Apple Customer Services Contact

Jon_Genge

Hey All,

New to the forum, but felt compelled to write after being hugely dissatisfied with the service from an Apple store in Bristol.

My iPad screen has failed (diagnosis from 2 Apple stores) after only 16 months, but as it out of the 12 month warranty the original selling store do not want to know. Both stores I have been to have said repair is not possible and a replacement iPad will cost nearly £300.

Has anyone had any joy claiming from Apple after the 12 month warranty period, if so, please could send me the details of anyone you found helpful?

As well as SOGA I understand there is also an EU directive which state electronic goods should last at least 5 years?

I am completely devastated about being left with a £600 tea tray!!

Thanks,

Jon

bod1467

The "secret EU law" is superseded by SOGA, as SOGA offers greater consumer protection. (Although SOGA (or is it DSR?) may be amended per the directive to clarify certain time-critical elements).

You need to get an independent report (or an Apple report) in writing that confirms that the fault is inherent (present at the point of sale but materialised later). You then present this to Apple (actually to your original retailer if it wasn't Apple direct) and demand a remedy under SOGA. Retailer can then choose the remedy (repair, replace, refund, their choice).

If they decide to refund then they can take account of usage/depreciation, so you won't get back all that you paid. After 16 months usage I would expect at least 30% reduction from the original price, so if you paid £600 I'd expect them to offer no more than £400 refund (plus the cost of the report).

As it stands it sounds like they are offering £300 refund on the basis of a part-exchange - assuming the Ipad is £600 then they've offered a 50% refund. This sounds low IMHO. If you still want an Ipad then I'd counter-offer £150 plus the duff one for a new one.

Equaliser123

bod1467 wrote: »

As it stands it sounds like they are offering £300 refund on the basis of a part-exchange - assuming the Ipad is £600 then they've offered a 50% refund. This sounds low IMHO. If you still want an Ipad then I'd counter-offer £150 plus the duff one for a new one.

I don't think the OP has had an offer at all. OP says that they don't want to know.

I think the reference to £300 is to a replacement Ipad (original).

bod1467

Jon_Genge wrote: »

Both stores I have been to have said repair is not possible and a replacement iPad will cost nearly £300.

I read the quoted part differently. OP needs to clarify exactly what was said/offered.

Jon_Genge

Hi Ian - thanks for your swift response.

Both stores have said the item appears in excellent condition and shows no sign of abuse or neglect and they would replace it if (hypothetically) it was still under warranty. Also, within 5 minutes of looking at the iPad the guy said it appears the screen has 'failed' - not "broken" or "been damaged".

I understand that the device is designed to be a sealed unit and any attempt to take it apart would effectively destroy it - therefore any inspection by an independent third party would render it void of any possible refund or replacement anyway - naturally, if it was to be inspected by Apple themselves I can guess what their findings would be!!

By using the word 'failed' and stating that it would otherwise be replaced under warranty, aren't they in some way admitting that there must have been an inherent fault?

Jon_Genge

Equaliser123 wrote: »

I don't think the OP has had an offer at all. OP says that they don't want to know.

I think the reference to £300 is to a replacement Ipad (original).

Apologies - was trying to keep my first post as brief as possible! - Both stores have said that a repair is not possible, so they can only offer a replacement unit at a discounted price of nearly £300. The store did last night offer a further reduction of 25% on this amount.

If I had purchased the item from an independent retailer such as John Lewis or Argos I am certain it would have been replaced with very little hassle - it seems I am worse off for actually using an Apple store.

somethingcorporate

Where did you buy it from? your issue is with them regardless of how old it is.

Jon_Genge

It was purchased from the Apple store at Cribbs Causeway in Bristol - as i said, it seems I am actually worse off for effectively dealing directly with Apple rather than AN other store.:(

visidigi

Jon_Genge wrote: »

It was purchased from the Apple store at Cribbs Causeway in Bristol - as i said, it seems I am actually worse off for effectively dealing directly with Apple rather than AN other store.:(

Not really, the same process would need to be followed.

As its out of warranty and over 6 months you need an engineers report to be able to lodge a SoGA claim against the apple store, the problem there arises in the fact like you say you cant open the device - are you able, to get the apple store to put in writing what their findings are....?

If you can do that BEFORE you mention SoGA this would be, if written by a 'genius' a good enough report of proof.

Its important you get that 'failed' word in the report though...

tomwakefield

The shop is allowed to offer a partial refund in view of the fact you have had 16 months use you have had out of it.

As I understand it, the best you've been offered is a new iPad for £225 (£300 less a further 25% discount) which (assuming a straight line depreciation) means they reckon a lifespan of 3 years 7 months, although probably more realistically ~4 years as they depreciate quicker in the first year.

So is 3 years 7 months a reasonable expected lifespan for a £600 computer?

bod1467

If it is indeed a new Ipad2 for £225 then that seems reasonable IMHO.