FAULTY iPHONE 5

mature_student84

Hi can anyone help on this one?

I bought an iPhone 5 with Orange in September 2012. Up to now it has been fine but recently I have been having problems with charging. Its not the charger itself as I have replaced this and the problem still exists.

I contacted Orange as they were the retailer and as I understood it the 12 month warranty lies with them and not the manufacturer. Orange have told me I MUST take it to my nearest Apple store which is 40 miles away. They informed me that they are not responsible for faulty iPhones and that they are governed by Apple and Apple will take full responsibility for the first 12 months and after that I would need to purchase insurance.

Is this correct? This does not seem fair that I bought the phone directly from Orange not Apple and so they are the retailer. Is it feasible that I should have to make an 80 mile round trip at my own expense to fix a phone that is not fit for the purpose sold and still within its 12 month warranty?
Do I have any rights or are Orange completely in the right here?

gjchester

mature_student84 wrote: »

I contacted Orange as they were the retailer and as I understood it the 12 month warranty lies with them and not the manufacturer. Orange have told me I MUST take it to my nearest Apple store which is 40 miles away. They informed me that they are not responsible for faulty iPhones and that they are governed by Apple and Apple will take full responsibility for the first 12 months and after that I would need to purchase insurance.

Is this correct? This does not seem fair that I bought the phone directly from Orange not Apple and so they are the retailer. Is it feasible that I should have to make an 80 mile round trip at my own expense to fix a phone that is not fit for the purpose sold and still within its 12 month warranty?
Do I have any rights or are Orange completely in the right here?

Not really, Orange may not do the actual repair, but they are responsible, however while Orange can be asked to do it they'll simply register it on line and send it to Apple adding a few days to the process. You may as well do it yourself and shave a few days off the repair time as Apple do a mail in service you can use.

Only advantage to the walk in service in store is you won't be without the phone for a few days.

grumbler

mature_student84 wrote: »

...I understood it the 12 month warranty lies with them and not the manufacturer.

The warranty lies with Apple, not Orange. Orange's obligations under SoGA are not limited by 12 months.

Orange have told me I MUST take it to my nearest Apple store which is 40 miles away. They informed me that they are not responsible for faulty iPhones and that they are governed by Apple and Apple will take full responsibility for the first 12 months and after that I would need to purchase insurance.

Typical fobbing off. Even worse, if you deal with Apple directly this is likely to void all Orange's obligations in the future.

Is this correct?

This is lie.

Do I have any rights or are Orange completely in the right here?

See MSE article: Consumer Rights Armour

Buzby

To be honest, I wouldn't want O anywhere near my iPhone - so irrespective of 'responsibility' I'd always go with the most professional solution!

Jon_01

While Orange are technically the one's to sort this, if you make an appointment at an Apple store they'll swap the phone out there and then.

You could argue with Orange for a couple of weeks and then wait while they pick it up and send to it Apple... And after a month you'll get the same replacement phone that a store would have given you over the counter.

I know which I'd do (and have done in the past).

Kingsd316

Why travel, you can get the phone replaced via the postal system if its faulty, start here

https://expresslane.apple.com/ServiceOptionAction.action

Can click send in for service option

mature_student84

gjchester wrote: »

Not really, Orange may not do the actual repair, but they are responsible, however while Orange can be asked to do it they'll simply register it on line and send it to Apple adding a few days to the process. You may as well do it yourself and shave a few days off the repair time as Apple do a mail in service you can use.

Only advantage to the walk in service in store is you won't be without the phone for a few days.

I can accept that Orange will not repair it themselves but what I cant accept is why I have to take it in for repair myself, traveling 80 miles in total. Iv spoken to a manager in Orange today and they still insist they are not responsible. Apparently it is some clause in my terms and conditions

mature_student84

Kingsd316 wrote: »

Why travel, you can get the phone replaced via the postal system if its faulty, start here



Can click send in for service option

Because I haven't got a spare phone in the mean time and I need my phone for work use (which I appreciate is not the fault of the retailer)

mature_student84

Jon_01 wrote: »

While Orange are technically the one's to sort this, if you make an appointment at an Apple store they'll swap the phone out there and then.

You could argue with Orange for a couple of weeks and then wait while they pick it up and send to it Apple... And after a month you'll get the same replacement phone that a store would have given you over the counter.

I know which I'd do (and have done in the past).

Orange still insist today that after 14 days they are not responsible for iPhones and I must take it to Apple. Whilst I do not have a problem with that, my nearest store is 40 miles away which means an 80 miles round journey at my expense. Iv asked Orange to cover the cost but they say they will not as its not their fault the phone is faulty.

mature_student84

Buzby wrote: »

To be honest, I wouldn't want O anywhere near my iPhone - so irrespective of 'responsibility' I'd always go with the most professional solution!

Thats not the argument though. Im happy for anyone they insist to fix it, but im not happy for this to be at my expense. They say I must travel 80 miles in total to my nearest Apple store and will not fund the travel costs

Jon_01

mature_student84 wrote: »

Because I haven't got a spare phone in the mean time and I need my phone for work use (which I appreciate is not the fault of the retailer)

If you don't have a spare phone, then surely going to Apple is your only recourse. Orange aren't going to give you a 'loner' phone while your phone is away.