Consumer rights - repairs

briskly_2

I'd be very grateful if someone could help over consumer rights with regard to repair work. 2 weeks ago I sent my 3 year-old ipod, which was working fine except that the battery only lasted about 50% of the time it used to when new -to a so-called repair specialist to have the battery replaced. It was returned with a battery which wouldn't hold charge for more than a few hours (When switched off just after a 100% charge at 11.00 at night it was compeletely dead by 6.00 the next morning). I sent it back the very next day and the firm are now saying

1. The new battery they put in is fine, so their repair warranty doesn't apply
2. That there is a fault the logic board
3. That I'll have to pay them £7 to get the (now useless) ipod back.

As I see it they have damaged the ipod during their repair. What rights do I have? Can I insist that they fix it or replace it with another?

railbuff

so as you stated

the battery only lasted about 50% of the time it used to when new -to a so-called repair specialist to have the battery replaced

.

so they replaced the battery at your request, so they carried out your instructions.
so now they say nothing wrong with new battery but the logic board is faulty. have you not thought that it may have been the logic board issue that caused the original battery to lose it charge, which is doing the same with the new battery.
so may not have been a battery issue in the first place.

briskly_2

No - the old battery lasted for a few weeks - or more if switched off. The Apple spec. states that the battery loses about 50% of its capacity in 3 years, which is what I found in use. The new battery died in a few hours even with the unit completely switched off.

railbuff

briskly wrote: »

No - the old battery lasted for a few weeks - or more if switched off. The Apple spec. states that the battery loses about 50% of its capacity in 3 years, which is what I found in use. The new battery died in a few hours even with the unit completely switched off.

is the new batt a branded batt or a compatable.

mattyprice4004

Easy - they've put a cheap dodgy battery in. Some cheapies are fine, but some awful.

Ask them to either return it FOC or put a decent battery in.

briskly_2

Thanks. I had to pay in advance for the battery replacement on a debit card - can I insist that they refund? Also, can I force them to pay back the two lots of postage? They are very unhelpful whenever I call them. What happens if they just refuse?

briskly_2

railbuff wrote: »

is the new batt a branded batt or a compatable.

I don't know! They do say on their site that they are using original parts, but it sounds more and more like a dodgy - probably compatible battery. But I've heard that even some of the branded batteries are awful. It seems a major current leak/discharge to lose all charge in 7 hours - around 100ma I would think.

briskly_2

mattyprice4004 wrote: »

Easy - they've put a cheap dodgy battery in. Some cheapies are fine, but some awful.

Ask them to either return it FOC or put a decent battery in.

I have asked for them to do either of these and they refuse - all they will do is send the ipod back with the dodgy battery and onlythen if I pay them another £7. I've never dealt with a more difficult, unhelpful set of people. They agree one thing on the phone and then send a contradictory e-mail. They never return calls. I've seen a number of complaints about them damaging ipods sent in and I'm convinced they have ruined mine.

Question is, should I pay the £7 to get it back and then start proceedings? What can I do to get my money back (£38 including the £7) and compensation for the damaged ipod? A small claim seems to cost £175 -more than the ipod is worth.

Here is their latest e-mail - they refuse to accept that the new battery they sent back originally lost all charge overnight and claim it is working properly despite not having properly tested it - they just talk nonsense on the phone.

e-mail:,


Further to our telephone conversation, I am writing to you to inform you that we have completed the warranty assessment of your device, iPod Touch 2nd Generation, sent to our repair centre for Battery replacement.

We confirm and stand by our original decision, that our part (Battery) is working properly, which was also on your request, tested twice.
Based on the warranty assessment results your warranty claim has been declined.
£7 administration fee applies (please see Terms and Conditions: http://www.iphonespecialist.co.uk/iphonespecialist_terms.php )
Please go to your account at www.iphonespecialist.co.uk, click on My Orders (open the existing order number), and Pay Now button and make oustanding payment to enable us return your device as soon as possible.

We are more than happy to perform full diagnosis of your iPod Touch 2nd Gen, and undertake further tests with full technical report, as requested by yourself over the phone, however this service will be payable, and the cost is £50.


Grateful for any help!

arcon5

Small claims will cost about £35 filing fee + £60 hearing fee (if it got that far) and added to the cost of the claim.

briskly_2

arcon5 wrote: »

Small claims will cost about £35 filing fee + £60 hearing fee (if it got that far) and added to the cost of the claim.

Thanks - is that for what they refer to as a money claim? I'm a bit confused by the fees.

What worries me is that the firm don't seem the slightest bit bit bothered by any threat of legal action - and I don't think it is due to ignorance but just down to knowing they can, or proabably are all the time, gettng away with it. It seems that the old days of Trading Standards teams have gone.