A couple of months back, there was an unexpected and major data loss from my wife's iPhone. I entered into a chat session with Apple's technical support and explained how critical it was that despite calendar and notes being lost, that the contacts (still intact) were not lost.
The technician then gave me instructions as to how to back everything up safely. However, on following her instructions, the contacts literally drained away. I should note that this not only happened on the phone but also on the back ups.
I then spoke with a number of Apple employees of varying helpfulness. At one point I was offered a $150 voucher at the Apple Store. I explained that this hardly covered for our loss. After reaching a brick wall with them, I sent a letter to their legal department which has gone unanswered.
Last week I was called to be offered an increase to $200 and a verbal acknowledgement of their fault. I told them that the offer was unsatisfactory but asked them to send me it in writing. I was told that they would not send it in writing.
Is this a common problem and Apple worrying about me instigating some form of class action? Is there another reason for them avoiding the not unreasonable request for any compensation offer to be made in writing rather than from a telephone call from someone whom I didnt know? Is it unreasonable for me to expect that any letter sent to Apple by snail mail (I was told amazingly that they would not receive any digital email) should prompt an acknowledgement?
I intend to take this further.
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