My iPad is broken in under 20 months - can I get more than a partial refund/exchange?

oscarmike

I was bought an iPad as a present 22 months ago and it mysteriously stopped working.

I booked an appointment at the Apple Store in Regents Street, London and they said that they couldn't do more than an external check to work out the problem (it is sealed), so they could offer me a replacement for £199.

They trotted out the usual thing about only offering a year's warranty blah blah.

Having had a look at SOGA (and the EU 2 year warranty), can I expect more than a partial refund based on the product's life expectancy?

bod1467

Technically YOU can expect nothing at all ... unless you have a gift receipt. YOU didn't purchase the Ipad so the only consumer rights are held by the person who did.

With that technicality out of the way, £199 for a new (actually refurbished) Ipad sounds OK after 22 months - depending on which model we're talking about.

wealdroam

oscarmike wrote: »

Having had a look at SOGA (and the EU 2 year warranty), can I expect more than a partial refund based on the product's life expectancy?

I too have had a look at those documents.

I came to the conclusion that no you could not expect more than a partial refund based on the product's life expectancy.

What remedy are you hoping for?

ThumbRemote

How much was it originally, and how much discount are they giving off a new one?

gregg1

oscarmike wrote: »

I was bought an iPad as a present 22 months ago and it mysteriously stopped working.

I booked an appointment at the Apple Store in Regents Street, London and they said that they couldn't do more than an external check to work out the problem (it is sealed), so they could offer me a replacement for £199.

They trotted out the usual thing about only offering a year's warranty blah blah.

Having had a look at SOGA (and the EU 2 year warranty), can I expect more than a partial refund based on the product's life expectancy?

That doesn't sound a bad deal to me. My daughter's Ipad stopped working an hour after she was given it as a gift and, on returning it the next day they wanted to give her a reconditioned unit (which we refused)!

Fosterdog

Was it originally bought from Apple? If not you have no right to any remedy at all from them and would have to take it up with the retailer.

unholyangel

oscarmike wrote: »

Having had a look at SOGA (and the EU 2 year warranty), can I expect more than a partial refund based on the product's life expectancy?

If you're referring to the EU directive, there is no such thing as the EU 2 year warranty.

In that directive, the section you are referring to is for how long you can have a claim against the retailer for inherently faulty goods. In England, you have 6 years from purchase (in Scotland you have 5 years from discovery of the fault). That doesnt of course mean that all goods should last that long though. Just as the 2 year period in the directive doesnt mean that all goods should last a minimum of 2 years.

Directives are binding on the state but not upon citizens (basically the state/gov can decide how to implement the directive as long as they achieve the desired effect). Where european regulations are binding on a citizen level. The UK didnt adopt the 2 year rule because our laws already afforded us more than the 2 years.

oscarmike

...for advice/tips everyone.

To answer one of the question, to me, under the SOGA, I should expect either a new product or maybe put £50 in or something, based on the expected lifespan of the product. Part of the problem is that they won't/can't investigate the problem, so I can't prove whether it was a component that should be expected to last much more than two years (e.g. a battery).

It sounds like my case is pretty weak, so I think I'll just have to suck it up.

All pretty annoying, given I've totted up that I've spent about five grand on Apple products over the years (sure lots of people spend more, I know), so it leaves a sour taste. Certainly won't be quite so keen to upgrade to the new iPhone...

Jakg

oscarmike wrote: »

To answer one of the question, to me, under the SOGA, I should expect either a new product or maybe put £50 in or something, based on the expected lifespan of the product.

£50 for 22 months ownership means you value it at £27 a year. This means you think a £399 iPad should be expected to last over 14 years.

Using Apple's £199 figure, the value is placed at £108 a year. This means the same £399 iPad is expected to last nearly 4 years.

I think Apple's figures sound much more realistic.

unholyangel

oscarmike wrote: »

To answer one of the question, to me, under the SOGA, I should expect either a new product or maybe put £50 in or something, based on the expected lifespan of the product. Part of the problem is that they won't/can't investigate the problem, so I can't prove whether it was a component that should be expected to last much more than two years (e.g. a battery).

But that would be a betterment as currently, you have a used ipad.

Its not up to them to investigate. After 6 months, the burden of proof lies with you (the consumer) to prove that the fault was inherent. This is usually done via independent report (the cost of which is refundable if found in your favour) but personally, I dont feel like it would be worth it. A 4-5 year lifespan is certainly more reasonable and with technology....the reduction in refund isnt always linear. Sometimes 40% value can be lost in the first year because technology goes out of date quicker with upgrades.

With that in mind, their offer is actually pretty reasonable - especially since they dont know whether its an inherent fault or caused via wear & tear or misuse.

You could always try haggling with them a little, even another £50.

bod1467

bod1467 wrote: »

depending on which model we're talking about.

You didn't answer that (implied) question. Which model is your Ipad? Which model are they offering for £199?