Previous 1 2 3 4 Next 147 Replies Latest reply: Sep 22, 2014 5:28 AM by Chris CA Go to original post Branched to a new discussion.
  • Tamara Level 6 Level 6 (13,730 points)
    If you complain to Samsung, do they run out and offer you a new TV? If you complain to Mercedes, do they offer you a new car?

    There will always be unlucky people who get a lemon, no matter how good the product.
  • kptphoto Level 1 Level 1 (0 points)
    Tamara, you appear to be missing the point.

    I had a problem with my last car. I was able to speak to a human being (not a recorded message) who solved my problem. They didn't fob me off or redirect me to another department. They dealt with it easily and quickly and provided alternative transport while it was fixed. (I have not been provided with another mobile phone whilst mine is fixed, .... hopefully fixed this time).

    This was the level of service provided by the biggest car manufacturer in the world, so you can easily find out who it was. So, whilst I did not get a new Mercedes, there was someone who could solve the problem for me and I was provided with a replacement whilst mine was fixed. That left me feeling a valued and happy customer. Needless to say I will return next time my car needs replacing.

    It is this apparent lack of someone who can solve your problem for you that had lead to my frustrations with my iPhone together with the lack of a provision of a replacement whilst it is away being "fixed"

    Apple NEED to appreciate that the small, insignificant little individual customer is important.

    Your choice of Mercedes is very appropriate. I believe their sales went down when they became over confident of customer loyalty and let standards slip.
  • Tamara Level 6 Level 6 (13,730 points)
    If you make an appointment at the Genius Bar or call the phone number I provided in a previous post, you get to talk to a REAL LIVE PERSON so which point am I missing? Complaining on these forums is not going to get you customer service since everyone here is just a user. To reiterate, if YOU have an issue, YOU need to either call the phone number and wait on hold like everyone else or YOU need to make an appointment at the Genius Bar.

    Apple bends over backwards for the customer. People had cry baby fits about an insignificant antenna problem that affected less than .5% of all iPhone4s and Apple did the free case program. Apple also waived the restocking fee if people decided to return their phone.
  • kptphoto Level 1 Level 1 (0 points)
    This is the last post I will make on this discussion.

    I don't wish to make this personal but, Tamara, I do believe you are missing the point.

    It appears you believe Apple is not capable of getting anything wrong.

    I did not complain about the antenna nonsense. In fact, I purchased my iP4 AFTER that came to notice because, like you, I suspected it was a lot of fuss about nothing. I also have no intention at this time of demanding a refund for my phone. I realise the odd faulty product will slip through.

    I love Apple products and have converted several relatives and friends to the benefits of Apple products. I am not a whinger who complains about everything just for the sake of it.

    However, to buy an iP4 which proves faulty, only for it to be replaced with another iP4 which is faulty, for there not to be a substitute to be used whilst either are away to be "repaired" and for there not to be an easy way to inform Apple of these facts without spending ages on the phone listening to a machine is not acceptable if Apple wants the small person like me to feel their custom is valued.

    If the largest car manufacturer in the world can provide an easy way to solve genuine complaints, why can't Apple?

    It is a simple truth to state that if I treated any of my customers in this way, they would vote with their feet.

    As I own so many Apple products it is in my interest for them to continue to be successful. However Apple need to set up an easy way for people with genuine complaints to get them resolved without spending hours trawling through their website and forums looking for contact details or listening to a machine.

    My original question was, is there a complaints department in the UK. I guess not. I believe Apple need to address this issue urgently if they wish to continue to grow.
  • varjak paw Level 10 Level 10 (169,810 points)
    Did you not see my post above where I gave you the information you requested?
  • kptphoto Level 1 Level 1 (0 points)
    Owned it longer than 90 days....only get support for that length of time......still no complaints dept details !!!
  • kptphoto Level 1 Level 1 (0 points)
    also does not actually answer my query,is not open outside of office hours.......etc.....simple question,do not post a reply unless you have a valid answer.....is there a U.K. complaints dept......don't want answer machines etc......bizarrely would like to write a formal complaint to a real person who knows what they are talking about and get an answer back.....too much to ask for in this modern 52nd state society...or however many their happens to be in the USA plus 1......us..... UK !
  • Tamara Level 6 Level 6 (13,730 points)
    If you want to complain, you can either pay money and call the phone number. It doesn't magically stop working after 90 days OR you can make an appointment at the Genius Bar. This has been said repeatedly and you seem to suffer reading comprehension since you keep asking the same thing over and over.

    I'm done with this thread so don't bother replying to me.
  • roaminggnome Level 10 Level 10 (93,265 points)
    5 of your posts ago:

    "I will refrain from commenting further. "

    3 of your posts ago:

    "This is the last post I will make on this discussion."

    No I do not work for Apple. I have no particular allegiance to them at all.

    Most companies that I am aware of do not have a "Complaint Department", just as yours does not. Most you would call/e-mail to an appropriate department from the contact list. This is what has been suggested to you.

    Not really sure why you want an entire department to field your complaint. Can you not visit the store or call/e-mail someone from the "Contact Us" link?

    http://www.apple.com/uk/contact/

    http://www.macrumors.com/2010/02/22/apple-ranks-third-in-businessweek-customer-s ervice-rankings/

    "In Bloomberg BusinessWeek's fourth annual customer service rankings released late last week, Apple placed third behind catalog retail site L.L. Bean and insurance company USAA, a new high for the company."
  • varjak paw Level 10 Level 10 (169,810 points)
    Owned it longer than 90 days....only get support for that length of time.

    You only get free telephone support for 90 days UNLESS the problem is one that would be covered by the product warranty in which case you're not charged for the call. And regardless, you can still ask for Customer Relations.

    simple question,do not post a reply unless you have a valid answer

    I posted a valid answer, the only one anyone here can give you. Please do not post a reply unless you are willing to be polite to those who are attempting to help you. No one here gets paid to help; everyone is a fellow user and owes you not one second of their time.

    And yes, it does answer your question: call the Apple tech support line and ask to speak with someone in Customer Relations. That's the "complaint department" and, other than just using Apple's normal technical support resources, is the only place that can listen to your complaint (which I hope you'll make more politely than you have here to those to don't have any financial interest in whether or not you're happy) get you any sort of resolution.

    If you are unwilling to call during normal office hours, that's your choice. I doubt that any major manufacturer has any sort of 24-hour/7 day "complaint department".

    would like to write a formal complaint to a real person who knows what they are talking about and get an answer back

    There is no such place. You can write to Apple if you wish, but you need to talk to Apple Customer Relations if you want any sort of resolution. If you're not willing to do that, or take any of the other actions people have suggested, then there's nothing more anyone else here can suggest.

    I'm done now. It's clear you just want to be rude and snippy, no matter what anyone tells you, and I have no more time to waste in trying and help someone who won't accept the suggestions you're given.
  • kirisilvermane Level 1 Level 1 (65 points)
    cant add much more to the support side of things other than: no matter how long you have the phone it is covered by an Apple warranty of 1 year!
    so if its a hardware issue you can walk into an Apple shop and get a replacement no matter where you got the phone from or what provider you are with!
    thats how the Iphone is supported; and that i would suggest, as others here have, is how you would complain as well!

    however regardless of that; i notice you say it started again after you reinstalled everything. did you try to phone without restoring everything? did you test it for a few days without a full restore; maybe only contacts? it simply might be an app that is causing the issue or some "bugged" installation that your backup is restoring and causing the issue.
    might not be, but at this point id suggest its worth a try.
  • kptphoto Level 1 Level 1 (0 points)
    Thanks for your advice. I'll try using it for a few days first before re-entering the contacts. If I get further problems I'll take it to the Genius Bar even though it's over 50 miles away. But I am not confident that they will replace it. (see below).

    I think I noticed a comment about, it doesn't matter where you buy your Apple you can get it replaced at an Apple store if it's defective, or words to that effect. Unless procedures in the UK have changed, that was not my experience.

    About 18 months ago I purchased an iMac from the Apple online store. It developed a fault (the eventual diagnosis was leaky ram, whatever that is) so I took it to the nearest Apple store. The response I got was "Sorry, but the online store is a different company. You will have to refer your problem to them".

    I have since replaced that iMac and had no further problems but that experience has probably increased my annoyance with the iPhone 4.
  • kptphoto Level 1 Level 1 (0 points)
    PS. I did intend to make "the last post" just that, but I inadvertently left my computer on standby for a short while whilst still logged on and my account was hijacked. Teenagers, bizarre sense of humour. Still, my fault for being a bit careless.
  • andrewdavid68 Level 1 Level 1 (0 points)
    Hello kpt,

    I'd like to congratulate you on keeping your calm in the face of, what seems to me, to be a rather unhelpful and slightly aggressive, set of responses. I would also like to find a simple old fashioned thing like an address, to which I can send off a comment about some rather poor service, in the hope that someone at a slightly higher level of management than a call centre operative, might actually take some notice. I am not hopeful.
  • tonefox Level 6 Level 6 (8,855 points)
    The bottom right-hand corner of this screen: "Contact us" gives you Apple's address.
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