How it Began: I had numerous 27" iMac replacements about a year ago due to many being DOA. The iMac replacements for my 27" are as follows: bad airport card, non functional bluetooth, cosmetic damage (imac had giant scratches on the front of it) and bad backlight bleeding. I had called Apple and Applecare for these issues and was on the phone with them more I would ever care to be on the phone with Apple for. Calling them was mainly for diagnosing the DOA models (trying to get them to work properly), cosmetic damage is not fixable, but diagnosing hardware is reasonable because it may be fixable. Unfortunately, none of them were, at least from a user prospective. They would have to be repaired by an Apple Certified Technician.
As the story follows, I emailed Tim Cook, because I was frustrated with the amount of defective iMacs I had received. No I honestly did not expect Tim Cook to answer, but most companies will send you to a higher division when you contact corporate. So I got an email response afterward and was handed over to the Executive Relations team (Apple Customer Relations in Austin, TX). They handled my last iMac, which was the one with the wifi problem. I was on the phone with Applecare for around 2 hours trying to fix that. Well Executive Relations didn't want to send me another replacement, and wouldn't send me another replacement. I was told if I wanted to I could get the unit repaired. I really did not want to wait to get a unit that should have been working repaired, and I kept getting excuse after excuse from the representative as to why they could not send me a replacement unit. Also the Apple store is somewhat far from where I live, so it's not easy getting over there. So I decided to call Applecare again instead of speaking with Executive Relations, and Applecare decided to issue me a replacement after I sent back my defective iMac. The replacement was supposed to arrive on a Monday. Well, it didn't. I called FedEx and they said Apple called to have it returned to them. So the rep at Executive Relations who was handling my case at the time my iMac called Fedex and had the unit sent back to Apple because I wasn't supposed to get a replacement. That disgusts me, the iMac was no more than 15 miles from my house. But it was what it was, but here's the kicker, the rep called me on the phone to tell me how "furious" he was because I "went behind his back" to get an iMac replacement. Not only this, but I am no longer allowed to shop at the Apple online retail store. I'm banned.
I think for $2300, I should have a computer that works properly. I did not know who else to contact because when I called the online store I was directed back to Executive Relations. When I talk to the rep handling my case at Executive Relations, I asked if I could speak to someone else or his superior. He told me I am only allowed to talk to him, that there was no one above him.
As the story follows, I emailed Tim Cook, because I was frustrated with the amount of defective iMacs I had received. No I honestly did not expect Tim Cook to answer, but most companies will send you to a higher division when you contact corporate. So I got an email response afterward and was handed over to the Executive Relations team (Apple Customer Relations in Austin, TX). They handled my last iMac, which was the one with the wifi problem. I was on the phone with Applecare for around 2 hours trying to fix that. Well Executive Relations didn't want to send me another replacement, and wouldn't send me another replacement. I was told if I wanted to I could get the unit repaired. I really did not want to wait to get a unit that should have been working repaired, and I kept getting excuse after excuse from the representative as to why they could not send me a replacement unit. Also the Apple store is somewhat far from where I live, so it's not easy getting over there. So I decided to call Applecare again instead of speaking with Executive Relations, and Applecare decided to issue me a replacement after I sent back my defective iMac. The replacement was supposed to arrive on a Monday. Well, it didn't. I called FedEx and they said Apple called to have it returned to them. So the rep at Executive Relations who was handling my case at the time my iMac called Fedex and had the unit sent back to Apple because I wasn't supposed to get a replacement. That disgusts me, the iMac was no more than 15 miles from my house. But it was what it was, but here's the kicker, the rep called me on the phone to tell me how "furious" he was because I "went behind his back" to get an iMac replacement. Not only this, but I am no longer allowed to shop at the Apple online retail store. I'm banned.
I think for $2300, I should have a computer that works properly. I did not know who else to contact because when I called the online store I was directed back to Executive Relations. When I talk to the rep handling my case at Executive Relations, I asked if I could speak to someone else or his superior. He told me I am only allowed to talk to him, that there was no one above him.
What Followed: So at the time I emailed everyone at Apple I could, I wanted a resolution. Unfortunately, I received one I didn't expect. Apple Global Security called me, they tell me I am not a welcome as an Apple customer anymore. As she would not let me record this conversation, I asked if I could, but was denied, I typed what was said instead. I asked what exactly this meant and she just repeated "you not a welcome as an Apple customer anymore". So I asked, "Well, If I buy an Apple product from the store and buy Applecare can I get my product serviced, or does this only apply to the online store?". Again the response was "you not a welcome as an Apple customer anymore, you are to cease and desist writing to Apple or contacting them from hereon."
I never did anything to justify this. I just emailed and wrote corporate to get my issue resolved. And I guess it is resolved. Below is the email I wrote to corporate before their global security team contacted me, and the email global security had sent to me.
I never did anything to justify this. I just emailed and wrote corporate to get my issue resolved. And I guess it is resolved. Below is the email I wrote to corporate before their global security team contacted me, and the email global security had sent to me.
The BBB: As I felt I was being treated as a criminal, I decided to contact the BBB, hoping to get someone higher on the Apple chain to respond. Well, you can see what happened for yourself....