iPhone warranty whinge

PRSman

Last week my 14 month old iPhone 4S developed a fault whereby the on/off switch no longer operated so I was unable to either turn off the phone or reboot it. I originally purchased the phone from the Apple Store, Trafford Centre on a 2 year contract with Vodafone.

I made a Genius Bar appointment and was told that as the item is now out of warranty that the only solution would be to purchase a new phone for £130+ or compromise by using an accessibility feature. I felt that this was unsatisfactory for a phone a few weeks out of warranty.

I don't think it's unreasonable for the phone to last at least the length of the contract, preferably longer. The staff at the store were just repeating the company line that it only has a 12 month warranty and, basically, it was tough luck and they were not going to replace it. Mention of the Sale of Goods Act, 2 year EU warranties on consumer goods etc fell on deaf ears.

Anyway, one strongly worded, snotty email to the senior manager at the store and I was invited to call in and pick up my new phone. What annoys me most is while I was in the store waiting for my Genius Bar appointment I could hear the same spiel being handed out to other customers; you've got 12 months and that's it. They feel under no obligation to look after customers.

In my email I reminded the manager of the £1000s I've spent with them over the years and where they were once an innovative company they are now just another player in a very competitive and fickle market.

What exactly is my position because even when I was picking up my phone they were maintaining that they were right and I was wrong? They agreed to my new phone saying it was easier to replace the phone than argue with a customer. To say I'm annoyed with Apple is an understatement. I'm already considering a future upgrade to Samsung.

paddyrg

The 2 year EU warranty is a red herring, but I do agree phones should have warranties in line with the contract they're sold with.

As such, I suggest you try HTC or Samsung next time (both do some awesome phones) who both offer free 2 year warranties on all phones.

DCFC79

My current phone is a Sammy and is now 18 months old and still going strong, prev phone was HTC desire and had that for 2 years and still working, am also considering either a Sammy or a HTC as the next phone purely on what I've experienced.

SuperHan

They were right and you were wrong.

You are covered under the Sales of Goods Act, but after 6 months of ownership, the onus is on you to prove the fault is inherent. Before offering a remedy, Apple are within their rights to demand that you get an independent report stating the fault is inherent, and then they can offer to refund (partially), repair or replace.

The "2 Year EU Warranty" doesn't apply in this country, the Sales of Goods Act is a more beneficial law for the consumer, so trumps this "warranty".

So the fact you got a new phone is an example of Apple's above and beyond customer service.

Sometimes, it really bugs me that people think they win and they were right because they have huffed and puffed and eventually got what they wanted. This happens a lot in the Apple store - there is very little appreciation for instances when they do more than the law prescribes. So be grateful you got your new phone without having to pay for a report first!

elainestev

I had the same problem. however the decision stood not to replace so im left with a faulty iphone with 11 months contract left. so well done to u for getting somewhere. whats the email address u sent an email off to cause I may chance my luck with them now

PRSman

SuperHen, I most certainly did not huff and puff and I take offence at that. I can only assume you work for Apple or know someone who does. I entered into a 2 year contract with Apple and under the Sale of Goods Act it is not unreasonable to expect a product, in this case a phone, to last the minimum period of the contract. If it breaks without being misused then I think there is a case to answer; refer to the SADFART pneumonic. As for 'above and beyond customer service', I have yet to see evidence of this. Yes, they employ über trendy, friendly staff but when there is a problem they don't really want to know. I have spent £1,000s over the years with them so feel I know their products pretty well.

EU consumer law does cover the UK; the clue is in the title. Apple know this which is why they have recently and subtly changed the wording in their warranty. Have a read of this;

As a new user on this site I'm unable to post links, however if you look at www dot pcpro dot co dot uk there is a news article on 'EU probes Apple warranties but why nobody else's"


After reading this are you still arguing the Sale Of Goods Act trumps this and Apple are behaving properly?

halibut2209

As a new user, you should be aware that if you disagree with someone, and then accuse them of working for said company, you lose all credibility.

PRSman

Point taken. I shouldn't have done it but I was annoyed at the condescending tone of the reply. I'm just not prepared to be fobbed off.

wealdroam

PRSman wrote: »

EU consumer law does cover the UK; the clue is in the title. Apple know this which is why they have recently and subtly changed the wording in their warranty. Have a read of this;

As a new user on this site I'm unable to post links, however if you look at www dot pcpro dot co dot uk there is a news article on 'EU probes Apple warranties but why nobody else's"

After reading this are you still arguing the Sale Of Goods Act trumps this and Apple are behaving properly?

I'll assume this is the article you mention...
http://www.pcpro.co.uk/news/377269/eu-probes-apples-warranties-but-why-nobody-else-s

Did you read this part of that article...

How the law works in the UK


Clare Francis, commercial law expert at Pinsent Masons, explains: "For the first six months it is for the retailer to prove that the defect did not exist on delivery. After that period the burden shifts to the consumer to prove that the defect did exist on delivery. A consumer in England would have six years to bring the claim (five years in Scotland). This does not mean it is a six-year warranty, simply that the claim must be brought within that period. The warranty is only effective at the date of delivery.

That EU directive gives you the right to claim for a remedy from the retailer for up to two years.
Clearly the UK's legislation is better than that.

And no, I don't work for Apple either.

custardy

PRSman wrote: »

Point taken. I shouldn't have done it but I was annoyed at the condescending tone of the reply. I'm just not prepared to be fobbed off.

Then you should have given your money to a company that gives a 2 year warranty without a fight

PRSman

I totally agree and can only apologise if my tone was a bit 'off'. I'm a nice person really. It just grates when you've been a loyal customer but feel you are being brushed aside.

The article linked is the correct one. However, how can any consumer prove that, after the six month period, that a product was faulty at the time of purchase? I would see this as a loophole that could be exploited by a retailer to wriggle out of their obligations. Maybe my recent experiences have made my cynical?