Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Do Apple have a complaints department in the UK?

Hi all.



Thanks in advance to anyone who can provide me with the contact details I need.

<Edited by Host>

iMac 27", Mac OS X (10.6.4)

Posted on Nov 4, 2010 9:39 AM

Reply
201 replies

Sep 27, 2017 1:13 PM in response to angel_153



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!


Really? Then how do you explain this thread of over 100 posts, most of them speaking very ill of Apple:

how do I update iPhone apps with new iTunes 12.7?


To correct your misapprehension, hosts do not monitor posts. Any member of the community with over 150 points can flag a post that they think is inappropriate. A host will then review it, and take action of the host believes action is called for. Hosts do not proactively monitor the forum. There are just too many posts and too few hosts.

Jan 7, 2017 6:55 PM in response to Michael Black

I don't think it should have been merely a legal issue on this one based on Apple's intended brand reputation. It's simply against their own strategy.


I've been using Apple products for so many years but I'm now considering to change to Huawei. I seriously don't think it's worth it to pay so much for the Apple's when they don't even want to listen to customer complaints!!

Jan 7, 2017 11:31 PM in response to Moonadechina

Moonadechina wrote:


I'm now considering to change to Huawei. I seriously don't think it's worth it to pay so much for the Apple's when they don't even want to listen to customer complaints!!

You should always buy the product that best meets your needs. As has been noted, the fact that Apple doesn't have a "Complaints Department" doesn't mean they're not listening to their customers. I agree with Chris CA. I'd much rather talk to the "Getting Things Fixed Department". Apple has a very good one of those.

Feb 10, 2017 6:00 AM in response to kptphoto

Hi,


What did you do in the end? I'm in a similar position. I have a defective iPad, bought direct from them less than 2 months ago, they've tried everything to fix its many issues, even uninstalling and reinstalling the OS, and I want a replacement. They want to fix it. To me, because it's so new and has been defective out of the box, any repairs made will effectively result in me having paid full price for a refurb' device. I'm disabled, and my nearest Genius Bar is as far away as yours is, but my only other option is to send it in, and then it's down to whether the engineers want to fix it or replace it, which doesn't seem fair to me. Tech support said there was no guarantee of a store replacing it, either.


A

Feb 10, 2017 8:54 AM in response to angel_153

angel_153 wrote:


What did you do in the end? I'm in a similar position. I have a defective iPad, bought direct from them less than 2 months ago, they've tried everything to fix its many issues, even uninstalling and reinstalling the OS, and I want a replacement. They want to fix it.

If you send it in, you will get a replacement iPad.

You will not receive the same iPad back.

Feb 14, 2017 5:56 AM in response to Chris CA

Hi have had an issue with my iPad after being damaged by the apple's smart keyboard, sent it back and they replaced with a refurbished iPad, now that iPad keeps turning itself off, its been back in again and they say nothing is wrong, got it back this morning and still turning itself off. I have had Apple products since 2008 but they just don't want to know. its a lot of money to spend for things that arnt fit for use, time for a change.

Aug 21, 2017 7:40 AM in response to Tamara

I have loads of Apple products (probably like everyone here). I’ve recently had an issue with a £2,500 MacBook Pro with touch bar and had truly awful service from Apple.


There has always been arrogance around their products, but a lot was over looked because of the quality, but the experience I’ve had recently is unforgivable... and they just don’t care.


Love the products, hate the company.

Sep 26, 2017 4:22 PM in response to kptphoto

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

Sep 26, 2017 4:26 PM in response to dezmond75

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.

Sep 27, 2017 8:56 AM in response to kptphoto

They don't officially have a complaints dept, though clearly they should.


Your best course of action is to insist on speaking to a Senior Advisor, they carry a lot more clout than non-seniors, and I've always had my issues with Apple products fully resolved when I've gone through a Senior Advisor, even down to having a new - not a refurb - product to replace a continuously faulty one.


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!


The irritating workings of this forum, like the lack of first character capitalisation on new paragraphs, is nothing to do with them, that's down to some other bunch.


Keep on insisting that you want a brand new replacement, with a brand new warranty to match.


Good luck 🙂

Sep 27, 2017 9:05 AM in response to angel_153

The people that they wanted to reach are not here. There are moderators here and they do delete posts that do not meet the Terms of Use here.


Apple does not have a complaints department (few companies do nowadays) but they do have a Customer Service department. As far as insisting on a brand new device with a brand new warranty, perhaps it would be advisable for people to read their warranty. And not just on Apple equipment.

Sep 27, 2017 9:32 AM in response to kptphoto

If you are sold a faulty product, by law, you can insist on a new replacement within a certain period of time.


I'm using the new replacement that I was given in March this year right now. The one I bought in Dec last year was so faulty that the repair dept took one look at it and deemed it worthy of being immediately replaced, not repaired or refurbished, the same day they saw it. I refused to accept a "new refurb", and I checked the serial number online to make sure I hadn't been given an old one. I was given one that had been made two weeks before I received it. I was well outside of their official returns period, but had contacted Support umpteen times and been fobbed off by non-senior advisors, as well as about three seniors. It just took a while to find an advisor who actually wanted to help sort everything out. This is where it would be helpful to have a proper complaints dept, instead of CS/ Tech Support.


If your new product is faulty, and you are given another new replacement, it's only fair that they provide a new warranty with the new product. Legally, unreasonable clauses in any contract are over-ridden by the law of the country concerned, like the Private Parking Companies charging £100 to supermarket customers who over-stay the 2hr or 1.5hr parking time-limit. It is not reasonable that they should charge £100 to customers of a free customer car-park, because they can only charge for what monies they have lost by someone over-staying. By the same token, It is not reasonable to curtail a brand new product's warranty because the product it replaced was faulty and it took the company more than 3 months to address the situation.


I know Apple CS / Support aren't on here, and didn't say they were. Obviously there are moderators.

Do Apple have a complaints department in the UK?

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple ID.