How do I get to speak to a Manager from Apple to discuss a complaint

How can I get to speak with a manager from Apple, I have tried,  and tried, I have booked a call on 13th & 17th Sept, the replies 'we tried tocall you
you were not available", my phone is in working order - there were no call to my phone.
Where on their wedsite can you write a complaint?
My iphone had a hardware problem, it stopped ringing, It was not a contract phone, I paid for it, but was told because it was 3 years
old I would have to purchase another phone.
Apple - do they have customer service?
The Covent Garden store suggested I compain, - who to?

Did you try calling Apple Support directly? 1-800-275-2273

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