Broken ipod, store refusing to repair

Zandoni

Did she speak to the store manager? It's never a good idea to just listen to the CS dept in cases like this.

Hintza

For future reference Apple run a very efficient repair service. Just go on to the Apple website and follow the instructions they will evedn send a courier to collect (used to anyway).

It should then be returned within about 7-14 days.

System

where i work if an item has to be sent for repair all accessories/free items must also be returned as the manufacturer if they can not repair it will sent a complete new item.

Elle7

If ASDA were going to send the Ipod back to Apple, then they may have needed the box and accessories to return it, before swapping it for a new one. But, if this is what they were intending, your friend would have been better off locating the box and buying new Apple headphones, because usually it's up to you to prove an inherent fault after 6 months of usage.

Has she taken it to an Apple store to see if it is fixable, and how much it would cost? If she takes her reciept and goes very soon, they might do it for free based on the age, and noticing it is only just out of warranty. Equally, they might not, but it might not be an expensive fix.

misssarahleigh

Just to open a can of worms. Does that mean if i buy a 50" TV and it becomes faulty, but I have thrown away the box as I have nowhere to store it, they can refuse to fix my item based on this?

As thats kinda where the comments are leading.

halibut2209

Under SOGA, no. Under their warranty? Yes, if it states that items must retain the original packaging

neilmcl

halibut2209 wrote: »

Under SOGA, no. Under their warranty? Yes, if it states that items must retain the original packaging

Which is what I've tried to explain a couple of times now, seems no-one is listening.

misssarahleigh

halibut2209 wrote: »

Under SOGA, no. Under their warranty? Yes, if it states that items must retain the original packaging

But the Op's friend took the item back before 12 months was up. So refusal to accept the item for this reason was incorrect.

Now she is out of the 12 month and facing going to apple, she may need the box. Right!

I would personally argue that due to Asda's advice (in which they went against the SOGA) the Op's friend will have difficulty returning the item under warrently if the items are actually required.

Had Asda correctly advised her, the issue of the box/headphones should never have come up as there is no requirment for this. I'd be back at Asda (only because there is no apple shop near me )

halibut2209

If it's after 6 months and the OP's friend wants to use SOGA and therefore not need the box, then it is up to them to prove that the fault was inherent which is a hassle. I expect under the warranty they wouldn't have to do this BUT they would need the original packaging.

gordikin

The original box should not be an issue but what if it's the use of a dodgy set of 3rd party headphones that is or has caused the problem?