Can I sue Apple UK customer service for damages

[Nico Albrecht]

I was wondering if somebody can advice what the best course of action is for recouping cost caused by wrong information provided by Apple.

Background: I own a couple macbooks and one of them developed stain issues on the lcd. known issue they call it the staingate scandal, combination of the usual cheap apple parts and design flaws.

They offer a 4 year extended replacement for the issues. My Macbook is late 2014 so I contacted Apple via chat 1 week ago and asked if it would be still covered under the program. The reason why I contacted them is because the next service center is an hour drive away:

Chat from 11.12.2018 with Apple

me:

i can book the appointment myself but before i head over to the apple store i need to know if my year and model still qualifies


Arlinton from Apple

Definitely, starting from MacBook Pro (Retina, 13-inch, 15-inch, Early 2013) models, and your MacBook is a MacBook Pro (Retina, 13-inch, Mid 2014), so definitely apply, however as I mentioned before, the Mac needs to be evaluated first by our Apple technicians, we recommend to bring a valid ID during your visit and also have a data backup just in case.

Chat end:

I booked an appointment for today brought it in and they confirmed that it is the staingate issue and I need to leave it in.

Left and 2 hours later I got following email from Apple Store:

I have checked your Macbook Pro serial number on Apple's systems and unfortunately it is not eligible for a free repair. Apple will only authorise coverage within four years from date of original purchase and it estimates that your Macbook Pro was bought on 04/09/14. As it was bought in the United States, we also cannot make a UK consumer law claim on your behalf.

Let us know if you want us to get you the price for an out of warranty repair. Retina display repairs are normally around £450.


I went back on the phone to Apple advising of the prior chat I had with them and got after 1 hour nowhere. Also after about 1 hour I kindle asked to have this escalated and would kindle like a written outcome by email that includes my apple macbook serial. Escalation was refused.


Any idea or input how to proceed here. I am just annoyed having spend 2 hours away from my business and petrol cost on top for something they could have told me by chat.

 

[Mr D]

So what exactly would you be suing a major company for?

 

[Nico Albrecht]

1 hour loss of incoming for follow up call , driving & petrol cost etc.... I am not forcing them to replace the lcd .

The only reason was to prevent such costs in the first place is to contact them ask if it is still covered and book an appointment. They had the serial number and new the production date they could have simple said no you are out of the 4 years . Done case closed. The only reason is they want people in their stores for that is to up sale their new stuff or check for pre existing damage which didnt apply.

 

[NickGrogan]

1 hour loss of incoming for follow up call , driving & petrol cost etc

Which would be how much, compared to the cost of trying to sue Apple?

 

[Mr D]

What is your actual cost?

 

[Nico Albrecht]

Small claims court? The fact is they provided wrong information and because they are a big company they simple are allowed to get away with it.

Here are my concerns. After talking to them today, their customer support is not done by apple in cork and is outsourced to somewhere in Portugal. They won't escalate it or provide an outcome from today by email which makes me believe a 3rd party call centre screwed up and they want to hide it. I never had an escalation refused and the last person i spoke to said he can make decisions on behalf of apple.

The key facts are the lcd issues was caused by them in the first place, I did all I could to contact them before going on a 2 hour journey. I am actually only 2 month over they 4 year period but the fault started like 2 years ago.

Apple sells you we are all about customer experience which today failed competently.

 

[Gordon - Commercial Finance]

I think you would be struggling with any claim. Apple are crooks in that they know they can charge you whatever they want, and once they’ve got you, you’re stuck with them.
Only way to get at them is to get rid of your MacBooks and get PCs instead.

 

[Nico Albrecht]

I think you would be struggling with any claim. Apple are crooks in that they know they can charge you whatever they want, and once they’ve got you, you’re stuck with them.
Only way to get at them is to get rid of your MacBooks and get PCs instead.

I wanna make a claim and I agree I hate apple products as much as you do but sometimes we need them for testing. Dell XPS all the way. I am not suing for the failed repair but for providing wrong information in writing that caused me costs.

 

[Mr D]

Small claims court? The fact is they provided wrong information and because they are a big company they simple are allowed to get away with it.

Here are my concerns. After talking to them today, their customer support is not done by apple in cork and is outsourced to somewhere in Portugal. They won't escalate it or provide an outcome from today by email which makes me believe a 3rd party call centre screwed up and they want to hide it. I never had an escalation refused and the last person i spoke to said he can make decisions on behalf of apple.

The key facts are the lcd issues was caused by them in the first place, I did all I could to contact them before going on a 2 hour journey. I am actually only 2 month over they 4 year period but the fault started like 2 years ago.

Apple sells you we are all about customer experience which today failed competently.

So lcd issues which you failed to get sorted inside warranty for a couple of years, now outside warranty. And the fact that you did not do all you could to contact them, you waited until you had been 4 years and a couple of months since purchase before contacting them.

Sounds like problems both sides. If you sue them can they sue you?

 

[Prime81]

I know someone who took samsung to small claims over a broken tv. I know it's not the same as claiming for wasted time, petrol but I was suprised they settled and gave him a new tv instead of fighting the case.

 

[Nico Albrecht]

Yes they are big but they cannot be allowed to get away with it and I strongly believe the 3rd party call centre screwed it up and wanna make it go away.

I prefer the small claims court as cost are low.

Question? Would I write a letter informing them about legal actions and 21 days to respond to it. If no response I issue small claims in my local court to them?

I would not expect the to show up anyway and get a judgement in decreed.

 

[Nico Albrecht]

Which apple entity in the UK would I sue? Even finding an address for the UK is already a nightmare. I found this one:

https://beta.companieshouse.gov.uk/company/01591116

 

[Mr D]

Which apple entity in the UK would I sue? Even finding an address for the UK is already a nightmare. I found this one:

https://beta.companieshouse.gov.uk/company/01591116

Are they the one responsible for the information you were given over the phone?

 

[alan1302]

Why go straight to suing them?

Why not write to them first and make a complaint?

 

[Nico Albrecht]

Why go straight to suing them?

Why not write to them first and make a complaint?

I am all up for that but where would you send the letter to? The site is a mess to get such information

 

[Mr D]

I am all up for that but where would you send the letter to? The site is a mess to get such information

Could try google.

https://www.apple.com/uk/contact/

 

[Nico Albrecht]

Could try google.

https://www.apple.com/uk/contact/

Very funny there is no uk address on it at all. Very good.

 

[obscure]

Sorry but you have no valid claim for damages and would not win if you tried to sue.

Put simply you asked them a question and they gave you an answer based solely on the information you gave them. They did not at that time have access to the actual machine to check and (from your description) you didn't give them the exact date of purchase from a receipt/proof of purchase.

Then, having given an answer based on the available information the employee warned "however as I mentioned before, the Mac needs to be evaluated first by our Apple technicians,". In other words their answer was conditional on having the actual computer to examine. Therefore they can't be held liable for the accuracy of the initial answer as it was conditional.

 

[Mr D]

Very funny there is no uk address on it at all. Very good.

Why would you need a UK address?
Apple are based in the EU. Why would they need a UK corporate address to serve papers on?

Now if you wanted to find out the particular address or company dealing with the phone calls then the EU HQ will know who you should contact. Or pass a complaint on.

Hence giving you the clear address on the contact page that you were apparently unaware of.

 

[Nico Albrecht]

Put simply you asked them a question and they gave you an answer based solely on the information you gave them.

You cannot start a chat for technical help with the serial number. They can see all information avaiaible. Data of purchase for business after 4 years remember that also on the first setup the macbook sends activation to apple. They know by the minute when warranty started.

however as I mentioned before, the Mac needs to be evaluated first by our Apple technicians

it was confirmed right away that the stain issue is the apple staingate. Also I agree if preexisting damage such as cracked lcd etc is found that they cant offer it. Reason they refused is not because of hardware damages because it is 4 years and 2 month. So your arguments are flawed. The staining issue also has never been discussed to me by apple in the last 4 years either.


A good example is if you have a car and call a dealership to check for a recall you heard about. You give them the car VIN number, they check and say yes there is and make an appointment. You drive 90 miles and upon arrival they tell you you do not qualify for it and can go home. I would be pissed. Exactly the same thing.

 

[Mr D]

You cannot start a chat for technical help with the serial number. They can see all information avaiaible. Data of purchase for business after 4 years remember that also on the first setup the macbook sends activation to apple. They know by the minute when warranty started.


it was confirmed right away that the stain issue is the apple staingate. Also I agree if preexisting damage such as cracked lcd etc is found that they cant offer it. Reason they refused is not because of hardware damages because it is 4 years and 2 month. So your arguments are flawed. The staining issue also has never been discussed to me by apple in the last 4 years either.


A good example is if you have a car and call a dealership to check for a recall you heard about. You give them the car VIN number, they check and say yes there is and make an appointment. You drive 90 miles and upon arrival they tell you you do not qualify for it and can go home. I would be pissed. Exactly the same thing.

So how do they have all the information available if they don't have the serial number?

 

[Nico Albrecht]

Why would you need a UK address?
Apple are based in the EU. Why would they need a UK corporate address to serve papers on?

Now if you wanted to find out the particular address or company dealing with the phone calls then the EU HQ will know who you should contact. Or pass a complaint on.

Hence giving you the clear address on the contact page that you were apparently unaware of.

You see if you write a letter to Apple HQ EU in Cork the letter is being scanned and send to Portugal Lisbon 3rd party call centre and gets worked from there. So I would be back to square one.

 

[Mr D]

You see if you write a letter to Apple HQ EU in Cork the letter is being scanned and send to Portugal Lisbon 3rd party call centre and gets worked from there. So I would be back to square one.

And your reply would come from there and have details of who to complain to in the letter.
You want the information this is a way you get the information as you aren't getting it by phone.

 

[Nico Albrecht]

So how do they have all the information available if they don't have the serial number?

They do have the information, to even get started you need to provide the actual serial number to them and than the chat starts.

 

[Mr D]

They do have the information, to even get started you need to provide the actual serial number to them and than the chat starts.

Great so we agree.

 

[Nico Albrecht]

I am comple

And your reply would come from there and have details of who to complain to in the letter.
You want the information this is a way you get the information as you aren't getting it by phone.

based on forums no information will be provided and apples statement is we do not have a complaints department. That should stop most people from perusing it.

 

[Mr D]

I am comple

based on forums no information will be provided and apples statement is we do not have a complaints department. That should stop most people from perusing it.

Yes I imagine it would.
I guess the chief executive is underutilised then. Send to them instead.

 

[Calvin Crane]

I wonder if you are employed/contracted to post these viral threads Nico LOL your hate for apple may have grounds but it does look like an advert for various other brands. Just saying

 

[Nico Albrecht]

I wish I would get paid here but what other brands do I advertise here?

 

[Mark Laurie]

Very funny there is no uk address on it at all. Very good.

You could try this? https://www.resolver.co.uk/companies/apple-complaints