iPhone failure - o2 - Won't replace

Fourwisemen

Good afternoon all,

I had a good search through the forum to see if I could find the answer to this but no joy, although I'm sure this will have been covered before.

My iPhone 6 was purchased through o2 in Oct 14 and now 15 months old. Over the last few weeks a few issues have been spotted but only just had chance to get into an Apple Store for diagnostics.

The long and short is Apple have confirmed that there has been a hardware failure, great news I thought, but because bought through o2 they won't replace it. They did however advise that speaking to o2 and referring to the Sales of Goods act may help but the o2 store at the Trafford Centre were pretty adamant they'll do nothing.

After speaking to o2 customer services they've given this e-mail address to communicate with - complaintsreviewservice@o2.com - has anyone has succes in a similar situation and can give advice as to achieve the best outcome?

Thanks
LH

JJ_Egan

Its up to you to proof the failure via an independent report and proceed against the vendor under SOGA .Really depends upon what and why of the hardware failure .

Fourwisemen

Apple have verified it's a hardware failure not caused by any user mis-use, droppign, damage or water damage etc.

They have provided a report to support my conversation with o2 but rather than get into a long an protracted argument would want to point to the most relevant part of any legislation to resolve quickly.

YaoSong

Sounds to me like it's not fit for purpose and similar to JJ I think SOGA is a viable option. Send a copy of the report to O2 and see what they come back with. It's worth checking with the citizen's advice bureau as well.