Do Apple have a complaints department in the UK?

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.

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?

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.

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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?

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.

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!!!

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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.

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?

no help from apple i have problem and no any answer

aymanelraey wrote:

no help from apple i have problem and no any answer

Thanks for letting us know! 😟

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!

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

Saryfairy wrote:

Can i just say i find it absurd that Apple doesn't have a complaints department

So you too, simply want an office to complain to & you don't want to get your issues sorted.

Okay.

If I had spent money and something didn't work, I would want to get it fixed.

I can moan and groan all I want but what's that do? Not much.

If Apple feel they are above giving the customer the right to complain about faulty goods

Who says they are above it but what good is a "complaints department"?
Don't you want a "fix it" department?

Actually, just fixing something isn't always enough.

The more technology takes over our lives the more we depend on smart phones. Just saying, "Well it's fixed now" doesn't quite cut in the modern world does it?

I had issues with the 6 Plus' camera. I went on a once in a lifetime holiday, an 18 night cruise and couldn't take any photos as the camera was awful. It turned out Apple knew about these issues but hadn't bothered to tell the people it affected or indeed anyone at all. I found out via a message board like this.

That's not really good enough is it?

Every major corporation in the world has a complaints procedure, Apple should be no different, especially considering the reach into people's everyday life their company has.