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November 5, 2012<br /> <br /> To whom it may concern:<br /> <br /> I am writing to you because I have been unable to get a problem resolved with a new iPhone5 that I purchased in September 2012.<br /> <br /> Since September 20th, I have been issued three new phones. The first phone had a hardware program the very first day, and it was taken back to the carrier (Sprint) who told me to return it to Apple for a replacement. Apple graciously replaced the phone for me, but it wouldn't activate so I could use it. I returned the next day, and after spending approximately 3 hours in the store, the technician figured out that they had not deactivated the first phone (iPhone #1) and once they did, it worked fine until the IOS 6.01 update last Friday when a SIM card failure occurred.<br /> <br /> Saturday morning I took the phone to my local Apple store, and the representative replaced the SIM card. The new SIM card did not work. Another two SIM cards were tried and failed, and I was told to go back to the Sprint store for a Sprint SIM card (although the Apple store had these SIM cards too). My carrier did not have any SIM cards, so, Saturday afternoon, I went back to the Apple store and the technician attempted to figure out why the SIM cards were not working, although my phone was apparently recognized by my carrier. There was no resolution Saturday after spending approximately 4 hours running between Sprint and Apple.<br /> <br /> The next day, I made another appointment with the Apple store to speak with a technician. I explained the situation once more...SIM card failures, no service, no ability to make telephone calls, send text messages...all the things that one generally uses the phone for.<br /> He provided a few more SIM cards and sent me back to Sprint to activate - Sprint told me they could not help me because the phone is &quot;proprietary&quot; to Apple and although they sell the product, they can't work on them.<br /> <br /> So back to Apple I went to spend another 4 hours. I was provided with phone #3 on this trip with a new SIM card (I think). The technician admitted that it appeared that the very first phone (iPhone #1) had been &quot;fat fingered&quot; with the incorrect numbers (assume he meant manually entered), and that they &quot;would make everything right before we left the store&quot;. I walked out of the store with yet another new phone, a new SIM card, activated through Sprint, and the world was right until I got home 20 minutes later and discovered another SIM card failure.<br /> <br /> Today, my husband took the phone back into the Apple store and was basically told they could not assist him with this problem. They provided the AppleCare number and forwarded an email walking us through resetting the phone to it's original settings. AppleCare was closed by the time we were able to call, and the reset netted the same results...nothing and continued failure of the SIM card.<br /> <br /> To say I am frustrated, is an understatement. While the technicians at Apple have been nice, I still have a phone I cannot use - a phone I gladly paid a lot of money for, because I was a believer in the integrity of Apple products, their impeccable customer service and my experience with owning Mac computers, iPods, other iPhones and iPads. However, because of this experience, I am seriously reconsidering that loyalty.<br /> <br /> I don't know what you can do, but I am hoping something can be done.....I am also wondering why I am sitting here with a phone I cannot use, and why no one is willing to resolve it. I'm disappointed, discouraged and unable to use the phone I excitedly waited to get. <br /> <br /> Just so there are no surprises, I'm also going to contact the Oregon Department of Justice - Consumer Affairs, the FCC, the Better Business Bureau and our local television station who assists with resolving consumer complaints, to report my concerns. I really need this situation to be resolved and not be swept under the rug, or be told that there's nothing that can be done. I've spent countless hours trying to get this resolved in a civil and understanding manner - all to no accord.<br /> <br /> Thank you for your time, and in the event you need to reach me...well, email is actually the only way to do that at this point, because my iPhone 5 does not work. <br /> <br /> Sincerely yours,<br /> <br /> Jennifer Lawrence


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