Apple Staff Accused of Non-Consensual Subscription Sign-Ups; Apple Responds

Allegations of Non-Consensual Sign-Ups

Consumer rights advocate Louis Rossmann claimed that Apple store employees were enrolling customers into free trials of paid Apple services without their informed consent. These trials automatically convert to paid subscriptions if not canceled before the trial period ends. The offers were presented on employee devices, not the customer's own phone.

Performance Targets and Practices

Rossmann stated that Apple set a 40% sign-up target for staff, which was tracked as a performance metric. An Apple store member reportedly confirmed that some staff would press the 'Accept' button on behalf of customers to meet these targets, without obtaining express consent. Staff also allegedly described these offers as 'gifts,' obscuring their nature as recurring subscriptions.

Apple's Response to Accusations

While Apple has not issued a public statement, internal actions indicate the company is addressing the issue. According to Rossmann, a memo was read during a staff meeting, clarifying that only customers are permitted to press the 'Accept' button for service offers. Additionally, internal systems reportedly show that Apple is no longer using the subscription sign-up rate as a performance metric for staff.

Context of the Accusations

Louis Rossmann is known for his work as a repair technician specializing in logic board repairs and data recovery, and has been a prominent advocate for right-to-repair legislation. Apple initially opposed such legislation but later supported it.