Apple update ruined phone

Gemgem88

Hello I am new here so I hope I'm asking in the right place!
Basically my dad had an iPhone 5s on O2 contract and had been quite happily using it until the recent ios 9 software update! His phone gave up and has been useless ever since. He has been to Leeds to speak with Apple and they had a look and said there is nothing they can do to fix it,said they would send a letter in the post confirming it was their fault and offered a small discount on another phone (which he refused)

He has been in touch with O2 and they are saying as he is in a contract there is nothing they can do. So he's paying a silly amount of money each month for a phone that's dead in a drawer! He doesn't know what to do and he is pretty gutted that no-one will help.

Is there anything my dad can do? Or had anyone been in this situation? Thanks.

GwylimT

Restore to factory settings, then he can choose not to download the new operating system which is widely publicised as having problems.

Gemgem88

Hello thanks for your reply,the phone won't turn on and even apple aren't able to fix it the phone is a gonner! I was wondering if there was anything he can do about the fact he is paying for a useless phone!

grumbler

MSE article: Consumer Rights

O2 have obligations under SoGA and, if Apple's letter can be used as a proof that it's Apple's fault, not a result of user-inflicted damage, O2 have to repair or replace the phone (or to refund its adjusted cost).

Gemgem88

Thank you,I will tell him to give them another ring.

Rev

Sorry but something isn't right there.

If Apple do one thing right it's customer service. There's no way you would take an iPhone back to Apple. Have them say yes sorry it's our fault your phone is no longer working and then not fix or replace it. That's just not how they work.

I would suggest another trip to the apple shop. Perhaps go with your father as if Apple have said its their fault then it's up to them to replace it fix the handset.

At the very least they'd have offered to replace it out of warranty at a cost not offered a small discount on another handset.

I assume the phone is less then two years old as it's still in contract?

grumbler

Rev wrote: »

That's just not how they work.

Really? Even after their pathetic one-year warranty expires?

That said, some customers do get lucky, but I think this is an exception rather than a rule.

I would suggest another trip to the apple shop. Perhaps go with your father as if Apple have said its their fault then it's up to them to replace it fix the handset.

Yeah, keep travelling until you are lucky to get to a person in exceptionally good mood.

At the very least they'd have offered to replace it out of warranty at a cost not offered a small discount on another handset.

The cost of replacement is pretty high, so many people can see this as a pretty small discount for buying a refurbished handset.

I assume the phone is less then two years old as it's still in contract?

What difference does this make?

Rev

grumbler wrote: »

Really? Even after their pathetic one-year warranty expires?

That said, some customers do get lucky, but I think this is an exception rather than a rule.

Yeah, keep travelling until you are lucky to get to a person in exceptionally good mood.

The cost of replacement is pretty high, so many people can see this as a pretty small discount for buying a refurbished handset.
What difference does this make?

Yeah because a trip to the shop to possibly save having to buy a new phone is just far too much effort. At the very least call their helpline and explain the situation. Stressing that since they've admitted fault surely it's on them to replace or fix it.


They replaced my 4s when I software update borked it. It was out of 'warranty'


They replaced my iPad 3 when the battery failed, it was 21 months old. Again, out of warranty.


Have I just stumbled across someone in an incredibly good mood each time? Wow I have great luck.


It even says on apples site that whilst they 'officially' offer a one year warranty they do also note that they have to abide by the sog acts.


My cousin when buying her 6 last year was told the official line is 12 months but they will cover you for two years.


I didn't say the cost of replacement wasn't high. I said at the very least that's what they'd offer. Not 'a small discount on a new handset'.


You're clearly not an apple fan. Great for you. But the OP is asking or help with an apple product. If you have nothing to add to that other than to slate Apple why bother posting? In what way is that helpful?

reddwarf2002

grumbler wrote: »

What difference does this make?

They would stand a better chance of success under the SOGA as it would be reasonable to expect a phone to last as long as the contract (minimum term). If pressed I would think that O2 would reluctantly agree to fix/replace.

grumbler

reddwarf2002 wrote: »

They would stand a better chance of success under the SOGA as it would be reasonable to expect a phone to last as long as the contract (minimum term). If pressed I would think that O2 would reluctantly agree to fix/replace.

Yes, but SoGA was not the topic of Rev's post.

grumbler

Rev wrote: »

Yeah because a trip to the shop to possibly save having to buy a new phone is just far too much effort.

You say this like all people have Apple stores nearby.
" been to Leeds to speak with Apple " - this indicates that the owner had to travel to Leeds to visit the store.

At the very least call their helpline and explain the situation. Stressing that since they've admitted fault surely it's on them to replace or fix it.

How come - if the warranty expired?!

They replaced my 4s when I software update borked it. It was out of 'warranty'

They replaced my iPad 3 when the battery failed, it was 21 months old. Again, out of warranty.

Yes, that's what I meant by 'lucky' and 'exception rather than rule'. Especially for a battery that normally has a separate shorter warranty.

No way "surely it's on them".

Have I just stumbled across someone in an incredibly good mood each time? Wow I have great luck.

Yes. What's the warranty for then if they apparently ignore it?

It even says on apples site that whilst they 'officially' offer a one year warranty they do also note that they have to abide by the sog acts.

Only for phones/tablets bought from them directly, not from O2 in which case it's O2 who has to abide.

My cousin when buying her 6 last year was told the official line is 12 months but they will cover you for two years.

Hardly a surprise if it was Apple who said this and who your cousin was buying from.

I didn't say the cost of replacement wasn't high. I said at the very least that's what they'd offer. Not 'a small discount on a new handset'.

The OP said "a small discount on another phone", not on a new phone.

You're clearly not an apple fan. Great for you. But the OP is asking or help with an apple product. If you have nothing to add to that other than to slate Apple why bother posting? In what way is that helpful?

Because your advice was in fact very poor. Most likely it would be a wasted trip god knows how far.