Broken ipod, store refusing to repair

scoped1

Hi there,

Ok, basically my friend bought an ipod nano about a year ago, (for about £120 I think).

It broke through no fault of her own, it wasn't broken by mis use or anything.
However she took it back to asda, within the 12 month warranty time (this was last week). And they told here they'd need the original headphones it came with. She doesn't have the original headphones any more.
Anyway, she told me about this, after she had gone to asda to ask for it to be repaired. So I said, you should go back and be more assertive, and say the headphones aren't the fault, so ask them why they need the headphones, and why that stops them fixing the ipod.
Anyway, she came back again, and said that asda are now saying because she hasn't got the original box the ipod came in they can't/won't do anything. Even though she has proof of purchase, as according to them, the ipod could be from anywhere.
And in the time she's been told she can't get it fixed or a refund, the ipod is now out of the 12 month warranty...

So really my questions are:
1) if you complained to the store whiles the product is still in warranty, but you get sent packing because they won't do anything, do you then have to try and get it fixed under the sales of goods act?
2) Do you need headphones or the box to get it fixed?
3) What should her next step be?

Thanks for your time reading this,
it is appreciated

misssarahleigh

As far as i'm aware there is no requirment for a Box or Headphones. Asda are telling porkies!

vyle

The person at asda clearly doesn't understand what they're doing.

If the item is faulty, there is no requirement for the box or accessories. Now, if Asda was just sending it back to apple for a refund, then apple may well specify that they won't take items back without these accessories but that isn't your friend's problem.

If they're doing that, then there's no reason why they couldn't swap a working ipod for the malfunctioning one, and keep hold of the box and accessories to send to apple.

In many cases, staff are told "we won't accept XYZ back without box/accessires" in reference to frivolous returns (Where people are just changing their minds) and assume that the staff have the common sense to differentiate those from genuine returns where the product is at fault. Sadly, many people lack this common sense.

If you'e got an apple store nearby, try taking it there instead, they're usually pretty good at sorting stuff out, even if the item wasn't bought from them originally.

McKneff

You say it is broken, what do you actually mean

How did it get broken.

Big difference between broken and faulty.

can yo clarify please.

visidigi

usually its easier and quicker with apple products to simply take it to your nearest apple store if you have one - they replace there and then without a third party getting involved.

Its about the only thing I personally think Apple do really well

scoped1

Ok, thanks guys, i'll pass this on to her tonight when I get a chance to speak to her

You say it is broken, what do you actually mean

How did it get broken.

Big difference between broken and faulty.

can yo clarify please.

I think it literally stopped working or turning on one day,
but I'll ask her for more details later so I can write it here

thanks for the replies everyone

neilmcl

2 things here; getting it fixed under warranty and getting a remedy under the SOGA. If you're trying to have the manufacturer repair it under the terms of the warranty then they (the manufacturer) can impose whatever terms they like as expressed under their warranty conditions. If you wish a remedy under the SOGA then its down to the retailer to sort it out and you don't need the original packaging or accessories, but the onus is on you to prove that ipod has an iherent fault.

scoped1

Hi there

2 things here; getting it fixed under warranty and getting a remedy under the SOGA. If you're trying to have the manufacturer repair it under the terms of the warranty then they (the manufacturer) can impose whatever terms they like as expressed under their warranty conditions. If you wish a remedy under the SOGA then its down to the retailer to sort it out and you don't need the original packaging or accessories, but the onus is on you to prove that ipod has an iherent fault.

Ok, So it seems she can't go down the warranty route if they can impose whatever things they want?

And how can you prove it's an inherent fault?
thanks for your time, it's very much appreciated!

scoped1

Redneck wrote: »

I can't see how the accessories being returned have any sort of bearing on whether or not you can return an item for repair under warranty.

Unfortunately though, it's now out of warranty due to them saying that and her going home without giving it to them -
are they allowed to do that, and would she be able to show that that happened and still get it repaired under warranty or is it tough luck she didn't persuade them to take it before it expired?

neilmcl

Redneck wrote: »

I can't see how the accessories being returned have any sort of bearing on whether or not you can return an item for repair under warranty.

Because, as I've said, a manufacturer's warranty (of which there is no legal requirement for one to be offered) can include whatever T&Cs the manufacturer chooses and if one wishes to avail themselves of this warranty then they have to follow the terms therein.

neilmcl

scoped1 wrote: »

Unfortunately though, it's now out of warranty due to them saying that and her going home without giving it to them -
are they allowed to do that, and would she be able to show that that happened and still get it repaired under warranty or is it tough luck she didn't persuade them to take it before it expired?

Unfortunately, the warranty has nothing to do with retailer and as such you would have needed to be in contact with the manufacturer during the warranty period. No harm in contacting Apple directly and explaining the fault occured during the warranty period or as has been posted if you have an apple store near you, take directly to them.