kptphoto

Q: Do Apple have a complaints department in the UK?

Hi all.

I have been an apple convert for several years and have never had cause to complain before. However, an iPhone 4 has been purchased and I have a repeating problem.

The first iPhone 4 kept switching itself off repeatedly. It was taken back and, after a period without a phone, the replacement was collected. This, I have been told, is a completely new phone.

So, having transferred all the contacts etc again, use of the second iPhone 4 was commenced.

Guess what, it keeps switching itself off and has had to be returned..............again. Guess what, I am without a mobile phone...............again. I need it for business so this is a real pain.

I would like to complain to Apple to see if I can get an iPhone 4 that actually works correctly. I have scoured their website to try and find an e-mail address or a contact number for a complaints department in the UK. I cannot find one.

Is this because I have missed it or is it because Apple are so arrogant that they do not believe anyone would dare to complain about one of their products?

I was researching buying a Mac Pro for my photography business. Perhaps I will have to do more research to find alternatives. I NEED reliable products.

Thanks in advance to anyone who can provide me with the contact details I need.

iMac 27", Mac OS X (10.6.4)

Posted on Nov 4, 2010 9:39 AM

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Q: Do Apple have a complaints department in the UK?

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  • by Alarm Guy,

    Alarm Guy Alarm Guy Feb 9, 2014 12:48 PM in response to kptphoto
    Level 1 (0 points)
    Feb 9, 2014 12:48 PM in response to kptphoto

    Feel your pain. Here is my story of disappointing Apple customer service...

     

    I am telling my whole story for a fourth time; I've already explained it to three Apple employees. In a nut shell, I am very disappointed and frustrated with Apple's lack of flexibility.

     

    My iPhone 4S has a few problems including failed speakers, failed volume buttons, failing battery (goes low way too quickly). I tried to get service at a local Apple store three weeks ago but no appointments (10 minute appointments--inadequate) were available for over 4 hours. Returned yesterday to find out that I am 7 days past my AppleCare warranty. Store staff, including manager, could/would not be flexible & honour my warranty. I called apple care, as directed by the store, only to tell my entire story again, twice, for nothing. Basically was given a carefully-worded but still condescending answer along the lines of, '7 days past warranty is still past warranty and I had two years of warranty to deal with any issues'.

     

    Not so much as a discount was offered. In my opinion, as a business owner, the phone should be replaced due to both the barely expired warranty as well as the potential of losing a customer who will bring much future revenue Apple's way...or not.

     

    I have two iPhones, one iPad, an iCloud account, an iTunes account & a growing business to which I was planning to add apple devices and services .  As a result of this poor service experience, I have begun my research of other products and cloud services.  Samsung, Blackberry or Microsoft is going to benefit from my poor experience with Apple/AppleCare.

     

    Disappointed to say the least.

  • by tonefox,

    tonefox tonefox Feb 9, 2014 1:31 PM in response to Alarm Guy
    Level 6 (9,271 points)
    Feb 9, 2014 1:31 PM in response to Alarm Guy

    To what duration do you think a two year warranty should be extended to avoid "poor service"?

  • by Iyinka,

    Iyinka Iyinka Feb 21, 2014 12:58 PM in response to kptphoto
    Level 1 (0 points)
    Feb 21, 2014 12:58 PM in response to kptphoto

    I had my phone replaced by Apple on the 8th February at the Apple shop  in Trafford Centre. They asked me if I wanted to download my information from iCloud which I had last saved on the 6th February. The photos that were download were not my photographs. Some of them were of a highly explicit nature of persons (male/female) whom I do not know. The couple in question would be mortified to know I have received their intimate photographs off iCloud. All the photos were deleted and I was told an iCloud representative would get in touch with in a couple of days, which they did not. Since then I have been on to Apple again about a differed matter and they tried to get my original photos back on my phone but again these initiate explicit photos were downloaded to my iPhone. My 13 year old niece has been staying and has used my phone but thankfully did not look at the photos. I also got the Whatsapp download which I have never heard of and have never used. I have complained to Apple and had no satisfaction and I found their representative Alex de Matos rude and condescending, I received confirmation that an Apple engineer has started their investigation on the 20th February, later that evening I received an email saying that their engineers are going to require a bit more time to investigate. Alex phoned me today to tell me they were still looking in to it. I still have these explicate photos on my phone.  He also told me this had never happened before, he needs to read this website. Apple do not have a complaints department, even though it would be best practise if they had one. I have found an address that you can write to and I suggest recorded delivery. Apple Retail UK Ltd; 5th Floor; 6  St Andrew Street; London; EC4A 3AE. I am now going to get in touch with the Trading Standards agency and the Data Protection agency as Apple have violated principle 5 and 7. Principle 6 states a right to right to claim compensation for damages caused by a breach of the Act.

     

  • by Chris CA,

    Chris CA Chris CA Feb 21, 2014 1:30 PM in response to Iyinka
    Level 9 (79,451 points)
    iPhone
    Feb 21, 2014 1:30 PM in response to Iyinka

    Iyinka wrote:

     

    . Principle 6 states a right to right to claim compensation for damages caused by a breach of the Act.

     

    What damages do you have?

  • by Iyinka,

    Iyinka Iyinka Feb 21, 2014 3:21 PM in response to Chris CA
    Level 1 (0 points)
    Feb 21, 2014 3:21 PM in response to Chris CA

    Good question  the act principle 6 is the data protection principle and the right of individuals that it refers to are:

    • a right in certain circumstances to have inaccurate personal data rectified, blocked, erased or destroyed; and

    • a right to claim compensation for damages caused by a breach of the Act.

    I would say that the data I have received on my iPhone is inaccurate personal data and should be blocked, erased and destroyed as it is pornographic and of an intimate nature that is not of me. I would say that I have a right to compensation as I have spent in excess of 4/5 hours on the phone at a cost of 5pence per minute to sort Apple's mistake out or iCloud mistake.Even though they have said it is a free call from a landline, but as I work from a bank I do not think they would like me to use their landline for personal calls especially of an intimate nature. I have had to work at home for two days and have neglected my work and have had to work to 7pm. to catch up, need I go on. Also if iCloud sends out photo's that do not belong to the iPhone recipient, what about keychain? When you go on Safari and buy something over the internet and you use your debit or credit card iCloud asks you if you want to say this information, the same with passwords and personal email addresses. What happens if this gets mixed up and I get YOUR credit or debit card details, opens up another can of worms called FRAUD.

    :

  • by deggie,

    deggie deggie Feb 21, 2014 4:07 PM in response to Iyinka
    Level 9 (54,434 points)
    Feb 21, 2014 4:07 PM in response to Iyinka

    Just a guess on my part, but I would say that someone managed to either shoulder surf or guess your Apple ID password and began using your account. Are you sharing your Apple ID with others in your family?

  • by Iyinka,

    Iyinka Iyinka Feb 22, 2014 4:25 AM in response to deggie
    Level 1 (0 points)
    Feb 22, 2014 4:25 AM in response to deggie

    Hi, thanks for your reply. I have changed my Apple ID password and I do not share my Apple ID with anybody.

    There are about 100 photo’s and they are of people of a different nationality than my family, they have been taken in another country and probably on a different continent.  They are not all of a sexual explicit nature, only about half a dozen are, but that's half a dozen too many for me. I have deleted the photo’s on a number of occasions but they keep coming back. This is a blow too my confidence in Apple and  I will not be entering any of my bank details, passwords or personal emails address on this iPhone, never mind allowing them to be saved on iCloud.

  • by Chilly1957,

    Chilly1957 Chilly1957 Aug 1, 2014 12:18 PM in response to Joseph Blogger
    Level 1 (0 points)
    Aug 1, 2014 12:18 PM in response to Joseph Blogger

    I have exactly the same problem after 18 months, i too complained to Apple & Tesco, this seems a very common problem, but Apple seem to have their buried head in the sand.

    Tesco customer service have not answered any of my e-mails,

    Apple want £170 to repair the hardware, or if you contact them on their website, they can charge you £25 for advice!!!

  • by tonefox,

    tonefox tonefox Aug 1, 2014 2:26 PM in response to kptphoto
    Level 6 (9,271 points)
    Aug 1, 2014 2:26 PM in response to kptphoto

    .

  • by happy puppy,

    happy puppy happy puppy Sep 16, 2014 7:04 AM in response to melomanias
    Level 1 (0 points)
    Sep 16, 2014 7:04 AM in response to melomanias

    i brought my MAC BOOK AIR 4 months ago 9. i had my ' z' key auto typing,last month after send to the service centre they say i pour water into the keyboard .but i really do not know when .so they ask me to call apple care if i want to get warranty ,otherwise i need to pay for it . after they approve my warranty and they repair my MAC . but the technician told me that , actually they can't really repair it , the auto type may occur again may b after a few day .

    and after 2nd day i collected from the service centre it start to auto type again . so i send to the service centre again , when i ask them why this happen again , the technician told me , he do not know . then after that he repair for me again , the pc was back to normal for 4 day , then start to auto type again .

    i really frustrated .

     

    frustrated to the attitude of the technician , i wonder did he really know how to repair or not ? i wish to complaint , but i can't find a way to do it .

    and i wish i never buy this pc .

    i thinks this is my 1st time and the last time of using apple product.

  • by Meg St._Clair,

    Meg St._Clair Meg St._Clair Sep 16, 2014 6:47 PM in response to happy puppy
    Level 9 (58,397 points)
    iPhone
    Sep 16, 2014 6:47 PM in response to happy puppy

    happy puppy wrote:

     

    frustrated to the attitude of the technician , i wonder did he really know how to repair or not ? i wish to complaint , but i can't find a way to do it .

     

    Have you considered calling the manager at the location where went for the repair? Have you considered using the Contact Us link at the bottom right of every page in these forums?

  • by aymanelraey,

    aymanelraey aymanelraey Sep 22, 2014 3:13 AM in response to kptphoto
    Level 1 (0 points)
    Sep 22, 2014 3:13 AM in response to kptphoto

    no help from apple i have problem and no any answer

  • by Chris CA,

    Chris CA Chris CA Sep 22, 2014 5:28 AM in response to aymanelraey
    Level 9 (79,451 points)
    iPhone
    Sep 22, 2014 5:28 AM in response to aymanelraey

    aymanelraey wrote:

    no help from apple i have problem and no any answer

    Thanks for letting us know!

  • by Saryfairy,

    Saryfairy Saryfairy Sep 16, 2015 3:03 AM in response to kptphoto
    Level 1 (0 points)
    Sep 16, 2015 3:03 AM in response to kptphoto

    Can i just say i find it absurd that Apple doesn't have a complaints department and that customers having to jump through hoops to find any kind of human contact is ridicuolus. To all those saying otherwise you are clearly delusional about what customer service entails. If Apple feel they are above giving the customer the right to complain about faulty goods then they are acting outside of the consumer rights act. I too have had great trouble with several new iPhones to which i was simply told this issue is conveniently 'not covered by your warranty' and therefore your only option is to purchase a new iPhone. I for one will not be continuing to give Apple my custom!

  • by FelipeV,

    FelipeV FelipeV Sep 16, 2015 4:44 AM in response to Saryfairy
    Level 5 (6,718 points)
    iPhone
    Sep 16, 2015 4:44 AM in response to Saryfairy

    Complaining here is pointless, as there is no one from Apple on this forum and they do not monitor it. Short of what you were told in your original thread, you can vent here:

     

    www.apple.com/feedback

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