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Do Apple have a complaints department in the UK?

97199 Views 141 Replies Latest reply: Feb 22, 2014 4:25 AM by Iyinka RSS Branched to a new discussion.
  • DavidJFinlay Level 1 Level 1 (0 points)
    Currently Being Moderated
    Feb 23, 2012 2:13 AM (in response to kptphoto)

    I am also looking for the complaints department so if you are able to find out where to complain please tell me

  • TheStoat Level 1 Level 1 (0 points)

    See my step by step explanation of how to log a complaint in a previous post in this thread. If you want an online complaints department feel free to ask either of the two people I pointed out in my prior step by step explanation

     

    Andy

  • Bertfromuk Level 1 Level 1 (0 points)
    Currently Being Moderated
    Mar 12, 2012 1:40 PM (in response to kptphoto)

    I am also trying to complain ... I wanted to give apple the opportunity to make things right before i take them to court but to whom can i direct my letter ? I will put it in an enveloppe and send it to the CEO to their HQ.... I dont see an alternative!

     

     

     

     

    Dear Sir/Madam,

     

    On 23rd April 2011 I purchased an Apple ipad 2 from the T-Mobile shop in the Oracle Centre, Reading, England.

     

    I have taken good care of my ipad and I have thoroughly enjoyed using it.

     

    On 11th March I noticed that there was a crack on the right hand side (as I was holding it) on the edge of the LCD screen. This morning I phoned the apple express lane. I explained what had happened and I was advised that it may be a warranty replacement matter due to the unusual breakage of the glass and that I should go to my closest apple store to schedule me in for a genius bar appointment. My case number is: 297419330.

     

    Acting upon this advice, I went to the apple store in the Oracle, Reading. My appointment was at 11.10am.  However,  I had to wait for 20 minutes before I was seen by a member of staff. I explained what had happened. The technical support person examined the ipad. He asked me if I had dropped it, and I informed him that I had not done so. He told me that the ipad could not be repaired under warranty. I was not happy with this advice considering that I have taken excellent care of my ipad so I asked to speak to the manager.

     

    I then spoke to John Baldwin. He repeated what I had already been told and he did not believe that the damage happened by itself and through no fault or action of mine. This was very frustrating for me as I have given honest information and it is a very unpleasant experience not to be believed in this way.

     

    I believe that this has happened before to other customers and it is therefore clearly a fault either in the assembly or in the design of the unit. It appears that the crack originated from the edge of the LCD screen at the point where the screen is held between the fingers and (normal and reasonable) pressure is applied to hold the unit steady for use.    

     

    I request that this matter be reconsidered and that you repair the ipad under the warranty or replace it. In the absence of a satisfactory response to this reasonable request, I will issue a claim against you for the cost of the repair to the ipad or a replacement ipad, whichever is the most viable option.

     

    Kind regards,

    Bert Uitterlinden

  • igniteuk Calculating status...
    Currently Being Moderated
    Mar 21, 2012 3:24 AM (in response to Bertfromuk)

    You would need to call and speak to customer relations and get your complaint escalated

  • lindsayfromdunfermline Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 10, 2012 2:18 PM (in response to Bertfromuk)

    I feel your pain.

     

    There is no complaint department .....a "Senior Advisor" on the 0844 number told me there is no complaints department.  He was very rude.

     

    I sent my 9 month old IPad 2 for repair under warranty - it stopped working in the last few weeks - many other people have had same issue if you search forum.

     

    I look after it very carefully but they said they wont repair it because the dock connector has some damage to a pin inside (it still works 100% so effectively an unrelated cosmetic damage) and apparently this had void my warranty.  He even said if there was a scratch on the screen (which there isnt by the way) that the same would apply.  Now I actually get the bit about not repairing a fault if accidental damage to that has caused the fault but looking for accidental damage elsewhere which has no day to day effect on the operation of Ipad.  What a joke.

     

    I am looking at the Office of Fair Trading if I cant get resolved with Apple.

     

    It has left such a bad taste in my mouth as I really thought Apple truly valued their customers.  Did Steve Jobs want this to be his legacy?  Being made to feel like a liar or like you've not looked after a product that you love.......

  • lindsayfromdunfermline Level 1 Level 1 (0 points)

    ps it was microphone that stopped working.....a common fault it seems with 3G models

  • Miles cockburn Level 1 Level 1 (0 points)
    Currently Being Moderated
    Sep 2, 2012 6:54 AM (in response to kptphoto)

    I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

     

    All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

     

    Your iPhone is being returned as it has been deemed to have been damaged by the user?

     

    I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

     

    I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

     

    For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

  • Miles cockburn Level 1 Level 1 (0 points)

    I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

     

    All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

     

    Your iPhone is being returned as it has been deemed to have been damaged by the user?

     

    I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

     

    I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

     

    For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

  • Miles cockburn Level 1 Level 1 (0 points)

    I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

     

    All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

     

    Your iPhone is being returned as it has been deemed to have been damaged by the user?

     

    I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

     

    I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

     

    For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

  • Miles cockburn Level 1 Level 1 (0 points)
    Currently Being Moderated
    Sep 2, 2012 6:57 AM (in response to Tamara)

    I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

     

    All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

     

    Your iPhone is being returned as it has been deemed to have been damaged by the user?

     

    I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

     

    I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

     

    For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

  • Miles cockburn Level 1 Level 1 (0 points)

    I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

     

    All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

     

    Your iPhone is being returned as it has been deemed to have been damaged by the user?

     

    I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

     

    I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

     

    For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

  • Miles cockburn Level 1 Level 1 (0 points)
    Currently Being Moderated
    Sep 2, 2012 6:59 AM (in response to igniteuk)

    I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

     

    All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

     

    Your iPhone is being returned as it has been deemed to have been damaged by the user?

     

    I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

     

    I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

     

    For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

  • dekkeruk Level 1 Level 1 (0 points)

    There are a couple of routes you can take at this point as your iphone is only 6 months old. If you got your phone via a 3rd party, e.g Vodaphone on a contract, then you need to take it back to them. It is their responsibility to sort out your issue with a fix / replacement.

     

    If you bought the iphone from apple, then they are bound by law to do the same. Have you tried taking it into an apple shop. The staff are often very helpful and will sort issue, even when the warranty has expired. If you are unfortunate enough to get a member of staff that is less than helpful, the request to escalate your query with a senior member of staff is usually sufficient.

     

    You have to remember that you are within your rights as a consumer, apple know this, although some members of staff may try it on. The company themselves are aware that if they don't solve your problem, Trading standards will gladly get involved. It must be fit for the purpose for which it was bought!

     

    I wouldn't lose faith in apple just yet, the larger the company, the more fault there will be with their products. However proportionally, I would bet that apple have less issues than any other PC / phone company and their products have a much longer shelf life! Good luck in getting it sorted!

  • SimpleTV Level 1 Level 1 (0 points)
    Currently Being Moderated
    Nov 29, 2012 5:00 AM (in response to dekkeruk)

    Sadly, having had Apple lose all my data in the MobileMe/iCloud debacle. I can assure you their store staff are no better.

     

    It's a sad reflection that a monlith like Apple has decided to treat its customers with such blatant disregard. But with so many people buying their products with no discernment whatsoever, they can clearly do what they like.

     

    I can assure you that Sharp (IQ held for 20 years), Psion (held for 17 years) and Palm (Vs held for 15 years) make Apple products (my orignial iPhone was completely obsolete after 2 years) look as dispoable as a one use camera.

     

    My old Mac products were brilliant. But the current OS's don't run on them and neither do Apple Support them in anyway.

     

    I've got through 4 hard drive failures in the past 12 months and 1 motherboard crash.

     

    I can still get parts and software for my 2 decade old products from the suppliers.

     

    It's unlikely Apple will care about the backlash in Britain as it still has the rest of the world to feed off. Maybe we should have a word with the boys at sillicone rounndabout and do our own thing with great service to boot.

     

    And I'm a business customer who has spent more than £20,000 with Apple over the past 5 years.

  • melomanias Level 1 Level 1 (0 points)
    Currently Being Moderated
    Dec 10, 2012 4:00 AM (in response to marc234)

    Finally a truly useful answer with an actual Complaints department address. It seems they exist after all! Now I just have to figure out the address to the Portuguese one, because over telephone they only gave me the same general email address (contactus.pt@euro.apple.com) I had already used in the first place*.

     

     

     

     

    * The funny thing is: I used the email address to explain the situation; they replied to me saying I should call the sales phone number. I called the number and when they were unable to solve the situation and I asked where I could file a complaint, they gave me the same initial email address. Silly me to expect more from a company that revolutionizes everything on the face of the Earth. What about: we're introducing the Best Costumer service you've ever seen. It's been totally redesigned to meet legal standards and not make you feel like an idiot in front of those Microsoft users.

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