Dead ipod...what to do?

ozvaldinho

Hi,
I bought my daughter an ipod touch 4th generation in December 2011 from Amazon.

Recently it stopped working and I was unable to restore it. The Apple Store also tried it and told me it was a hardware failure.
As it was 233 days out of warranty, they quoted me £62 to repair or replace it.

Amazon say it's not their problem as it's outside the 1 year warranty.
The unit has not been damaged, dropped or jailbroken.

Any suggestions? Surely an ipod should last longer than this? Amazon are refusing to budge.

Cheers!

ozvaldinho

Dear Xxxxxx,

My name is Esther Reynolds and I represent Executive Customer Relations within Amazon.co.uk and in this capacity, your correspondence has been brought to my attention.

I am sorry to hear of the difficulty experienced with the Apple iPod touch 8GB - White - 4th Generation (Latest Model - Launched Oct 2011) received in December 2011 from your order #xxxxxxxx

The European Directive 1999/44/EC allows for a claim to be taken (under certain circumstances) for a period up to two years in accordance with European Law, and up to six years under UK law.

This does not imply that an item has a warranty of two years or six years respectively. It merely permits an individual to make a claim under certain circumstances within that time period, e.g. should a fault be proved to have been inherent in the first six months.

Amazon do not provide the warranty for this item. We do, however, cover our obligations under the relevant legislation such as the Sale of Goods Act 1979 in the UK.

You purchased your product approximately 20 months ago and, until recently, have used it successfully and reported no fault with the product. Given your satisfactory use of the product for a period of time which exceeded the manufacturer's warranty period, it is not established that the product did not conform to the contract (i.e. was defective) at the time of purchase.

Amazon.co.uk is therefore not under an obligation to offer any additional assistance in repairing or replacing your product.

Please note that the manufacturer is often in a better position than the retailer to deal with technical problems affecting their products. Therefore, should you wish to pursue this matter, we would encourage you to contact the manufacturer to see if they are able to provide you with any further assistance. They may be in a position to offer a repair service or could provide you with information on relevant charges for an out of warranty repair.

Kind regards,

Esther Reynolds
Executive Customer Relations
Amazon.co.uk
http://www.amazon.co.uk
==========================

macman

Esther, you cannot post on here as a Company Rep unless you have requested to be recognised as such by the forum, and comply with the regs. Please refer to the forum T&C's.

ozvaldinho

macman wrote: »

Esther, you cannot post on here as a Company Rep unless you have requested to be recognised as such by the forum, and comply with the regs. Please refer to the forum T&C's.

Sorry for the confusion, it was me that posted up Amazon's reply!

cookie365

Yes, when my gadgets stopped working I told my mum that I didn't drop it, honest, too

According to Amazon the price of that model is now £130, so £62 for a replacement seems a good deal. And you might find you get a better/more recent model if they no longer have stock of that one.

macman

ozvaldinho wrote: »

Sorry for the confusion, it was me that posted up Amazon's reply!

Ah, I'm with you now-I did wonder about her user name!

mathsmaster

This is exactly what Martin was discussing in this week's Consumer Team.
http://www.bbc.co.uk/podcasts/series/consumer
Your contract is with Amazon and a £150 electronic item should last longer than a year. If Amazon won't repair it, I think you will have to take them to the small claims court. I hear it's very easy.

ozvaldinho

Thanks. I've emailed them and requested the repair at their xpense, otherwise it'll have to be an LBA and small claims, I guess.

Handsome90

ozvaldinho wrote: »

Thanks. I've emailed them and requested the repair at their xpense, otherwise it'll have to be an LBA and small claims, I guess.

No point in sending letter before action unless you have evidence of the nature of the fault. You need proof that the iPod had a manufacturing fault as it's over 6 months. Therefore, you'll need an engineer's report stating that the fault is not due to misuse and was inherently faulty.

Jeff_Bridges_hair

macman wrote: »

Ah, I'm with you now-I did wonder about her user name!

Who's user name? Its quite clear that the OP posted the reply they got from Amazon CS.

What the OP will need to do is get an independent report to try and prove that the fault was inherent and then take that report to Amazon to show them as such. They will then be able to claim that back along with a repair or replacement and such.

If the report finds it to be through a user issue then the £62 seems a good deal

interstellaflyer

mathsmaster wrote: »

This is exactly what Martin was discussing in this week's Consumer Team.
http://www.bbc.co.uk/podcasts/series/consumer
Your contract is with Amazon and a £150 electronic item should last longer than a year. If Amazon won't repair it, I think you will have to take them to the small claims court. I hear it's very easy.

It did last longer than a year, read the opening post, the iPod was bought December 2011 and failed when it was 233 days out of warranty.