Returned iPhone to seller for repair & still problems.

Nine_Lives

A reply from the seller today:

"We have received your phone today,the plan was to send you another one but the phone you send to us have to many scratches so we decided to repair the same phone and send it back to you is that ok with you .thanks.As you know the guaranty does not cover the cosmetic damage.thanks again"

First off my sister isn't here so i can't ask her, but i'm sure she mentioned scratches on it when received (i could be wrong here - i'll need to ask), so...

Question 1: Is it down to my sister to prove the phone was received with scratches (impossible) or is it down to the seller to prove the phone was sent unscratched (possible .... if they take a photo of ANOTHER iPhone in new condition).

Anyway, moving on to the issue....

My sister is concerned about a repair. Her only experience of this is friends who have taken their iPhones to the phone repair shops you'll see in any town. Their experiences turned sour when their phone was returned with 1 problem fixed, but all manner of problems replacing it.
Those who mentioned having their iPhones opened up --- again, all manner of issues when received back ... AND the phone not put back together very well.

So this is the concern my sister now has.

Right now my sister has 2 obvious options ....

1) Accept a repair & hope for the best
2) Don't accept the repair & just tell them to return the phone ... making this whole exercise pointless.


Are there any other options she's entitled to?

If this problem can easily be repaired without bringing other problems, then she's happy, but only if it's repaired without other issues occurring.

Nine_Lives

As the last thread title didn't really apply any more due to things moving on since then, i'll put this here...

The seller said return the iPhone for an exchange. They're now saying they'll only repair it. Here's my post from the other thread...

K_P83 wrote: »

A reply from the seller today:

"We have received your phone today,the plan was to send you another one but the phone you send to us have to many scratches so we decided to repair the same phone and send it back to you is that ok with you .thanks.As you know the guaranty does not cover the cosmetic damage.thanks again"

First off my sister isn't here so i can't ask her, but i'm sure she mentioned scratches on it when received (i could be wrong here - i'll need to ask), so...

Question 1: Is it down to my sister to prove the phone was received with scratches (impossible) or is it down to the seller to prove the phone was sent unscratched (possible .... if they take a photo of ANOTHER iPhone in new condition).

Anyway, moving on to the issue....

My sister is concerned about a repair. Her only experience of this is friends who have taken their iPhones to the phone repair shops you'll see in any town. Their experiences turned sour when their phone was returned with 1 problem fixed, but all manner of problems replacing it.
Those who mentioned having their iPhones opened up --- again, all manner of issues when received back ... AND the phone not put back together very well.

So this is the concern my sister now has.

Right now my sister has 2 obvious options ....

1) Accept a repair & hope for the best
2) Don't accept the repair & just tell them to return the phone ... making this whole exercise pointless.


Are there any other options she's entitled to?

If this problem can easily be repaired without bringing other problems, then she's happy, but only if it's repaired without other issues occurring.

wealdroam

And in case anyone is interested, here is the older thread referred to above...

https://forums.moneysavingexpert.com/discussion/3791455

OP, you do know you can edit the thread title, don't you?

Now, back to your problem...

If the device is significantly more worn since the sale, then of course the retailer is right not to replace it with a new one.

I think the retailer is right, until you can confirm that the item arrived with you (your sister) in the condition it is in now.

Nine_Lives

wealdroam wrote: »

OP, you do know you can edit the thread title, don't you?

I thought this only edited it within the thread & not out there on the main forum? That's how editing titles on other message boards has worked in the past. Didn't know that.

If the device is significantly more worn since the sale, then of course the retailer is right not to replace it with a new one.

I think the retailer is right, until you can confirm that the item arrived with you (your sister) in the condition it is in now.

At this moment i can't say either way. My sister is out so i'll need to check with her when she gets back. Either way, i'm getting the impression that it's down to my sister to prove the condition was scratched & not for the seller to prove that it wasn't?


Assuming she then is forced into saying go ahead & repair the phone ..... question remains --- what if it comes back & there are other faults with it?

You can't keep sending it back & forth at £7 a time. It will add up to a new phone.

The reason i'm asking about a scenario that hasn't yet happened, is because she's said she's had friends who have taken their iPhones to local stores for the exact same problem & they've come back with more issues, or not put back together properly.

Flyboy152

The retailer can do as they have done I'm afraid. You never know the repair might fix the problem and it will okay forever.

wealdroam

K_P83 wrote: »

You can't keep sending it back & forth at £7 a time. It will add up to a new phone.

Correct. And you shouldn't.

Under Sale of Goods Act it is the seller's responsibility to cover those costs...

(2)If the buyer requires the seller to repair or replace the goods, the seller must—
(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

Nine_Lives

Flyboy152 wrote: »

The retailer can do as they have done I'm afraid. You never know the repair might fix the problem and it will okay forever.

And the repair may not.

If it does, then great, no problem.
If it doesn't then i'll have to come back here & find out what next ... UNLESS ... i ask "what if" NOW (which is what i am doing).

wealdroam wrote: »

Correct. And you shouldn't.

Under Sale of Goods Act it is the seller's responsibility to cover those costs...

Thanks again.

Does that then mean that they should bear the £7.00 fee that has just been paid? Or is that more about if you're going back & forth?

From that, i take they should cover the £7.00 fee paid to return the other day, but i don't want to email them telling them this if i'm wrong.

And playing what if again .... emailing them telling them they owe £7.00 postage for them to say ok then, repair the phone & then knacker it even more, where we'll be playing hot potato with the damn phone.

wealdroam

I think you need to forget all this 'what if' stuff.

You cannot live your life on that basis, nor can you expect the retailer to run their business in that way.

If they repair the thing then you can expect them to do the job properly.

Of course, if it goes wrong again, then you will have to address that issue then.

Nine_Lives

So what of the postage that was paid on Tuesday or whatever day it was returned?

Based on the link provided, should she expect this to be refunded, or not?

wealdroam

K_P83 wrote: »

So what of the postage that was paid on Tuesday or whatever day it was returned?

Based on the link provided, should she expect this to be refunded, or not?

Well you can read what I quoted as well as I can.

I would guess that you sister cannot expect her postage costs to be refunded unless she specifically asks for it.
But that is only my opinion.