iPad 2 - Sales of Goods Act Advice needed

Sunscream

KittyBandit wrote: »

Ive always found Apple to be really good when it comes to customer service. Speak to customer relations over the phone, say you would be happy with a like for like replacement or a credit towards a new one (however they would then take away from it the years of use)

I have IOS 8 on my 2 without a problem!

Hi Kitty, thanks for the positives

I am now in direct contact with an Apple Executive after unfortunately poor service from the Apple Store and the Genius Bar, they've now taken crash logs and will be getting back to me in at least the next 24hrs with their results etc, then hopefully we can move forward from there.

Sunscream

Well after much arguing on the phone with Apple for 3 months they have now decided that the case is closed and no longer wish to speak to me, unless it is in relation to having an Out of Warranty Service completed on my iPad 2 at a cost of £206.44, this should then repair the issue which they have now identified as a failed memory module.

I requested a copy of my case files and found the following statement

Hi Oxxxx,
I was in luck, and caught the
right people, and it had recently
been reviewed by engineering. It
seems this unit did indeed
experience a hardware failure as
Bxxxxx had indicated last month.
Engineering did determine the
component that failed, but we do
not want to share this level of
detail with customers. In any
case, the service strategy for iPad
is whole unit exchange.
This failure is one that would
have been covered if the device
had failed within warranty, and is
probably not anything that that
customer did, although drops or
other impacts could be a factor
as they could with any hardware
failure. I think we should also
bear in mind that this iPad is
3.75 years old, and while Apple
products do generally keep going
and going, unfortunately that’s
not always the case.

So they did identify a hardware fault, but they don't want to share the details . . mmmm makes you wonder why ?

They then go on to say that it would have been covered under Apples Warranty and that it's probably not anything I've done to it (though they don't rule out knocks and impacts).

What I find annoying about this statement is that they will repair the fault if its within their one year warranty, but otherwise they'll charge me £206.44 to repair it under an Out of Warranty Service.

Very annoying

PenguinJim

Sunscream wrote: »

So they did identify a hardware fault, but they don't want to share the details . . mmmm makes you wonder why ?

I doubt any company would want to share that level of technical detail with the average consumer. Especially Apple's average consumers.

It's annoying when a device fails after 3 years, but sometimes it happens. One benefit of Apple devices is that even broken ones retain some value - you might get £40+ for it on eBay, for example.

Sunscream

PenguinJim wrote: »

I doubt any company would want to share that level of technical detail with the average consumer. Especially Apple's average consumers.

It's annoying when a device fails after 3 years, but sometimes it happens. One benefit of Apple devices is that even broken ones retain some value - you might get £40+ for it on eBay, for example.

PenguinJim what's now even more annoying is finding someone posting on twitter that Apple Customer Service swap out one persons iPad 2 with no charges, yet want to charge me £206.44 not very consistent is it

Think I'll be contacting customer services again about this

AJXX

Sunscream wrote: »

PenguinJim what's now even more annoying is finding someone posting on twitter that Apple Customer Service swap out one persons iPad 2 with no charges, yet want to charge me £206.44 not very consistent is it

Think I'll be contacting customer services again about this

Just move on with your life. You claim that the 200 quid charge to replace the ipad is "annoying" yet what do you expect on something that is 2 years out of warranty.

SoGA is not a guaranteed extended warranty it is only a means to make a claim. The person on twitter likely had a completely different issue and a valid claim.

I'm sure I mentioned to you before earlier in the thread that if you claimed the issue was *caused* by a software update then that is not an inherent fault with the device is it? The issue may have been highlighted or apparent due to the software update, but was not caused by it.

Anyway, Apple have rejected the claim so just move on, as discussed it's only a claim and not a guaranteed extended warranty.

Sunscream

AJXX wrote: »

Just move on with your life. You claim that the 200 quid charge to replace the ipad is "annoying" yet what do you expect on something that is 2 years out of warranty.

SoGA is not a guaranteed extended warranty it is only a means to make a claim. The person on twitter likely had a completely different issue and a valid claim.

I'm sure I mentioned to you before earlier in the thread that if you claimed the issue was *caused* by a software update then that is not an inherent fault with the device is it? The issue may have been highlighted or apparent due to the software update, but was not caused by it.

Anyway, Apple have rejected the claim so just move on, as discussed it's only a claim and not a guaranteed extended warranty.

I'm sure you did mention that to me, however at the time of posting originally Apple Technical Support had lead me to believe it could have been caused by the iOS8 update, also if you actually read my post's you'd notice that I found from the case files, that it was actually a hardware fault that caused my iPad 2 to fail and that Apple stated internally that they would have replaced the unit under their Apple One Year Warranty and that the fault was probably not caused by myself.

With regards the other users iPad 2 I've actually spoken to him and he was kind enough to inform me that on his it was just the Home Button that had stopped working and the iPad 2 had started freezing and jarring as he put it. They swapped his out without any fuss and without any charge and his iPad 2 was just 1 day shy of being 3 years 5 months since purchase, so why shouldn't I be annoyed that Apple will quite happily swap his out for no charge, but refuse to swap my ipad 2 of the same age out unless I pay £206.44.

Surely a stand should be made for my rights as well as everyone's elses.

GreatBeyond

Sunscream wrote: »

I'm sure you did mention that to me, however at the time of posting originally Apple Technical Support had lead me to believe it could have been caused by the iOS8 update, also if you actually read my post's you'd notice that I found from the case files, that it was actually a hardware fault that caused my iPad 2 to fail and that Apple stated internally that they would have replaced the unit under their Apple One Year Warranty and that the fault was probably not caused by myself.

With regards the other users iPad 2 I've actually spoken to him and he was kind enough to inform me that on his it was just the Home Button that had stopped working and the iPad 2 had started freezing and jarring as he put it. They swapped his out without any fuss and without any charge and his iPad 2 was just 1 day shy of being 3 years 5 months since purchase, so why shouldn't I be annoyed that Apple will quite happily swap his out for no charge, but refuse to swap my ipad 2 of the same age out unless I pay £206.44.

Surely a stand should be made for my rights as well as everyone's elses.

Obviously it's impossible without have been there to say but it could simply be down to attitude.

From reading your OP you have went straight in with that you feel it should have lasted longer than 3 years and demanding to speak to a manager.

Contrary to what many think it's rare that a confrontational 'I want to speak with a manager' attitude will do anything other than get the staffs back up and remove any chance of an act of goodwill.

In one of my previous jobs more often than not I would be happy to authorise a goodwill exception for customers if it would help the situation and bring a positive resolution. If someone was making demands and especially if someone is shouting about the Sale of Goods Act the chances are there will be no act of goodwill and I would ask them to get back in touch when they had obtained a report confirming an inherent fault.

Obviously there is a time and a place for bring out the Sale of Goods Act ect with a retailer but for me it's smarter to leave it as an absolute last resort as you will still be able to make a claim under the Act but once you go down that road it's very difficult to rely on the goodwill of a retailer.

Sunscream

GreatBeyond wrote: »

Obviously it's impossible without have been there to say but it could simply be down to attitude.

From reading your OP you have went straight in with that you feel it should have lasted longer than 3 years and demanding to speak to a manager.

Contrary to what many think it's rare that a confrontational 'I want to speak with a manager' attitude will do anything other than get the staffs back up and remove any chance of an act of goodwill.

In one of my previous jobs more often than not I would be happy to authorise a goodwill exception for customers if it would help the situation and bring a positive resolution. If someone was making demands and especially if someone is shouting about the Sale of Goods Act the chances are there will be no act of goodwill and I would ask them to get back in touch when they had obtained a report confirming an inherent fault.

Obviously there is a time and a place for bring out the Sale of Goods Act ect with a retailer but for me it's smarter to leave it as an absolute last resort as you will still be able to make a claim under the Act but once you go down that road it's very difficult to rely on the goodwill of a retailer.

I agree I probably did go in a little heavy handed, but after spending the previous 2 weeks on phone calls to Apple Support staff who were to say the least wanting . . and then waiting 8-9 days for a Genius Appointment my back was probably up a little.

What made it go just that little further was the fact that no sort of diagnostics had been performed on my device, it crashed after iOS8 update so it had to be a hardware fault apparently and that was it, they had no further interest.

The reason I asked to speak to a Manager was because the Genius was in no way helping, he was just following off a predetermined script of what to do and if that didn't happen what to say or do next, in my case tell me its a hardware fault, which ultimately it turns out it was, though this was only confirmed after 2-3 submissions of the crash logs after 2 more update attempts and even on one of the initial attempts to re-install they said it was actually a software issue.

With regards the Sales of Goods Act, I didn't actually bring this into play until about a 1-2 weeks later and after about 10 telephone calls and numerous emails with one of their EMEIA's in Ireland.

The most annoying thing about Apple is that they will not communicate any issues via email, you have to ring them and unless you have any forms of recording conversations, you have no real evidence of what they've said to you.

Unfortunately for me I'm one of these tiger between the teeth sorts . .

PenguinJim

Sunscream wrote: »

The most annoying thing about Apple is that they will not communicate any issues via email, you have to ring them and unless you have any forms of recording conversations, you have no real evidence of what they've said to you.

There's an app for that. (sorry!)

Do bear in mind that you have to notify them that the call is being recorded. (Although there are tricksy ways to do this, if you're so inclined... )

Sunscream

PenguinJim wrote: »

There's an app for that. (sorry!)

No need to apologise I needed a smile today