AppleCare Customer Service Issues

I have encountered several problems with a brand-new iPhone. Apple replaced it on Friday and now the phone shows no service. The Apple Care case number I just received is [redacted]25. The nearest Apple store is 2 hours away, and the closest retailer is over an hour's drive. I visited an Apple store just last Friday. I am hoping Apple can send a new phone and we can return the faulty one. We have troubleshooted with Apple and verified that our carrier is not the issue. I am deeply disappointed with Apple right now, as I would once again need to take time off work to visit an Apple retailer. It would be greatly appreciated if a new phone could be mailed to us. The phone Apple replaced on Friday was only 5 months old, and now the current replacement, only 3 days old, is unusable. Despite this, we will still be charged by our carrier. Feeling highly frustrated.

I recently encountered a situation where individuals claiming to be from Apple Care persuaded me to purchase App Store, I-Tunes, and Google Play cards for a total of $[redacted] at the local Hy-Vee store in Columbia, Missouri. They identified themselves as Ryan, Jake Brown, and Michael Stark. Initially, I trusted them due to Apple Care's credibility, especially when the number displayed on my iPhone showed as Apple Care [([redacted])-[redacted]]. They assured me that the purchases were for a security app and promised a refund to my debit card within 30 to 90 minutes. Unfortunately, no security measures were implemented, and they attempted to request more money once my suspicions arose. As of now, no refunds have been processed. I am seeking guidance on how to retrieve my funds. I can be reached at ([redacted])-[redacted] or via email at [redacted] Thank you. - Xavier Avula

I am looking to replace my current iPhone 7 Plus. Despite having replaced it three months ago due to the same issue, people are still unable to hear me during phone calls. I previously went through a repair process that did not solve the problem, and even after a replacement in March, I am experiencing the same issues. Communication is challenging as people struggle to hear me, and vice versa. I have been a loyal iPhone user since the iPhone 3, without issues until the iPhone 7 Plus. I have faced continuous problems with it, making it difficult to use for business calls. I believe as a loyal customer, I deserve a functioning phone that meets my needs.

My Apple Watch is supposed to work with the cellular feature, but it's not functioning properly. I believe that even without my iPhone nearby, I should be able to use it for text, email, and calls. I use Verizon as my carrier. I visited Verizon to configure it after receiving excellent service from Apple for a repair. Unfortunately, I didn't remember my Verizon password for Apple to activate the cellular function. Although Verizon managed to activate it, the feature stopped working after a couple of days.

Yesterday, my husband reached out to AppleCare due to issues with my computer. Unknown files were appearing in my downloads folder, suggesting a possible virus attack. AppleCare suggested going to a local Vons or Target to purchase iTunes cards to cover the cost of a 7-year plan for $[redacted]. Today, I received a call stating that virus-related issues were not covered, and an additional $[redacted] for sonic firewall protection was required. When I mentioned the previous misinformation, the representative was unhelpful and rudely hung up after refusing a refund. The case ID is RTD[redacted]7. I appreciate any assistance. Thank you, A. Haight

I purchased this computer brand new about a month and a half ago. Since then, it has "black screened" on me at least six or seven times, including today after not occurring for a few weeks. When it happens, everything on the computer freezes, the mouse and keys are unresponsive, and the screen goes black. It doesn't restart immediately but self-restarts within a couple of minutes. I contacted Best Buy after the initial issues, but the problem seemed to resolve until today. I am worried there might be a hardware defect, and I want to address it quickly as the computer is still under warranty.

Hello, I'm currently in Spain, and my iPad Pro 11 ([redacted]) is not charging despite using good Apple cables and power supply. I visited GoldenMac in Cadiz, where they confirmed a faulty USB-C port requiring a replacement iPad. However, due to my travel schedule, waiting for the replacement isn't feasible as I leave soon. I suggested picking up a new iPad in Valencia, but they mentioned it has to be collected from the original location in Cadiz. I’ll be in Valencia from the 29th to the 31st of March, where there is an Apple store conveniently located. I hope Apple can expedite the replacement process given my situation. The iPad, under warranty until November [redacted], is crucial for communication, navigation, and other travel needs. Your prompt assistance is greatly appreciated. Thank you, William P. Wise

Hello, I am looking for the IMEI numbers of two stolen iPads from January [redacted]. Unfortunately, I don't have any records of them anymore. I reported the theft to Apple and the police at the time. I was hoping that with a new IMEI search, I might be able to find them now. My name is Lisa, and I am willing to chat online if needed. Thank you. I believe there should be a record of my phone call to Apple in January [redacted] when I reported the two stolen iPads. I provided Apple with the serial numbers back then.

I believe my computer might have been compromised when my Gmail password was hacked. I contacted Google/Gmail technical support and the representative from India informed me that my computer had been hacked. I granted him permission for screen sharing, and he accessed my Terminal to show me some unfamiliar information, including an IP address attempting to access my Mac. He proposed installing a security system for a fee, but I declined and informed him I would contact AppleCare instead. I then powered off my computer, restarted it, and took steps to address the situation.

I bought an iPhone 8 through Sprint with the promise of 6 months of free Apple Music, but my daughter and I have been charged despite the free offer. I request either the promised 6 months of free Apple Music or a refund for the charges made to my card. Please assist me in resolving this issue promptly. Thank you for your help. My name on the account is Arthur D Higbie, and my contact numbers are as follows: [redacted] and [redacted].

This is my second attempt within the past hour to get a call back or be put in a queue for a live representative to assist me with my ongoing issue. I've already explained the details of the problem the first time, and I don't have the time to repeat it all over text. The problem relates to not receiving my six months of free Apple Music and being charged multiple times from my phone account wallet for a service that was supposed to be complimentary for my daughter and me.

I'm experiencing a virus issue on my computer. I spoke with a helpful representative earlier who advised me to shut down the computer, leading to a 42-minute update process. Despite being told someone would call back around 1:00, I have not received any follow-up. Upon restarting, a message from AppleCare plan indicated a virus and Trojan. Initially, a screen showed information, which has now disappeared, replaced by Mac Cleanup Pro scanning tool. I also have a malware detection program installed as per your suggestion, showing potential issues that I am unsure how to address. I am feeling overwhelmed and worried due to my lack of technical knowledge. While I believed I had virus protection, I am unable to locate it now. Any assistance would be greatly appreciated. Thank you.

I bought an iPod for my grandson last Christmas with Model MKJ02LL/A and Device ID CCQXJ096GGNL. Unfortunately, the camera has never worked properly and there are now issues with the screen jumping around and freezing up. When I attempted to return it to Best Buy in Columbus, IN where I purchased it, they were unable to process the return to Apple and mentioned they do not have parts or repair services in-house. The Geek Squad representative suggested I reach out to Apple for further assistance. I am seeking guidance on how to address these issues. Thank you. Paul D.

I did not make a purchase for $19.99, but my total charged by Apple is over $25 for a monthly subscription I did not intend to buy. I didn't even have enough money in my account for this purchase, and now I cannot download any apps until this amount is settled. I'm confused because I have never made such a large payment at once, and suddenly there are security measures on my account. To make things more frustrating, PayPal is requiring me to have $9 in my account even for free purchases. The situation escalated from a $1 charge to multiple attempts to withdraw money, causing me worries about additional charges from my bank. Surprisingly, the card linked to my account was not valid, and I have been asked to verify it repeatedly in the past few days. I would appreciate it if the unauthorized charge is reversed, and I can regain access to the App Store.

I recently purchased a Multiport adapter to connect a hard drive to my iPad Pro. However, it is not working properly. Initially, it seemed to work, but I am unable to open the files. I tried plugging it into power and restarting the iPad, but it did not resolve the issue. I suspect it may be a compatibility problem related to the hard drive's format or encryption. Additionally, I am considering removing the hard drive from my old MacBook Pro ([redacted]) to use with my iPad Pro. I am unsure of the process to safely remove the hard drive and which enclosure to buy. Lastly, I am experiencing issues with my Smart Keyboard for the iPad Pro. It frequently does not work or is not recognized by the iPad. I believe I purchased a warranty for it and would like to confirm.

I need assistance with my Apple ID linked to the phone number ending in [redacted]. My ex-boyfriend took my iPhone, so I can't locate it since it's turned off. I can't access the phone or its number, but I have a MacBook. The two-step verification is sending the code to a number I can't reach, which is [redacted]. The Apple ID linked to the number ending in [redacted] is [redacted], with the password [redacted]bcS. I just need help logging into my Apple ID as I can't verify it with my old card number [redacted][redacted] due to it being compromised. I am unable to locate my iPhone because my ex-boyfriend disabled it. Please assist me in gaining access to my work information and signing in on another device. Thank you for your help. - Brittany S. Email: [redacted] Phone number: [redacted]

I've spent hours on the phone trying to restart a replacement Apple Watch under warranty. Three tech personnel couldn't resolve the issue, so I was asked to send the replacement to another location for a software problem. I'm frustrated that Apple didn't send me a tested working watch initially. Most companies would provide a new product if a replacement isn't available. Going through this after paying full price and warranty is burdensome. I hope Apple can fulfill its warranty promises promptly. Thank you, Stuart.

I am experiencing ongoing issues with my MacBook Air (Model A1446) disconnecting from the wifi. Despite changing service providers recently, the problem persists. The technicians have replaced the router multiple times, checked all the wiring, and confirmed the dish alignment is correct. They have run extensive tests showing no problems, yet I continue to face disconnection problems. Interestingly, video calls via Zoom and Skype work well with no disconnection problems, but general internet browsing is a struggle. Each attempt to load a page requires multiple tries, often resulting in only partially loaded pages due to the connection dropping. Streaming is impossible. Technicians have confirmed the wifi works fine with their network, and even my phone on the same network has no issues. A diagnostics test revealed a LAN Connectivity Failure, prompting me to seek assistance as I have a thesis deadline approaching in 3 weeks and need a stable internet connection. Thank you for your support.

I am seeking a more efficient automated outgoing message system when calling Apple Care. Currently, the system prompts for my iMac's serial number and extensively explains where to locate it. While I have the serial number on hand, the system lacks the ability to allow me to vocally provide it, causing unnecessary delays every call. I have voiced this feedback in surveys and to support agents, yet Apple's suggested solution of submitting it on their website has not led to any improvements. Consequently, I now decline to participate in surveys as I await an update that allows for a smoother interaction when providing my iMac's serial number verbally.

Adrian is reaching out for assistance as she purchased a phone in-store, has been using it for a week, and noticed that it is not marked as picked up even though her Apple Card has been charged. She also mentioned that her trade-in kit is in transit with the carrier. Adrian expressed her worries due to the store's rude behavior, informing her that she must return the phone connected to AT&T or face consequences. While the serial number data is unavailable in the toolbox for verification, the finalized Apple Card charges and the tracking information confirming the trade-in kit delivery provide reassurance that the order should be in good standing despite not being marked as picked up at the store. Adrian plans to contact the store to ensure the order is accurately recorded.