I need help finding where to file a formal complaint about Apple customer service. After a terrible experience, nobody at Apple could tell me.
I dropped off my iPhone 16 for a screen repair with an Apple authorized reseller in Mexico on Oct 12. I was told 3 to 4 days. I asked to be informed if it would take longer, and to have the option to take the phone back. I’m only in Mexico temporarily.
Nothing happened. No update that week. On Oct 19 I went to the store. They said there were stock problems and could not give me a single date or any solution. I told them I would be leaving the country soon. They offered nothing, refused to return the phone, and made it clear this was my problem. Then I got an email apologizing for the inconvenience, with no solution and no date either.
I called Apple Support. The only thing the representative could offer was a transfer to the same store that had already failed me. When I asked whether Apple could do anything else, he hung up on me. I had asked him twice if he could hear me, and he said yes both times. It was not a bad connection.
Then I went to chat. The advisor said she could not offer a replacement because the phone is at the store, and that she could not contact the store. Her answer was to wait with no date. When I asked how to file a complaint, this is what I got:
- She sent me to reportaproblem.apple.com, which only handles App Store and purchase issues.
- She then sent me to feedback.apple.com, which is a software bug reporting tool.
- A second advisor confirmed there is no way to file a customer service complaint through Apple Support. The best he could do was “keep everything on file.” No case owner, no reply, no reference number.
So as it stands, I may lose my phone because a reseller won’t return it or give a date, Apple Support says it is not their problem, a representative hung up on me, and there is nowhere to report any of it.
I’m genuinely disappointed. I’ve been an Apple customer for years, and so has my family. I did not expect a company like Apple to be this unhelpful, or to have no place to send a complaint about its own service.
Has anyone found a real way to file a formal complaint or reach Apple Customer Relations? An email address, a form, a postal address, a department name, anything. I’d appreciate any pointers.
