"My friend bought a 20gb ipod off of apple.com for $300. It broke after the first couple of months and so he got a new for free due to the warranty. So my friend got the new ipod and a few months later he noticed there was dust in the screenand the back was rusting so he sent it in to get fixed. Apple charged him $40 to get it fixed. My friend called and called to get the issued solved. But, he still had to pay $40. So he got his new ipod and it is fine. My friend bought and ipod nano for his dad but when he got it it was broken. So he sent it in and waited 3 weeks ot get a new nano. So he got it and there was no ipod in the box. His dad calle the delivery company and found out that they delivered it to the wrong address. It took the company an hour to relize they delivered it to the wrong address. So the people who had it delivered to by mistake stole it. What a bunch of crap. His dad has to wait another 3 weeks just to get a new one. Apple sucks when it comes to quality and customer service. Apple sucks"

"Over the past few months I've ordered four items from Apple Store via the web after buying a new Mac laptop locally. All items arrived as promised. I find the website and ordering easy and, thus far, very reliable. The most recent item was a headset for the Nano that was backordered. Thye kept me up to date with emails. Nice service and product."

"Bad customer service, rude reps, unfair policies.

Knowing that the iPod nano had a scratching flaw, I purchased one (2, actually) anyway along with a "skin" for about 2 bucks. Well the skin is now wearing off and am looking for a more permenant solution. A pouch, a case, whatever. Now, about ready to buy a case, I find out that Apple is giving away FREE ones with the purchase of new Ipod Nanos.

Many people have since been getting these cases months after the purchase of their nanos for free by calling 1800MyApple. I did so as well, and after about an hour of being on hold, transfer here--transfer there, I was told that I did not deserve the free slip case. What?! He didn't seem to care or listen to what I had been saying.

BAD CUSTOMER SERVICE.

The person who "helped" me was Chris. He even went so far as to laugh at me.

Apple, you have just lost yourself a future customer. "

"My 20gig iPod died and was going to return it for repair... all the step goes fine. Checked the status under my apple account saying the item already shipped and the case is closed, but they did not provide any tracking confirmation (shipped out on Aug 11th 2005). So I called them and ask them for the status, first I spoke with a nice lady, she told me that they have tried to deliver a couple times and called me a couple times but was unable to reach me. (I was home and no calls, no deliver) so I was like ok then she said she will reshedule for the shippment. While in the process of resheduling I got disconnected... so I called them back again. Second time I spoke with a man, and I told him I want to check the status of my replacement and he ask me for the Serial number and Dispatch number. I told him and they he said the item's warranty already expired (I bought the iPod less than a year) and you have to pay for the shipping, handling and repair fees. so I was like "what the hell" and then I told him the story and he said, "ok wait let me put you on hold for a minute" and then he just hang up the phone on me (Jerk). Now I am typing this while making my 3RD phone calls... this is a man again, he seem pretty nice it looks like he got this for me and be able to reschedule the shippment. Very Nice got. Not too bad after spending 3 (THREE!!) hours on these calls just trying to check the status."

"I called Apple in order to purchase a reurbished IPOD. They were very forceful in trying to make me order by phone rather than online. I agree but said that I would first need to look for cases to include to my order. The lady first took my CC info and gave me her own extenstion # for me me to call with the add-ons for my order with a few minutes.
--BY THE WAY, THEY DID NOT SAY THERE WERE TAXES UNTIL AFTER THE ORDER WAS PLACED---
Well, I went to look for the case I wanted online, and ended up finding a cheaper player AND NEW. I then called Apple right away to cancel my order. I could not get a hold of the lady so I talk with another guy in with an Indian accent. He said that my order WAS CANCELED but that I should check in 1 -2 hours just in case. I asked for him to explain "jut-in-case" and he said that he tells that to everyone.
Ok... 10 minutes after that, I get an e-mail from Apple sayind that my order THE ONE THAT WAS SUPPOSED TO HAVE BEEN CANCELED was being prepared for shipment!!!!!!!! I called them immediately to ask what had happened, and they expaine that I had NEVER canceled my order!!
By then I had already purchased the cheaper player from the other store, and ended up with 2 charges on debit card!!
Now I am going to have to wait for my box to arrive, God knows when, and then return it (at least the provide the Fedex labels) and then wait 8 days for my card to be charged back!!!!
HORRIBLE, HORRIBLE, HORRIBLE!!!!!!
Oh, and did I mention what they told me about their "prtection plan" ???? It is basically a protection against THEM and their horrible customer service - and it costs $60!! They say that this protection plan is "optional" but if you don't choose it, they charge you $50 for EACH phone call you make about any issues we have with the player, even if it is THEIR fault for the deffective product!!
Just unnaceptable!!"

"I have ordered many times from the Apple Store, mostly iPod Shuffles and iPod Mini and I have never had a problem with them. They process the order quickly and usually ship the same day. In addition, their shipping is really fast!"

"Purchased an iPod from the online apple store, I received it a couple days earlier than their eta. Good product, used student discount so slightly better pricing than purchasing from store plus custom laser engraving. Easy to use website, overall experience good."

"This is a wonderful store that sells great computers. I have ordered several things off of the Apple store in the past year or so and they've always been on time and intact. Most recently, a software package that I ordered missed the guaranteed delivery date. I called Apple to tell them as much, and they shipped out a software bundle to me free, which would have cost me almost $80 retail. If Apple messes up, they always seem to fix things."

"One concern I have with Apple Store is that if you order any IPOD with engraving, the product is shipped from the foreign country, in my case China, which causes overall transit time to take so long. As far as I know, the website doesn't mention anything about such matter. It could be way better if they clarified about the fact.

But overall, it was ok, just not perfect."

"Changed their extended warranty after I had purchased it without any notification, then lied to the BBB about what the warranty paperwork stated. Repeatedly refused to repair/replace defective parts because it was "company policy", even though according to the warranty paperwork it was covered."

"Terrible experience. Purchased a brand new PowerBook G4, met with nothing but problems since.

I got the PB around the second week in February, after going to the FedEx location to pick it up- Apple shipped it with just my City and State information, completely without a street address. After about 2 weeks of having it, I realized that the PB is only recognizing half of the RAM. I called the Apple tech support to get it diagnosed; they said that the logic board was bad and I needed to send it in. I'm a senior in Computer Science and was in the middle of the semester, so I requested to hold off for about a week until spring break. They said that it wouldn't be a problem, "just call back when you're ready and we'll send you out a box." So I did, calling back the Friday before spring break. The technician said that, while he saw the record for the previous call, I had to go through the diagnostic process AGAIN, costing me about another hour of my life. (So the fun begins).

They finally get it, but it is immediately placed on hold, "awaiting parts". The 5-7 business days for repair quickly grow to more than 2 weeks. I call several times, each time to be told that it would be just a few more days. They keep telling me that it’s just an anomaly, despite all of the Apple websites noting the pervasive problem with their new laptops. So in the mean time, I start reviewing their online documentation to find that this case should have been covered by their DOA policy, which not one of the 4+ CSR's mentioned to me. They should have just replaced the laptop outright, but for whatever reason (deceit, ignorance, or otherwise) they decided to ignore my pleading for a quick conclusion to this mess. Irate, I call to have the repair stopped and just sent back to me. (Note that all of this time I'm in classes without a laptop) They ignore the instruction, holding it for a couple more days to actually complete the repair. I really didn't care at this point, I just needed something to continue working. But, just to make my experience complete, they end up shipping it to the wrong address, in spite of the repeated and explicit instructions I gave. I still don’t have it; I just hope that when I eventually do get it, that it’s really repaired.

Complete and Total Incompetence. If you buy from apple, please be aware of their DOA policy:

http://store.apple.com/Catalog/US/Images/salespolicies.html

--

Update: They did ship it back unrepaired, though the online status system indicated that it was repaired. I really don't understand it. Anyway, they're supposed to be shipping me a replacement early next week. Let's hope. :)"

"i ordered a 20gb ipod on 3/7 at 9am pst. apple personalized it and shipped it out from China on the 8th. the ipod was at my door at 9 am est on the 9th. great job apple, great product and great shipping. the student discount made it an even better deal"

"ordered an ibook on Jan.18th, website promised 1-3 days shipping on Jan.18th, plan to use it before any major tests/exams, now Jan.28th Friday, item still not shipped, they tried to delay to next week which is Jan.31st or onto Feburary, took them 2 weeks, oringinally 1-3 days -- 4 times longer than they promised and it is still NOT EVEN SHIPPED, this does not even include the delivery time which would probably take 1 week or more -- meaning I probably going to wait ONE MONTH just to get the ibook I ordered from apple store, so much for the 1-3 days shipping promise, would not recommand -- worst incompetent shipping service. get a better 12" pc notebook instead such as averatec/powernotebook(www.powernotebook.com - ranked#1 at resellerratings)

update:finally shipped, took them till Jan.29 to ship from tw, tsk tsk"

"I ordered an iPod Mini from the Apple Store on the night of December 7th. Not only did they custom engrave it for me at no additional charge, but shipped it 2nd day air for free!

Amazing... Apple customized and sent this little gadget all the way from Shanghai, China to my doorstep within three days, and I didn't have to pay a penny extra for expedited service. Nice job, Apple! "

"Purchased mini ipod case, arrived in a timely fashion. No complaints thus far. would do business again."