I had an awful experience with Apple Support. How do I give feedback?

[lavender21]

I bought my iPhone X two days ago and started noticing some display problems. I took pictures of the problem. To eliminate the possibility of software problems I restored, updated to latest software then set it up as a new iPhone.

I started talking to Apple Support chat. I described the problems, and sent pictures. The advisor told me that there are no software or hardware defects. If it wasn't a software issue then it must be hardware right? From then on, he was very passive aggressive and didn't seem like he was even trying to help me solve my problem. I told him that the problem was typically noticeable under low light conditions, (low brightness due to auto-brightness), and he kept linking me to the Apple article on how to adjust your screen brightness from the control centre. The problem wasn't even small, it affected me when I would watch videos or use any apps with a dark background. He also told me to turn my auto-brightness off. I asked him how that would fix my issue, and he said that turning auto-brightness off was recommended by Apple engineers. I then sent him a link to the official Apple article saying that with the OLED display I should have auto-brightness on.

This went on for about an hour. He kept basically telling me that in order to fix my iPhone X display problems I should turn auto-brightness off and keep adjusting my brightness accordingly so that I don't see the issues. I told him that I should not have to do all this stuff to hide a manufacturing defect, especially since I spent $2000 on the phone. He then said "do what you think is best".

I haven't even covered nearly the whole conversation, and he was very rude towards me near the end.

I was fed up and asked him to send me a link to give feedback on the session, and he never sent me a feedback link, when he agreed to send it to my email. I thought that employees are required to do that?

Anyways, I ended up setting up a genius bar appointment, and it was indeed a hardware defect. They replaced my phone immediately.

I'm so disappointed with my experience I had on Apple chat. How can I give feedback on the experience?

 

[BugeyeSTI]

Maybe you’ll receive an email asking how your experience went with chat, I’m not sure how it works. It sounds like you were taken care of at the genius bar so maybe you should go straight to the store if you ever have an issue again.

 

[bevsb2]

When I've purchased something at the Apple store or have been on chat with Apple re an issue, I have received an e-mail within a day or 2 asking me to do a survey on the experience. Hopefully you will receive an e-mail. All of my experiences with Apple chat have been great. I'm sorry you were treated rudely.

 

[thesaint024]

For future reference, if you have a potential hardware defect, no point in starting a chat. Going into the store has many advantages like being able to solve, repair, or swap on the spot, and also, support people are less likely to be Dbags to your face because they don't have the internet and anonymity to hide behind. I'm sure we all know about that. I do use chat all the time for likely software issues and for non-Apple products. But if you have access to an Apple Store, take full advantage of the service. This is one of the reasons we pay stupid money for these products right?

 

[MattEcho]

For future reference, if you have a potential hardware defect, no point in starting a chat. Going into the store has many advantages like being able to solve, repair, or swap on the spot, and also, support people are less likely to be Dbags to your face because they don't have the internet and anonymity to hide behind. I'm sure we all know about that. I do use chat all the time for likely software issues and for non-Apple products. But if you have access to an Apple Store, take full advantage of the service. This is one of the reasons we pay stupid money for these products right?

It depends on the Apple Store. At mine, they are nice enough but will run you in circles to avoid "going the extra mile". I've been having issues with my daughters iPhone 6 for 3 years. From the beginning, it had poor battery performance, GPS didn't work right and other stuff. All they would do is a reset or take it in the back and do something, then tell me it should work. I foolishly kept believing them and figured they knew what they were doing. Then eventually the phone was out of warranty and I "needed" a new battery. So paid 99 for that. Had the guy tell me that Apple only makes the iPhones to last about two years anyway. The last straw was when I brought it in again and they told me that the phone was bent and needed to be replaced for $300.

Finally had enough and called Support, argued with them for 2 hours and they sent me a replacement. Glad I did.

 

[thesaint024]

It depends on the Apple Store. At mine, they are nice enough but will run you in circles to avoid "going the extra mile". I've been having issues with my daughters iPhone 6 for 3 years. From the beginning, it had poor battery performance, GPS didn't work right and other stuff. All they would do is a reset or take it in the back and do something, then tell me it should work. I foolishly kept believing them and figured they knew what they were doing. Then eventually the phone was out of warranty and I "needed" a new battery. So paid 99 for that. Had the guy tell me that Apple only makes the iPhones to last about two years anyway. The last straw was when I brought it in again and they told me that the phone was bent and needed to be replaced for $300.

Finally had enough and called Support, argued with them for 2 hours and they sent me a replacement. Glad I did.

That sucks. True, not all stores are created equal, but generally the stores will be better. Reason being they have brand equity at stake to keep us fools coming back. If their service at stores devolved into every other tech company, Apple wouldn't get the repeat business it does. Good thing at least one of the options worked out for you. It's not in their best interest to leave a bad taste in our mouths.

 

[mcdj]

Every company has employees that suck at their job. If that CSR acted like that with you in a chat, they probably act like that with their co-workers and their superiors and they won’t last long.

Given the amount of time you’ve already spent on the issue you had, I’d cut my losses, and move on. You got what you wanted. Let human nature run its course.

 

[chemistry76]

It depends on the Apple Store. At mine, they are nice enough but will run you in circles to avoid "going the extra mile". I've been having issues with my daughters iPhone 6 for 3 years. From the beginning, it had poor battery performance, GPS didn't work right and other stuff. All they would do is a reset or take it in the back and do something, then tell me it should work. I foolishly kept believing them and figured they knew what they were doing. Then eventually the phone was out of warranty and I "needed" a new battery. So paid 99 for that. Had the guy tell me that Apple only makes the iPhones to last about two years anyway. The last straw was when I brought it in again and they told me that the phone was bent and needed to be replaced for $300.

Finally had enough and called Support, argued with them for 2 hours and they sent me a replacement. Glad I did.

I had a similar issue. Phone support was a lot more helpful than the local idiots. I had an issue with my 6S shutting off when it got cold while I was riding last winter, but still within operating temps. The local idiot told me that the phone was colder than my Garmin's temp reading because "it's made of steel". (Ya know.. because metal feels colder... /facepalm)

I was so dumbfounded I didn't even bother to tell her it's made of aluminum.

 

[44267547]

I bought my iPhone X two days ago and started noticing some display problems. I took pictures of the problem. To eliminate the possibility of software problems I restored, updated to latest software then set it up as a new iPhone.

I started talking to Apple Support chat. I described the problems, and sent pictures. The advisor told me that there are no software or hardware defects. If it wasn't a software issue then it must be hardware right? From then on, he was very passive aggressive and didn't seem like he was even trying to help me solve my problem. I told him that the problem was typically noticeable under low light conditions, (low brightness due to auto-brightness), and he kept linking me to the Apple article on how to adjust your screen brightness from the control centre. The problem wasn't even small, it affected me when I would watch videos or use any apps with a dark background. He also told me to turn my auto-brightness off. I asked him how that would fix my issue, and he said that turning auto-brightness off was recommended by Apple engineers. I then sent him a link to the official Apple article saying that with the OLED display I should have auto-brightness on.

This went on for about an hour. He kept basically telling me that in order to fix my iPhone X display problems I should turn auto-brightness off and keep adjusting my brightness accordingly so that I don't see the issues. I told him that I should not have to do all this stuff to hide a manufacturing defect, especially since I spent $2000 on the phone. He then said "do what you think is best".

I haven't even covered nearly the whole conversation, and he was very rude towards me near the end.

I was fed up and asked him to send me a link to give feedback on the session, and he never sent me a feedback link, when he agreed to send it to my email. I thought that employees are required to do that?

Anyways, I ended up setting up a genius bar appointment, and it was indeed a hardware defect. They replaced my phone immediately.

I'm so disappointed with my experience I had on Apple chat. How can I give feedback on the experience?

Even if you don't receive the feedback email, you can certainly just contact Apple directly and pass your comments along to a representative, where somebody would follow up with you to find out further what happened. Believe me, Apple cares about their customer service and if something was not handled properly, they would want to know about it.

 

[Sunnyday2017]

I would be interested to know what was that display problem?

 

[jazz1]

Just call Apple and ask for Customer Support. I think tier one help has been spotty, but usually I get passed on to an engineer if the first level can't figure it out.