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Do Apple have a complaints department in the UK?

96906 Views 141 Replies Latest reply: Feb 22, 2014 4:25 AM by Iyinka RSS Branched to a new discussion.
  • melomanias Level 1 Level 1 (0 points)
    Currently Being Moderated
    Dec 12, 2012 3:00 AM (in response to melomanias)

    Just wanted to leave an update on my situation. The second time I sent the email to the general email address I got a personalized reply from an Apple employee who very promptly and professionally solved my issue. Couldn't be happier with how they dealt with me this second time!

     

    So, even if you can't find a Complaints department, do try the general contacts.

     

    PS: maybe there's no Complaints Department because Apple wants us to "think different"?

  • Nitcha T Calculating status...
    Currently Being Moderated
    Dec 13, 2012 9:42 AM (in response to kptphoto)

    I also can't find a complaint channel of apple!  I do believe that great products must come along with great service for long term growth...  but it seems apple is too confident on customers addict with their innovation. 

     

    i declided to send an email to their contact point.. about the apple care agreement which is so difficult to register and too many documents requsted with non-reasonable reasons.....

    so i don't know whether i will get the reply... as apple mentions so clear at contact page.. that they read every messages but just CAN'T reply to all.  That made me think.. a voice of customer does matter to them.

     

    Hope that.. apple will hear us!

  • arnoldg1810 Calculating status...
    Currently Being Moderated
    Dec 23, 2012 11:06 AM (in response to Nitcha T)

    They have no complaint department. I am very ANGRY and SAD. I sent following message to them:

     

    Dear Sir/Madam,

     

    Thanks for making backup process of iPhone very complicated than any other standard equipments backup process. I backed up my iPhone before I sent it to repair. After restore, it didn't restore apps and its data. It didn't give me warning that apps and its data will not backup. Moreover, after further reading on Internet, I found out that you have to sync and you can't sync new apps from iPhone to iTunes.

     

    I am VERY ANGRY AND UPSET. By the way, it is not an enhancement request. I have no hope from you.

     

    Thanks.

    Manish Gupta

    Address...

  • Julie12345678910 Calculating status...
    Currently Being Moderated
    Dec 28, 2012 5:21 PM (in response to kptphoto)

    I hate apple

  • craig.murphy Calculating status...

    Since when have apple employed nazi's for supervisor's? Yes Laura I'm speaking about you!!!

     

    Just got off the phone with them after my son had cut his finger on the cracked screen of his iphone 4. The 1st thing the lovely Laura told me that it wasnt apple responsibilitie what so ever. I pointed out that they made their products out of glass so in a kind of way it was partly their fault. This is the point she went all Hitler esqe on me.

     

    I though apple prided themselves in the level of customer service they provided. Sadly this doesnt seem to be the case. Steve Jobs would be turning in his grave if he knew what was going on.

  • Angelabb Calculating status...

    I am a big one of the apple customer,3 months ago I was order 2 ipone5s online,because during that time Apple do not have iPhone 5 in stock at retail store. After one month I got them email says I will get my phone on Dec. 4' but when I went to UPS store to pick up my iPhone,they told me my 2 iPhone5s already sent back to apple factory which is in China.After that I called Apple and they said will return my money into my account. So I went to Apple store which is at Vancouver(metro town) got 2 iPhone5s,then I just waiting for my money back...now is already 2013,and it is past 3 months,during 3 monthes I called Apple customer service 1-800-my-apple more than 10 times,every time servicers even their manager just let me wait 5 days,and another 5 days,even when they tell me will give me the answer within 24hrs,and I leave my cellphone number to them.but they never call me back. No wonder,because it is already 3 months i do not have any expecting. And I do not understand what the customer service department doing!!!!! Now,I am still waiting for my money back. And I do not know how long I still need to wait,and I just called 1-800-MY-APPLE,same answer "wait".

  • Angelabb Level 1 Level 1 (0 points)
    Currently Being Moderated
    Jan 14, 2013 3:01 PM (in response to Angelabb)

    Sorry my question is do APPLE have any complain department or directly email I can send it ?

  • saeed akram Calculating status...
    Currently Being Moderated
    Mar 12, 2013 8:28 AM (in response to kptphoto)

    Hello sir i have an issue with I phone 5 when switch off my cell it restart by itself ........ can u plz solve this issue

  • Peter Gillespie Level 6 Level 6 (10,750 points)
    Currently Being Moderated
    Mar 12, 2013 9:47 AM (in response to saeed akram)

    This  is NOT Apple you are on a User to User Technical help  forum

    There is NO Apple participation here

     

    Try basic troubleshooting

    restart

    reset

    restore

    as described in user manual

  • De wit Calculating status...
    Currently Being Moderated
    Apr 16, 2013 2:10 PM (in response to kptphoto)

    The end of December we have purchased both an Iphone and a MacBook in the Netherlands. We have chosen for Apple instead of for example Dell, because of the reliability and quality of Apple's products. According to Apple's sales reps the products always work, no viruses and problems compared to other lower priced brands. Obviously we were not lucky since both the Iphone and the MacBook did not work well from the start. The Iphone's connection to wireless networks did not work well, so we contacted the help desk. After several phone calls and resets we sent back the product and it turned out that the antenna did not work well and therefore the Iphone was replaced.

     

    The siuation with the MacBook is worse despite several attempts from our side. The problem of the MacBook is that when starting up that regularly the system is locked, the screen remains grey or blue and so the MacBook does not start up. When we try it a few times after the 2nd or 3rd attempt the computer finally starts up. In January we went back to the Icentre in Tilburg the Netherlands (where we purchased the MacBook) and explained the problem. The sales staff explained that we first need to solve the problem ourselves because when it is a software problem Apple will not pay for shipping etc. So we first try to fix it ourselves, after this did not work we went back to the store and they reinstalled the MacBook for us. Unfortunately this did not help because the problem remained the same. So we called the customer support centre and explained the problem again. They advised us again to re-install the computer and we implemented the recommended steps to do this. Also this did not work, so we called back again. We were advised to reset the entire system, make back ups etc and implemented the different steps advised to us. Also this did not help.... Another 2-3 calls were made and still no solution.

     

    We feel that this type of service is not in line with our perception of Apple ... (or any brand actually!)  Almost 3 months down the road we still have a computer that does not work properly and we need the computer for our small business here.  During the past months we missed deadlines with our customers (we run a small translation agency)

     

    The attitude of the particular sr. Advisor (case number 41903990) we do not experience as very customer friendly. After the 5-6 phone calls (average 30/40 minutes each) he still wants us to check the different technical possibilities. I can understand that we as a customer have the responsibility to at least investigate if the problem is on our side, however after the 6th attempt  I believen another solution would be appreciated from Apple. We only use the MacBook for routine jobs and we only installed software which we purchased at Apple, nothing else.  We feel that we are not taken seriously and we do not know what to do anymore. Tomorrow we will call again and hope that we finally can send the MacBook in for repair or replacemet. However seperate from this I believe that we should  be compensated for the frustrating and costly process described above. We are looking forward to your reply.

  • deggie Level 8 Level 8 (44,815 points)
    Currently Being Moderated
    Apr 16, 2013 2:13 PM (in response to De wit)

    Call AppleCare back, give them your case number and tell them you want to be transferred to Customer Service.

  • Petejacksonjr Calculating status...
    Currently Being Moderated
    May 26, 2013 9:53 AM (in response to kptphoto)

    I have a complaint to make about the apple store in the trafford centre, I went in with my phone and charger and reported a fault, the guy in the store plugged my phone into another charger in the store and admitted there was a fault but it was my phone not the charger. I asked what he was going to do about it and he said you have to book an appointment, I said can I not speak to anybody now he said no all geniuses are busy, even though there were 5 geniuses at the bar and no customers. I mentioned this and he just said nobody can see you until next week. I am disgusted with the lack of attention the guy showed towards my problem and how the minute I stepped in the shop he was just trying to get rid of me, I work in the mobile industry and if I admit a fault with a phone I have to act on it and help the customer. I must say I am happy with apple but seriously think the trafford centre store lets you down they are not up to the standards I am used to as a apple customer

  • Peter Gillespie Level 6 Level 6 (10,750 points)

    Thanks for sharing with us other users but you will not get any response from Apple here

     

    try using "Contact Us " at bottom of page on right

  • N Benedict Calculating status...

    I've done that.  It gets ignored. 

  • LeadingEdge69 Calculating status...
    Currently Being Moderated
    Jun 30, 2013 1:11 AM (in response to varjak paw)

    Very unhappy with customer service and tech support after going to genius bar several times they dont really belive in customer service..

    I purchase a Iphone 4 and also purchase a 2 year warranty apple care.  in the period of the 2 year i had to take the phone several times for different issues (8 times.)  the last time i took the iphone was in February of this year and you guys (apple) gave me a "new phone."  it is the end of June and this phone started to act up on me again. it reset on its own and i could not reboot it from iTunes.  i took it to a apple store so they could take a look at it they try to do a master reset. i have my phone in a life proof case which means it was never expose to water or the elements.  they check the phone and the technician told me it was like new.  while going through the restore process it gets stuck on verifying firmware and then it gave us the error -1  the phone is not even 5 months old so i ask the guy is not something i cause and it was a hardware software problem due to my 90 days warranty they provided was expired they want to charge me $140+ dollars to fix it.  i need someone to help me resolve this problem because i am a loyal apple customer i have 8th lines all with iphones i run my office paperless with ipads and i believe you guys should take care of this problem so far i got nothing but bad things to say about apple products "iphones" and customer service needs a lot of work. please contact me and let me know what apple is going to do for me as a loyal customer or would i be force to switch to androy phones.  This is what i try to send them and it gave me errors everytime i am tired of trying and wasting my time with a company that does not care.

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