Complaining to Apple UK
Discussion
I had a bad experience in the covent garden store too.
It does seem to be understaffed/poorly managed.
I too had trouble finding somewhere to complain to, so I tried: "tcook@apple.com" and contactus.uk@euro.apple.com
I got a reply - but as you can see they don't really seem to want to hear of any issues:
1. You can call the Apple Retail Store and ask to speak to the store manager. To call the Apple Retail Store at Covent Garden please ring 020 7447 1400.
2. If you are unhappy with making a phone call directly to the Apple Retail Store in question, you can email the Apple Retail Store directly on coventgarden@apple.com
3. Alternatively, The Apple Retail Store has a platform where you can provide feedback/complaints in writing directly to the Apple Retail Store. To do so, visit the following page: http://www.apple.com/uk/retail/feedback/
Please be advised that this feedback is read by the manger who oversees the Apple Retail Stores and you will be answered within 72 business hours of submission.
It does seem to be understaffed/poorly managed.
I too had trouble finding somewhere to complain to, so I tried: "tcook@apple.com" and contactus.uk@euro.apple.com
I got a reply - but as you can see they don't really seem to want to hear of any issues:
1. You can call the Apple Retail Store and ask to speak to the store manager. To call the Apple Retail Store at Covent Garden please ring 020 7447 1400.
2. If you are unhappy with making a phone call directly to the Apple Retail Store in question, you can email the Apple Retail Store directly on coventgarden@apple.com
3. Alternatively, The Apple Retail Store has a platform where you can provide feedback/complaints in writing directly to the Apple Retail Store. To do so, visit the following page: http://www.apple.com/uk/retail/feedback/
Please be advised that this feedback is read by the manger who oversees the Apple Retail Stores and you will be answered within 72 business hours of submission.
I'm not sure whether it was store policy or apple policy - the phone was in for a known manufacturing fault and I got a loan phone which was half the size of my phone (so restoring and then backing up wouldn't work) and the volume button on the loan phone didn't work either. May seem minor - but when it's a manufacturing fault, I'd expect better service!
AyBee said:
I'm not sure whether it was store policy or apple policy - the phone was in for a known manufacturing fault and I got a loan phone which was half the size of my phone (so restoring and then backing up wouldn't work) and the volume button on the loan phone didn't work either. May seem minor - but when it's a manufacturing fault, I'd expect better service!
Did you really need 128 giggawatts of storage for the few days the repair was taking?btsidi said:
AyBee said:
I'm not sure whether it was store policy or apple policy - the phone was in for a known manufacturing fault and I got a loan phone which was half the size of my phone (so restoring and then backing up wouldn't work) and the volume button on the loan phone didn't work either. May seem minor - but when it's a manufacturing fault, I'd expect better service!
Did you really need 128 giggawatts of storage for the few days the repair was taking?
btsidi said:
Did you really need 128 giggawatts of storage for the few days the repair was taking?
Giggawhat? I went away for the week following my phone going in for repair, I didn't need the capacity, but you can't restore 32GB to a 16GB phone and therefore, can't backup a 16GB phone to merge it with a 32GB backup to restore to my 32GB phone so whatever I did in that week, has been lost. Unacceptable in my opinion since the fault was theirs, not mine.AyBee said:
Giggawhat? I went away for the week following my phone going in for repair, I didn't need the capacity, but you can't restore 32GB to a 16GB phone and therefore, can't backup a 16GB phone to merge it with a 32GB backup to restore to my 32GB phone so whatever I did in that week, has been lost. Unacceptable in my opinion since the fault was theirs, not mine.
I'm racking my brains what you can 'do' on a phone in one week that actually needs backing up somewhere.I'm first to admit I'm not a phone geek, and my new Android device (that the wife insisted I buy) confuses the hell out of me in its complexity to operate, so I'm interested in exactly what else people 'do' on their phones, apart from making calls/texts, and maybe taking some photos.
I had the same problem when my iPhone 5 went back for the power button issue. Not the end of the world and I can understand why Apple don't stock all variants of the iPhone for loaners, but it is still frustrating.
The problem is that if you had the same size device, you could just plug it in to your iTunes back up at home and you would have your temporary iPhone set up the same as your old iPhone, all your contacts, apps, emails, photos, music etc would be where you're used to finding them. Likewise, when you get your phone back, you just pick up again where you left off.
As it is, you have to set the loan device up from scratch, which takes a while, then you lose any updates you made while you were using it, new photos, apps, that album you downloaded etc.
As it happened, Apple messed up my iPhone when they repaired it and I ended up with a refurbed iPhone with much better battery life.
The problem is that if you had the same size device, you could just plug it in to your iTunes back up at home and you would have your temporary iPhone set up the same as your old iPhone, all your contacts, apps, emails, photos, music etc would be where you're used to finding them. Likewise, when you get your phone back, you just pick up again where you left off.
As it is, you have to set the loan device up from scratch, which takes a while, then you lose any updates you made while you were using it, new photos, apps, that album you downloaded etc.
As it happened, Apple messed up my iPhone when they repaired it and I ended up with a refurbed iPhone with much better battery life.
AyBee said:
ecsrobin said:
And if you broke any other brand of mobile in the uk you may have been lucky to get a loan Nokia or similar.
Which is relevant how exactly?Sounds like you want a moan - just use all the email addresses etc listed above.
Being unable to restore a load of tunes and apps for a week isn't exactly a big deal is it?
Spitfire2 said:
AyBee said:
ecsrobin said:
And if you broke any other brand of mobile in the uk you may have been lucky to get a loan Nokia or similar.
Which is relevant how exactly?Sounds like you want a moan - just use all the email addresses etc listed above.
Being unable to restore a load of tunes and apps for a week isn't exactly a big deal is it?
You have a Ferrari but they take it away because there was a manufacturing fault, they give you a fiat 500 as a loaner because "it's policy", I suspect you'd want to complain too.
AyBee said:
ecsrobin said:
And if you broke any other brand of mobile in the uk you may have been lucky to get a loan Nokia or similar.
Which is relevant how exactly?Oh hang on......
Just taken on support of 8000 of the bloody things.
Hate them with a vengeance, is an SD card slot so difficult to fit? Do you really need to have the Toys r Us iTunes to use it?
Why on earth would you attempt to use a fashion accessorie / toy as the default corporate solution?
Guam said:
Not happy with them either today just ordered a new Macbook Pro online, firstly they told me they were sending over 2 grand of hardware by POST, with me within 4 days, today I get a good news email, your delivery is coming not when we said it would (to arrive today) but now in a further five days??? How is failing to keep your delivery commitment good news ffs, failure is not something to be pleased about. How about oops sorry we screwed up but it has now shipped sorry for the inconvenience?
Hang on, I've gotta defend Apple here. The first email I got last week said the MBP would be 'ready for shipping within 4 days' then the 2nd email (4 days later) said it was out for shipping and would be with me within 5 days, so check your first email.Also.....it doesn't come by POST. UPS is normally Apple's preferred courier.
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