Do Apple have a complaints department in the UK?

I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

Your iPhone is being returned as it has been deemed to have been damaged by the user?

I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

Your iPhone is being returned as it has been deemed to have been damaged by the user?

I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

Your iPhone is being returned as it has been deemed to have been damaged by the user?

I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

I have had my iPhone for 6 months. I have always looked after my phone it has a special leather case and has aways been carefully used. Recently it has started to overheat when being put on charge, it would only last about 1 hour after a charge. Finally one day it got so hot the it broke the back glass case. I am told by an apple service engineer on the phone that this can happen with a faulty battery I am told to pack it up and return it to an apple service repair centre.

All this was done the special postage pack came and the phone was sent to apple. Then without warning or any communication I get this back from your service centre and there is no telephone number or return email to talk about this case.

Your iPhone is being returned as it has been deemed to have been damaged by the user?

I have never been so insulted in my life one apple service operator says it a common fault and we will fix it or send you a replacement and then next I get a rude email with no reply details stating its my fault.

I will not purchase any more apple products and I will blog and inform as many as I can about your dreadful service.

For a company who produces communication equipment Apple do NOT have a customer complaints department, any email contacts not even a customer service department that you can email I do wonder why maybe they don't want us to complain and keep us away from opening people's eyes to the truth that there product is not as good as they hype it up to be and all they really want is our hard earned cash !

They have no complaint department. I am very ANGRY and SAD. I sent following message to them:

Dear Sir/Madam,

Thanks for making backup process of iPhone very complicated than any other standard equipments backup process. I backed up my iPhone before I sent it to repair. After restore, it didn't restore apps and its data. It didn't give me warning that apps and its data will not backup. Moreover, after further reading on Internet, I found out that you have to sync and you can't sync new apps from iPhone to iTunes.

I am VERY ANGRY AND UPSET. By the way, it is not an enhancement request. I have no hope from you.

Thanks.

Manish Gupta

Address...

"I want a complaints department that respond to concerns, perhaps not personally on each occasion"

And that can be accomplished through the feedback URL. Too, several poster's have commented that they had a complaint, and responded to, if a letter was sent to TC.

As for an actual failure and repair: every incident is recorded, and placed in an internal Apple database. Every responsible Apple engineer has real time access to the problems that are reported, the module that was repaired and, as appropriate the device that failed. Accordingly, corrective actions and revised test procedures are then developed, and implemented.

Meg St._Clair wrote:

The best and most effective way to complain remains a letter, on paper, with a stamp.

While the type of complaint department you envison sounds great, it doesn't exist now an probably never will. Therefore, the logical thing to do is to use the avenues currently offered. Or, you can complain here. You can belittle hard working people because they don't fit your stereotype of what a smart person looks like. Of course, neither of those will accompish very much. But, suit yourself.

So for one of the largest technology companies out there, the best form of contacting them to raise an issue is by sending them snail mail?

And, awww bunnykins I didn't mean to upset you but I'm not belittling anyone hard-working or not, the Genius Bar is not for complaints, it's for techie assistance and repairs, I was a spotty techie repair kid for a couple of years myself - if someone came to me with a complaint I wouldn't do a great deal with it because my job is not to filter complaints through to the intended department. I'd give out the phone number and contact for the complaints department though.

Are you charged by the call on your phone?

As I said to the other person, use the feedback link if all you want to do is complain. Or buy from another company that does offer email complaints. Hope that they actually read them.

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!

Actually, when it comes to the very act you just cited, and similar acts in other countries, saying "We fixed it" does indeed exactly cut it. That is what most consumer such acts require, that the retailer or manufacturer make right any defects in parts or arising from manufacturing deficiencies in a timely manner and at their cost. If they've done that, then they have met theit obligations under consumer law, and they are not at all bound or required to listen to anyone's complaints nor provide any means for processing complaints. That is all effectively covered already by their customer or technical service departments and procedures.

I don't think it should have been merely a legal issue on this one based on Apple's intended brand reputation. It's simply against their own strategy.

I've been using Apple products for so many years but I'm now considering to change to Huawei. I seriously don't think it's worth it to pay so much for the Apple's when they don't even want to listen to customer complaints!!

kptphoto wrote:
By the way. To Apple. Why the asterixes in my response. I didn't use foul language.