Mobile phone broken within contract

JT200492

Hi there just looking for some advice
I have an iPhone X Within a 2 year contract until February 2020
It has recently had some issues (with Face ID) I have gone to the Apple store and they have ran a number of tests and said that the hardware of the camera is faulty, the phone is perfect condition, no cracks scratches etc no damage. Apple said it is out of warranty (they only offer 12 months) and directed us to where we have the contract with (virgin) as mentioned under the consumer rights we can be covered for 2 years with the sale of electric goods

Virgin have refused to do anything, finally saying they will send a Jiffy bag and they will have a look (Apple have said it’s something that cannot repaired and the phone would need to be replaced) when quoting the consumer goods act they said that it doesn’t matter as phone out of warranty , how can I take this further to get my money back or a replacement?

The phone is under 2 years old and it’s an iPhone X
I cannot believe an expensive phone cannot even last 2 years
I am so frustrated.

societys_child

Stop paying rip off prices for mouldy apples . .






*Contract length has nothing to do with the warranty unfortunately .

Aylesbury_Duck

This long after purchases means your options are very limited. If it's just the Face ID function that's playing up, I'd live with it and change/renew/upgrade in February. It's worked fine for almost two years which suggests it wasn't an inherent fault, so it's likely to be a consequence of wear and tear. You're way out of warranty.

When you think about it, you've bought an extremely expensive, sophisticated piece of kit and (presumably) taken it everywhere with you for nearly two years using it continually and there's now a minor problem with a non-essential function. I'd argue you've had your money's worth.

bris

Apple are very good at mentioning the fictional 2 year warranty that doesn't exist when buying from elsewhere.


Buy directly from Apple and they don't mention it and want hundreds to fix it as it's out of warranty.

mattyprice4004

Apple swapped my directly bought 6S free of charge when the camera died - was expecting a fuss so went in fully armed.
No sir that shouldn’t have happened - here’s a refurbished replacement.

Still got it now 2 years further on

IvanOpinion

I pulled the most grotesque face I could make and was very disappointed when my Huawei still recognised my face - does not make a chap feel good about himself Maybe it is faulty.

Takmon

JT200492 wrote: »

Hi there just looking for some advice
I have an iPhone X Within a 2 year contract until February 2020
It has recently had some issues (with Face ID) I have gone to the Apple store and they have ran a number of tests and said that the hardware of the camera is faulty, the phone is perfect condition, no cracks scratches etc no damage. Apple said it is out of warranty (they only offer 12 months) and directed us to where we have the contract with (virgin) as mentioned under the consumer rights we can be covered for 2 years with the sale of electric goods

Virgin have refused to do anything, finally saying they will send a Jiffy bag and they will have a look (Apple have said it’s something that cannot repaired and the phone would need to be replaced) when quoting the consumer goods act they said that it doesn’t matter as phone out of warranty , how can I take this further to get my money back or a replacement?

The phone is under 2 years old and it’s an iPhone X
I cannot believe an expensive phone cannot even last 2 years
I am so frustrated.

In future before you start quoting made up acts why not actually spend 5 minutes researching online exactly what rights you have and what the names of the relevant legislation is.

I have no idea why so many people seem happy to start claiming rights under such and such an act that doesn't exist when it only takes minutes to find out using the internet.....

JJ_Egan

Contract is for airtime not the phone .
Your rights under Consumer Regulations are against the vendor of the phone .
But after six months they can ask you for an independant report on the problem .
You are not entitled to your money back .If it reached the refund stage it would be a pro rata deduction for usage .