How to raise a complaint with Apple - and get a response?

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Level 1

9 points

How to raise a complaint with Apple - and get a response?

I want to submit a complaint to apple about a device (macbook). I started an online chat about 6 weeks ago, where I was able to upload my letter of complaint. I then had a call back about a week later, where the representative read my letter and said that they would raise this with the complaints team, who would come back with me in around 7-10 days. It's now been about 4 weeks and I have not had any response. I rang last week and the representative told me that my only option would be to post a hardcopy of my letter to the complaints team in Ireland.... surely it can't be this hard to submit a letter of complaint!?

MacBook Pro 13″, macOS 12.7

Posted on Dec 1, 2025 2:53 AM

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Answer 1

Top-ranking reply

Allan Jones

Level 9

77,750 points

Dec 1, 2025 8:24 AM in response to Stubbers

As your fellow end users, all anyone here can offer is our experiences. Mine are as the guy inside the company.

For a decade I managed the consumer complaint process for a manufacturer in another sector. Phone calls too often get routed to voicemail or another phone, and those pink "While you were out..." slips get lost or mangled. I won't even mention travel! Because of time zone differences, retuning calls can be "interesting." Phone calls are straight up hard to manage at any scale.

For me the old-school, snail-mailed business letter, cogent and free of emotion, is the best way in a situation you describe. I had time to properly research the issue before responding, and the rsponse was far more comprehends the I was not compelled to guess.

Further, letters about personnel complaints go in the employee's permanent file. That is handy at review time and are hard enough evidence to eliminate most confusion caused by oral communication and human memory.

US Postal Service letters sent Certified—Return Receipt Requested get more attention, and you have proof of delivery.

I understand many institutions of learning no longer teach the art of the business letter. If that happened to you, this is a pretty good overview:

https://edu.gcfglobal.org/en/business-communication/how-to-write-a-formal-business-letter/1/

This is the mailing address for Apple HQ:

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