Success in using consumer law

Legacy_user

I purchased a Apple IPhone 7 Plus from Argos in January 2018 and about 14 months later the usual problem with many IPhone 7’s whereby the hear piece develops a fault which also effects the loud speaker. I researched the consumer law and Apple advised me to obtain a FREE genius report from a official Apple Store to confirm the fault was a defective / hardware issue and the report advised a replacement unit required. I took the phone and report to Argos and requested a refund as I had already purchased a replacement iPhone - the manager authorised a ProRota refund which amounted to £486.30 which is only 70p less than Argos’s current selling price

NOTE: The very professional Apple technician mentioned more Apple users should obtain genius reports and obtain either repair, replacement or even a refund as it’s the resellers responsibility on products they sell

Greta_Sharbo

How much did you pay initially? Seems a good result.

System

£625 ish - I suppose they are using it over 6 years but if I had a replacement with no receipt selling a sealed item I wouldn’t have got no where near £486.30

JJ_Egan

Apple dont like giving out the reports much .
If it is a genuine CR return then Argos or any vendor return the phone to Apple for a refund .

DoaM

So you spoke with Argos/got the refund in March/April this year? Or is that when you reported the fault and you've only just received your refund?

Argos gave you ~77% refund. That would be reasonable for a near-18-month old device; I'd have expected slightly more refund for a 14-month old device (about 80%).

System

After 12 months Argos didn’t want to know - the Apple Store and online was however extremely helpful by explaining how to claim using the consumer law and providing the exact report to ensure Argos couldn’t talk around it!

System

I went in to Argos and they didn’t want to know because it was more than 12 months (out of warranty) - so Apple online (support app) explained in detail what I needed to ask the Apple Store so the genius report would obtain a repair, replacement or in my case refund - it was 18 months - I figure if it was repaired I would have been lucky to get £200 and a replacement selling it privately with no receipt sealed box probably £300 as Argos selling at £486.99 with a receipt so a bonus of around £186 😊 - although when I went in the next day the manageress wasn’t very happy 😃 - although this is Apple the other makers don’t provide a technician service on the high street and going to a company that provides diagnostic services will charge and consumer law doesn’t help if the report says user caused it!

custardy

AutisticJamie wrote: »

I purchased a Apple IPhone 7 Plus from Argos in January 2018 and about 14 months later the usual problem with many IPhone 7’s whereby the hear piece develops a fault which also effects the loud speaker. I researched the consumer law and Apple advised me to obtain a FREE genius report from a official Apple Store to confirm the fault was a defective / hardware issue and the report advised a replacement unit required. I took the phone and report to Argos and requested a refund as I had already purchased a replacement iPhone - the manager authorised a ProRota refund which amounted to £486.30 which is only 70p less than Argos’s current selling price

NOTE: The very professional Apple technician mentioned more Apple users should obtain genius reports and obtain either repair, replacement or even a refund as it’s the resellers responsibility on products they sell

Or Apple could replace the handset cutting out the whole palaver?

System

Consumer Law is for the reseller of products Apple will only have responsibility if you purchase directly from Apple outside the normal warranty of 12 months - which means Apple extended warranty could be useless if it doesn’t cover user damage?

unholyangel

AutisticJamie wrote: »

Consumer Law is for the reseller of products Apple will only have responsibility if you purchase directly from Apple outside the normal warranty of 12 months - which means Apple extended warranty could be useless if it doesn’t cover user damage?

I believe their point was that apple are the manufacturer, and therefore the ones who provided the faulty product to the retailer. So they may well be liable to the retailer anyway.

However sometimes, retailers negotiate a cheaper unit price by agreeing to free the manufacturer/wholesaler from certain legal obligations - such as refunding faulty units or the retailer providing the warranty instead of them.

custardy

AutisticJamie wrote: »

Consumer Law is for the reseller of products Apple will only have responsibility if you purchase directly from Apple outside the normal warranty of 12 months - which means Apple extended warranty could be useless if it doesn’t cover user damage?

I'm not talking about consumer law. This is the mighty Apple so often held in high regard for their customer service.
They are always keen to push Apple users back to retailers and many like yourself see this as great support.

As a comparison. I recently bought a new Plantronics high end head set. it was faulty,so I reached out for tech support from the manufacturer.
They advised the item required returning to the supplier but if it was easier I could return for free to them.