The most unbelievable thing now! The finance company is starting this investigation, the dealer is apparently waiting for the report on the car and will not offer a refund at this stage. I thought I would have a dig around to see if there is any information about the company, he has done this before... A few stories the same as my friends, but get this. The dealer has put the car up for sale again, not only on his website but also on facebook, twitter, etc., I have taken a screen shot with the time and date, the car was advertised midday yesterday. Surely this can't be allowed ?? Thanks

I meant 8 'weeks'. The dealer offered yesterday to buy the car back for £1,500 less and settle the finance. I have drafted an email for him to send saying that this is unacceptable and that he has already requested to reject the car under CRA. Also drafted an email again to finance company asking them to help, they requested the list of faults last week, and they were sent immediately by email.

Cheers, So there's nothing else that can be done now? Just wait for up to 8 eights and beyond with no car or his money. He's going to have a turn, if thats the case.

I don't know, it was £500, and £9,500 was cash. I can check, but would you not link it all together? I thought it creates more hassle for him, I know he's getting quite stressed over everything which is why I'm helping, he's got a young daughter and struggling to get her around, and you can imagine his partner is not over the moon with the situation. Does he just have to wait to hear if they will accept his request, as I said Close have said it could be eight weeks +

Thanks dx100UK He paid £9,500 cash, £500 card and the rest finance; I said it's better to the claim back or would you suggest he claims the £500 from the card and then just £9,500 from the dealer. Saw him today, had to give him a lift somewhere! He had mentioned having to buy oil for the car, turns out that the first thing the dealer told him to do was check the oil. Apparently, it wasn't even registering on the dip rod thing; it does seem strange the dealer would say that when my friend had thought it was a gearbox/clutch problem. Is he entitled to any costs while he is without a car and they dont tell him whats happening? will he have to wait 8 weeks? Thanks again

Hi, Wondered if anyone has any ideas on what to do next? Yesterday, he sent another letter to both the finance company and the dealer asking if they accepted to cancel the agreement under his consumer rights - short term reject, stating that they have the report and he is without a car or his money. The finance company asked for the report even though the dealer has had it five days; he sent it. The dealer responded mentioning the faults could be due to driver error and that the car had done nearly 200 miles, the dealer has said they will be in contact when they know more. Today he had a letter by email from the finance company saying that it had been passed to their complaints department and will go through an investigation. Should it not be complete within eight weeks from the date of his original complaint then they will write to give him an update. He is without a car., without his £10,000 deposit, does he have to pay the finance until they decide what they are doing? I'm shocked, to be honest. I'm also thinking if it's not cancelled it will show on his credit report, therefore, hurting his chances of getting another car.

Hi Dx100uk, Hope your well. He has chased the finance company by phone and email, they have said they will get back to him. I have made sure he copied the letters I wrote to close/complaints, close motor finance and the dealer. The dealer has come back quickly but seems to be stalling, I have clearly set up that he wants to cancel the agreement and have the deposit returned under the consumer rights act - right to reject. The dealer has said he wants an independent report before deciding what to do, again I said he has one. Here is a section from my last letter: - - - - - However, I am not sure you're clear about my request. I have the right under ‘The Consumer Rights Act 2015’ to reject the car within the first 30 days, I have included a website link at the bottom of this page which will give you the facts, I also have them here for your reference: Within 30 days - A short-term right to reject - The consumer has 30 days to reject a vehicle if it breaches the implied terms in any way. While the consumer can ask for the goods to be repaired or replaced the consumer is not obliged to give the retailer an opportunity to do so. This means that for comparatively minor problems with a vehicle (for example a breach of the implied terms that goods are of satisfactory quality or free from minor defects) the consumer can reject without providing the seller an opportunity to repair. The fact that I was asked not to drive the car by yourself on the first full day of ownership and have not driven it since. I even took the car to an independent Mercedes garage as requested and at my own cost, which then produced a 9-page fault report goes far beyond anything I should have had to do. You would have seen the car and the blue smoke from the exhaust when running, also the oil all over the rear bumper? I don’t have to mention the headlights and other problems; I have a right by law to possibly reject the car on minor defects, I presented you with a damning independent Mercedes report four days ago. - - - - - He replied with: - - - - - In reference to your letter I am completely aware of the sales of good act, The car has travel 320 + miles from when leaving the workshop for the MOT and Service taking into account 70+ miles for delivery and movements that leaves an approximate mileage of 250 miles travelled in the vehicle over the space of your ownership. This means that they could be due to drivers negligence that these issues have come up. Being that the vehicle is a high performance vehicle with over 700BHP we are not sure how the vehicle has been driven which is why I am waiting for a full report. - - - - - I asked how much mileage he did do, he thought max 100 miles on the first day (showing every his new toy) then he was asked not to drive it which he didn't. Looks like there is a problem with the engine, but also the electronics and lights... He is worried about the cooling off period and not hearing back from the finance company as well as not having a car! Thanks I mentioned the car collection costs as the dealer's previous email said this: I have had the car collected at no cost to yourself (which is above and beyond the call of duty) As the garage I had the car delivered too is an independent and nothing to do with Superbia they have vehicles booked in front of your car. The second I get a report from the garage I will be happy to discuss this with Close Brothers and yourself to come to some sort of closer. Obviously, the dealer is 'completely aware of the sales of good (s) act'. I thought it best not to upset the dealer by stating The Consumer Rights Act 2015 replaced the 'Sales of Goods Act 1979'.

Hi All, A friend of mine is having a problem that I'm helping with. He purchased a secondhand Mercedes sports car for £26,000 from what he considered a reputable car dealer (not main dealer)it was delivered Thursday 13th July 2017. They are FCA regulated (Ref No 658267 ) and a representative of (MBI) Limited (Ref No 312143) He paid £10,000 deposit cash and the rest on finance with Close, the first day he noticed problems which were reported the second day, he thought there were gearbox problems and noticed the active intelligent lights were not working. He was asked not to drive the car and either get it brought back or taken to a local garage to see the problem, he managed to get it into a Mercedes specialist on the next day - there was a 9 page faults list including electronics, possible not Mercedes front lights and engine misfiring on some cylinders. He did not drive the car as advised and called dealer supplied the report and asked for a refund, the dealer said he would consider it, I helped him draft a letter Monday 17th saying under the consumer right act - right to return, he would like the car picked up, and a full refund based on the independent report and his right to return a faulty car. I listed the main faults, I also noted the cost he had incurred in taking the car to garage getting home then having to pick it up again, he also had to pay for engine oil and other expenses. I sent this to the finance company as well asking for acknowledgment, they haven't as of yet. So far the dealer has refused a refund and said they won't accept responsibly until they have an independent report done, I pointed out that they have had that for 3 days. it's nearly a week and they have the car, the report, his money and he doesn't have any transport. Thoughts?

Thanks Ericsbrother, Didn't prattle on about a partial refund, that's the point of my post. - After six months had one sofa that started to fall apart - I asked for a £600 refund, if this was agreed I would take on responsibility for any future repairs on that sofa, the other sofa was ok at that point - They declined my offer, but DID send a £400 goodwill payment (I received £400) - Now both sofas are completely unusable I contacted them about the other sofa and tried to get resolution, was advised the £400 payment was a full and final settlement (not agreed by me) Which leads to my post title, does a partial refund remove any further rights to repair or replacement, based on the above notes. No point me stop asking questions and start writing if it's pointless. Thanks as always

HI BankFodder, Thanks for your reply today, we brought 2 x 3 seater sofas both are now unusable, and require completely recovering which is not viable based on the original purchase price. I had contact with the retailer when two cushions on one sofa had started to come apart - I tried to negotiate a £600 settlement on that sofa offering to take on future repairs. They refused but as they they couldn't replace (our first request) and wouldn't repair they sent a £400 goodwill payment which we received. Since both sofas have completely fallen apart in just over 12 months, I have now requested the difference of £600 and asked them to collect, they then said the £400 waived all rights to replacement, refund or repairs.

Hi, I brought 2 sofas from Furniture Village on 20th December 2015 for the total price of £1000, they were on offer after being ordered by another customer and rejected on delivery due to a colour difference. We paid by debit card on the day but didn’t take delivery until the 5th January 2016, at the time we had a complete house refurbishment so stored them until early March 2016, 5 years’ warranty was standard then, now 10 years. In July 2016, we noticed the stitching coming apart on 2 seat cushions and on the sofas fame (one sofa), we called Furniture Village and asked the procedure for repair’s. We were informed that even though they still stocked the model type, they no longer dealt with the manufacturer therefore couldn’t offer a repair or replacement, they did however offer a credit note to the value of the purchase price, they also offered a refund to the purchase price. I advised Furniture Village that we had the sofas coated for stain protection (cost approx. £200) and my wife had brought some ridiculously expensive cushions / accessories to match the sofas (£180) I had receipts for everything, therefore taking a refund would leave me out of pocket nearly £400. I was asked to email my thoughts and what options I would like to take over the next few days. I asked on the phone and in a following email if they had experienced any problems (advised, no problems), I requested a replacement, if that was not able to be done I requested a goodwill refund of £600 to allow me to get the 2 cushions repaired, I also noted that if the £600 was refunded I would take responsibility for future repairs to that sofa, I included pictures of the cushions. A few days later I received a call from their customer complaints manager who advised that she had spoken with the manager of the store and was unable to offer a refund of £600, they would offer a goodwill refund of £400 due to the fact they could not replace the sofas or repair them. We had 2 companies come to look at the sofas and with quotes more than double the original purchase price no repair had been done, roll on to February 2017 both sofas are ready for the skip. All 4 seat cushions have split / come unstitched, I don’t mean a little gap, two of them have come apart by at least a foot in length, you can’t turn them over as the stitching has come apart both top and bottom, the other breaks are between 3 – 7 inches. Also, the rear back cushions which aren’t attached to the frame and just lent on have also come apart (3 out of 4, so both sofas and again by 4 – 8 inch breaks on the seem). Also, the stitching on both frames have started to become undone, showing the frame. I phone Furniture Village in January and explained that this was unacceptable, you might be able to excuse one as a manufacturing problem but two? and with every cushion coming undone in a year, I requested they pick up the sofas and offer the refund, I would have to swallow the protection and extra accessories costs. I was asked to send in pictures, I sent them and waited a week, I called back and was advised the matter had been passed to complaints they would call me in 72 hours, I waited 2 weeks, again I called them…. here we are late April, I have been told that I agreed to a fall and final settlement of £400 (I didn’t), I advised I had the email with my offer to them, this was rejected and they advised that head office had agreed that they have no liability, I had effectively waived my warranty. I mentioned that the goodwill payment was for two cushions on one sofa, and now all cushions across both are faulty as well as the frame, the fault had been identified in the first 6 months, admittedly we are now over 12 months, 2 months of that was trying to get a reply! Furniture Village would not offer any further assistance and mentioned I could speak to the furniture ombudsman, I could find the details online. Thoughts?

Happy New Year CAG! Just thought I would post an early 2017 update, had a letter from Lowell's asking for me to contact them urgently about the outstanding debt I'm obviously going to ignore it as we are now nearly 6 years from the court action in which they didn't act on my full defence and the matter was stayed. Hope everyone has a great 2017!

Hi, Just an update, after a year of hassle, 8 months of warranty problems and 2 months trying to get a replacement.. .. on Friday a new iMac finally replaced my problamatic one, I wanted to run it a few days before posting anything, I can report with all the software now running on the new machine, I have had no problems at all. even though the new machine is the same spec - it runs three times quicker at least, we still didn't get to the actual problem of the old iMac, nearly everything was replaced under warranty in the end but still it crashed constantly. I can't say I'm happy as I have lost 100's of hours over the year but onwards and upwards. To anyone else having these problems in the first year of ownership: 1) If in the first 14 days, do not accept online support asking requesting a reinstall and test for a few days - JUST replace or get your money back. 2) After 14 days Apple will not do anything until they have the option to repair, which can mean leaving your machine with them for weeks to fault find. 3) Do not take your Mac to a Apple recommended repair centre until they agree to NOT TO CHARGE for fault finding (even under warranty), Apple stores won't charge. 4) When looking for a replacement, The Apple team will look to set up a claim, they will push you towards consumer credit act but it seems their own limited Apple warranty as linked above provides the consumer more rights, especially if not brought directly from an Apple Store. Whatever way you look at this, I have never had so much trouble trying to get a replacement for a product which clearly didn't work as it should and was within warranty, which also cost a small fortune. Thanks as always. Dave

Hi BankFodder, I agree, I called and let them know - they asked for a few days. I said no, they asked if I was going to claim under the consumer rights act, but I think the Apple 1 year warranty on the link above would be the better option, I have extended apple care today for 2 years, but reckon thats different coverage to the Apple 1 year warranty on the link you found, my one year ends Monday 5th Dec, should I advise them by mail that this is the intended ongoing route, they have said the dates don't matter as this is still attached to the complaint which was started in November. Thanks for the link to the form finder, I will download and go through them to see what I need to fill out and do next. Finally, thanks again to the CAG team, I will as before send a thank you donation, do I need to make them aware today in writing based on the first year's warranty ending Monday 5th or are they correct in saying the case has been open with them since November? Dave

Hi, Looking at the link ( http://www.apple.com/uk/legal/warranty/products/uk-ireland-universal-warranty.html ) - under 'WHAT IS COVERED BY THIS WARRANTY?' it does state 'In the event of any defect in materials and workmanship, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party.' Also I noted the following under 'WHAT WILL APPLE DO IN THE EVENT OF A WARRANTY CLAIM?' the following 'A replacement part or product or a repaired Apple Product assumes the remaining warranty of the original Apple Product or ninety (90) days from the date of replacement or repair, whichever provides longer coverage for you.' this implies an additional 90 days as the repair was only 2 weeks ago, however they would probably say it covers the parts not the machine. Either way it seems clear that the iMac should be covered.

Hi Chaps, Sorry it's taken so long to update, the drama continued until yesterday, I did as suggested, as I also thought this was the way to go, I am trying to keep this as short as possible but don't want to leave anything out, so here are the points over the last 4 weeks: 7th November I advised senior manager at Apple (with authority to agree replacement) that they either replace iMac or I will take action based on the points discussed above, they advised that they have the right to try and fix it first and that I wouldn't be successful trying legal route, I advised them of the "Apple One (1) Year Limited Warranty – (UK and Ireland)" as pointed out above by BankFodder. 2 Hours later they called me, the Apple manager advised the time it could take with legal action they suggested giving them one chance to see if the iMac could be fixed, if they couldn't fix it they would replace, after agreeing with an approx time scale of 2-4 days to diagnose and repair without cost I agreed, I was advised to take it to an Apple repair centre 15 miles from home, I took it that day. I set a folder on the desktop with screen shots and videos of the errors / crashes and shutdowns. 9th November I called and spoke to the technician working on my iMac, he said they couldn't find any errors, he did agree based on the system logs, which show system errors, and the evidence and videos that there certainly was a problem, he then advised Apple would not authorise a repair without them seeing the problem, they obviously can't use the machine like it would be used day to day, they can only run a series of tests. 2 days later - same as above, I spoke to Apple and asked what's next, they advised no repair can be done without finding the problem ( I can see their point ) after another long conversation it was discussed that if I leave it with the Apple repair centre for 4 more days and if they couldn't find the problem they would look to replace. Week later - same as above, the Apple repair centre thinks it could be hard drive or graphics, Apple think Motherboard, the repair centre advise they cannot repair with problem showing, I called Apple support manager - he has asked me to collect the iMac from repair centre so he can remotely log in and grab all the error logs to proceed with possible replacement, I ask him to do it with the repair centre, advised they cannot due to data protection - I have said its a 30 mile round journey and wanted to confirm if the logs show errors will they replace - he confirmed that's what they need to proceed with replacement. I drive to repair centre to pick up iMac, I advise them that Apple support have asked I retrieve so they can remotely download logs, the repair centre then ask for a diagnostic fee (I think it was £75, I was so furious, I can't remember exactly) I didn't have my wallet, couldn't pay, therefore they wouldn't release iMac. Got home and called Apple Support, I advised that they asked me to take it to their centre and it would be 4 days max, now 10 days and they can't find the fault but I have supplied clear evidence of problems, they also won't release my iMac, I wasn't advised about any charge by anyone, I ended the call advising immediate legal action. 30 mins later a call from the senior manager at Apple support who confirmed the charge had been waived, could I do the 30 mile trip again, I said no, a long conversation ended with them advising that they cant replace the iMac until a repair had been done, they then said they would replace both the motherboard, processor, graphics - as this has been found to be a problem on late 2015 retina iMacs like mine, it was also agreed that if this fix wasn't successful - they would replace and that was confirmed. 3 days later I had the machine back without charge all repairs done, on the same day the machine crashed and ran slow, I had errors with graphics and wireless, for the past 5 days I have recorded these again with video, screen shots and log reports which show the machine having system errors every 5 mins. I called the same senior manager and explained, he said that the machine should be replaced, however it will have to processed as a consumer rights claim, he sent a an upload ink and asked for evidence showing all errors both as video and crash logs for another 3 days I documented extensive evidence, with videos showing a single program taking 2.5 mins to open which should take a few seconds - I was then asked for proof of purchase, I sent the invoice for nearly £1800 - it was brought from an Apple reseller. Yesterday I was told they can't replace iMac as it wasn't brought directly from Apple, the manager apologised for not mentioning this sooner and apologised for agreeing to a replacement and not being able do this!! He advised they would still look to have it in for repair whilst in warranty, I said they had it in for 2 weeks and couldn't figure it out! he asked me to let them know if he should book it in for repair again, he is off until Monday, The One Year Apple warranty ends Monday 5th December! Unbelievable! Sorry for the long post. Thoughts ?

Thanks for this, I appreciate your time and advice. I will see what Apple say today with regards to our discussion and give them a final chance to replace. I will revert later with outcome. Again thanks

This is my point with them, they promote the fact they offer a direct support service, and under their summary of laws it clearly states: Apple One-Year Limited Warranty Claim Period - 1 year from date of purchase Cost of coverage - included, no additional cost How to Claim - Call Apple Support, Visit Apple Store, Visit Apple Authorised Service provider Included Repair or Replacement - Carry in or postal service Repair or replacement outside country of purchase - Yes Tech Support - 90 days from date of service The difference with extended is just: up to three years. Am I missing something, i'm so confused, I have done everything above and paid £2000 for a machine which is in warranty.

This is the text under the support section of my serial code, just to confirm this is also what my current manufacturers 1 year warranty states, therefore my understanding is that this extends on from your manufacturers warranty - it also states I have until the 4th December apply, which is when my first year runs out. AppleCare Protection Plan for Mac The AppleCare Protection Plan for Mac provides up to three years of expert telephone technical support and additional hardware service options from Apple.1 When you purchase the AppleCare Protection Plan, just one phone call2 can help answer questions about your Mac, macOS and Apple-branded applications such as Photos, iMovie, GarageBand, Pages, Numbers, Keynote and more. In addition, you’ll get 24/7 priority access to Apple experts via chat or phone through getsupport.apple.com. You can even get local repair service when you visit other countries around the world. AppleCare Protection Plan benefits are in addition to a consumer’s right to a free-of-charge repair or replacement, by the seller, of goods which do not conform with the contract of sale. Under English law, consumers have up to six years from the date of delivery to exercise their rights; however, various factors may impact your eligibility to receive these remedies. For more details, click here.

I stand corrected - I have the normal one years manufacturers warranty that comes with all brand new iMac computers, they also come with 90 days direct telephone tech support, I believed the AppleCare protection was an extended warranty which took over from the normal 1 years manufacturers warranty, I may be wrong and will check now, either way I had the normal one supplied with all new machines.

Hi Bankfodder, Firstly, sorry, the story is quite long, no offence taken at all and hopefully some quick replies to your questions: 1) AppleCare 1 year warranty is supplied with all new iMac’s – I am currently able to take an extended AppleCare protection plan for £159 which would extend my warranty for 12 months when the current first year ends on 5th December. 2) You get an additional service which is online / telephone support for the first 3 months, this is what I discussed where they ‘remotely accessed my machine’ – I didn’t take to an actual repair centre until the week before last. @ThedaBara I have already brought the 6 year warranty matter up with Apple as I read this on their website (http://www.apple.com/uk/legal/statutory-warranty/), it also clearly states repair or replacement under the Apple One – Year Limited Warranty. They said under law they have other other options, and can opt to repair first, I mentioned they can’t find the actual problem therefore can’t repair and we they have had the iMac nearly 10 days. @bazza – they won’t offer a loan machine, to be honest it would take a day plus setting a loan machine up, I won’t create a long explanation but the software I use online requires direct registration with my computer.

Hi Dx, Thanks for your reply, does the following not apply? (a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer; What is considered reasonable? if I lose the machine for another week I will be stuffed with work. Cheers

Hi CAG, Having been a regular reader and donator to CAG, I have received some great comments and advice over the past few years, I thought I would run this current problem past the team – it’s ‘Warning’ its long! Having been in publishing for over 20 years, I have owned numerous Apple Macs, (maybe 10 plus) we have a couple at home as I still run a directory and put together a little digital magazine once a month. I have brought machines directly, and at resellers, this one was purchased with a reseller - it was registered whilst I was in the shop with Apple, it also had a 32g ram upgrade at time of purchase, their tech team did this. Spec: 27" Apple iMac, Late 2015, 5k Retina, 3.2ghz, 32GB Ram, 2GB Graphics, 1TB HD - Price was just under £2,000 - The purchase date was 05/12/2015. Within 4 weeks I had a few problems, the machine was shutting down on its own, running slowly, freezing, in 20 years I have never seen this with any of my macs. The iMac was brand new and had AppleCare warranty for a year and online / telephone tech support for 90 days, my first mistake was probably here, Macs don't usually have problems, that's why we pay such a huge price for them, this being one of the first times I had used Apple support with a problem, I found them delightful, knowledgeable and extremely helpful, after being passed to a senior tech / manager, we must have spent at least a couple of hours going through the problems, they even remotely accessed the machine, checking settings, installs, apps, running basic tests etc. They then took a group of doc / log files to see what error and crash codes had been recorded, I was advised to do complete safe mode reinstall of the operating system, I was advised to do a safe mode complete install, this is not a two-minute job, I would say realistically it took a day to perform getting brand new installs of all software back on the machine. Almost immediately after doing this I noticed there was no real change, I still had the same problems, the brand new highest spec mac was running at about the speed of a 5 year old mac mini, and was still shutting itself down, A call back to Apple resulted in me being asked to take it to the apple store (40 miles away) or a tech centre, I asked if the crash logs had brought up anything - they had not been reviewed yet, I decided to let them go through these and I would see how the machine preformed over the next few weeks, if I’m honest I couldn't afford the downtime with the machine gone. A few months went by, I hadn't heard back from support however I ensured every crash log and restart error was sent to apple tech team (this comes up automatically after a total system crash, I was getting daily problems, graphics glitches, slow running, files not being able to be moved or deleted, I again went through to Apple, they didn't have a note of my crash system log files from previous so again we spent hours remotely going through files sending over all my error docs and crash files. I mentioned sending over the crash errors after each machine failure, I was told these do not get recorded against the actual machine, they just go to the developers, luckily I had screen shots of errors, It was now I asked about getting the machine replaced as this had got out of hand with the time taken trying to sort these issues out. I was told to that I could take it into the local repair centre (20 mile round trip) but he thought the errors could be down to the ram which was upgraded at the time of purchase, also a brand new operating system had just come out which corrected a lot of errors with these newer retina 5k iMacs. Knowing the problems, I could face losing my machine, I decided to remove the upgraded ram and again did a complete clean install with the newly released operating system, a day later and still the same problems! The Mac still worked albeit slow and had graphics and system crash problems, but more pressing issues cropped up (as I have discussed in other CAG posts) So now with a few months left on the AppleCare one year warranty, things had to get fixed, so I called Apple, connected to a manager who said he had all the information on these problems, I was asked to do a clean install with another brand new released operating system, (so I did) a few days later I went back with same problems asking for replacement as I have just over a month on warranty and had spent at least 5 days (remotely) and 10 months working with them to fix this machine. I was told now I have to go back to the reseller for a replacement, I explained I have dealt with them from the start with the 90 day tech support and AppleCare warranty, till now I had never been asked to go back to point of sale, Anyway I did and they are not in business, back to Apple, now they wouldn’t replace as it was 10 months old, I pointed out that consumer law says if the default is within the first 6 months then I should be offered a replacement, I reported this within 4 weeks, which he acknowledged, then again after 5 months which was acknowledged now surely I should be able to get a replacement, I had followed their requirements to the letter even though the inconvenience to me was enormous, I had documented errors, screen grabs and even a video which showed the machine frozen, now explaining I couldn’t be without the machine for days I felt a repair was not an option, I was advised that I had just 3 options, 1: Take it into an Apple Store (40 miles) for testing or 2: Take to a local Apple repair centre (20 miles) or try and make a claim using consumer law against Apple. I’m now not Happy! Before taking it to the repair centre I made sure I confirmed that the maximum the machine would be away was 3 days, that if the machine couldn't be fixed it would be replaced, he said if that was the case then this would be their only option, which still didn't really confirm things but I did a complete backup as advised (6 hours) in the morning I took the iMac to the Apple repair centre. That evening, I had a call from the repair centre saying it had passed all tests and was fine, I said it wasn't and asked them to check the crash files, I also mentioned had a folder with screen shots showing actual errors and I had a video showing a real-time system crash, I was asked to send the video, they would do lower level intensive testing, they mentioned due to privacy, they couldn’t access the error logs on the machine. 2 days later, they still couldn’t find an error but did receive the video and saw the pictures, they said it didn't look like a software error but a hardware issue, maybe the video card, logic board or hard drive, they then mentioned the reason it ran slow is because the hard drive supplied runs extremely slowly and not the speed of the processor and logic board!!!! therefore the machine can never run at it full potential anyway, so my investment at purchase of an extra £500 plus to buy a ram upgrade probably did nothing because the supplied hard drive isn't fast enough to run the machine at full speed anyway, which is why Apple brought out the fusion drives with the later models! Great to know now. Spoke to Apple and said their repair centre can't find a fault, the option from the repair centre was to just leave it with them ongoing, I couldn’t do that as I need this machine to operate day to day as well as work requirements, I was told that only thing I could do is leave it with the repair centre, or if I went to collect it (20 miles) and brought it home they would remotely come in and see directly what the problem could be??!!! I explained twice they had done this, I had spent at least a day or two each time, they replied firstly no files would be kept of the old logs and if they were available it was to old and a different operating system, I said the inconvenience this matter was causing was unacceptable not to mention the cost of days not working and driving miles to fix a £2000 machine that wasn't fit for purpose from the start. I was advised either collect the machine and go through this process or take the matter legal, they would not replace the machine even though the fault had been proven by video, screen shots and error logs. Absolutely furious I left to collect the Mac, arrived at the repair centre and was informed that they believed the problem to be the HD or graphics card, advised Apple will not allow a repair unless a documented failure happens with them, they had done all they could and asked for a diagnostic fee of £60! - I had two problems now 1) Forgot my wallet, 2) Wouldn't have probably paid it if I had it with me... They wouldn't release the machine without payment, I told them Apple asked me to come and get it... long, short, came home without it!!! Got home steaming, phoned Apple they said if I pay and collect it, I can make a possible claim under my warranty - this would be the only way to proceed now, I explained everything from the start, the time I had taken dealing with this, also spending 5 days+ with online support, wiping the machine 3 times, reinstalling, driving the mac to their repair centre twice who admitted there is evidence of errors but they can't recreate. Now I am being asked to do a remote log download which has been done twice before, and finally they wont release my machine without me paying a charge. I asked if they would replace or not, they said no, Apple wouldn't offer a replacement without a repair. My only option now was a legal route... but 4 hours later I had a call saying they would waived the charge if I pickup the machine and proceed to the next stage which is remote download and inspection of logs (done twice before) I said No, it take a lot of time to do this and I have spent to long already and also this has been done twice anyway. An hour later I was now asked if I would leave it with their repair centre for another 4 days which takes us to Monday 7th November, the AppleCare manager was going to be off until Saturday so he would catch up with the repair centre Monday and call me Saturday, I agreed. I did get a call from the repair centre who advised of some errors, it isn't software and they think it's 90% HD or Graphics but he said Apple will not repair until 100% confirmed and they couldn't do that, he would report this onto Apple on Monday, I then spoke to the manager at Apple on Saturday and explained, he had also spoken with the tech team and they thought it could be Logic board, he discussed speaking with the repair guys Monday, they may look to replace one part at a time and see if that fixes things. I am now only 20 days inside my brand new machine warranty, if they replace a part at a time this could take months and create endless problems and will put me out of warranty, I shouldn't have to go through this surely, I have never ever had or seen this sort of treatment with customers with an expensive item that’s in warranty!!! Sorry for the long story on my Apple woes, I still love the products, I have had just one bad apple and can't do anything about it! I want a replacement, do I go legal, I am 90% certain they will not replace later today and will be out of warranty soon. Thanks

Hi Dx, I don't mind a little running about, and all within the set speed limits! Thanks for your help and advice on that one, I was very fortunate - I wouldn't of been so lenient if I was the judge! Dave

Hi, Before I start, a big thanks to CAG for past help with different matters. If you read any of my other posts you will see I had debt problems in 2007, with a failed company and business / personal debts to near £150k, its taken 9 years to clear everything, finally debt free I'm looking back over accounts to see where I can claim back some of the huge interest amounts and fees whilst paying off credit cards overdrafts etc.. my wife has a Barclays account, it's still her current account and its been active for over 30 years, due to our extreme financial hardship in 2007, we had big monthly charges, as I mentioned we had cci's and £150k of debt to repay, we had to sell the house, remortgaging with a sub prime lender, DB, Yep DB! it was a real nightmare, looking at her account you can see our mortgage, gas, electric and all necessity bills bouncing every month for years, I have statements, letters etc to prove hardship... To be honest we are not in financial trouble anymore, after 8 years working 24 hours a day, we have cleared every debt, and have brought a house and live mortgage free, I know its been said in a few posts that you have to still be in hardship and that its maybe to late to claim now. I had a thought about this though today, the figures are: Barclays current account, charges including reserve charges up to £200 a month max, we had charges every month from April 2008 to September 2015 total charges nearly £5,000 If hardship and the 2009 time scale is out of the question how about the fact we have just had three PPI claims upheld against Barclays one on this account dating back nearly 25 years, we had a payout of just over £9,000 (which is great) could I not use this as a argument that if she had not been paying these monthly amount (which they agree was mis sold and have paid) she would not been overdrawn and therefore would not have received these charges. Thinking about it there is a note on the PPI payout letter which asks if you incurred any other financial costs... Should she be going down that route or treating it separately this way? I have gone through every statement and noted the date and cost for each charge, put them on an excel sheet and used the template for hardship, I wanted to get feedback first before sending, and only thought of the note on the PPI payout letter whilst typing As always thanks for your comments in advance! Dave