Complaint against Apple Care

Armorica

No - from double checking - applecare includes an element of software support (osx, ilife etc.) but as before - it's not really there for constant handholding for basic IT literacy and can't help where you may have omitted information.

What have your ?personal photos and music got to do with the business? And if it's a business contract do the terms and conditions go anywhere near dealing with compensation for individual employees?

lucy03

donzatello wrote: »

Thanks for your advice. It a biz contract. Ive started a buisness within a buisness and there is average earnings estimated by the company im part off. This is not a figure plucked out of thin air as we are legally obliged to give the correct information to others who may want to do the buisness. What about the stress its caused and the affect it had on my health? This wasted another month off my time.

Is there somwhere i can get my form checked before i submit it?

It can't IMO be overstated that a business to business contract is treated very differently in a court to what you could expect as a consumer. All losses have to be quantified and there isn't a claim for stress, the damage to health and wasting a month of time unless there's a quantifiable loss being claimed for.

IMO there's a chance that the judge would ask that if this data was so important, why wasn't it backed up? What actions had the business taken to mitigate against the data being lost?

You then claim that you struggle to understand technology and so require clarity but are then arguing that you didn't seek to confirm your understanding before taking an action.

Also what does iTunes have to do with the business? What financial loss has been incurred to your business by this not working?

custardy

Cracking thread. Take your own advice

A Daily Dose towards Positive Growth and Enlightenment. Only ourselves can 3 our minds

SuperHan

He was right to tell you to back your machine with Time Machine before messing with Safari.

If you didn't tell them that the hard drive had information on it that you wanted to keep before he set you on that process, then that's your fault.

I'm guessing they said have you got an external hard drive you can back up to as a precursor to all this? Your answer should have been no, as it seems as though you didn't have a spare hard drive.

It's not for AppleCare to know why your website isn't working - they can't know why every single website may have an issue with Safari, you should have gone to your website administrators or your friend, as you did in the end.

They would have recommended removing and reinstalling Safari by the sounds of it, so they knew there was nothing untoward, then probably arrived at similar advice.

Apple haven't done anything wrong here, it's pretty much your responsibility to make sure your data is in a safe place. I have about 8 or 9 different external drives, some with replica back ups and some distinct with time machine back ups etc on. It's a relative low level knowledge point, and to some extent common sense. You bought telephone support, not an IT course.

And they certainly won't be putting case notes for every bit of info, like 'advised he could get rid of old computer'. Case notes will be used if you have an actual issue that is ongoing, not for a one off answer to a query.

flightboy

Am i missing something...can you not just ask for the recording of the call and then you can simply prove he didnt ( or did ) ask about your hardrive before you wiped it?

If he didnt then it was his mistake as he is the professional and from my experience apple usually take care of you when mistakes are made

AJXX

As someone who is Mac certified, I can almost certainly say what the OP was told to do was reinstall OS X (i.e the operating system)

Safari can not be reinstalled on a Mac as it's part of the OS itself.

Based on experience whats happened here is;

OP called AppleCare, winged that his/her website wasn't working, rep (rightfully) said that sounds like an issue with the website itself

OP argued "well other people can access the website", not taking into account it could be an ISP/Routing issue/IP address ban on the website - I'm assuming every other website worked okay on the mac other than this particular one

Apple reps all work on surveys, so not wanting to get a bad one the guy probably wanted to do something. Reinstall OS X itself should NOT delete any files. Unless you go into the disk utility first, do an ERASE, then reinstall OS X.

The problem here though is the OP

-Didn't have a backup. Which is stupid if your data is so important. Apple have a very clear stance that your data is NOT their responsibly.

-Called tech support for something stupid in the first place that wasn't Apple's problem.

-Even if the rep did lead him/her into an erase of the disk, this is all VERY CLEARLY stated/warned throughout the process. Can you not read OP?

All Apple reps make case notes as they're going through the steps/troubleshooting. I'm sure this guy had his reasons for doing what he did, more than likely OP wigning in his ear and not willing to listen that the website itself/routing issue was causing the problem, not the Mac.

But at the end of the day, if you don't have a backup you deserve everything you get. That's nobodies responsibility but your own.

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

If your music was from iTunes then re-download it from your purchases.

loss of earnings for a business you haven't even started is something you'll be laughed at over, don't even bother.

If you're being ignored in the Apple store you probably turned up without an appointment, hence being 'ignored'.

Complain to AppleCare, they'll offer you a gesture of good will and nothing more.

Own up to the fact you're stupid for not having your own backup, it's a life lesson and a hard one to learn. But at least you'll never NOT have a backup.

Don't go down the compensation route claiming stress/loss of earnings/ohh poor me otherwise you'll just be laughed at and won't be taken seriously.

donzatello

marliepanda wrote: »

Unless you told them you wanted free tech support then no. Apple care is brilliant but it's not a primary school IT course. Nobody would expect them to handhold you through using the computer, that's not applecare

Your business sounds like some pyramid weird thing anyway, you have thousands of business partners? No technological knowledge yet have predicted earnings? How can you run a network marketing business with zero knowledge?

All i wanted was access to my buisness website, which was not working with the previous many attempts i had made, from the first day i brought it. Because im eagar to learn i can assure you i only rang applecare after the internet and friends were unable to help me. The best way to learn is to get stuck in, and thats what i did. Im a very independent character and asking for help is not my strong point. Your opinions are that, just opinions. Your comment about network marketing proves this and and has made me smile, so thanks x

redcard

Is this the message you got when you tried to visit your own website?

donzatello

AJXX wrote: »

As someone who is Mac certified, I can almost certainly say what the OP was told to do was reinstall OS X (i.e the operating system)

Safari can not be reinstalled on a Mac as it's part of the OS itself.

Based on experience whats happened here is;

OP called AppleCare, winged that his/her website wasn't working, rep (rightfully) said that sounds like an issue with the website itself

OP argued "well other people can access the website", not taking into account it could be an ISP/Routing issue/IP address ban on the website - I'm assuming every other website worked okay on the mac other than this particular one

Apple reps all work on surveys, so not wanting to get a bad one the guy probably wanted to do something. Reinstall OS X itself should NOT delete any files. Unless you go into the disk utility first, do an ERASE, then reinstall OS X.

The problem here though is the OP

-Didn't have a backup. Which is stupid if your data is so important. Apple have a very clear stance that your data is NOT their responsibly.

-Called tech support for something stupid in the first place that wasn't Apple's problem.

-Even if the rep did lead him/her into an erase of the disk, this is all VERY CLEARLY stated/warned throughout the process. Can you not read OP?

All Apple reps make case notes as they're going through the steps/troubleshooting. I'm sure this guy had his reasons for doing what he did, more than likely OP wigning in his ear and not willing to listen that the website itself/routing issue was causing the problem, not the Mac.

But at the end of the day, if you don't have a backup you deserve everything you get. That's nobodies responsibility but your own.




If your music was from iTunes then re-download it from your purchases.

loss of earnings for a business you haven't even started is something you'll be laughed at over, don't even bother.

If you're being ignored in the Apple store you probably turned up without an appointment, hence being 'ignored'.

Complain to AppleCare, they'll offer you a gesture of good will and nothing more.

Own up to the fact you're stupid for not having your own backup, it's a life lesson and a hard one to learn. But at least you'll never NOT have a backup.

Don't go down the compensation route claiming stress/loss of earnings/ohh poor me otherwise you'll just be laughed at and won't be taken seriously.

I love how defensive everybody is of Apple. Im so shocked with what has happened. Mistakes do happen but in this unusual case Applecare the ones that need to learn from this. I can argue alot of the points you made and im so gratful ive doccumented and have witnesses through this process. I know all about taking responsability, its my lifes mantra.

This reply will definately help my case though, so thanks. Its high-lighted how many mistakes he made. I think he must of been new, his head was definately somewhere else.

Bantex_2

Why did you not take any back ups?