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Does the "A" in Apple stand for Incompetent ?

By
Real Estate Agent with Kona Home Team (luva llc) RS 62947

Does the "A" in Apple stand for Incompetent ?

That makes as much sense as the story I am about  to  tell you. 

If you know me, you know I have written several reviews on the Apple iPhones, all really good ones. 

Here is where we change it up a notch, Applecare has been a nightmare beyond belief, lets start at the beginning - My Son, myself, a good friend, and his son,  spend the night at the ATT store for the grand release of the iPhone 6 and 6plus - of course it was a Circus atmosphere, and a great bonding time for my son and I.  (more on that review here) 

OK fast forward to March 4, 2015 - my son drops his iPhone 6 and it shatters, not a big deal, I purchased Applecare ---- right?   WRONG, this is where the nightmare begins!

I call in the claim and I am advised that this phone does not have Applecare on it, of course I disagree and I am required to provide the Applecare product number, which I have in my possession, so after an 1 hour and 23 minutes on the phone, me reading product numbers to them several times, I have a replacement phone on the way...... kind of. 

FYI - they blame the mix-up on the "Circus or Black Friday" effect the opening day had - whatever? 

(Bad day, my  wife also put hers through the washing machine - thank goodness she doesnt have Applecare ) 

My sons new phone arrives March 9th,  yeah!!!!  

Oh, wait a minute, it doesn't work, message says that the SIM card is incompatible with this phone. 

So here we go again, I call Applecare and I am advised that my sons phone does not have coverage and cant figure out why I was sent the phone? I give them all the information - AGAIN and after another 45 minutes on the phone, they tell me to take it to ATT and get a new SIM card. So off we go to the ATT store, and of course, we wait another hour at ATT,  get the new SIM card, Guess what, its not the SIM card, Applecare has sent me a T-Mobile phone and I am advised to send it back (by ATT). 

So, lets call Applecare for round 3. Now I get a senior adviser and he promises to own this problem until we are satisfied!

Well that lasted a week, same thing, this phone doesn't have Applecare - after several phone calls, sending in my  proof of purchase, my IME number, SEVERAL MORE TIMES, (He didn't just ask me once or twice, he asked me several times)  and at one point they  even had me call me son and have him read it off to them - AGAIN! You would think they would log it in by now, but NOOOO. In their defense, he did get the phone actually working, so things were not in as big of a rush - I was told it was merely  a matter of them fixing it in the system, and they would call me within 24 hours to verify it was resolved. 

24 hours later, I received a phone call, not the one I wanted though, it seems they want the T-Mobile phone back, not only do they want it back, they want it back now, and when they receive it, then they will send me the correct phone. 

NOT an option in my book, I very politely tell them I am sorry they have made SEVERAL mistakes throughout this entire process, I know "Stuff" happens and I am OK with that, but they need to send me out the new phone, when I receive it, I will send the other right back! Here is where the hand-off happens, again. 

I get a new Senior Adviser now, and give them all my IME numbers again!!! and at this point I am celebrating my sons birthday and advise her that we have been on the phone now for 38 minutes and ask that she calls me back when this is resolved. 

MISTAKE #48, my son goes to record some of the events of his birthday party, to share on social media - and it all comes to a screeching halt! NO MORE MEMORY!!! Seems as though they replaced his 64gb phone with a 16gb phone

Mistake #49 Out of the blue, the old broken phone arrives at my door, no explanation, no return labels, it just shows up! 

So here I sit, March 21st 2015, 17 days, another hour and 20 minutes on the phone, and I am advised - AGAIN - that the serial numbers are incorrect and I have to wait for them to clear up the mess they have. I did explain to them that I have sent the numbers in already and they have them on file. 

Apparently they keep closing out the files and opening a new one (I truly wander what the motivation is) 

OK, I read them IME numbers, from the broken one, and the incorrect, working one AGAIN!

They want me (for now) to keep the old phone, keep the new phone, and just hold on! They hope to have the mess cleared up by Monday and then we can start over. 

So here is the best case scenario. 

Monday they clear up the mess they have been unable to resolve in the past 17 days, ship me a new box, it arrives Wednesday, I ship the old phone back on Thursday, like nothing has happened and when they receive it the following Monday, then they will send out the correct - 64gb, ATT, phone that day and hopefully I am whole again by April 4th 2015 - EXACTLY one month later! 

Until then, sorry kid of mine, no new songs, no new games (memory is full on the 16gb) and those iTunes cards you got for your birthday - well just hold on to them for now. 

NEVER-MIND they have had an $649.00 hold on my credit card all this time.(FYI this is the amount for a 16gb phone ) Crazy, stupid, keep me IN the box, mentality.

Day  20 - no phone yet

Day 21 - no phone 

day 22 - no phone 

3/26/15  So here I sit, the phone has arrived, it came in around 2:00, its now 7:00, its dark outside, I am staring at the box. I don't even want it anymore. How sad, I waited in line overnight just  to get the first iPhone 6 on the island, and now I don't even want to open the box......... I know I will have to do it at some point, but I think for the night - it will sleep alone, in its box, on the table. 

3/27/15 I have to disclose something here, I know someone that works for Apple, someone that could have fixed this with one phone call from me.

 2 Things though, first of all I don't like to "call in that card" unless I absolutely have  to - you might think, that with all that happened above - it warranted a call to him.

But that leads me to the second part of the 2 things, all I wanted was to be treated fair, not because of who I know, but because of who I am.

Who am I ? I'm the guy that spent the night on the sidewalk to get your newest phone, I'm the guy that purchased 27**  significant Apple products in the last 10 years, I'm the guy that spent over 7 hours on the phone with you, I'm the guy you sent the wrong phone to, I'm the guy you sent the phone that I just sent you-back. 

And now, I'm the guy that probably wont be buying the next Apple product. 

I'm not looking for an apology, I'm not looking for something for free, the only thing I was looking for, you cant give me anymore. 

Update: 3/29/15 Look in comments below - just received and email today that my product shipped !!! (uhm, I think I have it, and I thought this nightmare was over) 

 Update 3/29/15 : So the call comes in from Apple, very professional apology, genuine concern on how satisfied we are. I am expecting some type of offer for my  troubles, I have decided long ago that I would  decline it, guessing it would probably be .... Maybe a $50.00 iTunes card? Just guessing ? Any case, I will pass, but whatever the offer is, I will pull the money out of my pocket and give it to my son - right? I can be hard headed, but he shouldn't suffer - right?    I have to tell you, they really felt bad, and offered something I couldn't refuse,

Many Mahalos (thanks) Apple. It is late here in Hawaii , I will update more later. 

 

 

 

** 3g x2, 3gs x2, 4 x3, 4s x4, 5 x5, 6, 6plus, iPad 1st gen, 2nd gen, Air, and Mini, Apple tv. (looks like it was only 24 - but I may have missed  1 or 2) 

(see that empty  seat, next to the people sitting at the door at 3 am - I'm that guy) 

So much for Applecare! 

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Aloha, and have a great day 

Lance Owens (RS)

(808) 936-8383

Lance@KonaHomeTeam.com

www.KonaHomeTeam.com

LUVA Real Estate 

75-240 Nani Kailua Dr #8 , Kailua Kona, HI. 96740 (Pines Plaza

Comments (20)

Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

FYI - this just came in - 3rd time this week 

We've shipped the replacement product you requested. You should receive it in about two business days.

Model
IPHONE 6

Repair ID

Mar 21, 2015 07:28 AM
Praful Thakkar
LAER Realty Partners - Andover, MA
Andover, MA: Andover Luxury Homes For Sale

Lance Owens (RS) - from what I have read and heard, your experience is different! (Not that I love 'A'pple!)

Wishing you good luck to have this taken care of - soon! (There is a 1st April inbetween, make sure it is not.....)

Mar 21, 2015 08:49 AM
Wayne Johnson
Coldwell Banker D'Ann Harper REALTORS® - San Antonio, TX
San Antonio REALTOR, San Antonio Homes For Sale

Lance Owens (RS) wow, when things go bad at Apple they must to terribly wrong. Happy to say I've never had a bad customer service experience with them. Sorry for your troubles.

Mar 21, 2015 12:35 PM
John Pusa
Glendale, CA

Lance - Hope you resolve the issue with Apple soon, and wishing you the best.

Mar 21, 2015 02:18 PM
Joan Whitebook
BHG The Masiello Group - Nashua, NH
Consumer Focused Real Estate Services

Wow -- I think this describes a rotten apple.  They really need to get a fresh approach to customer service.  This is outrageous.

Mar 21, 2015 03:02 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

I have to say up until this incident, they have always been good, but I have given them 4 try's to make it right, and we arent even close yet.

i will keep you posted

Mar 21, 2015 03:08 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

Update: 

Why would this get emailed to me today 3/21/15 with the subject stating

Your replacement product has shipped. 

Seems weird ? 


 
Date/Time
Activity   Location
 
3/09/2015 - Monday
9:48 am Delivered   KAILUA KONA, HI
   
7:40 am On FedEx vehicle for delivery   KAILUA KONA, HI
   
 
3/06/2015 - Friday
4:54 pm At local FedEx facility   KAILUA KONA, HI
   
2:39 pm Delivery exception   KAILUA KONA, HI
 
Customer not available or business closed
1:41 pm On FedEx vehicle for delivery   KAILUA KONA, HI
   
1:32 pm At local FedEx facility   KAILUA KONA, HI
   
9:58 am At destination sort facility   HONOLULU, HI
   
5:40 am Departed FedEx location   MEMPHIS, TN
   
 
3/05/2015 - Thursday
6:06 pm In transit   MEMPHIS, TN
   
6:05 pm In transit   MEMPHIS, TN
   
6:35 am In transit   MEMPHIS, TN
   
2:20 am Arrived at FedEx location   MEMPHIS, TN
   
 
3/04/2015 - Wednesday
6:15 pm Left FedEx origin facility   CARLISLE, PA
   
4:56 pm Picked up   MIDDLETOWN, PA
   
3:21 pm Shipment information sent to FedEx    
   
Select time zone 
 
Shipment Facts
Hide
 

Tracking number 6229048
Door tag number DT103297
Dimensions 9x2x6 in.
Delivered To Residence
Total shipment weight 1 lbs / 0.45 kgs
Invoice number 09000001
Special handling section Deliver Weekday, Residential Delivery, Indirect Signature Required
Service FedEx Priority Overnight
Weight 1 lbs / 0.45 kgs
Signature services Indirect signature required
Total pieces 1
Purchase order number 8365
Packaging Your Packaging
Mar 21, 2015 06:30 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

My email 3 days ago  also - same stats as above

 

Your replacement product has shipped.

Mar 21, 2015 06:38 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

So they send me a link to see the deatails of my case:

Here are the details of your case.

Your Case ID: 76096

iPhone 6
DNRNNA6MG5MF
Getting started with iPhone
 
 
  • Apple Support
  • Wednesday, March 18, 2015

 

 
Mar 21, 2015 06:41 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

Email from 3/9 /15 Details 

System down for maintenance

 

We're sorry, our system is not available at this time.

Please try again in a few minutes or return to the Apple Support site.

 

Mar 21, 2015 06:43 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

Here is an email from 3/9 also, now remember, I have already recieved the wrong phone 

What happens next?

Shipping

We'll send you the replacement product right away. You'll get an email with tracking information after the product has shipped.

Temporary authorization

We've placed a temporary authorization on your card. It's for $649 ("Equipment Replacement Value"). If we receive your original product within ten business days and if we confirm that the product is eligible for service coverage, the temporary authorization will expire.

If we don't receive your product within ten days, or if our technicians find that the product has been subjected to accidental damage or unauthorized modifications, we'll charge you the Equipment Replacement Value. We'll send an email to let you know about this charge.

If we receive your product before the due date and find that it's not eligible for full coverage, but IS eligible for out-of-warranty service, we'll charge you the Out-of-Warranty Service Fee. Please find the Out-of-Warranty Service Fee for your product in the list below. We'll send an email to let you know if we charge this fee.

If we receive your original product within the first ten days after the due date, and if our technicians confirm that it's eligible for service, we'll charge you the Late Fee. Please find the Late Fee for your product in the list below. We'll also give you a refund of the Equipment Replacement Value.

Express Replacement Service Fee

If your iPhone is covered by AppleCare+, there's no charge for this Express Replacement Service. If your iPhone is not covered by AppleCare+, you will be charged an Express Replacement Service fee of $29.

Coverage

Based on the information you have provided, we believe that your repair will be covered by the warranty, AppleCare+, or an Apple repair program.

Under the terms of AppleCare+, you have coverage for up to two incidents of accidental damage from handling. This service request will use one of those two incidents, and you have been charged the following service fee: $82.29

Mar 21, 2015 06:46 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

Here is my email from the 8th, remember now, I still havent recieved my phone yet. 

In hindsight, I trusted them blindly and did not read that they were sending out a 16gb , shame on both of us, but again, I put my  trust  in their hands, trust  me that wont happen again. 

ALSO NOTE: the repair ID has changed, probably an internal way to not make it look so bad on their part. 

ALSO Note, this phone just got sent back to me - no explanation, no notes, no return tag - nothing! 

#TrustNoMore 

Four more days.

Please disregard this email if you have already returned your product to us. Thanks for returning the item and we hope you're happy with the replacement.

Otherwise, consider this a reminder to send us your original product. When you requested service, Apple placed a temporary authorization on your credit or debit card. We will charge you that amount if we don't receive the item in the next four business days. Please refer to the confirmation email we sent you when you requested service.

Model: iPhone 6, MM, 16GB, Gold, AEX
Repair ID: D1496

If you have any difficulties returning the item, please Contact Apple Support. Be sure to use the same Repair ID.

You can also track the status of this repair at our Repair Status website.

Thanks,
Apple Support

Mar 21, 2015 06:50 PM
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Can't wait to read what you have to say on their customer satisfaction survey!

Mar 21, 2015 09:49 PM
Nicole Doty - Gilbert Real Estate Expert
Zion Realty - Gilbert, AZ
Broker/Owner of Zion Realty ZionRealtyAZ.com

My head is spinning from the dizzying array of incompetence going on. Luckily I've had several iPhone's over the years and never once have I had to deal with Apple customer service. Thank goodness. 

Mar 21, 2015 10:24 PM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

Gabe Sanders  You know I  am waiting for that one, I am curious though, with them closing and then re-opneing a new case, will I get several surveys :)  

Mar 22, 2015 03:39 AM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

Nicole Doty - Gilbert Real Estate Expert Lucky woman , I have to say in defense of Applecare, I have had years of awesome service and never would have written this blog, unless I was on the 3rd senior manager and I was sitting where I am now.

Mar 22, 2015 03:41 AM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island

I have updated the blog significantly, take a moment and catch up on the last 3rd of the page. 

Mar 27, 2015 11:36 AM
Kona Home Team (LUVA LLC) Lance Owens (RB-24133)
Kona Home Team (luva llc) - Kailua-Kona, HI
2024 Real Estate Expert - Hawaii Island
Look at todays email - 3/29/15 - look at the dates I have to return them by.
It Just doesnts stop! 

 

On its way!

We've shipped the replacement product you requested. You should receive it in about two business days.

Model
IPHONE 6


We're including shipping materials as well as instructions for sending your original product back to us. Be sure to send us only the item you're replacing. If you include extra items in the package, we won't be able to return them to you. To avoid being charged a non-return fee, make sure we receive your original product by 2015-03-18.

Thanks,
Apple Support

Mar 29, 2015 02:51 AM
Pamela Seley
West Coast Realty Division - Murrieta, CA
Residential Real Estate Agent serving SW RivCo CA

Wow. Apple customer service sounds like a nightmare. I had thought about getting an iphone, but stuck with my dependable blackberry. Glad I didn't switch after reading your story.  

May 29, 2015 07:41 PM