WARNING: don't buy an iPod from the Apple shop

frivolous_fay

I had my ipod picked up. I asked them to come to my work address. The replacement was brought to my work address. Not a problem.

Except that the replacement still hisses when you use decent earphones

Oh, and the radio remote has a, like, MAJOR design flaw. I had that replaced by argos before I realised what was causing the problem - LOUSY DESIGN

Sazbo

dmg24 wrote:

Unfortunately you won't get a better service from John Lewis. I bought an iPod from there because of their (usually) excellent service. Took it back when it went faulty after two months, and they told me I had to ring Apple, who gave the same information as below. Seems that John Lewis are not allowed to take back and replace Apple products, they have to be sent back to Apple by the customer.

Hi. I'm posting on behalf of a friend of mine. Three months ago she bought an iPod video for her son, from John Lewis. The screen failed, so my friend returned it to John Lewis, who returned it to Apple for servicing, but Apple claim it must have been dropped (which was not the case) and so they refuse to repair it under warranty.

She has spent ages and ages hanging on the phone, trying to get through to Apple support, to discuss the case, but so far has failed to get through. She can't spend the whole day on the phone waiting for them to pick up.

I know iPod reliability is something of a 'hot topic' at the moment to put it mildly! but can anyone help at all? Can anyone suggest how she can argue that the iPod was not dropped? Or does anyone have an email address she can use to send her complaint to Apple UK, instead of calling?

I'd really appreciate any advice...

richardjames73

I believe you can register complaints/warranty issues on their website https://www.apple.com/uk

Sazbo

Thanks, richardjames. We looked everywhere on the Apple website, but we could only find phone numbers for support, no email addresses.... I wonder why!! :rolleyes:

richardjames73

Try filling out a service request form, I think this will in effect send them an email.

http://depot.info.apple.com/ipod/

Sazbo

- will give it a go.

westernpromise

Sazbo wrote:

- will give it a go.

Don't expect too much. They will demand a credit card number off you and charge you for a repair or replacement if they decide it has been dropped. They will argue that you are agreeing to all this by accepting the T & Cs on their website, although as you have found, they refuse to deal with you any other way so you have no option. If they did this you would then have to go the small claims court route.

I am waiting to see what happens in my case. I have sent the defective iPod back to where it was bought via Recorded Delivery, so I can prove I returned it. If they charge me for the replacement, they sent I will take them to the Small Claims Court. I believe, though IANAL so am not sure, that the second contract - saying you'll play it their way - is unenforceable, because it compels you to give up your statutory right to a refund for faulty goods and because they use it to evade any other redress such a simple replacement at the shop.

Sazbo

God what a nightmare, western. I hope you get it sorted ok. Maybe we're better off trying to get John Lewis to refund?

westernpromise

Sazbo wrote:

God what a nightmare, western. I hope you get it sorted ok. Maybe we're better off trying to get John Lewis to refund?

I would certainly go that route. That's who you have a contract with.

You could also explain why. In your case, Apple will not deal with you unless you first accept its terms. This involves giving a credit card number to their website, which they will charge if they decide - unilaterally - that you broke the iPod.

You don't get to challenge their decision, in which Apple clearly have a conflict of interest ("Hmm, shall we pay for this, or shall we get her to...?"). So if you go that route, they could default on the warranty, and they will claim that you agreed they could do this when you did things their way to begin with.

Why on earth would you agree to that, when it's clear the product is defective, and it was John Lewis who sold it to you?

If enough people do this, Apple will find they can't get retailers to stock the things.

Sazbo

westernpromise wrote:

I would certainly go that route. That's who you have a contract with.

Other posters have said much the same as you, about pursuing it with John Lewis, so I reckon that's what I'll suggest my friend does. Cheers.