Orange ipad !!!! up.

aust1972

Bought an ipad for an xmas gift for girlfriend. 1 1/2 hrs out of box on Christmas day it goes wrong (green screen) Go back to Orange get fobbed off with speak to Apple. Speak to Apple and get told restore ipad etc. Still faulty after restore. Apple will not replace with new unit unless I purchase their apple care at £90. Not happy and then they say i have to deal with Orange as they sold it to me! Eventually get a great lady at Orange customer service who issues an Orange fault code and says return to store for refund and contract termination. Go back to Orange shop and they check the fault code and refund me my £250 onto visa debit card with no problems at all.
Today i get a call from Orange shop saying that they cannot cancel my contract and i need to go in and collect the faulty ipad from their store!
I have a visa receipt for the refund and i made a note of the fault code issued to me from Orange customer service. I checked my account and the refund has not gone back into my account yet.
The time line for the above saga is
Dec 23 2010 purchase ipad on 2 yr contract
Dec 25 2010 ipad opend about 11 am and registered with itunes about midday. screen goes green within 1.5 hrs of use. put back in box..
Dec 26 2010 left in box as everything closed
Dec 27 2010 leave message on Orange answerphone about 10 am as closed
Dec 28 2010 Go to Orange store get fobbed off to Apple. Speak to Apple and eventually after following their instructions get fobbed off to Orange.
Dec 28 pm get Fault code from orange. Sigh of relief.
Dec 29 return unit to Orange store and get refund. Sorted (or so i thought)
Dec 30 4pm get call from Orange store saying they cannot cancel contract and can i collect ipad.
Sorry for the long first post but needed to put it all down in words.

Where do i stand legally?

Humphrey10

Have you tried speaking to someone in person in an Apple store?
It is true that your contract is with Orange and Apple don't have to do anything, but I bought an ipad from a reseller (not from an apple store) and it had one partly dead pixel (so a very minor problem compared to yours), and I got it replaced in an Apple store with no problems.

Apple Care is just to extend the initial 90 (or 60? Not sure) warranty, so if you are within the initial 90 or 60 days having Apple Care or not doesn't make any difference.

mrochester

Humphrey10 wrote: »

Have you tried speaking to someone in person in an Apple store?
It is true that your contract is with Orange and Apple don't have to do anything, but I bought an ipad from a reseller (not from an apple store) and it had one partly dead pixel (so a very minor problem compared to yours), and I got it replaced in an Apple store with no problems.

Apple Care is just to extend the initial 90 (or 60? Not sure) warranty, so if you are within the initial 90 or 60 days having Apple Care or not doesn't make any difference.

Apple's standard hardware warranty is 1 year. Their standard telephone support is 90days. You can purchase AppleCare to extend that 1 year warranty to either 2 or 3 years (depending on the product it is being purchased for).

As for the OP, did the restore that Apple suggested not work? If not, take it back to the Apple shop and they will replace it. They always make you try a restore first if there's a chance the issue could be software related. Failing that, they will then replace the unit.

Humphrey10

Ah OK, that's better than I thought then, last time I rang them up they said something about still being within the 90 days, I didn't realise that was just the phone support they were talking about I thought it was the whole warranty.

anotherbaldrick

Why Bu$$er about . bundle it all up and take it back where you bought it with a letter formally informing them that it is not of merchantable quality and you are rejecting it and demand your money back. Do not accept a repair . Any nonsense get straight onto Trading Standards.

aust1972

Apple point blank refused to sort it unless i took out the 2 year apple care package there and then at about £90. this was the only way to get a new replacement. even then i would have to have a holding charge placed on a credit card for them to send new ipad out. Nearest Apple store is 100 mile round trip. As Orange have refunded me via visa debit card(hasn't gone back in account yet) although bank assures me it cannot be stopped but could take a few days to enter account and they are now in possession of faulty ipad i am hoping they are just trying there luck.
I am well within their returns timescale they issued the fault code and checked it on their system before refunding me.
Am i right in thinking there is a legal right to return goods not fit for service.
I would have returned it within 30 mins of finding it faulty but Christmas day and following bank holidays meant the delay in getting it back to store.

jayme1

they have said that you can return it (and you have) I would push that that return stands, and they should stick to what they have agreed to.

after all over 24 months it works out far cheaper buying the ipad direct from apple and adding a sim only deal from somewhere like vodafone or 3 mobile. and there is suposed to be a new ipad coming out is a few of months.

mrochester

aust1972 wrote: »

Apple point blank refused to sort it unless i took out the 2 year apple care package there and then at about £90. this was the only way to get a new replacement. even then i would have to have a holding charge placed on a credit card for them to send new ipad out. Nearest Apple store is 100 mile round trip. As Orange have refunded me via visa debit card(hasn't gone back in account yet) although bank assures me it cannot be stopped but could take a few days to enter account and they are now in possession of faulty ipad i am hoping they are just trying there luck.
I am well within their returns timescale they issued the fault code and checked it on their system before refunding me.
Am i right in thinking there is a legal right to return goods not fit for service.
I would have returned it within 30 mins of finding it faulty but Christmas day and following bank holidays meant the delay in getting it back to store.

I think someone must have got the wrong end of the stick then as Apple's standard warranty is 1 year. I believe that is the legal minimum. You wouldn't get a new replacement, you'd get a refurbished iPad. If you want a new replacement, you'd need to take it back to Orange as faulty, who'd then have to replace it for you, or give you a refund.

aust1972

just fired off an e-mail to the CEO of Orange Uk. Maybe that will send a rocket up their !!!!!

watcherman

Book an Apple Genius Appointment via their website, take it in, and if found to be faulty, they'll swap it out for you. Just saw you have a fair distance to travel, only option then is the postage option, where they will test it and if found to be faulty will send a replacement by post.

The insistence to buy any extra Apple Care is completely wrong I'm afraid, either you or they have misunderstood.

simax

Orange shops do not do any refunds for iPads, faulty or not. You get referred to Apple. You were incorrectly refunded, and your contract will continue to run.