Do Apple have a complaints department in the UK?

@Gemski81 as @dekkeruk mentioned, have you checked the terms of your home and contents insurance to see if your iPad would be covered for acidental damage. If it is there will probably be an excess to pay, and any claim will no doubt have an impact on your next years premium, but combind that may be less than the £300 quoted by the Apple Store for a repair.

Whatever happens I hope you manage to get something sorted soon.

Cheers

AF

Sadly, having had Apple lose all my data in the MobileMe/iCloud debacle. I can assure you their store staff are no better.

It's a sad reflection that a monlith like Apple has decided to treat its customers with such blatant disregard. But with so many people buying their products with no discernment whatsoever, they can clearly do what they like.

I can assure you that Sharp (IQ held for 20 years), Psion (held for 17 years) and Palm (Vs held for 15 years) make Apple products (my orignial iPhone was completely obsolete after 2 years) look as dispoable as a one use camera.

My old Mac products were brilliant. But the current OS's don't run on them and neither do Apple Support them in anyway.

I've got through 4 hard drive failures in the past 12 months and 1 motherboard crash.

I can still get parts and software for my 2 decade old products from the suppliers.

It's unlikely Apple will care about the backlash in Britain as it still has the rest of the world to feed off. Maybe we should have a word with the boys at sillicone rounndabout and do our own thing with great service to boot.

And I'm a business customer who has spent more than £20,000 with Apple over the past 5 years.

Just wanted to leave an update on my situation. The second time I sent the email to the general email address I got a personalized reply from an Apple employee who very promptly and professionally solved my issue. Couldn't be happier with how they dealt with me this second time!

So, even if you can't find a Complaints department, do try the general contacts.

PS: maybe there's no Complaints Department because Apple wants us to "think different"? 😝

I also can't find a complaint channel of apple! I do believe that great products must come along with great service for long term growth... but it seems apple is too confident on customers addict with their innovation.

i declided to send an email to their contact point.. about the apple care agreement which is so difficult to register and too many documents requsted with non-reasonable reasons.....

so i don't know whether i will get the reply... as apple mentions so clear at contact page.. that they read every messages but just CAN'T reply to all. That made me think.. a voice of customer does matter to them.

Hope that.. apple will hear us!

Since when have apple employed nazi's for supervisor's? Yes Laura I'm speaking about you!!!

Just got off the phone with them after my son had cut his finger on the cracked screen of his iphone 4. The 1st thing the lovely Laura told me that it wasnt apple responsibilitie what so ever. I pointed out that they made their products out of glass so in a kind of way it was partly their fault. This is the point she went all Hitler esqe on me.

I though apple prided themselves in the level of customer service they provided. Sadly this doesnt seem to be the case. Steve Jobs would be turning in his grave if he knew what was going on.

I am a big one of the apple customer,3 months ago I was order 2 ipone5s online,because during that time Apple do not have iPhone 5 in stock at retail store. After one month I got them email says I will get my phone on Dec. 4' but when I went to UPS store to pick up my iPhone,they told me my 2 iPhone5s already sent back to apple factory which is in China.After that I called Apple and they said will return my money into my account. So I went to Apple store which is at Vancouver(metro town) got 2 iPhone5s,then I just waiting for my money back...now is already 2013,and it is past 3 months,during 3 monthes I called Apple customer service 1-800-my-apple more than 10 times,every time servicers even their manager just let me wait 5 days,and another 5 days,even when they tell me will give me the answer within 24hrs,and I leave my cellphone number to them.but they never call me back. No wonder,because it is already 3 months i do not have any expecting. And I do not understand what the customer service department doing!!!!! Now,I am still waiting for my money back. And I do not know how long I still need to wait,and I just called 1-800-MY-APPLE,same answer "wait".

The end of December we have purchased both an Iphone and a MacBook in the Netherlands. We have chosen for Apple instead of for example Dell, because of the reliability and quality of Apple's products. According to Apple's sales reps the products always work, no viruses and problems compared to other lower priced brands. Obviously we were not lucky since both the Iphone and the MacBook did not work well from the start. The Iphone's connection to wireless networks did not work well, so we contacted the help desk. After several phone calls and resets we sent back the product and it turned out that the antenna did not work well and therefore the Iphone was replaced.

The siuation with the MacBook is worse despite several attempts from our side. The problem of the MacBook is that when starting up that regularly the system is locked, the screen remains grey or blue and so the MacBook does not start up. When we try it a few times after the 2nd or 3rd attempt the computer finally starts up. In January we went back to the Icentre in Tilburg the Netherlands (where we purchased the MacBook) and explained the problem. The sales staff explained that we first need to solve the problem ourselves because when it is a software problem Apple will not pay for shipping etc. So we first try to fix it ourselves, after this did not work we went back to the store and they reinstalled the MacBook for us. Unfortunately this did not help because the problem remained the same. So we called the customer support centre and explained the problem again. They advised us again to re-install the computer and we implemented the recommended steps to do this. Also this did not work, so we called back again. We were advised to reset the entire system, make back ups etc and implemented the different steps advised to us. Also this did not help.... Another 2-3 calls were made and still no solution.

We feel that this type of service is not in line with our perception of Apple ... (or any brand actually!) Almost 3 months down the road we still have a computer that does not work properly and we need the computer for our small business here. During the past months we missed deadlines with our customers (we run a small translation agency)

The attitude of the particular sr. Advisor (case number 41903990) we do not experience as very customer friendly. After the 5-6 phone calls (average 30/40 minutes each) he still wants us to check the different technical possibilities. I can understand that we as a customer have the responsibility to at least investigate if the problem is on our side, however after the 6th attempt I believen another solution would be appreciated from Apple. We only use the MacBook for routine jobs and we only installed software which we purchased at Apple, nothing else. We feel that we are not taken seriously and we do not know what to do anymore. Tomorrow we will call again and hope that we finally can send the MacBook in for repair or replacemet. However seperate from this I believe that we should be compensated for the frustrating and costly process described above. We are looking forward to your reply.

I have a complaint to make about the apple store in the trafford centre, I went in with my phone and charger and reported a fault, the guy in the store plugged my phone into another charger in the store and admitted there was a fault but it was my phone not the charger. I asked what he was going to do about it and he said you have to book an appointment, I said can I not speak to anybody now he said no all geniuses are busy, even though there were 5 geniuses at the bar and no customers. I mentioned this and he just said nobody can see you until next week. I am disgusted with the lack of attention the guy showed towards my problem and how the minute I stepped in the shop he was just trying to get rid of me, I work in the mobile industry and if I admit a fault with a phone I have to act on it and help the customer. I must say I am happy with apple but seriously think the trafford centre store lets you down they are not up to the standards I am used to as a apple customer

Very unhappy with customer service and tech support after going to genius bar several times they dont really belive in customer service..

I purchase a Iphone 4 and also purchase a 2 year warranty apple care. in the period of the 2 year i had to take the phone several times for different issues (8 times.) the last time i took the iphone was in February of this year and you guys (apple) gave me a "new phone." it is the end of June and this phone started to act up on me again. it reset on its own and i could not reboot it from iTunes. i took it to a apple store so they could take a look at it they try to do a master reset. i have my phone in a life proof case which means it was never expose to water or the elements. they check the phone and the technician told me it was like new. while going through the restore process it gets stuck on verifying firmware and then it gave us the error -1 the phone is not even 5 months old so i ask the guy is not something i cause and it was a hardware software problem due to my 90 days warranty they provided was expired they want to charge me $140+ dollars to fix it. i need someone to help me resolve this problem because i am a loyal apple customer i have 8th lines all with iphones i run my office paperless with ipads and i believe you guys should take care of this problem so far i got nothing but bad things to say about apple products "iphones" and customer service needs a lot of work. please contact me and let me know what apple is going to do for me as a loyal customer or would i be force to switch to androy phones. This is what i try to send them and it gave me errors everytime i am tired of trying and wasting my time with a company that does not care.

Hi all

I have an i phone 4s on a two year contract with Tesco mobile. 18 months in it has developed a problem with Wifi. The Wifi on off switch is grayed out so I can't switch Wifi on. The Genius desk at the Trafford Centre, Manchester have confirmed it is a hardware fault, however, as the phone is out of it's 12 month Apple warrantee they won't repair or replace. Tesco mobile won't help either as they only supplied the equipment with the 12 month warrantee which Apple offer on all it's products.

In terms of customer service everyone at both Apple and Tesco have been very pleasant and understanding but the cold fact is I have committed myself to a two year contract with the sevice provider based on equipment which only has a 12 month warranty. This is my first Apple product so my limited experience suggests when the contract is up I should change to a more reliable product, or one with a better warranty. Galaxy offer two years for example, which fit's much better with a two year servioce provider contract.

My problem - for the 18 months it has worked I have loved the i phone!! Can anyone with more experience than me of these devices offer an opinion which might sway me one way or the other in 6 months time?

Thanks in anticipation your advice.

This is truly awful, how can Apple not have a complaints department!! So annoyed that we the customers are being treated in this way after spending our hard earned cash on Apple products that simply are not up to standard, my ipod has died just have a year and half!! 😟

If your iPod is dead, why complain on an iPhone forum populated entirely by users?

Apple have people who give support to customers. Much more productive than paying people just to listen to complaints from customers.

There is a very good reason to complain on a public forum and everybody should do it. It's very important for people considering making a purchase from Apple to know how badly Apple treat their customers. It seems they just want to take people's money and then fob them off if they have a genuine complaint about a faulty product.

They are a victim of their own success. There are a lot of chancers out there who probably deliberately damage their product and then expect Apple to replace it free of charge so they have had to take a far more strict stance. Unfortunately good loyal customers with genuine issues are getting caught out and treated like they are trying to somehow trick Apple.

We Love Apple wrote:

There is a very good reason to complain on a public forum and everybody should do it. It's very important for people considering making a purchase from Apple to know how badly Apple treat their customers. It seems they just want to take people's money and then fob them off if they have a genuine complaint about a faulty product.

I generally assume that people who complain on public forums rather than spending their energy actually working with a company to resolve the issue are only telling half of the story (leaving out important issues such as user damage, losing their temper with employees, refusal to accept reasonable solutions, etc). I tend to leave such posts out of my calculations.

Sure complaining on a public forum should be a last resort. The problem is that Apple does not make it easy to work with them to find a solution hence the OP and the discussion that follows, and they alienate many customers who try.

I have used Apple products for over 10 years and today I had the worst customer experience in my life when I went to the Apple store.

My MacBook power cable stopped working and I could not charge a laptop I paid £2,500 for last year. I was told to buy a new one for £50 as my warrantee was out and that I don't have any consumer rights as I purchased the laptop in the US (from an official Apple store). When I asked if they thought its acceptable to buy a £50 replacement cable every 12 months just so I can continue to use the laptop, the Genius technician told me the cable had burnt out and therefore some material must have got into the connector and therefore it's not the manufacturers fault. I only use the cable for charging and don't even really take the MacBook out of my house so if it burns out that easily then to me it's a design flaw. In any case I paid as I rely on the MacBook for work. When I complained about my disappointment I was told they have other customers to see. After paying and signing a service agreement I was given half a MagSafe charger. When I realised this I asked how much a whole one is (£65) and if I can change it. I was told its too late as I signed the service agreement and cannot return it. I asked about the warrantee and was told it's 90 days as they provided a repair service!!!!! They sold me half a brand new cable at almost the same price as a whole one. They didn't repair a thing. They also did not advise me on the best solution or give me a choice and then refused to budge when I asked to change to the full cable product. UK consumer law states a product must be as described and function for a reasonable amount of time. You have a statutory right to get a full refund on a faulty product up to 6 months. The burden is on the retailer to prove the item was NOT faulty. After 6 months the burden is on the consumer to prove the fault and you can even request a refund up to 6 years post purchase. Selling new products at full price as a 'service' and giving a 90 day warrantee is a real breach of statutory consumer rights in my opinion. It seems Apple think its ok to fork out £50 every 90 days for a new power cable for one of the world's most expensive laptops.

I think it's important to let other people know not to pay for products under the guise of 'replacement' when they can just buy a new one for the same money and be covered under a propper warrantee.

People can make up their own mind about a company. For me Apple makes great products, but treats their customers like dirt.