Apple’s Customer Service Needs Shining

Dan got a worm when he tried to fix an online transaction with Apple.

“I reversed the charges on my credit card, then cut the gift card to shreds and mailed the pieces back to Apple headquarters along with a letter very similar to this one,” writes Dan.

How did this man go from Apple fan to saying, “I’ll never buy an Apple product again?”

A tech snafu and an underpaid phone rep seem to blame…

Dan writes:

    “I received an iPod case for Christmas, and decided that I wanted a different one. (Side note: the one I wanted was the Agent 18 clear case, which is awesome. My local Apple store told me that they couldn’t sell me the case at this time, but they would accept my old case, and put the funds on a gift card for me, and those funds would be made available immediately.

    I went online to the Apple store, and purchased the video shield. The total cost was $32.57. My gift card contained $31.25. The remaining balance was charged to my credit card. A week later I got my receipt from Apple, they told me they had shipped my item, my gift card had been charged $1.32 and my credit card had been charged $31.25. That’s right, Apple pulled a little switch on me, charging my credit card the gift card amount, and the gift card the credit card amount. I called Apple to fix the problem.

    The Apple rep I got mumbled when she gave her name, and refused to repeat it when I asked her for it later on, so I can’t single anyone out. She told me that I must have typed the numbers into the wrong boxes. I mentioned how that was impossible, pointing out that Apple has separate pages entirely for charging credit cards and gift cards. Then she said that I must have made a mistake and Apple is not responsible for user error.

    I told her that I would be disputing the charge on my credit card, because I never authorized Apple to charge more than $1.32 to my card. She promptly told me that she didn’t really care. I asked for her name, she refused. I asked for her supervisor, and she hung up on me. I reversed the charges on my credit card, then cut the gift card to shreds and mailed the pieces back to Apple headquarters along with a letter very similar to this one.

    And I’ll never buy an Apple product again.”