My new iPhone is faulty, they want to repair or replace it, but can I just refund?

MrJester

Hey MSE'ers

So I bought the iPhone 7 Plus a short while ago from the online Apple store, but it's after the initial 14-day returns period. At first I was pretty happy with the phone.

Recently I've noticed a few problems with it, and whilst on support chat with Apple I even realised another issue with my handset - so they immediately asked me to get it checked out by taking it in store or sending back to them to investigate.

They're sending out a box to me for me to return the phone in. But at this stage, with the time it will take to get it either fixed or a replacement (and not having a phone), I'd rather just get a refund and get an old device. It's a lot of money for a phone and I will admit having partial regret about buying it, and from what I can see online people are having very similar issues to what I have had, it seems like a few faults in the manufacture of the product rather than just a one-off.

I've had it about 2 months maybe. What are my rights in this situation? I'm yet to send the phone back to them as I await for the shipping box. Can I just get a refund?

Stevie_Palimo

Repair or replace will be your only option and if you do not like the brand of phone and get a replacement then sell it and buy a different one, They will not offer you a refund.

MrJester

Stevie_Palimo wrote: »

Repair or replace will be your only option and if you do not like the brand of phone and get a replacement then sell it and buy a different one, They will not offer you a refund.

This was what I thought, what if the next handset they send me has similar issues? Will they purely continue to replace it?

Thank you

Stevie_Palimo

MrJester wrote: »

This was what I thought, what if the next handset they send me has similar issues? Will they purely continue to replace it?

Thank you

I had this years ago with a 3 network phone that I got from Woolworths and they replaced two faulty handsets and on the 3rd one wanted to do it again but I stated my rights and got a refund, I am not sure what exact part of the law this was but you have to give the Apple the chance to resolve first so if it happens on a 2nd phone then I think you have grounds to be refunded.

MrJester

Stevie_Palimo wrote: »

I had this years ago with a 3 network phone that I got from Woolworths and they replaced two faulty handsets and on the 3rd one wanted to do it again but I stated my rights and got a refund, I am not sure what exact part of the law this was but you have to give the Apple the chance to resolve first so if it happens on a 2nd phone then I think you have grounds to be refunded.

Cheers for your help.

I'll see what happens with the replacement and if needed cry consumer law.

Stevie_Palimo

MrJester wrote: »

Cheers for your help.

I'll see what happens with the replacement and if needed cry consumer law.

For the life of me I cannot remember what part it is but am sure someone will post at some point for you.

20aday

According to Cizitens Advice you are entitled to a repair, replacement or discount:

You’re entitled to a repair, replacement or a discount

Make sure you return the item within 6 months of buying it 17 March 2017. It’s easier in the first 6 months, as you won’t have to prove who caused the fault.

If the repair or replacement isn’t the same as what you bought, you’re entitled to a refund instead. You could ask for a discount instead, if you’d rather keep the item.

You'd only get a refund if Apple sent out an iPhone 6 (as an example) when you've returned your 7.

Further reading here: http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange#goods

NFH

You have a right to reject defective goods within 30 days under Sections 20 and 22 of the Consumer Rights Act 2015 and receive a refund. After 30 days, you have to accept a repair or replacement under Section 23.

http://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/2/crossheading/what-remedies-are-there-if-statutory-rights-under-a-goods-contract-are-not-met/enacted

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#30-day-right-to-reject

Frozen_up_north

I've had experience of Apple warranty service on two occasions, both were by attending an Apple Store by appointment. Apple usually do a like for like exchange while you wait and will take the customer through migrating the settings/apps/data.

If reasonably practical I would always recommend attending an Apple Store, you need to book a slot first though.

The OP sounds like he wants a refund, as others have said it's not too likely.

jon81uk

If you can get to an Apple Store you can get a warranty replacement instantly, make a reservation online for an appointment though.

MrJester

NFH wrote: »

You have a right to reject defective goods within 30 days under Sections 20 and 22 of the Consumer Rights Act 2015 and receive a refund. After 30 days, you have to accept a repair or replacement under Section 23.

http://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/2/crossheading/what-remedies-are-there-if-statutory-rights-under-a-goods-contract-are-not-met/enacted

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#30-day-right-to-reject

Thank you for the info. So, if they send me a replacement device - which is quite likely - and it too has functioning problems then I have 30 days from the receipt of that replacement device to ask for a refund under this act?