Business Profile
Home Electronics
Apple Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Apple Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9,720 total complaints in the last 3 years.
- 3,481 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/03/2022
Type:Service or Repair IssuesStatus: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.
Tmobile store in howard beach sold me an iphone 13 pro max charger block from APPLE that did not work. I paid $20 for the iphone block that was "required" because apple no longer supplies it. I want them to mail me a new charger block. Apple is selling defective itemsBusiness Response
Date: 08/23/2022
Business Response /* (1000, 5, 2022/08/08) */
August 8, 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 Accessory 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."
The following 'What's in the Box' section of the iPhone 13 Pro Max product page may be viewed at https://www.apple.com/shop/buy-iphone/iphone-13-pro:
"As part of our efforts to reach carbon neutrality by 2030
We encourage you to reuse your current USBA to Lightning cables, power adapters, and headphones, which are compatible with these iPhone models. But if you need any new Apple power adapters or headphones, they are available for purchase."
In addition to the online product description noted above, the physical box confirms the iPhone and USB-C to Lightning cable are included, and the power adapter and headphones are sold separately. The included USBC to Lightning cable is compatible with many USBC power adapters and computer ports, and many prior-generation (USB-A) power adapters and cables may be used to charge current iPhone models.
The following Apple Authorized U.S. and Canada Reseller Return and Refund Policy excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/sales-policies/reseller.html:
"Apple Authorized U.S. and Canada resellers have established their own return and refund policies. When you purchase Apple products from our authorized resellers, you must carefully follow their sales and return policies."
Apple-branded accessories are covered by the Apple One (1) Year Limited Warranty Accessory. If the customer requires service, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
The customer may alternatively contact the Apple Authorized reseller to discuss the Apple Authorized reseller's return and refund policy as it relates to the accessory the customer purchased from the Apple Authorized reseller.
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 considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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 had beats flex earphones from Apple. It had some technical issues (not charging and not connecting to my iPhone). On June 22nd I delivered it to Apple service centre in Newmarket Ontario. Repair ID: **********. Since June 23rd, I received no emails to pick up my replacement device! Despite all my communications with the customer service since that date, there is nothing new so far. I filed many complaints like Case ID: ************ and Case ID: ************ but in vain.
I would like to have the replacement asap or refund as it was under full warranty. I tried to call the service centre many times, but they don't respond (+30 minutes on hold). It is 45 minutes away by car, and I can't waste money and time going there without a confirmation. Even today I contacted Apple's advisor but no resolution.
Wish you can help me to resolve this issue.
Thank youBusiness Response
Date: 08/18/2022
Business Response /* (1000, 6, 2022/08/15) */
August 15, 2022
Better Business Bureau
****************************************
BBB Case #: *******
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The customer has been in contact with Apple, and a satisfactory resolution was achieved regarding the customer's Beats Flex issue.
Apple considers this matter closed.
Sincerely,
Apple Inc.
Consumer Response /* (2000, 8, 2022/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the replacement of my damaged device. Thank you very much.Initial Complaint
Date:08/03/2022
Type:Customer Service IssuesStatus: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.
case ID is 1*********** the technicians at the store dropped my Macbook so I think Apple Store is fault cause problem with my laptop because I went to Apple Store and they were check my laptop then drop floor and I asked them to replace and they refuse because they said my computer is good. Which is on May 14th 2022 at Apple *******************************************. I would like to replace brand new laptop for their actionsBusiness Response
Date: 09/23/2022
Business Response /* (1000, 5, 2022/08/18) */
18 August 2022
**********************
****************************************
Case# *******
Dear **********************:
Thank you for your recent correspondence to the executive offices of Apple.
The customer associated with the above-referenced case has been contacted by Apple.
Apple strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. We have escalated the customer's concerns and they were encouraged to contact us directly with any questions or issues.
Sincerely,
Apple Online Store Executive Relations
Apple
Consumer Response /* (3000, 7, 2022/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disagree because they are fault to drop my MacBook on the floor and refuse to replacement his name is ********
Business Response /* (4000, 9, 2022/08/30) */
30 August 2022
**********************
****************************************
Case# *******
Dear **********************:
Thank you for your recent correspondence to the executive offices of Apple.
The customer associated with the above-referenced case has been contacted by Apple.
Apple strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. We have escalated the customer's concerns and they were encouraged to contact us directly with any questions or issues.
Sincerely,
Apple Online Store Executive Relations
AppleInitial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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.
This has to do with our listing on Apple Maps, which DuckDuckGo uses. Both our regular and potential customers have called to inform us that something was wrong after they used the DuckDuckGo search engine.
On August 2, 2022, I contacted Apple Business Register on behalf of my employer, Dave's Carpet (Skowron, Inc.). Our map location at ************************************************ had been hijacked by an unknown entity, and showed us as closed except on Wednesdays and Sundays. For an unknown amount of time, there was also a phone number that is not ours. Someone had also hijacked our Inglewood location by putting a different phone number on it, and stealing our carpet cleaning bookings. I created an Apple online account so that I could remedy the situation. I was able to claim the Inglewood location (********************************), but found to my surprise that the ******** location was actually "unclaimed" by Apple on the very same day. So I initiated the process to reclaim that location. It is clearly a residence, but we dispatch vans from there as well as receive pickups and deliveries from customers wanting their textiles cleaned. Even if were not conducting business at that address, most of our customers are within a 20-mile radius of it. Advertising with our Inglewood location alone cuts out a significant portion of our business, and our lack of phone calls shows that. The customer service response from Apple was not satisfactory. Not only did they refuse to consider our reclaiming of the map location, but they were condescending. "Should your business ever transition to meet our listing requirements," we could contact them again with the required paperwork. This has significantly cut into our sales, while our competitors who do not reside or work at an address in Pacific Palisades, yet via some kind of disguised P.O. box, have map listings. I suggest that Apple Maps do what Google maps does, and keep us in the search, w/o a map pin. Phone bill attachedBusiness 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.
Apple has communicated with the customer and provided the requirements for being listed on Apple Maps. Should the customer meet the requirements, they may follow up with Apple Maps support by signing into https://register.apple.com/placesonmaps.
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 considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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 son has a iphone13. It was bought in December and still has 1 year of warranty. IPhone13 has an IP rating of IP68 which conforms to ********. This states that the phone is proven to be resistant upto 1.5 m of fresh water and upto 30 minutes.
The iphone13 that my son had accidently fell into the water. The phone had an Otto cover which is one of the besr covers made in the industry. We retrieved it immediately, dried it as according to the advice given by apple support and turned it back on. The phone started working fine. He started charging it and everything was fine for 2 days until suddenly he started seeing horizontal lines. We decided to switch off the phone and turn it back on. When we did that, the phone never turned back on at all.
We took it to the store and the store said that this cannot be covered under warranty since it had water damage and recommended to try it under consumer law.
If Apple iphone13 is rated for IP68, then how did the water get in? Why did the phone work for 2 days and then die? This shows that the phone has been of inferior quality and any amount of cover or rating doesn't make this better.
I want a new replacement for this phone. This is a manufacturing defect that has come to light by chance and also falls under the consumer law.
GPS data, where is my phone app data is all in the phone and can be retrieved by Apple Support but they have refused to help us in this matter and asked us to contact BBB.
Thank you
BR
****************Business Response
Date: 09/09/2022
Business Response /* (1000, 5, 2022/08/08) */
August 8, 2022
Better Business Bureau
****************************************
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/ios-warranty-document-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 iPhone, iPad, iPod, Apple TV or HomePod hardware product and the 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."
"WHAT IS NOT COVERED BY THIS WARRANTY?
This Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (c) to damage caused by use with a third party component or product that does not meet the Apple Product's specifications (Apple Product specifications are available at www.apple.com under the technical specifications for each product and also available in stores); (d) to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause"
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 iPhone 13 was purchased on December 23, 2021, and it is currently covered by the Apple One (1) Year Limited Warranty. On August 3, 2022, a careful examination of the iPhone by Apple revealed liquid damage, which Apple does not attribute to a manufacturer's defect. This issue is the result of an accident, abuse, misuse, liquid contact, or other external cause. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer's request for a covered repair or replacement.
iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service.
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.
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, 2022/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response talks nothing about the violation of IP68 certification from Apple but copy/pastes the warranty information. I am talking here about consumer law which Apple states that iPhone 13 is IP68 certified. Why was IP68 certification violated? If it was, it is a manufacturer's defect that has to be rectified.
Kindly pertain to the discussion about IP68 and not talk about warranty. I am not sure Apple has even read my initial message properly and i do consider this as a time wasting manuever.
Business Response /* (4000, 9, 2022/08/16) */
August 16, 2022
Better Business Bureau
****************************************
BBB Case #: *******
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
Apple's August 8, 2022, response to the Better Business Bureau remains unchanged.
Apple considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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.
In July 2021, I went to Apple store in UVillage to fix my iphone 11's screen which was broken. Then in Dec, I went to a hot springs with my phone. When i came back to the hotel, the display started flashing with lots of horizontal lines. I tried to dry the water out and it worked for a little while. Then it was completely dark. I went back to the store and i was told by the store manager that the 11 phone was not water resistant or repellent. Basically what he said was you couldn't get close to water. I had iphone 6, 6plus, XR and i have taken each and everyone to a hot spring to take pictures (the same way: the phone never got into the water). And none of them had water leaking problem. My friend had iphone 7 during the same time. She also took pictures with her phone and even her phone was safe from water. I had to throw away the phone which was only 14 months old. The only difference between my iphone 11 and the other phones was that the iphone 11 had screen fix. (I had video taped the conversation and he was just ** all the time)Business Response
Date: 09/08/2022
Business Response /* (1000, 5, 2022/08/05) */
August 5, 2022
Better Business Bureau
****************************************
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/ios-warranty-document-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 iPhone, iPad, iPod, Apple TV or HomePod hardware product and the 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."
"WHAT IS NOT COVERED BY THIS WARRANTY?
This Warranty does not apply to any non-Apple branded hardware products or any software, even if packaged or sold with Apple hardware. Manufacturers, suppliers, or publishers, other than Apple, may provide their own warranties to you - please contact them for further information. Software distributed by Apple with or without the Apple brand (including, but not limited to system software) is not covered by this Warranty. Please refer to the licensing agreement accompanying the software for details of your rights with respect to its use. Apple does not warrant that the operation of the Apple Product will be uninterrupted or error-free. Apple is not responsible for damage arising from failure to follow instructions relating to the Apple Product's use."
The following Apple Inc. Repair Terms & Conditions excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/terms/repair/retailservice.html:
"1. Apple will service your product as described and for the charges shown on the Work Authorization plus any applicable tax. Apple may restrict service to one (1) product per customer during your visit to the Apple Retail Store. When the service is covered by Apple's warranty, extended service contract or consumer warranty law, those terms or applicable law will apply."
"6. Apple warrants for a period of ninety (90) days from the date of service (1) that service will be performed in a competent and workmanlike manner and (2) that all parts used to service your product will be free from defects in materials and workmanship, unless otherwise specified by Apple. Apple further warrants to the extent permitted by law, that batteries installed as part of Apple's battery replacement service for Apple portable Mac computers will be free from defects in materials and workmanship for one (1) year from the date of service. The foregoing warranty is an express limited warranty and in the event of breach, Apple will either (i) re-perform the service, (ii) repair or replace the part, or (iii) refund the cost of the service provided."
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 iPhone 11 was purchased on October 15, 2020, and it was covered by the Apple One (1) Year Limited Warranty through October 15, 2021. On July 9, 2021, a careful examination of the iPhone by Apple revealed a cracked display, which Apple does not attribute to a manufacturer's defect. This issue is the result of an accident, abuse, misuse, or other external cause. As such, Apple provided a service replacement via out-of-warranty service in the amount of $199.00 plus $20.90 tax. The customer's iPhone 11 is approximately nine months outside of the Warranty Period. 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 refund request.
iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service.
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.
Consumer Response /* (3000, 7, 2022/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Right after their careful examination and replacement of the display my phone had problem. I used it to take picture at hot springs before and no water got inside. After the replacement it was just became trash?
Business Response /* (4000, 9, 2022/08/15) */
August 15, 2022
Better Business Bureau
****************************************
BBB Case #: *******
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
Apple's August 5, 2022, response to the Better Business Bureau remains unchanged.
Apple considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:08/02/2022
Type:Customer Service IssuesStatus: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 received confirmation of my renewal of a purchase on Paypal for a subscription to iMusic Membership. I never had this membership, never use PayPal, yet they confirmed completion of the purchase for $82.70 july 19, 2022. INVOICE **********************************y 19 is also the deadline date given to cancel the order. It is impossible to reach the phone number provided. It rings and then goes into a busy signal. I tried to email, but it was returned as undeliverable.Business Response
Date: 08/19/2022
Business Response /* (1000, 5, 2022/08/04) */
August 4, 2022
Better Business Bureau
****************************************
BBB Case #: *******
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
Apple has no record of an interaction with this consumer based on the contact information the consumer provided to the Better Business Bureau. Apple records confirm the customer does not have an Apple Music subscription.
While browsing the web, if you see a message that your iPhone, Mac, or other Apple device has a virus, or someone claiming to be from Apple calls and asks for your account name and password, you're likely the target of a scam.
Scammers use any means they can, including fake emails, pop-up ads, text messages, phone calls from spoofed numbers
Apple Support phone numbers can be found in Apple Support article "Contact Apple for support and service", available at https://support.apple.com/en-us/HT201232.
Apple recommends the customer review Apple Support articles "Recognize and avoid phishing messages, phony support calls, and other scams", available at https://support.apple.com/en-us/HT204759, and "Identify legitimate emails from the App Store or iTunes Store", available at https://support.apple.com/en-us/HT201679. Additionally, the FTC Blog "Did someone tell you to pay with gift cards? It's a scam", is available for review at https://www.consumer.ftc.gov/blog/2020/09/did-someone-tell-you-pay-gift-cards-its-scam.
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:08/02/2022
Type:Service or Repair IssuesStatus: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.
My daughter and I have been trying since march 2022 to get them to honor their AppleCare service. We have been told for 6 months that a replacement will be sent but every week we get the run around. We paid a lot of money for the warranty and they told us since it can not be repaired they would ship a replacement to us. Every week they have no answer or idea when they will send one. It is case # ************* We now have to buy a new one as they ignore our requests. At the least we asked to refund the $250 we paid for AppleCare and they refuse that too. Please help get them to honor their product!!!Business Response
Date: 08/26/2022
Business Response /* (1000, 8, 2022/08/24) */
August 24, 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 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 MacBook Air issue.
Apple considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:08/02/2022
Type:Service or Repair IssuesStatus: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.
In the month of January 2022, I became an A T & T customer by porting my iPhones 12 Pro Max in exchange.
An upgrade of the iPhone 13 Pro Max from the AT & T company. The iPhone 13 Pro Max was shipped to me
home by AT & T company. The iPhone 13 Pro Max is indeed an apple product but I did not purchase the
cellphone from Apple. I do realize this is an apple product. The iPhone 13 Pro Max was shipped to my home
by the company that I now have poor cellphone service A T& T wireless. I am imploring the Better Business
Service to investigate the contracts between AT & T with Apple to determine how I can get a new iPhone
13 Phone Pro Max from Apple's warehouse to my front door. Apple is stating that since I received the cell
phone from A T & T that this company should replace my iPhone and because it is Apple at the responsible
to replace my new cellphone. But the iPhone 13 Pro Max is sold at A T& T I am caught in the middle while
I wait for action from either company, I have poor cellphone service. Would you assist me in getting a new
cellphone?
Sincerely,
***************************
************
?
replacement cellphone iPhone 13 Pro MaxBusiness Response
Date: 08/19/2022
Business Response /* (1000, 5, 2022/08/04) */
August 4, 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/ios-warranty-document-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 iPhone, iPad, iPod, Apple TV or HomePod hardware product and the 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."
"WHAT WILL APPLE DO IN THE EVENT THE WARRANTY IS BREACHED?
If during the Warranty Period you submit a claim to Apple or an AASP in accordance with this warranty, Apple will, at its option:
(i) repair the Apple Product using new or previously used Apple genuine parts that have been tested and passed Apple functional requirements,
(ii) replace the Apple 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
(iii) exchange the Apple Product for a refund of your purchase price."
"HOW TO OBTAIN WARRANTY SERVICE?
Please access and review the online help resources described below before seeking warranty service. If the Apple Product is still not functioning properly after making use of these resources, please contact an Apple representative or, if applicable, an Apple owned retail store ("Apple Retail") or AASP, using the information provided below. An Apple representative or AASP will help determine whether your Apple Product requires service and, if it does, will inform you how Apple will provide it. When contacting Apple via telephone, other charges may apply depending on your location."
"WARRANTY SERVICE OPTIONS
Apple will provide warranty service through one or more of the following options:
(i) Carry-in service. You may return your Apple Product to an Apple Retail or AASP location offering carry-in service. Service will be performed at the location, or Apple Retail or an AASP may send your Apple Product to an Apple Repair Service ("ARS") location to be serviced. Once you are notified that service is complete, you will retrieve the Apple Product from the Apple Retail or AASP location without delay unless Apple notifies you that the Apple Product will be sent directly to your location from the ARS location.
(ii) Mail-in service. If Apple determines that your Apple Product is eligible for mail-in service, Apple will send you prepaid waybills and if applicable, packaging material and instructions on how to properly pack and address your Apple product, so that you may ship your Apple Product to an ARS or AASP location. Instructions may be sent to you via email or in hard copy with the packaging material. Once service is complete, the ARS or AASP location will return the Apple Product to you. Apple will pay for shipping to and from your location if all instructions regarding the method of packaging and shipping the Apple Product are followed.
(iii) Do-it-yourself (DIY) parts service. DIY parts service allows you to service your own Apple Product. If DIY parts service is available in the circumstances, the following process will apply.
(a) Service where Apple requires return of the replaced Apple Product or part. Apple may require a credit card authorization as security for the retail price of the replacement Apple Product or part and applicable shipping costs. If you are unable to provide credit card authorization, DIY parts service may not be available to you and Apple will offer alternative arrangements for service. Apple will ship a replacement Apple Product or part to you with installation instructions, if applicable, and any requirements for the return of the replaced Apple Product or part. If you follow the instructions, Apple will cancel the credit card authorization, so you will not be charged for the Apple Product or part and shipping to and from your location. If you fail to return the replaced Apple Product or part as instructed or return a replaced Apple Product or part that is ineligible for service, Apple will charge your credit card for the authorized amount."
The following Apple Authorized U.S. and Canada Reseller Return and Refund Policy excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/sales-policies/reseller.html:
"Apple Authorized U.S. and Canada resellers have established their own return and refund policies. When you purchase Apple products from our authorized resellers, you must carefully follow their sales and return policies."
Apple records confirm the customer's iPhone 13 Pro Max was purchased on January 22, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. The customer contacted Apple on multiple occasions between June 19, 2022, and July 18, 2022, to resolve a technical issue with the iPhone. While Apple offered technical support and troubleshooting steps to resolve the issue, including all available service options, the customer declined. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty and Apple Authorized U.S. and Canada Reseller Return and Refund Policy, declines the customer's request for a new product replacement, and recommends the customer contact the Apple Authorized reseller to discuss the Apple Authorized reseller's return and refund policy as it relates to the iPhone the customer purchased from the Apple Authorized reseller.
Apple will continue to provide support for the iPhone under the Warranty, and invites the customer to follow up with Apple should the customer wish to proceed with one of Apple's available service options.
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 considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:08/02/2022
Type:Service or Repair IssuesStatus: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 pay for AppleCare+ Theft And Loss, went to have my phone serviced. At the Mall Of New Hampshire in Manchester New Hampshire. They broke part of my device. Couldn't open my device due to there own damage. Than claimed my phone was out of warranty repair due to "suspected tampering". When they have no way of telling such things as they themselves admitted they could not open my device. I have attempted resolutions via chat, email, phonecall MULTIPLE times and they say that there is nothing they can do. They can not get a second opinion, or anything resolved for me. They lied outright, and now are refusing to do the services that I paid for out of their own neglect.Business Response
Date: 09/08/2022
Business Response /* (1000, 5, 2022/08/15) */
August 15, 2022
Better Business Bureau
***************************************************************
Dear Better Business Bureau:
Thank you for your recent correspondence to the executive offices of Apple.
Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance.
Should the customer need additional assistance, Apple has invited them to contact us directly.
Sincerely,
Apple Retail Executive Relations
Consumer Response /* (3000, 7, 2022/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contacted by the Apple Retail Executive Relations, he asked for my problem, and informed me he would investigate. Not before very clearly stating he "may" have to affirm the decision of the Apple Store in Manchester NH. After a few days we connected again, to which he said there is nothing they could do, he affirms the stores decision. I offered the ability to inspect my device, because the whole ordeal is based upon the Manager at Manchester NH Apple's store claiming there are "signs of tampering" with my device. As a phone service technician, I know how easily verifiable it is to check my device for original parts. But the executive claimed "we cannot offer that". He cannot offer the ability to verify a false claim? Essentially this location in Manchester NH damaged my device during attempted service, than tried to pass the blame unto me, and have now blacklisted my device from any warranty/insurance services. Blatant lying, with no path to resolution. If they could not open my device for repair, how can they come to the conclusion the device is "tampered"? To which I know for a one hundred percent fact my device is not modified or altered in any way. minus the damage the technician did to my device. Deceptive, unfair, and blatant lying of employees, with no checks or balances to ensure that they tell the truth and own up to their mistakes. No resolution was offered, they did not offer me to reach out directly they said "there is nothing we can offer". Zero effort put in by the business. They have my money and that's all they care about, and will lie through their teeth to make sure they keep it and save face.
Business Response /* (4000, 9, 2022/08/23) */
August 23, 2022
Better Business Bureau
***************************************************************
Dear Better Business Bureau:
Thank you for your recent correspondence to the executive offices of Apple.
Per our response on August 15, 2022, Apple's position remains unchanged.
Should the customer need assistance on a separate issue, Apple has invited them to contact us directly.
Sincerely,
Apple Retail Executive Relations
Consumer Response /* (4200, 11, 2022/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not changing your position, in the presence of facts and verifiable information is literally the definition of unfair business practice. This entire ordeal of gaslighting a consumer to thinking your bad, unfair, and possibly illegal actions is their fault is appalling. I paid for a service, did nothing to break my terms of service, your technician damaged my device, you attempt to gaslight me into believing it was my fault not knowing I'm a phone service technician myself so I know what is true and verifiable and that I know what does and does not void warranty. And you go to great lengths to cover it up. Absolutely abhorrent, illegal, unethical practice that needs to be rectified and those involved need to be dealt with accordingly. You cannot claim a phone has been modified without even opening the device, it's literally impossible. Also Apple devices update themselves when parts are changed. Which mine has not and can be clearly seen in my device settings and serial numbers. I refuse to back down in the presence of my one hundred percent guarantee of being right, you just refuse to allow me to prove it.
Apple Inc. is NOT a BBB Accredited Business.
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