Consumer Rights with faulty iPhone (1 month outside 1 year warranty)

sheramber

You need to get it examined by a repair engineer who can tell you what the problem is and whether it has been a manufacturing fault or subsequent damage.

If it is a manufacturing fault then you can go back to Apple with the report

marliepanda

BollaRonJohn wrote: »

Well I've not done anything weird or wonderful to break it. Plugging in a lightening cable is pretty hard to get wrong.

The red metallic issue to me suggests that something has exploded or leaked into this port and perhaps melted or expanded the metal and that's why it now won't seat fully in the port.

But it has absolutely nothing to do with anything that I've done.

As you are confident you now need a independent report backing up your assertation that the phone was faulty when sold 13 months ago and was always bound to fail.

With that, you can get a free repair or replacement.

sheramber

BollaRonJohn wrote: »

Well I've not done anything weird or wonderful to break it. Plugging in a lightening cable is pretty hard to get wrong.

The red metallic issue to me suggests that something has exploded or leaked into this port and perhaps melted or expanded the metal and that's why it now won't seat fully in the port.

But it has absolutely nothing to do with anything that I've done.

Until you get a report on the fault you don't know what the cause is.

marliepanda

sheramber wrote: »

You need to get it examined by a repair engineer who can tell you what the problem is and whether it has been a manufacturing fault or subsequent damage.

If it is a manufacturing fault then you can go back to Apple with the report

O2 as the retailer would be the first port of call. Apple won’t repair it themselves with that report.

agrinnall

sheramber wrote: »

You need to get it examined by a repair engineer who can tell you what the problem is and whether it has been a manufacturing fault or subsequent damage.

If it is a manufacturing fault then you can go back to [STRIKE]Apple[/STRIKE] O2 with the report

Corrected for you...

Browntoa

Various ways to damage the port

Lead kicked, stood on when phone on charge

Non standard lead used at some point

Phone accidentally left dangling from charging lead when it's fallen off whenever it's charging (phone rings on vibrate , seen screen go that way)

You need to search on Google to see if loads of people getting the same fault to prove inherent and not accidental

BollaRonJohn

I just uploaded the images to an Apple LiveChat person.
This was the response:

"Is there a phone number we can contact you at, as this is a matter of Safety with leakage"

marliepanda

Browntoa wrote: »

You need to search on Google to see if loads of people getting the same fault to prove inherent and not accidental

This proves nothing. Millions of iphones are sold each year, unless you find millions of people reporting it it means nothing.

BollaRonJohn

UPDATE: Apple rang me and I was passed over to a senior support manager, who was very eager, if not slightly panicky, in advising me that she would like me to send the phone to their engineers asap.

I politely explained that I couldn't do this as O2 had said last week that if Apple open it then they would not be liable for any costs or replacements as Apple could technically damage the handset while performing their investigation.

The Apple support manager told me this was rubbish and as the manufacturer they needed to investigate this and it's done all the time.
I explained that this leaves me confused and I must go with the advice of O2, as it had a potentially bad financial impact in that it threatened to invalidate my contract with O2.

She didn't seem happy at all and said that she will be escalating it to her engineering team and would open a support case. She will be ringing me back tomorrow and would like to know what O2's escalation team advise.


So when O2's escalation team finally bother to call me. (Apple called me withing minutes of posting up these pictures) I will be requesting that they provide me with a list of independant apple approved tech repair companies for me to send my device to in order to get a report back on what the red substance is at the bottom of my charging port and why the phone has broken. As basically I don't trust either of them to give me an honest answer, particularly if indeed the answer means they needed to provide me with a free replacement or waiver their repair costs.

I would then send the report over to both O2 and Apple.

However, I have no idea if there is such a thing as a trusted independant 3rd party tech company that they would accept their report on the reason why the device has failed?
Plus they would need to be happy with that company opening up the phone and it not invalidating my contract also?

This is turning out to be a bit of a mine field. I should have just bought the device from John Lewis and they would have swapped it no issue!

societys_child

BollaRonJohn wrote: »

. . .

But it has absolutely nothing to do with anything that I've done.

Of course not . .