Apple Customer Service Complaints (Here Is How To Proceed)

Apple Customer Service Complaints

Do you know how I file a complaint to Apple or how to proceed? Well, you are at the perfect place to find the answer to such a question.

Apple is one of the world’s most successful tech companies, thanks to its successful line of consumer devices. But as with any electronic device, problems happen. So how do you contact Apple if you have a complaint about your device?

Starting an Apple online request, calling their customer service line, or going to Apple Genius Bar is the best way to start an Apple customer service complaint. You can escalate with a higher-up if you don’t get a resolution through these channels.

Let’s learn more about how to do each step and how to escalate if necessary.

How To Submit a Complaint to Apple

Submitting a customer service complaint to Apple requires you to start at their primary communication channels: online, over the phone, or in person. Let’s look at how you can reach Apple through each one.

Start an Online Request

Those comfortable with technology can start the entire process online through the Apple Support page. This process usually involves logging in to your Apple ID, so make sure you have your login information handy.

If you don’t want to log in immediately, there’s a search bar at the top of the page. You can use phrases such as “My phone won’t charge” to find a solution.

The results will give you troubleshooting steps or an option to contact them directly.

Call Their Technical Support Line

If you’d rather speak with a live person over the phone, you can call Apple at 1-800-APL-CARE (1-800-275-2273). Overseas Apple owners will have to contact a different phone number that’s local to them.

Once you connect with a representative, be as descriptive as possible about your problem. They will likely have you perform troubleshooting steps to help diagnose the issue, so be patient as you go through each one.

Don’t lose your patience and follow their instructions.

Make a Reservation at the Apple Genius Bar

Going to the Apple Genius Bar is another great option if you have an Apple retail store near you. This option can work better than submitting an online ticket or calling over the phone because you and the expert can look at the problem simultaneously.

To schedule an appointment at the Genius Bar, you’ll have to pick the next available appointment online. Make sure you arrive on time so you don’t lose your slot.

The best part of going to the Genius Bar is they can repair the product for you that same day or issue a replacement.

This saves you time packaging your item and dropping it off for a courier pickup. If you want the quickest solution and it’s available to you, try the Genius Bar.

Contact Them on Social Media

No Apple store near you and the phone/online support not helping either? You can try contacting Apple’s social media for help. The company has a dedicated Twitter account to help people, and its handle is @AppleSupport.

If you use this option, be aware that responses may take more time to complete. That means you’ll have to be patient as they ask for basic information such as your Apple ID or product serial number.

Escalating the Problem

Despite your best efforts to resolve your problem, the progress sometimes halts to a standstill. Maybe they disagree with what you think the problem is and claim user negligence as the cause.

Whatever it may be, here are some steps to bring more attention to your case.

Contact Customer Service and Ask for a Supervisor

If you’ve been given the same non-helpful answer despite multiple attempts, it might be time to ask for a supervisor.

Remember that the agent who answers your call will try their best to solve the issue independently. Calmly explain to them your problem and the steps you’ve already tried during the previous calls. Reiterate that you need either a completely new solution or an escalation.

If they offer a different solution, humor them and try it anyway. Make it clear that you’ll need to speak to a supervisor to explore other options if it doesn’t work.

Post a Complaint at the Better Business Bureau

Sometimes, posting a calm, legitimate complaint to the Better Business Bureau can elicit a more helpful response than contacting Apple’s customer support.

That’s because the company is keen on keeping its image as a customer-centric company.

Writing a public complaint to the BBB can help solve your problem. Make sure you write your problem clearly and calmly and detail all the steps you’ve taken to try and resolve the issue. List all of the roadblocks you’ve encountered along the way.

An Apple representative will try to contact you privately to resolve your public complaint. Give them any information they require and do so calmly. They know it’s been a frustrating experience but losing your temper at them will not help.

Send an Email Directly to the CEO

Still trying to get the solution you need? Then it’s time to skip everyone in the middle and head straight to the CEO.

Tim Cook, Apple’s CEO, made his email address public, just like his predecessor, Steve Jobs. That means you can email your frustrations to him, especially regarding the product and service quality you’re receiving from Apple.

Because Tim is a busy executive with equally busy assistants, you want to ensure your email conveys your issue immediately.

Write a snappy subject line and get to the point right away. Don’t write a long-winded email because it will not help your case.

Instead, clearly convey your frustrations while detailing the steps you’ve taken and the service you’ve received.

Clearly explain why you disagree with it and be reasonable with your expected solution. You want him to mobilize the right team, not give you a freebie.

Most importantly, be patient if you don’t hear from Tim’s email address immediately. Because the email is publicly known, it gets thousands of emails daily.

That’s why it’s crucial to be catchy and concise at the same time, so you can increase your chances of getting a response.

Lodge a Formal Complaint With the Federal Trade Commission

Filing a formal complaint to the Federal Trade Commission should be your last resort. Taking this step indicates that Apple has seriously dropped the ball on its promises and that you need the government to step in and intervene.

If you are filing a complaint with the FTC, keeping calm and detailed is essential. You want the FTC to know the problem, what you’ve done to solve it, and why you think Apple is not honoring its warranty.

Apple should contact you privately to try and resolve your problem and the FTC complaint. It’s vital to cooperate with them as much as reasonably possible; the last thing you need is to be hostile and prevent your problem from being resolved in the first place.

Final Thoughts

As an Apple customer, you have several options to contact them for an issue. You can do so online with your Apple ID, call their support line, or go to a Genius Bar if there’s one near you. Support is always nearby, regardless of how you want it.

At the same time, there are instances when you and the company simply disagree on how to solve the problem. Thankfully, you have some escalation options.

You have a high chance of resolving your issue if you’re calm and don’t abuse the escalation channels.


Jessica G.

Jessica Guilmore graduated with an MBA in 2011. Since then, Jessica has worked in the retail and consumer service industry as a manager, advisor, and marketer. Jessica is also the head writer and founder of

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