Who can I actually write to at Apple

[TracerAnalog]

Quote: Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

By that action you gave up any remit you had with Apple. You maybe didn't have a choice, but you should have tried contacting Apple before that. And writing to Apple is not the way to go, you have to go via Apple support, senior manager, and then ... a lawyer 😉

 

[spyguy10709]

Hi everyone;

Is there an actual person at apple I can send an email or actual letter to?

I bought my Mac Mini M1 back in April 2021 and everything has been fine up until recently.

Bacck in October, I decided to shut down the Mac by holding down the power button, which should be no problem. The next morning, I went to turn it on and absolutely nothing.

Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

This is absurd as a desktop computer should last longer than this. It now reboots on a regular bsasis.

Who can I write to to express my displeasure as I certainly don't have the money for a new one

> Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

your grievance is with the local repair shop, not Apple. Reach out to them.

 

[spyguy10709]

Quote: Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

By that action you gave up any remit you had with Apple. You maybe didn't have a choice, but you should have tried contacting Apple before that. And writing to Apple is not the way to go, you have to go via Apple support, senior manager, and then ... a lawyer 😉

and they will 100% just laugh at you -- since the machine is both out of warranty, and modified by a third party.

If that shop he took his mac to was reputable, they'll either do the service again under warranty or outright replace it with another machine.

$350 is more than M1 minis are worth on ebay, etc. Maybe that would have been a better idea in the first place?

 

[darkphoenix24]

Hi everyone;

Is there an actual person at apple I can send an email or actual letter to?

I bought my Mac Mini M1 back in April 2021 and everything has been fine up until recently.

Bacck in October, I decided to shut down the Mac by holding down the power button, which should be no problem. The next morning, I went to turn it on and absolutely nothing.

Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

This is absurd as a desktop computer should last longer than this. It now reboots on a regular bsasis.

Who can I write to to express my displeasure as I certainly don't have the money for a new one

Nobody.

They don’t want to hear from customers who are upset because you don’t matter. Apple is a massive company and you are a relatively small nobody, so they can obfuscate and delay or ignore you until you give up.

That’s my experience with them being a customer of extremely expensive Apple machines.

Well, I emailed Eddy Cue and CC'd Craig and Tim in my email. I had an iCloud Photos issue that was plaguing me for several years. It just never worked for me, even though it worked for my family (we have a family plan). Each year, I just had to keep upgrading my phone storage as I was on the iPhone upgrade program and had no other space to store my photos except locally.

I had reached out to so many Apple Support technicians in four years and they'd always escalate my case, until the engineers couldn't do anything, and it would go cold and no one would reach out to me. I had seven open cases for four years and was beyond frustrated. So I thought, why not email them?

I received a call from Apple executive relations the next day. The executive told me that someone from Eddy's team saw my email and brought it to his attention, and the exec was then tasked with speaking with me. She told me that it was a top priority for them and that I'll hear from her soon (screenshot below).

And iCloud Photos was working for me within two days.

YMMV but it doesn't hurt to ask.

 

[Howard2k]

Hi everyone;

Is there an actual person at apple I can send an email or actual letter to?

I bought my Mac Mini M1 back in April 2021 and everything has been fine up until recently.

Bacck in October, I decided to shut down the Mac by holding down the power button, which should be no problem. The next morning, I went to turn it on and absolutely nothing.

Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

This is absurd as a desktop computer should last longer than this. It now reboots on a regular bsasis.

Who can I write to to express my displeasure as I certainly don't have the money for a new one

Did you buy Apple Care?

 

[AlixSPQR]

For Apple, OP's predicament is good news, that means OP needs to buy a new Mac. But on topic, I believe Tim Cook is available via tim.cook at apple.com.

 

[lenningj]

I'd push to see what apple store management could do before shelling out repair costs, if it could be a faulty component thats exceeded the warranty worth a try to ask if it can be wavered and not charged to fix/replaced in store

 

[stocklen]

This is a tricky one.

For sure, a lot of Apple kit is renowned for going years and years without failure.

Of course, it's luck of the draw. You might have one that fails after a few years which in your case sadly you do.

Three and a Half years though is well beyond Apple's warranty so you'd be expected to swallow repair costs.

It all depends where you are. In the UK we have extra consumer protection in the form of 'reasonable expectations of life'. That comes down to many factors such as the item, its cost etc etc. If you bought a 65" TV that had a manufacturers warranty of 1 year and it failed after 2 you would still be protected as it could be argued you had a reasonable expectation for it to last more than 2 years.
For a laptop, the longer you go the more fuzzy this 'reasonable period' becomes. Sure it's an expensive laptop but is 3 years deemed long enough? I don't know.

I agree though that 3.5 years is not long enough for an Apple laptop but where you stand in terms of rights depends on where you live.

 

[leman]

Hi @Pmartel, sorry to hear about your troubles. As others have said, you can try writing Tim Cook or one of the other addresses mentioned in this thread. Unfortunately, I doubt that your emails will have a desired outcome. Your computer is out of warranty and Apple is under no obligation to fix your issue. It is also not certain that the defect has anything to do with you turning off the computer this way. Hardware failures are a statistical occurrence, it is very possible that there is no "fault" from other party. As a device owner, you carry the risk, unfortunately. This is why warranty extensions can be a good idea to hedge agains these kinds of situations. Wish you all the best!

 

[benwiggy]

How many shares of stock do you own? If you own at least 5% of the company I pretty much guarantee Tim will make an appointment for you.

Apple's market cap is over £2.5 trillion. 5% of that is £125 billion.

That seems the easy and likely route to fixing a 2021 Mini.

 

[neuropsychguy]

I think we need @Pmartel to clarify if Apple or an Apple authorized repair shop (or someone else) did the repairs. Contacting Apple is really only warranted if the repairs were done by an authorized person. Even then, OP needs to get the issue addressed by the repair person. If this was some random "unauthorized" repair person OP, contact them and have them fix it if they offer any sort of guarantee of their work. If not, as frustrating as this might be, count it as an expensive lesson to learn from.

You could also try reaching out to Apple support. I've had them fix things out of warranty for free or very cheap before. They were not issues where there was an outside repair done though so your situation might be different.

 

[iamdamian]

Hi everyone;

Is there an actual person at apple I can send an email or actual letter to?

I bought my Mac Mini M1 back in April 2021 and everything has been fine up until recently.

Bacck in October, I decided to shut down the Mac by holding down the power button, which should be no problem. The next morning, I went to turn it on and absolutely nothing.

Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

This is absurd as a desktop computer should last longer than this. It now reboots on a regular bsasis.

Who can I write to to express my displeasure as I certainly don't have the money for a new one

Tom cook has an email and if you send it to him executive relations will respond and give you a better service than the standard staff. I’ve don’t it multiple times. Just go on CEOmail.com

 

[spyguy10709]

I think we need @Pmartel to clarify if Apple or an Apple authorized repair shop (or someone else) did the repairs. Contacting Apple is really only warranted if the repairs were done by an authorized person. Even then, OP needs to get the issue addressed by the repair person. If this was some random "unauthorized" repair person OP, contact them and have them fix it if they offer any sort of guarantee of their work. If not, as frustrating as this might be, count it as an expensive lesson to learn from.

You can try reaching out to Apple support. I've had them fix things out of warranty for free or very cheap before. They were not issues where there was an outside repair done though.

I wish I could like this comment twice

 

[Fishrrman]

OP:

We don't know where in the world you are, of course.

But... your FIRST MOVE should have been to take it to a brick n mortar Apple Store genius bar.
Often, m-series Macs that won't boot can be revived by using Apple Configurator 2 (I have a MacBook Pro 14" that had similar problems). A software fix (at the genius bar) would have cost you nothing.

Because you didn't do that - and because you had a 3rd party repair place replace the logic board AT YOUR OPTION - you are essentially out-of-luck on this one.

 

[mi7chy]

Failed short to ground capacitor issue is fairly common and relatively easy to fix using either visual inspection, thermal cam, measuring shorted power to ground with multimeter, etc. then replacing with same capacitance value but higher voltage rating within same package size and higher temperature rating to ensure it lasts. Paying $350 for this repair is excessive when a new 16GB/256GB M4 Mac Mini is $599 ($499 with edu/military discount).

 

[chrono1081]

Customer service is your only option. There is literally no other viable way to do this in a company as large as Apple.

 

[Timpetus]

$350 for the repair sounds like it was a rip-off. M1 Mini logic boards aren't that expensive. I personally would have said thank you for the quote and left with my broken machine to find a cheaper way to repair it or consider replacing it with a newer one for not much more...

If it was Apple that repaired it, then they owe you a proper fix. If not, then complain to whoever did the repair because a reputable shop will warranty their repairs. When I get my cameras fixed, the shop warranties not only the repaired part but the entire camera for 6 months, because they checked the entire thing and made sure it left their shop in good shape. This definitely keeps me coming back to the same shop!

 

[nigameash]

Email tcook@Apple

Call their customer support and ask to be transferred to executive relations. They’ll find someone who would potentially care about your issue.

 

[ChrisA]

This is absurd as a desktop computer should last longer than this. It now reboots on a regular bsasis.

Who can I write to to express my displeasure as I certainly don't have the money for a new one

How old is the computer? What model is it? I assume it is out of warranty and you don't have Apple Care.

It might not be a hardware issue. Sometimes abruptly turning off the power can stop the computer while it has data in RAM that is not yet written to storage. Or worse, it was in the middle of updating storage when the power went off. In rare cases, this can damage the data. A complete reformat and re-install would fix that, if by chance that is the problem.

Who to write to? Try Tim Cook. I doubt he reads mail addressed to him but I'd guess he has someone who at least opens and screens it. Maybe they only read it quickly and decide which trash can to put it into.

 

[Jumpthesnark]

Tim Cook's public email address is tcook @ apple (dot) com,

twitter (@tim_cook).

I believe Tim Cook is available via tim.cook at apple.com.

Email tcook@Apple

His public email addy is indeed tcook @ apple.com.

 

[antiprotest]

Nobody.

They don’t want to hear from customers who are upset because you don’t matter. Apple is a massive company and you are a relatively small nobody, so they can obfuscate and delay or ignore you until you give up.

That’s my experience with them being a customer of extremely expensive Apple machines.

This is a truthful and refreshing perspective among the sea of "I've had nothing but perfect service from them" and such comments. The reality is that Apple does not care about any of us as individuals. They don't "love our customers" -- only our money. I do not say that this is right or wrong, but only that this is the way it is, and any delusion that Apple is their friend and in love with them is foolish. However, if you can get a fairly notable news outlet to write about your problem, it will get fixed before tomorrow morning.

 

[coachgq]

Hi everyone;

Is there an actual person at apple I can send an email or actual letter to?

I bought my Mac Mini M1 back in April 2021 and everything has been fine up until recently.

Bacck in October, I decided to shut down the Mac by holding down the power button, which should be no problem. The next morning, I went to turn it on and absolutely nothing.

Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

This is absurd as a desktop computer should last longer than this. It now reboots on a regular bsasis.

Who can I write to to express my displeasure as I certainly don't have the money for a new one

You could pay ~$35/year to have AppleCare+ and pay a small deductible and get a refurbished to new standards sent to you. That’s probably the best way to handle it moving forward.

 

[dawnrazor]

Got in touch with a local person and turned out to be an issue with the logic board. $350 later it was repaired.

If this person wasn’t a certified Apple service agent then you are clean out of luck… Apple wont stand by non certified agents work… simple as that, and why would they… If it is a certified Apple agent then you have recourse…