Apple: I was badly treated trying to resolve an iTunes...
A Apple customer review by GetHuman user GetHuman-artcamos from December 5th, 2017
Background on GetHuman-artcamos's case
GetHuman: GetHuman-artcamos - can you tell our other Apple customers when your case took place?
GetHuman-artcamos: Yes. It was afternoon, on December 3rd.
GetHuman: Did you reach out to Apple, and if so, how?
GetHuman: And which of these common Apple customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-artcamos a list of common Apple problems)
GetHuman-artcamos: "Account Access" was why I was trying to call.
GetHuman-artcamos's review of Apple customer service
GetHuman: So how would you sum up your experience for GetHuman's Apple customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-artcamos: I was badly treated trying to resolve an iTunes purchase issue.
GetHuman: Can you tell the rest of us a bit more from what happened on 12/03/17?
GetHuman-artcamos: I wanted to complete an album purchase, but although I was prompted by iTunes that it was possible and I tried to do so, iTunes prevented it and no explanation was given. I tried repeatedly but nothing worked. I tried Chat and then things became much worse. Three "advisors" and nearly three hours later (continuously - no interruptions) a senior advisor terminated the Chat. I have two case numbers and a transcript of the Chat. They did offer a solution but I was completely frustrated by the enormous time I had spent fruitlessly as well as the vey poor treatment I received. I would like to report this incident to senior management at Apple. I would like to hear from them just why this treatment is acceptable.
GetHuman: Let's quantify your experience contacting Apple. On a scale of 1 to 5, how easy is it go get help on a Apple problem?
GetHuman-artcamos: I'd give them a three out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-artcamos: I'd give them a five out of five on communication.
GetHuman: And what about Apple's ability to quickly and effectively address your problem?
GetHuman-artcamos: For that I would say one out of five.
GetHuman: And finally- any advice for other Apple customers?
GetHuman-artcamos: Call them early in the day or late. Don't forget any personal or account information you might need for Apple to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-artcamos taken from his Apple customer service problem that occurred on December 3rd, 2017.