Apple Support Reviews

by Word Wrangler 2

I love Apple products and always previously had good experiences. Unfortunately, not so today. I contacted chat support to see why unable to activate a promotion that should come with new Mac. Uploaded copy of receipt at their request. Person stated the promotion had been used previously, which I did not understand, as I had not activated to my knowledge. Worker typed “no worries” then later came back with curt statement that decision that promotion was ineligible was final, without my having any opportunity to ask more questions. I would have appreciated facts on when this had supposedly been activated previously, which I assume would be in a record they are able to see. Ending the chat in this abrupt manner was the equivalent of just hanging up the phone. As a loyal Apple fan, this was not how I would like to be treated.

by Semtyou

I have an Apple iPhone 12 that is 2 months old. I stayed on the phone with Apple Support yesterday (July 1) for over an hour because the speaker does not work. This phone has had problems from day of purchase. I have been on the phone several times with support with no problem solved. Yesterday Apple support told me to go to an Apple store and turn my new phone in and Apple would give me another new phone. An appointment was made today (July 2) for 10:30 am. I drove 2 1/2 hours to an Apple store. They checked my phone. Still no speaker working. The girl said I needed to send my phone back to “see if it could be repaired”. I even called corporate with NO HELP. I have 5 Apple products. At this point APPLE GETS A BIG FAT ZERO. The only reason they got one star is because it made me choose a star. FRUSTRATED IN SC..

by Mekinmo

Try to access apple support while on Verizon cellular data connected to internet
Warning that need to be connected to WiFi or cellular data network go turn off airplane mode. It is not on. I don’t have access to WiFi. Is Verizon cellular data not recognized? I try to update Apple support app get warnings iOS 14.0 or higher is needed to update. I am not on iOS 14.0
I want to update my iPhone to the current update but for whatever the reason that is not possible on Verizon cellular data mode and once again WiFi is required. So I can’t download update because I don’t have WiFi. So I can’t possibly gain iOS 14.0 or higher to be able to download update for apple support so I can ask them why can’t my apple iPhone 7+ update anything to do with apple and why is WiFi needed? Isn’t Verizon cellular data a form of WiFi. I’m wondering if I finish this review and press send will I be brushed off again because I don’t have WiFi or maybe because I don’t have operational capabilities of an updated iPhone 7+ for functionality provided by 14.0 or higher

by Charisci

My first experience with support felt like i was talking to a 12 year old. I had to repeat things I said several times and none of the messages made any sense. The second support person (i called with my mother as it was a problem on both of our phones) had repeatedly referred to me as “they” “their” “them” after my mother had only referred to me as “she”. i called the support person out and they denied it. incredibly disrespectful. what was the reason for that?
UPDATE: After meeting with several associates over the past 2 weeks i’m officially done with apple support. this is ridiculous. i’ve been trying to link my applecare to my apple ID and it gives an error every time. I’ve screen shared with support and was on call for over an HOUR for all of the support sessions. being passed around to different associates and nobody having an answer or seemingly asking the same questions and just completely wasting my time. it’s been WEEKS and i still can’t get this insanely easily fixable issue solved.

by Notchristopher

I have never gotten good support from AppleSupport. Most of the time the only solution has been wipe everything off the phone and reinstall. The only time I fell for that trick I lost years of my health data because the support tech never checked if it was being backed up. It wasn’t despite being checked in iCloud settings.

I haven’t had GPS data in the workout app on watch for years, or my photos haven’t synced to my Macbook since Big Sur upgrade. The only suggestion they give me is wipe everything and reinstall. Never real help or even comprehension of the actual issue.

The issue is the trick Apple plays. They make this stuff appear to work so well for a while you become reliant on it. Then when it stops working (and it always does) it’s such big let down.

by Ylianfer Otazo

fter 4 months it didn't turn on anymore I sent it to Apple technical support as the specialist I called at Apple told me with its accessories and its original box and they replaced the equipment without accessories, now after being without the equipment for so long I can't use it because they did not return the accessories, an error from the adviser who works for Apple and told me to send them, which seemed strange to me. I made another claim and they don't want to answer for that, it's their employees' fault. I am very disappointed about Apple /

Después de 4 meses no prendió más lo envié a soporte técnico Apple como me dijo la especialista que llamé en Apple con sus accesorios y su caja original y me reemplazaron el equipo sin accesorios, ahora después de estar tanto tiempo sin el equipo no lo puedo usar porque ellos no devolvieron los accesorios error de la asesora que trabaja para Apple y me dijo que los enviara cosa que me parecía extraña. Hice otro reclamo y no quieren responder por eso, culpa de sus empleados. Estoy muy decepcionada de Apple.

by Lady Larkin

This has been the most frustrating app and Apple support experience in my life!!!! I have been an iPhone junkie since the inception of iPhone. I recently upgraded to the iPhone 11 Pro Max. Every thing was great didn’t lose anything!
Then the update to iOS 13.5. After it restarted I look at my photos and POW I lost 30,000. Photos. The albums were all screwed with pictures in the wrong place! What’s the big deal? I am a photographer who was putting together a book of photos!
I immediately stopped my backup from doing another backup thinking that might be able to restore my pictures. I decided to call tech support, I bought the Apple care for two years! This is where the frustration begins.
Interminable hold! (1.5 hours!
Transferred more times than I can count. Spoke to 4-6 peopled call dropped or transfers didn’t work. Lost my wait time twice after 45 minutes waiting for a representative!
Last but NOT least, NONE of my reps knew anything about iPhone issues! The last guy I spoke with tried and finally said,” I’m sorry I’m just reading this off my computer but, I don’t know the iPhone”

I did what he told me to do and it DID NOT WORK!

My question is this all there is? This is as good as it gets?
You would not believe the number of people who have said go Samsung!!
Thinking about it.....!

by Gbbloom

Wow!, thanks Apple. So okay, its bad enough you didnt put same brain to use on third gen airpods so they actually stay in your ear forcing some of us an hour after we purchased them to lose one having to go back and buy another pair. Now as opposed to earlier models we also lose them when trying to press them to get to next song or pause. Also, where is volume control on these? Im tapping and tapping and tapping NOTHING! Only to read today I cant be up anywhere where im not buttplugged into you or not connected to net wherebI must ask siri permission to increase or decrease volume. Sorry all you thousands of wifi only users or you guys who live in mountains. Also, cant seem to connect more than ONE ear at a time. Great plug n play using two "Apple" products👍 Jobs would be proud. So where do I go backwards and order your less expensive but better airpod '2's again??

by Jacefacetheflyingace

Dear Apple,
I hate you so much. You make it impossible to connect with someone and get real help. I looked online for about 20 minutes trying to find someway I could chat with someone online about my issue, but to no avail. The website leads you in circles, which wouldn’t be an issue if it had information that could ACTUALLY SOLVE MY PROBLEM but it doesn’t, and it gives you zero options for extra help if you need it. I’m trying so hard to contact you and you have made it a nightmare. THE ONLY REASON I DOWNLOADED THE STUPID APP WAS BECAUSE THE WEBSITE TOLD ME IT COULD HOOK ME UP WITH AN EXPERT BUT IT LIED AND I STILL!!!!!! CANT FIND A WAY TO CONNECT TO ANYONE IN APPLE SUPPORT WHO CAN SOLVE MY PROBLEM!!! So yeah, Apple is the worst, and AppleSupport does nothing. It’s the exact same as the website and doesn’t offer anything new or helpful. I’ve never written a review before but I was mad enough to write this one. I wish you the worst.

by J -ax

Apple it would be nice to know how we can ACTUALLY contact you ! AppleSupport is brilliant for anyone who doesn’t live in Africa ! As there is no option for South Africa or even Zambia ! We have your stores we buy your products but that is as far as it goes ! We have no apple support we buy your products with restricted usage and again have NO APPLE SUPPORT ! Seriously sort this out ! Your support system is worse than a phone operator . For queries push 1 for iPhone , Mac or iPod push 2 for wasting your time and needing to repeat push 1 . If you still don’t get this push 3 . It’s ridiculous for a first world phone ! In a nut shell ?….. WE NEED TO ABLE TO GET HELP and especially since your last update clearly had massive Bug issues !!! And our expensive phones are bugging out !!!! Love apple but hate the lack of support !

by DocSeven7

AppleSupport IS WORTHLESS!!! I’ve always raved about how superior Apple is to anything else available and while I still believe this to a large extent, their customer service is ABSURD for a multi-billion dollar company! Apple does NOT stand behind their products OR their clients. They have no problem charging your HUNDREDS or THOUSANDS of dollars for their equipment, but when it malfunctions, you get ghosted! Even if you have paid for extra warranties, even if it’s a well known issue, etc… TOO BAD! AppleSupport is a JOKE! It’s a bot responder. And we all know what a hassle and JOKE it is to go to any Apple store and deal with the “geniuses.” HA! So fed up with the consistently terrible customer service by Apple. Any other retailer wouldn’t get away with treating customers so poorly after a sale. I guess when you make billions, who cares about the customers lining your pockets. SHAME ON YOU APPLE!!

by Tpromix

Have a computer repair and nearly impossible to find out the status, been over a week in apple store and they send u a link to web support which is blank page or “error message” saying cant update. Then if u open AppleSupport there is no update either just the drop off appointment. You would think with all the money and skills apple has they could implement a simple WORKING system to notify the customer of whats going on. My only way to get update is call support have them call store, trick the sales department to ask one of the 2 genius people that work on mac there for an update and 30 minutes later be told 5 more days. Sad. Bad apple. Get it together. The overpriced devices should not be a struggle to repair, when the device doesnt “just work” maybe the support could?

by Kkcb32

I started off with the chat feature to get help and the person did not understand my request of getting support around my watch no longer receiving notifications. After sitting and waiting for the person to respond, I decided to call the support number instead. That person asked me two questions and then said she couldn’t help so she would transfer me to a watch specialist. After 10 mins on hold, the person the picked up only spoke Spanish. No English whatsoever so that was another dead end. I then immediately tried to call back, and they’re closed now. So 50 mins of completely wasted time. I don’t understand how Apple has this crappy of service for a products that cost as much as they do. Every computer product I own is Apple. I now feel like a fool.

by Axomaly

Don’t let the 1 stars fool you, AppleSupport is everything you’ll need if you need help with any of your Apple Products! I’ve used AppleSupport quite a few times already (had a few issues with my AirPods that were happily taken care of every time, including today when I visited an Apple Store after getting an appointment scheduled by a Support Agent to get my cracked screen repaired, which ultimately got me a new device) and I can’t find one negative thing to say. All of the Support Agents I’ve encountered are very nice and they really do seem to care about your needs and try to help you take care of them as best as possible. Getting around AppleSupport isn’t as difficult as these people make it out to send and I don’t understand why people are giving it a 1 star when it’s literally super helpful and user friendly. It’s as simple as figuring out what problem you’re having with your device, selecting the appropriate option, and go from there! If you can’t find a description that explains your issue, chatting with a specialist is only a tap away! The reviews I’ve come across where people feel like they’re “going in circles” within AppleSupport is probably coming from people who have no general idea as to how to get around an app that’s literally made for those who need help with their device. Apple, this is a 5-star app and I can’t thank you enough for your help over the years!

by DEBORAHABEE

I have had to use the message conversation chat several times due to some issues that I was just helping myself in regards to the most fraudulent era in our times. Out of 5 different issues and 5, I believe associates, my experience was absolutely OPTIMUM! They were respectful and so very down to earth in making me and my issue at hand not feel inadequate, irrelevant, or dismissed. Everyone of my my experiences was handle with great awareness to my concerns. I did not go through AppleSupport but online through my private and secure browser. But I have downloaded app and well, my single experience was okay. I want to go in saying, that two of the associates were so “Outside the box thinkers”, as well Gave the whole experience a great personal comfort and resolution. No bot as I asked every time. I wrote the names down but forgot where I wrote them. The 2 very special associates were the last two contacts. Apple,I know you keep track of all support calls or messaging. These two deserve more than an “ATTA-BOY(GIRL). Thanks Guys and again, Merry Christmas! A breath of fresh air.

by GeorgiaDee31

My horrible mistake was I didn’t write down my tech name’s (SHE was amazing)!!! My tech listened and remotely went into my iPhone SE and instructed me what to do and “WE” fixed 1 of 2 problems. The one that couldn’t be fixed was an Apple hardware problem and that may result in getting a new phone. Thank you Apple Support for getting me as far as we could go over the phone. She sent me an email to take to the Verizon store which backs up the problem I’m having. Great service and She went beyond being helpful and professional. I feel Apple only hires the best of the best techs.

by Kariel SG

I had some problems with my AirPods Pro. I can believe that it hasn’t even been a year and I had to take them back two times already. This time I decided to call and get support via phone call. This young man named Ladell, did an amazing job helping me find a solution to my problem. Everything was quick and clear, with employees like that, I don’t mind calling and going through all the hustle to get my product fixed. I don’t know where else to post my feedback on the service. I am thankful for the amazing job he did. Hopefully someone in corporate reads this and realize the amazing employee Apple has.

by FatBoyMG

Everyone who I have connected with if kind and extremely helpful with my problems. I don’t know if it is standard protocol but they(Costumer Support) ask way to many questions. They need to ask questions like your serial number and other I.D. questions . When you ask Costumer Support why they need that much information they say statements like “We need you to tell me what device you have and what IOS it is running”. If that is the main reason then they can just ask us that. If a person does not know that information then they should ask for things like device serial number but beside that everyone is 100% GREAT!!!!

by Jong Ponytail

I am truly impressed with AppleSupport. Yes it starts for giving all kinds of articles you can read for help and then it asks you what the problem is and gives you the opportunity to “chat“. When the virtual assistant couldn’t help they sought another specialist. It was like talking to a person. Like I was in the Apple Store talking to one of them and they always seem to care about what your concerns. That’s what it was like and when it was done I thanked them and they responded with a beautiful text one that not only thanked me for being a member of the Apple family but gave me encouragement in my endeavors. They really made me feel like I was a member of the Apple family . The experience really made my day! Thank you Apple!

by Mr.Fillerup

To have an app, that has many options to choose from when fixing/troubleshooting an apple issue,
( While also providing you multiple answers or ways to fix most issues ) is quite a innovative twist. You won’t be using AppleSupport day to day, you would use this if you’re having an issue with a product, can’t get it to connect need to get a repair (ect.) boom open AppleSupport , you have every product, and every subscription, that could have ever possibly been bought or thought of from apple, you can then choose from a laundry list of fixable quality of life changes that you may not even know you could do! I encourage anyone who has more than a single Apple product / subscription, as managing one single apple product really isn’t such a pain, however, this is what I consider a “all for one” app. Great job apple!

by Richie $Rich$

They have good customer service. Always fast and prompt but I've had issues with technical support understanding more complex issues even when selecting a certain category of specialty when it comes to a problem.

I've actually been able to figure out some difficult issues myself before support was while texting back and forth. I understand there's human error in everything --- but I don't think that should happen. Especially since I don't hold myself to high level of expertise when it comes to an iPhone.

I'll give them credit on always being quick to respond but that goes hand in hand with having expertise in solving issues. Otherwise it's frustrating

by Maserati754

Great concept for an app, but the Apple “techs” are useless. I’ve asked at least four to help reset my watch and they all refer me to an article on how to reset the watch that we have tried multiple times, even after I tell them that we have tried that and it doesn’t work. After wasting 30 minutes of my time, they tell me I have to go to an Apple store. After explaining the issue and how the reset attempt did not work, a competent Apple representative should be able to tell me if there is another way to reset the device on my own or should be able to immediately tell me that I need to go to a store. Apple should keep AppleSupport but take a good hard look at the individuals that they employ if they plan on keeping customers happy.

by Cedrik Z

Apple should immediately take it’s name off of this monumental waste of time. Every developer who had any decision-making responsibility for this worthless app must be fired immediately and laughed out of the business, so they can start new careers anywhere but in tech. Staffers who worked on this travesty for more than a year should be banished to entry level call center jobs in Bangalore. AppleSupport is so obscenely worthless at first I thought I’d been pranked by the Apple employee who recommended it to me.

Not once, not one time, never has AppleSupport answered any of my questions with anything even remotely close to the subject. I’m gobsmacked that Apple released this as anything other than a cruel joke.

I implore Apple to immediately pull AppleSupport from AppleSupport Store and start from scratch.

by Godson Gregor

Usually I don’t write reviews but rather give ratings, I’ve been using the Apple support and they’ve been doing great so far (no lies). Today, I updated my MacBook to macOS Catalina and boom everything changed, it won’t let me sign in my Apple ID... I contacted the support as usual and these great women attended to me but couldn’t get the problem fixed... after hours of trying I was told that I’ll be redirected to the engineering department that’ll help with that after safe booting and all... do you know what the department did when I was redirected? Keep ending my conversation before it even started 😂😂 I guess they couldn’t help me out but instead of stressing they kept on putting me off.. I don’t get it, why would I be using a MacBook but can’t use my Apple ID (including AppStore).

by Apple Prisoner

I had an issue attempting to change my Apple ID on my iPhone. The system would not allow me to update any old application, asking me for the password to my old Apple ID that I had deleted through Apple. When looking though the listed browser options for “apple customer support”, I noticed that there was an Apple Support application in the iPhone App Store. Unfortunately, when navigating the application designed for support, there is no easy option to communicate with a support rep, and my technical issues are not listed. With the application on the phone, any attempt to scout the Apple website for support needs will automatically redirect me to the home screen of the support application. Please adjust the support application to pre-open support content associated with the link request from the initial browser search.

by John-Pierre C.

I’ve had numerous problems over the past two days just trying to add funds to my account so I could purchase a test prep app.

First, I downloaded AppleSupport and contacted chat support because I kept receiving an error message when trying to add funds and support was unable to resolve the issue. I had to find an Apple Store and drive over there the following day and they still weren’t able to fix the issue with the device so I had no choice but to purchase a gift card instead. I called support about this and after waiting on hold for 30 minutes, a representative finally picked up and hung up on me while I was explaining the problem. They never called back.

When I finally had the funds in my account, AppleSupport Store wouldn’t let me purchase the test prep app so I contacted chat support again and they weren’t able to help me with this issue either.

So over the past two days I’ve contacted chat support, drove to an Apple Store, called support (and was hung up on), and contacted chat support again about a new issue. None of my issues were resolved. Purchasing an app from AppleSupport Store should not be this difficult. This support app was completely useless and a big waste of time.

by Avres13

Apple appointments they set up for you is a joke.
You’ll have to wait forever for service and make an average doctor office seem fast! Even if you have a software issues that you have repeatedly brought your computer in for with your apple protection they only factory reset it instead of attempting to fix anything. This went on for several months until the protection ran out. Issue would odd discoloring or loss of sound when streaming iCloud movies/tv shows I purchased from the iTunes Store!

So they removed their reviews which is important for customers to decide which product will fit their needs. I assume they’ve removed it since many products with poor reviews reflect badly on them. Many of the reviews and personal experience on purchasing products from them make me question whether or not they care if are selling third party lemons or if they’re at fault.

by Not-Mozart

Basically this is an amazing example of terrible UX, you can use this as an example when teaching college students what an example of backend UX looks like. ONE: If your internet connection cuts out (for instance if you are riding the subway), for some reason you are not allowed to continue typing — every other app just won’t send when there’s no connection but AppleSupport just refuses to let you finish the sentence you are currently typing. There is no reasonable excuse for this. TWO: if you are in a foreign country and you contact support, for some reason the AI thinks your location picks the language and not your Apple ID. Seriously just because I’m in France right now does not mean I am fluent in French. Who “designs” this nonsense??!? THREE: “We’ll send you notifications when messages are sent” ... this is mostly false. You probably will not get notifications and the representative on the chat will end the chat.

by Applestar Tech

I think AppleSupport is corrupted. I get advisors on chat line who keep transferring me to other advisors only to get disconnected or I see reconnection issues. I can see the new advisor sending me messages, but I can’t reply because it’s still trying to reconnect or there’s an error message that there’s a network error or something to that effect. And when I do get help from one of the advisors, he was too keen on having me reinstall my MacOS or to even do a complete erase of my Mac, even though later I found on the Apple Support page that there were other options that can be done before going that route. I couldn’t help feeling that the tech advisor might not really be an Apple tech advisor and might just be a hacker.

by Startingova1977!

This man is the man that is taking mine and going and buying clothes as well as renting hotel rooms he is driving the truck you have been talking about and he always had access to my phone and now he is Facebooking me wanting to talk when I know what we will prove.. anyway his friend just got busted for having a bunch of haroin and coke Caine he told me he was going to mad to get some coke he also told me that his friend got him in trouble for using his I’d with the coke boys netgear card that had 0 balance on it so he asked me to lie to the police which I would not do... he has been using this for income and like I said he has had access to my accounts so I believe he is another factor in my issues

by CookiesnCreamer

Now this is a “small” issue to most people, but not for me. I travel to a lot of different places. Just in the past week, I was in England-France-Italy. I am now in Italy and I realize my photos were blurry. At this point, I didn’t realize that the optimize photos setting was turned on. I log out of cloud and log back in, all those photos that were optimized are not on the cloud which it won’t even tell me how to get it. May I mention I have no service where I am and I cannot call. I needed to chat with text in AppleSupport because I’m on WiFi. They say you can chat, but you cant. It’s only call.

by BigThelonious

Hi, I just wanted to let you know that I recently spoke with two different analysts. Both of them told me I should be receiving an email with my case number, plus I usually get an email asking how my experience was. My experience was terrific, but I never got any of the emails. Not in my junk folder either. I just wanted to let you know in case this was a problem that needed fixing. I would have liked the chance to offer feedback on these wonderful women that helped me with my computer issues. But I’ll just offer my thanks and appreciation here! Thank you!

by Itzzdede

Wow I had quick service and the issue was resolved within minutes. Without my consent...one of the apps I downloaded withdrew around $40 out of my account. I immediately ran to apple support (being my first time and won’t be the last), and my advisor was extremely sweet, credible, and patient. Unfortunately my connection lost without me thanking him..but in my apple details it says my money has been refunded and I will definitely be waiting to see my money BACK into my account.

by Looted Corpse

Any time I have an issue with an Apple device, I check the Apple Support app first. Usually they'll share articles relevant to my issue, if I point out where I can't proceed with the article they've been able to help understand why.

I've had advisors help me setup in-store appointments, callbacks, warranty services, and even suggest new products I was interested in. I hope to see more tech companies offer nearly as many points of contact as Apple with the same response times.

by Rickhartmanii

It seems like most of the negative reviews are from people who can’t seem to figure out the difference between AppleSupport and their personal grievances with Apple . If they can’t make that very simple distinction it seems likely that may have trouble figuring out other very simple issues.

AppleSupport is great with lots of great info about the particular issue I might be experiencing and if I do need to call or chat they already know what product and issue I’m calling about.

Great App and amazing support team.