Sky or apple

Annette1960

Hi, this is my first post so hope I’m in the right place. I took out a mobile phone contract with sky in feb 2018 and received a new iPhone SE on a 30 month contract at £13 per month £10 of which was to cover the cost of purchasing the phone. It stopped working 4 months later so sky advised me to take it into an apple store where they would more than likely replace it ( because it was new and still under warranty) and they did ( apple store Birmingham). Last month (March) phone stopped working again ( different problem). I took it to the apple store in Solihull (as I was shopping there) and they told me I would have to pay £250 repair costs as it was no longer under warranty. I explained that apple store Birmingham had given me a new phone only 8 months ago so would it not have the full 12 month warranty. He told me that the phone I had been given would have been a refurbished one as there aren’t any new iPhone SE’s available and to go back to sky. Sky said it’s not their problem as they supplied me with a new phone but after threatening to put in a complaint they agreed to send it for repair free of charge. However, even if it gets repaired I will still be left with a refurbished phone that I’m still paying for and will have cost me £300. It doesn’t seem fair but who is at fault and do I have a case and if so who do I take it to.

[Deleted User]

Nothing wrong with an official refurb iPhone from Apple.
They are practically as good as new. You have had a good outcome as far as I can see.

d123

Annette1960 wrote: »

Hi, this is my first post so hope I’m in the right place. I took out a mobile phone contract with sky in feb 2018 and received a new iPhone SE on a 30 month contract at £13 per month £10 of which was to cover the cost of purchasing the phone. It stopped working 4 months later so sky advised me to take it into an apple store where they would more than likely replace it ( because it was new and still under warranty) and they did ( apple store Birmingham). Last month (March) phone stopped working again ( different problem). I took it to the apple store in Solihull (as I was shopping there) and they told me I would have to pay £250 repair costs as it was no longer under warranty. I explained that apple store Birmingham had given me a new phone only 8 months ago so would it not have the full 12 month warranty. He told me that the phone I had been given would have been a refurbished one as there aren’t any new iPhone SE’s available and to go back to sky. Sky said it’s not their problem as they supplied me with a new phone but after threatening to put in a complaint they agreed to send it for repair free of charge. However, even if it gets repaired I will still be left with a refurbished phone that I’m still paying for and will have cost me £300. It doesn’t seem fair but who is at fault and do I have a case and if so who do I take it to.

It wouldn’t have made a difference whether the replacement was new or a refurb, as warranty doesn’t start again if you get a warranty replacement, the warranty period continues from the original purchase date.

macman

Your warranty for the replacement phone ended in February 2019. So out of warranty for a repair in March.
But you seem to expect a brand new phone to now be supplied for free-despite your original being a year and one month old? Are you serious? You are getting a repair or refurb for free on an out of warranty phone. I'd be very happy with that offer.
PS: your phone didn't cost £300. Your airtime contract cost £300, and came with a 'free' handset.

Annette1960

Thanks for your views I’m obviously expecting too much but just wanted to get another persons view before I gave up

mac.d

It sounds like you've got a good result getting it repaired free of charge via Sky, so just look at it that way.

The warranty on a item only ever lasts from the date of the original purchase, so if you've had something replaced under warranty, the replacement item won't get any extra.

There are lots of people out there who have a phone bought as part of a contract, damaged their phones and are stuck with using a phone with a cracked screen, or have had to buy a cheap replacement, but are still stuck paying their £x amount per month for the duration of the contract.

Annette1960

Thanks Mac.d that’s what I’m annoyed about I’m still paying for the phone but have only had about 6 months of it working properly the rest of the time it’s either not being able make/receive calls or it switching itself off approximately 5 times a day. I’ve never had a problem with EE so I think I’ll go back to them once this contract is finished.

J_B

Annette1960 wrote: »

I’ve never had a problem with EE so I think I’ll go back to them once this contract is finished.

Erm, but EE don't make iPhones, they just sell them like all the other networks.

Annette1960

Yes I know but my old phone worked better when I was with EE. Sky did various tests on the new phone but came to the conclusion that it was the phone that was at fault and not the service. Also as I’m not very ‘techy’ i can go to an EE shop with any problems rather than having to deal with them over the phone.