"Tried to return defective product, told was within specifications. Charged $200 in restocking fees. Horrible genius bar workers and managers."

"Not only was I wary of spending over 2,000 on a new computer with an operating system I have never used, I was even more anxious about the tech support I would receive if I ever were to need it. Turns out just recently I need it. The battery on my Macbook Pro cuts out after about 30 minutes of use (unplugged) so I gave apple tech support a call. The best part is that during this time and several other times I have called, I have spoken with someone who speaks perfect english, probably American. Everytime I have called they were more than helpful, even when I had no idea what I was doing. Great support from Apple and could not be happier. "

"I just purchased two refurbished iPods: a 1st Gen 4GB nano, and a 30GB Video iPod.

There was an issue with the address, and i got an instant email from apple, requesting to rectify. I did it, and in the next day i received the iPods.

Kudos to Apple."

"Ordered a refurb. Black 2-gig Nano for the wife, shipping was good Nano was even better, just like new.No problems with product.Wife loves it over here creative MP3 player."

"After looking around for an ipod shuffle 2.0 for cheaper than what apple was offering, I decided to just give in and order it from them. They had a free shipping deal going as well as free engraving if you like.

Buying the product was painless, however I don't like having to register with a company if I don't want to. Apple forces you to, even though I won't be the one using the ipod. Minor grievance.

The product was shipped promptly and arrived within 6 days from the date of purchase which I pretty fast for the holidays. The product was packaged as expected in a small box using some bubble fill. Everything went as expected."

"One word: Horrible!

They sent me the wrong cable, and refused to exchange it for the right one without making me pay for a restocking fee plus more shipping and tax(Which no other site has ever made me pay tax that I recall). I sent off an e-mail to customer service, that basically just said that I need to read the refund policy, without addressing anything specific.

This is by far the worst experience I'v had with an online retailer to date. Stay Far Away!"

"I went to apple for an IPOD 4 Gig nano...Ordered the white refurb model...they had a problem with the package according to fedex who state it arrived damaged ..but as soon as I called they over-nighted another one...I had my nano in less then a week...a 5 day turn around...excellent product at 60.00 to 100.00 off the retail price full funtional plug and play! Only thing I want now is a new head phone set since I really dont have ear holes big enough for ear buds!! Apple is the best!! Ordered online and an hour later it was on its way tracking # and all...will shop again with apple.."

"This is the most horrible experience I've had with a company, and believe me, I've dealt with a lot of online retailers and none of them are as close to being horrible as Apple's. Dont get me wrong Apple retail store support is awesome, but AppleCare is worst than Dell's outsourced phone support.
Purchase a Macbook Pro refurbished on oct 24. first problem : they charged me an extra 1200 bucks on my checking account. WTF ?? I called them and took them an hour to fix that problem.
second problem: got my macbook pro within a week, found out that the AC adapter was DOA, now how the hell am i supposed to use this computer if I cant charge it ? called applecare, and guess what ? they told me they couldnt do anything about it, after several heated arguments, finally got them to ship a new one for me. THEY PROMISED ME IT WILL BE SHIPPED OVERNIGHT. Well I was satisfied then, but guess what ? I waited 2 f'ing weeks just to get the part shipped from Apple, and they didn't even get the address right. Shame on you Apple, Dell's support is better than this, "

"Took half an hour to get in touch with a representative. Item was replaced 2 weeks after."

"I ordered two pairs of headphones for my Ipod. Shipping was prompt, but one pair, sounded terrible even though the ratings were goood. I tried to return them to the store, and it was a nightmare. Put on hold, discconnected, etc. It took almost an hour. I would not but from the Apple Store again."

"So far, My experience with the apple online store has been a nightmare.

I recently decided to purchase a new black macbook for school. I went with the student promo that offers an ipod discount when ordered. With this I picked up a black 30g ipod.

My online order went fine, I selected 2day shipping, done, easy.. All is well? WRONG.

The next morning I get an email saying my order was not processed because the shipping address I put on my order was different from that on my debit card. It WAS NOT Different, so I call apple.

The Rep double checks both addresses given and then calls my bank to confirm. Everything is correct and he clears the order and also reverses my $18 shipping charge. great!

My ipod was shipped July 24th, I recieved it today, July 26th. Two day shipping works! WRONG AGAIN. Inside the SEALED FEDEX box, Everything is torn to pieces. My ipod box is open and ripped in half. When I open the mangled box, there is ABSOLUTELY NOTHING inside except the cleaning cloth and the cd. Seeing as how the box was sealed, and shipped FROM apple, this definitely raises some eyebrows. They have yet to respond to my emails and calls.

So on to the other half of my order: the new macbook. I ordered this with 2 day shipping because I am getting ready to move at the end of the month. Apple said OK, we can get it out in 2 days. Once again, oh so horribly WRONG.

See, what Apple fails to mention is that if their products are not in stock at a local facility, they ship it from CHINA just so they can say they are 'ALWAYS IN STOCK'. It has been 2 days since my macbook 'shipped' and the Fedex tracker still shows it in China. I know for a fact it wont be able to get here before I have to move, therefore creating another shipping problem. great.

I love apple products, they are amazing, but do yourself a favor. If you are planning on ordering anything besides an ipod through the apple online store... DON'T. Go into a local apple store and purchase in person, save yourself a headache. The Apple online store charges tax anyway, so you don't gain any benefit purchasing online."

"Worste coustimer services ever. My sister's ipod mini's wheel broke. So since it is still under warrenty, we went onto the applie website, to get it sent in to repair. Well that was a week ago. And Apple still has e-mailed my mom or sister. And it said the ipod was all of warrenty which is a lie, because the ipod was bought in Sept. of 05. So my mom called apple and they said they never recived the fax or e-mail. So my mom sent the fax and e-mail again, and still no responce.
I don't know where apple get's their better the windows. All the PC windows's computer, have better tech support, you get a responce within hours."

"I ordered an engraved white 30gb iPod for a present on wednesday the 5th. I assumed that I would receive it after the 10th which happened to be the persons birthday, but actually received it on friday the 7th ! Thanks Apple!"

"Absolutely horrible customer support. Within 45 days of getting my system, the mouse died (would not scroll down anymore) I tried Apple's cleaning procedures to no avail, so I called Applecare and spend 45 minutes on the phone with a tech who refused to just accept the fact that the mouse was dead (despite the fact that these mice are plagued with the exact same problem that mine had, and tons of people have reported the same problem with theirs). So I spent 45 minutes on the phone with the tech who was grasping at straws and making me try things that in no way had anything to do with the problem (booting to safe mode, creating a new user account and trying the mouse from there, booting from the CD and trying the mouse from there, plugging it into different USB ports) etc. And all this, despite the fact that I had told him I had plugged in a different mouse and it worked fine.

Finally, I got them to send me a new mouse, but they didn't send me a shipping label to send the old one back... So I have to call them to get that.

And to make matters worse, the second mouse they sent me died in less then two weeks, from the exact same problem the first one had. So again, I have to call AppleCare and have them send out yet another replacement. However, my last attempt at calling them resulted in "Due to high call volume, your hold time will be greater than 15 minutes".

Bottom line, AppleCare is terrible, is staffed by people who don't know what they are doing and just grasp at straws that have nothing to do with the problem at hand, and who talk down to their customers and treat them like they are idiots.

AppleCare is, without a doubt, the worse tech support experience I have ever had in my life.

Update: Apple didn't send me a return shipping label, and then charged my credit card $49 for a mouse that probably isn't worth more then $10.

I have spent a cumulative total of over 130 minutes on the phone with AppleCare today, most of it hold time as I get transfered to different departments to try to find someone who can resolve this problem. They refuse to have someone call me back, refuse to give me an email address I can contact someone at, and refuse to transfer me directly to a supervisor of a given department.

It should be illegal for a company to treat their customers this poorly."

"I ordered two (2) Sony HDR-FX1 HDV camcorders from apple's online store on Friday March 31, 2006 (at an amazing price of $1995.95 each). At the time of my order (6:39 am PST) the estimated time to ship was "Within 24 Hours".

Estimated arrival was originally April 5, 2006. I did call and speak with an apple rep (around 12:40pm PST) because I decided I would like to upgrade the shipping to overnight ($6.00 more). The rep I spoke with told me that it would be no problem, the cameras would ship monday, and I would recieve them tuesday (April 4, 2006). I also asked if she would confirm that the $1995.95 price was correct. She said it was correct.

Later that evening I logged into my apple store account to check the status of my order, and it was cancelled. I never received any communication (email or phone call) to notify me of my orders cancelled status.

Again, I called apple and they couldn't offer an explanation, other than "they ran out of stock." Even after the rep I spoke with earlier in the day confirmed the cameras were in stock and my order would ship monday.

Apple's store policy states, "Although every effort is made to ship your order according to the lead time provided, shipping dates may change due to changes in supply. If the lead time changes, Apple will contact you via email and provide a revised shipping estimate." Again, I received no email stating the status of my order had changed.

The online apple store also states, "We're committed to your satisfaction". I wasn't very satisfied, and they weren't going to do anymore about it than offer me $50.00 off my next purchase."