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So guys i’ve never posted a rant so please be gentle - i’m still a virgin
On the 27th june I had a problem with ITunes (won’t go into details as it’s all irrelevant unless it’s important to your views) so i emailed them through their apple support line on http://www.apple.com/uk/support/itunes/
The next day I received two replies from apple. First one was from a representative from apple, the second was from a senior representative. Both signed different names and both came from Apple
I replied to the second email as this clearly superseded the first with questions as to why i had received two emails and had suspicions to her motives of personal details such as the last 4 digits on my card. She reassured me, advising she has the correct quotation of the ref i was given by the first and that the email clearly has come from the secured Apple server. I’m no I.T. expert but she was right as far I as I could tell so gave her all the details she required. She then sent a further email with a temp password which i was instructed not to change as they needed access to my a/c to find the problem.
Since the 27th June I have not had access to iCloud (my main email addy) and many other features. Three days pass and i’m starting to get worried about possible fraud (no money has been removed) so I called Apple on the 30th June and spoke to someone who seemed diligent and professional. She advised we need to confirm all your fears are unfounded and to sort the original problem. She took all my details including tel no and said “we must sort this out Mr Bown as it could be a breach in security)
2 days pass and nothing - I then sent a further email quoting the original ref on the 2nd reiterating all of the above - nothing but silence
Today is the 4th. Been without important services for 8 days more more importantly am I the wrong end of an elaborate scam? - the only person who can allay my fears are Apple who are simply ignoring me and my messages?
I’m a good Apple customer, have all the products and only ever spoken to them once before in about 5 years. I can’t find any official complaint channels. This is a pressing matter that can’t sit on someones desk for 6 months.
Ps - I have now changed my password to my Apple ID which now works but my iCloud won’t take the new password even they are one of the same
What to do?
that's not a rant, frankly, you've just outlined the situation and asked for advice.
Phone them and keep phoning until they sort it out. Don't use emails.
They looked at your profile and decided you weren't [strike]gullible[/strike] trendy enough for Apple products so they're just ignoring you?
ok so I'd first cancel the credit card and have them send me a new one.
I'd call apple and inform them that you were doing so and the reason why. Get someone's name and direct line if possible. Whenever you speak to someone request a time that they will call you back with an update. If you dont get called when they say they will then call and ask why. If thy realise you're not going to go away until you get what you want then usually they end up giving it to you.
Apple are usually very good though and have always helped me out when I've had issues. I bought a 24" imac a few years back from a reseller and it had a chip in the screen when I unboxed it. I was adamant that I hadn't done it. My reseller refused to replace it, I wrote and emailed Apple UK and 3 days later a courier arrived with my new imac and took the old one away.
What's the date today? May be a little unresponsive in the States 🙂
What's the date today? May be a little unresponsive in the States
Damn colonials 😉
What's the date today? May be a little unresponsive in the States
of course, Thanksgiving
So the suspicious email you replied to was an @apple.com address? If so apart from a man-in-the-middle attack involving DNS I can't see how it couldn't be genuine. Spoofing sent addresses is trivial with SMTP but that's just for people to pretend they're from a certain company, they never ask you to reply via email as that wouldn't work (they'll send you a dodgy URL to use instead).
Thanks chaps for reading
I will cancel my card which will cause massive inconvenience but at least I can sleep knowing my £5.67 is safe till payday
I'm almost positive the suspect email is from Apple. I gave my details expecting the problem to be sorted within 48 hours of them knowing - it's now 8 days. Thanksgiving is only on the 4th. Not from the 27th
I will call (again) them as emails are being ignored but they ignored that call so my guess is they will ignore the others. The individual speaking has nothing but empathy. Getting a direct line is a good shout. Apple in the past have been noting but competent and that's why i'm worried about the suspect email
I feel what i'm experiencing at the moment is nothing less than the worst customer service I've experienced in as many years as I care to remember. Can you imagine contacting a bank over possible fraud at their end and they ignore for 8 days and counting - Then again I shouldn't use banks as a moral compass should I? They are worse than the Nazi's and I work in banking (HR so i'm not guilty m'lord)
[i]Can you imagine contacting a bank over possible fraud at their end and they ignore for 8 days and counting[/i]
yep. happened to me twice with hsbc.
lol You always put a smile on my face wwaswas
Yeah Banks - I'd shit em'
update -
Spoke to some head honcho who advised 'Susan' is a representative of Apple. Very sorry for the lack of communication. The frustrating thing is iTunes can't be reached by phone no matter the problem, only Apple
So at least I can't tossing all night and actually sleep ;). Now just got to wait to iTunes pull their finger out to sort out my original problem