Returning a Apple iMac within warranty

dinky73

Hi

I'm hoping for some advice regarding an apple imac I purchased from John Lewis last July (it has a 2 year warranty). I have had no issues at all until November when I installed an update to the operating system (from Sierra to High Sierra). Since then my keyboard and mouse lose bluetooth connection numerous times a day. I contacted Apple and been through many questions, troubleshooting and checks, including reinstalling the OS. There seems to be many others having the same issue on the Apple Support forums. No one seems to have found a fix for it.

I use my imac daily, it's the home pc and I also use it for a few hours work. Numerous times a day, every day, it will just freeze and the bluetooth connection disappears and won't reconnect. I've now bought a wired mouse to plug in for the times it freezes, so I can log out and back in again. I'm just wondering where I stand on returning it as faulty if this doesn't get resolved, I've been trying to resolve this with Apple for 3 months now.

Apple said I can take it in to an Apple store for repair, although they can't tell me what they will repair or how long they'll have it for. It's been 3 months but if it continues without any fix, or I take it in to apple and the issue isn't resolved, am I able to return it?

Thanks

marliepanda

Did you buy it as a business?

If not, then you can't complain about being unable to work.

The latest Apple updates have caused bluetooth issues, my phone is the same. Can you not just put up with a wired mouse and keyboard for a bit?

TrickyDicky101

Using wired peripherals until such time as a fix is out seems pretty reasonable.

It raises an interesting point though - John Lewis does not appear to have sold you a faulty product. An update Apple applied subsequently knobbled it. Do you have any consumer or other rights against either JL or Apple?

dinky73

Thanks for the replies. No I didn't buy it for a business I own, I do a few hours admin on it for someone else's business.

If it was a case of using wired mouse and keyboard for a short while until they resolve it then fine but it's been 3 months and no improvement. Others have been having issues for a lot longer than me with no resolution. How long is a reasonable time to wait after reporting the issue before I can say I've had enough? I've done everything they've asked, all the checks and troubleshooting and reinstalling the OS.

Yes, I can still use it but it's annoying and not what was sold to me. I'm just trying to work out where I stand before taking it further with Apple or John Lewis.

waamo

Have you tried going back to Sierra? If not instructions are here
https://www.macworld.co.uk/how-to/mac-software/how-remove-macos-high-sierra-downgrade-3581872/

dinky73

waamo wrote: »

Have you tried going back to Sierra? If not instructions are here
https://www.macworld.co.uk/how-to/mac-software/how-remove-macos-high-sierra-downgrade-3581872/

Thanks. I may consider doing that if they can't find a resolution to this Bluetooth issue soon.

k3lvc

dinky73 wrote: »

No I didn't buy it for a business.

dinky73 wrote: »

c) I use my pc on a daily basis for work. Without it I can't work and I don't have any other pc or laptop to use.

So what do you buy it for then ? You're trying to invoke consumer rights but using language of a business ?

dinky73

k3lvc wrote: »

So what do you buy it for then ? You're trying to invoke consumer rights but using language of a business ?

I meant I didn't buy it for a business I own. I work from home doing admin and social media for someone else's business. For which I bill them my hours, I'm not an employee of theirs.

It's used mornings for work and is the home pc also.

k3lvc

dinky73 wrote: »

I meant I didn't buy it for a business I own. I work from home doing admin and social media for someone else's business. For which I bill them my hours, I'm not an employee of theirs.

It's used mornings for work and is the home pc also.

In which case be careful what you say when trying to return it/get it repaired - if you start mentioning not being able to work you may struggle with consumer rights

dinky73

OK, i had no idea using it for paid work affected my consumer rights. I won't mention that then. Thanks.

theonlywayisup

dinky73 wrote: »

OK, i had no idea using it for paid work affected my consumer rights. I won't mention that then. Thanks.

It may be prudent to consider any help they offer is more than they are required to give if you decide you may have compromised your consumer rights weren't due - and with them, perhaps, any warranty....

That aside, do I understand you haven't been back to John Lewis with the issue but bypassed them and gone to Apple? Your "consumer rights" lie with JL and not Apple. I'm reading your post on a phone and the block of text is difficult to navigate.