Samsung. Guess I also need to find another provider besides ATT. I am not computer savvy at all. I was so pleased with Ariel for her wonderful customer service. She had such patience and helped me with many of my issues.
Can't praise her enough. A very happy customer. I have a late Macbook Pro that keeps freezing.
In the lasts month I have called Apple Support at least 20 times, received about a dozen case numbers, dealt with senior advisors all of whom say either 1 of 2 things: The Apple Store has confirmed there are no hardware issues. Great computers when they work, which they usually do. But if they don't, and you have a problem like mine, you are sent down the river without a paddle. To make matter worse it seems Apple purposely loses track of previous calls due to the many Case 's they give you, so don't fall for that one.
Always keep the same one. If they say they wrote all the info down, call back and verify. It has happened to me that Apple Support said "we have your correct serial number now" and I called back, once and it wasn't changed. I gave them the right one. I called back again, and it was still the wrong.
Buyer beware when dealing with Apple Support. I have been experiencing terrible customer service waiting over 45 plus minutes on hold for assistance on the top of apple taking money from my credit card on file without any purchase being made. While Apple make nice products their customer service assistant is one of the worse I have ever deal with in my life and makes me change my mind about their products.
They need serious improvement on their customer service assistances when customers call their number. Terrible experience and very frustrating. Thanks for the article. However, if by "power of positivity" you mean condescending attitude, providing cookie cutter replies to one's questions for the sole purpose of diverting the issues, and overall being insincere and shifting the responsibility of the problem onto the consumer, well, yes, Apple is at the top of the list.
The so called "Genius Bar" is useless and its geniusless techs feign ignorance of problems which are listed in the millions on a basic online search. As others have already pointed out, I have been a faithful Apple customer for many years, but the lack of "customer service" ie: Brought a mac air laptop with extended warranty new buy a mac again wrost policy's in the service department I had to ever deal with never again mac.
Apple Customer Service Rating Undercover Tech Support Review
A few days ago I spoke to an Apple customer service rep about getting an adapter. I first went on line to see which one I needed, wasn't sure so I asked for professional help. After twenty minutes, after being on hold for about fifteen minutes, I spoke to someone who didn't seem to have a clue. She put me on hold and then got back on the line to tell me which adapter would work. I needed an adapter for my older printer, so one end had to fit into the back of my new Mac and the other fit the printer plug.
The adapter arrived today and it was too small at the computer end. I called Apple back. To make a long story short, I spoke to five people - all of them useless. I was wondering if I was speaking Klingon because nobody seemed to understand that I needed the adapter to plug into the back of my computer and that the other end did fit my printer. They kept assuming that the printer end was the problem. I was passed on to a supervisor who was just as clueless. I was then passed on to someone who was to source the right sized adapter for me and she was the worst of the lot.
I can't understand how a company that makes my computer has no idea which adapter I would need for it and after five people, finally one of them realizes that Apple doesn't make them.
I got all my other adapters at The Source and they fit perfectly, unfortunately they no longer carry this product. The worst customer service ever and not once did anyone say to me to return this item because I was recommended the wrong size. Not once did anyone offer a refund. I sent the stupid thing back this evening with a note for them to 'stick it where the sun don't shine.
Apparently Apple owns this blog page because is certainly doesn't portray the truth about Apple customer service. I bought my first and last apple product a year ago an IPad Air 2. I had a variety of issues with shutting down instantly, the power cord failed after six months, I was told I had to buy a new printer if I wanted to print using the IPad.
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Customer service was useless each time I called which was many. I believe Apple deletes most negative reviews from the web and portrays a false perception that Ipads are prefect and loved by everyone. Its total crap!! Still on the phone again waiting for over another 30 Mins on for another representative.
To the Apple rep here. Worked in IT and hated my monthly rotation when I tested as a cust. It is stressful and I agree - be prepared to wait or have Apple call back. When I was looking for a job, I considered cust. But I'm a user and this is different. We're paying a lot more for an Apple. That includes the extra money we pay for cust. We're not getting what we paid for. I also understand there are so many variations of sw upgrades and peripheral devices.
Not everything is tested or known. But again, we pay more for support and we're not getting it. Best of luck to you. I'm glad you commented and I agree - a wait time complaint seems silly. Bought Apple because they don't GPF Windows OS did , they're not as prone to hacking, it was a better built and supported pc over so many Windows-based brands, and support was in the States. BUT, they never resolve my problems. A rep. It IS a sw problem!
Once, in seven years, my spouse got a rep. Otherwise, don't count on good support other than a rep. So I totally agree with Cristina. Support is bad - not just "not that knowledgeable. One of the worst customer services experiences ever! I dread having to call Apple with any issues! Navigating through their website is horrible, their customer service reps are not that knowledgeable I could go on. I had occasion to use customer support this week after my family gifted me with an IPad. I had difficulty with accessing after setting it up. I didn't catch the gentleman's name but I found his explanations way too fast and his tone arrogant, despite my telling him I was a senior and needed patience.
I sat through a lengthy discourse on the difference between a password and a postcode, and I remained locked out. I think his telling me to hang up, sit back, relax and meditate and the password would come to me was his giving up. I give the service a zero. Once I can figure out how to reset the thing it will be going back. I had a very nice experience with Nim, when I called about a problem.
He was very patient, helpful and friendly! I hope that he gets to see this! Thanks again for the job well done! Hi, As a former AppeCare representative I can't stress enough how difficult this job really is. We have to deal with angry customers who waited too long on the line, give accurate information about endless features and provide an instant resolution.
It is mentally exhausting and would take anyone I know into the paths of a breakdown. Now imagine when new products or software are launched. We are given a set of trainning modules to perform on a given amount of time, as per Apple recommendation. Now, what a lot of people are unaware of, is that only a few call centers are actually managed by Apple directly. Other centers are paid by Apple to train people as per their standards, but in the end of the day this is a business we are talking about, so the larger the amount of calls taken daily equals more monney for these centers.
Basically, forget the trainning, we are just pushed by our local managers to do these modules as fast as possible because we are needed to take more calls. There is never time to breathe or learn anything. You are upset because you waited too long on the phone? You wouldn't last a single day! And people who go through this experience, as myself, say "Working on Apple's call centre?
They are more dedicated on their work and can service your devices onsite or remotely. I have been on the phone for over an hour with Apple support waiting for someone, and I scheduled a call! I was billed for an automatic renewal that I did NOT sign up for. Just want a refund and the service canceled. Apples support is virtually non-existent.
This "review" is clearly paid for by Apple to toot their own horn because no one else will. I rec'd a pop up it would not let me log off gave not sure if it was a ligt for apple support could not understand anything the person was saying I guess I need to call the banks I deal with to be sure my accounts are not compromised. Not happy!!!!!!!!!!
I can't understand why I can't access photos I just took with the camera for forwarding or display. What is up with that?? I have a one year old MacBook Pro If you are an IT rookie they will tell you what you want to hear. Just try one time to ask a question about the SSL problem from Feb , and they do an about face. When I called Apple, they were dead silent. Dissembling, misdirecting, obfuscating, worst of all no help. Denied it had anything to do with "Apple" but refused to offer even the simplest of suggestions on how I can prevent it in the future.
So again, misdirection and lies. I was going to buy a nice apple lap top for my daughter going to college. But I don't want her getting half answers, and misdirections, when she is trying to her studies done. Then there is the other part of the MBP with the packages that are sent to your computer without your knowledge that they contain emedded URLs. A collection of the URLs revealed to me the real Apple Cloud is a small group of servers in the Netherlands, not owned by Apple, that get your Cloud data. So if you don't mind your personal data in the cloud going to the Netherlands that should be OK, but of course, Apple won't admit that either.
Anyone doing consulting work for banks and financial services companies don't be surprised if you cannot bring your MBP upstairs into the IT area. When HP and MS send out a fix it is a release, with details, software involved, hardware involved, how to install, and what to do if something goes wrong.
Apple provides NONE of the above. When it comes to reporting problems, I tried by sending them their own software with fixes put in it the examples. It doesn't matter that I have no updates turned on, one day my printer acted crazy. The new file screwed up my printer. So I went to time machine and got the old one back. Safari has not been working properly on my new MacBook Pro for months. Technical advisors have not fixed the problem, and do not follow up, so each time I have to explain the issue from ground zero. Customer service has not helped either. I won't buy any more Apple products. I was trying to call to Apple Customer support for my macbook, I kept on waiting for 35 minutes and then I disconnected because no one was answering the call.
Even most low grade companies do not take that long to answer a call, but apple did. What a pathetic experience. Is Apple Customer Service Good? Casey March 16, Henry T. Casey, After graduating from Bard College a B. Casey worked in publishing and product development at Rizzoli and The Metropolitan Museum of Art, respectively.
He divides his free time between going to live concerts, listening to too many podcasts, and mastering his cold brew coffee process. Content rules everything around him. Casey, on. Email Name Firstname Comment.