Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Macbook Air form the Apple Store around April 7. I was originally investigating getting a replacement battery for my old Macbook. Because the cost of the battery replacement was expensive, they recommended trading in my old computer for $160 and getting a new Macbook Air. I accepted the offer to buy the new Macbook Air at the store because of the trade in offer. They specifically looked over and quoted me that I would get $160 credited back on my computer when I brought it back within two weeks after the Macbook Air purchase. When I looked to trade it in, they said they could only give me $40 because of a scratch on the corner. There was no mention in the early conversation that the price could be anything but $160. I would not have bought this computer from the Apple store if they had not quoted the $160 trade-in-value. This is a deceptive marketing practice. It's like a bait and switch tactic - guarantee the customer one price and then provide an excuse why they did not get the price. They guaranteed me a $160 and only offered $40 when it was time for a trade-in. Because of a scratch on a corner, they said that the $160 would not be paid. Had they been honest upfront, I would have looked to purchase a computer online or from an electronic store where I could likely get a better deal. I will also add that the sales staff was disrespectful - they were trying talk down to me when I questioned why they changed the quote and put no effort into understanding the situation. 

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The display on my daughter's 9-month old Macbook Air suddenly stopped working. Since we had purchased the $200 Applecare+ coverage, she took it to this Apple store where she was told it was likely a software issue. They worked on it overnight and gave it back to her the following day, supposedly repaired. After less than 24 hours, the display stopped working again. She returned it to the Apple store for them to fix it again. At this point, they told her it was likely a hardware issue and sent it off to be repaired. Because there was some cosmetic damage to the bezel surrounding the display, they told her there might be a $99 charge. We assumed this was in error, as her computer had continued to work fine for months after she first noted the bezel issue. Just got off the phone with the store manager, who says that because the bezel issue might have been the cause of her problems, they were justified in charging the $99. To be clear, there was no problem with her computer for months after she first noticed the bezel problem. There was no documentation, no pictures, and no explanation from the repair facility that the bezel issue was the problem with the display not working. The manager of the Apple store refused to waive the $99 despite all of the above and despite the fact that these Macbook Airs are notorious for inexplicably cracked displays. Info may be found on Apple's website (https://discussions.apple.com/thread/253011474) and on Reddit and elsewhere and is the subject of a class action lawsuit filed by Bursor and Fisher last year (https://aphnetworks.com/news/24416-apple-now-facing-class-action-suit-cracked-m1-macbook-screens). As a 20+ year Apple customer, it saddens me that Apple - the world's largest corporation with $365 Billion in revenue - feels it necessary to nickel and dime loyal customers for known defects in their products that they should be repairing for free.