Complaint Review: Apple computers - Cupertino CA

I purchased a new MacBook Pro from Apple February 2018 that proved to be a Lemon.  When I purchased this device, I was also not informed about the known defects of the logic board,  keyboard, top case and battery even though these defects had been fully documented and admitted by Apple. 

In June, it needed the keyboard and top case repaired as well as a new battery: all of which should have been covered by my warranty. However, Apple forced me to pay $500 for these based on their claim, but no proof, of water damage. As well, the total cost for these repairs should have only been $250. 

Within the 1st year of ownership, I had 58 telephone remote sessions to fix the many problems with this device. On one of these sessions, a senior technician insisted I delete hundreds of system files. Aftwards, the basic functions of my computer no longer worked. This was documented by three separate remote sessions that followed in which other technicians documented the issues caused by the other technician. When I complained about this to Apple, they refused to take any responsibility or action.

Soon afterwards, my defective logic board failed in April 2019. This computer was only 14 months old, yet Apple STILL refused to deem it a lemon and was going to force me to pay for a known defective part. Since logic boards only fail if defective, they had no right to insist this was my fault. An end used cannot break a logic board!

I fought hard to get justice and finally found someone who told me the repairs would be done at Apple's expense. When I picked my computer up from the Apple store, it was given to me at no charge. It then never worked again. Since Apple refused to replace it, I had to save up to buy a new one, which I did in November of 2019.

I had not been to the store for 9 months since retrieving the previously broken device. I now needed a genius bar appointment for my iMac after it was hacked. I scheduled this appointment for February 16, 2020. When I arrived for my appointment, a very nasty woman in the store told me I was "not allowed" to enter the store  and handed me a No trespass Notice claiming I was banned from ALL Apple stores forever!! When I asked why, she told me I still owed $500 for the logic board replacement from 9 months prior. I was shocked.

The Notice itself was invalid. No authorizing party signed it or had jurisdiction over "all Apple stores". I was not given the required written notification and notice of my right to appeal within 10 days of the notice creation. The Notice did not state the reason I was being punished and was authored by a Mall security company who had gone out of business. It also gave no end date for the restriction. 

I wrote a letter requesting the revocation of this notice on March 5th, 2020 and sent it to a Mr. Jeff Williams, Apple’s chief operating officer reporting to CEO Tim Cook. He oversees Apple’s entire worldwide operations, as well as customer service and support. On March 30, I was contacted by a Ms. Anne Vincent, from Apple's Retail Executive Relations, who claimed to want to help me resolve this matter. 

She did not, however, address my request to revoke this. Instead, she did a one-sided “investigation" for which I was not allowed a defense. Apple intentionally denied me critical information I needed by suddenly removing all records of repairs and remote sessions for this computer from my online account. 

After Ms. Vincent's clearly biased "investigation", she offered me the following settlement: I was required to pay the $500 for the defective part installed in my already non-functional laptop from a year ago. In return, I would not be given a written settlement or any guarantees of revocation of the No Trespass Notice! As well, I would not be given a single document in writing showing I owe this $500 and no receipt for paying it.

As if anyone would agree to such an unfair offer. I insisted that Ms. Vincent allow me to present a defense to prove how unfair Apple's actions had been. She agreed and I wrote her back citing 20 separate reasons documenting Apple's unfair behavior.  She promised to present my arguments, then called me back 5 days later with the exact same unfair offer!! Not one of my facts presented had been considered.

Apple is violating so many of my rights it is unbelievable! They have now put me in a position where I cannot win and will never have any rights. Even if I pay them for this year-old repair, I am still unable to go to any store should I need to use my service contracts. 

One last point I need to make is that I have been a long time, loyal customer of Apple products and recently spent $10K in equipment for my small business. What did I get in return for my loyalty? Betrayal, injustice, breached contracts, a refusal of accountability, cruel and unnecessary treatment, months of frustration and duress, and a serious abuse of power.

Even when I explained that the current Covid 19 pandemic caused me to lose 100% of my income and asked them to forgive the $500, they refused. Meanwhile, Apple posted its first quarter earnings of a record $58 billion in profits! They still insist that Apple deserves this $500 despite the hardship it will cause me.

No corporation could possibly be more abusive or unfair at a time when everyone else is focused on helping one another get through this unprecedented crisis and financial disaster. 

I dare them to prove me wrong!

Per Apple's Lemon policy, I should have received a replacement computer.