How to make a formal complaint?

Question

Level 1

9 points

How to make a formal complaint?

Hi,

I went into the Apple Store complaining of scratches appearing on my screen that were the result of the keyboard scratching it whilst the laptop was closed.

After a diagnoses, they stated that it was due to "an external force pushing down on the laptop, allowing the keyboard and scren to touch, scratching the screen".

I'm an average joe when it comes to using it; I never take it off my desk, and when I do, I put it in a laptop case and carry it around.

I've carried it around 10 times, and it's only 5 months old. Despite all this, Apple are confident it's my fault, and I strongly disagree because I've not misused it by weighted the screen with anything (cup, box, whatever). And as such, its voided my warranty, and costs £400 to replace.

Is there any complaints or head officer I can discuss this matter with?

I think this issue is completely ludicrous, especially as it's practically brand new, and I rarely carry it around OR close the screen (I let it go into standby with the screen open)

Thanks,

Jamie

MacBook Pro with Retina display, OS X Mountain Lion (10.8.3)

Posted on Jul 6, 2013 10:30 AM

Reply

Answer 1

May 7, 2017 12:31 PM in response to Iopsis

Hi Lopsis,

Yes, I was looking to lodge a complaint, rather than Apple Support which so far has got me nowhere. There must be other disgruntled Apple customers in Australia?

Looks like you have to same problem in the U. K.

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Answer 2

Allan Jones

Level 9

77,774 points

Jul 6, 2013 10:38 AM in response to Iopsis

We don't know where you are but, if in the US:

Apple Customer Relations 1-800-767-2775

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Answer 3

Jul 6, 2013 10:42 AM in response to Iopsis

The listing of world-wide customer support numbers is found in:

http;//support.apple.com/kb/HE57

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Answer 4

Jul 6, 2013 11:23 AM in response to Ralph Landry1

http://support.apple.com/kb/HE57

Corrected by me! 😉

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Answer 5

Jul 6, 2013 11:32 AM in response to Baby-Boomer-USofA

Thanks Boomer...magic fngers strike again.

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Answer 6

Iopsis Author

Level 1

9 points

Jul 6, 2013 1:43 PM in response to Iopsis

Thanks all.

I'm from the UK. I was looking for more a complaints department rather than a customer support, but I fear there's no such thing.

I rang them today before I went to the Apple store with my problem, but it was more of an inquiry rather than a complaint.

I guess I'll give them a ring tomorrow and really play ****.

Definitely put me off as a new Apple customer.

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Answer 7

Jul 6, 2013 1:57 PM in response to Iopsis

Call UK customer support. Ask politely & firmly that you want to be transferred to Customer Relations.

GOOD LUCK!

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Answer 8

Jul 6, 2013 1:59 PM in response to Iopsis

During he past year here have been more than one user complaining about service from a UK Apple store...don't remember offhand which one it was. Call that support number for the UK and ask if they can give you the customer service number...might be an approach that will work for you.

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Answer 9

Iopsis Author

Level 1

9 points

Jul 6, 2013 2:04 PM in response to Iopsis

Also, just a question.

I was just reminded by a friend that I bought AppleCare with my MacBook Pro Retina, which also covers damage to the display.

However when it was taken into store, the serial was used for technical purposes.

Do they not get any information on whether my MacBook is registered under AppleCare?

Because if not, I could have been unlawfully led into purchasing a £400 replacement screen.

That being said, I'm not 100% sure if it covers screen damage, but after briefly looking at the AppleCare page, that's what it leads me to believe.

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Answer 10

Jul 6, 2013 2:17 PM in response to Iopsis

Accidental damage is not covered under AC. Apparently the repair shop considered the damage accidental? Anywho, you need to discuss your concerns w/Customer Relations. There is nothing anyone here can do for you as we are just end users/volunteers just like yourself.

EDIT: Something of interest - EU-wide Consumer Laws

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Answer 11

Iopsis Author

Level 1

9 points

Jul 6, 2013 2:27 PM in response to Iopsis

Alright thanks guys.

I'll ring them tomorrow, and will let you know how it goes.

But they've definitely lost me as a customer.

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Answer 12

Sep 18, 2015 10:18 AM in response to Iopsis

Hi,

Anyone knows how to contact Apple Complaints Department Team? I always being blocked by Senior Technical Managers...

I have something that needs to be addressed as a Consumer, their extended warranty policy and my rights as a consumer as a whole.

Thanks,

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Answer 13

May 7, 2017 12:23 PM in response to Allan Jones

Hi Allan Jones,

I am in Australia. I have no issue with any of the Apple Stores, just Apple itself, especially iTunes and customer service.

Thanks, Jacqueline

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Answer 14

May 7, 2017 12:38 PM in response to Iopsis

In Australia a court case is proceeding, about Apple making misleading claims regarding exaggerated claims on what's covered by guarantees and the like

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Answer 15

Boopsa

Level 1

4 points

Oct 24, 2017 1:07 PM in response to Allan Jones

That 1800 nuber is not in service. The new number is 1800-275-2273. But it is customer service. Seems Apple does not like to get formal complains.

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