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 Inc.

  1 Infinite Loop Stop 90-2L Cupertino, CA 95014-2083

• 

  Apple

  825 Dulaney Valley Road Towson Town Center, Level 2 Towson, MD 21204

• 

  The Apple Store - Crossgates

  1 Crossgates Mall Rd Albany, NY 12203-5367

• 

  The Apple Store - Crossgates

  1 Destiny Drive Syracuse, NY 13204

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:08/04/2022

  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 08/01 I drove 2 hours to visit the Bronx apple store to purchase my blue iMAC 24 in computer 16GB ram and 1TB hard drive for $2132.86. This was the closest store to purchase the computer same day. ****** was my sales associate and as with ANY iMAC purchase he asked if I wanted to pay a $30 upgrade fee to receive the larger keyboard which included a numeric pad. After several minutes the manager who was training the associate said "if you change your mind and want the larger keyboard you have 14 days from purchase to exchange the keyboard and pay the upgrade fee." On 08/02 I called the Bronx Apple store, which is rooted to a call center, and the associate informed me I could skip the trip and go to the Lake Grove NY location to make the exchange. She also confirmed that the Lake Grove location had the larger keyboard in stock. I traveled to the Lake Grove location and the sales associate informed me that the exchange was "impossible" that the larger keyboard "doesn't come in blue" and that this was "a waste of my time". A manager was brought over who stated in the 4 minutes I was in the store he had "spoken to his superior" and the exchange was again "impossible". The manager did not offer a name or any condolences for the inconvenience. He was a bald man and the time was 5:20pm roughly on 08/02. I called the Apple store in Bay View Mall and again was given the call center. I spent 2 hours on the phone with associate ********* trying to make the exchange and her efforts failed as well. She was the 3rd person I had spoken to on 08/02. I tried 2 other attempts and all sales associates failed to alleviate the issue. Again I called the apple store on 08/04 and spoke to the call center who put me through to the Bronx location. The associate at the bronx location did not disclose his name and told me yet again I was "out of luck" and unable to do anything regarding the keyboard. I asked to speak with his manager and he took my info for a call back 24-48hrs later.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/05) */
  August 5, 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.
  
  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:08/04/2022

  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 Apple Watch 6 via the apple store website on March 12, 2021 (order **********) and have used this countless times in a pool. I have been in hotel pools which may be up to 6' deep, or in a waterpark with similar depth or slightly more, along with pools on a cruise ship and never had an issue. While standing in the pool I have sent text messages, viewed texts and looked at various alerts. However, just two weeks ago on July 13 at a kids birthday party in a local waterpark where the water is no more than 4' where I waa I had an issue. I used it just as I have many times before and when I got out of the pool the touchscreen was not working. Once I got home, I looked up what to do and learned how to force a restart. This allowed it to work a little but after a swipe or two it didn't. I spoke to my brother-in-law who has had the first one through several other models and learned of the "drop" you tap before going swimming. I tried this and felt the buzzing he told me about when the watch is pushing out any water. A day later the watch was working fine.
  We went to a hotel on July 23 and I made sure to use that feature before going into the pool, which was only 4' deep. Upon getting out I turned the crown as you are supposed to for it to disengage, and I felt the buzzing. Then the watch would not work at all with the touchscreen. I tried the force restart and saw the apple logo come up, then it was gone. A few minutes later I asked my wife to put it on her charger and after about 10 minutes I asked to have it back and see what happened. It was so hot to the touch!
  Since then I have emailed Tim Cook at Apple asking what can be done. I have also sent screenshots from the Apple website indicating how the watch is water resistant up to 50 meters. My first email was sent Thursday, July 28 and a follow up several days later on Tuesday, August 2. To date I have not received any correspondence.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/13) */
  August 13, 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/warranty-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 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 Apple Support article "About splash, water, and dust resistance of iPhone 7 and later" excerpt(s) may be viewed at https://support.apple.com/en-us/HT207043:
  
  "iPhone 13, iPhone 13 mini, iPhone 13 Pro, iPhone 13 Pro Max, iPhone 12, iPhone 12 mini, iPhone 12 Pro, iPhone 12 Pro Max, iPhone SE (2nd generation), iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max, iPhone XS, iPhone XS Max, and iPhone XR are resistant to accidental spills from common liquids, such as soda, beer, coffee, tea, and juice. In the event of a spill, rinse the affected area with tap water, then wipe your iPhone off and dry it.
  
  To prevent liquid damage, avoid these:
  Swimming or bathing with your iPhone
  Exposing your iPhone to pressurized water or high velocity water, such as when showering, water skiing, wake boarding, surfing, jet skiing, and so on
  Using your iPhone in a sauna or steam room
  Intentionally submerging your iPhone in water
  Operating your iPhone outside the suggested temperature ranges or in extremely humid conditions
  Dropping your iPhone or subjecting it to other impacts
  Disassembling your iPhone, including removing screws"
  
  Apple records confirm the customer's Watch Series 6 was purchased on March 15, 2021, and it was covered by the Warranty Period through March 15, 2022. The customer's Watch Series 6 is approximately four months outside of the Warranty Period. Apple does not deem Watch liquid damage to be attributed to a manufacturer's defect, and has no record of the customer contacting Apple Support regarding this issue. Apple invites the customer to contact Apple or an Apple Authorized Service Provider so the device may be properly evaluated.
  
  Apple Watch service information and pricing is available at https://support.apple.com/watch/repair/service/pricing.
  
  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.
  
  Apple appreciates the customer providing Apple feedback regarding our products. Please be assured Apple considers all of our customers' concerns to be important. We invite the customer to visit http://www.apple.com/feedback to submit feedback on Apple products and services.
  
  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.

• Initial Complaint

  Date:08/04/2022

  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.

  Date of the issue: 08/03/2022
  
  The Apple Airpords I bought on 12/18/2022 was out of work On July 2022, and then I contacted Apple customer service for repair request. The repair ID is***********, the option is by mailing.
  
  On 08/03/2022, I received the so-called repaired product from Apple, but I found my ear tips are missing, and then, I contacted the Apple online agent and was transferred to their senior advisor. While waiting for the man's response, I found the series number shown on the received product is different from the series number. I asked the agent and was told my old unit was unrepairable, so they sent me a 'NEW' replacement unit. However, before I found this issue, Apple didn't tell me the unit was replaced. After checking the product I received, I found the there are a lot of scratches over the surface, and the surface quality is much worse than the one I send out. Double checked with the Apple senior advisor who called me, and he said that's the final solution at Apple's end.
  
  It is unacceptable that Apple gave out a worn product without notifying me my product was replaced. I agree that Apple Technician has right to choose if the product is necessarily be repaired or replaced. However, the Apple should have notified me the change of the replacement and a new, unused, scratches free product is expected with a replacement unit.
  
  Note: The product is white color, so it is hard to show a picture with the scratches shown. If necessary, I can bring the item to the assigned agency for quality check. Also, the calls were recoded at Aplle's end, you can request the complete recording
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/18) */
  August 18, 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/accessory-warranty-english.html:
  
  "Your Apple-branded or Beats-branded hardware product ("Product") is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase ("Warranty Period") when used in accordance with Apple`s user manuals (refer to www.apple.com/support/country). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party. If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or previously used Apple genuine parts that have been tested and passed Apple functional requirements, (2) exchange the Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product - e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements), or (3) refund the original purchase price. This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship and, damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship."
  
  Apple does not warrant, represent or undertake that it will be able to repair or replace any Product under this warranty without risk to and / or loss of information and / or data stored on the Product. In no event shall Apple be liable for (a) loss or damage, which as of the product's purchase cannot be regarded as being caused by Apple's breach of these warranty terms; or (b) losses caused by the user's fault, loss of data or loss of profits or benefits.
  
  Any limitations of liability in this warranty document shall not apply to (i) death or personal injury pursuant to any mandatory law on product liability; (ii) fraud or fraudulent misrepresentation; (iii) intentional misconduct or gross negligence; (iv) or a culpable breach of major contractual obligations. A damages claim based on a breach of major contractual obligations or gross negligence will be limited to foreseeable damage typical for the sale contract concerned."
  
  The following Apple Repair Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/terms/repair/generalservice/:
  
  "1. Services and Products.
  1.1 Services. For service orders, Apple will service your Apple product as described to you for the estimated charges stated, unless such charges are revised with your prior oral or written consent. Unless otherwise stated, Apple will provide repair or replacement services to address a defect in the materials or workmanship of a product. Service is not available for issues caused by failure of or incompatibilities with any software or data residing or recorded on your product. Apple may install system software updates as part of service that will prevent your Apple product from reverting to an earlier version of the system software. Third party applications installed on your Apple product may not be compatible or work with your Apple product as a result of the system software update."
  
  "1.3 Parts and Labor. Apple may provide both parts and labor, but may direct that you replace certain readily installable parts yourself, as described below. In servicing your product, Apple may use parts or products that are comprised of new and/or previously used Apple genuine parts and have been tested and passed Apple functional requirements, subject to applicable laws. Apple will retain the replaced part or product that is exchanged during service as its property, and the replacement part or product will become your property. Replaced parts and products are generally repairable and are exchanged or repaired by Apple for value. Apple may use Apple Products or replacement parts for service that are sourced from a country that is different from the country from which the Apple Product or original parts were sourced. If applicable law requires Apple to return a replaced item to you if requested by you, you agree to pay Apple the retail cost of the replacement item and shipping."
  
  Apple records confirm the customer's AirPods Pro was purchased on December 18, 2021, and it is currently covered by the Apple One (1) Year Limited Warranty. On August 2, 2022, the AirPods Pro was exchanged per the terms and conditions of the Apple One (1) Year Limited Warranty. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty and the Apple Repair Terms and Conditions, declines the customer's return or replacement request.
  
  The customer has been in contact with Apple, regarding the issues described in the customer's submission to the Better Business Bureau. Should the customer need further assistance, the customer may follow up with Apple at the telephone number previously provided to them, or respond to the most recent email.
  
  Apple appreciates the customer providing Apple feedback regarding our products. Please be assured Apple considers all of our customers' concerns to be important. We invite the customer to visit http://www.apple.com/feedback to submit feedback on Apple products and services.
  
  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 /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In previous call response from Apple senior advisor, he said that is the final solution at Apple's end, the one full of scratches is what Apple can provide as the replacement of my original one, and he is the last person who I can talk to for the issue. I don't think it will make any sense to talk to him again. That's why I search help from the BBB.
  
  I tried to get my original charge case protected in good condition during my ownership, how can the Apple use the one full of scratches to replace it? That does not make sense.
  
  By the way, Apple did send me the new ear tips, but the size is S, which does not work for me. The size of the missing ones is M.
  
  Please check the short videos attached for the so called new replacement from Apple
  
  
  Business Response /* (4000, 9, 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.
  
  Apple's August 18, 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.)
  Obviously Apple is not willing to solve this issue, they claimed the matter is closed by themself.

• Initial Complaint

  Date:08/04/2022

  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.

  For context, I put my Mac laptop in an Apple Authorized Service Provider store (called SimplyMac). I denied repair at that store but the store went bankrupt before I could retrieve my laptop (June 10).
  
  June 23: I am notified that Apple will be taking over handling my computer.
  
  July 1: I am notified (by email) that I will receive my laptop at my home address within 1-2 days with instructions to ship it to Apple for free repair if I choose.
  
  I never received the laptop.
  
  July 6: At 5:01 p.m. I call Apple for an update. The 6th representative explains that laptops are now being sent directly to Apple for repair rather than to the customer first. I explain to him that the laptop is not backed up before repair as Apple recommends and I need physical access to the laptop to be able to recover or backup the data. He understands and personally contacts an Apple Senior Care advisor to make sure I am able to get my laptop shipped to my address first.
  
  July 7: At 10:17 I am contacted by *** who explains that they need to track down the laptop so that they can send it to me and that this will be a difficult process since it may have already been shipped to a repair facility. He informs me that he will be in touch via phone or email within the next day or so. The call lasted 4 minutes.
  
  For the next 7 days Apple is unable to find my laptop.
  
  July 15: I receive my laptop in the mail with 8 parts replaced and my data wiped, both of which were done against my will and without authorization.
  
  In summary, Apple was not supposed to have possession of my laptop in the first place, and even though I denied repair at every available chance, it was still tampered with and thus my personal data and years of work are now permanently erased. My support case has since been closed despite many more communications with
  Apple and my case worker has refused to contact me since July 15th.
  
  It is Apple's responsibility to respond to my communications and resolve this issue.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/09) */
  August 9, 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:
  
  "YOUR RESPONSIBILITIES
  IF YOUR APPLE PRODUCT IS CAPABLE OF STORING SOFTWARE PROGRAMS, DATA AND OTHER INFORMATION, YOU SHOULD MAKE PERIODIC BACKUP COPIES OF THE INFORMATION CONTAINED ON THE STORAGE MEDIA TO PROTECT THE CONTENTS AND AS A PRECAUTION AGAINST POSSIBLE OPERATIONAL FAILURES. "
  
  The following SOFTWARE LICENSE AGREEMENT FOR macOS Monterey excerpt(s) may be viewed at https://www.apple.com/legal/sla/docs/macOSMonterey.pdf:
  
  "9. Limitation of Liability. TO THE EXTENT NOT PROHIBITED BY APPLICABLE LAW, IN NO EVENT SHALL APPLE, ITS AFFILIATES, AGENTS OR PRINCIPALS BE LIABLE FOR PERSONAL INJURY, OR ANY INCIDENTAL, SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, CORRUPTION OR LOSS OF DATA, FAILURE TO TRANSMIT OR RECEIVE ANY DATA OR INFORMATION (INCLUDING WITHOUT LIMITATION COURSE INSTRUCTIONS, ASSIGNMENTS AND MATERIALS), BUSINESS INTERRUPTION OR ANY OTHER COMMERCIAL DAMAGES OR LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OR INABILITY TO USE THE APPLE SOFTWARE OR SERVICES OR ANY THIRD PARTY SOFTWARE, APPLICATIONS OR SERVICES IN CONJUNCTION WITH THE APPLE SOFTWARE OR SERVICES, HOWEVER CAUSED, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT OR OTHERWISE) AND EVEN IF APPLE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR PERSONAL INJURY, OR OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS LIMITATION MAY NOT APPLY TO YOU."
  
  We recommend our customers make periodic backup copies of the information stored on their Apple product as a precaution against possible operational failures, or unexpected loss or theft of the Apple product; these recommendations are outlined in the Apple product's associated Limited Warranty or AppleCare+ Plan documentation, available at https://www.apple.com/legal/warranty. Although Apple provides various resources and services to help customers manage, secure, and backup their data, it is the customer's responsibility to maintain an appropriate alternate backup of their information and data. Some of these resources are noted below:
  
  How to back up your iPhone, iPad, and iPod touch -- https://support.apple.com/en-us/HT203977
  Backup methods for iPhone, iPad, and iPod touch -- https://support.apple.com/en-us/HT204136
  Back up your Mac -- https://support.apple.com/mac-backup
  Back up your Apple Watch -- https://support.apple.com/en-us/HT204518
  iCloud services -- https://www.apple.com/icloud
  Set up and use iCloud Photos -- https://support.apple.com/en-us/HT204264
  What does iCloud back up? -- https://support.apple.com/en-us/HT207428
  
  While Apple empathizes with the customers situation, and understands our customers' data is invaluable to them, Apple does not provide data recovery services or compensation for lost data.
  
  Apple additionally declines the customer's request for a complimentary MacBook Pro refund.
  
  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.

• Initial Complaint

  Date:08/04/2022

  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 bought a *********** and then purchased an Apple Care subscription that would be charged yearly. I made that charge on 5/9/21. In the beginning of May 2022, I had an issue with my computer and called Apple support. I was told that they could see I had Apple Care on my computer and set up an appointment at the Apple Store. I had to reschedule the appointment several times because we had some family matters to handle. I finally went to the store today, 8/3/22, and was told that the Apple Care wasn't linked to my account and that I had to call Apple Support back. I had multiple conversations with people at Apple Support who told me that the Apple Care was on my computer, but not linked to my account. They said that the credit card that they tried to charge to renew the subscription had expired. They said since it wasn't linked to my account they couldn't notify me, so the Apple Care expired and there is nothing they can do to reinstate it. I have multiple problems with this. First, they had my email because I was sent the receipt and the Apple Care agreement. Secondly, I, as a customer, had no way of knowing that it attached to my computer but not to my account. My computer is on my account so how does that make ANY sense anyway? I also had no way of knowing that the charge didn't go through since I agreed for it to be charged yearly and they didn't notify me there was a problem. Finally, I feel like there was obviously extenuating circumstances with all of this. Good Customer service would fix this since it is not my fault I was not notified to give a different credit card number. It is unfair to just say "oh well, it expired, so there is nothing we can do." All they said I could do was to file feedback. What is that going to do? They don't even offer any other escalation. This is horrible. I was ripped off by being offered a yearly protection plan and had it conveniently taken away when they didn't notify me when there was a problem!
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/10) */
  August 10, 2022
  
  
  
  ***************************************************************
  
  *** Case #: *******
  
  
  
  Dear **********************:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following AppleCare+ for Mac excerpt(s) may be viewed at *****************************************************************************************************
  
  "1. The Plan
  This contract (the "Plan") governs the services provided by Apple under the above-mentioned plans and includes the terms in this document, your Plan Confirmation ("Plan Confirmation"), and the original sales receipt for your Plan."
  
  "2. Plan Term and Renewal
  For Annual Plans and any Fixed-Term Plan paid in installments (where available), you agree to have the credit card, debit card or other authorized payment source i.e. Apple Pay (the "Payment Source") used for your initial Plan purchase (or your first Plan payment where not otherwise paid for by a Plan Payment Provider), kept on file to automatically charge in advance of the first day of each renewal term or installment billing period (as the case may be) following your initial payment. If your Payment Source cannot be charged for any reason, and you have not otherwise made the appropriate renewal or installment payment on time, your Plan coverage will cease from the due date."
  
  Apple records confirm the AppleCare+ yearly subscription was initiated on May 9, 2021, at which point the customer received an invoice to the email address provided in the customer's submission to the **********************. The invoice included the following instruction: "Important: Complete the setup of your AppleCare+ coverage and link it to your Apple ID now <********************************", which Apple records confirm was not completed.
  
  On May 9, 2022, Apple was unable to collect the yearly payment due to the AppleCare+ coverage not being linked to the Apple ID with updated payment information, hence the Plan ceased. Apple has no record of the customer contacting Apple regarding this issue until August 3, 2022.
  
  As such, and based on the terms and conditions of AppleCare+ for Mac, Apple declines the customer's request to renew the Plan.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  Consumer Response /* (3000, 12, 2022/08/25) */
  ***Document Attached***
  I was not notified that I had to link my account when I paid for Apple Care. How would I know that I need to do this? I have the emails sent to me when I purchased Apple Care. I have looked and re-looked them over. I was NOT notified to link the account. Again, it was linked to my computer and my computer is linked to my account. And I received emails when I signed up. It seems like a scam to me. You say it isn't linked to my account so "oops we can't reach you" and cancel my apple care. Everyone in my house has been loyal Apple customers. We each have laptops********************* I have also have a waterproof ************************ I cannot believe I am being treated this way! What happened to Apple customer service? I am submitting my emails to show I was NOT told to link the account.
  
  
  Business Response /* (4000, 14, 2022/09/16) */
  September 16, 2022
  
  
  
  **********************
  ****************************************
  
  *** Case #: *******
  
  
  
  Dear **********************:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple appreciates the customer's patience while we worked towards resolving this matter.
  
  The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's AppleCare+ subscription issue.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (2000, 16, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Apple listened to my situation and helped me resolve the issue.

• Initial Complaint

  Date:08/04/2022

  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.

  The dates of the transactions were from July 17th through July 31st for the amount of $531.11. Apple allowed my minor child to spend this without any notification or permissions from me, even though I had all of their so-called fail safes in place. I submitted a claim that was denied twice and was told there was nothing that they could do even though no reason was given for the denial of my claim.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/15) */
  August 15, 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. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim. Terms related to store credit and gift cards/codes are available here: https://www.apple.com/legal/internet-services/itunes/giftcards/."
  
  "ACCOUNT
  Using our Services and accessing your Content may require an Apple ID. An Apple ID is the account you use across Apple's ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised."
  
  Apple received a chargeback from the customer's financial institution. A chargeback indicates the financial account holder initiated a dispute with their financial institution for Transactions which may be considered fraudulent or unauthorized. As a result of the chargeback, the associated Transactions were refunded, and Apple disabled the customer's account and banned the customer's payment method as a preventative measure against the possibility of additional unauthorized activity.
  
  The customer may contact Apple at ************** for assistance verifying the account holder for the Apple ID and discussing reenabling the account. The customer must also utilize an alternative payment method by following instructions in Apple Support article "Change, add, or remove Apple ID payment methods", available at https://support.apple.com/en-us/HT201266.
  
  If the customer is concerned an unauthorized person might have access to their Apple ID, Apple recommends the customer carefully review Apple Support article "If you think your Apple ID has been compromised", available at https://support.apple.com/en-us/HT204145.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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 called trying to receive help with trying to reset my password with a recovery key because I need it to download different apps and for my debits cards. I was told that I would not be able to retrieve or reset my passcode and that it would have to be locked permanently! I asked to speak to a supervisor but again to no avail was my issues address. I know that this problem can be solved however, I don't feel I was given the proper attention that I required for this situation.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/19) */
  August 19, 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.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:08/03/2022

  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 Airpods in December 2020. They haven't been working properly recently with experiencing muffled/distorted calls on the receiving end and no difference between noise cancelling on/off on my end.
  
  -I've done all the tutorials online to try and fix them myself
  -I took them to the Genius Bar and was told there was a manufacturing defect after going through a diagnostic test. (See attached Genius Bar Work Authorization - Note: 'Ran Audio Diagnostics-failures detected on both units). My understanding is that Apple is aware of this defect in manufacturing and are actively replacement the defective products. I was told that unfortunately my serial number did not qualify even though my airpods are defective. The only solution was to pay $89 for each bud to be repaired.
  -I called Apple to try and talk to a supervisor to voice my frustration but was told the same thing that the airpods are defective but there's nothing Apple can do to replace them.
  
  As you can imagine this is very frustrating to me, seeing how my airpods were purchased ~1.5 yrs ago. From my perspective this seems like a gap in customer experience and I'm very disappointed in how I'm left to deal with a clear defect in manufacturing.
  
  In what world is it okay for Apple to not be able to stand behind their products in this manner?
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/15) */
  August 15, 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/accessory-warranty-english.html:
  
  "Your Apple-branded or Beats-branded hardware product ("Product") is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase ("Warranty Period") when used in accordance with Apple's user manuals (refer to www.apple.com/support/country)"
  
  The following AirPods Pro Service Program for Sound Issues excerpt(s) may be viewed at https://support.apple.com/airpods-pro-service-program-sound-issues:
  
  " Apple has determined that a small percentage of AirPods Pro may experience sound issues. Affected units were manufactured before October 2020.
  
  An affected AirPods Pro may exhibit one or more of the following behaviors:
  Crackling or static sounds that increase in loud environments, with exercise or while talking on the phone
  Active Noise Cancellation not working as expected, such as a loss of bass sound, or an increase in background sounds, such as street or airplane noise
  
  Apple or an Apple Authorized Service Provider will service the affected AirPods Pro (left, right or both), free of charge."
  
  Apple records confirm the customer's AirPods Pro was purchased on December 15, 2020, and it was covered by the Apple One (1) Year Limited Warranty through December 14, 2021. The customer's AirPods Pro are approximately eight months outside of the Warranty Period, and is not one of the units in the program's affected range. As such, Apple declines the customer's request for a covered repair or replacement.
  
  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.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the response, however I find this to be a very standard negligible response as a result of Apple not looking into the situation in much detail.
  
  I understand that Apple provides a standard 1-year warranty on purchase. I also understand that there are a 'small percentage of airpods that may experience sound issues.' My question is how was the October 2020 cutoff determined? How are they sure none others after were affected? I don't know exactly when my airpods were manufactured, but I know I at least purchased my them in December of 2020, a short 2 months after that cutoff. Furthermore, the documentation I presented in my original claim from the genius bar shows that my airpods are experiencing the SAME exact flaws that those that were determined to be under a manufacturing flaw prior to that October 2020 cutoff.
  
  It would be one thing if I were to have damaged my airpods myself, but that isn't the case. What I'm experiencing is the result of a manufacturing flaw!
  
  I find that lack of ownership for my situation from Apple, one of the most profitable companies in the world, to be very disappointing. In what world is it okay for Apple to not stand behind their product? How is that okay for general consumers, like myself and all of us for that matter, who have invested in multiple Apple products?
  
  The above response from Apple is indicative of a company that's grown outside of it's understanding and empathy for its user and emphasis on customer satisfaction. Especially when it's in the case of a manufacturing flaw.
  
  The fact that Apple is trying to dodge ownership and responsibility on such a small claim like this seems gross and not holding them accountable lends itself to interpretation as a departure of what consumer protections should stand for.
  
  I'm happy to send my airpods in to Apple headquarters to be tested by whomever.
  
  
  Business Response /* (4000, 9, 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.
  
  Apple's August 15, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't agree with Apple's stance on this. This is a manufacturing issue and in my opinion Apple should take ownership of making the situation right by replacing the product. Especially given the time frame that it's within (1.5 yrs)

• Initial Complaint

  Date:08/03/2022

  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 sister and I shared a family account (an Apple feature) and we could share programs that were purchased through the App Store. Unfortunately I made some purchases that were supposed to charge my card on file, but instead it charged my sister. Thus far they have partially refunded the purchases but not all of them. I asked what their reasoning was for this and I could not get a straight answer.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/18) */
  August 18, 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 articles " How to share purchases with your family" available at https://support.apple.com/en-us/HT201079 ,"How to cancel a subscription from Apple", available at https://support.apple.com/en-us/HT202039, and "Request a refund for apps or content that you bought from Apple", available at https://support.apple.com/en-us/HT204084.
  
  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:08/03/2022

  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 yet to receive my downloads sale and I off my album sales and have the upc to the
  **************
  
  ***************************************************************************************
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Dear Better Business Bureau:
  
  This is a duplicate of complaint number *******; please close accordingly. The customer should follow up under original complaint number *******.
  
  Sincerely,
  
  Apple Inc.