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Address / email / telephone number for complaints in the UK?
- Thread starter ajnicho
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If you're armed with all the information to hand and you know your rights it's difficult for them to refuse you.
Most companies will not accept responsibility under the SoGA as it sets a precedence but instead offer a gesture of goodwill. Most likely why this was done by telephone conversation rather than by letter or email.
Either way, the result is the same.
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Good for you mate. Makes me wonder why I buy AppleCare.
Ade, it's the same with Extended Warrantys.
The thing is an Extended Warranty or Apple Care is a no quibble guarentee. The SoGA is more difficult to claim under as after the first 6 months, the onus is on the consumer to prove the defect was inherent. That is, you need an engineers report or such.
As the Apple Genius confirmed it to me in the store, it was hard for them to deny it later.
I think the strongest arguement for getting a post 12 month warranty repair (which is all you're entitled to technically not a replacement although with apple thats kinda one and the same) is that the product is typically sold with 18 - 24 month contract tie-in's and therefore a reasonable person would expect the product to at minimum last the life of that contract given expected usage/wear and tear if not longer.
Therefore, i think you're probably within your rights to get a replacement but its getting companies to accept that that is typically difficult.
Therefore, i think you're probably within your rights to get a replacement but its getting companies to accept that that is typically difficult.
I am calling semi BS not this. Firstly the law that is in place does allow for post warrantee redress, however there are limits. There is no way a clerk, on the phone, can force the company to replace something without the item being reviewed by, them or the company. I could have dropped the phone in a bucket of water and not be able to make calls, the law does not cover that. The law allows the company to either Repair, replace, reduce, refund- only after a determination was made that he device was not damaged, by no fault of manafacture.
If you went into an Apple store and had a genius review the issues, and it was in fact defective, they should have replaced it. At a minimum they document the case and the fact that you were in and the action they have taken.
Can you please tell us what this defect is?
If you went into an Apple store and had a genius review the issues, and it was in fact defective, they should have replaced it. At a minimum they document the case and the fact that you were in and the action they have taken.
Can you please tell us what this defect is?
This is why you people should not complain about how much MORE consumer electronics costs you compared to other countries. Sounds like you government is trying to bend over the electronics maker! Surprised they sell anything in your country.
6 years? Good luck on that! LOL
If I had bought it on a contract from say Orange or o2 then my beef would have to be with them as the contract is with the retailer.
As it was bought sim-free from the Apple Store they are the ones liable. A 12 month guarantee is not a legal requirement on any product sold in the UK. It is something manufacturers usually give in addition to your statutory rights.
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Call all the BS you want.
As I explained, the product had been reviewed by the Apple Store Genius and confirmed to be a hardware failure of the Bluetooth Radio. The product had been examined and is in pristine condition, hasn't even got a scratch! Like I said, after 6 months the onus is on the consumer to prove it was an inherant fault.
Furthermore, I dont think a simple clerk would be responding to my complaint that I sent to Tim Cook's email address. Especially considering she's from the Head Office in Ireland.
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This is why you people should not complain about how much MORE consumer electronics costs you compared to other countries. Sounds like you government is trying to bend over the electronics maker! Surprised they sell anything in your country.
6 years? Good luck on that! LOL
6 years is the limit. You would never get fully compensated after that amount of time. However, with depreciation, your entitlement to recourse reduces and if a refund is offered it may be at a substantially reduced amount.
It's to protect consumers, it's not to bend over the electronics maker. Not only that, it has nothing to do with the manufacturer. Any action would be taken by the retailer
Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 5_0 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9A334 Safari/7534.48.3)
Op I'm from the uk and tbh you bore me! It's out of warranty go read up on the soga properly your not covered! Next time make sure your cheap ass purchases apple care!
Op I'm from the uk and tbh you bore me! It's out of warranty go read up on the soga properly your not covered! Next time make sure your cheap ass purchases apple care!
Sorry still calling BS- Post the email and show us the swapped out phone. You had all this resolved in a few hours. Proof, or it did not happen-I also doubt that apple would not replace the phone if the bluetooth radio failed, no matter how past it was -not buying it.
Not that I have anything to prove to you or to satisfy your need but here is the email conversation....
Hello Andrew,
Thank you for speaking with me earlier. As discussed, please make an on-line appointment for your nearest Apple Retail Store and when you visit them, explain that a warranty exception has been offered to you as a gesture of goodwill under code: xxxxxxxxx.
Once you receive the replacement I would appreciate an email from you to confirm that the replacement iPhone is to your satisfaction.
Please do not hesitate to contact me should you require further information.
Kind regards,
Margaret Lordan
Executive Relations EMEIA
Apple Sales International
On 27 Oct 2011, at 09:23, xxxxxxxxxx Andrew wrote:
> Good morning Margaret
>
> My telephone number is +44 (0)7xxxxxxxxxx and the serial number of my
> phone is: xxxxxxxxxxxx
>
> I would be grateful if you could contact me some time this morning.
>
> Kind regards,
> Andrew xxxxxxxxxx
>
> -----Original Message-----
> From: Margaret Lordan [mailto:xxxxxxxxxxxxxxxx@euro.apple.com]
> Sent: 26 October 2011 4:44 PM
> To: xxxxxxxxx Andrew
> Subject: Apple
>
>
> Hello Mr. xxxxxxxxxxx,
>
> Thank you for your email to Apple. Your correspondence concerns an
> issue that we feel would be best handled in a phone conversation.
>
> Unfortunately, your phone number or the serial number of your iPhone
> was not included in your email. If you have not yet resolved the
> issue, please contact me at 00800 2xxx xxxxxx Ext xxxxxx, Monday through
> Friday, between 9a.m. and 5 p.m. GMT time, or you may send me an email
> including your telephone number and a preferred time of contact.
>
>
>
> I look forward to speaking with you.
>
> Kind regards,
>
> Margaret Lordan
> Executive Relations EMEIA
>
> Apple Sales International
> Hollyhill Industrial Estate
> Hollyhill
> Cork
> Republic of Ireland
>
> Tel (free): 00800 2xxx xxxx ext xxxxx
> Tel: 00353 2x 4xx 3xxx
> Fax: 00353 2x 4xx 3xxx
> Email: xxxxxxxxxxxxxx@apple.com
Hello Andrew,
Thank you for speaking with me earlier. As discussed, please make an on-line appointment for your nearest Apple Retail Store and when you visit them, explain that a warranty exception has been offered to you as a gesture of goodwill under code: xxxxxxxxx.
Once you receive the replacement I would appreciate an email from you to confirm that the replacement iPhone is to your satisfaction.
Please do not hesitate to contact me should you require further information.
Kind regards,
Margaret Lordan
Executive Relations EMEIA
Apple Sales International
On 27 Oct 2011, at 09:23, xxxxxxxxxx Andrew wrote:
> Good morning Margaret
>
> My telephone number is +44 (0)7xxxxxxxxxx and the serial number of my
> phone is: xxxxxxxxxxxx
>
> I would be grateful if you could contact me some time this morning.
>
> Kind regards,
> Andrew xxxxxxxxxx
>
> -----Original Message-----
> From: Margaret Lordan [mailto:xxxxxxxxxxxxxxxx@euro.apple.com]
> Sent: 26 October 2011 4:44 PM
> To: xxxxxxxxx Andrew
> Subject: Apple
>
>
> Hello Mr. xxxxxxxxxxx,
>
> Thank you for your email to Apple. Your correspondence concerns an
> issue that we feel would be best handled in a phone conversation.
>
> Unfortunately, your phone number or the serial number of your iPhone
> was not included in your email. If you have not yet resolved the
> issue, please contact me at 00800 2xxx xxxxxx Ext xxxxxx, Monday through
> Friday, between 9a.m. and 5 p.m. GMT time, or you may send me an email
> including your telephone number and a preferred time of contact.
>
>
>
> I look forward to speaking with you.
>
> Kind regards,
>
> Margaret Lordan
> Executive Relations EMEIA
>
> Apple Sales International
> Hollyhill Industrial Estate
> Hollyhill
> Cork
> Republic of Ireland
>
> Tel (free): 00800 2xxx xxxx ext xxxxx
> Tel: 00353 2x 4xx 3xxx
> Fax: 00353 2x 4xx 3xxx
> Email: xxxxxxxxxxxxxx@apple.com
OP you are correct and right to pursue apple under SOGA, please ignore all the people who say otherwise, I know from past threads that some people somehow can't accept that 1, apple can do no wrong so you as a consumer should just bend over and take it or 2, that there are no other countries outside the US and certainly other countries can never have different laws and some of that law is to protect the consumer.
what I would say is next time you would get much better and correct advice if you posted to a UK consumer rights forum, rather than on a mainly US based forum, where people would rather believe that apple products can never break, and if they do (even one day after the warranty expires) you should only ever buy an brand new one
what I would say is next time you would get much better and correct advice if you posted to a UK consumer rights forum, rather than on a mainly US based forum, where people would rather believe that apple products can never break, and if they do (even one day after the warranty expires) you should only ever buy an brand new one
I really do not think anyone is suggesting that an Apple product would not break. I am saying that if you went to Apple store, not a dealer or phone store, and something was truly defective and should not be malfunctioning they would have replaced it.
They have replaced it. Eventually
Am sorry but I really don't know what you're saying
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I agree with this. Like the tech assistant on the phone said to me, Apple consumers shouldn't feel the need to complain.
I usually do go to consumer rights forums but I was just after the general consensus of Apple store's stance on the SoGA!
Just had a nice email of the lady dealing with my case.
She must have been monitoring the situation as she is aware I've received my new phone and was checking to see if all was now working perfectly.
JOB DONE!
Statutory rights are not affected.
She must have been monitoring the situation as she is aware I've received my new phone and was checking to see if all was now working perfectly.
JOB DONE!
Statutory rights are not affected.
Thanks for letting us all know about this.
Your experience could help someone else in a similar situation.
I am so pissed off by the apple staffs, and i don't why it is soo hard to lodge a complaint letter. So i wrote to tcook@apple.com,
"Hello Cook,
I have problem shifting origin of country from Australia to Hong Kong. I had a gift card, and redeemed it. That's why i still have some money left in the account. I wrote for assistance from your company. The first staff is ok, but the later Kristi and Denise are not doing their job well.
For the same single case, it has been 3 staffs handling my case already. There's no problem if the new coming up staff is clever enough. But the point is, the new replacing staff is sooooo intelligently challenged that they keep asking me to tell them the problem in details in order to handle my case better. I have sent emails on and off many many times with screen caps showing my problem in details. But they just keep copy and paste the same standard customer reply from your company handbook, saying
"If the iTunes Store continues to display an error message when you try to make a purchase, please include the following information in your response to this email:
- your complete billing address.
- a full description of what you tried and what iTunes displayed.
- permission to reset your password, so Apple can investigate the issue further.
as well as one of the following:
- the last four digits of the credit card used for your iTunes Store account
- the order number of your most recent purchase
- or the name of any item you've purchased using this account"
I have followed through each steps the first staff said, showing even with screen caps. Kristi and Denise are unable to solve my problem, and just trying to repeat the same useless responds until i give up. Ok, i give up now, i emailed to Denise and said please reset my acct balance to $0.00 dollar. But then Denise wrote me back again and said she needs my permission! I can't imagine this thing is happening in Apple nowadays!
If you are too busy to read this email, please forward to customer service supervisor of your customers.
THank you.
Best
Lorentz"
"Hello Cook,
I have problem shifting origin of country from Australia to Hong Kong. I had a gift card, and redeemed it. That's why i still have some money left in the account. I wrote for assistance from your company. The first staff is ok, but the later Kristi and Denise are not doing their job well.
For the same single case, it has been 3 staffs handling my case already. There's no problem if the new coming up staff is clever enough. But the point is, the new replacing staff is sooooo intelligently challenged that they keep asking me to tell them the problem in details in order to handle my case better. I have sent emails on and off many many times with screen caps showing my problem in details. But they just keep copy and paste the same standard customer reply from your company handbook, saying
"If the iTunes Store continues to display an error message when you try to make a purchase, please include the following information in your response to this email:
- your complete billing address.
- a full description of what you tried and what iTunes displayed.
- permission to reset your password, so Apple can investigate the issue further.
as well as one of the following:
- the last four digits of the credit card used for your iTunes Store account
- the order number of your most recent purchase
- or the name of any item you've purchased using this account"
I have followed through each steps the first staff said, showing even with screen caps. Kristi and Denise are unable to solve my problem, and just trying to repeat the same useless responds until i give up. Ok, i give up now, i emailed to Denise and said please reset my acct balance to $0.00 dollar. But then Denise wrote me back again and said she needs my permission! I can't imagine this thing is happening in Apple nowadays!
If you are too busy to read this email, please forward to customer service supervisor of your customers.
THank you.
Best
Lorentz"
Does anyone have any details how how to make a complaint.
I would prefer by telephone, if not email or lastly by post.
I have a faulty phone that is 14 months old. I've tried claiming under the SoGA but no one in the company seem to have had any training in consumer law. All they do is refer me to their legal advisor.
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Apparently Apple consumers in the UK dont have a need to complain!