Just when we could have moved on, Apple introduce New Security Procedure

At a time when I had just started to think "ok lets just move on now" Apple introduce the new security procedure.

I completely understand and appreciate the need for security on an account BUT...
surly that security should be able to be answered by the owner of the account. Right?

WRONG, in the world of apple they want to limit there questions to just 4 which are irrelevant to most people. And there is no option to write your own question so that you will actually know the answer.

Now I know that I am not the only person that this new procedure has annoyed. There are pages and pages of complaints on there own communities support forum and also on google search.

So what are apple doing to help make this process better and more memorable to there users?

NOTHING, apart from directing users to http://www.apple.com/feedback/itunesapp.html and suggesting that users answer the same for all three questions. Which you cannot do. Then suggesting that I type something like "Apple:)pies1, Apple:)pies2, Apple:)pies3." And then writing the answer down somewhere. Yeah like that is going to make peoples accounts more secure.

This is an absolute shambles by apple and they should be ashamed.

All they had to do was make the questions more adaptable or let users write there own questions (like I did before) and accounts would be more secure.

At the moment it looks like nothing is going to change because apple thinks of itself as GOD and that is it.  Not listening to customers again and forcing changes without offering people an opt out.

They are not sorry after all!

It would seem, after further contact with executive relations that they are not actually sorry for what was written.

They have actually apologised if I feel that I was portrayed inappropriately in my case notes and have agreed to remove said notes from my case file.

 This was all they had to do in the first place, but instead they have forced this blog so that people can see what Apple think of there customers.

 Customer is always right does not exist in the world of Apple.

Apology Received, half heart-idly!

After sending the details of my mistreatment by apple to various newspapers and magazines and also to the PR departments, apple have now decided that they should apologise.

Admittedly this is a very half hearted apology and it would seem that executive relations have been forced into it. The apology is only via email at the moment and I will await proof in the post that notes have been removed.

All of this could have been avoided if executive relations had a) not made the notes in the first place and b) treated the complaint seriously in the first place and dealt with it without me having to make there mistreatment of customers public.

The comments Executive Relations made!

I had numerous problems with replacements provided by apple and all the issues I had were backed up with photographic evidence or visits to apple retail stores.

Near the end of the complaint I requested the notes on my case.

I found that the Executive Relations Advisers thought it acceptable to make notes on my case as follows.

"The customer is tricky"

"This somewhat challenging customer"

"The MLB has been replaced - and surprise, surprise - something's not working, again."

"Please note that I am also not entirely convinced as to the validity of his statements"

All of these comments are completely unfair and unprofessional of such a big international company. As far as I am concerned these are the comments of the company.

This is what apple actually thinks of its premium paying customers.

Some more issues!

The issues I had faced with apple were that a Macbook Pro had an un-commanded shut down and was then sent for repair a third time eventually.

It was sent by apple executive relations to Group8.

They managed to not fix it and change the serial number form a Macbook Pro serial number to a Macbook serial number.

Finally apple decided to replace my Macbook Pro/Macbook with an upgraded model as an apology. Fair enough I thought.

But this was where the problems really started...

There last opportunity to acknowledge there wrong doings.

This is in relation to an ongoing complaint with the apple executive relations department in Cork, Ireland.

The complaint first started in June/July 2011 and was finally resolved in December 2011 after much arguing. I have other issues now and the manager of the department is refusing to provide a responce to an 8 page letter sent in January 2012.

Full details will follow soon but get in touch with your stories of complaint about them or your dealings with them.