Kari T.

My elderly mom is an existing Apple TV user and been paying for AppleTV monthly. She recently purchased a MacBook Pro in January 2021 and is eligible for a free year of AppleTV with Apples urgent promotion. When she clicked on the email link, it did not activate the free year and continues to be charged monthly.

We tried calling Apple directly regarding the Apple TV promotion, but was disconnected several times via phone and had to call back and wait on hold numerous times. I was transferred from one service department to another and then disconnected. I was finally put in touch with a supervisor, Travis, at Apple.

Travis verified that my mom is eligible to receive 12 mos of Apple TV with her recent Apple purchase. However, he said it had been activated on Weds 1/20 and then canceled on 1/23. He said since it had already been activated, he was not able to reactivate. He offered to do 3 months free of AppleTV, and said that's the best he could do. Since I had been working on this issue for over 3 hours, I just took the 3 months of AppleTV for my mom. I asked to speak with his supervisor to get the remaining 9 months owed to mom, and he said he couldn't transfer me to anyone as there was nothing further that could be done. He was "very sorry and understood how we felt.". Seriously Apple? My elderly mom recently lost her wife, has been stuck at home alone due to COVID and only has her tv to occupy her time! She shares her accounts with no one! After spending $2300 on a computer and was told she would receive this bonus benefit, it should not be this difficult to fix.

The account always said there would be a $4.99 monthly charge. Her free 12-months were never enabled! Horrible way to treat the elderly. Way to go Apple! You should be ashamed of yourself!