Do Apple have a complaints department in the UK?

Apple is not here and won't here your semi-rant. You might want to post about your connectivity problem and see if one of the user volunteers here can suggest something. Otherwise speaking for just myself I could give a rat's *** what you buy. But if you do go Android you need to double-down on your security precautions.

They don't officially have a complaints dept, though clearly they should.

Your best course of action is to insist on speaking to a Senior Advisor, they carry a lot more clout than non-seniors, and I've always had my issues with Apple products fully resolved when I've gone through a Senior Advisor, even down to having a new - not a refurb - product to replace a continuously faulty one.

The very rude poster who said Apple aren't here so won't see your post - not strictly speaking true. They do monitor posts, because one I put up before about a UK CS dept got immediately deleted and Apple emailed me to tell me they'd deleted it - no-one gets to speak ill of the mighty Apple, apparently!

The irritating workings of this forum, like the lack of first character capitalisation on new paragraphs, is nothing to do with them, that's down to some other bunch.

Keep on insisting that you want a brand new replacement, with a brand new warranty to match.

Good luck 🙂

The people that they wanted to reach are not here. There are moderators here and they do delete posts that do not meet the Terms of Use here.

Apple does not have a complaints department (few companies do nowadays) but they do have a Customer Service department. As far as insisting on a brand new device with a brand new warranty, perhaps it would be advisable for people to read their warranty. And not just on Apple equipment.

If you are sold a faulty product, by law, you can insist on a new replacement within a certain period of time.

I'm using the new replacement that I was given in March this year right now. The one I bought in Dec last year was so faulty that the repair dept took one look at it and deemed it worthy of being immediately replaced, not repaired or refurbished, the same day they saw it. I refused to accept a "new refurb", and I checked the serial number online to make sure I hadn't been given an old one. I was given one that had been made two weeks before I received it. I was well outside of their official returns period, but had contacted Support umpteen times and been fobbed off by non-senior advisors, as well as about three seniors. It just took a while to find an advisor who actually wanted to help sort everything out. This is where it would be helpful to have a proper complaints dept, instead of CS/ Tech Support.

If your new product is faulty, and you are given another new replacement, it's only fair that they provide a new warranty with the new product. Legally, unreasonable clauses in any contract are over-ridden by the law of the country concerned, like the Private Parking Companies charging £100 to supermarket customers who over-stay the 2hr or 1.5hr parking time-limit. It is not reasonable that they should charge £100 to customers of a free customer car-park, because they can only charge for what monies they have lost by someone over-staying. By the same token, It is not reasonable to curtail a brand new product's warranty because the product it replaced was faulty and it took the company more than 3 months to address the situation.

I know Apple CS / Support aren't on here, and didn't say they were. Obviously there are moderators.

angel_153 wrote:

I know Apple CS / Support aren't on here, and didn't say they were. Obviously there are moderators.

The point is that all the Hosts do is moderate. They don't take complaints or feedback. So, posting here doesn't tell Apple very much. If you want Apple to be aware of a problem, you contact Customer Service.

If you purchased the product from Apple you have 14 days to have it replaced (or return it) for a new one. Past that date the warranty clearly states that they will give you a service replacement unit, which may be new or may be refurbished (even the store employees do not know). You receive either the remainder of your warranty on the phone or 90 days, whichever is longer.

Apple has a proper Customer Service department.

If you want a device where they will give you a brand new retail product if replacing it under warranty, even if it is the last day of the warranty, you need to read the warranty prior to buying the product to see if this is in the warranty. It is clearly not in Apple's warranty so you need to buy a different product in the future.

Dear Idris,

Which part of "I know Apple CS / Support aren't on here and didn't say they were" was unclear?

Of COURSE you have to contact Support if you have a problem with one of their products and need help and advice. I understand that some people who post here seem to be under the impression that Apple will pick up on their complaint, but I'm not one of them!

angel_153 wrote:

Dear Idris,

Which part of "I know Apple CS / Support aren't on here and didn't say they were" was unclear?

Then why did you bring it up in the first place? Did you just want to split hairs when you claimed someone was being rude:

The very rude poster who said Apple aren't here so won't see your post - not strictly speaking true. They do monitor posts, because one I put up before about a UK CS dept got immediately deleted and Apple emailed me to tell me they'd deleted it - no-one gets to speak ill of the mighty Apple, apparently!

What was the point in that?

To show that, in whatever form, there is a presence that at least communicates directly with Apple. As you have said, they are moderators.

That was all.

And my comment about knowing Apple CS/ Support aren't on here was in response to another poster's comment, not yours, which I replied to directly.

Im having serious problems with a new 2016 mac book peo ive been a Mac supporter for 16 years And my business runs on it . In Bakersfield California the Mac store treats me and my business account like my lively hood doesn't matter they were so UN helpful and a big problem is the techs and manager at this Mac store dont know their products or software ..... My Mac is damaged under warranty and less then a year old and they sent me away with out a computer and not even seeing tge obvious that it was a hardware problem and as I work in film cant depend on a computer like that especially under a year old .... This kind of customer care is not what apple was meant to be

I have had on going problems with my IPhone 6 Plus for some time now. But what seems to be more of a problem is the conduct of the Apple care team. Being told you will get call backs and you don’t. Being made to go over the same fault proses again and again. And this is mustly from the so called senior advisors. I have little to no trust in Apple care nor it’s products. I have now pushed back planes to buy the new iPhone 10 as well as the new iMac and I’am currently looking for alternative for both products. As Apple seem to be a distant memory of what once was a great brand.

Pablo7777 wrote:

I have now pushed back planes to buy the new iPhone 10 as well as the new iMac and I’am currently looking for alternative for both products.

Ok. You should always chose the tool that best meets your needs. Good luck.

Hi,

I'd be happy share their details, they were useless for me, lets hope they aren't for everyone else.

I was in the Apple store complaining about an issue, the adviser used the stores landline to call the escalated complaints line and I wrote it down. Be warned, this is an Irish number and you will be charged at an international rate. I imagine that they are based in Ireland for tax reasons (because they don't make enough money as it is)

***

The trick here is to go to an Apple store and ask if you can use their landline to call customer service and then they will have to pay.

You will reach a senior adviser who will have more power to resolve your issue.

***

<Edited by Host>

I bought the Iphone a year ago, since I bought it changed 3 times by defects in the device, every time I have to go to the apple are at least 2 hours waiting and I am always poorly served

Today when I arrived at the sandpaper they told me that it would take 1 hour, when the deadline passed he said it would take 4 hours and that there was nothing

Kennymcmullan67 wrote:

I tried complaining about the service using this site and they removed my post only minutes after posting it.

That is not surprising as this is a technical support forum, not a place to leave complaints.

But, good luck on your carrier as a composer.