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Do Apple have a complaints department in the UK?

97151 Views 141 Replies Latest reply: Feb 22, 2014 4:25 AM by Iyinka RSS Branched to a new discussion.
  • Meg St._Clair Level 8 Level 8 (37,465 points)
    Currently Being Moderated
    Oct 23, 2013 5:48 AM (in response to magicturkey)

    magicturkey wrote:

     

    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?

    Yes.

     

    And that would be "Ma'am" to you.

  • magicturkey Calculating status...

    Meg St._Clair wrote:

     

    And that would be "Ma'am" to you.

     

    Thank you for your guidance, Ma'am!

  • Donnyyy Level 1 Level 1 (0 points)
    Currently Being Moderated
    Oct 30, 2013 12:30 AM (in response to kptphoto)

    All companies have a tiered, for want of a better word, process for complaints that eventually leads you upwards if your not happy with results. Basically I have exhausted all efforts (visited the Genius Bar but with no joy, assistant could not get my wifi to work and I was told only option is to fork out £150 because of ios7 fault). I have been seeking answers from apple support communities and had my posts removed because I dare to suggest and ask questions that apple seem uncomfortable with. Is there a last resort that it can try? I am open to suggestions.

  • Donnyyy Level 1 Level 1 (0 points)
    Currently Being Moderated
    Oct 30, 2013 12:41 AM (in response to magicturkey)

    I love iphone as many customers do. Been a fan for the past 3 years. But it's clear from reading various comments on these forums that apple genuinely don't care about its customers who have a valid complaint. And that is a valid point I am making. It appears it all comes down to dollars and cents. They are so arrogant dare I say that they will not supply us with a proper complaints department whereby feedback is given to each personal experience.

    This I have only found out in the last month or so after I trustingly downloaded ios7.

    The profit to be made far out weighs customer dissatisfaction.

    I am glad they introduce ios7. I never would have known what an arrogant company apple are.

  • rchdly Calculating status...
    Currently Being Moderated
    Nov 14, 2013 3:57 AM (in response to kptphoto)

    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

  • The Yorkshireman Calculating status...
    Currently Being Moderated
    Nov 28, 2013 8:55 AM (in response to kptphoto)

    I have recently converted to iPhone after using Samsung for the past 10 years. I purchased an IPhone 5s 64gb and received it in the post about six weeks ago. 6 days ago it turned itself off during the night and then came back on for half a day but has since been unusable failing to boot up, screen changing colours.

     

    I contacted apple care and was unable to book an appointment at the Genius Bar due to lack of available appointments. I went into my local apple store yesterday and they managed to book me a slot in a weeks time.

     

    In the past 12 months or so I have purchased 3 iPads 2 iPod touch devices and now my iPhone. I am also planning to buy further Apple products as Christmas presents tomorrow including a new iPhone for my wife to replace her old one. Apple have had plenty of money off me as a loyal customer.

     

    By the time I go to my appointment I will have been without my phone for over 10 days. I feel very let down by Apple and their customer service. It is a very expensive item to lying around not working plus the inconvenience it has caused.

    I would like Apple to know how angry I am at how I have been treated.

  • Meg St._Clair Level 8 Level 8 (37,465 points)

    The Yorkshireman wrote:

     

    I would like Apple to know how angry I am at how I have been treated.

    Then you should tell them. This is a user-to-user forum technical support forum. And, while we may sympathizewith your plight, we can't do anything about it.

     

    See the contact information provided earlier in this thread or use the Contact Us link at the bottom right of every page in the forum.

  • The Yorkshireman Level 1 Level 1 (0 points)

    I apologies for my rant on this discussion board as it was not the appropriate place to do it. I did try and remove my comments but don't know how too.

     

    I shall take your advice and try the links above.

     

    Thank you for your reply

     

    The Yorkshireman

  • Meg St._Clair Level 8 Level 8 (37,465 points)

    The Yorkshireman wrote:

     

    I apologies for my rant on this discussion board as it was not the appropriate place to do it. I did try and remove my comments but don't know how too.

    We all have our moments. You only have 15 minutes to edit. I hope you get your issues resolved.

  • Peter Gillespie Level 6 Level 6 (10,755 points)

    These forums are tightly moderated

  • Rock and Roll Refugee Calculating status...

    One can only wonder why

  • alecnewton Calculating status...
    Currently Being Moderated
    Dec 15, 2013 8:12 AM (in response to kptphoto)

    im in morocco i had my phone stolen and emailed apple but they will not reply what can i do ?

  • tonefox Level 5 Level 5 (7,690 points)
    Currently Being Moderated
    Dec 15, 2013 9:18 AM (in response to alecnewton)

    You are replying to a totally disconnected question. You should start your own thread, not park your question on a random thread.

     

    If your iPhone is stolen, what do you expect Apple to do for you?  Tell your carrier, the police, and your insurance company if you have one. Change any compromised passwords. Apple cannot do anything for you.

  • Shazam79 Calculating status...

    The Yorkshireman, I feel your apology is unnecessary. A discussion board is exactly the place to air your views rant or otherwise. The beauty of this world is the freedom to express yourself, as long as you conduct yourself in a polite manner then why would someone have issue? If you feel the need to vent then do so, so Apple won't respond as this is for users...and? You as well as the other posters who have had problems with Apple are highlighting problems that other users such as myself can see and we use this to form decisions about whether we should keep going with Apple or try our fortunes elsewhere. Don't ever let people make you feel that your opinions are less valid than your own or not important.

     

    I've read through this whole thread with some disgust, the treatment being dished out just because people want an easy way to make a complaint to Apple is ridiculous.

     

    I came on to this site also looking for a way to complain, more about the level of service than anything else although I have an issue with a faulty USB cable for an Iphone 5. It basically started stopping to charge and then start again intermittently gradually getting worse, I noticed that the lead next to lightning connector was a little crumpled. It got worse then died. My charger is plugged in the same position next to my bed and has never left the house, so has only been used in a regular way. My first reaction was oh I'll buy another. So I downloaded the Apple store App and saw they were a pretty £15 but then noticed the reviews 1 and a half stars with 258 reviews I though "wow thats shocking". I looked and saw that every review reported the same issue as mine. To me that shouts a design flaw.

     

    So I call Apple at my expense, get told that my phone is in warranty and they can supply a new lead, either through a visit to a store or they'll send one out. "Great" I thought easy I'll visit the store I can go after work tomorrow and I'll be back in business...BUT THEN...POW....I need an appointment...next appointment 5 days away and at a time when I cant get there because I like normal people work. Plus 33% battery left, I cant be without my phone for 5 days. So OK I thought they can post me one out, POW 5 days same problem, with the added hassle of having to give my card details to reserve the £15 in case I dont send my faulty cable back?? Having heard numerous stories of Apple techies telling people that damage was caused by themselves and refused to do anything I wasn't comfortable with this. So I thought I'd have to bite the bullet and just buy a new one, knowing that Apple wont refund me (nice huh). Still I thought I'd get the free cable too, I'll arrange a visit to the store next month when I have business in the city...POW... you can't book more than 6 days in advance!!

     

    Crumbs apple what can you do!!??

     

    Apple have made it very hard for me to rectify what should really be an easy problem to sort, it's a cheap bit of kit, send me one free of charge. Done. They will have a record of it and can avoid customers abusing a goodwill gesture.

     

    Here's the point that a lot of Fanboys here are missing, customer service philisophy is designed for the best interest of the customer as the best interest of the customer is what's best for the business. No customers no business! Apple have a bad habit of being self serving, they take their own side over the customers and thats bad customer service. I realise many customers are idiots and complain for no other reason but for complaining, but hey thats retail, deal with it. I do on a daily basis.

     

    People want a complaints department, it's common practice to have one and one that you can email. Every company I have dealt with I can email or email a complaint to and have had a response within 48 hours, from tiny to large!!

     

    Phone them? Why should I? Thats not what I want to do, I don't want to call them, I dont want to pay for a call, I'm not comfortable talking to people? Pick a reason theyre all valid for the individual.

     

    Visit an Apple store? Why should I? My life is to busy to schedule it in, It's too far to travel, I'm not comfortable talking face to face. Again pick a reason they're all valid for the individual.

     

    Snail Mail? How will I know it even gets to them? Pay for recorded delivery? Pay for a stamp? Why should I? Valid reasons for the individual.

     

    It is not the responsibility of a customer to have to chase a company when things go wrong, companies should do the hard work for you and aim to satisfy the customer within reason.

     

    Apple do not have an email complaints department...they should have and thats the final word, there's no argument that anyone can provide that counters that. Why don't they have one? One can only assume that they do not have the time or even care for the little people. The people that built their empire into what it is. Yes it is arrogance.

     

    Apple make excellent products on the whole, but if something goes wrong with the product you have, then my friends the fun will start, you run the risk of becoming the victim, is it a risk you want to take? Ask yourself that before you buy future products. I was going to buy an Ipad Air, now I'm not so sure   and why? Over a trifling matter of a faulty cable....

  • Chris CA Level 9 Level 9 (73,390 points)
    Currently Being Moderated
    Jan 17, 2014 11:35 AM (in response to Shazam79)

    Shazam79 wrote:

     

    The Yorkshireman, I feel your apology is unnecessary. A discussion board is exactly the place to air your views rant or otherwise

    Except for this technical support forum...

    It isn't for rants (specifically mentioned in ToS).

    https://discussions.apple.com/static/apple/tutorial/tou.html

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