I’ll try to make it short:
I Don’t have official Apple stores in the country I live in, so I called Apple support(official one from their website) to ask for a replacement unit after the 4th time I had to fix my MacBook(Keyboard issues).
They told me they will replace it with a new one, but it will have to be done in the US/EU
We scheduled a place/date, and they replaced it through a currier(I never went to a store), but they accidentally gave me a foreign keyboard instead of the US one they should have.
Now they refuse to replace it with the correct one.
I called many times and my case was transferred to many managers/admins(don’t remember the right term) and they all say “well look into it and get back to you“, and they either don’t call back, or send me A mail saying that they can’t do it.
I even lost my flight back because they assured me they will issue a replacement but then one hour after the flight they told me that they won’t.
I also have asked twice before the replacement if thekeyboard will be the US one, because I’m not used to any other keyboard, and they told me “Apple policy is to always return the same exact model and keyboard as the original”.
I also have one of their employees recorded saying “this was a mistake and shouldn’t happen”.
This is a nightmare for me. I’m already a month without my main source of income, in a foreign country trying to fix this...
they even hung up on me once, and denied they ever issued such replacement. good luck I have some of the calls recorder, a tracking number for the package that was paid by Apple, and all of the mails saved.
Right now I’m waiting for a response from the 5th or 4th Apple support manager to tell me if they will or won’t issue the replacement. Up until now all of them told me they won’t.
What should I do? Who should I talk to? Is there anyone in the support center with the authority to fix this that I should ask for?
I Don’t have official Apple stores in the country I live in, so I called Apple support(official one from their website) to ask for a replacement unit after the 4th time I had to fix my MacBook(Keyboard issues).
They told me they will replace it with a new one, but it will have to be done in the US/EU
We scheduled a place/date, and they replaced it through a currier(I never went to a store), but they accidentally gave me a foreign keyboard instead of the US one they should have.
Now they refuse to replace it with the correct one.
I called many times and my case was transferred to many managers/admins(don’t remember the right term) and they all say “well look into it and get back to you“, and they either don’t call back, or send me A mail saying that they can’t do it.
I even lost my flight back because they assured me they will issue a replacement but then one hour after the flight they told me that they won’t.
I also have asked twice before the replacement if thekeyboard will be the US one, because I’m not used to any other keyboard, and they told me “Apple policy is to always return the same exact model and keyboard as the original”.
I also have one of their employees recorded saying “this was a mistake and shouldn’t happen”.
This is a nightmare for me. I’m already a month without my main source of income, in a foreign country trying to fix this...
they even hung up on me once, and denied they ever issued such replacement. good luck I have some of the calls recorder, a tracking number for the package that was paid by Apple, and all of the mails saved.
Right now I’m waiting for a response from the 5th or 4th Apple support manager to tell me if they will or won’t issue the replacement. Up until now all of them told me they won’t.
What should I do? Who should I talk to? Is there anyone in the support center with the authority to fix this that I should ask for?
