Open Letter to APPLE regarding The 5 Years of My Life Your Support Team Deleted

July 14, 2015

To: Tim Cook, CEO of Apple

Dear Mr. Cook:

To say I am perplexed, frustrated, disappointed, and downright angry with your

company is an understatement. I have emailed you, spoken to your Executive Office, 5

Senior Advisors, a Manager of an Apple store, and two Apple Techs at an Apple store.

Due to your technical phone support, 5 years of financial data, music, videos I made,

and hundreds of photos have been deleted from my computer and my external hard

drive. While Apple admits that service could have been better, I was offered a $200

conditional store credit.

In my attempts to have this addressed, one of your Executive support people kept

telling, me, “this is an extraordinary case,” “this is so unusual”, I was told that Apple will

do nothing for the loss that was caused by your technical support. The coldness, the

continued repeating of, “I understand,” has been exasperating.

I have purchased more than $25,000 worth of Apple hardware and software, and this is

rotten customer service. I followed tech support’s instructions exactly, and lost 5 years

of my life. I don’t know which is more insulting – the coldness of the Executive office or

the lack of compensation for a monumental loss of data. If I ran my business in this

manner I would have no clients. But giant Apple does this and a previously loyal

customer is betrayed. Even the techs in the retail store told me they could not

understand why I was told to delete my data.

So, Mr. Cook, I write this as another attempt to break through the Apple insensitivity

and lack of conducting good customer service with integrity.

I seek fair and adequate compensation for the loss of all of my business financials,

personal and professional photographs, music, and videos that were made and saved on

an Apple Time Capsule and an IMac.

Diane Katz, PhD

[email protected]