Apple. The most frustrating IT company in the world?

[DSM10000]

I will start this by admitting that we do not own and have never owned any Apple devices.

That being the case I tried to set up a subscription today for Apple TV.

This was prompted because madam is very much enjoying the books by Mick Herron that have recently been turned into a series on Apple TV starring Gary Oldman, one of her favourite actors.

Apple are renowned for their simplicity of use so I was expecting a very straightforward process.

Signing up and giving them credit card details was simplicity itself (how surprising!), I also ensured that the Apple TV app was updated on our Samsung TV and then followed the instructions on line and the steps on the TV to set up the subscription.

It wanted my Apple id .

No idea what that might be . I had used ITunes many years ago but couldn't recall it.

No problem, they could find it for me.

I followed their process to be told that no such id existed.

Ok, things may have expired so it was suggested that I create a new id.

Sounds reasonable so I tried.

I couldn't do this because an id "already existed"

I followed various suggestions several times , entered the only 2 email addresses I have for personal use to be told neither email is recognised nor acceptable

I repeat the process (the Apple system tried to fill in my details automatically and insisted that I was in Guernsey!) and, eventually it accepted all it required to generate the new id and let me hit "proceed "

"These details are incorrect" was my reward.

I tried scanning the QR code generated on the TV via the Apple TV app.

Same result. You need to enter the Apple id that they claim doesn't exist when they look it up and no you cannot create a new one because one already exists!

Giving up after several other attempts I follow the link in the original email confirming my subscription that takes me to the cancellation page.

To cancel I have to go through Apple Music, which I don't have.

I install Apple Music but there are no cancellation options because I have to set up a subscription to Apple music that I do not want to then be able to cancel both subscriptions.

I found a UK helpline (clearly not in the UK) with appaling sound quality where, after explaining the situation three times (and no I don't want to sign up for a package deal!) I managed to get my card removed from their system.

I have lost an hour of my day, madam was looking forward to watching a new series that now seems denied to her and Apple has now become a pejorative in the house

 

[st13phil]

Apple products are, generally, quite easy to set up and use but as with so many systems, once you go down a rabbit hole it's incredibly difficult to get out again.

The "ID you've entered doesn't exist" coupled with "can't set up an ID because it already exists" is a wonderfully Kafkaesque doom loop.

 

[EndlessMoneyPit]

I know how infuriating it is when this happens, you could quite happily launch the offending PC/phone/tablet through the nearest window. I must admit I find my iphone much easier to work than my partner's Samsung, though.

 

[MikeInWimbledon]

So, fresh email address, only for use to create and fresh Appleid , and away you go...

 

[DSM10000]

Apple products are, generally, quite easy to set up and use but as with so many systems, once you go down a rabbit hole it's incredibly difficult to get out again.

The "ID you've entered doesn't exist" coupled with "can't set up an ID because it already exists" is a wonderfully Kafkaesque doom loop.

When we set up our Samsung TV a couple of years ago I plugged it in to be met with a message saying that it had found my Samsung mobile and would I like to use that to complete the setup?

A quick yes, a simple menu of choices and the TV was fully functional in two minutes.

 

[DSM10000]

So, fresh email address, only for use to create and fresh Appleid , and away you go...

I considered it but frankly any company that causes me /us that much hassle is not one we will do business with.

 

[HappytalkAgain]

Never had any issues with Apple or their products. House full of the stuff. Seamless integration of phones, laptops, iMac, HomePods, smart plugs, garage door opener etc. love it all.

Sorry to hear of your issues. Hope you get it sorted.

 

[DSM10000]

Never had any issues with Apple or their products. House full of the stuff. Seamless integration of phones, laptops, iMac, HomePods smart plugs, garage door opener etc. love it all.

Sorry to hear of your issues. Hope you get it sorted.

Thanks Ant

It is the same here with Android. Never a problem with setting up devices that need to communicate with each other.

I could understand clashes with a different OS and software but this is clearly a fundamental issue with Apple generating the security id they insist on, and failing to do so.

If, like your good selves we had many Apple products then we would have had an id that would work.

My new Chromebook found our network, printer, my mobile, TV etc and was joined up in minutes.
Smart plugs and lights, ear buds, Sonos system etc all integrated easily

Everything is simple until it isn't

 

[Doodle]

In one of my previous jobs we went through the (pretty sizeable) hassle of being an accredited repairer, because it was less painful than dealing with them for all the repairs that went through IT services (we covered a pool of circa 40k people, so could be sending several units back every week).

 

[DSM10000]

In one of my previous jobs we went through the (pretty sizeable) hassle of being an accredited repairer, because it was less painful than dealing with them for all the repairs that went through IT services (we covered a pool of circa 40k people, so could be sending several units back every week).

I have no knowledge of the reliability or otherwise of Apple products but today was an example of one of the world's foremost companies not caring about a customer experience, possibly because we didn't have an Apple product although I was willing to spend money with them and add to their revenue stream.

It was Apple and Apple alone that not only made it impossible for me to carry out a simple process but to then cynically try to get me to sign up financially for a secondary service that I didn't need or want purely to "let" me cancel the first service that they had taken payment details for but couldn't provide the information I needed to use that service.

 

[leef44]

I have no knowledge of the reliability or otherwise of Apple products but today was an example of one of the world's foremost companies not caring about a customer experience, possibly because we didn't have an Apple product although I was willing to spend money with them and add to their revenue stream.

It was Apple and Apple alone that not only made it impossible for me to carry out a simple process but to then cynically try to get me to sign up financially for a secondary service that I didn't need or want purely to "let" me cancel the first service that they had taken payment details for but couldn't provide the information I needed to use that service.

You mentioned the word "Samsung" - that's where you went wrong.

Apple is an easy and simple product to use. It is completely seamless using Apple products. The business model is to make you pay the Apple "tax" and be within its ecosystem.

You are an outsider so it treats you like that until pay the premium and buy all Apple products. It is blackmail, sorry I meant an exciting prospect.

Disclaimer: I don't use Apple products or I guess you worked that out

 

[DSM10000]

You mentioned the word "Samsung" - that's where you went wrong.

Apple is an easy and simple product to use. It is completely seamless using Apple products. The business model is to make you pay the Apple "tax" and be within its ecosystem.

You are an outsider so it treats you like that until pay the premium and buy all Apple products. It is blackmail, sorry I meant an exciting prospect.

Disclaimer: I don't use Apple products or I guess you worked that out

You are correct in many ways

I didn't want to integrate Apple hardware with Samsung hardware

I wanted to find an existing Apple id or create a new one so that I could spend money with Apple to run their app supplied by them and designed (by them, see the connection? ) to run Apple TV.

Not only can they not find an existing id that they tell me exists, they cannot generate a new one.

The final insult is to ask me to sign up for another subscription to allow me to cancel the first one.

What a business model!

 

[markjay]

...This was prompted because madam is very much enjoying the books by Mick Herron that have recently been turned into a series on Apple TV starring Gary Oldman, one of her favourite actors...

Season 1 was great. Didn't realise Serious 2 was out. Thanks for the heads-up. Need to check if we still have the Apple TV+ subscription.... that's Mrs MJ's department.

 

[DSM10000]

Season 1 was great. Didn't realise Serious 2 was out. Thanks for the heads-up. Need to check if we still have the Apple TV+ subscription.... that's Mrs MJ's department.

Unsure which current season is available. I just wanted to get it working for S1.

That would have been a bonus

 

[markjay]

Unsure which current season is available. I just wanted to get it working for S1.

That would have been a bonus

Both Season 1 and 2 have been released, according to Wikipedia:

 

[DSM10000]

Both Season 1 and 2 have been released, according to Wikipedia:

Next time you are watching would you please place your mobile in front of your TV and live stream it?

 

[markjay]

Next time you are watching would you please place your mobile in front of your TV and live stream it?

Sadly Mrs MJ confirmed that she stopped the Apple TV subscription last year. Apparently we now have Netflix, Amazon Prime, and Now TV.....

 

[DSM10000]

Sadly Mrs MJ confirmed that she stopped the Apple TV subscription last year. Apparently we now have Netflix, Amazon Prime, and Now TV.....

This is what happens when you delegate

 

[Andy500SL]

Apple is fine if you live in the Apple universe.

Android is fine if you live in the Android universe.

Even Microsoft is fine if you just live in the Microsoft universe.

It's crossing between them that causes problems.

For straightforward, no messing there's always P*****Bay

 

[l5foye]

My answer to OP's question (is Apple the most frustrating IT company in the world?) is YES. I could write a book about the problems with an Apple computer , an Ipad and Apple's so-called customer service.