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.

  10030 Little Patuxent Pkwy Columbia, MD 21044

• 

  Apple Computer Inc.

  10300 Little Patuxent Pkwy Ste 2025 Columbia, MD 21044

• 

  Apple Inc.

  5500 Buckeystown Pike Frederick, MD 21703-8331

• 

  Apple Inc.

  1220 Market St Lynnfield, MA 01940-4049

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:07/25/2022

  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 downloaded the game mahong it is a free game. I seen charges on my bank card from the game. I contacted the game and they said I had to contact apple because I did not receive the items from the charges and I did not make the charges. I spoke with an agent '***' last week. He said he would send it up to his bosses. I contacted apple again today and they said they would not refund and just rudely sent me their terms and agreements. But I did NOT purchase these things that total to about 192.00. Apple told me to contact the game and that was all they could do. I did not makes these purchases. I am low income and came down with covid and have been out of work. That money was for utilities and now some of my utilities are going to be shut off if I don't get this money back. Please please help me. I have screenshots of the conversations and the charges on my bank statement. Also the app shows a refund from apple for 19.99 to my bank but it was never received. And why would they refund that and not all?
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/05) */
  August 5, 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."
  
  "G. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
  Apps may offer content, services or functionality for use within such Apps ("In-App Purchases"). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases - separate from any authentication to obtain other Content - by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen minutes without re-authenticating unless you've asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: https://support.apple.com/HT201304.
  
  APP MAINTENANCE AND SUPPORT
  Apple is responsible for providing maintenance and support for Apple Apps only, or as required under applicable law. App Providers are responsible for providing maintenance and support for Third Party Apps."
  
  As described in the excerpts above, In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID.
  
  While Apple empathizes with the customer's situation, the customer is responsible for maintaining the confidentiality and security of their Apple ID. Apple is not responsible for any losses arising from the unauthorized use of the customer's Apple ID. Apple, based on the Apple Media Services Terms and Conditions, declines the customer's refund request, and recommends the customer contact the App Provider for maintenance and support of the Third Party App. The customer may also consider discontinuing the use of any Third Party App that does not meet the customer's expectations.
  
  Apple recommends the customer review Apple Support article "Request a refund for apps or content that you bought from Apple", available at https://support.apple.com/en-us/HT204084.
  
  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 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 /* (2000, 7, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/24/2022

  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 been having problems out of my phone since I got it replaced and I been to my phone company t mobile plus to apple who my warranty is under which is apple care and they refuse to repair or replace my phone also one of the employees broke my case his name is **** and manager ****** had a nasty attitude when I reported worker also **** store manager only apologized but did not want to buy the case I had on the phone another supervisor o forgot her name she said said they would send me copies of diagnosis but never did
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/26) */
  July 26, 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."
  
  The following AppleCare+ for iPhone excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/applecare/applecareplus/071520_applecareplus_us.pdf:
  
  "1. The Plan
  This contract (the "Plan") governs the services provided by Apple under the above plans and includes the terms in this document, your Plan Confirmation ("Plan Confirmation"), and the original sales receipt for your Plan"
  
  "3. What is Covered?
  3.1 Hardware Services for Defects or Consumed Battery ("Hardware Service")
  If during the Plan Term, you submit a valid claim by notifying Apple that a defect in materials and workmanship has arisen in the Covered Equipment or, in relation to Covered Equipment which uses an integrated rechargeable battery, where the capacity of the Covered Device's battery to hold an electrical charge is less than eighty percent (80%) of its original specifications, Apple will either: (i) repair the defect at no charge, using new parts or parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Equipment with a replacement product that is new or equivalent to new in performance and reliability."
  
  Apple records confirm the customer's iPhone SE was purchased on July 2, 2020, and it was covered by the Apple One (1) Year Limited Warranty through July 1, 2021. The customer's iPhone SE is approximately thirteen months outside of the Warranty Period. As such, Apple declines the customer's request for a covered repair or replacement.
  
  Apple records confirm the customer's iPhone 11 was purchased on August 4, 2020, and it is currently covered by AppleCare+ for iPhone. On July 20, 2022, an evaluation of the customer's iPhone 11 by Apple determined the unit functioned within Apple's designed product specifications. Apple, based on the terms and conditions of AppleCare+ for iPhone, declines the customer's request for a repair or replacement without confirming a hardware defect. However, we will continue to provide support for the iPhone under the Plan.
  
  iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service.
  
  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:07/24/2022

  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 am a Xfinity Subscriber with this company they offer little perks which is how I got my IPhone XXS .
  
  Two days prior I recieved and email which stated that there were Network Updates being done and was instructed to simply turn my phone off then after a few minutes return to on position , I followed the prompts and now I have been unable to use my device and I went my Xfinity Mobile which then relayed me over to Apple Support which was uneventful and to shorten the story I was sent a ticket to address the issue .
  
  
  The issue is Apple is shutting down Models XXS to force people to purchase new models as a consumer I should not be forced to spend more for another version of the same model and I am completely indifferent towards apple and it's support team not doing enough to put my phone back to normal.
  
  It's Unacceptable
  
  And Unprofessional to a Consumer.
  
  
  ***********
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/05) */
  August 5, 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."
  
  Apple records confirm the customer's iPhone XS Max was purchased on September 26, 2018, and it was covered by the Apple One (1) Year Limited Warranty through September 26, 2019. The customer's iPhone XS Max is approximately thirty-four months outside of the Warranty Period. 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 considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/24/2022

  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.

  Dec-2020 I purchased a pair of Airpod pros from a authorized dealer, by March 2021 I began to experience a loud piercing noise in the left airpod, I eventually stop using the left and began to use the right. I went to Apple store located in Manhattan Village by April 2021 to have the Airpods looked at. I was advised there's something wrong with them and both were replaced I was told to keep the same case. I still experienced some problems but just assumed that is how the AirPods are considering I never had a pair. November 2021 I called to and an advisor told me that I would have to send my AirPods in to be serviced or take them to a store during this time I was not near a Apple store and closest one to me Brea,Ca was closed due to pandemic. I suffered with these AirPods until I called to speak with another advisor that stated my warranty had expired. The problems I experienced was loud background noise everyone spoke with complained about it, also there was a static sound and AirPods would disconnect from my phone. Due to frustration I purchased a new pair from Verizon Wireless February 2022 this pair has been replaced also due to noise cancelation not working. I found out as of recently that Apple is replacing AirPods that were manufactured before 10/2020 clearly my first that I'm having the same problem with was manufactured during that time frame. Although Apple current program to replace AirPods seems to be up and running I was advised by over the phone reps and Genius Bar reps I must pay due to expired warranty. They were replaced in by Apple which should've have extended the warranty. Instead I'm being told to pay 178.00 to repair or I'm stuck with a worthless pair of earbuds that I didn't not damage. I have been brand loyal to Apple - I have had an iPhone since the 1st came out, I have multiple Apple products and yet after seeing that I purchased a new pair of AirPods in February no one took the time to advise me of the replacement program. I want them repla
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/26) */
  July 26, 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 parts that are equivalent to new in performance and reliability, (2) exchange the Product with a product with equivalent functionality formed from new and/or previously used parts that are equivalent to new in performance and reliability or with your consent, a product that is at least functionally equivalent to the product it replaces, 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 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."
  
  Apple records confirm the customer's AirPods Pro were purchased on November 23, 2020, and they were covered by the Apple One (1) Year Limited Warranty through November 22, 2021. The customer's AirPods Pro are approximately eight months outside of the Warranty Period, and they were not manufactured before October 2020. As such, Apple declines the customer's request for a covered repair or replacement.
  
  AirPods service information and pricing is available at https://support.apple.com/airpods/repair/service.
  
  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, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's apparent that the earbuds were manufactured before 10/2020 if I purchased them in November 2020. Clearly I couldn't purchase something that was manufactured during the same month. It's has to be assembled, packaged, shipped and sold. The earbuds were replaced by Apple due to some issue and the warrant did not extend on the replacement. I will no longer support nor use Apple products. I currently own 2 iPads, 2 apple pencils, 2 apple boxes, 2 AirPod pros, 3 iPhones. This has been an awful experience to be made to pay for an item that was damaged in production or with faulty hardware supplied by the company. After paying 299 for the 1st Airpods and 299 for the 2nd pair within 2 years Apple should've have within good faith replaced the Airpods.
  Warranty's should also extend to AirPods that are replaced.
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  August 5, 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 July 26, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/24/2022

  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 am trying to buy Apple+ protection plan for my new Macbook Air M2. On the day that I preordered the laptop, the protection plan with education discount was $183. I was told that I could buy this plan at a later date (within 30 days of purchase of the laptop) so decided to wait to make sure that I would keep the laptop. I attempted to buy the plan about 1 week later (a few days after I received my laptop) and the education discount still showed online. However, the employees would not sell it to me for that when I called because they stated the education price showed to them was $209. I showed them screenshots from their own official site showing $183. I spoke to FIVE Apple employees and nobody could figure out how to change it to the correct price. One employee stated they would contact me Saturday (yesterday) with an update. The update was that he still does not know how to offer it at the correct education discount of $183. This is a tech company so their tech employees should know how to fix the price so that I can get this as promised.
  

  Business Response

  Date: 08/09/2022

  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 appreciates the customer's patience while we worked towards resolving this matter.
  
  The customer has been in contact with Apple, and was supported in purchasing AppleCare+ for Mac at the requested education pricing.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/23/2022

  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.

  Apple has inexplicably locked my iTunes and App Store account with no warning or explanation. I have 15 years worth of purchased applications, music, movies, and subscriptions with Apple all of which are now forfeit and basically stolen by Apple - not to mention I have lost access to funds in my Apple account which are now inaccessible. I have called Apple and nobody can tell me anything about why my account was locked, nor can they unlock my account. They simply tell me there is nothing I can do except open a new account. So, Apple's official stance is that they will gladly allow me to continue to do business with them, but that I will have to repurchase everything I have already paid for over the past 15 years. This is nothing but criminal to steal all of my purchases and tell me to purchase them again.
  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/27) */
  July 27, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  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 Apple ID issue.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (2000, 7, 2022/07/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Apple did reach out to me and resolve this complaint to my satisfaction. I appreciate their remediation, but just wish it wasn't so hard to achieve through normal customer service channels.

• Initial Complaint

  Date:07/23/2022

  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 apple account ******************* was disabled by apple, according to them I violated the apple gift card user condition. However I purchased this apple gift card at local apple Store with all the invoices, I don't know what exactly term I violated. I need apple to provide evidence to prove how and where I violated the apple user agreement. If I truly violated this is my problem I won't have any complaints. I need apple to give me a explanation
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 8, 2022/08/10) */
  August 10, 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/."
  
  "L. MISCELLANEOUS TERMS APPLICABLE TO ALL SERVICES
  TERMINATION AND SUSPENSION OF SERVICES
  If you fail, or Apple suspects that you have failed, to comply with any of the provisions of this Agreement, Apple may, without notice to you: (i) terminate this Agreement and/or your Apple ID, and you will remain liable for all amounts due under your Apple ID up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.
  
  Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights."
  
  Apple confirms repeated activity in non-compliance with the Apple Media Services Terms and Conditions occurred on the customer's Apple ID. As such, Apple terminated the Apple ID, and declines the customer's request to reenable the Apple ID.
  
  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 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:07/23/2022

  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.

  Apple iPhone. Battery stopped charging. Stopped hearing calling party during phone calls. Calling party could not hear me as well. Went to Apple store on 7/21. They looked over the phone and took notes. Set a service appointment for next day. Went there today. Service representative **** just looked at phone and said it does not appear to have a problem Offered to diagnose only battery. I insisted to diagnose call sound issue as well. Asked for manager. Manager ***** came and just wrote his name on card. Then asked **** if he wanted to proceed. **** claimed both his tests failed. I asked to speak with the manager again. Was told there was none. The representative next to **** said i was "out of luck". When i said i will not pay for a phone that is still under warranty they said the appointment was over. My phones warranty ends September 2022. I should not have to pay to fix/ replace my phone. Still in warranty.
  
  iPhone 13 Pro
  Serial Number: **********
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */
  August 5, 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."
  
  Apple records confirm the customer's iPhone 13 Pro was purchased on September 25, 2021, and it is currently covered by the Apple One (1) Year Limited Warranty. On July 22, 2022, the customer contacted Apple South Coast Plaza to resolve a technical issue with the iPhone. While Apple offered all available service options, the customer declined. 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.
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple South Coast Plaza. Please be assured this matter has been forwarded to the appropriate individuals.
  
  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:07/23/2022

  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.

  rude and they changed my card for 365 but they tellme it free for me but apple changed it anyway they call me name
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 8, 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 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/."
  
  "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 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:07/22/2022

  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.

  Apple Has Deleted All My Saved Passwords , And Now Their Saying They Cant Assist Me With This Issue
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 8, 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/ios-warranty-document-us.html:
  
  "YOUR RESPONSIBILITIES
  YOU SHOULD MAKE PERIODIC BACKUP COPIES OF THE INFORMATION CONTAINED ON THE APPLE PRODUCT STORAGE MEDIA TO PROTECT THE CONTENTS AND AS A PRECAUTION AGAINST POSSIBLE OPERATIONAL FAILURES."
  
  The following Apple iOS and iPadOS Software License Agreement excerpt(s) may be viewed at https://www.apple.com/legal/sla/docs/iOS15_iPadOS15.pdf:
  
  "8. 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 (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 AND 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."
  
  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:
  
  Set up iCloud Keychain-- https://support.apple.com/en-us/HT204085
  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.
  
  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.