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Original Comment I can barely stand to tell this story again, so I will make it short. My iPad mini acquired a software problem six months after I bought it. Two trips to the store proved a complete waste of time, so I called the support line. My call was dropped approximately five times after I had waited on hold five to ten minutes and entered my info in the keypad just to speak to a person who took my number in case of disconnection only to never once get a single call back. That alone made me crazy. It continued to go badly and I ended up with a supervisor who spent what felt like three hours but was probably more like two on the line with me trying to update my iTunes on my computer and we never even accomplished that by the time we were both exhausted and chose to comeback to it later. I knew my computer was trashed and they were saying it was the only way to fix my problem. On top of that I am sick and I just couldn't go through that again. I ended up dealing with a crap iPad that was really screwed up for the next five months when the touch screen broke and I had no choice but to call in. <br /> Again I was dropped and not called back which pissed me off just for the fact that clearly three was no way for any employee to be held responsible which is why this could happen so often. If you ask for their last name they will usually refuse despite the fact that we have no choice but to provide our full name, home address, and phone number. Aside from that it is just plain rude! It's created a culture of no accountability. Finally after I thought I'd lose it, I got a person who was nice, apologetic, and helped me figure out the best way to handle the problem. He was about to arrange shipping, etc. when he meant to put me on hold but instead transferred me to a brand new person who had no idea why I was calling and found no notes from the guy about my case who just about wrapped up my issue and he didn't call back! I had to start over again and I was furious!?!! I finally ended up with a man called David who stands out from the cloud, and he offered to give me some free accessories to ,are up for everything. I didn't want any accessories. I wanted retina display on my iPad mini which was a minor upgrade I felt I more than deserved. He said he would request it and before we were able to connect again, he had to have all kinds of oral surgery and was out for weeks! He managed to leave me a message saying they wouldn't do that and by that time I had gone to great lengths to find out what had happened to David because he missed a scheduled call with me and because I am sick, it had a detrimental effect on my health. Well I sent some emaIls hoping his boss would check them, and left messages on his phone. I was not about to start again with someone new. Well I called David yesterday and found out that somehow I'd been deleted off his history and therefore he had no way to access my case or my contact info and had I not called him I would have never heard from him again!! He never received my emails and claimed I didn't leave my number on his voicemail. Well I did on most of the numerous messages I left just trying to find our if he even worked there anymore. During all this I have been treated with hostility by support staff who became defensive in response to my frustration, and endured treatment from them that was unacceptable because they indulged in taking out thier feelings about my frustration on my for instance one person left me on hold after we'd spoken for 20 minutes and she left me there for over 10 minutes without checking I was still there. I was so tired by then I just prayed the b*tch was still coming back because I couldn't start the call process again. At times I was brought to tears, and felt totally hopeless that I would ever get my iPad fixed because I was at the mercy of Apple Care who had no sense of professionalism and I couldn't count on any of them to do right by me as one would expect from customer service you've paid for and expect profession ism from let alone respect and job pride. Six months from when I started all of this, I still don't have a properly working iPad and thinking I would get some help from customer care, I found that my experience was of no concern to her, and after half listening to all of my valid and real complaints and concerns, she said, &quot; what I can offer you is this, a replacement iPad of the same model you have now.&quot; She was offering me a service I'd paid for and owned! She was trying to spin it like it was a favor that should make up for all I'd been through. She didn't seem to realize that fixing the iPad was not even the pint anymore. Theorist was the fact that on six months I had failed to connect with anyone at Apple who was able to successfully complete my issue and fix my iPad. Offering to have it fixed yesterday was like spitting in my face! Yes I wasn't it fixed, but I want someone to address appropriately the outrageous and unethical experience I'd had trying to get what Id paid for! I wanted retina display and that would have made me feel better. It's the only thing I wanted from Apple, and the iPad was still a mini. I was told that it was impossible for anyone of the millions (?) of Apple employees across the world in multiple countries far and wide to approve an apple store registering me the retina iPad instead of the one without it which in my very educated opinion is bull, and simply breaks down to mean there is no one willing to show me that some effort has been made on my behalf to find a person who can do that small thing that would mean nothing to Apple but so much to me to make proper amends for this nightmare I've been living. I'm disgusted, dismayed, and still so offended and traumatized I am still hot to get someone to step up and make things right. It's the principle and I would be fired up if this happened to someone else other than me. It's absolutely wrong, wrong, wrong. I did email Tim Cook because I heard he used to answer the public. I hope but I don't expect. I've also asked to speak to the head of the department of the woman who I just described my call with last night. I pretty sure no one will do a thing to make amends with a customer who apparently is disposable in their minds, but not in reality. No customer is disposable.

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