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Apple iPad Mini

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I purchased an iPad from Tesco April 2014. Sept 2016 the Home button broke. Contacted Apple Help who advised me to go to contact a local Approved Service & repair centre and gave me their details. Did this, they advised Apple policy is not to repaid ipads but to recycle They advise dto go to Apple Store where the iPad would be recycled and replaced. What they didnt say was that there would be a charge of £180. I thought that 2 yrs was not fair wear and tear for the item - Apple Store advised that myy Consumer Rights after 1 yr are with the company that sold the item. So off to Tesco I went. Tesco Policy is to contact Apple Help - advised that I had already been down that route but we had to go again. When the same result came back - Apple do not repair - went to Tesco Help. They wanted a till receipt - which I didnt have - but I did have the Interest Free Loan agreement that I purchasesd the product with. This wasnt good enough did I have bank statements - yes I did. Give me the last 4 digits - oh but I dont have them with me - disgust from the Help Centre person - well you will need to send them - and game me an email address - I am not sending my bank statements to anyone - well I have to bring them in store and have them verified. Okay. I will also need a written repair reprt from Apple. Hold on - I said at the start of this conversation Apple for not repair, or look at iPads - they recycle. I am saying that for 2 yrs this item was not fit for purpose. To this the Help Centre responded agressively that I was not using the correct terminology, Was the iPad working when I bought it - YES - but it was new!!!! No after only 2 years of not excessive use the HOME button is boken. Nothing Tesco can do without a written repair report from Apple so our of the window are any consumer rights anyone else had this problem and how was it resolved?:mad:

Comments

  • cono1717
    cono1717 Posts: 762 Forumite
    Part of the Furniture 500 Posts Name Dropper
    After the first 6 months the onus is on the consumer to prove the fault is an inherent manufacturing defect. This can be done through an independent engineers report. If the engineer finds the fault to be inherent manufacturing defect then the retailer (Tesco) must refund repair or replace in addition to refund the cost of the report.
  • Shame on Tesco for some seriously bad customer service.
  • susancs
    susancs Posts: 3,888 Forumite
    edited 27 October 2016 at 3:58PM
    Welcome to MSE. Your consumer rights under The Sale of Goods Act are as stated above by cono1717. As the ipad was purchased nearly 2 and a half years ago, you would need to prove that there was a fault that was there when manufactured that has only now come to light and that it is not just wear and tear or due to accidental damage. This would need to be done by paying for and getting a report from an authorised Apple repair shop stating this was the case.

    Our ipad developed the same fault due to being dropped (not sugguesting that this happened to your one) and my daughter put the home button on the screen (it is a small grey button you hardly notice and can drag around the screen if it ever get in the way) and we now just press that instead of the now non working button at the side and have being doing this for a year with no problems. It was an easy fix which may save you money and bother. I googled it and it is done like this:

    Open Settings, Go to General, then Accessibility, Scroll down to the section labeled INTERACTION and tap on AssistiveTouch. On the next screen, toggle AssistiveTouch to the green On position. A small white circle with a grey box will appear on screen. Tap this circle to expand it to a big box on screen.

    Hope this helps.
  • Sounds like the Tesco rep knew exactly what they were talking about.

    Fit for purpose is indeed the incorrect terminology in the context of your post.

    You should have said "of satisfactory quality"

    As already posted, as the item is over 6 months old, the onus is on you to show you did not break the home button, but there was an inherent fault with it when purchased.

    Apple would never admit to an inherent fault, even if they did do a report. You will need to find an independent repair shop and see what their findings are. If the fault is an inherent, Tesco will refund you the cost of the report.

    Keep in mind, that if Tesco cant replace, they can issue a refund, with an amount deducted for the 2 years use that you've already had.
  • Shame on Tesco for some seriously bad customer service.

    Im failing to see how the customer service from Tesco was bad.

    They wanted proof of purchase.
    They wanted an independent report highlighting the fault is inherent.
    They corrected the OP when he used the wrong terminology.
  • pinkshoes
    pinkshoes Posts: 20,532 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Tesco are correct - you need an independent report to show the fault was inherent and not through mis-use.

    Once you have done this, along with showing your proof of purchase, then they will have the choice of a replacement (second hand), repair or a (partial) refund.
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
  • pinkshoes wrote: »
    Tesco are correct - you need an independent report to show the fault was inherent and not through mis-use.

    Once you have done this, along with showing your proof of purchase, then they will have the choice of a replacement (second hand), repair or a (partial) refund.

    Well said PinkShoes I wholly agree with you.
  • mije1983
    mije1983 Posts: 3,665 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker Name Dropper
    pinkshoes wrote: »
    Tesco are correct - you need an independent report to show the fault was inherent and not through mis-use.
    Well said PinkShoes I wholly agree with you.

    Yes Tesco are correct. I assume you have revised your opinion from your earlier post! :D
    Shame on Tesco for some seriously bad customer service.
  • JReacher1
    JReacher1 Posts: 4,661 Forumite
    Part of the Furniture 1,000 Posts Name Dropper I've been Money Tipped!
    2 and a half years seems about right for an ipad lifetime. Personally I wouldn't do anything. Just go to setting, assertive touch, assertive touch on. This gives you a virtual home button on the screen in the corner. That will make the iPad usable and stop all the hassle you're going to have!
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