Q: Do Apple have a complaints department in the UK?

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.

DarenWheeler wrote:

 

 

Every major corporation in the world has a complaints procedure,

I would strongly disagree with that statement.  It is my experience that most retailers and most companies in fact do NOT have any department nor staff dedicated to simply processing complaints. It's pointless to employee people for such a thing and a waste of money as well. Most companies deal with complaints through their technical or customer support departments, as Apple does.

But generally, no company employees people or resources merely for the sake of cataloging complaints. That's also the reason why more and more companies are doing away with general support emails and why Apple has never had one. Companies have learned it's far more efficient to process support and/or complaints by telephone or chat rather than wade through a morass of often pointless rants and complaints from an email inbox.

Complaints procedure.. Not a department dedicated to complaints, but a clear and defined line of how to deal with a complaint within an ombudsman structure. Under the Sales of Goods Act and other variations, companies have to be responsible for any faults within the suggested time constraints of the law.

Just saying, "Well we fixed it" does quite cut it...

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.