Apple Online Store ban

[7422736m]

Hi all.
In the last weeks I had several returns of iPhone leather cases for imperfections/issues with buttons not being clicky.
Then, in April, I bought a MacBook Air M1 that had issues, was replaced 2 times but those two units were also plagued with issues (one of them almost caught on fire).
Well, after returning those Airs, i decided to place a new order, that was ongoing (it's a CTO model), and in the meantime I was contacted by an Apple Executive Relations due to my claim, who was following the whole situation.
Long story short, all of a sudden, my order was cancelled by Apple and since then, the communication with the Apple Executive Relations went simply dead.
I then tried to place new orders, but all of them got cancelled after a couple of minutes.
In the last 2 weeks I cannot buy anything at all from Apple Online Store. Everytime I try i Get a "you are exceeding the quantity limit for a product in the basket" or a "Payment method declined", even though all my payment methods are working properly (I pay via Apple Pay and it is working everytime I purchase anything from any retailer, except Apple Online Store).
Apple won't give me any info except what Sales and After Sales told me, that my orders are now being managed through another department, and as soon the issue is clarified I will get contacted by that department.
Anyone with a similar experience?
I honestly can't understand this.
All my returns were properly managed, I returned all the products and was refunded for each and every product.
And the worst part is the impossibility of getting an "official" response by Apple.
If you could share some of your similar experiences, I would be grateful.
Just adding some details about my specific situation:

• Since these issues targeted I haven't tried to do any purchase at an Apple Retail Store as there is none in my country. I've tried for several times place new orders at Apple Online Store, whenever I need to buy something. After checking that my orders are still being cancelled, I buy from a reseller.
• Apple seems to be applying the ban based on payment method, maybe address and name. I was suggested by Apple advisors to create new Apple ID to be able to keep purchasing, but no luck. Orders get cancelled.
• No one at Apple ever acknowledge I am banned. After July 29, 2022, after trying to purchase a set of silicon tips with my Apple Account balance, Apple cancelled the order, locked my balance (almost 90 euros) and also blocked me from buying apps or paying for my services like iCloud+. After contacting Apple ID, they contacted sales, and by that time, and inadvertently the guy from Apple ID said (and almost immediately regretted saying that), that his colleague from sales told hum my Apple ID is banned from Apple Online Store. All the times I questioned Sales directly, they acted like they don't know anything about it.
• As no one at Apple ever acknowledged the ban, I got also no reasoning for that.
• As such, I have any information about the scope, the terms and/or duration of the ban.
• Never made any promotional purchases without being eligible to do it.
• Never made any fraudulent claims to Apple, all my claims were fundamental, to the extent that Apple refunded me all my returns. All issues have been confirmed by Apple prior to that.
• I am an honest, hard working person, never was charged of anything, never committed any crimes.

 

[DMG35]

You mentioned that an Apple Executive was following your claim? What was the claim exactly? It seems odd that Apple would cancel your orders for just a couple of returns. I know people who have returned things way more than that and never had issues with being not allowed to continue purchasing things online from them. Is there anything else missing from your story above?

 

[7422736m]

You mentioned that an Apple Executive was following your claim? What was the claim exactly? It seems odd that Apple would cancel your orders for just a couple of returns. I know people who have returned things way more than that and never had issues with being not allowed to continue purchasing things online from them. Is there anything else missing from your story above?

My claim regarded the 3 in 3 MacBook Airs with issues.
No other details missing from the story.
Regarding the 3 MacBook Air returns, they had issues, so, it is a pretty straightforward situation.
About the other returns, well, if you're not happy with the products, you have the right to return them.
Also, nothing wrong with this. Note that Apple neve lifted any osbtacle with the returns, every item returned was refunded.
I am trully frustrated for not being prevented from placing new orders and even more for not being informed why.
I simply feel treated like a criminal.

 

[0128672]

What is your returns history prior to these recent returns? This recent returns period sounds like a high number of returns in a short period. I'm not surprised you were flagged. Apple is within its rights to refuse to sell to you as stated in its Returns and Refund policy:

Order Acceptance/Confirmation​

Apple may, in its sole discretion, refuse or cancel any order and limit order quantity. Apple may also require additional qualifying information prior to accepting or processing any order. Once we receive your Online or Call Center order, we’ll provide you with an email order confirmation. Your receipt of an order confirmation, however, does not signify Apple’s acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we received your order. The Apple Store reserves the right at any time after receiving your order to accept or decline your order for any reason. If Apple cancels an order after you have already been billed, Apple will refund the billed amount. [bolding and italics mine]

Returns & Refunds - Shopping Help

Find out how you can return an item, how long the refund process takes, what to do if your invoice is not with your order, and much more.

www.apple.com

 

[7422736m]

Nothing unusual.
a few returns, as it is to be expectable, even according to the posts we see here in the forums.

 

[Apple_Robert]

My claim regarded the 3 in 3 MacBook Airs with issues.
No other details missing from the story.
Regarding the 3 MacBook Air returns, they had issues, so, it is a pretty straightforward situation.
About the other returns, well, if you're not happy with the products, you have the right to return them.
Also, nothing wrong with this. Note that Apple neve lifted any osbtacle with the returns, every item returned was refunded.
I am trully frustrated for not being prevented from placing new orders and even more for not being informed why.
I simply feel treated like a criminal.

I don't think Apple has treated you like a criminal. You were allowed to return all your items and your money was returned to you. For whatever reason, Apple has judged you to be a high risk customer. And with Executive Relations contacting you, it sounds serious. Is it possible you have left out some pertinent facts?

Apple isn't going to divulge internal policy related to this matter outside of what @WildSky has already posted.

Your ban may be temporary or permanent.

 

[7422736m]

I don't think Apple has treated you like a criminal. You were allowed to return all your items and your money was returned to you. For whatever reason, Apple has judged you to be a high risk customer. And with Executive Relations contacting you, it sounds serious. Is it possible you have left out some pertinent facts?

Apple isn't going to divulge internal policy related to this matter outside of what @WildSky has already posted.

Your ban may be temporary or permanent.

I consider Apple is treating me like a criminal by not allowing me to purchase from Apple Onlins Store without disclosing the reasons for that.
It's a matter that concerns to me directly, so the customer is entitled to know.
Curiously, Apple let me spend my money on Apps and music, which is curious.
Apple Executive Relations contacted me to help me with the new order for a MacBook Air, after those 3 units with issues.
He even offered to replace the Air order for a Pro (with no extra costs to me), but I opted to maintain the Air order.
He contacted me to make sure I would get my Air with no issues.
All of a sudden, the order was cancelled and I never managed to get him to answer my emails after that.

 

[Apple_Robert]

Apple Executive Relations contacted me to help me with the new order for a MacBook Air, after those 3 units with issues.
He even offered to replace the Air order for a Pro (with no extra costs to me), but I opted to maintain the Air order.
He contacted me to make sure I would get my Air with no issues.
All of a sudden, the order was cancelled and I never managed to get him to answer my emails after that.

Sounds like someone over him pulled the plug on your account. Nothing you can do at this point, outside of trying again in 6 months etc.

 

[7422736m]

I was told I would be contacted by the department managing my orders at this moment, but pver 2 weeks have passed and nothing but silence on Apple's side.

 

[binkie]

I was told I would be contacted by the department managing my orders at this moment, but pver 2 weeks have passed and nothing but silence on Apple's side.

Did Apple refund you after the 3rd repair didn’t fix the problem? Or what did they offer? I’m sending my M1 Air to Apple Repair for the 3rd time but I don’t think they can fix the issue so I’m kinda in the same boat as you were before!

 

[japanime]

He even offered to replace the Air order for a Pro (with no extra costs to me), but I opted to maintain the Air order.

I've never, ever heard of Apple doing something like this.

 

[7422736m]

I have no repairs at all. I got a new air that was replaced 2 times and after that I was refunded.
no repairs involved as all of the airs were brand new.

 

[synicalx1]

Regardless of the situation, surely you could just keep placing orders with another account? Might need a new card to place the orders with since they'll probably have the hash of your current credit card on file and on the naughty list, but other than that it should be easy to get around this "ban".

 

[Internet Enzyme]

three MacBook M1 returns is really pretty extraordinary, I think. I mean, you could have very well been unlucky with three defective units, but you can understand how three consecutive returns of the same product look pretty fishy from an outsider's standpoint. The odds of that are pretty low.

 

[Bandaman]

three MacBook M1 returns is really pretty extraordinary, I think. I mean, you could have very well been unlucky with three defective units, but you can understand how three consecutive returns of the same product look pretty fishy from an outsider's standpoint. The odds of that are pretty low.

Happens all the time with my cousin. Some people are just highly unlucky. But they've never banned her from the store.

 

[7422736m]

Regardless of the situation, surely you could just keep placing orders with another account? Might need a new card to place the orders with since they'll probably have the hash of your current credit card on file and on the naughty list, but other than that it should be easy to get around this "ban".

No good.
Tried with another account, with another address and a new card, never used at Apple.
No good.
This time I don't get the "Product quantity limit exceeded" but rather some message stating my payment metyhod could not be validated.
It seems Apple checks CC data like the cardholder's name.

 

[7422736m]

three MacBook M1 returns is really pretty extraordinary, I think. I mean, you could have very well been unlucky with three defective units, but you can understand how three consecutive returns of the same product look pretty fishy from an outsider's standpoint. The odds of that are pretty low.

Honestly, no pun itended, but it seems you don't shop with Apple for a long time now
Apple QC is getting worse and worse.
It's very easy to get products with comestic damages out of the box, just to mention what might be the most common issue with Apple products nowadays.

 

[Martin29]

If you’re so unhappy with the quality of Apple products, I’m surprised you’re so determined to continue buying them.

 

[HerbertDerb]

three MacBook M1 returns is really pretty extraordinary, I think. I mean, you could have very well been unlucky with three defective units, but you can understand how three consecutive returns of the same product look pretty fishy from an outsider's standpoint. The odds of that are pretty low.

I might just step in to share my latest experience.

I had M1 12.9" iPad Pro.

First unit had dead or faulty Mini-led.
Firstly Apple said there was nothing wrong with the unit.
Made express replacement and second unit has dust under camera and the whole unit was slightly bend by UPS
Have been waiting for a week for my moneys back on that first express replacement (Today luckily Apple handled it and released the money, after taping the area with scotch tape they did find the faulty led and no AC+ charges to me)

Now in Monday i should have the money back and can make a second express replacement.

Happens all the time with my cousin. Some people are just highly unlucky. But they've never banned her from the store.

So yes, this is true. Some people just get the lemons and allll of the other **** that can go wrong, will go wrong.

 

[Significant1]

As with everything, diversify and spread your purchases. If I had had two faulty deliveries, I would start to consider buying from somewhere else.

I also don't go looking for a problem, if I don't have one.

My worst experience was display on Apple Watch 4, Where I went through 4 spread over 3 different sellers including Apple (Actually the first was perfect, except I regretted the size). Second worst was iPhone 12 Pro with yellow tint, but I waited out and found a solution which solved it (else it would have been my worst experience), so I never returned it (just regretting not getting mini, because steel is just too heavy in the long run).

 

[7422736m]

As with everything, diversify and spread your purchases. If I had had two faulty deliveries, I would start to consider buying from somewhere else.

I also don't go looking for a problem, if I don't have one.

My worst experience was display on Apple Watch 4, Where I went through 4 spread over 3 different sellers including Apple (Actually the first was perfect, except I regretted the size). Second worst was iPhone 12 Pro with yellow tint, but I waited out and found a solution which solved it (else it would have been my worst experience), so I never returned it (just regretting not getting mini, because steel is just too heavy in the long run).

I considered buyint the Air from a reseller, but the model I want is a BTO.
Very few resellers would accept the order, but for some reason, Apple resellers won't accept returns unless the unit is in the box, still sealed (which is just stupid).
That's why I don't have any valid alternative to Apple Online Store.
I am a longtime Apple customer, I use iPhone, Apple Watch, and iCloud services for data storage, managing my calendars, including the professional one, as well as note and reminders.
I am seriously considering abandoning Apple ecosystem, after all, Apple is now banning me, which renders difficults considerably remaining with Apple, but it would have a great impact on my workflow. It wouls force me to sell my iPhone, Apple watch and Airpods, as its seamless integration with Windows, for example, is non existent.

 

[Significant1]

I considered buyint the Air from a reseller, but the model I want is a BTO.
Very few resellers would accept the order, but for some reason, Apple resellers won't accept returns unless the unit is in the box, still sealed (which is just stupid).
That's why I don't have any valid alternative to Apple Online Store.
I am a longtime Apple customer, I use iPhone, Apple Watch, and iCloud services for data storage, managing my calendars, including the professional one, as well as note and reminders.
I am seriously considering abandoning Apple ecosystem, after all, Apple is now banning me, which renders difficults considerably remaining with Apple, but it would have a great impact on my workflow. It wouls force me to sell my iPhone, Apple watch and Airpods, as its seamless integration with Windows, for example, is non existent.

Not allowed to open the box would not be legal in my country. But if there is a defect, it shouldn't matter. But agree, that Mac bto is not easy to find outside Apple and I hate that only the bare minimum are standard configuration when it comes to Mac, unlike iphone/iPad.

 

[DMG35]

It does seem really odd OP that Apple would do that after returning an item three times. You can go into the iPhone forum and see where people have swapped their phones out 10 and 11 times and nothing ever happens. The whole situation seems very strange as Apple normally doesn't mind allowing multiple returns.

 

[7422736m]

It does seem really odd OP that Apple would do that after returning an item three times. You can go into the iPhone forum and see where people have swapped their phones out 10 and 11 times and nothing ever happens. The whole situation seems very strange as Apple normally doesn't mind allowing multiple returns.

I am aware of that.
That’s why I have been trying for o get an official position from apple, but it is totally impossible. I only get generic answers every time I contacted them.
It’s frustrating and also disrespectful not getting an explanation for this.

 

[Deej]

Why not try emailing someone higher up? I'm not sure an email to Tim Cook would be appropriate, but you can see where I'm going here. Just highlight your case and your confusion as to what is happening and ask someone to call you - that kind of thing. Be polite, courteous and thorough, and you may just get a response..