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Bought an iPhone 5s in November from Apple - it developed a fault problem. Took it back to store - they confirmed it was a fault - but only offered to replace it with a refurbished phone.

 

Said no - cause i did not want to end up after two months with second hand phone (with new T&Cs).

 

Also does not feel fair or legal !!

 

What should i do ? Any ideas

 

Thanks

 

Ed

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Hi red-ed

 

There is no reason at all why you should except a refurbished phone. How did you pay? Assuming it was Credit Card or Visa Debit. Ask to do a chargeback.

 

http://www.which.co.uk/consumer-rights/problem/how-do-i-use-chargeback

 

or

 

Write a Formal Letter of Complaint, mark it as such. Explain that having purchased a new product, for it to be faulty after two months is unacceptable, tell them you want it replaced with a new one or a full refund. If they do replace it, find a way to establish that it's not a 'Refurbished' one.

 

Send it to :-

 

Apple UK - Mr Mark Rogers -

Managing Director

 

rogers.m@apple.com

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Thank you rebel11 - i will write to Apple as advised. You advise re. checking the replacement phone is not reburbished is also very valid as I no longer trust Apple. FYI - the so called store manager become very unhelpful when i declined the refurbished phone - and then down right rude when dared to suggest that English consumer trumped Apple policy.

 

Ed

 

PS - i am of the view that big stores deliberately train their staff in policy rather consumer law to try and dupe their customers into accepting rotten resolutions.

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I’ve had this with Apple regarding an iPad.

 

After 2 months I would want a new replacement, not a refurb. Seeing as Apple are not playing ball change your request to a refund and not a replacement. You might be able to source a replacement cheaper elsewhere.

 

Their refurbs are better than most though, the casing is brand new it’s only the insides that are second hand.

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Update

 

Apple claim that it is entirely within their rights to replace a brand new but faulty iPhone with a full warranty a second hand refurbished phone with a limited warranty (just 3 months - and they will replace again with another second had phone) because they class this as a REPAIR not replacement.

 

Are they being clever are they wrong !!!

 

Ed

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