iPad Repair Debacle

biggysnax

I preordered a new iPad Air and it arrived on 27th October from Sly on a monthly contract. After a couple of days I noticed that they was a “clicking” noise coming from underneath the screen and it appears the very top plastic layer of the screen has come away from the glass underneath, common issue apparently. I decided to speak to Apple and they arranged a repair collection for me, UPS turned up with the packaging on 9th November and took it away again the same day. I heard nothing and decided to ring Apple on Friday 13th to see what was happening. They confirmed it had arrived at the repair centre and was waiting to be booked in. As of Tuesday last week, 17th, there was no movement on the status of the repair so I chatted with Apple online who advised that there was some sort of issue and to ring up. I rang and was eventually transferred through to Customer Relations who informed me that there was some sort of system glitch that was preventing it from being booked in but there was no update as to when it either the iPad or the system glitch would be fixed.  I called Apple tech support on Saturday who informed me that they were unaware of any system issues the UK repair centre was having and escalated this to the Customer Relations team who were supposed to call me yesterday. I receive an email at 3.55pm from the Customer Relations contact telling me that there is no update and I will just have to watch. I obviously wasn’t impressed so rang them and spoke to him, he assured me that the iPad wasn’t lost as I had suspected and that there again was no update as to when the issue would be resolved and I had no other option other than to wait and hang in limbo until the issue was resolved. Fast forward to today, again, contacted Apple and they have ignored me yet again. I don’t know what to do and it’s driving me crazy. As of tomorrow, Wednesday 25th, I have owned it for 4 weeks and 2 of those it has been with Apple who are not giving me any information and will not consider replacing it until it gets to 30 days!  

Any advice at all????

theonlywayisup

There is a pandemic on and things are taking way too long to sort out, you are at the mercy of Apple as you are seemingly asking for a resolution under their warranty.  

Why didn't you go back to Sly with the issue as it was less than a month old?

biggysnax

If they were using the pandemic as an excuse, you may have a point but they are not, it has not be raised as a reason for delay on mentioned once in my original post. 

I went with Apple as I entitled to go direct with Apple. I thought it would be quicker with Apple as I have had positive experiences with them repair or replacing products. The fact that I chose Apple instead of Sky (who also were/are suffering stock shortages) is irrelevant. My issue is with Apple not repairing my product in a reasonable time. 

TadleyBaggie

Duplicate thread:
https://forums.moneysavingexpert.com/discussion/6218558/ipad-repair-debarcle#latest

theonlywayisup

biggysnax said:

The fact that I chose Apple instead of Sky (who also were/are suffering stock shortages) is irrelevant. My issue is with Apple not repairing my product in a reasonable time. 

It isn't irrelevant.  You have posted in a Consumer Rights board, you have no Consumer Rights with Apple.  Your Consumer Rights lie with Sly.  Your issue is that an item less than 30 days old was faulty.  Most would have used their CR to sort it out, not a warranty. 

As you've chose the warranty route, then you need to abide by their T&C.  What are they saying about timescales?

And it's debacle. No R. 

Spank

theonlywayisup, it's Sky, not Sly (it's in the post you quoted)

theonlywayisup

Spank said:

theonlywayisup, it's Sky, not Sly (it's in the post you quoted)

I took the name from the op

biggysnax said:

I preordered a new iPad Air and it arrived on 27th October from Sly on a monthly contract. 

I guessed it was a dig, but then I can't be bothered to google every name that appears on here. :-:smiley:

biggysnax

theonlywayisup said:

biggysnax said:

The fact that I chose Apple instead of Sky (who also were/are suffering stock shortages) is irrelevant. My issue is with Apple not repairing my product in a reasonable time. 

It isn't irrelevant.  You have posted in a Consumer Rights board, you have no Consumer Rights with Apple.  Your Consumer Rights lie with Sly.  Your issue is that an item less than 30 days old was faulty.  Most would have used their CR to sort it out, not a warranty. 

As you've chose the warranty route, then you need to abide by their T&C.  What are they saying about timescales?

And it's debacle. No R. 

I chose to go with Apple as Sky didn’t have the stock to replace it and as I previously stated, Apple are normally very quick with fixing items in the past. It shouldn’t matter that I went with Apple, the issue exists and this the situation I am dealing with.   There was no way of knowing that this issue was going to come up. 

They are not giving me any timescales as I mentioned in my post, they aren’t giving me any information at all. 

I’ve used spell check so hopefully my spelling hasn’t upset you. 

Aylesbury_Duck

What does the Sky warranty say about timescales?  If it offers no commitment on timescale, then you will just have to wait or keep chasing them.  As advised above, you don't have consumer rights with Apple, so it's down to whatever terms are in the warranty.

theonlywayisup

biggysnax said:

theonlywayisup said:

biggysnax said:

The fact that I chose Apple instead of Sky (who also were/are suffering stock shortages) is irrelevant. My issue is with Apple not repairing my product in a reasonable time. 

It isn't irrelevant.  You have posted in a Consumer Rights board, you have no Consumer Rights with Apple.  Your Consumer Rights lie with Sly.  Your issue is that an item less than 30 days old was faulty.  Most would have used their CR to sort it out, not a warranty. 

As you've chose the warranty route, then you need to abide by their T&C.  What are they saying about timescales?

And it's debacle. No R. 

I chose to go with Apple as Sky didn’t have the stock to replace it and as I previously stated, Apple are normally very quick with fixing items in the past. It shouldn’t matter that I went with Apple, the issue exists and this the situation I am dealing with.   There was no way of knowing that this issue was going to come up. 

They are not giving me any timescales as I mentioned in my post, they aren’t giving me any information at all. 

I’ve used spell check so hopefully my spelling hasn’t upset you. 

There is no need to keep reiterating why you went where you did,  I do understand.  

The purpose of my post was to outline that you have NO consumer rights with Apple other than their warranty and whatever T&C are applicable.  If they don't give a timescale in the warranty then you are at their mercy.

Your spelling did not upset me so no need for the sarcastic comment. 

jon81uk

Aylesbury_Duck said:

What does the Sky warranty say about timescales?  If it offers no commitment on timescale, then you will just have to wait or keep chasing them.  As advised above, you don't have consumer rights with Apple, so it's down to whatever terms are in the warranty.

Apple repairs should only take 5-10 days according to this iPad Repair – Official Apple Support

But as has been said, in a pandemic things are difficult. But two caldender weeks should have been plenty of time.

I find it interesting though the OP didn't ask Sky to repair, they wanted a replacement but Sky were out of stock (I order for work and have had major issues with getting iPads so that isn't a surprise) but they didn't give Sky the chance to repair under their consumer rights.