LegendPigeon
Level 1 (5 points)

Q: Apple Care Australia

How do I lodge a complaint against Apple Care Australia.

Based on service level and inability to escalate a request.

They have had my faulty (new) phone for nearly a month and will not give me an update or outcome.

Before I go to the ombudsman, Apple should have an opportunity to respond.

Sending me to "Communities" to lodge a complaint does not seem to be an appropriate method.

I note also there are no appropriate "Communities" to lodge also.

iPhone 5s

Posted on Sep 8, 2016 6:13 PM

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LegendPigeon

Q: Apple Care Australia

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  • Helpful answers

  • by babowa,

    babowa babowa Sep 8, 2016 7:10 PM in response to LegendPigeon
    Level 7 (31,935 points)
    iPad
    Sep 8, 2016 7:10 PM in response to LegendPigeon

    We are users here just like yourself volunteering to help others with technical problems. Here are the various ways to contact Apple:

     

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

  • by LegendPigeon,

    LegendPigeon LegendPigeon Sep 8, 2016 9:23 PM in response to babowa
    Level 1 (5 points)
    Sep 8, 2016 9:23 PM in response to babowa

    Thank Babowa but I have gone down that method. They do not ring back when they commit to. I have rang 3 times and spent a combined hour and a half and still do not know the status of my phone. This is why I wish to lodge a complaint! They have had my phone for 4 weeks now and will not tell me if it is repairable to replaceable. They have given me a case number and a repair docket number but will not tell me the status....The phone is 3 months old.

    The last chap I spoke with refused answer or to escalate my enquiry... "where is my phone?" is not a hard question.

  • by ChitlinsCC,

    ChitlinsCC ChitlinsCC Sep 8, 2016 9:24 PM in response to LegendPigeon
    Level 5 (7,635 points)
    Notebooks
    Sep 8, 2016 9:24 PM in response to LegendPigeon

    here's the way Apple takes feedback about support > Apple Support Feedback

    I am not aware of anyone who has come back here with any "after action report" on what happens, if anything.

  • by babowa,

    babowa babowa Sep 8, 2016 10:08 PM in response to LegendPigeon
    Level 7 (31,935 points)
    iPad
    Sep 8, 2016 10:08 PM in response to LegendPigeon

    Unfortunately, we are not able to help you; you will need to address this with Apple. If the phone call(s) do not produce a satisfactory outcome, you might try to a) escalate the matter to tier II or III or, b) make an appointment at your nearest Genius Bar and take the Case number, serial number of your product, and/or any purchase receipt, and ask them (or the store manager) to help you.