Your customer service representatives have caused more harm than help. After my mother in law died, my new bill was not what I expected it to be (I was expecting it under $100 after asking two reps about my situation). Despite attempts to help fix the issue, my bill increased to $696! And the only way I'm told this problem can be fixed is if I make a series of phone calls on very specific days, get charged late fees, and put in addition requests for fixes on the bill - then my bill will be lower. However, after running the math, it's still not as low as I expected. It turns out my expectations were incorrect from the start following incorrect information provided to me, but it took hours for someone to finally realize this while they still proceeded to go down a route of what one store manager called 'promotional gymnastics' to attempt to fix my bill. Way to take advantage of a family grieving loss and put even more work on them...
This is just the short version of the problem. I spent countless hours on the phone and visited a corporate store the last several days without a clear solution that doesn't put more work on me. Not to mention, I was promised to get a call today back from a rep with the "escalation team" and I never got a call.
Lastly, no one can reliably tell me where to return my mother in laws phone. Some said in the store, others said Apple, and the store said it must be mailed in - and I've twice requested a box/return label and they haven't arrived.
We're sorry for your loss and we want to help with you situation regarding returning the device and getting your billing corrected. We'll be sending a private message. ~Peter
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