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Consumer rights in regards to Apple

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Hi guys,

I bought a brand new unlocked iPhone 7+ in April 2017 from Apple directly in store on their upgrade program, everything was fine until January this year when I had to use the Apple Care that came with the upgrade program and get them to replace my phone due to a fault with the wifi chip. Yesterday the replacement phone started to play up with the sound and my earphones not being recognised so I went in store today for a Genius Bar appointment where they told me that the sound chip had completely broken (not due to my own fault it just happened).
Bare in mind this phone is 6 months old, they have told me that due to it not being in warranty and no longer having Apple Care (my payments for the upgrade program finished at the end of last year) I would have to pay for a replacement phone as they couldn't repair just the sound chip and it was going to cost me £386 for a new phone.
As I said the phone is only 6months old and due to it not being my fault for the chip breaking can I get them to replace the phone under the consumer rights law?
Any help would be appreciated!

Comments

  • Aylesbury_Duck
    Aylesbury_Duck Posts: 15,662 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    I don’t know Apple’s policy but other retailers/manufacturers won’t start the warranty clock again if they replace the first product because of a fault.

    I’m guessing Apple offer a two year warranty and that the first fault was inside that but the new fault isn’t?
  • The new fault is not within the warranty but was wondering if I can get the to repair or replace the phone under consumer rights? A phones sound chip shouldn’t stop working all of the sudden especially because I do take such good care of the phone.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Yes try under CR see sticky top of the page .
  • bris
    bris Posts: 10,548 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    The new fault is not within the warranty but was wondering if I can get the to repair or replace the phone under consumer rights? A phones sound chip shouldn’t stop working all of the sudden especially because I do take such good care of the phone.
    Apple are very good at explaining your consumer rights when you buy from someone else, but when you buy from them they deny you those rights. There are lots of threads where they do this.


    It is however now down to you to prove the fault was inherent at time of purchase, something Apple will never admit and it's difficult to find an independent expert that can actually confirm this.
  • unforeseen
    unforeseen Posts: 7,381 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Is £386 a good price for an iPhone 7?

    You say it's 6 months old but as far as consumer rights are concerned it is a 2 year old phone. Clocks aren't reset when item replaced
  • LilElvis
    LilElvis Posts: 5,835 Forumite
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    unforeseen wrote: »
    Is £386 a good price for an iPhone 7?

    You say it's 6 months old but as far as consumer rights are concerned it is a 2 year old phone. Clocks aren't reset when item replaced

    On the Apple site a 7 Plus (without trade in) is either £569 or £669, depending on whether it's the 32gb or 128gb model. So yes, it would appear they are offering a discount off a new purchase.

    https://www.apple.com/uk/shop/buy-iphone/iphone-7
  • isabellac
    isabellac Posts: 33 Forumite
    edited 30 June 2019 at 7:13AM
    A brand new iPhone 7 Plus 32GB is around 469 to buy from most major retailers at present - Apple just tend to charge more for the handsets in their store than elsewhere.
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    LilElvis wrote: »
    On the Apple site a 7 Plus (without trade in) is either £569 or £669, depending on whether it's the 32gb or 128gb model. So yes, it would appear they are offering a discount off a new purchase.

    https://www.apple.com/uk/shop/buy-iphone/iphone-7

    I would expect that would be a 'new' refurb.
  • Gavin83
    Gavin83 Posts: 8,757 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    The new fault is not within the warranty but was wondering if I can get the to repair or replace the phone under consumer rights?

    Yes and no. If you can get an independent engineer to confirm the fault was inherent then you will be entitled to a remedy. However you can't force a repair or replacement, they can choose to refund you too, taking into account your use. I can't imagine they'd offer you a great percentage return on a 2 year phone and therefore this would almost certainly be the cheapest option for them and the one they'd likely go for.
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