Apple Recalls
Apple Recalls, or Apple Service Programs as Apple would refer to them by.
What is an Apple Service Program?
Apple refers to these as an “Apple Service Program”, but in reality these are Apple Recalls. Apple will usually service, or replace the device that is affected.
What Should I Do?
First, check Apple’s website here to see if your device is affected. If your device does indeed meet the criteria, you should contact Apple at 1-800-275-2273, and ask for the AppleCare team which is Apple’s technical support. Once you reach them, you are speaking to a tier 1 representative. Most of the time, the tier 1 agent will be able to help you with any publicized recall or service program. On occasion, Apple will sometimes not publicize a defect, in which case these are handled on a case by case basic.
What If My Problem Is Not Publicized?
On a case by case basis, Apple may have an internal procedure for handling certain issues. More often then not, the tier 1 agent will not have to tools, or access to help with the unpublicized issues. At this time you will want to politley ask for a tier 2 representative, or requesting a supervisor will also get you to the tier 2 agent.
AppleCare Tier 2
When dealing with an AppleCare tier 2 representative, they do have the additional tools, or authorization to make things happen especially if the affected device is an non-publicized, or an internal process documentation Apple refers to these as.
What If Tier 2 Is Not Helpful?
You have additional options at your disposal. 1.) You can ask to speak to AppleCare Customer Relations. AppleCare Customer Relations is the department that handles any customer complain in relation to a technical support issue. You HAVE to have an existing case number whuch woukld have been provided to you during the call or chat when speaking with the tier 1 representative. If you still are not getting the help you feel you need, at this time you can 2.) email a higher up exectutive, or contact via email the CEO. These issues are mostly handled by Executive Customer Relations. Executive Customer Relations can get your device swapped and can issue some form of compensation like a gift card or some device for free.