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Support for Apple products
Published Date : 07 May 2004   Last Updated : 27 Mar 2023   Content Ref: TEC219268  

More Information

We provide support for AppleŽ products purchased from us. If you have any technical issues, please contact the RM support desk. Our support engineers will diagnose the issue and direct you towards the best solution. We can be contacted using the following channels:

Company name:


Business address:

142B Eastern Avenue
Milton Park

OX14 4SB




0845 404 0000

Support operating hours:

Monday to Friday 8 am - 6 pm

Note: Please have your RM order number ready before calling.

Period of warranty

All Apple hardware comes with a one year limited warranty and up to 90 days of complimentary telephone technical support. To extend your coverage further, purchase the AppleCare Protection Plan. Information can be found here: http://www.apple.com/uk/support/products/

Because Apple makes the hardware, the operating system and many applications, Apple products are truly integrated systems. And only the AppleCare Protection Plan gives you one stop service and support from Apple experts, so most issues can be resolved in a single call.

First contact in case of warranty claim
You should contact Apple directly on 0845 600 1683 using the serial number of the device at fault (note the letter S needs to be removed from the serial number). If the unit is within the 90 day telephone support, the customer can be talked through the software troubleshooting diagnostics. Once this is complete, the issue will either be solved or the issue will be deemed a hardware fault. The customer can then be booked into an Apple store or return the unit to Apple in a bag which Apple will send to you.

Procedure of warranty

During the course of the warranty period, if the Apple unit develops a fault you should contact Apple directly on 0845 600 1683. If the unit is outside of the 90 days telephone support, the initial software troubleshooting steps will be undertaken by the customer themselves by following an email which Apple will send directly to them and the process follows from there.
Note: Calls to 0845 numbers may be free from your BT landline depending on which calling plan you're on. This doesn't include dial-up internet calls to ISPs or calls to dial through or calling card access numbers.

Period of Dead on Arrival (DOA)
A DOA is a product exhibiting a hardware failure, preventing basic operation upon it's first use out of the box. You have 28 days from the invoice date to request an RMA.

Procedure of DOA

For products purchased outside 28 days of invoice date you are entitled to warranty repair at no extra cost - unit fixed via standard repair process by Apple service provider.

What does Apple consider not to be DOA?
A product does not qualify as a DOA for the following situations:

  • OS bugs or faults - application bugs or faults.
  • Missing items or wrong items.
  • Damaged boxes.
  • Refurbished products - RMA stock, B stock, Demo stock or second hand equipment.
  • Units missing their original packaging - iPhoneŽ, iPodŽ socks.

The following Apple products may not be returned as DOA:

  • Products like iPod Socks where Apple does not offer any warranty and the iPhone is not covered by these processes.
  • Discontinued products (EOL) that have been off the Apple price list for more than ninety days.
  • Products that cannot be returned as shipped because they are missing either accessories or the original packaging.

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