Apple Warranty Issue

Latazza

Wonder if anyone can help. My Iphone 6plus had an issue with the fingerprint sensor and front facing camera. Brought it in in July under warranty and they done their analysis on the device which confirmed failure of these two.

They took it in to be repaired under warranty but said it would cost as when they opened it the seal to say water damage had proved positive. I was working away in Doha for 3 months so told them not to go ahead with it, other than the two issues mentioned the phone worked fine.

I collected it last week after 3 months working in Doha and got it back unrepaired but the device will not turn on now, it was working when I left it with them. They say the water damage (It has NEVER had water damage) may have corroded components over the time in their care and they cannot fix it without me paying. I have told them that the device should come back in the same position I gave it to them which they are saying is incorrect as per their T&C's.

Can anyone tell me where I stand on this, surely I should get it back as it was given to them?

The uoted below is their response

I appreciate your situation and that this is frustrating for you. As mentioned on our website Consumer Law applies https://www.apple.com/uk/legal/statutory-warranty/ when the device is in a sellable condition and not damaged, and our repairs are governed by our terms and conditions which would have been presented to you when checking in the devic https://www.apple.com/uk/legal/sales-support/terms/repair/Retail_Repair_UK_Terms_Conditions.html e. As the device has come into contact with liquid this would void any warranty or Consumer Law rights to cover the device.

If we were to look at the phone again we would reach the same outcome as we cannot repair or reverse liquid damage - it will only worsen over time. I’m sorry I don’t have better news for you on this. Have you looked at any other options - do you have insurance for the device for example?

Catswhiska

All iPhones have indicators inside which indicate signs of any water or liquid ingress. Perhaps better to chase your insurance.

Fosterdog

Did you have an arrangement in place for them to regularly charge the device for you? Leaving a phone for three months can brick the battery so that is likely to be a contributing factor to it not turning on, then added to the water and corrosion what they have said sounds perfectly reasonable.

Most modern phones (definitely Apple devices) have moisture sensors inside, they are little bits of contact paper that change colour when exposed to moisture. If these sensors have been triggered then your phone has definitely got wetter than it should have.

This doesn’t always mean it’s been submerged in water, it could also be from use it in the rain, or more commonly, taking the phone in the bathroom when you bath or shower, the steam created and the level of moisture in the air is more than enough to damage electrical devices.

Latazza

The device has never been in the bathroom or humd places or had excessive water even use out in the rain, I really do not believe them on this front, I work in IT and am aware of what can happen but it is tosh to me. As for it not being turned on for 3 months this would not brick a battery, a battery is discharged.

I have followed all their processes and t still wont turn on and I notice there are 1000s of threads about the 6plus and it not turning back on and I feel t is this inherent problem.

My question remains though surely I should be put back in the same position as I was when i brought it in. Their T&C's are surely conflicting saying that the device must be in a sellable condition for them to replace it when i am bringing it in under warranty for a issue that under their terms make it unsellable

marliepanda

Latazza wrote: »

The device has never been in the bathroom or humd places or had excessive water even use out in the rain, I really do not believe them on this front, I work in IT and am aware of what can happen but it is tosh to me. As for it not being turned on for 3 months this would not brick a battery, a battery is discharged.

I have followed all their processes and t still wont turn on and I notice there are 1000s of threads about the 6plus and it not turning back on and I feel t is this inherent problem.

My question remains though surely I should be put back in the same position as I was when i brought it in. Their T&C's are surely conflicting saying that the device must be in a sellable condition for them to replace it when i am bringing it in under warranty for a issue that under their terms make it unsellable

They sell millions of phones. (201 million in 2016!) and you really think a handful of those means its an inherent fault?

You took in a water damaged broken phone, and you still have a water damaged broken phone.

shaun_from_Africa

Latazza wrote: »

As for it not being turned on for 3 months this would not brick a battery, a battery is discharged.

Leaving a lithium ion battery totally discharged most certainly can kill it.
This is why most, if not all electronics manufacturers recommend that these battery shouldn't be discharged below about 10% of their capacity and if they are, they should be recharged as soon as possible.

When connected up to a totally discharged battery, many smart chargers won't recognise that the battery is actually connected and thus won't try to charge it and the same goes for the charging and protection circuits built into the equipment.

TadleyBaggie

Latazza wrote: »

Brought it in in July under warranty

From whom? The 6 Plus hasn't been a current model for a couple of years.

pinkshoes

Some people are being a little harsh.

After reading he had sent it off to Apple, I was thinking 'I bet they refuse to repair it due to water damage'...

This seems to be a common phrase Apple use. I'm starting to think ALL their moisture sensors change colour after normal use in the UK!!

Not sure of the solution though, but I have read and known of so many others who swear blind the phone has not been near moisture, yet they were denied a repair under warranty.

I would put money on Apple pulling a scam to prevent costly warranty repairs.

marliepanda

pinkshoes wrote: »

Some people are being a little harsh.

After reading he had sent it off to Apple, I was thinking 'I bet they refuse to repair it due to water damage'...

This seems to be a common phrase Apple use. I'm starting to think ALL their moisture sensors change colour after normal use in the UK!!

Not sure of the solution though, but I have read and known of so many others who swear blind the phone has not been near moisture, yet they were denied a repair under warranty.

I would put money on Apple pulling a scam to prevent costly warranty repairs.

I bet 99% of those people have played Candy Crush on the loo. Or grabbed their phone after washing up or being in the shower to read a text.

Or had it in a coat or jean pocket whilst it’s been raining.

My phone still works. However I’ve done all of the above (I’m pretty good at candy crush...) I’ve used my phone in the bath. It’s had drinks spilled on it. I havent dropped it down the loo or submerged it in a pint, but if they told me it had water damage I’d absolutely believe them.

I don’t believe for one second there’s a phone in the country that has been kept 100% dry it’s entire life.

Latazza

shaun_from_Africa wrote: »

Leaving a lithium ion battery totally discharged most certainly can kill it.
This is why most, if not all electronics manufacturers recommend that these battery shouldn't be discharged below about 10% of their capacity and if they are, they should be recharged as soon as possible.

When connected up to a totally discharged battery, many smart chargers won't recognise that the battery is actually connected and thus won't try to charge it and the same goes for the charging and protection circuits built into the equipment.

Normally have issues after 6 months, however my phone was charged and they ran full diags on it in store whilst there, so surely whilst it is in their care they have a duty to look after it and if it should be charged say once a month they should. Their Warranty states all devices must be collected within 3 months or will be disposed of so surely they know this

Latazza

Clearly still unable to read, I brought in a phone with no water damage but a camera and fingerprint sensor that doesnt work, i now have a phone that doesnt work