ComplaintsforApple Inc.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had an Apple ID for several years, I have a subscription to Apple TV+ through my mobile carrier TMobile and all was working just fine. Recently when attempting to access the streaming service there appeared to be an issue with my user id and password. Several attempts to reset my password using the available tools were unsuccessful. I spoke with customer service to get some assistance but was informed that my account was locked and closed. No reason was given other than directing me to "read the terms and conditions"! No reason or explanation or offer to help and was simply told that my account was closed and that was it. Attempts to escalate were unsuccessful, they just shut down my account for no ********** is this possible?! This seems to me that there may have been some type of security breach or some other errors that would cause my account to be suspended yet no one in the service department could tell me when or why it was shut down. This is unacceptable. I'd like to get someone within the organization to look into this serious security issue, explain why my account was closed and what steps are to be taken to fix it and restore my access.

  Business response

  11/12/2024

  November 12, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22513957
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The issue reported by the customer has been satisfactorily resolved. The Apple Account has been reactivated.
  
  
  Apple recommends the customer carefully review ********************** Support articles If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.
  
  
  The customer may review the iCloud Terms of Service at **************************************************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Thank you!!!!!!!!!!!!!!!!!!!!!
  
  ******* ******

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a stalker -- a crazed Apple developer. I have had to get many iphones in the past, and this person manages to go through my photos, and do odd things to my iphone settings. Hard to explain, but I decided to upgrade my iphone 13 to a new Iphone 16. I decided to get a brand new Apple ID, in hopes that would throw this person off. I received an email welcoming my new ID from **********************, but the next day, they locked my account. I could not sign out of the iphone, and the use of it is minimal. Called Apple Support, and they could not help me either. They only told me that they needed 'proof of purchase'. Now, my contract is with Xfinity, not Apple, but I contacted Xfinity, and they advised that my order number would serve as my proof of purchase. My account is still locked, and they refuse to unlock it. But they told me I could use my 'old' Apple ID. This give my stalker access to my old ID, and since ********************** refuses to allow me to use the new one...my old problems exist. This is crazy. I am attaching my proof of purchase. ******** should intervene, as when a consumer purchases a device from a retailer, Apple should not get involved and lock the account, as the consumer has no choice in the programming of the device. What are we PAYING for? This is so unfair. Better Business Bureau, please help.

  Business response

  11/07/2024

  November 7, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22508722
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The issue reported by the customer has been satisfactorily resolved.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an iphone 16 Pro Max 1 TB online. I traded in my iphone 15 Pro Max 1TB. I took the phone to *** in the box apple provided. Apple says they never got it....contact ***. Order number is W1646117742 the tracking number is 1Z39R3V68720437240. *** HAS CLOSED THE INVESTIGATION. Looks like I am getting the royal runaround. No way to treat an 80 year old man.

  Business response

  11/07/2024

  November 7, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, ********************** has invited them to contact us directly. 
  
  
  Sincerely,
  
  Apple Inc.

  Customer response

  11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this message finds you well. I am writing to express my concerns regarding a recent purchase I made from your company, an iPad and keyboard. As a chef working in a busy school environment, I manage meals for approximately 400 students three times a day, which leaves me with very limited time for errands or shopping.I chose your company for its reputation for quality and trustworthiness, even though I understand that your prices may be higher. However, upon receiving my order, I realized that the iPad did not meet my expectations. with my hectic schedule i still went right to your website.When I attempted to navigate your website to initiate a return, I encountered difficulties. While the option to return the keyboard was available, the iPad was not, leading to my confusion. i texted the apple chat that helped me with the order but got zero response. now 2 months later i finally got a few days off I reached out to your support team, but unfortunately, my experience was disappointing. Two of the three representatives I spoke with were unhelpful and where acting very rude their responses felt very dismissive. even after the 14 day policy i still think that since i tried earlier and web was not allowing and i also tried to text they should refund [the iPad was put aside and basically never used] I have documentation and evidence to support my claims regarding the issues I've encountered. Given the circumstances, I kindly request a refund for the iPad. I believe that resolving this matter promptly and professionally aligns with the quality of service your company is known for.Thank you for your attention to this matter. I look forward to your prompt response.**** ******

  Business response

  10/30/2024

  October 30, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  
  Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/26/24 My phone wasnt working properly while using it. The phone would periodically freeze so I turned it off. When turned back on the phone remained frozen with a black screen and only the apple logo. I called tech support to troubleshoot the issue but they were unsuccessful. I made an appointment for the Genius Bar and waited for my appointment time to come. Once at the store a genius with 0 empathy hooked the phone to a laptop to try to update my phone. It didnt work. The error message on the screen gave her enough pause that she had to ask a manager for clarification. The manager was unsure so she googled the code on her phone. The genius read the screen then told me the problem was I didnt have enough memory left on my phone to complete the update. I told her I didnt do the update and my settings for updates in my phone was on auto update. The tech informed me that the larger updates have to be done manually, which I know is not true. She then informed me I had no choice but to reset the phone back to the factory settings. I asked her if Id lose all my data. She explained that some of the data would still be transferred to the phone but everything else would always be available to me in the cloud. She made sure I agreed to the policy of apple not being responsible for my lost data before she rest my phone. Once I got home I realized my phone was reset back to 10/2021. I LOST THREE YEARS OF MY LIFE. My lupus filled, facing death everyday life. Precious memories and important health information. No one can explain to me how this update was able to be forced on my phone if I didnt have enough memory on my phone. If given notification I could have removed apps from my phone to free up space for the update. Two techs on the phone told me theres no way this shouldve happen to begin with. I WANT MY DATA BACK!! THIS WILL BE THE LAST APPLE PRODUCT I EVER PURCHASE!!! Also why am I paying $60 a month for ****** when my data isnt there???

  Business response

  11/01/2024

  November 1, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  
  Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.
  
  
  Sincerely,
  
  Apple Inc.

  Customer response

  11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I am still very disappointed because there was no real resolution. I dont have my data, I dont have the money I paid out for the security of iCloud that I didnt receive. Even worst I dont have a cause or reason as to why this occurred which only leads me to suspect that it can happen again. In my household we have a ton of apple products. Its heartbreaking to say but this maybe the last one we purchase! 
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a small business owner and buy and sell Apple Devices for my business. I setup Apple iCloud in 2022 for my business to prevent theft or snatching of devices. ********************** has unlawfully disabled my Apple ID. From the 2nd week of October 2024 till now, Every time I login, it says Inactive. This has made my devices useless. I cannot reset them or even sell them. My OWN APPLEID that I created has locked me out of my OWN devices. All pleads of help to Apple support have been useless. My AppleID is ************************

  Business response

  11/05/2024

  November 5, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22475042
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The issue reported by the customer has been satisfactorily resolved. The Apple Account has been reactivated.
  
  
  Apple recommends the customer carefully review ********************** Support articles If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.
  
  
  The customer may review the iCloud Terms of Service at **************************************************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/10/2024

   
  Better Business Bureau:
  You guys are the best!! 
  there was no way Apple was listening to me and treating me horribly and only because of you guys at BBB I was able to escalate and resolve the is issue 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Malvern Intouch

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to trade in multiple devices for the new IPhone 16 Pro Max, and when I did not approve the amount they offered; they sent back only one of the three items. I sent them an iPhone inside a $50 case, and an Apple Watch. When I received the package, the iPhone was damaged and customer service told me that they destroyed the phone case and the watch without my consent. When I contact customer service about the issue, they not willing to assist. Now I have a damaged phone and two of my returned items were stolen/destroyed without my consent.

  Business response

  11/06/2024

  November 6, 2024
  
  
  Better Business Bureau
  *********************************************>******************-3507
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, ********************** has invited them to contact us directly. 
  
  
  Sincerely,
  
  Apple Inc.
  
  

  Customer response

  11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in my IPhone 13 Pro Max towards the IPhone 16 Pro Max on 9/20/24. During the time, my cell phone provider ****** had a promotion going on to where I qualified for up to $1,000.00 in trade-in credits towards the IPhone 16 Pro. My trade in qualified for that promotion. The store assured me that I will indeed receive the credits. My bill following through **** did not have the trade in valued at $1,000.00. I contacted **** and was advised that Apple listed my trade-in at $400.00 and that it will be up to Apple to change this. I contacted Apple Support, which directed me to follow up with my store. I tried contacting my local Apple Store to where I brought the device from and have not heard anything back from them. I am concerned that I will not get the full promotional value that I was assured I will receive.

  Business response

  11/07/2024

  November 7, 2024
  
  
  
  
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: #********.
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  
  This office has been in contact with the customer and while this may not happen in all instances, we anticipate reaching a satisfactory resolution regarding their concerns. Apple has invited them to contact us directly while we continue to support their issue.
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Apple has reached out to me and is currently working on my behalf to find a solution for my concerns.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own an iPhone 14 Pro Max (1TB) iPhone. One the past month, Ive been experiencing the following issues with the Issue #1: The Front and all (3) rear cameras on are taking warped, stretched and blurry photos (in many cases two blurred spots are on all of my phones).Issue #2: When recording with the device, in most cases I get no sound whatsoever and in many cases, the sound does record, but it extremely muffled. Issue #3: The Battery on the device doesnt hold its charge and dies within a few hours of operation. In most cases, the device is not even being used and depletes on it own merit. Charging the device takes over 5 hours to get from 15% - 45% which is pathetic at best.Ive spoken with ****** a Senior Advisor over the phone and she advised that I visit an Apple Store to be assessed in person. I went to **************************************************************************** to have the phone diagnosed. Upon completion of the diagnostics it was determined that there was no errors that appeared on their tests. In light of this information, they were unable to assist me and asked that I return if the issues persist. I advised the person that I use my device as part of my job (that I am a photographer and videographer) and that I require this replacement as soon as possible. I was advised to request a EXPRESS REPLACEMENT through customer service. I went home and called ********************** Support and initiated this replacement. I was advised by the agent that it would take 1-2 business days to have a replacement phone mailed out and it would take and additional 3-5 days to arrive by the courier. I agree that this was acceptable, only to find out today (Oct, 24, 2022) two days later that Apple is having difficulties finding a replacement for my device and it could take and additional 7 days to find one. If I dont hear back from them in 7 additional days, that I would then be transferred to Customer Relations to further investigate.

  Business response

  11/04/2024

  November 3, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22468340
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  Apple appreciates the customers patience while we worked towards resolving this matter. 
  
  
  The issue reported by the customer has been satisfactorily resolved.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** did not resolve the Issue themselves, if it was up to them the matter would still be unresolved. It was the associate at the Apple Store who determined the device was faulty and decided to replace the device on their end. 
  
  ****** ******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made multiple attempts with apple concerning my ****** account. On which I have multiple passwords and or photos of deceased relatives and my life over the 10 years. Apple has one day decided to deactivate my account and ask me to reactivate it. when applying to do so multiple **** on there end say that if I have not been reactivated in 24 hours there is nothing they can do and no way to escalate this or contact anyone at all what so ever. pretty much I have lost 10 years of data, access to multiple coin and digital wallets in the amount of 50+k etc. Every time I call they say I can go ahead and file a complaint but nothing will happen as they really don't care and are just the "messenger" the iCloud Im having an issue with is ***********************

  Business response

  11/01/2024

  November 1, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22465266
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The issue reported by the customer has been satisfactorily resolved. The ************** account has been reactivated.
  
  
  Apple recommends the customer carefully review ********************** Support articles If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.
  
  
  The customer may review the ********************** ************** Terms and Conditions at *********************************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩