Faulty iPhone 6plus on O2 16months old

BigRthanU

Hello, I have a faulty iPhone 6plus with 02. It has developed a fault where it becomes unresponsive at times.

I went to the apple store who confirmed the fault and that a replacement phone was needed, but said it was not covered and needed to contact o2.

I spoke to O2, a rather rude person who said no coverage for this and had to pay the contract up in full if I wanted to leave. I've requested a callback from a manager but wanted some advice in the meantime?

Am I entitled to a replacement from o2 and what should I say? Any advice on what to say?

Retrogamer

To force O2 to replace or repair the item you would need an engineers report to say the phone has failed due to an inherent fault or design flaw.

Even then, it might take small claims court to get the money back.

If you wanted to leave, i would imagine you're on a refresh tariff so you only need to pay the remainder of the balance of the handset, not the whole contract.

grumbler

MSE article: Consumer Rights

IMHO, if Apple can confirm in writing what they said in the shop, this can serve as a report.

BigRthanU

Hi so I have no rights even if they were bought together? I thought \i was covered with the SOGA?

Im on a 24mth contract so I would have to pay both handset and line rental?

Kim_13

As far as I know, it wouldn't be covered as Apple only provide a 12 month warranty. Since 24 contracts are now the only option in many cases, I'd argue that the warranty should match the contract duration, but until such time that regulations force Apple to bring themselves into line with other phome manufacturers, O2 are in the right (except for being rude.)

You'd have to pay the handset balance if you wanted to get another phone and stay with O2, or the whole amount if you want to leave O2 completely.

You could try arguing that in a 24 month contract, 24 months is a reasonable amount of time under the Consumer Rights Act, but I'm not sure it'd work.

Retrogamer

BigRthanU wrote: »

Hi so I have no rights even if they were bought together? I thought \i was covered with the SOGA?

Im on a 24mth contract so I would have to pay both handset and line rental?

You do have rights. The SOGA protects you. It states that goods purchased must be fit for purpose and last a reasonable amount of time.
However, as the fault developed after 6 months the onus is on you to prove the problem happened due to an inherent fault.

Is it a refresh tariff that you're on? That's the one where there are two direct debits. One for the air time and one for the handset.

Kim_13 wrote: »

As far as I know, it wouldn't be covered as Apple only provide a 12 month warranty. Since 24 contracts are now the only option in many cases, I'd argue that the warranty should match the contract duration, but until such time that regulations force Apple to bring themselves into line with other phome manufacturers, O2 are in the right (except for being rude.)

You'd have to pay the handset balance if you wanted to get another phone and stay with O2, or the whole amount if you want to leave O2 completely.

You could try arguing that in a 24 month contract, 24 months is a reasonable amount of time under the Consumer Rights Act, but I'm not sure it'd work.

There is no 24 month contract if it's refresh though. It's a finance agreement on the handset and is paid up at x amount over 24 months. During which time you must pay for the air time as well. But if you pay off the handset straight away then you only need to give 30 days notice for the air time.

Apple do follow the same rules as other manufacturers, they're just a lot more strict with it.

Kingsd316

Not sure if this will be any help to you at all but apple currently has a camera replacement programme for faulty Iphone 6 plus cameras, put your serial number in here https://www.apple.com/uk/support/iphone6plus-isightcamera/ and see if you eligible, I went to the apple store to have mine done and was expecting just a repair (as stated in the recall notes) but they replaced my whole phone there and then