Making and sending a written complaint in the UK

Start by contacting Apple Support (UK) by phone at 0800 048 0408 or online.

Ask to escalate your issue to a senior support person.

If all else fails, contact Apple at their corporate address in the U.S. above.

Well, at this point....unless Support gave you an escalation contact, I think you need to take things directly to the top......and Apple does not appear to list or provide a corporate address in the U.K.

Phone stopped working, after 8 months Genius Bar said there was an internal hardware problem. Phone was repaired and I went back to collect it (100 mile round trip each time) on 1st September. Phone was working but today it decided to shutdown and won’t re-start, have tried forced restart but nothing happens. Spoke to support via chat and phone call but all they offer is another trip to the Genius Bar. Am now sick and tired and rapidly losing faith in Apple. I really want a replacement phone or refund.

You need to deal with the place that repaired it, I'm afraid. In my opinion (I obviously don't speak to Apple) I think a letter to head office won't get you anywhere. If you escalate it via UK consumer rights legislation the expectation is that you gave them a chance to fix it, which they are offering.

Ask the place where you got it repaired if they can send you a mailing pack. I just got a new battery in one of my phones from my local Apple store which is only 30 miles away but they offered me the option of mailing it there and back.

Contact the Genius Bar / Support again and ask them for the name and contact information of the Apple Store Manager.

That will alert them that you are escalating your concerns.

If you have the exact address of the Apple Store, I can try to find a phone number, but you can also do the same.

What store did you drive 50 miles to? Yes, you can contact an Apple Store by phone and ask to speak to a member of the management team. They may only be able to offer another repair. Apple does have a mail service to a regional service center. Apple Support should be able to arrange that including shipping label and packaging. I don’t want to promise any service times as we’re not involved in the repair, support etc. but in my experience it’s generally a week to maybe 10 days depending on weekends and holidays. Do you have AppleCare?

Can you be a bit more specific? Otherwise, please send correspondence to the address below,

Corporate Address

Apple

One Apple Park Way

Cupertino, CA 95014

(408) 996–1010

Thank you.

I’ve been through support but not got anywhere. Given that I live in England do I really have to send a letter to California.

You have already spoken in person or been in written communication with the manager at the Apple Store.....correct?

No, are they contactable by phone