Apple not offering mail in repair

bradwiggo

My iPhone has an issue with a swelling battery (its still in warranty), and they won't let me send it in for repair. They are saying I have to bring it to a store, which isn't practical, as I live 3 hours away from my nearest store and don't drive. What are my right in terms of Mail In repairs, are they obliged to let me send it in for repair as I bought it online (it came as part of a contract with EE but that contract was purchased online). ?

Aylesbury_Duck

If the terms of the warranty are that you have to take it there in person, those are the terms. I'm assuming you purchased it some time ago and can't return it under the CRA?

bris

You have no rights with Apple other that what their terms say, if that's take it to a store then so be it.


Your rights lie will who sold you it, that's whoever you bought it off online. Give them a call and try and make them deal with it.

Fosterdog

A swelling battery shouldn't be sent by post or even a courier unless you have specialist secure packaging to send it in. For safety reasons it may have to be taken to a store (Apple or the retailer if they have stores).

mattyprice4004

Sorry but (for once!) I agree with apple. A swollen battery with a high risk of going pop shouldn’t be sent in the post.

As above, Apple didn’t sell you the phone so you only have the terms of your warranty - if that says you have no right to mail in then that’s their choice.

You do still have recourse against Nothing Nowhere (sorry, everything everywhere) as they sold you the device.

davidmcn

Does the battery even need to be sent? Or is the problem that it's impossible (for a consumer) to remove from the phone?

DoaM

davidmcn wrote: »

Does the battery even need to be sent? Or is the problem that it's impossible (for a consumer) to remove from the phone?

The latter ... like Google phones, the batteries in Apple phones are generally designed to not be removable by a consumer.

bradwiggo

mattyprice4004 wrote: »

Sorry but (for once!) I agree with apple. A swollen battery with a high risk of going pop shouldn’t be sent in the post.

As above, Apple didn’t sell you the phone so you only have the terms of your warranty - if that says you have no right to mail in then that’s their choice.

You do still have recourse against Nothing Nowhere (sorry, everything everywhere) as they sold you the device.

Fosterdog wrote: »

A swelling battery shouldn't be sent by post or even a courier unless you have specialist secure packaging to send it in. For safety reasons it may have to be taken to a store (Apple or the retailer if they have stores).

My previous phone had the exact same issue and they sent me an envelope to send it in. They even said in the live chat that it might have to be sent off from the Apple Store to be fixed, so it may still end up going through the mail system even if I take it to a store, so I don't think their concern is safety.

bradwiggo

davidmcn wrote: »

Does the battery even need to be sent? Or is the problem that it's impossible (for a consumer) to remove from the phone?

I would have to send it away as you I wouldn't be able to open it myself, even if I could I don't think apple will just send out parts. Problem is I won't be able to get to a store for at least another 2 months, so their "solution" isn't really viable for me. This happened with my last phone and they sent out an envelope to send it in, however I called them the last time, so maybe I will try again tonight but call them instead of live chat.

shaun_from_Africa

bradwiggo wrote: »

so it may still end up going through the mail system even if I take it to a store, so I don't think their concern is safety.

The problem isn't simply sending a suspect battery through the post (or with a courier), it's sending such a battery that hasn't been correctly packaged, labelled and certified as being dangerous goods.
The Apple stores may well have someone suitably qualified to do what is required or if they don't, the courier company that they use may be contracted to do this for them.

bradwiggo

shaun_from_Africa wrote: »

The problem isn't simply sending a suspect battery through the post (or with a courier), it's sending such a battery that hasn't been correctly packaged, labelled and certified as being dangerous goods.
The Apple stores may well have someone suitably qualified to do what is required or if they don't, the courier company that they use may be contracted to do this for them.

Quite possibly, but they could also give me an envelope with a label and the correct packaging, and, like I said, they did send me an envelope out for this very same issue less than 6 months ago, so unless there has been a recent change in the law around shipping batteries then I think they are just being awkward. Maybe it just depends who you talk to at Apple Support, I'll try ringing them tonight (I did a live chat before).