Who to contact at Apple to complain about an authorised repairer?

Contact the NSW Office of Fair Trading and lodge a complaint with them:

http://www.fairtrading.nsw.gov.au/About_us.html

That should shake things up.

Hi Perapoika,

You may want to call Apple Support in Australia, (61) 1-300-321-456

See: Contacting Apple for Support and Service

Hope it goes better,
Ivan

A year? Normally Apple repairs taking longer than three weeks should be questioned. Often they will replace any machine in for longer than three weeks. Secondly, when sending a machine into repair, you should always ask the expected repair period in the future and ask to be given the option to replace the machine if they can't solve the issue within an alotted time you can accept. Most Apple repairs can be taken care of in a week or less.

But as others have said, those means of contact are good.

Go to the store's physical location may be more worth your while. At least then you can figure out if they still exist.

I find strange that there is no way to write a complaint.

My MBP, bought new in July, is at the shop for repair, one month now.

The shop (authorized repairer) never answer the phone. Maybe my bad luck? So I went there a couple of times, very generic answers.

Calling Apple Italian customer care kept me waiting on the phone for 30 minutes most times. And no answers again, they promised to call back or email with an answer which they never did.

No informations, none else to call or to contact... what is a customer supposed to do?

iggi65,

Click on the link Contact Us iin the lower right corner of this page.

You will find the corporate address and other methods of communicating there.

ali b

Not really, ali.
Maybe I'm missing something, but on the Contact Us page there is just one phone number for Italy (where I live), nothing else, no email address or form to make an 'escalation'.
So.. after I called that phone number three times with no solutions, called the apple shop several times without ever getting an answer, I simply find very strange that there is no one else I could ask to solve this.

Apple doesn't have an e-mail address.

You can always write by post a complaint to corporate headquarters:

Apple
1 Infinite Loop
Cupertino, CA 95014
USA

Additionally, Apple has this support feedback form:

http://www.apple.com/support/feedback/

Since your authorized repairer supposedly is providing "support", feedback about "support" would seem to be a logical place to submit the complaint.

Thanks brody that is what i was looking for

Be aware that submitting via the feedback page will not get you any response from Apple, so if you're looking for assistance in resolving the problem, the feedback page is not the mechanism you should use. The feedback page is only for submitting comments and suggestions to which you do not require a reply.

If you need assistance from Apple in getting the service provider to work with you, call Apple at (39) 199 120 800 and ask if you can speak with a customer relations agent. Short of calling Apple in the United States, that's going to be the only venue for you to request assistance from Apple in resolving your problem. Be polite but persistent in asking for assistance, but understand that Apple does not have unlimited abilities to intervene when dealing with an independent business, even though that business is contracted to Apple for repair services.

Otherwise you will need to attempt to work out the problem with the manager/owner of the service center.

Good luck, and regards.

Hi Dave, that's actually what happened.
The customer relations agent was very kind and found a solution to my problem. Really great.

I understand that my idea of an Apple shop as of a representative is wrong, it is, as you say, an independent business.

What can I say, I love Apple again 🙂

Glad you were able to get your issue resolved. Best regards.