"My phone is still shutting down, it has ruined my vacation, and my travel video I am producing. I am a food and travel critic, yelp Elite member, and TripAdvisor SENIOR CONTRIBUTOR and depend on my phone for photos, videos and to write reviews of places I am visiting. This is not just inconvenient, it has ruined my vacation and disrupted my livelihood.
C.T. Sorrentino, LtCol, USAF (Ret)
As a disabled-Veteran and retired Air Force officer, I take great pride in my character, my integrity, and my honor. When she questioned my integrity, the conversation was over as far as I was concerned. I was so upset that I told her "you win, I am done wasting my time on a company that has so little concern or respect for their customers as is the case with Apple".
I went to the Apple Store in Colorado Springs to replace my 5c with a 5c "PER APPLE POLICY" in early February. After telling the young "genius" my story, for the 6th time at least, she brought the manager over to talk to me. He said "we'll make an exception to policy based on your experience and upgrade your 5C to a 5S. You'll have to return the new 5C, get a refund, and purchase a 5S for an extra $100." I asked him WHY HE COULD UPGRADE MY PHONE WHEN I HAD WASTED 30-40 HOURS AND DRIVEN OVER 100 MILES ONLY TO BE TOLD IT WAS "IMPOSSIBLE"? I thanked him for his kind offer, but by that time I was so fed-up with the way I had been treated, I told him "thanks, but no thanks … I will not give another penny of my hard earned money to Apple after the way I have been treated". I left the store with my new 5C.
Now, my Macbook Pro 13" (mid-2012) is acting up again! I had to reset the computer from a backup about 4 months ago following instructions on the Apple Support site after it would not boot no matter what I tried. That seemed to solve the problem, but Safari would not work (along with a couple other programs), so while at the Colorado Springs Apple Store I asked them to taker a look at it. They ended up keeping it overnight to reinstall the operating system which I was told was "corrupt". Safari was working again, but the other programs still had issues.
Two weeks ago when I could not boot the computer or get past the grey screen with the white Apple and the endlessly revolving wheel, not even in Safe Mode. Again, I tried to solve the problem using Apple Support instructions, but was unsuccessful, so I called their 800 number. The woman on the phone said I would have to partition my hard drive, which she helped me do, reinstall the operating system on the new partition, then follow the instructions after the computer restarted. I and a doctors appointment and could not stay on the phone, so she told me to call back if there were any problems.
The computer started after reinstalling the OS on the new partition and I followed the instructions as she had told me. It appeared as though the computer was setting-up as if I had not used it before, which I assumed was because of the new partition (which was eating up much more of my 500 GB hard drive by the way). When it asked me to select a backup to restore from, the recent backups from the week before (when the computer had last been working) were nowhere to be found on my 4TB network drive where I had safely stored them for months. The only backups listed were from May 2013, shortly after I bought the computer, so I assumed it wa again an issue with the new partition.
Once the backup was installed, I immediately went to Microsoft Outlook to check the emails I had not been able to view for nearly 6 days by then. When I checked my folders, all of the emails between May and now were gone … my work and personal email history was nowhere to be found, including those from three large lawsuits I am involved in, my father's funeral arrangements at Arlington National Cemetery in May, and documentation from our (very challenging) tenants in Kansas City (among many others)! All of our photos disappeared and the video on Puerto Rico I had spent dozens of hours creating for my YouTube (CombatCritic's TravelValue) channel was gone!
I called Apple again on March 12, 2014 to find out where my Outlook (.olm) file went as well as the backups from two weeks ago so I can get back to work, recover critical emails, and locate my Puerto Rico video that disappeared in iMovie during this process.
I spoke with Andrew who helped me get permissions to the old partition of the hard-drive where the missing files supposedly reside. Because the process took so long, he had me call back later so that I could get some work done, promising to make "extensive notes" so I would not have to explain for the umpteenth time to an Apple Support Representative. Before I hung up, Andrew tried to sell me the "extended warranty" because my warranty was to expire in 61 days. I told Andrew that I have spent $3,000 on Apple products less than a year ago and WILL NOT SPEND ANOTHER PENNY ON PRODUCTS THAT SHOULD LAST MUCH LONGER THAN 12-36 MONTHS ... thanks, but no thanks!
When I called back a few hours later to continue with the next step, backing-up both partitions of the hard-drive so we could then wipe the hard-drive clean and restore the computer from its original (out-of-the-box) state with the files and programs I need from the two partitions, Melissa #1 answered the phone.
Even though Andrew had made "extensive notes", Melissa #1 acted as if she had nothing to go on and made me explain most everything. She was obviously clueless, making me wait on-hold while she asked her supervisors what to do next. I had to guide her through the process even though she is supposed to be "the expert". She finally decided that we should back-up the hard drive my 1TB external hard drive (Western Digital - My Passport), but because it would take several hours, I had to call back and go through the next step with another technician. I explained again how disappointed I am in Apple products, that I have wasted 40-50 hours of my time (between these problems and the debacle with my iPhone 5C in January and February), and that I am at wits-end. She placated me, as all other Apple employees have done, with words of sympathy, but zero action or follow-through. We made an appointment for 7:15pm to have a technician call me back to complete the next steps (clear the hard drive and reinstall from back-up).
At 7:oopm, I checked the back-up to see if had finished, but it still had 22 hours to go! I then realized that Melissa #1's instructions were inadequate and the back-up was not being made to My Passport, but to my 4TB network drive, exactly where she told me it should not be saved. So at 7:15pm when Melissa #2 called back, I told her what had happened and that I had initiated another back-up, this time to My Passport, and that because it would take severel hours, I would have to call back in the morning to proceed with the next steps.
After 60-70 hours of wasted time and weeks without my computer, I finally finished reinstalling everything on my Mac, starting with a clean slate. It worked OK for a couple weeks, then the problems started again. The other day, it shut itself down twice in the middle of my work, causing me to lose the changes I had made and having to reboot once again. I contacted Kerri, the Apple Technical Support Supervisor who had helped me reinstall Mac OSX and all of my programs after she told me "if you have any more problems, don't hesitate to give me a call":
Anonymous UUID: A1D4A102-0C0B-FD64-F710-6562CF2E1783
Fri Apr 4 09:44:53 2014
panic(cpu 0 caller 0xffffff8000adbe2e): Kernel trap at 0xffffff8000c076ae, type 14=page fault, registers:
CR0: 0x000000008001003b, CR2: 0x00000000beefbad6, CR3: 0x0000000002f59000, CR4: 0x00000000001606e0
RAX: 0xffffff8020b84a80, RBX: 0x0000000000000000, RCX: 0x00000000000007ff, RDX: 0x00000000beefbabe
RSP: 0xffffff81e7853d50, RBP: 0xffffff81e7853d80, RSI: 0xffffff8020e60ee0, RDI: 0xffffff81c84a8970
R8: 0xffffff81e7875000, R9: 0xffffff8001001910, R10: 0x00000000000003ff, R11: 0xffffffffffffffff
R12: 0xffffff8001103760, R13: 0xffffff8000c075c0, R14: 0xffffff8020e60ee0, R15: 0x0000000000000200
RFL: 0x0000000000010206, RIP: 0xffffff8000c076ae, CS: 0x0000000000000008, SS: 0x0000000000000010
Fault CR2: 0x00000000beefbad6, Error code: 0x0000000000000000, Fault CPU: 0x0
Backtrace (CPU 0), Frame : Return Address
0xffffff81e78539e0 : 0xffffff8000a22fa9
0xffffff81e7853a60 : 0xffffff8000adbe2e
0xffffff81e7853c30 : 0xffffff8000af3326
0xffffff81e7853c50 : 0xffffff8000c076ae
0xffffff81e7853d80 : 0xffffff8000bc54cf
0xffffff81e7853dd0 : 0xffffff7f80fecab2
0xffffff81e7853e20 : 0xffffff7f813ad2ca
0xffffff81e7853e70 : 0xffffff7f813b0c3a
0xffffff81e7853ec0 : 0xffffff7f8107dfc4
0xffffff81e7853ee0 : 0xffffff7f8153a6bb
0xffffff81e7853f10 : 0xffffff8000eaea53
0xffffff81e7853f70 : 0xffffff7f8153a28f
0xffffff81e7853fb0 : 0xffffff8000ad6ff7
Kernel Extensions in backtrace:
BSD process name corresponding to current thread: kernel_task
Mac OS version:
Darwin Kernel Version 13.1.0: Thu Jan 16 19:40:37 PST 2014; root:xnu-2422.90.20~2/RELEASE_X86_64
Kernel UUID: 9FEA8EDC-B629-3ED2-A1A3-6521A1885953
Kernel slide: 0x0000000000800000
Kernel text base: 0xffffff8000a00000
System model name: MacBookPro9,2 (Mac-6F01561E16C75D06)
System uptime in nanoseconds: 1830367412801
last loaded kext at 1396651157650: com.apple.driver.AppleIntelMCEReporter 104 (addr 0xffffff7f82908000, size 49152)
last unloaded kext at 1563896263175: com.apple.driver.AppleIntelMCEReporter 104 (addr 0xffffff7f82908000, size 32768)
Model: MacBookPro9,2, BootROM MBP91.00D3.B08, 2 processors, Intel Core i5, 2.5 GHz, 16 GB, SMC 2.2f41
Graphics: Intel HD Graphics 4000, Intel HD Graphics 4000, Built-In, 1024 MB
Memory Module: BANK 0/DIMM0, 8 GB, DDR3, 1600 MHz, 0x85F7, 0x483634314755363747313630304700000000
Memory Module: BANK 1/DIMM0, 8 GB, DDR3, 1600 MHz, 0x85F7, 0x483634314755363747313630304700000000
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0xF5), Broadcom BCM43xx 1.0 (126.96.36.199.22)
Bluetooth: Version 4.2.3f10 13477, 3 services, 15 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en1
Serial ATA Device: APPLE HDD ST500LM012, 500.11 GB
Serial ATA Device: MATSHITADVD-R UJ-8A8
USB Device: Hub
USB Device: Hub
USB Device: BRCM20702 Hub
USB Device: Bluetooth USB Host Controller
USB Device: Apple Internal Keyboard / Trackpad
USB Device: IR Receiver
USB Device: Hub
USB Device: FaceTime HD Camera (Built-in)
Thunderbolt Bus: MacBook Pro, Apple Inc., 25.1
I am done fighting with these social cretins, will use my iPhone and Mac until they die (which should not take long based on my experience), and will go back to a Windows or Android-based phone and a non-Apple computer when they do ... FOOL ME ONCE, SHAME ON YOU; FOOL ME TWICE ... AIN'T GONNA HAPPEN APPLE!
CombatCritic Gives Apple, Inc. 1 Out of 10 Bombs for their poor products, customer service, and judgment ... More Bombs Are Better!
Key Words: Apple, computer, Mac, iPhone, 5c, 5s, Macbook Pro, Macbook, poor, customer, service, integrity, honor, character, Institutional, terrorism, InstitutionalTerrorism, CombatCritic