• Report: #1093047

Complaint Review: Apple

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  • Submitted: Sat, October 19, 2013
  • Updated: Sat, October 19, 2013

  • Reported By: Tunes — Vine Grove Kentucky
Apple
1 Infinite Loop Cupertino, California USA

Apple Free repair service denied Cupertino California

*Author of original report: Reply to General Comment #1

*General Comment: right....

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I am the owner of an IPad II for which I bought an Apple Care Plan (accidental damage not included) that is still active until December 2013. 

After I tried to upgrade my iOS to the newest version my IPad wouldn't boot up anymore and therefore was not usable. I went to Apple's support page first and tried all the troubleshooting steps recommended for my problem; however, this was to no avail. My next step was to contact Apple and discuss my problem with a technical support representative. The troubleshooting steps that this rep took where to no avail as well. He offered me to send my IPad to their repair services and that Apple would set the return up for me and pay the cost. I was very happy about this and sent my IPad in this week, expecting that they would take care of my technical issue.

 

Today I received an email from Apple's repair service that all warranties are void because my IPad has a dent on its frame. I was and am aware of that little scratch/dent to the surface of my IPad, but this dent didn't cause my IPad not to work anymore. However, because of this dent Apple expects me to pay $249.00+taxes to perform a repair on my device. 

 

I contacted Apple immediately on their Chat line and tried to reason with the rep that my problem was not caused by a small dent, but rather by the corruption of my file system during the attempted upgrade. Unfortunately that wasn't good enough for Apple. In the end the Chat rep advised that I call in and talk personally to a senior advisor. 

This senior advisor offered to send my IPad back - unrepaired - and as soon as I receive it, I could call him again and we could try some more troubleshooting over the phone. If tht wouldn't work we could go from there. The return of my unrepaired IPad would take 5-7 business days and there is no guarantee that the additional troubleshooting attempts would be successful, which would bring me back to the starting point, that I would have to pay $240.00 +tax for the repair, because a little dent to the frame of my IPad made all warranty claims void.

In my opinion this shouldn't even be a warranty issue. Even if I don't have an extended warranty plan, if a software upgrade causes my device to malfunction, it should be the responsibility of the manufacturer to make my device usable again. 

The senior advisors refusal to have my IPad software issue analysed by their technicians, rather than sending it back to me for additional "phone diagnosis' made me really angry and I told him that I would contact Apple's corporate offices about this issue (which I did), that I would file a complaint with with the BBB and that I would file a report with Ripoff Report, which I am just doing now. My unrepaired Ipad is on its way back to me now because I refused to pay for the repair and Apple's senior advisor was 'nice' enough to send me a link about their legal policies by email. 

 

Apple sells high-end devices to its customers with a big price tag. In my opinion there customer service should be according to these price tags. To deny the repair of a software issue because there is a tiny dent that never interfered with the function of the IPad defeats common sense. I feel it is just a means to an end to squeeze more money out of their customers. 

If I receive a response from Apple's coroporate offices I will update this report. I felt however, that people should know what they will face if they try to have a technical issue caused by Apple's software resolved, if their device is not spotless like on the day they bought it. 


This report was posted on Ripoff Report on 10/19/2013 06:49 AM and is a permanent record located here: http://www.ripoffreport.com/r/Apple/Cupertino-California-95014/Apple-Free-repair-service-denied-Cupertino-California-1093047. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Reply to General Comment #1

AUTHOR: Tunes - ()

Well, I am glad YOU  know so much more than I do. Who would have thought that Apple is LEGALLY not allowed to repar the mess their upgrade caused to my Ipad??

I don't give a rats that I am not cost effective anymore for Apple. They put big price tags on their products that they produce in cheap-labor countries. The guys who built my Ipad most likely make $1:00 a day and you are crying about the "American consumer cheating the "poor" corporations??? That would be laughable if it wouldn't be so stupid. 

I don't want anything out of Apple other than having the SOFTWARE ISSUE of my IPad taken care of. I am not out for a new IPad for free, I just want mine back in working condition. 

Since this is none of your business anyway, since you are obviously not affilliated with Apple, or are they paying you to troll websites like that and cuss people who file complaints out?? I won't discuss this issue with you any longer. 

All I am going to tell you is even so I am a small business owner up against a multibillion dollar corporation; I do have a voice and I will raise it against injustice and unfairness. It might disappoint you, that I have been successful with this more than once. 

Even the biggest fool could figure out after looking at my IPad that the dent in discussion is not the reason for the default of my OS. Well, I am not fool and what Apple is trying to pull on me is still b.s. and I will continue to fight it. 

My unsolicited advice to you is, don't worry too much about "American consumers cheating on big corporations." These corporations have made sure that most of their profits are in offshore bank accounts. Otherwise they would have to pay tax for it, like the "American consumer" does on his income....

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#2 General Comment

right....

AUTHOR: Tyg - ()

 Because you know SO much more then the people who made the device. Your opinion is not LAW. Thats what Apple has to follow. If they have determined that the damages to your Ipad are responsable for your issue, then thats all folks. Period end of story. You have damages that they feel void your warrenty. You chose to go with the most basic and cheapest form of applecare. Thats your descion not theirs. Because of this you now have a Ipad that you cannot use. Had you purchased the Accidental Damages Applecare this wouldnt be a issue.

See your confusing a few things here. Apple can ONLY go by what they see and not by what you say. The American consumer has lied/cheated/bamboozled the corporations so much that they no longer bend over and take it. As such, because you DO NOT have the accidental damages applecare AND you have damage on your ipad anything you TELL them they have to look at with suspicion.

You can try and contact the BBB and you can call Apple all you like. The problem is the damage to your Ipad. If there was no damage to your Ipad, then this would have gone a different way. But since there is, they HAVE to assume you are pulling a fast one. Since all they will do is what they are LEGALLY allowed to do. They MUST deny your claim. To put ANYMORE time into your issue is not cost productive for them.

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