Jump to content


Apple iPhone problems - Sale of Goods Act?


style="text-align: center;">  

Thread Locked

because no one has posted on it for the last 4091 days.

If you need to add something to this thread then

 

Please click the "Report " link

 

at the bottom of one of the posts.

 

If you want to post a new story then

Please

Start your own new thread

That way you will attract more attention to your story and get more visitors and more help 

 

Thanks

Recommended Posts

Please can someone offer me advice on the following as I want to make sure I don't get ripped off!

 

I bought an Apple iPhone 3GS direct from Apple last August. It cost in excess of £400. Apple offer a years worth of hardware warrantee, which I'm still well within. Recently, the phone has begun to display a series of faults, most commonly the screen 'freezes' while I'm in the middle of something, or it 'freezes' when I try to end a call, or when I try to skip tracks in iTunes. Looking on the internet, I have deduced that this is a fairly common fault, but that it's rarely as bad as what I'm experiencing - I'm now barely able to use the device at all. I have followed all of the instructions on Apple's website, including resetting the phone and restoring its settings, but it's made no difference. Obviously, I'm not happy with this, but I am generally a very happy Apple customer, and would very much like to continue being an iPhone user.

 

Therefore, today I rang Apple's customer service line. It's an 0844 number, but I got through very quickly to a very polite man who took my details, and confirmed that although I'm no longer eligible for 'free phone support' (i.e. software help and help actually using the phone) he'd 'make an exception this time (even though I wanted hardware help) and then confirmed that I am well within my hardware warrantee. I explained the problems to him, and explained that I had tried all of the instructions on Apple's website, but that I was unhappy with the phone, that I was unable to use it, and that I wanted a replacement.

 

I was then offered three options:

 

1. Make an appointment (free of charge) to take the phone to the Genius Bar in an Apple Store, where my device would be 'repaired' or 'serviced' - this is not really an option as I don't live anywhere near an Apple Store!

 

2. Send the phone off to Apple for 'repair' or 'service' (free of charge) - this would take 5 to 7 working days - this is a difficult option as for various reasons I would find it very inconvenient to be phoneless for over a week!

 

3. Pay Apple £29.95 plus let them 'hold' £440 on my credit card. They will courier a brand new phone to me, I will send my old phone back with the same courier and assuming Apple receive the old phone, they'll 'unhold' the £440.

 

At this point, I mentioned the Sale of Goods Act, and made the point that my phone is currently not fir for purpose, but this was not acknowledged. The operator constantly spoke of 'repairing your phone' and 'getting it serviced'. When pushed, he said that if they could not repair the phone via options 1 or 2, I would get a replacement, but option 3 was the only way to get a guaranteed new phone.

 

Now, I understand that the £29.95 charge in option 3 is the fee for the courier, not the replacement phone, and it's cheaper that my train fare to the nearest Apple Store would be, but what do people think here? Should I go with the 'get it repaired' option, or should I bite the bullet and spend £30 to get a new one sent to me? Are Apple even allowed (legally or morally) to charge me this fee or should they accept that the fault is with their hardware and waive the courier fee? I feel I'm being made to jump through hoops to solve something that isn't my fault, and would appreciate any advice / hints / stories of similar experiences. Thanks!!

Link to post
Share on other sites

they are within their right sadly

it repair or replace and they have 28days.

 

HOW you go about that is your chaice as apple have said.

 

if you want it like NOW then you must expect them to take some kind of precaution that they are not being ripped off.

 

TBH: i think 5-7 days is VERY good turnaround, i wouldn't expect it though in reality.

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

Link to post
Share on other sites

I'm not disputing their right to protect against being ripped off by holding the cost of the phone on my credit card till they receive the old one back, not at all.

 

I just think expecting me to pay the courier cost to replace a device that is broken through no fault of my own is a bit cheeky. I mean, if I bought a DVD from Amazon and it didn't play, they wouldn't charge me the P&P all over again to send me a replacement, would they? They'd consider it good customer service to waive the postage cost as the problem was not my fault.

 

I suppose it's my fault for not living in a big city where Apple have their stores, isn't it? How dare a hick from the sticks like me want to have a decent phone... :/

Link to post
Share on other sites

I just think expecting me to pay the courier cost to replace a device that is broken through no fault of my own is a bit cheeky

 

agreed sorry

 

though, i wonder where this stands on getting refunded.???????

 

typically on good outside of the immediate replacement time limit, one has to pay for an ind eng to verify the fault, then that gets refunded upon completion of the repair,

 

not sure

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

Link to post
Share on other sites

You can refund if you a) Don't accept the goods within a reasonable amount of time, or b) It is not possible to repair or replace within a reasonable amount of time, without significant inconvenience (This doesn't mean going without your phone for a week

 

Neither of the above apply in this case, apple are well within there rights to request it send off for repair, the charge for the replacement courier is disputable, but I guess you are paying the extra for the added insurance of the requirement to have a courier pick up and deliver, as they are offering a repair facility free of charge anyway they can probably get away with it

Ex-Retail Manager who is happy to offer helpful advise in many consumer problems based on my retail experience. Any advise I do offer is my opinion and how I understand the law.

Link to post
Share on other sites

Thread moved here.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

Link to post
Share on other sites

Thanks for the replies everyone - and thanks Yorky2008 for confirming that the Genius Bar can offer replacements.

 

I can't be without my phone for a week, so I think I just need to have a bit of a look at train tickets to the nearest Apple Store, and then work out whether that's easier than getting the courier option. Both are going to involve a day off work, so I suppose I might as well have a trip to the metropolis instead of sat at home waiting for a courier, eh? :grin:

Link to post
Share on other sites

I just think expecting me to pay the courier cost to replace a device that is broken through no fault of my own is a bit cheeky. I mean, if I bought a DVD from Amazon and it didn't play, they wouldn't charge me the P&P all over again to send me a replacement, would they? They'd consider it good customer service to waive the postage cost as the problem was not my fault.

 

It appears to be approx six months since you bought the phone, if it is less than six months from the date of purchase they must cover postage costs associated with arranging a repair or replacement by law.

Edited by Human Writes
Typo
Link to post
Share on other sites

Juat a note, the Genius bars get very busy and you have to book an appointment usually unless you go in at a quiet time. You can book them online I think so would be worth doing to save yuorself a wasted trip if they are snowed under and cant fit you in!!!

Link to post
Share on other sites
Juat a note, the Genius bars get very busy and you have to book an appointment usually unless you go in at a quiet time. You can book them online I think so would be worth doing to save yuorself a wasted trip if they are snowed under and cant fit you in!!!

 

Yep, I'll definitely book an appointment if decide to go down that route. It's a long journey for me and want to be sure I can see a human being when I arrive.

Link to post
Share on other sites
  • Recently Browsing   0 Caggers

    No registered users viewing this page.


  • Have we helped you ...?


×
×
  • Create New...