Please Help: Currys and Apple Store

[unclebulgaria67]

I think what you are basically saying is that your Macbook has had faults since you bought it, which have not been resolved under warranty by Apple. Currys don't appear to have been involved in dealing with the faults and therefore i am not sure what actions you could expect from Currys. They will probably tell you to start a formal complaint with Apple UK head office in writing detailing what has happened. Apple will want to send the Macbook away again for a thorough test. If the Macbook came back again with the same faults, you would have to obtain an independent inspection of the Macbook and see what it says.

 

You could speak to the Citizens Advice consumer helpline, who have received training from Trading Standards in consumer law. They might be able to find out whether you can now involve Currys or have to deal with Apple under the warranty. Normally the retailer is responsible under Sale of Goods act for defects that existed when a product was sold. But you have not been dealing with Currys so far.

 

Consumer helpline link

 

https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

 

Please post back to confirm what you are advised. They might suggest a two prong approach. I.e contact both Currys and Apple to register formal complaints and see what they want to do.

[unclebulgaria67]

I was just wondering whether work done under warranty with the manufacturers caused any issues with a claim against Currys under SOGA. I would expect that Currys would say that Apple have inspected the Macbook and had not found any inherent defects, apart from a screen issue, leading to a replacement. Either the OP or Currys/Apple would need to get a technician to inspect it again, providing a report.

[unclebulgaria67]

In an earlier post i included a link to the Citizens Advice helpline. They have been trained by Trading Standards and they will tell you what rights you have, so you can contact Currys with more authority.

 

I suspect that the reality of the situation is that you are going to have to prove that there were manufacturing faults and that Currys under SOGA have to fully repair or provide a replacement. This might prove tricky, given that Apple have looked at the Macbook under the warranty. Apple are unlikely to provide the data from their tests to you and even if they did it might not reveal much.

 

Think you will have to register formal complaints to Currys and Apple head offices. Currys have responsibilities under SOGA and Apple under the extended warranty. It is just which is the best way to achieve the result you want.

[unclebulgaria67]

If the OP searches online, it appears that the Macbook pro they have, does have the issues they describe.

 

http://machmachines.com/macbook-pro-retina-overheating-fix-now/

 

Apple must be aware of this and i question what they are doing to help customers.

 

Bankfodders suggested strong approach may or may not work against Currys, but if the OP has been dealing with Apple under the extended warranty, i would question how any Judge would view any claim. This is why i have suggested getting advice from Citizens Advice Consumer helpline. The OP mentions getting an email admitting the overheating, but after that Apple tested the Macbook and did not replace any fans or other parts. I suspect Apple are aware of these issues and are just hoping customers live with problems, without having to start replacing parts on any scale.

 

There is plenty of information about this Macbook problem online and on Youtube. You can download software to help with the problem and to monitor the temperatures. Some also advise getting an external USB fan ?

 

I note some in the US have managed to get replacements from stores, after recording temperatures and logging what applications they are using. Perhaps you need to start making a full record of what you are experiencing.

[unclebulgaria67]

My bet is that Currys will want to send the Macbook away for inspection. The people who inspect them will be aware of the overheating problems and if they cannot find a faulty part, it will come back as there not being a problem.

 

In the letter you clearly need to state that Currys told you to contact Apple and that Apple have had plenty of chance to deal with the issues. Also advise that the Citizens Advice Consumer helpline have advised you of your rights and that it was up to Currys to provide a remedy, which must now be a replacement, refund or exchange.

 

Once Currys respond, come back for further advice. You might be faced with having to go down the route as Bankfodder suggested, which is to threaten and follow up with a small court claim. It would not be quick, but gives you a chance of getting a refund. My only slight concern is that Currys might say that they have not had chance for their own inspection.

 

I have read of people with the same Macbook having to drill holes in the case to help with the overheating. It sounds like some of the parts fitted are not up to standard and the way it is built is not what you should expect for £2k.

[unclebulgaria67]

You should stick to what is relevant regarding this particular Macbook and not get side tracked.

 

E.g you did approach Currys first, anything relevant to Currys about reporting issues with this Macbook. A full account of what Apple did regarding the Macbook, what current problems you are experiencing with the Macbook, that these problems have been present for x amount of time, your rights under SOGA as advised by Citizens Advice and be clear what you are expecting from Currys i.e refund, replacement or exchange.

 

I stick with my prediction that Currys will want to have the Macbook inspected and won't agree to anything unless they have this opportunity. I am not sure whether you would be successful in court, unless Currys were given opportunity to have the Macbook inspected to check for the issues you advise them. Currys will be fully aware of there being problems with these Macbooks and i just can't see them readily accepting having to refund or replace.

[unclebulgaria67]

Apple the same as any large company will avoid admitting to problems with their products. I suspect fitting new fans of the same type would not cure the overheating. Therefore they did not do it.

 

The SOGA is there to uphold your consumer rights that you should expect the product as it was sold to you. If it is not working properly and has had these problems since you bought it, which Apple have not fixed, then you should expect a refund or replacement.

 

My anxiety in these situations is that the retailer will want to send it off to inspection and the companies they use will conveniently find no problems with the product. You then get it sent back to you, with a report saying it is working properly. This then makes it very difficult to pursue, without you getting a helpful alternative report. Which is why you might want to try to resist an inspection by Currys, unless it is truly an independent inspection.

 

I have read of plenty of peope having problems with these Macbook retina models and nothing to say Apple or retailers are doing anything to help.