Making a formal complaint against Apple

Carnmore

I have a 2014 MacBook Pro which has had poor battery life since purchasing it - about four hours from a full charge.

The battery was replaced in 2015 which did not make any improvement. The machine has been tested and reinstalled several times by Apple and they can find no fault. I have asked for a replacement machine but they are refusing due to no fault being detected.

The usage is not energy intensive - web browsing and email checking. The Which? real-world testing states the battery should last around nine and a half hours with web browsing or HD video playback. I also know other Mac users who are getting about twelve hours battery life.

An Apple Care Senior Advisor today stated the nine-hour claimed battery life refers to standby time not usage!

Apple are currently prepared to offer a collect and return service, test the machine and change the battery again but this has already been done hence my request for a replacement.

Can anyone provide email contact details for Apple and any suggestions on how to get a replacement without resorting to legal action?

Edit: the six year claim period applies

wealdroam

Carnmore wrote: »

I have a 2014 MacBook Pro which has had poor battery life since purchasing it - about four hours from a full charge.

The battery was replaced in 2015 which did not make any improvement. The machine has been tested and reinstalled several times by Apple and they can find no fault. I have asked for a replacement machine but they are refusing due to no fault being detected.

The usage is not energy intensive - web browsing and email checking. The Which? real-world testing states the battery should last around nine and a half hours with web browsing or HD video playback. I also know other Mac users who are getting about twelve hours battery life.

An Apple Care Senior Advisor today stated the nine-hour claimed battery life refers to standby time not usage!

Apple are currently prepared to offer a collect and return service, test the machine and change the battery again but this has already been done hence my request for a replacement.

Can anyone provide email contact details for Apple and any suggestions on how to get a replacement without resorting to legal action?

Edit: the six year claim period applies

Did you buy this machine direct from Apple?

Your statutory rights lie with whoever sold the thing to you.

What does "the six year claim period applies" mean?

Leo2020

The norm is for then to state up to. So yes you could get up to 9 hours but you may get less. Things that will effect it are programs running, including ones running in the background. Also the enviroment it is being run in - warm enviroment will mean that the fans need to run at a higher speed to keep it cool. Also blocking the fans, for example using it on your lap will increase temperature and then fan rate.

Also specifications - you can choose upgrades on Apples website. Some componenants will require more power/create more heat.

Undervalued

wealdroam wrote: »

Did you buy this machine direct from Apple?

Your statutory rights lie with whoever sold the thing to you.

What does "the six year claim period applies" mean?

Quite.

Apple's customer service is normally excellent and generally goes well beyond your bare statutory rights. However if you bought it elsewhere the same may not be true.

You will need to show that it is inherently faulty and that will need more than anecdotal evidence that "others last longer". No two computers are ever set up in exactly the same way and it could easily be that some cpu intensive program is running in the background without your knowelege.

You may need an expert report to convince them that is not the case (if indeed it is not the case). Is it running excessively hot? Given the battery has been replaced, with apparently no improvement, then the power must be going somewhere!

sheramber

As you are already dealing with Apple do you not have contact details for them?

I had problems with short battery life but a visit to the Genius Bar got it sorted when an Apple repair centre couldn't fix it. I my case it was the battery that was faulty.

There are some tips on this discussion page on maximising battery life
http://www.apple.com/batteries/maximizing-performance/

Carnmore

Thanks for the replies.

It was purchased from the Apple Store (I always buy direct t maximise my consumer rights)

It's not running excessively hot.

How long do you get from a full charge?

wealdroam

Carnmore wrote: »

I always buy direct t maximise my consumer rights

How does that work then?
Your consumer rights are exactly the same whichever trader you buy from.

Did you use a credit card, or perhaps some other form of credit when making this purchase?

Undervalued

Carnmore wrote: »

Thanks for the replies.

It was purchased from the Apple Store (I always buy direct t maximise my consumer rights)

It's not running excessively hot.

How long do you get from a full charge?

Mine is somewhat older so not a direct comparison. As I say, if they dig their heels in you will need some hard evidence that it is consuming excessive current. As I say, it must be going somewhere. Simply claiming that Fred or John get an hour or two more from theirs won't do!

Carnmore

wealdroam wrote: »

How does that work then?
Your consumer rights are exactly the same whichever trader you buy from.

Did you use a credit card, or perhaps some other form of credit when making this purchase?

Yes but it's easier if the retailer is also the manufacturer.
I used a credit card so Section 75 would apply but what sort of proof would the card provider need?

wealdroam

Carnmore wrote: »

I used a credit card so Section 75 would apply but what sort of proof would the card provider need?

Probably exactly the same as that needed by the seller.

All S75 says is that if you have a claim against the seller then you also have a claim against the credit provider.

As has already been said, you need to get an independent report conforming that, on the balance of probabilities, the problem is due to an inherent fault. If the report finds in your favour then the seller/credit provider must cover the cost of getting that report too.

Undervalued

Carnmore wrote: »

Yes but it's easier if the retailer is also the manufacturer.
I used a credit card so Section 75 would apply but what sort of proof would the card provider need?

Probably the same. If Apple still deny it is faulty and you feel they are wrong you will need to get an independent expert report that backs up your claim. They will need to have sufficient credibility that their opinion is just as valid as the manufacturer's own engineers.