"My phone is still shutting down, it has ruined my vacation, and my travel video I am producing. I am a food and travel critic, yelp Elite member, and TripAdvisor SENIOR CONTRIBUTOR and depend on my phone for photos, videos and to write reviews of places I am visiting. This is not just inconvenient, it has ruined my vacation and disrupted my livelihood.
C.T. Sorrentino, LtCol, USAF (Ret)
As a disabled-Veteran and retired Air Force officer, I take great pride in my character, my integrity, and my honor. When she questioned my integrity, the conversation was over as far as I was concerned. I was so upset that I told her "you win, I am done wasting my time on a company that has so little concern or respect for their customers as is the case with Apple".
I went to the Apple Store in Colorado Springs to replace my 5c with a 5c "PER APPLE POLICY" in early February. After telling the young "genius" my story, for the 6th time at least, she brought the manager over to talk to me. He said "we'll make an exception to policy based on your experience and upgrade your 5C to a 5S. You'll have to return the new 5C, get a refund, and purchase a 5S for an extra $100." I asked him WHY HE COULD UPGRADE MY PHONE WHEN I HAD WASTED 30-40 HOURS AND DRIVEN OVER 100 MILES ONLY TO BE TOLD IT WAS "IMPOSSIBLE"? I thanked him for his kind offer, but by that time I was so fed-up with the way I had been treated, I told him "thanks, but no thanks … I will not give another penny of my hard earned money to Apple after the way I have been treated". I left the store with my new 5C.
Now, my Macbook Pro 13" (mid-2012) is acting up again! I had to reset the computer from a backup about 4 months ago following instructions on the Apple Support site after it would not boot no matter what I tried. That seemed to solve the problem, but Safari would not work (along with a couple other programs), so while at the Colorado Springs Apple Store I asked them to taker a look at it. They ended up keeping it overnight to reinstall the operating system which I was told was "corrupt". Safari was working again, but the other programs still had issues.
Two weeks ago when I could not boot the computer or get past the grey screen with the white Apple and the endlessly revolving wheel, not even in Safe Mode. Again, I tried to solve the problem using Apple Support instructions, but was unsuccessful, so I called their 800 number. The woman on the phone said I would have to partition my hard drive, which she helped me do, reinstall the operating system on the new partition, then follow the instructions after the computer restarted. I and a doctors appointment and could not stay on the phone, so she told me to call back if there were any problems.
The computer started after reinstalling the OS on the new partition and I followed the instructions as she had told me. It appeared as though the computer was setting-up as if I had not used it before, which I assumed was because of the new partition (which was eating up much more of my 500 GB hard drive by the way). When it asked me to select a backup to restore from, the recent backups from the week before (when the computer had last been working) were nowhere to be found on my 4TB network drive where I had safely stored them for months. The only backups listed were from May 2013, shortly after I bought the computer, so I assumed it wa again an issue with the new partition.
Once the backup was installed, I immediately went to Microsoft Outlook to check the emails I had not been able to view for nearly 6 days by then. When I checked my folders, all of the emails between May and now were gone … my work and personal email history was nowhere to be found, including those from three large lawsuits I am involved in, my father's funeral arrangements at Arlington National Cemetery in May, and documentation from our (very challenging) tenants in Kansas City (among many others)! All of our photos disappeared and the video on Puerto Rico I had spent dozens of hours creating for my YouTube (CombatCritic's TravelValue) channel was gone!
I called Apple again on March 12, 2014 to find out where my Outlook (.olm) file went as well as the backups from two weeks ago so I can get back to work, recover critical emails, and locate my Puerto Rico video that disappeared in iMovie during this process.
I spoke with Andrew who helped me get permissions to the old partition of the hard-drive where the missing files supposedly reside. Because the process took so long, he had me call back later so that I could get some work done, promising to make "extensive notes" so I would not have to explain for the umpteenth time to an Apple Support Representative. Before I hung up, Andrew tried to sell me the "extended warranty" because my warranty was to expire in 61 days. I told Andrew that I have spent $3,000 on Apple products less than a year ago and WILL NOT SPEND ANOTHER PENNY ON PRODUCTS THAT SHOULD LAST MUCH LONGER THAN 12-36 MONTHS ... thanks, but no thanks!
When I called back a few hours later to continue with the next step, backing-up both partitions of the hard-drive so we could then wipe the hard-drive clean and restore the computer from its original (out-of-the-box) state with the files and programs I need from the two partitions, Melissa #1 answered the phone.
Even though Andrew had made "extensive notes", Melissa #1 acted as if she had nothing to go on and made me explain most everything. She was obviously clueless, making me wait on-hold while she asked her supervisors what to do next. I had to guide her through the process even though she is supposed to be "the expert". She finally decided that we should back-up the hard drive my 1TB external hard drive (Western Digital - My Passport), but because it would take several hours, I had to call back and go through the next step with another technician. I explained again how disappointed I am in Apple products, that I have wasted 40-50 hours of my time (between these problems and the debacle with my iPhone 5C in January and February), and that I am at wits-end. She placated me, as all other Apple employees have done, with words of sympathy, but zero action or follow-through. We made an appointment for 7:15pm to have a technician call me back to complete the next steps (clear the hard drive and reinstall from back-up).
At 7:oopm, I checked the back-up to see if had finished, but it still had 22 hours to go! I then realized that Melissa #1's instructions were inadequate and the back-up was not being made to My Passport, but to my 4TB network drive, exactly where she told me it should not be saved. So at 7:15pm when Melissa #2 called back, I told her what had happened and that I had initiated another back-up, this time to My Passport, and that because it would take severel hours, I would have to call back in the morning to proceed with the next steps.
March 13, 2014 - 10:21am (CST): I will update this post after the next phone call.
I am done fighting with these social cretins, will use my iPhone and Mac until they die (which should not take long based on my experience), and will go back to a Windows or Android-based phone and a non-Apple computer when they do ... FOOL ME ONCE, SHAME ON YOU; FOOL ME TWICE ... AIN'T GONNA HAPPEN APPLE!
Key Words: Apple, computer, Mac, iPhone, 5c, 5s, Macbook Pro, Macbook, poor, customer, service, zero, integrity, honor, lacking, character, Institutional, terrorism, InstitutionalTerrorism