Apple Computer Headquarters

I“m done with Apple. I liked their products (hardware/​software) enough to leave the Windows environment years ago with a complete changeover to Mac computers, iPhone and iPads. Their complete and utter failure in destroying Groups in the contacts of the iPhone where they are no longer (yes, they used to be) alphabetical (big problem if you have dozens of groups) and the inability of Siri’s voice recognition to call or pull up a specific contact (get this, it correctly spells the contact name which IS in the contacts then repeatedly tries to pull up another UGH!!!)
Even worse, they acknowledge the problem is on going and they have not taken the time to fix it. Goodbye, rotten Apple.

Love the products in general. They are pricey and have average customer support. It seemed they were not able to resolve my problem and at times it seemed like I was more tech savvy than the apple tech support person and I would just say I am slightly above average. Not a big fan of iTunes format seems like they could put together a better software program and all their other software could use a update and redesign. I don’t care for the format of their self help pages and many of them are out dated. I still rank them higher in support than comcast, microsoft, and symantec. I will also not that they had my call back number and when we got disconnected they did not call me back. I had to call them back. I did like that I received a email to rate my customer experience survey.

Fantastic computers, customer service and an outstanding clean energy policy. Apple is the only company that cares about the way it’s activities affect the environment and they take appropriate measures to ensure they are using sustainable processes when possible.

iTunes doesn’t have any way to submit public reviews, nor does apple, so in addition to filing a complaint with the BBB, I’m going to list my complaint here, potentially in addition to making it public in other ways in future. Any business that does not allow for public oversight brings up a serious red flag for me. My case number is 930 415 039 and the customer service representative that I spoke with was named Jason. He refused to give me any further information in order to help me to identify him in my complaint such as last name, clearly stating his exact job title, etc. which is why I’m choosing to reference my dispute/​claim by number.
Here goes…
I’ve had numerous problems with iTunes over the years. Recently (and this is no new thing for me), my account was disabled for the second time in as many weeks. When I called last week to have my account enabled, I was told that I’d be given three movies or a package of song purchases. I chose the three movies. There was no clear specification made as to how much the movies should cost, how new or old the movies could be, etc. I made my three purchases and my bank shut down my credit card for the day due to possible fraudulent charges because the charges totaled over $ 75! When I called to have my account restored and the billing issue looked into, I was told that it was my fault that I supposedly «misinterpreted» their offer. Frankly, even if I had, which I’m quite certain is NOT the case, three free movies is the least they could give me for my trouble. To top it off, I was passed on to the most condescending, disrespectful customer service manager that I’ve ever spoken with. He talked over me, continued speaking from what seemed like a written script, saying things like «great,» «good,» and «I understand» literally while speaking over me and clearly not listening to a word I was saying-​even when the complaints I was making were horrible. Who says «great» when a severely disappointed and disenchanted customer suggests that you’ve grossly over billed them? I lost my voice having to shout over this man to get my complaint across and whenever I would begin a sentence, I would be cut off with monotonous platitudes like «sure,» «great» and «fine.» When I finally said this is a really disreputable way to handle customer complaints, I was cautioned not to use derogatory terms. That’s a true statement, not a derogatory term. I’ll admit that after that I said sir, I could’ve used much less kind words with you and then I did just that, but I absolutely did not call him any names personally and I refrained from using anything untoward like the F word or anything like that, but I was endlessly chastised from that point on for calling the representative «names,» something that I did not do. I spoke only in terms of reference to the billing practices at hand. Every single time I began a complaint, as I mentioned before, I was totally cut off and the blame was laid squarely at my feet. Now, I run a business and I would simply never treat a customer like that. If a client has a complaint, I listen and unless the complaint is simply unfounded altogether, I always do whatever I am able, going above and beyond to make sure the client is happy. I don’t read from a sheet of platitudes and speak down to the customer, talking over them endlessly and trying to convince them that they’re at fault when it’s really me who’s at fault. That’s what good customer service reps do. As I mentioned earlier, I have had numerous issues with iTunes. I’ve been double billed, triple billed and many times, for the same downloads. Truly, I couldn’t purchase the same song/​program/​audiobook/​what have you multiple times even if I wanted to, so that’s not something that I feel I can take responsibility for. To my knowledge, though I don’t have all of the information in front of me at the current moment, those issues have been resolved with my bank, but I do want to paint an accurate picture for you of what I have had to contend with in the past with iTunes. I have had credit cards pop up on my account without me putting them there (both current and expired-​yes, expired credit cards have popped up on my account with no explanation and though for a time, I tried to remove all credit cards from my account and use only iTunes Store credit gift cards due to all of the billing issues I’ve experienced in the past, after several months of doing that, the option to have no credit card on my account mysteriously disappeared) and I have had numerous issues with my account being disabled for some arbitrary reason or another. Basically, I’ve had nothing but problems w/​iTunes in the past, but have stuck with them because I use my iPhone for business reasons. Today, however, with the horrid customer service manager I spoke with and the issues therein, it may be my last straw. Unfortunately, I need to go ahead and file this complaint for disreputable/​fraudulent business practices.

1 Infinite Loop (aka «IL1») is the «home» of Apple, but it’s just one building out of many that Apple occupies. There are 6 buildings total on Infinite Loop (the road is a squared oval like a running track) and many, many more Apple offices scattered through Cupertino and Sunnyvale.
There is an Apple Store on the south side of IL1 that has some unique Apple clothing and other merchandise (however, as of fall 2015 it is under reconstruction).
If you know someone working at Apple, they will be able to let you into the lobby of IL1, the quad at the center of the buildings, and Caffe Macs. Aside from that, there isn’t much for visitors to do here because it is primarily a corporate office, not an attraction.
The building itself is beautiful and clean, albeit not «Apple like». It just looks like a nice office building, not an Apple Store. The interior is a bit chilly for my taste due to overzealous AC.

This review is regarding Apple’s computers. I am a big fan of Apple, but it is very sad that Apple has not implemented good quality control and service for its computers. There are several lawsuits on-​going and also some recalls (which Apple acknowledged after 3+ years). Why is Apple taking so long to respond to so many errors with macbooks? I had bought a $ 300 PC and it lasted 10+ years with no problems. I bought a $ 4000 MacbookPro, it did not even last 1 year. I had extremely bad flicker problem. OK, after 3 years of millions of complaints, Apple agreed to fix it (Note: previously Apple store tech rep had falsely told me that the damage was because I dropped the computer in water). This year, my Macbook’s logic board was replaced, but during the repair, the techs introduced two new errors. One a very very bad flicker related to Wifi (have we ever seen a PC which flickers very badly on some Wifi, no!) and poor seating of battery. When I revisited Apple store, I was told that Wifi problem is due to a specific router, not Apple. Well, I have owned many laptops in my life and this has never happened. Hopefully, my review will encourage Apple management to step up and stop playing the blame game!
Real video for the flicker:

Apple, I love you and I hate you at the same time. Did you know that there is a bite missing from your apple, you are not complete. I am not drinking your apple cider and buying all of your products, not until you play nice.
I have been a loyal customer of yours for 18 years. My first personal apple was a Centris, followed by the Power Macintosh, an iMac, the Power Mac G3 Desktop, Titanium Powerbook G4, and finally back to back 27 inch iMacs. Every Graphic designer knows that designs made on macintoshes just look better, so we grin and buy more computers from you.
I love using my iMac for graphic design, the monitor is crisp and they sell 3 year warranties, so expect them to last about 37 months. I killed my last mac in 3 times 35 months and they replaced the system for me. The warranty is one of the best in the industry, their technical support specialists have dispatched technicians to my home to repair my system twice so far this year.
I have been loyal to you, so why do you treat me so poorly? You have replaced your operating system and made me replace all of my software not once but twice. Ok, it has been a while and I am over the thousands of dollars that I was forced to spend on that.
I use my computer for business and have recently noticed that the mail application does not display any messages older than 3 months. This has caused me a lot of stress, I frequently refer to these archival messages. Please stop taking features away, I use them for business!
I am still bitter about the fact that you do not support Flash on your iProducts. Who do you think designed all of those animations, and what do you think we used to design them on? The answer is the graphic designers who buy your computers built the software that you shunned.
So you shat on your clients.
Now what am I supposed to do when my clients ask me for animations? You guessed it, I turn them away. Poof, all of that knowledge and business ran out the door, never to return.
(This review was previously removed from the Apple Company store review page, I edited it and hope that I put it in it’s correct place this time)

Completely disgusted with the level of service received by Apple during the Apple Watch launch. I like many others was up at 2am Central time to order the watch, order was placed and timeframe for delivery was given. As the launch date got closer I noticed that my status had not changed. I called customer service and spoke with a rep that promised arrival of my order by launch date of April 24^th. The conversation was so detailed down right to what distribution center my watch was at. She stated to me «sir your apple watch is at the distribution center in Nashville Tennessee. You should have your watch right on time». Well Thursday morning I check status and order still has not shipped. So I call Apple and end up speaking with a rep named Zeta. She backtracked everything that was said to me until I told her to play back the call. A few minutes later she called me back and admitted that the representative had misled me with false information and that I would not be getting the watch in time as promised. I was furious and requested to speak with a person in management. During the escalation she said she submitted a request expedite my product. Friday came still no change in status. Member of management by the name of Russell called me and said that the request had been submitted. He basically came short of saying to me that I would have it very soon, but he couldn’t give me an actual date. He basically with his tone implied I would have it that weekend. Saturday and Sunday pass by. I call Russell at this point furious cause once again nothing has changed in order status. He promises me that they have submitted this request, seeing as I still don’t have the watch and nothing has changed that what I’m being told by them are a bunch of lies. Considering how all of my previous calls have gone I recorded this one as they were also recording it. During our heated conversation when he refused to escalate the matter further I informed him that the conversation had been recorded. He was angry on the other end and said that I should have informed him earlier. I told him in my state only one party has to be aware, and Apple initially did that with their disclaimer. He immediately changed his tone with me and disconnected the call. Apparently it’s ok for them to record us but the second you tell them you are doing the same thing it’s unacceptable? Oh wait that’s right cause now I have proof of their terrible service and now their voice will be heard by many via social media. The call very clearly captures him refusing to escalate the call further and stating that apple has made the decision not to escalate.
To recap Apple reps have misled a customer by providing false dates of arrival. Further misled me by implying that their «escalation» process would get things moving and I have proof of the representatives lying to me constantly.
Apple in recent years has changed tremendously. This was a customer experience focused company, now it’s a company that has half ass product launches and skillfully trained employees in the art of lying to customers. I regret my loyalty over the years to this company and most of all I regret how I let them manipulate and lie to me over the last few days. I don’t think I can ever trust apple again.

I have been an Apple device user since 2009 — mostly satisfied to this point — but really, I have just WASTED an hour of my Sunday morning trying to do a good deed, setting up an apple ID for my kid so she can use one of our old iPhones. I have never encountered a more frustrating, self-​righteous, or stupidly designed set of web dialogs in all my years as a consumer or as an IT professional who specializes in end user service.
First, iTunes rejected my daughter’s apple ID form because she is not old enough — forget that I am signing her up with my info — these people at Apple are such idiots. Then when I tried to set up family sharing, iCloud starts the dialog demanding that I «improve my password». Well, what if I don’t want to change my f-​ing password? Maybe I actually know best which password makes sense for my life, and maybe I actually know better than the dorks, misfits, and 40-​year-​old virgins working in Cupertino? Isn’t that possible?
I am so angry with the time I have wasted today that I am literally ready to go out this afternoon and start shopping for Samsung Galaxy or other andriod products. Thanks for the great user experience, Apple, and congratulations on infuriating another previously satisfied customer. Please don’t come crying to the government when your financials go into the shitter and you ask for federal assistance because you’re «too big to fail». It’s obvious to me that you’re too stupid to be in business long-​term. Somewhere along the line, you completely forgot how you won the hearts, minds, and imaginations of your customers with innovative, user-​friendly products and customer-​centric policies.

I have used Apple products for over 20 years and unfortunately I have to say that the company has gone degenerated from what it once was. They are so over-​focused on marketing their latest products that they simply do not pay enough attention to many products that they have already released. For example, a number of their programs such pages, numbers and safari have lagged far behind other similar products such as word, excel and firefox. Their iCloud system caused considerable data loss for me. In addition, the iPad is quite limited in comparison to other products such as the Surface tablet. And of course it is well known that their products are quite overpriced compared to the competition. Finally, their customer service process can be very frustrating. Reluctantly I must advise against Apple products.

I bought an macbook pro retina last February, as well as Apple care. The applecare support team told me my retina display would be replaced by apple. A young technology expert, decided i had personally cracled my screen. Not only was he dismissive and discourteous to an apple client has paid for many many devices, and over rode the Apple support team, he told me that i must have broken my screen… I will try to see to it, that he, as the judge, will be let go… Cant believe he is in charge of my destiny…

I bought an Apple Pro with apple care last year. When it stopped working, I took it in to receive the already bought care. They told me there was water damage when the computer was never near any liquids. They also said they would fix it at a flat cost of $ 700 some odd dollars. I told them to throw the (expletive) computer away and refund the money I spent for apple care. They said they could not do that. I then invited them to simply throw the (expletive) computer away and (expletive) themselves.
It’s bad enough they are selling a flawed product. But to charge a fee for help if it should be needed, and then say. «Oh, we’re so sorry. We do not fix that problem, but will charge you up the wazoo if you choose to have it addressed,» is quite beyond reason.

Been using their equipment for over a dozen years. Coming from windows market, I can say I’ve saved thousands of ours over the years not having to mess around. Am using macs, and, iPad. Love the tight integration.

I admit it, I’m pretty much an Apple slave. I have a 3 products and I absolutely love them. I grew up using a PC, but I’ve been using Macs and had iPods since middle school. I’ve had a Mac since high school. They’re very user friendly and innovative even though they’re pricey. The accessibility features are great. They’re cool computers that will last a while if you treat them right. I love the number of accessories you can get for your MacBooks, even though they are pricey. If there’s something wrong with your Mac, you can take it to the Apple store to be fixed, most of the time for free. Not to mention, the MacBooks are sleek and fairly lightweight.
Of course one complaint I have is the price. It’s not just the Apple products, though their prices have lowered a bit in the past few years, it’s also the accessories that Apple sells in their stores and online. The aluminum that the MacBook Pros are made or also dents really easily, so if you get one of those, make sure you get a shell for it. They’re expensive, but totally worth it, though their software updates suck sometimes.

I’m a PC guy. Always have been. My wife, on the other hand, is an Apple fanatic. She loves her Apple products and will not tolerate a single negative comment about them. I have to admit, I’ve looked at her Macbook Pro with some admiration. It’s a slick machine, but there’s no way I’d pay that kind of money for a laptop.
What’s prompted me to write this review is the crazy-​a$$ repair I just had to perform on that expensive little piece of equipment. Seems the speakers stopped working after the boy was using a pair of headphones with the Macbook. There was a red light emitting from the headphone port and the internal speakers would not engage after the jack was removed. WTF?
I went on-​line to find a solution and was amazed to read that there is a teeny, tiny switch INSIDE the headphone port. The solution was to take a toothpick and flick the switch from the 3 o’clock position down to the 6 o’clock. Seriously. After fiddling around in that little port with a plastic toothpick for about 20 minutes, I somehow miraculously hit the switch. The red light went off and the speakers went on. WTF?
We had to do a similar, Mickey Mouse action with a PAPERCLIP when a DVD wouldn’t eject from the internal DVD drive.
Paperclips and toothpicks. I’m imagining an Apple repair technician with a miniature toolbox, just big enough to hold a paperclip and a toothpick.

I am one of the cult, the worshiper of toys, admirer of ingenuity and user friendly applications. I have waited a lifetime for Apple to take its rightful place in the universe, pushing aside the dark forces of Microsoft and spreading the wonder of Appleness throughout the world. I own iPods, iPhones and MacBooks galore, buying into new technology with every release. I believe in the force of good engineering, fun and creative technology. Secretly, I’m in love with my MacBook Air.
I live in the Silicon Valley, the land of many others such as me. We are the followers of Mac and will smile, laugh, Emoji, Cut the Rope, and play Angry Birds until our iPhones are ripped from our clutching, happy hands. We will Unilocal in the washrooms and Words With Friends in business meetings. We will read at length with our iPads and dance to our own music with iTunes. We will not be oppressed by the Microsoft machine.
For those of you who are like me, join us. Come to the land of Silicon (not silicone, that’s L.A.). Come be a part of the Apple cult. If you love your Macs, this is where you belong. Computer marriage is legal in the State of California.

If you live in San Francisco and order a computer from Apple such as a refurbished computer be aware that they may try to ship it to you via FedEx Home Delivery (cheapest method of shipping using FedEx). The problem is that they’ll deliver during the day when a normal person is working and thus you won’t receive it. They’ll make three attempts to deliver and then it will be sent to their shipping center. This would be OK if they had a shipping center in the city of San Francisco but no, it is located in South San Francisco. After five to seven business days at the shipping center then it will be returned back to Apple. You can’t even ask them to hold it at the shipping center as it is their policy to make three attempts even if you request that it be held at the Shipping Center. UPS unlike FedEx Home Delivery allows you to request that it be held vs. attempting to deliver; furthermore, there is a UPS shipping center in San Francisco. As a result, I’m allowing the computer to be returned to Apple which means that Apple loses out on a sale. I am a fan of Apple but this makes me not one.
Check out the review of the FedEx Home Delivery location in S. San Francisco. It is not good.