Apple customer service contacts

[Philsy]

I'd like to complain about the customer service at a UK Apple Store. However, I can't find any email addresses on the Apple website, nor is there an appropriate feedback form.

Can anyone help? I assume stevejobs@apple.com is not ideal

Thanks

Phil

 

[MLeepson]

Can anyone help? I assume stevejobs@apple.com is not ideal

I once emailed sjobs@apple.com about my 9 power adapters on my PowerBook G4 and how they were all melting and sparking. A couple days later I got a call from a person from Apple Executive Relations (AKA tier 3 customer relations ) and we talked about the issue. The agent set up an appointment with a "Genius" and then we then discussed the findings. She then gave me a new power adapter, which is now melted.
If you feel your issue needs to brought to the attention of the execs (?), then I suggest that. You can also email the store by going to the store's site via the Apple retail site.

Oh, if you email Jobs, you should be nice, and use a .Mac email.

 

[Philsy]

Hi

Thanks for replying. For some odd reason, the UK stores' email addresses are not given.

I'll try emailing Mr Jobs and see what happens.

 

[MLeepson]

No prob.

When I emailed, they somehow had my phone number (that's not creepy...) and called. If you want them to call you, you should probably include you phone number in the email.

 

[Philsy]

No prob.

When I emailed, they somehow had my phone number (that's not creepy...) and called. If you want them to call you, you should probably include you phone number in the email.

Thanks. Just writing the email - complete with phone number, Skype and iChat contact details.

 

[Philsy]

She then gave me a new power adapter, which is now melted.

Sorry, I know I shouldn't, but this sentence made me laugh (I've had a similar problem, by the way).

 

[MLeepson]

Thanks. Just writing the email - complete with phone number, Skype and iChat contact details.

I think they'll/he'll be able to contact you! But, I must add, don't get your hopes up, they/he way just think it's unimportant.

Sorry, I know I shouldn't, but this sentence made me laugh (I've had a similar problem, by the way).

It's ok, it is kinda funny. I made it clear that it's a fire hazard and then they went crazy. haha A couple weeks ago I sent another email to Jobs and I got a call from another Exec. Relations agent and she talked with "many" engineers and they all didn't think there was any problem and that it was my fault. I'll be sending out yet another email soon...

 

[Philsy]

IA couple weeks ago I sent another email to Jobs and I got a call from another Exec. Relations agent and she talked with "many" engineers and they all didn't think there was any problem and that it was my fault. I'll be sending out yet another email soon...

Your fault, eh? What did she suggest you were doing wrong, putting it in the microwave?

 

[MLeepson]

Your fault, eh? What did she suggest you were doing wrong, putting it in the microwave?

Just about. She said that I keep it bent against a wall or have the wire wrapped around the computer.
I sent her that EXACT picture. (and more)
It's crazy!

 

[Philsy]

Damn, you plugged it into your computer, no wonder it overheated

 

[MLeepson]

Well that's just to show that I don't bend or anything. I've had about 9 power cords and they've all done that.

My worst one is attached. It all happened in about 10 minutes, when I was away from the computer.

 

[Philsy]

I was surprised to receive a phone call from the manager of the Apple Store. Apology was made and we had an intelligent discussion about how customer service could be improved.

 

[MLeepson]

That's awesome! It's good to hear that someone from a billion dollar company still listens to customers and gets things done.

If you don't mind my asking, what was the issue with said Apple store?

 

[Philsy]

Well, I don't want to dish the dirt, but basically I asked for help at an Apple Store and received poor service.

 

[RevolutionOne]

I know you've complained but one of the best people to complain to in future is Steve Cano
cano.s@euro.apple.com

 

[macbookgirl]

Hi guys, go easy on me I'm new here

I found you through Google and just tried emailing Steve Cano as suggested by RevolutionOne but the email bounced back directly. I've had my 17" MacBook Pro for just over six months and the silver has started to rub off the back-lit keyboard really badly.

I work freelance and can't be without my laptop for even hours, let alone sending it off for repair for days, maybe even weeks.

I figure someone helpful at Apple should be able to send me a replacement keyboard, it's just getting through to someone who'll listen.

Any other contacts apart from Steve Cano?

(I tried to attach a pic of the keyboard but it was too big.)

 

[macbookgirl]

Managed to take a shot using my phone. It's not as good but it gives you a good idea of the problem.

It's not me: I had my previous G4 laptop for nearly six years and the keys never damaged.

 

[Griffinity]

Thanks for posting that e-mail address. I just contacted sjobs myself. We'll see if I can get any help.

I'm not a Mac user yet, but I've wanted to be for several months now, and I just won a MacBook Pro in a video contest. Only problem is it's a 15" and I really want a 17". The contest organizers are sending the MBP and the packing slip/receipt, but Apple tells me that because they purchased it online, and because I didn't buy it, I can't exchange it for the more expensive model. I've worked in electronics retail before, so I understand the policies, but surely any policy that keeps me from handing several hundred dollars over to Apple is something that can be circumvented.

Hopefully if I can talk to someone at a higher tier of customer service, we can resolve this relatively simple issue. So we'll see what happens.

I just don't want my first Apple experience to be a bad one.

 

[Griffinity]

Just like mentioned above, I never supplied my phone number, but I received a voicemail today from Apple. Creepy. I'll call them back soon and see what they can do for me.

*LATER TODAY*
I'm playing phone tag with Dina from Executive Relations, but the video contest organizers called to make sure I didn't have a problem with their prize and to make sure I understood they weren't affiliated with Apple. I don't know why Apple figured they should solve the problem with the contest organizers, instead of me. I hope they didn't ruin my relationship with these people. So far Apple is kind of creepily proactive.

 

[Fantomas9mm]

If you have a complaint about the folks in the Apple Store then i think the best way to progress is to call that store and ask to speak to a manager there or at least their in store cust service dept.

If they put you onto Applecare cust service then you will just end up going around in circles.