Are Apple providing incorrect information?

Mattys85

In January 2020 I bought myself a pair of Powerbeats pro (Beats by Apple) wireless headphones from John Lewis online for £219.  I am a keen runner, running 25 miles a week and that is what I use these headphones for.  Once my run has finished I return my headphones to its charging case until next time I need them.   About two weeks ago the charging case stopped charging one of the earphones and connecting with my iPhone.  After searching online I found that I could return to Apple directly to get fixed under warranty and so sent them off.  To my surprise yesterday I received a text saying they had discovered liquid damage which voided the warranty and so wanted £ 156 + VAT to fix them.  These headphones are advertised as specifically for sport, with images of boxers training, people running, etc And I have used them inline with that.  On speaking to an Apple representative they informed me that the charging case is not waterproof and so if there was any sweat on the headphones it will have caused the malfunction.  Now here’s the thing, I went back and looked at all the packaging and associated documentation and nowhere is it clear that moisture in the case is an issue.  In fact you would have thought it would be necessary to call this out specifically if it’s a known likely issue.  The Apple representative then told me that as it says it clearly on the beats website under cleaning instructions and was “publicly available information” they are not liable for anything.  I find it impossible to believe this is true, can anyone advise me on my rights?

JJ_Egan

Water damage well known warranty void-er for many electronic items .

Where is this incorrect information ??

inspectorperez

"The three things any music-listening athlete will look for in a pair of headphones are comfort, a secure fit and a long lasting battery life. With the boom in wireless technology in the past few years, you can add securely fitting ear hooks and not so much as a tendril of cable to that list.

The Beats Powerbeats Pros have all the ingredients, Beats having redesigned its existing, sports-focused Powerbeats into a set of truly wireless headphones for runners and gym-goers. The previous model’s cable, which dropped down from the earbuds and wrapped around the back of the neck, has completely disappeared. 

In terms of their presentation, the Powerbeats Pros are unmistakably on-message with parent company Apple. They come in a swish, black charging case that’s a pleasure to open and close. It’s solid, smooth and, thanks to the magnetic catch, it won’t accidentally open up and let your earbuds spill out.

As we're now very much accustomed to, the case doubles as a battery charger and the headphones themselves slot magnetically into their electrical contacts. When full, the Powerbeats Pros manage up to nine hours before requiring another charge – enough to last through Iron Man training. The box itself stores almost two further rounds of charge, giving you a possible 24 hours before you have to plug in the included USB-A-to-Lightning cable and return to an external power source."

Above quote from Whathifi review.

These headphones are clearly marketed with athletes in mind.

I don't think Apple have a leg to stand on by rejecting your claim under warranty. Mind personally, I would have taken them back to John Lewis, who in my experience are excellent at dealing with customer issues like this.

Chino

JJ_Egan said:

Water damage well known warranty void-er for many electronic items .

Although what Apple and other manufacturers refer to as "water damage" is typically caused by perspiration affecting the moisture sensitive paper they place in devices to detect whether the device has been exposed to water.

JJ_Egan

Yes and condensation  . in a warm pocket take it out and use on a winters day .

Mattys85

thanks for thanks for your comments.  the main thing I am really referring to/asking is; Apple said that because there is a warning written within their cleaning instructions, which exist only on the beats website, that they have no liability to a make warnings within the packaging.  I can’t personally see how that is true, it would require a consumer to have a computer and internet subscription in order to find out vital information about their purchase.  I don’t know if anyone knows the legality of that, trying to build up as much information as possible to use in a complaint.

JJ_Egan

Yes but you have the internet on your Iphone .

inspectorperez

Mattys85 said:

thanks for thanks for your comments.  the main thing I am really referring to/asking is; Apple said that because there is a warning written within their cleaning instructions, which exist only on the beats website, that they have no liability to a make warnings within the packaging.  I can’t personally see how that is true, it would require a consumer to have a computer and internet subscription in order to find out vital information about their purchase.  I don’t know if anyone knows the legality of that, trying to build up as much information as possible to use in a complaint.

This product is aimed at athletes.

Athletes get sweaty

Apple rep is clutching at straws here.

a

Being a 'Genius' is more about selling new products than repairing, or doing right by the customer. Apple products are expensive, have a great PR, but often not well designed electronically, but they do look good. Unfortunately you bought into the hype an drunk the expensive cool-aid.

For many decades you had waterproof spray for electronics. Granted you cant waterproof a  microphone or ear piece speakers or power socket

is this yours, and in the 10 mins around back do you think he actually opened it up especially after watching this video??? Bet he just placed the buds in a different charger box, then blamed 'water damage' when they did not charge and to get out of a warranty claim.
https://www.youtube.com/watch?v=vEHwL59jOPg
https://www.powerbeatsproparts.com/shop

mrochester

Mattys85 said:

In January 2020 I bought myself a pair of Powerbeats pro (Beats by Apple) wireless headphones from John Lewis online for £219.  I am a keen runner, running 25 miles a week and that is what I use these headphones for.  Once my run has finished I return my headphones to its charging case until next time I need them.   About two weeks ago the charging case stopped charging one of the earphones and connecting with my iPhone.  After searching online I found that I could return to Apple directly to get fixed under warranty and so sent them off.  To my surprise yesterday I received a text saying they had discovered liquid damage which voided the warranty and so wanted £ 156 + VAT to fix them.  These headphones are advertised as specifically for sport, with images of boxers training, people running, etc And I have used them inline with that.  On speaking to an Apple representative they informed me that the charging case is not waterproof and so if there was any sweat on the headphones it will have caused the malfunction.  Now here’s the thing, I went back and looked at all the packaging and associated documentation and nowhere is it clear that moisture in the case is an issue.  In fact you would have thought it would be necessary to call this out specifically if it’s a known likely issue.  The Apple representative then told me that as it says it clearly on the beats website under cleaning instructions and was “publicly available information” they are not liable for anything.  I find it impossible to believe this is true, can anyone advise me on my rights?

The side of the box defines them as ‘sweat and water resistant earphones’. Note it doesn't say that the charging case is sweat and water resistant. 

Note the charging case is definitely NOT sweat and water resistant. Do not put wet or sweaty headphones into the charging case. Dry them off first. 

[Deleted User]

a said:

Being a 'Genius' is more about selling new products than repairing, or doing right by the customer. Apple products are expensive, have a great PR, but often not well designed electronically, but they do look good. Unfortunately you bought into the hype an drunk the expensive cool-aid.

For many decades you had waterproof spray for electronics. Granted you cant waterproof a  microphone or ear piece speakers or power socket

is this yours, and in the 10 mins around back do you think he actually opened it up especially after watching this video??? Bet he just placed the buds in a different charger box, then blamed 'water damage' when they did not charge and to get out of a warranty claim.
https://www.youtube.com/watch?v=vEHwL59jOPg
https://www.powerbeatsproparts.com/shop

Name a company that does not have some defective products.

if you don’t like Apple products that’s cool and buy what you like but don’t try and claim that Apple somehow makes worse products than others. Simple free markets and customer satisfaction will decide if a company will remain in business. Apple and other big brand manufacturers know what they’re doing when it comes to producing well designed products that they think their customers like.