In January 2022, I purchased a MacBook Pro M1 for an approximate value of $3,500 (dolars). However, after receiving the product and conducting tests, I decided to return it and opt for a different model. The return was processed without issues, and Apple’s facilities confirmed that the product was in perfect condition. Nevertheless, the refund was never processed.
Over these months, I have made multiple calls to customer service in search of a transaction number that would allow me to trace the money in my bank account. Unfortunately, I never received useful information, and in some cases, I was even accused of attempting fraud.
After months without any news regarding my money, I decided to take legal action in Mexico through PROFECO as an intermediary. Despite participating in several hearings over several months, I did not receive significant assistance from your staff in the country.
Nearly 12 months ago, I initiated a legal process with the assistance of a lawyer with the purpose of resolving this matter. We even visited your offices in Mexico City with the intention of presenting my case and reaching a solution. However, to this day, Apple has not responded to my situation, despite the judge ruling in my favor due to a lack of evidence demonstrating the return.
I have been a loyal Apple customer for over a decade, and this situation has been deeply disappointing. After nearly two years since the purchase, I was finally able to recover the money, as, thanks to my lawyer, we came very close to the process of seizure, prompting Apple to agree to the refund at this point. However, this process has caused significant difficulties in my professional life. Furthermore, I have spent almost the same amount as the computer’s value on legal proceedings, including attorney fees, transportation expenses, and stays in Mexico City, among others
The intention of commenting on these forums is to highlight Apple’s poor customer support practices and to see if, in any way, they address my particular case to recover the money that I invested in these two years to retrieve the money that was rightfully mine from the beginning.
It is pathetic that I had to spend so much money to recover my own money