Do Apple have a complaints department in the UK?

Feel your pain. Here is my story of disappointing Apple customer service...

I am telling my whole story for a fourth time; I've already explained it to three Apple employees. In a nut shell, I am very disappointed and frustrated with Apple's lack of flexibility.

My iPhone 4S has a few problems including failed speakers, failed volume buttons, failing battery (goes low way too quickly). I tried to get service at a local Apple store three weeks ago but no appointments (10 minute appointments--inadequate) were available for over 4 hours. Returned yesterday to find out that I am 7 days past my AppleCare warranty. Store staff, including manager, could/would not be flexible & honour my warranty. I called apple care, as directed by the store, only to tell my entire story again, twice, for nothing. Basically was given a carefully-worded but still condescending answer along the lines of, '7 days past warranty is still past warranty and I had two years of warranty to deal with any issues'.

Not so much as a discount was offered. In my opinion, as a business owner, the phone should be replaced due to both the barely expired warranty as well as the potential of losing a customer who will bring much future revenue Apple's way...or not.

I have two iPhones, one iPad, an iCloud account, an iTunes account & a growing business to which I was planning to add apple devices and services . As a result of this poor service experience, I have begun my research of other products and cloud services. Samsung, Blackberry or Microsoft is going to benefit from my poor experience with Apple/AppleCare.

Disappointed to say the least.

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!!!

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?

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.

I am an avid fan of apple since the first iPhone came on the market, every computer tablet has been apple and I'm pleased to say that even this complaint is being done an iPad mini. I'm one of the ones that buys the new items as soon as they come out, from the iPad Pro to the Apple Pencil. The point to this complaint is that I am desperate to change iPhone 6s+ to the new iPhone 7+ but it has been an absolute nightmare to get one from not only apple Covent grdn,Kingston,Glasgow,belfast when I have traveled for work I tried all of these stores even to the point of when changing 2 of the work phones from O2 I have been waiting since September 20th. I my self wanted to change my phone contraft to Vodaphone 4 weeks ago and have been in the Vodaphone store every week since and still waitin. I am so upset and dissapointed that i cant get one. What is going on!!!! ?? Can some one tell me why one of the richest companies in the world is holding back on orders. Please if any one from apple is reading this please reply. Many thanks.

I am a avid user of apple products but in the last year I have found apple products are making my life more difficult. I have completed to apple its fell on deaf ears so now I have decided that apple can stick it's operating system and product up its ***.cut a long story short connectivity is my issue I hope that someone at apple reads this.I AM now going to replace every thing apple with a android sy

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.

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.