Anyone Else Have This Problem with Apple Support?

On 11/21/24, I requested a replacement request under AppleCare for a pair of AirPod Pro 2nd Generation. They constantly disconnected and would randomly disappear and reappear in FindMy. Apple put a $299.16 hold on my bank account. I mailed the defective pods and case back.

On 12/24, I spoke to 3 Apple Reps for 1 hour and 17 minutes - I noticed that Apple charged me $188.68. I immediately called Apple Support They claimed that they did not receive the pods but they received the case.  After explaining that the two boxes were in  one shipping box, and that both labels were included, I was APPROVED for a credit. The rep said I probably wouldn’t see it in my account until after the holidays.

On 1/6, I spoke to 2 Apple Reps for 53 minutes - I noticed my account wasn’t credited yet. I emailed Apple Support. I received a voice mail saying “they’re saying they feel like it’s been partially received.” I called Apple Support. After going through the entire ordeal again, I was scheduled for a “call back” for 1/7.

On 1/7, I spoke to 2 Apple Reps for 1 hour and 11 minutes - I got my call back stating that I was now denied my credit because they didn’t receive the pods. I explained again that if they received the case, they received the pods because they were in the SAME shipping box. I was scheduled for a “call back” for 1/14.

For $188.68 that I am DUE, I have spoken with 7 Apple Reps for a total of 3 hours and 21 minutes. That doesn’t include the call I’m scheduled for the 14th. I’m disgusted because the amount of time I’ve spent and Apple has paid these reps, far exceeds the $188.86 I am due. I’m disappointed because I have been a long-time, loyal Apple Customer.

I have a large family and have purchased many IPhones, Ipads, MacBook Pros, AirPods, AirTags, and too many chargers and cables to count over the years. I always purchase the AppleCare as well. I'm now researching to make a switch from Apple Products. Three of us are ready for phone upgrades, so at least the timing is good!