How to make a formal complaint against apple support?

Discussion in 'MacBook Pro' started by ray_jay, Mar 15, 2017.

  1. ray_jay macrumors newbie

    Joined:
    Mar 15, 2017
    #1
    Does anyone know how I would go about making a formal complaint against apple support?

    I have been a long-time fan of apple and have received great support in the past but I believe the situation I have experienced in the past few months should be brought to someone attention.

    I have an Early 2011 MacBook Pro that started acting up a few months ago. I talked to apple chat support on December 28, 2016 about the problem I was having and they informed me that my MacBook qualified for the MacBook repair program for video issues, and that my issue might be due to a hardware problem that would be covered under the program. They also walked me through a few troubleshooting steps which seemed to have fixed the issue at the time being. Since the program expired on December 31, 2016, I was worried that I wouldn't be covered if the problem restarted and specifically asked the support person if I would still be covered under the program if the issues continued after the expiry date and they informed me that yes, WOULD be eligible for the free repair if needed. Looking back now wish I had simply brought it in before the expiry but my laptop was running fine at the time and I had no reason not to trust the information given to me by apple support.

    The hardware issues have restarted to the point where my computer is now unusable. I went to the apple retail store and spoke to a senior support person on the phone about getting the repair done but they have told me that since the repair program has expired there's nothing they can do to fix the issue and that the parts needed for the repair aren't available so there's nothing else they can do to help me, which mean that my only option is to buy a new computer.

    I have been an Apple customer for many years and have had great support in the past which is why I trusted the information I received from chat support. All that needed to be said back in December was that the program would not be available after the expiry date and I would've made the arrangements to bring my computer in for a free repair but instead I got false information that will now cost me thousands of dollars for a new computer.
     
  2. jharvey71884 macrumors regular

    Joined:
    May 3, 2011
    #2
    That sucks, I hope it works out for you. That being said, I can't stop thinking - if his was a PC brand, and you had a computer nearly 6 years old, what they would say?

    From reading here over he years, if you stay on Apple enough, they will likely help you out.
     
  3. Hieveryone macrumors 68020

    Joined:
    Apr 11, 2014
    #3
    Email Tim Cook. His email is on google I think. Explain. Be nice.
     
  4. Marshall73 macrumors 6502a

    Marshall73

    Joined:
    Apr 20, 2015
    #4
    Did you keep a copy of the support chat? If so then this will help your case.
     
  5. ray_jay thread starter macrumors newbie

    Joined:
    Mar 15, 2017
    #5
    I sent an email to Tim Cook two weeks ago as a final resort because I didn't know where else to go but I still haven't got a response.
    --- Post Merged, Mar 15, 2017 ---
    I do have a copy, and apple has it on record too. Every support person I have talked to has read it.
     
  6. Marshall73 macrumors 6502a

    Marshall73

    Joined:
    Apr 20, 2015
    #6
    Perfect, then email Tim Cook and be nice :)
    tcook@apple.com
    He gets loads of emails and I'm sure that his staff wade through them so it may take a while for a response. In the meantime ask for your case to be escalated, you normally end up speaking with support staff in Austin Texas. Once you get to that point they generally sort you out.
     
  7. Hieveryone macrumors 68020

    Joined:
    Apr 11, 2014
    #7
    Man that sucks! I'm not sure what to tell you bud :/
     
  8. puckhead193 macrumors G3

    puckhead193

    Joined:
    May 25, 2004
    Location:
    NY
    #8
    I'd email Tim Cook , it actually works. I was having major issues with FCP X crashing on my new Mac Pro. I emailed Tim Cook, a few days later I got an email from some higher up FCP developer and worked out the issue and it was fixed with a software update.
     
  9. Hieveryone macrumors 68020

    Joined:
    Apr 11, 2014
    #9
    he tried already i think
     
  10. puckhead193 macrumors G3

    puckhead193

    Joined:
    May 25, 2004
    Location:
    NY
    #10
    give it time it took over a week to get a response.
     
  11. capathy21 macrumors 65816

    capathy21

    Joined:
    Jun 16, 2014
    Location:
    Houston, Texas
    #11
    Just keep on them. Keep calling, email Tim Cook, etc. All you need is the correct supervisor to see the copy of the chat where you were informed that it would be repaired. If they are now telling you that the person in the chat misinformed you, then you should firmly tell them that it's not your fault that the person in the chat wasn't properly trained. They will eventually help you.
     
  12. l.a.rossmann macrumors 65816

    l.a.rossmann

    Joined:
    May 15, 2009
    Location:
    Brooklyn
    #12
    Yes; never buy their products again. Tell everyone you know to do the same when asked.

    Don't get me wrong; if you've had a pleasant experience with Apple, please ignore this advice! I believe in giving companies money based on the experience you have with them. Sometimes, it is a rocky road to a fair resolution, but as long as you get some fair resolution, feel free to ignore this advice.

    I bought Thinkpads for as long as I bought my own laptops. They destroyed the trackpoint interface, were charging almost $1000 for TN 1366x768 screens with terrible black levels & color. I stopped buying. I told everyone I know to do the same. They brought back trackpoint and I bought one. Same with Samsung: I had an S5, they took away sdcard slot, I ignored it until the S7. I can't imagine doing anything different, I don't have it in me to reward bad decisions with money.

    One trend I've noticed over the past eight years is that regardless of how poorly someone is treated by Apple, they keep going back. If someone is treated well, I am not surprised if they continue doing business with the company. Yet, when someone is treated poorly time and time again, I don't understand what compels them to keep going back.

    I had one customer who had the 2008 A1226 with a GPU defect. She was turned away because they couldn't run the test on her machine - part of her GPU defect(and hundreds of thousands of others) was that it would not POST, so she had to get a new machine, as she cursed Apple for gifting her a $2700 paperweight. She buys a new 2011, which lasts for two years prior to doing what yours did. She goes to Apple(pre-recall), hears the $650+ quote, figures she has another lemon. She can't afford this - she needs it for work, so she buys an early 2013 retina.

    Two weeks ago she came in with the late 2013 retina, randomly blackscreening and turning off. Alas, Apple ended their extended warranty on this one as well, December 31st 2016. Another case of bad luck and poor timing.

    She's been a loyal customer with every machine over the past eight years, I know what is causing this issue and how to permanently repair it, so I fix it at no cost under one condition. She'd hold their feet to the fire and stop buying this junk. She laughs, gets back the retina post-repair, no GPU issues, and goes on with her day.

    But the sad part is, I know she'll buy another one. When it dies again, she'll buy another one. How will Apple ever know that they have F'd up if their consumerbase continues to give them money regardless of how they are treated? How will they ever be motivated to change if there is never a dent in their revenue?

    The best formal complaint you can make against Apple support is to their bank account. Give money to companies that manufacture products that last and stand behind them, and stop giving money to companies that don't! The intern reading Tim Cook's email is probably laughing at you as they copy and paste the same reply to you and everyone else that they know, realistically, will spend $1800 on the new touchbar machine a week after being declined warranty service. Don't do it!
     
  13. bartvk macrumors 6502

    bartvk

    Joined:
    Dec 29, 2016
    Location:
    The Netherlands
    #13
    Louis, is that really your account here? Keep up the excellent work on YouTube! Love it.
    --- Post Merged, Mar 16, 2017 ---
    Did you document this? I.e. do you have screenshots and/or logs?

    As an aside, how much energy do you want to put into a 6 year old laptop?
     
  14. Queen6 macrumors 603

    Queen6

    Joined:
    Dec 11, 2008
    Location:
    Enjoying Better Things
    #14
    Well said, once Apple produces worthy hardware, Apple will see my money until then there are better options. Absolutely agree vote with your wallet as that's all they understand...

    Q-6
     

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