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As an apology, I was offered a few free months of Apple Music, the same discount you get when you buy a new Apple Watch. The company explained to me that a number of gift cards had been intercepted and stolen during delivery to legitimate retailers, including the card I purchased. I never got a personal response from Cook, but it seems my letter did spurn action: I’m happy to say my account was re-enabled soon after.
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I never thought I would have to call on a professional relationship in this way. I also forwarded my note to my Apple sales rep for Quartz-who I’d been keeping informed during this process-to see if there was any way he could route it internally. Out of other obvious options, I decided to email Apple’s CEO Tim Cook, knowing he occasionally responded to customers’ emails. Quantifying my loss this way made me realize just how much trust I’d had in Apple. If I add up the amount spent on Apple hardware over the years, that number would balloon in size. I wanted to quantify exactly how much money I’d put into its services, and the total came out to around $15,000. Even after all this, the only reason I was given was, “See the terms and conditions.”ĭuring this time I’d requested a copy of my personal data from Apple. The agent went to bat for me, making the case to Apple’s security team, but, ultimately, the request was denied again and, apparently, they told him to stop pursuing the case. Eventually, I got to Senior Agent #4, who went above and beyond, this time asking me to provide documentation. He put in an appeal to have my account reviewed again, but it was denied. I continued to reach out to Apple support, and presented my case to Senior Agent #3, who, like Senior Agent #1, realized I was a loyal customer who had been unlucky. I wasn’t prepared to give up on 15 years of purchases that easily. I couldn’t even pass time on the flight playing Animal Crossing on my phone, because I got a similar error message when I opened the game. It was the first time I’d flown with a paper boarding pass in years.
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When I had to take a trip for a family emergency, the JetBlue app wouldn’t let me access my boarding pass, saying I had to update the app to use it.
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At first, it seemed like a mild inconvenience, but I soon found out how many apps on my iOS and Mac devices couldn’t be updated, not to mention how I couldn’t download anything new. Apple plays a big part in my professional life too: I’m the IT manager for Quartz, and we use Apple hardware and publish on Apple platforms.īut when Apple locked my account, all of my devices became virtually unusable. My partner and I have owned numerous iPods, iPhones, iPads, MacBooks, iMacs, Apple Watches, Apple TVs, and even a HomePod, over the years. One of the things I love about Apple’s ecosystem is that I’ve built my media collection on iTunes, and can access it from any of my Apple devices. I started to realize just how far-reaching the effects of Apple disabling my account were. She stressed that if that did not happen to get back in touch with her and she’d work with me on the next steps to get it taken care of. Apparently all she had to do was to escalate this to Apple’s internal security team who, because she had vetted my account, would re-enable everything within 24 hours. “I’m looking at your account and can clearly see you are a dedicated customer and that you’ve been the victim of a scam,” she said, adding she’d spoken to at least two other customers experiencing the same issue. Shocked, I explained how I’d obtained the card, thinking I’d made a legitimate purchase, and offered Apple proof of my purchase. The senior agent informed me my account had been locked because I’d used a fraudulent gift card. I’ve worked with Apple support countless times both for work and for personal devices, and normally you’re only escalated to a senior rep when the first line of defense can’t resolve your issue. As soon as I got an agent on the phone I was immediately shuffled off to a senior representative, which is a bit unusual. I searched online for help, but I couldn’t find a solution. When I tried to log in, it said my account was locked. Luke kurtis Screenshot from iTunes showing I was locked out of my account.Ībout a week after I redeemed the gift card, I noticed my iTunes account wasn’t working.
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