Did I do the wrong thing??

xxJudexx

Hi

So my iPhone stopped working. It couldn't find my network and then it just stopped altogether when I tried updating it.

The phone is one year and three weeks old.

I took it to apple who couldn't find what the fault was and said it would cost £130 to replace. They actually said to me that the fault could have been there for a while. They then said that I could buy their applecare insurance for £60 and replace it for that.

Should I have insisted on them providing a repair/replacement/refund for free?

My local apple store is miles away so I felt really pressured to get it done now rather than saying no to getting the replacement straight away and thinking about it. They made it sound like they were doing me a favour by only charging me £60.

Should I have gone to my network provider, 02. I did buy the phone from 02 but I have heard that customer service at apple is amazing so I assumed it would be better to go straight to them.

If I had insisted on not paying would I have had a better outcome? I feel a little cheated

unholyangel

Technically any statutory rights you had/have are with the retailer (o2 in this case). However, you would likely need to get an independent report stating the nature of the fault (ie that it was inherent and not user caused/natural wear n tear) before they would legally have to offer a repair, replacement or refund.

Since they've been unable to find the fault, a report may not have found in your favour. So perhaps the careplan may be beneficial.

DigForVictory

Remarkably, and fortunately, decisions made under pressure are sometimes the right ones. Today you were rushed but you have a working phone.
I've always had good service at Apple stores, but go there as a last resort, having thought through what my alternatives might be, tried them & it not worked.
You skipped the O2 loop, but that would have taken time and might not have got you a repaired phone for £60.

I can't see a better outcome in a short time frame, so I wouldn't go beating yourself up.