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Why doesn't Apple have a complaints department ?

759 Views 7 Replies Latest reply: Sep 16, 2013 7:56 AM by varjak paw RSS Branched to a new discussion.
Kpbkev Calculating status...
Currently Being Moderated
Sep 13, 2013 12:36 PM

Why doesn't Apple have a complaints department?.. I called customer services to enquire about a cracked screen on my I phone 5. I was told if I went to the Apple store at  Arndale Manchester they may replace the set free of charge under warranty or at least give me a refurb set for £119. So I took a day off & caught the train to said store only to be told it would cost £240 ! ! They were adamant that they could not help me. How misleading was the original advise I got from the help centre ?? There also seems that there is nowhere or no one to complain too. NOT HAPPY !!! 

  • BrandonGrew Level 1 Level 1 (110 points)
    Currently Being Moderated
    Sep 13, 2013 12:39 PM (in response to Kpbkev)

    If it's under warranty the replacement would be free, so the only way they didn't refund it is if the warranty has ended or is null\& void. Secondly,if you want to submit a complaint do it here.

     

    http://www.apple.com/contact/feedback.html

     

    Best Regards, Brandon.

  • TJBUSMC1973 Level 5 Level 5 (4,735 points)
    Currently Being Moderated
    Sep 13, 2013 12:41 PM (in response to Kpbkev)

    "I was told if I went to the Apple store at  Arndale Manchester they may replace the set free of charge"

    "Apple store at  Arndale Manchester they may replace the set free of charge"

    "they may replace the set free of charge"

     

    See where I'm going with this?  By your own words, no promises were made, only possibilities.

    You damaged your own device.  YOU broke it.  The Apple Advisor tried to help you and make recommendations, but it's clear you were being a PITA.  Deal with it.  Play the out-of-warranty fee to repace the device that YOU broke.  And be GRATEFUL that Apple is going to repalce it at a discount.

  • varjak paw Level 10 Level 10 (167,520 points)
    Currently Being Moderated
    Sep 13, 2013 12:42 PM (in response to Kpbkev)

    Either you told the customer service agent the wrong iPhone model, or they just mistakenly looked up the wrong price. The replacement price on the iPhone 3G, 3GS, and iPhone 4 is indeed £119. The replacement price for an iPhone 5 is £209 (both prices assume carry-in replacement). So a simple mistake was made, on which end I would have no way of knowing.

     

    http://support.apple.com/kb/index?page=servicefaq&geo=United_Kingdom&product=iph one

     

    If the Apple Store wanted £240, talk to the store manager and ask why they quoted you a price so much higher than Apple's stated out-of-warranty replacement price.


    As to being charged at all, user-caused damage is not covered by the warranty, so you have to pay.

     

    Regards.

  • ChrisJ4203 Level 7 Level 7 (26,570 points)
    Currently Being Moderated
    Sep 13, 2013 6:04 PM (in response to Kpbkev)

    Getting it repaired in stoke on Trent is probably a 3rd party repair shop. No warranty, and once opened, the Apple warranty is voided. If you go to Apple and get an out of warranty replacement, which is what you would get with the user damage, they do not fix, they replace. A replacement, refurbished phone carries a warranty of the balance of the original product warranty or 90 days, whichever is longer.

  • TJBUSMC1973 Level 5 Level 5 (4,735 points)
    Currently Being Moderated
    Sep 13, 2013 6:05 PM (in response to Kpbkev)

    Do whaaambulances sound the same in England as they do in America?

  • varjak paw Level 10 Level 10 (167,520 points)
    Currently Being Moderated
    Sep 16, 2013 7:56 AM (in response to Kpbkev)

    So he made a mistake. Again, the replacement price for an iPhone 5 in the UK is £209 for carry-in to an Apple Store.

     

    There's nothing else anyone here, who are all just fellow users, can tell you or do about this situation. Talk to the Apple Store manager. Or pay the unauthorized repair shop and pay less but void all further support from Apple. Your choice.

     

    Regards.

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