I have recently encountered a horrible Apple Support. The worst ever.
I just don’t get how Apple can act this way to customers spending during 7 years 4-5 thousand USD on devices and a good thousand USD on application purchases?
I have updated my iPhone 6S to ios 11.3.1 and I have found that at least 1 of the applications (a unique one) and 2 games that I have paid for and I that I use often are not updated to 64-bit architecture and are unable to work in iOS 11 (it is still installed on my device, but not launch and show the message to ask developers upgrading to 64-bit). I have contacted the support teams of its developers and I have received the answers that they were not going to update it. My request to refund me my costs for these apps were redirected to Apple Support. Here is the information about the Application and the Games:
1. Visuel mobile, QA International, 4,99 USD, Bill #***, Document #***, purchased on DEC 23, 2015;
2. Wild Blood, Gameloft, 6,99 USD, Bill #***, Document #***, purchased on NOV, 25, 2012.;
3. Cyto's Puzzle adventure, EA Chillingo, 0,99 USD, Bill #***, Document #***, purchased on APR, 27, 2013.
First I have contacted the US support team. As a result, the first line support made me feel crazy with next conversation summary:
1. We will not refund as it is impossible due to the purchases terms.
2. We will not disclose the maximum refund terms for such purchases as it is confidential. They give this link https://www.apple.com/legal/internet-services/itunes/us/terms.html as an answer to my question and refuse to give a quote of a paragraph where the answer should be.
3. We would like to transfer this chat to a developers team support and they will help you to downgrade your iPhone 6S from 11.3.1 to 10.x.x.
To be honest with you the last point just killed me. But the support continues to insist that such downgrade is possible. I have never heard anyone had done something similar when a certain iOS version was not signed officially anymore. Besides a downgrade would be not a good solution to me.
I asked to transfer my conversation to a supervisor and after some 20-30 minutes of wait, the chat was ended exactly after my agreement to transfer the chat to a supervisor. This story with chat transfer 30-minutes wait ending repeated 2 more times during next 2 hours. I strongly feel that it was done intentionally.
In the end, I was told that my case has been taken under control by a supervisor Bianca (she wrote me to my email) and that she would inform me about its results. Not a single word from her since.
But a day later I decided to try a UK Apple Support.
A short chat with a first line and a supervisor ended with the same results:
1. Refuse to disclosure refund terms.
2. Refuse to refund.
3. Refuse to offer an equivalent-price service (for example iCloud 50 gb storage plan for 11 months of 1 Apple Music month for free). I use both services for years.
The only thing that was offered (if I want to): an equivalent price renal for movies of music purchases. But I do not buy movies in iTunes and I have an Apple Music subscription. So I have refused this proposition.
I feel abused and my rights violated. Looks like Apple legalized developers right to deprive customers right to use any purchased application if they are lazy enough to update their applications.
I have promised to support team to tell this story on the biggest forums and to ask people write Apple with refund/compensation demands for same cases.
Has anyone ever encountered same cases in Apple Support?
Does anyone know what else can I ask to do on Apple side?
Any help would be good.
I just don’t get how Apple can act this way to customers spending during 7 years 4-5 thousand USD on devices and a good thousand USD on application purchases?
I have updated my iPhone 6S to ios 11.3.1 and I have found that at least 1 of the applications (a unique one) and 2 games that I have paid for and I that I use often are not updated to 64-bit architecture and are unable to work in iOS 11 (it is still installed on my device, but not launch and show the message to ask developers upgrading to 64-bit). I have contacted the support teams of its developers and I have received the answers that they were not going to update it. My request to refund me my costs for these apps were redirected to Apple Support. Here is the information about the Application and the Games:
1. Visuel mobile, QA International, 4,99 USD, Bill #***, Document #***, purchased on DEC 23, 2015;
2. Wild Blood, Gameloft, 6,99 USD, Bill #***, Document #***, purchased on NOV, 25, 2012.;
3. Cyto's Puzzle adventure, EA Chillingo, 0,99 USD, Bill #***, Document #***, purchased on APR, 27, 2013.
First I have contacted the US support team. As a result, the first line support made me feel crazy with next conversation summary:
1. We will not refund as it is impossible due to the purchases terms.
2. We will not disclose the maximum refund terms for such purchases as it is confidential. They give this link https://www.apple.com/legal/internet-services/itunes/us/terms.html as an answer to my question and refuse to give a quote of a paragraph where the answer should be.
3. We would like to transfer this chat to a developers team support and they will help you to downgrade your iPhone 6S from 11.3.1 to 10.x.x.
To be honest with you the last point just killed me. But the support continues to insist that such downgrade is possible. I have never heard anyone had done something similar when a certain iOS version was not signed officially anymore. Besides a downgrade would be not a good solution to me.
I asked to transfer my conversation to a supervisor and after some 20-30 minutes of wait, the chat was ended exactly after my agreement to transfer the chat to a supervisor. This story with chat transfer 30-minutes wait ending repeated 2 more times during next 2 hours. I strongly feel that it was done intentionally.
In the end, I was told that my case has been taken under control by a supervisor Bianca (she wrote me to my email) and that she would inform me about its results. Not a single word from her since.
But a day later I decided to try a UK Apple Support.
A short chat with a first line and a supervisor ended with the same results:
1. Refuse to disclosure refund terms.
2. Refuse to refund.
3. Refuse to offer an equivalent-price service (for example iCloud 50 gb storage plan for 11 months of 1 Apple Music month for free). I use both services for years.
The only thing that was offered (if I want to): an equivalent price renal for movies of music purchases. But I do not buy movies in iTunes and I have an Apple Music subscription. So I have refused this proposition.
I feel abused and my rights violated. Looks like Apple legalized developers right to deprive customers right to use any purchased application if they are lazy enough to update their applications.
I have promised to support team to tell this story on the biggest forums and to ask people write Apple with refund/compensation demands for same cases.
Has anyone ever encountered same cases in Apple Support?
Does anyone know what else can I ask to do on Apple side?
Any help would be good.
