Complaints

This profile includes complaints for Apple Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Inc.

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

• 

  Apple

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

• 

  Apple Computer Inc.

  86 Annapolis Mall Annapolis, MD 21401

• 

  The Apple Store - Crossgates

  1 Crossgates Mall Rd Albany, NY 12203-5367

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:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Apple Watch with the optional extended warranty from Apple care plus which I pay monthly for. The company guarantees the watch from mechanical issues for one year and extends that warranty as long as you pay the monthly fee. I pay the fee every month. My original watch the screen stopped working every time you touch the screen it shut the screen off. I waited hours at the Apple store for them to send the watch in for replacement. I received the watch back not fixed. I spent more hours at the Apple store for them to say they would simply only be able to send it back to the same repair center that sent me the broken watch back. They sent it back to the repair center and they sent me back a "refurbished" watch that the batter died within an hour of removing it from the charger. Apple refuses to perform a repair on the watch and keeps sending me watches that do not work. The warranty claim needs to be discontinued if the company outright refused to warranty their products. I will post as many negative reviews of this product as possible. I have every Apple product Apple makes and I will transition to Samsung who actually follows through on their warranty claims. Apple clearly utilized warranty claims to get people to purchase their products. I do not wish to continue spending hours at the store. So far with phone calls and wait time at the Apple stores I've spent almost 16 hours trying to get a warranty repair simply to continue receiving defective products and an outright refusal to repair the watch.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/01) */
  August 1, 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/warranty-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("Apple") warrants the Apple-branded hardware product and Apple-branded accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  "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."
  
  Apple records confirm the customer's Apple Watch was purchased on April 22, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. The customer's Watch was exchanged on July 20, 2022, per the terms and conditions of the Apple One (1) Year Limited Warranty. On July 21, 2022, the customer contacted Apple reporting technical issues with the replacement Watch. While Apple offered technical support and troubleshooting steps to resolve the issue, the customer declined. Apple also offered all available service options, however, the customer declined. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer's refund request. However, we will continue to provide support for the Watch under the Warranty.
  
  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.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not one time did I decline anything. Apple sent me my watch "replacement" back as the very same watch. That is NOT a replacement. When I spoke with the rep. They told me that the watch software was updated. Yet the issue persisted. I followed all "troubleshooting steps" the support techs gave me. Every one. So I'd love to understand d how that is declining. This company clearly has no issues lying. I will never purchase apple products again and will do everything I can to help others not make the same mistake I did.
  
  
  Business Response /* (4000, 9, 2022/08/10) */
  August 10, 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 1, 2022, response to the Better Business Bureau remains unchanged.
  
  Further, Apple recommends the customer check the replacement Apple Watch serial number, which will confirm it is not the original Apple Watch. Alternatively, the customer may review the customer's initial Better Business Bureau complaint, in which the customer acknowledges having received a replacement.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The responder from Apple is not correct. If the responder actually reviewed the history the responder would see that the initial watch I sent them. Was retuned with absolutely nothing done more than a software update. The exact same watch was returned to me with no repair done. The responder is mistaken. Once I received the VERY SAME WATCH IN RETURN. they finally offered to replace the watch. And they sent me a different watch. After countless phone calls and countless messages. You will have to battle with this company to get them to do what they say they will do. And then when you state facts as I have in this case. They will make more false claims that they did in fact send a different watch the first time. Which is absolutely false. The replacement watch they sent me has a battery that would last an hour at best. I bought a brand new watch. And received a replacement that had a battery that didn't stay on for more than an hour. That's "comparable" absolutely not. They state they will replace. And when they FINALLY do. It's in worse condition than what you bought.

• Initial Complaint

  Date:07/20/2022

  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.

  My new Apple phone malfunctioned. Approx 4 months old. Apple refused to honor 1 year warranty even though there different employees, one being a manager acknowledged it was an issue under warranty. They said clearly an issue with the software error 4013. No external or liquid damage. I had to pay $175 deductible to carrier insurance for replacement. Apple's cost me 4 hours of time, 2 hour round trip to store, and a week waiting on mail in service. And multiple conversations with customer service. All but 1 agreed it was there issue. Had to use personal insurance to cover before claim window closed. Apple refuses to contact me regarding the issue dispitre multiple request.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/02) */
  August 2, 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:
  
  "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."
  
  Apple records confirm the customer's iPhone 12 was purchased on March 4, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. On July 11, 21022, a careful examination of the iPhone 12 by Apple revealed a display damage, which Apple does not attribute to a manufacturer's defect. This issue is the result of damage caused by accident, abuse, misuse, 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 product refund or covered repair.
  
  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.
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple Support and Apple Galleria Dallas. Please be assured this matter has been forwarded to the appropriate individuals.
  
  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, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First you don't stand behind your warranty, now you're hiding behind it. The language in the warranty was never in dispute. The visual inspector at the Apple mail and Station made a mistake. The phone was not damaged it was only dirty the screen came completely clean. Three Apple employees from the store tested the phone twice and verified it was an internal issue but because of the mistake it was documented as noted above nobody can do anything about it. I expect no less from you as well. You've done everything you can to deny me this claim l, you've gone above and beyond to fiail me on this one. Thanks for nothing.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  August 11, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:*********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's August 2, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (2000, 11, 2022/08/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Apple clearly has no interest in honoring their warranty. Warranty only works at their discretion. So this is a complete waste of time.

• Initial Complaint

  Date:07/20/2022

  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.

  A replacement screen the phone carrier provides has caused ghost touching where it has "security lock" me out the device. I still have all my login information and everything needed to prove i purchased this device and it is mine. I was told "for our customers protection" they can not help. This is not a stolen phone, it is not locked out due to my actions as the phones owner.
  

  Business 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:
  
  "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:
  
  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
  How to 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
  
  
  Apple records confirm the customer's iPhone 11 Pro Max was purchased on March 9, 2020, and it was covered by the Apple One (1) Year Limited Warranty through March 9, 2021. Between July 14 and July 15, 2022, the customer contacted Apple for support of an issue with the iPhone 11 Pro Max. While Apple offered technical support and troubleshooting steps to restore the device and resolve the issue, the customer declined. 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.

• Initial Complaint

  Date:07/20/2022

  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.

  Greetings,
  
  My name is **************** in which I own a MacBook Pro for my personal laptop in which I am dependent on to run my business. Prior launching my business, I spent my last $3k on this laptop and two years later I am having issues in which the repair process is disgusting.
  
  I visited the Genius Bar in Grand Central Station in which I was informed they would need my laptop for 3-5 weeks. Unfortunately, I cannot be without a laptop for more than a day as this is how I run my business. I was told Apple does not give out loners, I should buy another laptop then return it (which is absurd).
  
  I provided my updated contact information which includes my emails so they could email me when the part came in. The rep did not record the information and when I called I was informed the part was returned and I would have to wait an additional 3-5 weeks and again no loaner.
  
  This is the brief narrative, I can elaborate if needed.
  
  As a small business owner, my laptop is ESSENTIAL. I should not have to keep calling or even writing this email. If you want to take a product for more than a day, provide a loaner. I was also told you are not a business customer. Just because I did not purchase all of technology at one time because of the 4k minimum, I use Apple at my business as all of my staff operate on IMac's.
  
  The bottom issue is my laptop is still damaged, I have a line in the middle of my screen, the laptop gets so hot it burnt my leg and the battery randomly charges. I would like this to be fixed immediately/same day or provide a loaner if it cannot be fixed in one day or provide me with a new laptop (same one).
  
  I am stuck with a laptop that is broken.
  
  Again, as a small business owner, I NEED MY LAPTOP. This is how I make a living, pay my staff and build my business.
  
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/03) */
  3 August 2022
  
  Better Business Bureau
  ****************************************
  
  Case# *******
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office has attempted to contact the customer associated with the above referenced Better Business Bureau case several times. Because we have not received a response, Apple must assume, this issue has been resolved to the customer's satisfaction. Should the customer reply to our outreach attempts, Apple will address any remaining concerns.
  
  Sincerely,
  
  Apple Online Store Executive Relations
  Apple
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please be advised that no-one has contacted me, so that is a blatant lie.
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  19 August 2022
  
  Better Business Bureau
  ****************************************
  
  Case# ******
  
  Dear Better Business Bureau:
  
  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, and a mutual resolution was achieved regarding the concerns expressed in their complaint to the Better Business Bureau.
  
  Apple has invited the customer to contact us directly with any questions or concerns.
  
  Sincerely,
  
  Apple Online Store Executive Relations
  Apple

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/19 my iphone 12 pro was left at a restaurant around 4pm. I tried to track my phone with find my iphone and the last location the phone showed was the location I was at 3/18 at 3pm, The last location was not even at my hotel where I spent the night at. I contacted apple to find out how this could happen, and they told me there was a software glitch that took place during the time. I explained since the glitch due to apple software contributed to me not being able to track my phones last location resulted in me not being able to recover it could apple replace the phone. I was told to reach out to Assurant to try to get a replacement even if I did not have insurance on the phone which was incorrect. I need assistance with getting the cost of the replacement phone covered
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/01) */
  August 1, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  While Apple empathizes with the customer's situation, Apple does not have a formal flagging process for reporting lost or stolen Apple products. When a customer contacts Apple regarding a lost or stolen product, we refer the customer to their local law enforcement agency or insurance investigator, with whom Apple will fully cooperate so the theft can be properly investigated. The customer may also consider inquiring with their insurance provider(s) to determine if they have coverage for loss or theft.
  
  Although Apple provides customers the option to purchase AppleCare+ with Theft and Loss at the time of an iPhone purchase, or within 60 days of the iPhone purchase, Apple records confirm the customer's iPhone was not covered by AppleCare+ with Theft and Loss. Additional information regarding AppleCare+ and AppleCare+ with Theft and Loss is available at https://www.apple.com/support/products/iphone.
  
  Apple declines the customer's requests for compensation or a complimentary product replacement.
  
  Apple recommends the customer review Apple Support article "If your iPhone, iPad, or iPod touch is lost or stolen", available at https://support.apple.com/en-us/HT201472.
  
  We appreciate the customer providing Apple feedback regarding their experience with Apple Support. 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The glitch in the Apple software is what attributed to my phone being lost. Apple has the technology to track the location of the phone but this feature was not working properly and had not tracked my location for over 24 hours prior to the phone being lost. Apple should take responsibility for their software not working properly.
  
  
  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 1, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/20/2022

  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.

  Third party apps, such as, Unity, are deceiving users on the Apple platform, with quick payouts from playing various games. The catch you have to watch so many advertisements ( this how apps make there money, so many eyes watching ads, they get paid from viewers watching ads ). You build up cash from playing the games and watching ads. When you hit a level you can cashout, but here is the catch they say immediate cashout, but once you click on redeem funds to either Cashapp or PayPal, there are more conditions added on to keep you watching the ads. Conditions are piled on. I find these practices to be deceiving and fraudulent. Another issue how I can tell you these companies are fraudulent, their contact information is usually an email that comes back as undeliverable. When you reach out to AAPL. " We are not responsible for third party apps,( scapegoat), they turn the blind eye because that is part of their income stream ( services ). They are looking out for their consumers only their balance sheets. How sad. I wonder if*********** was still alive would this be happening. How said. There should be another platform besides Google and IOS. This is an interesting case to investigate.
  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/21) */
  July 21, 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."
  
  "G. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
  IN-APP PURCHASES
  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."
  
  Apple 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 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. The customer may additionally submit reviews on Third Party Apps from within the App Store app.
  
  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:07/20/2022

  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 AirPod pros are part of a defective batch that the company has issued a recall for but because of normal wear and tear they refused to honor the replacement program. Yes they are dented but no that doesn't effect how they function. If everything has to be cosmetic prefection to have them stand by their own mistakes years after that in unacceptable and impossible
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */
  August 3, 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 - For Apple and Beats Branded Products Only 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.
  
  An affected AirPods Pro may exhibit one or more of the following behaviors:
  
  Crackling or static sounds that increase in loud environments, with exercise or while talking on the phone
  Active Noise Cancellation not working as expected, such as a loss of bass sound, or an increase in background sounds, such as street or airplane noise
  Apple or an Apple Authorized Service Provider will service the affected AirPods Pro (left, right or both), free of charge.
  
  Note: No other AirPods models are part of this program."
  
  "Service Process
  Choose one of the service options below to have your AirPods Pro serviced. Your AirPods Pro will be examined prior to any service to verify that they are eligible for this program.
  AirPods Pro (left, right or both) with a confirmed issue will be replaced. The AirPods Pro case is not affected and will not be replaced.
  Find an Apple Authorized Service Provider.
  Make an appointment at an Apple Retail Store.
  Contact Apple Support."
  
  Apple records confirm the customer's AirPods Pro with Wireless Charging Case was purchased on November 14, 2019, and it was covered by the Apple One (1) Year Limited Warranty through November 14, 2020. On July 20, 2022, a careful examination of the customer's AirPods Pro by Apple revealed damage and cracking, which Apple does not attribute to a manufacturer's defect. This issue is the result of damage caused by accident, abuse, misuse, or other external cause, and is unrelated to the issue described in the AirPods Pro Service Program for Sound Issues. As such, Apple declines the customer's request for a covered repair, product replacement, or monetary reimbursement.
  
  AirPods service information and pricing is available at https://support.apple.com/airpods/repair/service.
  
  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.