Tuesday, September 29, 2015

Worm in My Apple: Part 3



Today marks the end of my ninth month with my Gold Apple iPhone 6+ and to celebrate, I spent another four hours on the phone with Apple Care. To say this journey has been a disappointment is a vast understatement. Calling it a nightmare would be more accurate.

I told Nikthia, the very nice and very helpful rep who helped me tonight (one of FOUR reps I spoke with tonight) that  I could have given birth during the time it is taking me to try to get the issues resolved.

Apparently I got a defective iPhone last December. When Apple convinced me it was my carrier and NOT the phone, and persuaded me to leave T-Mobile and go with the pricier Sprint, they gave me a new Sprint compatible phone and had me restore my old data from a backup. Apparently the bug was passed along with the backup making my 2nd phone also defective, but it has taken months to figure this out. I have been calling Sprint every few weeks asking them to help me reset my phone because I would lose my ability to connect to the internet when I was away from my WiFi. Sprint kept telling me I shouldn't have to call them so often, but I knew Apple was not going to want to hear I had a defective phone again.

However, gradually the bug spread. Not only was I frequently unable to connect to the internet when I wasn't at home, but I stopped being able to back up my phone. Then Siri stopped working.

I run a VIRTUAL BUSINESS from my phone -- it isn't just "inconvenient" not to be able to use it -- I lose money when I can't use it! 

Finally I had to call Apple last month to let them know this phone was also defective, but it has taken a month -- first to get them to take me seriously and then to get the software checked. Sure enough, after another 45-minute drive (one way) to the Genius Bar, they ran a diagnostic and found a problem with the software.

Then I had to try to back up my phone but as I mentioned -- I have had issues backing it up for months, so I was on the phone for hours trying to get it backed up. Finally I got the new phone after another hour and a half round trip to the Genius Bar and a 10-minute appointment that turned into an hour and 25 minutes and caused me to be terribly late for a business meeting.

They sent me home with a new phone with older software, so I had to upgrade, but a problem with the wrong phone number in the system. which just became a problem last May and was supposed to have been corrected last week, had me on the phone again last night with Apple Care.  When we finally got the software updated, we had problems getting the download to start... and when we DID get it started, it said it would take 17 hours to update! So once again I had no use of my iPhone for almost a full day while I waited for the backup.

But the backup didn't go through, so I had none of my data on my new phone all day and it was back to square one tonight -- four hours of square one - four more frustrating hours stolen from me trying to get a phone working which SHOULD have been working last December!


Really, Apple, this is NO WAY to run a business. It is INEXCUSABLE to make a customer jump through so many hoops for so many months and have them pay a higher carrier fee because you convince them to switch carriers and tell them over and over the problem is NOT the phone when the problem really IS the phone. Samsung Galaxy is looking better and better all the time. If I had not been a Mac user for 30 years I would have switched over to Samsung last January.

I have a couple of case workers looking at the situation, and we shall see where it goes from here, but I am pretty much over the iPhone at this point. There has been a worm in my Apple since I first got it, and I am about ready to toss the Apple out.

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