Complaint Review: apple computers - cupetino California

I made the most unfortunate decision and bought an apple computer of December 2014 which has not functioned correctly since I bought it.

I purchased an Apple mac book pro upgraded it for $500, cost me $1500 and it doesn't work. 1st Apple allowed someone to illegally use my email w/out my permission, Apple was  informed in writing not to allow someone else to use my email twice but allowed someone to register their computer with my email address. email addresses are how apple registers its computers. It took 6 weeks to clear up that issue. Then when I was finally able to use the computer I discovered I had a problem. Apple then refused to honor or extend my warranty even though Apple is responsible for the registering my email and the unauthorized use of my email. they stated that the warranty time expired while they were resolving email issue which they created. I was forced to buy a warranty. 

The computer doesn't function correctly & I have made over 450 calls.Some of the computer issues are; it freezes, safari both freezes and crashes, my drop box is hyperactive, the online ara customer support system regularly fails, I am locked out of the computer more frequently now using the correct password,so after the computer freezes I cannot log back in, the bouncing icon will stop working, the spell check isnt working properly .The operating system has been reinstalled 3x, and I have done everything requested of me. I was told they would replace the computer while speaking w/ an agent, the call dropped, I recalled her over 8 times w/ no call back. I have been told the computer will be replaced 3x but no one honors this and when you try to get back in touch with them either by phone or email they do not respond.

I have been told by agents that I am not cooperating.It has been 11 months of calling and doing everything they requested. I drove 3x a 700 mile trip to the Apple store a 5 hour round trip, $50 in gas, loss of work income for the day and still have problems. I am then told to again take off work and go to the Apple store. So far these going into the Apple stores have cost me  a loss of $1000 in travel expenses and a loss of work. Apple isnt interested in reimbursement.

I found an Apple store in the local university who is willing to assist. Apple refuses to work w/them. I had an agent tell me the computer can't be replaced after I was told it would be replaced by 3 Apple representatives. Antoine one of the agents insisted I had to work with technical department, I requested he transfer me over 18 X to the technical department and he refused to transfer stating "i would not cooperate with them”. He would not stop calling me but refused to help me or transfer me to the very people he demanded I had to work with.I couldnt get rid of him. Apple still refuses to replace it and states it has to go to the engineering department however I am not allowed to speak with the engineering department. Only the tech reps are allowed to speak with the engineering department.On a check by a couple of senior advisors I am told nothing has to date,11 months later, gone to the engineering department. I am sent back to technical not to get anywhere. I have spent hundreds of hours attempting to get the brand new $1500 computer bought for my new business to be fixed.Presently the launch of my business now has to be delayed months, & have a devise that does not work. I am again told to take day off work and do the 700 mile drive and spend an entire day doing this. I have called the corporate # and asked for corporate resolutions and the  operators just transfer me to the customer service cue, do not allow you to finish a sentence and do what ever they feel like.  I have been told I am only allowed to deal with senior advisors anymore. This means I have to wait an additional 15 minute minimum to be transferred to an senior advisor on top of the time spent waiting just to reach an advisor. One advisor stated he "owned the problem" , he would see to it that the problem was resolved, he did nothing, I was unable to have conversations with him on the phone, he closed the case and did not answer my emails. I went into the Apple  stores where they did not record me having gone in there for repairs  so now Apple claims I never went to the stores. When I try to get assistance with the stores I am now told I am not allowed to go to the stores for help only corporate can handle my case. 

There is no concern to what damage  Apple has caused me. I called the main Apple office number, the operators act in a politely abusive manner. They talk in a calm voice and keep  transferring me back to the very  department where you cannot get a resolution. The amount of time Apple has wasted in not only my time but their own time is unbelievable. Replacing the computer would have been cheaper at this point. I have spent now $1650.00 for a nonfunctioning computer and for the great honor of being thrown into the great circle of mismanagement. another customer service agent offer for me to be put into yet another program which would have cost me more money. Why would anyone do that? 

Tonight I requested to have the  3 way call as I once again asked for the computer to be replaced and during the 3 way phone call the customer service person told the tech agent to hang up. This caused me to loose the technical help I was receiving and now once again spend the 1st 20 minutes reexplaining the problem to yet another tech agent. The customer service agent who transferred me  told me he was going to advise the technical rep to hang up on me "if I did not co operate." I asked the agents contact information and name and he refused to give me it. I asked why ,he stated,"because I feel  like it " then he hung up on me because he claimed I was un co operative.  The last customer service agent I spoke with tonight told me information that was in Apples notes which was incorrect, from my touch pad not working, to my never having gone into a store. When I attempted to speak with her and inquire who she spoke with at the store she refused to answer, and was not concerned in the least that there was misinformation in my file. She stated the misinformation was unimportant. Once again Apple refused to step up to the plate and take responsibility for selling a defective product. Defective products will happen, the issue here is that Apple refuses to take responsibility and believes it should continue to put its customer through this level of abuse. It doesn't care they have produced a defective product and not even care to take it back and see where the problem is!  

 Apple has no concern for what they put their customers through but continues to play games of denial as a strategy for getting rid of customers after they have taken your money. Apple prides itself in customer service but actually do not care about their customers. 

I have tried for 11 months with Apple to get a brand new computer to work and the response is always the same,”I have not given them enough opportunity to correct the problem" When I ask how long will it take to go through their "required" processes they state there is no answer to that question. I must co operate with them. After 11 months and a waste of my time and Apple time it is time to take the Rotten Apple back and provide a brand new computer that does work. I did not pay good money for a lemon and do not deserve the awful treatment I have received.