Complaint against Apple Care

donzatello

Ive exhausted every avenue to get a resolution to a mishap caused by Applecare due to their incomptence.

My only option now is to go through th small claims avenue.

I have a problem Knowing how much to claim for and to know if im filling in the form correctly

Ive lost 457 music albums
97 photo folders
loss of learnings in a delay in setting myself up as a buisness
broke down crying in the apple store as i was continually being ignored

I brought an apple mac air in february
I spent 2 weeks organising my itunes photos/music onto an external hardrive - once completed i asked if it was ok to get rid of my old computer- said yes. No Time machine back was adviced

called for help to get onto buisniess my website a week later, as it was not redirecting me. A simple request

worked on different browser so was told i need too erase safari and reinstall it as a problem shooter

i said i have an external hardrive to do a back up before we erase safari

followed his instructions, really quickly. I casually asked you havent just guided me to erase my hard drive have you? response - you told me it was new. Im thinking did you not read my case notes from the week before? quickly put through to someone else try a few retrieval apps. Was late for work. Wanted me to get a quote. said what usually happens is i pay upfront to then be refunded. I said im unable to do that. He said get a quote anyway and ill put you through to the relevant person to resolve this. Started to dawn on me what i had lost but had faith Apple would help me

Turns out all i needed to do was disable pop ups to get onto my website- a friend instructed me over tx it was very easy

After a rough quote of £299 - £999 i was told id have to pay upfront. i said again this is not an option, is their another way to resolve this. i was asked if i coul please send off my harddrive for a quote anyway

quote off £699

i said i can't pay for this upfront- was asked if i could put it on a credit card. spoke to many people all saying the same thing. Asked for offer in writting, i was refused told i just had to trust them.

Went to Apple shop for some new advice (letters exchanged but no progress) Told to email Tim Cook

exhausted every avenue eventually gave in and started a new itunes library as i hadnt synced my devices and i needed to. the reason i brought a lap top was for my new buisness which got delayed everytime. I had a breakdown and even went to my doctors due to the stress.

Applyed for case notes through freedom of information act - no evidence of me repeatedly saying me paying up front is not an option on their notes, only in my letters. And i continually asked for any resolution tht was possible for me to agree too.

As i said i couldnt afford it upfront they probably thought i wouldnt take it further, but i am.

Any advice on how to work out how to calculate compensation and where i can double check my form before i submit it?

im dispaired. I have witnesses for this, letters ect.

Any advice what be amazing- going round in circles and feeling crazy. Its digusting the way ive been treated:(

agrinnall

I'm afraid I can't make much sense of your post, but it seems that at no point did you make a back up of either your entire system or your data, which seems to be an appalling oversight on your part and really not the fault of Apple.

Oh, and you can't make a FOI request to a private company, you need to make a Subject Access Request.

Helix

I think you are expecting a bit too much from Apple Care. Its an extended warranty with phone support, not a helpline you can call for help on how to use the machine generally - they have other services for that if you require assistance in using the computer which are chargeable. Also why would you ask them if you can get rid of your old computer, surely thats something for you to decide. They probably didn't even record it on the case as its not really support.

They are also not going to know that your website requires pop-ups to be allowed to access it (which is very poor design, the majority of the internet won't be able to access your website)

halibut2209

So you wiped your hard drive and expect Apple to pay for it?

Spank

donzatello wrote: »

Ive exhausted every avenue to get a resolution to a mishap caused by Applecare due to their incomptence.

My only option now is to go through th small claims avenue.

I have a problem Knowing how much to claim for and to know if im filling in the form correctly

Ive lost 457 music albums
97 photo folders
loss of learnings in a delay in setting myself up as a buisness
broke down crying in the apple store as i was continually being ignored

I brought an apple mac air in february
I spent 2 weeks organising my itunes photos/music onto an external hardrive - once completed i asked if it was ok to get rid of my old computer- said yes. No Time machine back was adviced

called for help to get onto buisniess my website a week later, as it was not redirecting me. A simple request

worked on different browser so was told i need too erase safari and reinstall it as a problem shooter

i said i have an external hardrive to do a back up before we erase safari

followed his instructions, really quickly. I casually asked you havent just guided me to erase my hard drive have you? response - you told me it was new. Im thinking did you not read my case notes from the week before? quickly put through to someone else try a few retrieval apps. Was late for work. Wanted me to get a quote. said what usually happens is i pay upfront to then be refunded. I said im unable to do that. He said get a quote anyway and ill put you through to the relevant person to resolve this. Started to dawn on me what i had lost but had faith Apple would help me

Turns out all i needed to do was disable pop ups to get onto my website- a friend instructed me over tx it was very easy

After a rough quote of £299 - £999 i was told id have to pay upfront. i said again this is not an option, is their another way to resolve this. i was asked if i coul please send off my harddrive for a quote anyway

quote off £699

i said i can't pay for this upfront- was asked if i could put it on a credit card. spoke to many people all saying the same thing. Asked for offer in writting, i was refused told i just had to trust them.

Went to Apple shop for some new advice (letters exchanged but no progress) Told to email Tim Cook

exhausted every avenue eventually gave in and started a new itunes library as i hadnt synced my devices and i needed to. the reason i brought a lap top was for my new buisness which got delayed everytime. I had a breakdown and even went to my doctors due to the stress.

Applyed for case notes through freedom of information act - no evidence of me repeatedly saying me paying up front is not an option on their notes, only in my letters. And i continually asked for any resolution tht was possible for me to agree too.

As i said i couldnt afford it upfront they probably thought i wouldnt take it further, but i am.

Any advice on how to work out how to calculate compensation and where i can double check my form before i submit it?

im dispaired. I have witnesses for this, letters ect.

Any advice what be amazing- going round in circles and feeling crazy. Its digusting the way ive been treated:(

After a crappy day this thread has cheered me up no end, I especially love that you want compensation for crying, I doubt that would work in America

donzatello

This is an ongoing situation since february, ive not made the whole story clear. i rang to ask for help to get onto a website, so why did he direct me wipe my hardrive? yes i know i should off had another back up, and that was my next job on my list with getting myself set up and running. Id only had it for less then a month! I constantly stated everytime i rang that i was technolgy dyslexic and expressed my inexperience with it all. Thats why i went for apple for there so called "customer service" could help me get more savey and to use their workshops. You may think me crying is very funny, to me its a rareity! CAB and every witness i have are shocked with how ive been treated. I didnt want to do a back up off my old lap top as it also wasnt running smoothly.... thats why i spent the week before on the phone to them getting it all in one place. Literally the next time i wanted to use my computer i had the website issue. I didnt think talking to an expert would put my harddrive at risk before i had the chance to learn time machine in a workshop and buy a new harddrive. I just wanted to use the internet!!!

I called applecare because of the fact a website that should work wasnt working. An international website used by thousands off my buisness partners. He first stated it was the website, but i know other people use the same website with a mac so i believed there was a fault. Not once did anybody tell me it was not what applecare was for.....Its a new laptop and things were not working as expected. My first lap top in a very long time.....I should be supported as a new customer.

The only thing im guilty off is not knowing how to use my very new computer. Something i always made clear off everytime i spoke to someone because i wanted to learn. Apple have mis-led me, ignored me and had me going around in circles. They ask me to "please" send my harddrive off for annalyis leaving me without one for months, after i told them i cant afford to pay for it upfront.

Erasing an external harddrive means going into the part of my laptop that shouldn't of even been selected! He rushed me through it with out realising what he was doing. It was a procedure that shouldnt of even of been suggested.
Some of your comments are almost as rude as the way ive been treated. I don't pursue this kind of thing but i have been genuinely affected by it all. All i wanted was a resolution i could agree too, instead they dragged it out and lead me in circles. Im not wanting compensation for crying, this was just the final straw after a very long process of me repeating myself. They were only offering me the one thing i said i couldnt do at the very start and never put this fact in the case notes......funny that. I want compensation for their mistake, loss of earnings, stressed which affected my health, time wasted and loss off a 15 year old itune library and 10 year old photo collection.

I applied for an access request and got the info, thanks. My only option now is a small courts claim.

Even the Managers in the shop were shocked with what had happened and told me to pursue a court case as they could clearly see they guy i spoke to made an unessersary mistake

wealdroam

donzatello wrote: »

I called applecare because of the fact a website that should work wasnt working. He first stated it was the website, but i know other people use the same website with a mac so i believed there was a fault.

This website you speak of... is it an Apple owned website, or some other arbitrary website on the internet?

I guess, or I hope, it's an Apple site as otherwise that is not an issue for Apple to resolve.

That's just a small example about how difficult it is to get to the bottom of your issues.
You need to be more precise.

Spank

I never said you crying was funny, just that you trying to get compensation for it was.

wealdroam

donzatello wrote: »

I applied for an access request and got the info, thanks.

What does that mean?

Also, I am not impressed on you changing your posts after someone has quoted them.

You have tried to clarify what 'the website' was, but still not made a very good job of it.

I'll leave you to it now.

donzatello

halibut2209 wrote: »

So you wiped your hard drive and expect Apple to pay for it?

I followed someones instructions after i suggested backing up my computer before we were going to erase and reinstall safari that wasnt working as expected- but he instead led me to erase my hardrive all within a few minutes.

Helix

Does your business have any earnings history, I don't see how you claim loss of earnings for a business you were only just starting. You might have earned £0 even if you had the laptop you could use.