John Lewis iPhone Continuous Problems.

Niklas33

Hello all.

I purchased an iPhone 6s from John Lewis 9 Months ago and in that space of time it has been returned (3) times - It has since broken again i rang John Lewis a few days back and said somebody will be in contact with me, within the next 48 hours which they was.

It was the lady in the store who i have spoken to several times previously about my problems with this iPhone and she informed to bring it back into the store which i have done and they have just sent it off to be repaired leaving me without a phone for 3-4 weeks at a time.

Am i within my rights to put my foot down and insist on a refund? - Quite frankly i don't want another iPhone after all the issues i have had with this, It's still well within guarantee and with respect to John Lewis i live in the middle of nowhere it costs me a fortune to keep going back and forth to the store.


Thank you.

unholyangel

Yes.

Under the consumer rights act, you initially have 30 days to reject for a full refund.

After the 30 days has passed, the retailer can repair or replace - they must do this within a reasonable time and without causing significant inconvenience and they must also bear the costs of doing so.

However, once they have had an attempt at repairing/replacing and the goods still don't conform to contract, you then have the right to reject for a refund again. Although as its more than 6 months, they can reduce the refund to account for use you have had of the goods.

Niklas33

Thank you but they have insisted on sending it away again what am i to say to them?

[Deleted User]

Niklas33 wrote: »

what am i to say to them?

You tell them you have the right to a (pro rata) refund.

Niklas33

Refused a refund point blank even though i have provided two videos of the phone malfunctioning.

Fosterdog

They would be allowed to send it away again to verify the fault but once verified they should allow a refund if they have had previous attempts at a repair.

On another note, do you have an Apple Store anywhere near you? They may well offer an on the spot exchange rather than a repair.

Niklas33

They've said to me it has to be sent away again for 3 weeks even though i have taken in my Memory Stick with a photo on and 2 videos showing the device is faulty.

I'm just getting nowhere with them and sadly there isn't a Apple Shop close to me.

LABMAN

Is it the same fault each time?

Niklas33

First time Siri stopped working.
(Gave me a replacement device from CAD (The people who fix their iPhones)
Second time - The phone was turning off at 25-30% and dying for several hours and refusing to turn on.
This time the phone has stopped ringing completely it's not even vibrating)


I've told them that i rely on my phone for my work and all they keep saying is they are bound by contract to send it to CAD who will fix it/replace it.

DCFC79

If it were me Id buy a phone thats suitable price and send the iphone off for a repair, when you get the iphone back you sell it and either buy another phone or use the other phone.

unholyangel

Niklas33 wrote: »

They've said to me it has to be sent away again for 3 weeks even though i have taken in my Memory Stick with a photo on and 2 videos showing the device is faulty.

I'm just getting nowhere with them and sadly there isn't a Apple Shop close to me.

Specifically mention the consumer rights act, that you've allowed them more repairs than you were required to (they only get one attempt), that now you are exercising your final right to reject and if they don't understand your statutory rights, can they please get a manager or someone else who does as misleading consumers about their statutory rights can amount to a criminal offence.

Or perhaps contact head office first/post on their facebook page saying you are being denied your consumer rights.

Be polite about it but firm. You could also print out the relevant parts of the consumer rights act and take them along with you.