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Refurbished iPhone X saga
cob123
Posts: 1 Newbie
Does anyone have any ideas about how to unpick this from a Consumer Rights perspective? A bit lengthy I'm afraid.
A couple of weeks ago I bought a refurbished iPhone X from an "Amazon Renewed" seller for my son. Claimed to use all genuine Apple parts, etc.
When I received the phone the display and the front-facing camera were clearly quite poor quality compared to my own iPhone X. And at least one display-related feature (TrueTone) is not present which a bit of googling suggests is the case if the display has been replaced by an after-market/non-Apple one.
I contacted to seller who were ever so helpful and they asked me to return the phone and they would investigate.
The next bit I think is key... The seller asked that we return the phone ourselves and, if the return was accepted, they would reimburse the cost of shipment. (As I discovered later, this puts the onus for any shipment damage/claims with me...I think?)
I repacked the phone in the original packaging and returned to seller.
A day later I received a message saying the phone screen was damaged upon receipt and they were therefore unable to process the return and we should claim from the courier. They sent a photo of the phone showing a small crack in the corner of the display which was not there when we packaged and returned it.
I asked the seller to send a picture of the packaging, which they did, and which shows no signs of impact or similar.
(At this point I looked through the seller's reviews and they have some history of both [alleged] non-Apple screens and of returned items being damaged during transit. A more cynical person than I might suspect deliberate damage to avoid reimbursement!)
Despite asking several times, the seller has thus far not confirmed whether the screen is genuine Apple, nor investigated the quality issues and are standing behind the damage to the screen as a blocker.
I'm reluctant to try and claim from the courier since I'm slightly incredulous that the damage could have occurred during transmit and since courier will expect to see appropriate damage to the packaging (which is not present).
My other options appear to be to try and reach a resolution directly with the seller, to use Amazon's dispute process - presume there is one - or to pursue via my credit-card.
If anyone still with me at this point I'd appreciate any suggestions.
A couple of weeks ago I bought a refurbished iPhone X from an "Amazon Renewed" seller for my son. Claimed to use all genuine Apple parts, etc.
When I received the phone the display and the front-facing camera were clearly quite poor quality compared to my own iPhone X. And at least one display-related feature (TrueTone) is not present which a bit of googling suggests is the case if the display has been replaced by an after-market/non-Apple one.
I contacted to seller who were ever so helpful and they asked me to return the phone and they would investigate.
The next bit I think is key... The seller asked that we return the phone ourselves and, if the return was accepted, they would reimburse the cost of shipment. (As I discovered later, this puts the onus for any shipment damage/claims with me...I think?)
I repacked the phone in the original packaging and returned to seller.
A day later I received a message saying the phone screen was damaged upon receipt and they were therefore unable to process the return and we should claim from the courier. They sent a photo of the phone showing a small crack in the corner of the display which was not there when we packaged and returned it.
I asked the seller to send a picture of the packaging, which they did, and which shows no signs of impact or similar.
(At this point I looked through the seller's reviews and they have some history of both [alleged] non-Apple screens and of returned items being damaged during transit. A more cynical person than I might suspect deliberate damage to avoid reimbursement!)
Despite asking several times, the seller has thus far not confirmed whether the screen is genuine Apple, nor investigated the quality issues and are standing behind the damage to the screen as a blocker.
I'm reluctant to try and claim from the courier since I'm slightly incredulous that the damage could have occurred during transmit and since courier will expect to see appropriate damage to the packaging (which is not present).
My other options appear to be to try and reach a resolution directly with the seller, to use Amazon's dispute process - presume there is one - or to pursue via my credit-card.
If anyone still with me at this point I'd appreciate any suggestions.
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