a 'reasonable length of time' for a mobile phone to last

jet582

My Apple phone was about 14 months into a 24 month contract when the mute switch stopped functioning (permanently on so doesn't ring). I'm told by mobiles.co.uk - who sold me the phone - that they won't look at anything older than 6 months. The rules state that, after 6 months, I need to be able to prove that the fault was there from the start. This is not the issue - the phone was fine at the start. But... if it's the norm for mobile contracts to last for 2 years, then I feel that it's "reasonable" to assume that they'll last that long. Anyone had any experience and/or success in this area?

shaun_from_Africa

Mobiles.co.uk are correct.
What they are referring to is the 6 month timescale stated in the Consumer rights act.
What this states is that when a fault becomes happens more than 6 months from purchase, the onus is on the consumer (you) to prove that the fault is due to a manufacturing defect. This is often referred to as an inherent fault which basically means that it was there when you purchased the item but may not have been apparent at that time.

It could be something such a bad solder joint, a substandard component etc and before the seller is legally obliged to do anything, you need to provide proof of the cause of the failure.

You might well be better off ignoring mobiles.co.uk completely and going directly to Apple who may well simply replace the phone without you needing to do anything.

Zandoni

Yes go direct to Apple and remember not to buy from mobiles.co.uk again.

System

It!!!8217;s not a foregone conclusion that Apple will fix or repair phone outright for free. Just be polite and honest with how you treated phone and negotiate if need be to a satisfactory conclusion on both sides.

Stoke

I would go straight to Apple and ask. If it's less than 2 years old they should repair it. It's whether they can argue it's wear and tear. HTC repaired my headphone jack when it failed and this is a similar kind of wear.

mije1983

Stoke wrote: »

I would go straight to Apple and ask. If it's less than 2 years old they should repair it. It's whether they can argue it's wear and tear. HTC repaired my headphone jack when it failed and this is a similar kind of wear.

The difference is HTC offer a 2 year warranty in Europe, Apple do not.

hcb42

Another vote for go to the Apple Shop.

They will run diagnostics on it and no doubt offer solutions, i did it recently for a phone that was 9 months old and wouldnt turn on. I had purchased it from EE on a contract renewal. New phone no quibble.

System

mije1983 wrote: »

The difference is HTC offer a 2 year warranty in Europe, Apple do not.

1 year or 2 year warranty means nothing in the UK as its just a voluntary sales pitch by the company offering it.

What's important is that all companies selling in the UK fall under the consumers rights act 2015

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

mije1983

john22 wrote: »

1 year or 2 year warranty means nothing in the UK as its just a voluntary sales pitch by the company offering it.

What's important is that all companies selling in the UK fall under the consumers rights act 2015

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Maybe you could expand on your claim that '1 year or 2 year warranty means nothing in the UK'. Surely you're not suggesting that jumping through hoops to claim under the CRA is easier than invoking a manufacturer's warranty in the most part? I've yet to see a warranty term that involves having to supply the manufacturer with an independent fault showing an inherent fault for example.


So in the OPs case, they may be required to get said report as they are claiming under their statutory rights. Apple's warranty however, doesn't require this (and neither does HTCs). Hardly means nothing.

System

mije1983 wrote: »

Maybe you could expand on your claim that '1 year or 2 year warranty means nothing in the UK'. Surely you're not suggesting that jumping through hoops to claim under the CRA is easier than invoking a manufacturer's warranty in the most part? I've yet to see a warranty term that involves having to supply the manufacturer with an independent fault showing an inherent fault for example.


So in the OPs case, they may be required to get said report as they are claiming under their statutory rights. Apple's warranty however, doesn't require this (and neither does HTCs). Hardly means nothing.

Just because a company offers warranty does not automatically mean everything will be resolved easily. What will resolve the situation is both parties agreeing to whatever solution is proposed.

Those solutions can be but not only.

• brand new device.
• refurb device.
• device being sent away to be fixed
• refusing to fix device due to other damage that may or may not have impacted on the main fault.

The consumer right act is there to ensure both parties know what to do if something is disputed.

No one has to jump through hoops unless one or both parties start to disagree which like anything in life once that happens yes you will have to start jumping through hoops to try and agree.

A company offering 1, 2 or even 5 year warranty means nothing to me. What is important to me is what the actual service is like when I have a problem and is it resolved to my satisfaction.

mije1983

john22 wrote: »

Just because a company offers warranty does not automatically mean everything will be resolved easily. What will resolve the situation is both parties agreeing to whatever solution is proposed.

Those solutions can be but not only.

• brand new device.
• refurb device.
• device being sent away to be fixed
• refusing to fix device due to other damage that may or may not have impacted on the main fault.

Not sure what you are getting at here (or where I have said it would be resolved easily), but if you are referring the the CRA you also missed our partial refund as an option. And that would be near the top of the list for a lot of retailers who are not specialists.

john22 wrote: »

No one has to jump through hoops unless one or both parties start to disagree which like anything in life once that happens yes you will have to start jumping through hoops to try and agree.

I think you'll find most retailers will require you to follow the law if you claim under the CRA. This involves hoop jumping which ever way you spin it. The very evidence of this is in the OP. Within the 12 months, I have no doubt that Apple would have resolved it. Now it is over their limited warranty, it'll be down to how the OP approaches it, and how willing Apple are on the day.

john22 wrote: »

A company offering 1, 2 or even 5 year warranty means nothing to me. What is important to me is what the actual service is like when I have a problem and is it resolved to my satisfaction.

I prefer the simple life but each to their own.