iMac 27", Mac OS X (10.6.4)
OK, heated discussion aside I have just posted this in another thread regarding logging a formal complaint in the UK. Here are the steps I took and would recommend...
Please bear in mind the feedback option recommended by some does not guarantee a response - as is stated on the actual feedback option
Phone 0844 209 0611
You will go through a few phone prompts and then be put through to a person in Apple Care
He/She will ask you to confirm the serial number and tell you if the product is within warranty
He/She will ask how they can help
Describe to them the outline of your issue and finish by telling the person you wish to raise a formal complaint
He/She will advise you that you are going to be transferred to Customer Services
I was on hold for a couple of minutes but the person transferring me joined my call again to advise that the wait would be a couple of minutes more (someone keeping you up to date - nice touch)
When the Customer Services person was ready to take the call the original person conferenced in the person and introduced us both before leaving us to it
You are now through to someone who can process, evaluate and repond to your complaint
The response may or may not be that day, tomorrow etc etc but the person will advise you of the timeline, your case ID and their contact details
You have now logged your complaint and it is being addressed by someone with the authority to respond and if necessary authorise any further action (contribute to repairs etc)
I have tested this personally and it works. Total time spent on the phone? Around ten minutes. I am of course now awaiting Apple's verdict 🙂
Cheers,
Andy
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.
Have a look at this may have relevance with the seller ie Tesco
OK, an actual answer to the original question should anyone need to know... (I have a similar issue with my iPhone, which I haven't managed to resolve after calling and visiting my nearest Apple store twice).
After much digging around, the closest thing I found is an email address to contact Apple regarding the Apple Online Store: contactus.uk@euro.apple.com
In an automated response, they finally provided a physical address for their customer support department:
Apple Customer Support,
Hollyhill Industrial Estate,
Hollyhill,
Cork,
Republic of Ireland
Did you write this symphony yourself? Call AppleCare and ask to be transferred to Customer Service.
You think I actually read that long rant that you wrote?
OK, I'll put it another way:
Apple prefers not to use email and instead provides telephone numbers and personnel to handle complaints. You can call AppleCare and ask to be transferred to Customer Service.
Thanks for sharing with us other users but you will not get any response from Apple here
try using "Contact Us " at bottom of page on right
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
I cannot believe the arrogance of some of the fanboys here.
I'm afraid Apple's extended care is rubbish. My friend has a Dell warranty and when his computer went wrong an engineer came round to his house and mended it on the spot at a time of his choosing. No waiting on phone lines for hours, travelling fifty miles to see a 'genius' or even sending the computer away. Unfortunately the computers are rubbish.
I rang Apple UK and have the address to which UK residents should complaints. It is:
Apple Computers
Complaints
Holyhill Industrial Estate
Holyhill
Cork
REP OF IRELAND.
I know that this is an old thread but I am putting this address up in case people are Googling for it and get directed here.
Complaints procedure.. Not a department dedicated to complaints, but a clear and defined line of how to deal with a complaint within an ombudsman structure. Under the Sales of Goods Act and other variations, companies have to be responsible for any faults within the suggested time constraints of the law.
Just saying, "Well we fixed it" does quite cut it...
Not in the UK. There is a regional office in Cork, Ireland.
Where this link actually leads you, I don't know; I suspect Ireland.
Do Apple have a complaints department in the UK?
