iphone 4 faulty on three contract

wen-tom

hi all,
wondering if anyone can help.
my hubby has an iphone 4 on three which he's had for maybe 5-6 months.
the phone has what apple say is a software fault.

he is already on his 2nd handset as the 1st had dead pixels. when he reported that issue to three they said he had to call apple directly and they replaced it.

now it has a software issue, apple say that its out of its software warranty and want £25 just to try to find out what the problem is. either that or £61 to renew the software warranty.

this seems crazy to me. surely its up to three to put this right?

thatsean

Have you tried resetting the phone using the restore option on a Mac/PC? Three legally cannot wash their hands of you, although I suspect Apple are behind this as they like to manage the experience of iPhone owners. Either way, this is baloney, try a restore to new iPhone option, after that, push 3 for a repair at their expense.

NFH

You should request Three to repair or replace your defective iPhone under Section 11N of the Supply of Goods and Services Act 1982 (not the Sale of Goods Act because your goods were supplied in conjuction with a service). Your statutory rights are against Three as the supplier; the Apple warranty is in addition to, and does not diminish, your statutory rights.

wen-tom

NFH wrote: »

You should request Three to repair or replace your defective iPhone under Section 11N of the Supply of Goods and Services Act 1982 (not the Sale of Goods Act because your goods were supplied in conjuction with a service). Your statutory rights are against Three as the supplier; the Apple warranty is in addition to, and does not diminish, your statutory rights.

thanks so much. i suspected there would be an act covering this but i couldnt find it. Will try with three!

The phone has been reset etc. its a very odd fault

WelshBluebird

Out of curiosity, what is the fault?

wen-tom

WelshBluebird wrote: »

Out of curiosity, what is the fault?

it shuts down randomly. the ringer volume doesn't work when the phone has headphones plugged in without removing the headphones and then reconnecting them..

some other random odd things have happened but I can't remember them all now.

NFH

If you go to Settings, General, About, what is the version? It should be 5.1. If not, upgrade to iOS 5.1 by plugging into a PC via iTunes (not an over-the-air update).

stephen25uk

if its only 6mnths old i would take it back to apple....software or hardware it will have 12mnths warranty...shutting down randomly is a fault

NFH

stephen25uk wrote: »

if its only 6mnths old i would take it back to apple....software or hardware it will have 12mnths warranty...shutting down randomly is a fault

The OP has already explained this above:

wen-tom wrote: »

now it has a software issue, apple say that its out of its software warranty and want £25 just to try to find out what the problem is. either that or £61 to renew the software warranty.

wen-tom

NFH wrote: »

If you go to Settings, General, About, what is the version? It should be 5.1. If not, upgrade to iOS 5.1 by plugging into a PC via iTunes (not an over-the-air update).

it's not my phone its my husbands but yes is it updated to the latest software version.

wen-tom

just an update for you. we took the phone into the three store and they refused to do anything saying that all repairs on iphones are dealt with by apple. we explained that apple only offer a 3 month software warranty which has expired but that as the phone was supplied as part of a service it is their responsibility but still got nowhere. they simply said that there is nothing they can do.

I have now emailed three customer services and am waiting for a response! I refuse to call them. I am in no way racist but i really struggle to understand the people at the mumbai call centre

lets see what they come back with!