November 16th, 2015 5:21 AM by Nour Ailan
I have had
my share of problems with Apple products. Most recently, I have been
having a problem with my iPhone 6 Plus ,since I purchased it. I am on
the second one now. Generally, a small company that charges normal
prices would have these problems upon inception and improve them as
issues occur. With a company as large as Apple and I as a client, I
don’t believe this should happen with a company like Apple. The prices
they charge are exuberant. I paid close to $1000 for my iPhone 6 Plus.
In my line of work, I thought that having 128 GB would help me have the
info I need and the space to surf around.
did I know that my iPhone 6 Plus kept freezing as well as heating up so
high that I could not hold it in my hand. I expected that a company the
size of Apple and with overpriced products would replace it for me. That
is not how Apple operates. They know how to charge you premium prices
for their products when they feel there is not much they can do and the
product is defected, they will then decide to ship you a refurbished
This is what I received the second time around. A
refurbished phone that had as many problems as the first phone I had.
You would think that with a one year Warranty and after paying $1000 and
after being drilled for hours and repeating your story several times,
they would at least replace the defective item with a new one not a
I started calling Apple once my phone became
unbearable to hold because of the heat and temperature. Their
inexperienced “Level 1” technicians kept asking you to hold on with
every question you had, so that they can go through the manual and find
the answers. You end up spending countless hours on the phone before
realizing you cannot get a resolution.
They all ask the same
questions; your name, the serial number, color of your eyes, sex,
religion, at least that’s how it feels , and it goes on and on. After
spending about an hour or two with that inexperienced technician who did
not help you after all the trouble shooting his manual told him to
follow; turning the phone on and off, deleting apps, checking different
components on the phone, then realizing that he is stuck and that your
questions are too smart for him and that he is unable to come up with
the answers, he then puts you on hold, apologizes , moves you to
technician level two, mind you these guys are getting paid $8 per hour
and Level 2 are at $9.50 an hour.
Technician number two introduces
himself and immediately asks for your email so he can send you his
contact information and your phone number in case you get cut off. One
thing you realize is that you only have their contact information
because they are unreachable and disappear into thick air of apple
corrupt policies. You can never reach them again.
By the time he
transfers you to the level 2 technician who asks you the same questions,
your name, serial number, a good number to call you back at, color of
your eyes, sex, religion, and the problem you are facing, and tells you
that I am sure technician level 1 has already had you turn your phone
off and and do this or that but do you mind if we do it again.
never understood how a company the size of Apple and with the premium
prices they charge, how when you are transferred from one technician to
another, all the information you have given them does not transfer with
the call. They take you through agony which I am sure many of you who
will read this article as it is being circulated worldwide will relate
to everything I am saying because I am also positive that any of you who
own an Apple product have gone through this.
You are now with
technician level 2 asking you the same questions and you are back to
square one and taking you through the agony that technician level 1 took
you through. So of course, technician Level 2 takes you through the
same exercise with no results. He then gets confused as number 1 did and
informs you that he is sure that technician Level 3 will be able to
solve your problem.
That is when technician Level 3 (after 2
hours) comes in and greets you , “hello Mr. Farah, how are e you today?
May I have your email so I can send you my contact information?” As soon
as you give it to him again, he then asks you for your Serial Number
and goes through his list of questions. I believe Apple’s policy is to
harass their clients, break them down with all their interrogation,
since they know a big percentage of them will give up and move on; not
me, I will continue exposing Apple every chance I have.
spending over 50 hours on the phone over a period of two weeks and with
my problem not solved; level 3 technician wants to take you through the
same agony. Most of these technicians promise to call you back and they
don’t; many actually hang up on you in the middle of the conversation
out of frustration they cannot answer.
I believe the time they
spend on the phone frustrates them and runs into either their break
time, dinner or lunch hours; so they hang up the call. They will all
email you however and excuse themselves that they have been able to
reach you by phone even though and in my case they had my home, office,
and mobile telephone numbers.
By the time you have spent over 50
hours on the phone with Apple technicians, gone through all the exercise
in their manual, and the problem has not been solved, and they refuse
to replace your phone with a NEW one.
On my last call with Senior
Advisor Joshua Davis who again offered me a Refurbished Phone as well as
an iPod Nano for all my troubles , I told him to offer the Nano to one
of his children as a gift from me. He was rude, abrupt, and
unprofessional; but maybe his child got a Nano.
My phone continues
to freeze, the temperature keeps rise, I have paid premium dollars, I
have spent 50 plus hours on the phone with Apple and nothing has been
I will write a follow up to this article after
interviewing several other Apple users who have and are facing the same
problems with these high priced Apple products.
Case Number 788470531
Gabriel (877) 203-0418 Ext. 1162864 – professional attitude but inexperienced
Kevin (877) 203-0418 Ext. 1162419 – professional but inexperienced
Josh Davis – Tier 3 – (877) 388-0879 Ext. 52554 – rude, abrupt, and unprofessional
Case Number 790094939
Aaron Froom – Senior Tier 3 – (877) 416-4271 Ext. 57032 – could not solve problem and pushed me to:
Long Phung – Tier 3 - (877) 388-0879 Ext. 1100147 – incompetent, dishonest, and unprofessional; who then transferred me to :
Tajh Samad – Tier 3 - (877) 203-0418 Ext. 1165098 – professional but inexperienced
Brian Jones – Tier (877) 416-4271 Ext. 1139005
Belinda Lyte – (877) 388-0879 Ext. 1100240 – nice, professional, and helpful
Galler – Apple Customer Relations - Nasty, unprofessional, dishonest,
abrupt, and rude but I still offered him the Nano as a gift to his
DON’T BUY APPLE, ITS EXPENSIVE , BAD SERVICE. TRY OTHER COMPANIES
Emile Cousin Farah
Author and Writer-Miami-6/2015
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