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Formal complaint

8039 Views 52 Replies Latest reply: Nov 16, 2012 6:50 AM by thx67 RSS Branched to a new discussion.
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Shaamoney Calculating status...
Currently Being Moderated
Oct 30, 2012 6:44 PM

I am trying to make a formal complaint to Apple, but it seems impossible to find an email or snail mail address to which I can send this letter.

 

I don't want to use the "feedback" form on the website as I don't think this constitutes a complaints form.

 

UK law states every firm needs a complaints procedure, but I cannot find it anywhere for Apple Inc (UK)!

 

Hope someone can point me in the right direction!

  • babowa Level 7 Level 7 (22,060 points)
    Currently Being Moderated
    Oct 30, 2012 8:55 PM (in response to Shaamoney)

    Here is some contact info and the corporate address:

     

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

     

    Sorry, but I tried to find some specific info for your country, but couldn't find anything (except store info, etc).

     

    Have you considered going to an Apple store and asking them?

  • seventy one Level 6 Level 6 (8,480 points)
    Currently Being Moderated
    Oct 31, 2012 1:28 AM (in response to Shaamoney)

    It's called a policy of calculated confusion.   But Babowa is right, the original UK store is your first (and probably only) port of call.  

     

    On the isolated occasion I've had need to complain, a positive but friendly attitude has always been the route to take.   Dig in your feet but don't be aggressive and insist on seeing the store manager.    Offer to take him for coffee so that you can discuss your problem outside of the store's influence.  

  • laundry bleach Level 5 Level 5 (6,875 points)
    Currently Being Moderated
    Oct 31, 2012 6:27 AM (in response to Shaamoney)

    If your issue is with an Apple retail store, you should probably start here - http://www.apple.com/uk/retail/feedback/

     

    Service issues you can call AppleCare. Get started by going to http://www.apple.com/uk/support/contact/

     

    Other issues may be handled at - http://www.apple.com/feedback/ - you may just have to pick a product and  write, even if the issue is not about a product.

     

    You will not find an email address for complaints. If you want to send snail mail Apple's address is

     

    Apple Inc

    1 Infinite Loop

    Cupertino CA

    95014

    USA

     

    Note that you may not receive any response, but those are the official channels.

  • deggie Level 8 Level 8 (44,840 points)
    Currently Being Moderated
    Oct 31, 2012 8:22 AM (in response to Shaamoney)

    Call 0844 209 0611* and ask to be transferred to Customer Service and describe your issue.

     

    We are all users here just like yourself. Your threat to move to Samsung is useless here.

  • Klaus1 Level 8 Level 8 (43,365 points)
    Currently Being Moderated
    Oct 31, 2012 8:23 AM (in response to Shaamoney)

    How to contact Apple in the UK is detailed here:

     

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

  • romad Level 3 Level 3 (590 points)
    Currently Being Moderated
    Oct 31, 2012 10:46 AM (in response to Shaamoney)

    That is the only contact info available - if you don't want to use it, that is your prerogative. But stop being snarky to those who tried to help you.

     

    BTW, IF there is such a law as you claim in the U.K., then go to a law library, get the citation, and take it to your nearest Apple Store. There ask for the manager, show the citation and ask for the address. Most likely it will be that of Apple's legal department.

  • Klaus1 Level 8 Level 8 (43,365 points)
    Currently Being Moderated
    Oct 31, 2012 10:49 AM (in response to Shaamoney)

    UK law states every firm needs a complaints procedure, but I cannot find it anywhere for Apple Inc (UK)!

     

    Under the Sale of Goods Act your contract is with the retailer, not the manufacturer. In other words, if this about a faulty product or poor service, take it to the retailer who provided it, be that an Apple Store or other shop.

  • seventy one Level 6 Level 6 (8,480 points)
    Currently Being Moderated
    Oct 31, 2012 11:16 AM (in response to romad)

    It may be the only contract info available vie the Apple site but Klaus is right.   The Sale of goods act is what covers any merchandise bought via a retail outlet in the UK ... and that includes Apple on line (the distance selling act) and probably even iTunes.

     

    Apple's legal department is no threat to and certainly not above UK law.   Apple is obliged to conform, whether they like it or not.    More, any Apple manager worth his salt would be aware of the acts that govern trading in his store.

  • babowa Level 7 Level 7 (22,060 points)
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    Oct 31, 2012 11:24 AM (in response to Shaamoney)

    UK law states clearly there needs to be a "transparent and easily accessible" complaints procedure where correspondence must be sent in by "letter, fax or email".

     

    EU law is the same, but is more strict and states there must be a 'local' address (e.g. UK for UK) for each member state.  So I don't need to write to the US to get a response about something I bought in the UK.

     

    Does this law cover every corporation in the world no matter where they are incorporatecd? You see, if you read through most of the legal language of the (any) corporation, they always specifically state that the laws of the (insert state and country - in this case: California, USA) apply. That is the location where they legally incorporated and is usually the location of their corporate headquarters.

     

    So, I would guess that your law applies to companies incorporated in the UK. I would also be fairly sure that Apple's team of lawyers would not have missed following whatever laws apply.

     

    Since you are so convinced, I'd suggest you go see a lawyer and ask about a foreign (to UK) corporation's legal obligations.

  • seventy one Level 6 Level 6 (8,480 points)
    Currently Being Moderated
    Oct 31, 2012 11:33 AM (in response to babowa)

    No Babowa.   The 'Trading Standards Authority' enforces most of the law relating to  the sale of goods in the UK.   It they decide to prosecute I think it most unlikely that any organisation would fight the case.   It is simply not worth the bad publicity it may generate.  

  • babowa Level 7 Level 7 (22,060 points)
    Currently Being Moderated
    Oct 31, 2012 11:36 AM (in response to seventy one)

    Well, it would be an interesting case and, not being a lawyer, I have no idea how/which role international or EU/specific country law would play.

  • seventy one Level 6 Level 6 (8,480 points)
    Currently Being Moderated
    Oct 31, 2012 11:39 AM (in response to babowa)

    It wouldn't become a case.  Matters of local management decision are simply not worth the time and effort.  

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